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
What is the standard method of transmitting an order to a unit or company while ensuring the message is;
Clearly stated
Heard by the proper receiver
Correctly understood?
The Communications Order Model
What form of communication does the following;
Provides an instantaneous connection
Can link all individuals involved
Sender and receiver need to strive to make messages accurate, clear and as brief as possible
Radio reports
Thinking first Position the microphone Depress the key Take a breath Send a concise, specific message in a clear tone
Are ways to ensure effective?
Radio reports
What is the most effective way means of conveying information?
Face to face
What type of report is effective when the magnitude or speed of the event requires maximum efficiency?
CAN report
During an emergency what are 3 instances when a radio report should be directed back to the incident commander?
Once a task has been completed
When a progress update is necessary
When additional resources are required
What is one type of written report?
an Incident Report
What type of written report is required for every emergency response?
Incident Report
Some incidents require an expanded incident report narrative
What are some examples of infrequent written reports
Injury reports Property damage/liability report Vehicle accident reports Response to grievance or complaint Work improvement plan Request for other agency services
What type of infrequent written report is;
Required by state workers compensation agencies whenever an employee is injured
Submitted within 24-72 hours of the incident
Should include a chronological statement of events
A Supervisors Report
What type of communication is has a short life, is not archived as permanent record and is used primarily for information that will not be needed in the future?
Informal Communication
What type of communication can be classified as,
Officially document printed on department letterhead
Usually signed by the fire chief or designated staff officer
Usually archived
Formal Communication
Written organizational directives, providing a standard and consistent response to emergency incidents
Standard Operating Procedures (SOP)
Written organizational directives, identifying a goal and path to accomplishment
Standard Operating Guidelines (SOG)
What is a formal document that addresses a specific subject, policy, condition or situation?
Master Memo
What is used to share additional short term and non essential information unless labeled “official”
Daily Bulletin
Documents required for legal purposes designating a Fire officer to respond to an interrogatory are known as?
Legal Correspondence
What are 4 things to keep in mind when writing a report?
Reports should be accurate
Must present info in a understandable format
Consider the intended audience
Choose an appropriate format
When writing a report a fire officer might encounter variances and upon analysis should consider both?
Cause and effect
A fire officer should be prepared to make an oral presentation. An oral presentation consists of 4 parts, what are they?
Get attention of audience
Explain why they should be interested
Give details in a logical way
Ask the audience to take action
When preparing a news release what are 3 steps to formulating a plan?
What will the release accomplish
Who is the target audience
What makes the story interesting
When preparing a news release what are 4 concepts to develop and write?
Keep it clear, concise and organized
Don’t release sensitive info
Use department letterhead
Write “NEWS RELEASE” at top
What form of media uses digital communications to share info, ideas, messages, pictures, videos and other content?
Social Media
Who is responsible for social media policies within a department?
Fire departments must establish and review their own social media policies
What devices can;
Create an opportunity to share first person perspectives on a scene
Create legal risk
Can create issues that extend to personal social media sites?
Helmet cams and on the job digital images
In engaging the community through social media the key is to?
establish the public’s trust
Outward social media efforts can do what 4 things?
Provide public awareness of active incidents
Supplement prevention campaigns
Increase awareness of community activities
Provide an updated digital presence
