Chapter 4 Fire Officer Communications Flashcards
What does the bugle represent as the officers rank insignia?
The bugle represents the fire officers speaking trumpet
What are four examples of why communication skills are required?
Provide direction to the crew members
Review new policies and procedures
Exchange information
Work with citizens, conduct tours, release public information, prepare reports
Communication is a circular process. What are 2 ways to ensure the recipient understands what the other has intended?
The message must make sense to the recipient
The recipient must send back confirmation
What are the 5 parts of effective communication?
Message Sender Medium Receiver Feedback
What part of communication consists of written or spoken words?
This can also be a stern facial expression with purposeful eye contact
The Message
Who is the person or entity that sends a message?
Non-verbal clues influence the receivers interpretation
The Sender
What is the method used to convey the information from sender to receiver?
This influences the importance attached to the message
The Medium
Who is the person that receives and interprets the message?
Note there are many opportunities for error
The Receiver
What aspect of communication that without confirmation, the sender should never assume that information has been successfully transferred?
Feedback
What type of listening must be continually practiced to maintain proficiency?
Active Listening
What type of listening requires good eye contact, alert body posture and frequent use of verbal engagement?
Active Listening
What are 5 ways to improve “Active Listening”?
Do not assume anything Do not interrupt Try not to understand the need Look for the real reason the person wants your attention Do not react too quickly
Directed questioning can keep the conversation on the topic at hand by?
Staying Focused
Having up to date information on department policies and practices as well as sometimes controlling what is discussed in the work environment are ways to?
Ensure Accuracy
What 3 things should you inform the chief officer on?
Progress toward goals
Matters that may cause controversy
Attitudes and moral
How will a fire officer deal with rumors?
By providing accurate information
A fire officer can get clues from here but should not use it to leak information?
The grapevine
What is a physical or sociological condition that interferes with a message?
Environmental Noise
Dont struggle for power Avoid offhand manner Keep emotions in check Select words and tone carefully Don not assume you are understood Immediately seek feedback Provide appropriate details Watch out for conflicting orders;
Are all suggestions to?
Improve Communication
By asking precise questions
Providing timely and accurate information and
Giving clear and specific orders
The fire officer is after what approach to communication
The Direct Approach
What are 4 points for Emergency Communication?
Be direct
Speak clearly
Use a normal tone of voice
Hold the radio about 2 inches from your mouth
Allowing for a time delay after keying the microphone
Using plain English
Using common terminology
Avoiding being near other noise sources
Are key points for?
Emergency Communications
Ensuring radio messages are accurate, brief and clear
Being consistent as possible
Knowing recordings are an effective training tool
Area additional key points for?
Emergency Communications
After conducting a scene size-up;
Describing what you have
State what you are doing
Providing directions for other units that are arriving
Are all part of the?
Initial Radio Report
