Chapter 4 FO communications Flashcards
The communication cycle consists of five parts:
- Message.
- Sender.
3.Medium.
(With noise)
- Receiver.
- Feedback.
Effective communication does not occur unless the intended message has been?
Received and understood
Represents the text of the communication.
Message
Person or entity who is sending the message
Sender
We think of the sender as a person but it could also be?
A sign, sound, image.
Refers to the method used to convey the information from the center to the receiver
Medium
The person who receives and interprets the message
Receiver
The___that is chosen influences the importance that is attached to the message
Medium
Complete the communication cycle by confirming receipt and verifying the receiver’s interpretation of the message
Feedback
When relaying critical information during a stressful event, the sender should have the receiver?
Repeat back the key point of the message in his or her own words
Almost every task tackled by the firehouse or depends on the ability to ?
communicate effectively
The ability to___becomes increasingly more important as one advances through the organization
Listen
A skill that must be continually practice to maintain proficiency
Listening
The purpose of___is to help the fire officer understand the firefighters viewpoint to solve an issue or a problem
Active listening
Stay focused:
____Is a good method to keep the conversation on topic
Directed questioning
Keep your supervisor informed:
In particular, a fire officer needs to keep the chief officer informed about three areas:
- Progress toward performance goals and project objectives.
- Matters that may cause controversy.
- Attitude and morale.
A physical or sociological condition that interferes with the message
Environmental noise
Includes anything that can clog or interfere with the medium that is delivering the message
Noise
Prejudice and bias are examples of _________noise
Sociological
Sociological environmental noise:
The following list provide suggestions to improve communication by minimizing this type of environment some noise-
•Do not struggle for power.
•Avoid an offhand manner.
•Keep emotions in check. •Remember that words have meaning.
•Do not assume at the receiver understands the message.
•Immediately seek feedback.
•Provide an appropriate level of detail.
Watch out for completing orders.
Emergency communications:.
___Should be the gatekeeper for information exchange via radio communications
The incident commander
Who has to establish and maintain the command presence to manage the exchange of information so that the most important messages go through and lower priority or unnecessary communication do not get in the way?
The incident commander page 66
Key points for emergency communications are as follows:
Huge list
- Be direct.
- Speak clearly.
- Using normal tone of voice.
- If you’re using a radio, hold the microphone about 2 inches from your mouth. If you’re using a repeater system, allow for a time delay after Keying the microphone for speaking.
- Use playing with us rather than 10 codes.
- Use common terminology that is recognized by the NIMS especially when interacting with multiply agencies and disciplines.
- Try to avoid being in the proximity of other Noise sources such as running engines
The mental process of gathering of considering all of the pertinent details of a given incident
Size up
The initial radio report follows the?
Size up
The initial report is to describe?
What you have, state what you were doing, and provide direction for other units that will be arriving
A standard method of transmitting an order to a unit or company at the incident scene
Communications order model
*It is designed to ensure that the messages clearly stated, heard by the proper receiver, and properly understood
They provide an instantaneous connection and can link all the individuals involved in the incident to share important information
Radio communications page 67
The most COMMON form of reporting is?
Verbal communication from one individual to another.
*Either face-to-face or via a telephone or radio
The most EFFECTIVE means of conveying many types of information.
Face-to-face conversation
An effective method of exchanging information when the magnitude or speed of the event requires maximum efficiency
A CAN report
Conditions-actions-needs
The place to enter a record of any firefighter injury, Liability creating events and special visitors to the station
Company journal or logbook.
A fixture in the fire stations since the 19th century
______ is a repetitive circular process.
Communication
Written words, pictures, symbols and gestures are all examples of messages transmitted through a _________.
Visual medium
The sender should consider the circumstances, the nature of the message and the available methods before choosing a particular _____ to send the message
Medium
The medium that is chosen influences the ________ that is attached to the message.
Importance
Without ______ the sender cannot be confident the message reached the receiver and was properly interpreted
Feedback
Ensure accuracy:
_______ is useful in de-escalating the spread of inaccurate information that can harm an individual, the department or the fire service.
Rumor control
Every organization has informal communication systems often known as the _______
Grapevine
Fear, fatigue, or boredom are examples of what kind of noise?
Physical
Noise:
If the receiver does not believe that the sender is credible, the message will be ignored or result in inadequate response.
What kind of noise is this?
Sociological noise
_____ message must be accurate, brief and clear.
Radio
______ reports provide information that is related to the fire department personnel, programs, equipment, and facilities.
Routine
A fixture in fire stations since the 19th century, _______ provides and extemporaneous record of all emergency, routine, and special activities that occur at fire stations
Company journal
Incident reports:
Minor incidents generally require ______reports whereas major incidents require _______ reports
Simple
Extensive
Incident reports:
All company members submit a narrative description of their observations and activities during an incident
Expanded incident report Narrative
A ____ report is required by state workers compensation agencies when an employee is injured
Supervisor’s report
This report serves as the control document that starts the state file relating to an injury or disability claim
Written communication:
Include internal memos, emails, instant messages and messages transmitted via MDTs
Informal communications
This type of communication is used primarily to record or transmit information that may not be needed for reference in the future
Informal communications
Official fire department document printed on business stationery with the fire department letter head.
Formal communications
____ reports are usually archived.
Formal
Letter or report intended for someone outside of the FD, usually signed. Y the fire chief or designated stafff officer
Formal communication
Written organizational directives that establish or prescribe specific operational or administrative methods to be followed routinely for the performance of designated operations or actions
SOPs
Formal, permanent documents that are published in a standard format, signed by the fire chief, and widely distributed. They remain in effect permanently or until they are rescinded or amended
SOPs
Written organizational directives that identify a desired goal and describe the general path to accomplish the goal, including critical tasks or cautions.
SOGs
Formal, permanent documents that are published in a standard format and remain in effect until they are rescinded or amended.
SOGs
*NOT signed by the fire chief. SOPs ARE signed by the fire chief
Formal documents that address a specific subject, policy, condition, or situation
They are usually signed by the fire chief and can remain in effect for various periods of time, from a few days to permanently.
General orders
Executive orders, departmental directives, master memos, or other terms.
General orders
Many departments use _____ to announce promotions and personnel transfers.
General orders
Legal correspondence:
In any situation in which reports or documents is requested, the FD should consult with ?
Legal counsel
Legal correspondence:
A series of written questions asked by someone from an opposing legal party.
Interrogatory
A document that suggest a particular action or decision
Recommendation report
The first step in preparing a news release is to formulate a ______.
Plan
A key to successful FD use of social media is establishing the ______.
Public’s trust
Social media techniques:
Causing someone to be excited about what you are offering
Incentification
Social media techniques:
Use of game oriented thinking and game mechanics to engage users and solve problems
Gamification
The following techniques may help to improve your listening skills: (5)
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 intital complaint or problem is a symptom of the real underlying issue
Look for the real reason the person wants your attention.
Do not react too 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.
___________includes background conversations, outside noises, or distracting sounds that make it difficult to hear.
Physical noise
For example, siren noise makes it difficult to hear over the radio.
Radio messages must be _____, ______, and _____.
Accurate, brief, and clear
The FO should anticipate the need to provide expanded incident reports for the following types of incidents: (7)
- 1st arriving unit at fire with civilian fatality or injury
- 1st arriving unit at incident that has become a crime scene or arson investigation
- occupant rescue or other scene activity qualifying for official recognition, award, or bravery citation
- unusual, difficult, or high profile activity that requires review by fire chief or designated authority
- activity that occurred that may have contributed to a death or serious injury
- activity that may have created a liability
- activity that has initiated an internal investigation
A detailed account of activities, such as a narrative report of the actions taken at an incident or accident, and should be included in the supervisor’s report
Chronological statement of events
The supervisors first report of injury must be submitted within ____ hrs of the incident OR in line with the company policy
24-72 hrs
A decision document usually includes the following elements:
Acronym = “ PBRs Option Recommendation Next action”
*this is under the recommendation report section
Problem or issue statement
Background
Restrictions
Options
Recommendations
Next action
Presenting a report:
A FO should be prepared to make an oral presentation of a decision document. Using the written report as a guide, a verbal presentation would consist of four parts:
- ?
- ?
- ?
- ?
- Getting their attention - have an opening that enticed the audience to pay attention
- INTEREST STATEMENT - immediately and briefly explain why they should be interested in this topic
- DETAILS - organize the facts in a logical and systematic way that informs the listeners and supports the recommended decision
- ACTION - at the close of presentation, ask them to take some specific action
The first step in preparing a news release is to ?
Formulate a plan
The seconds step in preparing a news release is to ?
Develop the concept and write the release
The last (3rd) step of preparing a news release is to?
Get the news release out to the media
