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Company Officer 6th > Chapter 5 > Flashcards

Chapter 5 Flashcards

1
Q

Most of the daily tasks company officers perform involve some form of_____

Budgeting
Interpersonal communication
Ordering

A

Interpersonal communication

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2
Q

Informal language and informal nonverbal clues are characteristics of

Listening
Interpersonal communication
Teaching

A

Interpersonal communication

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3
Q

Frequent changes of the speaker and listener roles are a good example of

A

Interpersonal communication

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4
Q

Spontaneity, intensity (pitch tone and volume) , and formality (command vs discussion) are good examples of

A

Interpersonal communication

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5
Q

Interpersonal communication consists of the 5 basic elements
Sender
______
Receiver
Feedback to the sender
_____

A

Message
Interference

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6
Q

This element of interpersonal communication consists of the information intended for multiple senses (sight, hearing, taste, smell, touch)

Sender
Message
Receiver
Feedback to sender

A

Message

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7
Q

Education level, position of authority, personal or ethnic background, and other characteristics are what a sender bases their message on to ___ it

Evolve
Encode
Decide

A

Encode

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8
Q

When senders take _____ characteristics into account, receivers are more likely to understand the message clearly

Receivers
Learners
Listeners

A

Receivers

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9
Q

When senders pay attention to receiver feedback, they can ______ the message to improve communication

Modify
Change
Include

A

Modify

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10
Q

Selecting the correct ____ for communication is necessary to reduce the potential for interference

Instruction
Medium
List

A

Medium

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11
Q

For communication to be effective, both sender and receiver must agree on its

Reasoning
Facts
Purpose

A

Purpose

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12
Q

To learn, relate, influence, play, and help are the five general ____ for interpersonal communication

Rules
Purposes
Influences

A

Purposes

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13
Q

Word selection is particularly important when speaking to people who do not have a shared ____ with the speaker

Experience
Title
Rank

A

Experience

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14
Q

Verbal communication guideline -avoid trying to project personal feelings into someone (I know how you feel)

-Involving personal thoughts
-Show respect for the feelings and thoughts of the other person
-gain enthusiasm

A

Show respect for the feelings and thoughts of the other person

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15
Q

Non verbal components - practice speaking slowly using variation in pitch to provide emphasis. Use volume appropriate to the situation and proper diction to ensure words are clearly understood

Vocal interference
Eye contact
Vocal characteristics

A

Vocal characteristics

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16
Q

Nonverbal components - eliminate filler words and empty phrases. Closely monitoring your accent

Vocal characteristics
Vocal interferences
Eye contact facial expressions
Gestures

A

Vocal interferences

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17
Q

Nonverbal components _ match facial expressions to the message and parts of the message

Facial expressions
Eye contact
Gestures
Personal appearances

A

Facial expressions

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18
Q

In addition to good posture, ____ includes a sense of calmness and control

Happiness
Poise
Proximity
Touch

A

Poise

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19
Q

Listening skills- paying strict attention to the speaker and ignoring any other distractions

Understanding
Attending
Remembering
Evaluating

A

Attending

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20
Q

Listening skills - decoding the message and assigning meaning to it : organizing the message into a logical pattern : interpreting nonverbal clues : asking questions to clarify

Attending
Understanding
Remembering
Evaluating

A

Understanding

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21
Q

Listening skills - retaining information in short term and then long term. Techniques involve : taking notes : repeating info back to sender : using mnemonic devises : asking questions about unclear info

Understanding
Remembering
Evaluating
Responding

A

Remembering

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22
Q

Listening skills- critically analyzing information to determine how accurate it is; separating fact from opinion - elements to evaluate include drawing on personal experience: assessing credibility of speaker: interpreting nonverbal cues

Attending
Remembering
Evaluating
Responding

A

Evaluating

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23
Q

Listening skills- providing feedback to the sender indicating the message has been understood or that it requires more explanation - verbal like asking questions or nonverbal like sleeping in class. Written like answering test questions.

Remembering
Evaluating
Responding

A

Responding

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24
Q

The three types of speeches and presentations most commonly used by company officers are

Academic, informant, persistent
Persuasive, informative, instructional
Needed, unneeded, seen

A

Persuasive informative instructional

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25
Q

_____ speeches may be difficult to develop and yet can be the most important speeches an officer can give

Persuasive
Informative
Instructional

A

Persuasive

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26
Q

Describing a problem and supplying a solution is intended to ___

Redirect the problem
Cause change
Anarchy

A

Cause change

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27
Q

When forming steps of a persuasive speech, the action step must be

Quick and to the point
Easy and manageable
Interesting to hold attention

A

Easy and manageable

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28
Q

____ speeches are easiest to develop when supporting data is compiled and analyzed

Persuasive
Informative
Instructional

A

Informative

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29
Q

Informative speech topic that explains principles, theories, and concepts

Ideas
Objects
Procedures
People
Events

A

Ideas

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30
Q

Informative speech topic to explain a tangible object

Ideas
Objects
Procedures
People
Events

A

Objects

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31
Q

Informative speech topic to describe how something works or outlines a process

Ideas
Objects
Procedures
People
Events

A

Procedures

32
Q

Informative speech topic to prove a general overview of a persons life or may focus on one specific event

Ideas
Objects
Procedures
people
Events

A

People

33
Q

Informative speech topic to describe an actual event

Ideas
Objects
Procedures
People
Events

A

Events

34
Q

___ speeches are used to teach the audience how to do something and normally include a visual aid or demonstration

Persuasive
Informative
Instructional

A

Instructional

35
Q

This type of speech helps keep the public informed and address community concerns

Public relations speeches
Public information speeches

A

Public relations speeches

36
Q

Step 1/7 of preparing a speech or presentation

Determine the purpose
Select the topic
Generate ideas
Develop the central idea

A

Select the topic

37
Q

Step 2 of preparing a speech or presentation

Develop the central idea
Determine the purpose
Generate ideas
Gather supporting evidence

A

Determined the purpose

38
Q

Step 3/9 of preparing a speech or presentation

Generate ideas
Develop the central idea
Father supporting evidence
Organize the speech

A

Generate ideas

39
Q

Step 4/9 of preparing a speech or presentation

Rehearse the speech
Organize the speech
Develop the central idea
Gather supporting evidence

A

Develop the central idea

40
Q

Step 5/9 of preparing a speech or presentation

Deliver the speech
Generate ideas
Gather supporting evidence
Organize the speech

A

Gather supporting evidence

41
Q

Step 6/9 of preparing a speech or presentation

Organize the speech
Rehearse the speech
Develop the central idea
Evaluate the speech

A

Organize the speech

42
Q

Step 7/9 of preparing a speech or presentation

Organize the speech
Rehearse the speech
Deliver the speech
Evaluate the speech

A

Rehearse the speech

43
Q

Step 8/9 of preparing a speech or presentation

Organize the speech
Rehearse the speech
Deliver the speech
Evaluate the speech

A

Deliver the speech

44
Q

Step 9/9 of preparing a speech or presentation

Organize the speech
rehearse the speech
Deliver the speech
Evaluate the speech

A

Evaluate the speech

45
Q

Written communication must be accurate, concise, and ____

To the point
Relevant
Professional in appearance

A

Professional in appearance

46
Q

Documents are written to educate, persuade, inform, and ___

Enlighten
Develop
Keep in touch

A

Enlighten

47
Q

Effective writing helps to ensure that the intended purpose is

Done correctly
Attained
Appropriate

A

Attained

48
Q

Company officers should be aware that any form of _______ can be considered public record and may be used in legal proceedings

Verbal orders
Written communications
Letters
Main

A

Written communications

49
Q

The first step to writing any document is to determine its audience, scope, and ____

Meaning
Purpose
Reading level

A

Purpose

50
Q

The ____ of the document refers to its subject and how broad or narrow the coverage of it is

Title
Scope
Memory

A

Scope

51
Q

Memos are valuable because they commit the writer to a certain course of ____ and provides a chain of communication and evidence of ____ on a specific topic

Reaction
Emotion
Action
Law

A

Action

52
Q

Company officers must remember to stay within the ______ when sending electronic communications

Knowledge of practice
Sop/sog
Chain of command

A

Chain of command

53
Q

This type of communication is generally used to correspond with persons groups and agencies outside the organization. They are longer, more formal, and often represent the entire organization rather than a specific branch or section

Email
Letter
Phone call

A

Letters

54
Q

This type of narrative report focuses on why a certain course of action was taken or should be taken. It starts with a problem then provides a solution and steps to take or steps taken to implement the solution

Progress
Recommendation
Justification
Discriptive
Progress and justification

A

Justification

55
Q

This type of narrative report states the problem and provides a variety of solutions. Then recommends the best solution based on the available criteria

Progress
Justification
Recommendation
Descriptive
Progress and justification

A

Recommendation

56
Q

This type of narrative report provides an overview of the current status of a project. Chronological in nature, beginning with with a description of the project and proceeding through steps to the current status or actual completion

Progress
Justification
Recommendation
Descriptive
Progress and justification

A

Progress

57
Q

This narrative report provides justification for the project, describes the steps to project completion, and includes justification for any changes in the project development

Progress
Justification
Recommendation
Progress and justification

A

Progress and justification

58
Q

This narrative report describes a process, project, or item that gives the audience a detailed imagine if the subject

Progress
Justification
Progress and justification
Recommendation
Descriptive

A

Descriptive

59
Q

A ____ is used to determine organizational decision making

Policy
Procedure
Handbook
Code

A

Policy

60
Q

A _____ is a detailed plan of action that is similar and closely related to a policy

Procedure
Handbook
Code of conduct
Ethics code

A

Procedure

61
Q

___ detail in writing the steps to follow in conducting organizational policy for some specific reoccurring problem

Policy
Procedures
Handbooks
Guidelines

A

Procedures

62
Q

At an emergency scene, the preferred method of communication is

Over the radio
Direct, face to face
Through hand signals

A

Direct, face to face communication

63
Q

Radio usually at station, telecommunications center, or at large scale incidents where scaled down version is assembled

Base radio
Portable radios
Mobile radios

A

Base radios

64
Q

Radio usually mounted in trucks also at pump panel or on Ariel devise turn table or basket or platform

Base radio
Mobile radios
Portable radios

A

Mobile radios

65
Q

Radio kept on person

Base radio
Mobile radio
Portable radio

A

Portable radios

66
Q

This receives a signal from a radio, boosts its power, then transmits the signal to the receiver. Apparatus mounted and those positioned in specific geographical areas are the two primary types

Base radio
Repeater system

A

Repeater system

67
Q

The use of alternative communications depends on the level of ______ of the organization involved in the incident

Education
Preparedness
Language

A

Preparedness

68
Q

_____ is the ability of a system to work with and use the parts of equipment or another system

Comparability
Interoperability
Mobility

A

Interoperability

69
Q

___ is a vital part of implementing the national incident management system during emergency response

Interoperability
Comparability
Comparable features

A

Interoperability

70
Q

Incident communications procedures are often

Conformed
Agency specific
The same everywhere

A

Agency specific

71
Q

Five C’s of radio communication
Message should be as concise as possible to avoid congesting assigned frequencies. Plan before keying the mic. Message should be specific, task oriented, and directed at companies, not individuals

Conciseness
Control
Confidence
Clarity
Capability

A

Conciseness

72
Q

Five C’s of radio communication
Combine clarity with simplicity and describe only one task at a time. Orders issued to different units must be sufficiently spaced to avoid any question that separate orders are being transmitted

Conciseness
Control
Confidence
Clarity
Capability

A

Clarity

73
Q

Five C’s of radio communication
Show confidence( also known as command presence) when using coms. A calm, natural tone and speaking at a controlled rate can communicate confidence

Conciseness
Control
Confidence
Clarity
Capability

A

Confidence

74
Q

Five C’s of radio communication
The incident commander and telecommunication should follow established radio protocols. Requiring the receiver to repeat the message back to the sender reduces chance of misunderstanding

Conciseness
Control
Confidence
Clarity
Capability

A

Control

75
Q

Effective coms depend on capable, well trained, senders and receivers. It involves technical proficiency, ability to communicate, listen effectively, and initiate effective messages. Emotional control and remain calm under stress and follow procedures

Conciseness
Control
Confidence
Clarity
Capability

A

Capability

Company Officer 6th (12 decks)

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