Chapter 4 Flashcards
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What is successful communication?
Whenever two people can exchange information and develop mutual understanding. When information flows from one to it another, the process is truly effective only when the person receiving the information is able to understand with the other person intended to transmit.
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Effective communication does not occur unless
The intended message has been received and understood
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The communication cycle consist of five parts
Message Sender Medium Receiver Feedback
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Message
The message represents the text of the communication does not have to be in the form of written or spoken words could be a strong facial expression conveying disapproval
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Sender
Person or entity sending the message, could also be an inanimate object such as a sign sound or image. The sender is responsible for the receiver properly understanding the message. Tone, body language, mannerisms and all other nonverbal cues may affect the interpretation
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Medium
Refers to the method used to convey the information from the sender to the receiver. Medium can consist of words, text, gestures etc. the medium that is chosen influences the importance that is attached to the message. ** praise in public/counsel, coach, discipline in private
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Receiver
Person who receives and interprets the message. Unfortunately, many opportunities for error and reception of the message. His receivers responsibility to capture and interpret the information. The same words can convey different meanings to different individuals.
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Feedback
Sender should never assume information has been successfully transmitted unless some confirmation is provided. fee that completes the communication cycle.. Without feedback the sender cannot be confident that the message reach the receiver was properly interpreted.
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The ability to listen becomes increasingly important as one advances through the organization. Listening is a skill that must be continually practiced to maintain proficiency. Listening in a face-to-face situation is an active process that requires…
good eye contact
alert body posture
frequent use of verbal engagement
the purpose of active listening is to help the fire officer understand the firefighters viewpoint to solve an issue or problem
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The purpose of active listening is to help the fire officer understand the firefighters viewpoint to solve an issue or problem. (5)
- Don’t assume anything. Don’t anticipate what someone will say.
- Don’t interrupt. Let the individual expressing a point or position have full say.
- Try to understand the need often the initial complaint is a symptom for real underlying issue
- Look for the real reason the person wants your attention
- Don’t react too quickly. The goal is to understand the other person’s viewpoint
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What is a good method for staying focused and keeping speaker on task?
Direct questioning is a good method to keep a conversation on topic. Ask a specific question that moves the conversation back to the appropriate subject.
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What is a danger with ignoring inaccurate statements?
ignoring inaccurate statements can foster erroneous information that is transmitted along the fires fire service grapevine
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What are particularly important areas in which you need to keep your chief officer informed? (3)
- Progress towards performing goals and project objectives- officer needs to keep his chief comprised of work performance progress i.e. training, inspections, smoke detector surveys, etc.
- Matters that may cause controversy- conflicts with other fire officers are between shifts/disciplinary issues etc.
- Attitudes and morale- let your chief know the route the firefighters in response to specific issues
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When does grapevine flourish?
The grapevine flourishes in the vacuum created when official organization does not provide the workforce with timely and accurate information about work-related issues.
Never assume grapevine information is accurate never, use the grapevine to leak information or stir controversy
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Environmental noise
Physical or social logical condition that interferes with the message. Noise includes anything that can clog or interfere with the medium that is delivering the message.
Examples of physical noise include background conversations, siren noise, etc. Environmental noise need not be physical, noise can occur when the receiver is distracted and blocks the incoming message.
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Sociological environmental noise
Prejudice and bias are examples of social logical environmental noise. If the receiver does not believe that the sender is credible, the message will be ignored or resulting in adequate response.
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How to improve communication and cut down on sociological environmental noise: (8)
- Don’t struggle for power- focused attention on message not sender’s authority to deliver it, the situation - not the people- should drive communication and action
- Avoid offhand manner- deliver message by being clear and firm
- Control emotions- emergency operations can invoke intense feelings that can interfere with focus and attention.
- Words have meaning- Choose words that clearly convey thoughts, be mindful of tone
- Don’t assume receiver understands message- good technique to have receiver repeat key points back to sender
- Seek feedback immediately- if receiver identifies error resolved statement sooner than later. Better to solve a problem while there’s still time to make a change.
- Provide appropriate level of detail- consider your audience and how much detail is required.
- Beware of conflicting orders- ensure your message is consistent with information from other sources. Subordinates should be expected to inform officer of a conflicting order, so you can consider difference and give direction.
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Who should be the gatekeeper for information exchange via radio communications, on an emergency incident.
The incident commander management of the communication process is important as communicating effectively. Incident commander must establish command presence and ensure higher priority messages go through low priority messages do not get in the way
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What are the key points for emergency communications? (8)
- Be direct
- Speak clearly
- use normal tone of voice
- hold microphone about 2 inches from your mouth
- if using a repeater, allow time delay before speaking
- use plain English, not 10 codes
- use common terminology, NIMS
- avoid being the proximity of noise sources
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When using a handheld radio how far should you hold it from your mouth
2 inches
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Radio messages must be accurate, brief, and clear. What should be the performance goal when speaking on a handheld radio?
The goal should be to sound the same and communicate just as effectively when reporting minor incident is when reporting an incident under stress. Overly excited commander is difficult to understand, gives listeners the impression incident out of control.
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how can recordings of radio messages transmitted during an incident serve as an effective training tool?
Listening to other officers to identify and emulate techniques that are clear and precise. Calm confident orders from the person in charge set the tone for more effective and efficient incident management.
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What is the mental process of gathering and considering all pertinent details of a given incident?
Size up
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What should the initial report include?
The initial report should describe what you have, state what you are doing, and provide directions for other units that will be arriving.
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What is the communication order model?
Communication order model is a standard method of transmitting in order to unit or company at the incident scene designed to ensure the message is clearly stated, heard by the proper receiver, and properly understood. Also confirms the receiver is complying with instruction
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What is a good practice before sending a message via the portable radio on emergency incident?
A good practice is to think first; position the microphone, depress the key, take a breath, and then send a concise specific message in a clear tone.
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what is the most common form of reporting
Most common form of reporting is a verbal communication, From one individual to another.
