Chapter 4 - Fire Officer Communications Flashcards
The communication cycle consists of five parts. They are:
- Message
- Sender
- Medium (with noise)
- Receiver
- Feedback
The ……… part of the communication cycle represents the text of the communication. In its purest form, it contains only the information to be conveyed.
The message
In the communication cycle, the ……. is the person or entity who is sending the message
Sender
The ……. refers to the method used to convey the information from the sender to the receiver.
Ex:
Praise in public; counsel, coach, or discipline in private
The medium
In the communication cycle the …….. is the person who receives and interprets the message.
Receiver
……….. completes the communication cycle by confirming receipt and verifying the receivers interpretation of the message.
Feedback
When relating critical information during a stressful event, the sender should have the receiver repeat back the key points of the message in …………..
In his or her own words
Your success as a supervisor depends on how freely your subordinates ………..
Talk to you, keep you informed, and tell you what is bothering them.
The following techniques may help improve your listening skills;
-Do not assume anything. Do not anticipate what someone will say.
-Do not interrupt. Let the individual who is trying to express a point or position have a full say.
-Try to understand the need. Often, the initial complaint or problem is a symptom of the real underlying issue.
-look for the real reason the person wants your attention.
-Do not react to quickly. Try not to jump to conclusions. Avoid becoming upset if the situation is poorly explained or if an inappropriate word is used. The goal is to understand the other persons viewpoint.
What three areas should a fire officer need to keep the chief officer informed?
-Progress towards performance goals and project objectives
-Matters that cause controversy
-Attitudes and morale
A physical or sociological the condition that interferes with the message.
Anything that can clog or interfere with the medium that is delivering the message
Environmental noise
An example of sociological and environmental noise is ………..
Prejudice and bias
These eight suggestions are intended to improve communication dealing with administration and supervisory activities:
-Do not struggle for power
-Avoid an offhand manner
-Keep emotions in check
-Remember that words have meaning
-Do not assume that the receiver understands the message
-Immediately seek feedback
-provide an appropriate level of detail
-Watch out for conflicting orders
Key points for emergency communications are as follows:
-be direct
-Speak clearly
-use a normal tone of voice
-If using radio, hold the mic about 2 inches from your mouth
-If using a repeater system allow for a time delay after keeping the microphone before speaking
-Use plain English no 10 codes
-Use common terminology that is recognized by NIMS
-Avoid being in the proximity of other noise sources, such as running engines
Radio messages must be accurate, brief, and……….
Clear
The …….. should describe what you have, state what you were doing, and provide direction for other units that will be arriving.
Initial report
The most common form of reporting is …….. communication from one individual to another, either face-to-face or via telephone or radio.
Verbal communication
The most effective means of conveying many types of information is …….. conversation
Face to face
