Chapter 5 Flashcards
Most of the daily tasks company officers perform involve some form of_____
Budgeting
Interpersonal communication
Ordering
Interpersonal communication
Informal language and informal nonverbal clues are characteristics of
Listening
Interpersonal communication
Teaching
Interpersonal communication
Frequent changes of the speaker and listener roles are a good example of
Interpersonal communication
Spontaneity, intensity (pitch tone and volume) , and formality (command vs discussion) are good examples of
Interpersonal communication
Interpersonal communication consists of the 5 basic elements
Sender
______
Receiver
Feedback to the sender
_____
Message
Interference
This element of interpersonal communication consists of the information intended for multiple senses (sight, hearing, taste, smell, touch)
Sender
Message
Receiver
Feedback to sender
Message
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
Encode
When senders take _____ characteristics into account, receivers are more likely to understand the message clearly
Receivers
Learners
Listeners
Receivers
When senders pay attention to receiver feedback, they can ______ the message to improve communication
Modify
Change
Include
Modify
Selecting the correct ____ for communication is necessary to reduce the potential for interference
Instruction
Medium
List
Medium
For communication to be effective, both sender and receiver must agree on its
Reasoning
Facts
Purpose
Purpose
To learn, relate, influence, play, and help are the five general ____ for interpersonal communication
Rules
Purposes
Influences
Purposes
Word selection is particularly important when speaking to people who do not have a shared ____ with the speaker
Experience
Title
Rank
Experience
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
Show respect for the feelings and thoughts of the other person
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
Vocal characteristics
Nonverbal components - eliminate filler words and empty phrases. Closely monitoring your accent
Vocal characteristics
Vocal interferences
Eye contact facial expressions
Gestures
Vocal interferences
Nonverbal components _ match facial expressions to the message and parts of the message
Facial expressions
Eye contact
Gestures
Personal appearances
Facial expressions
In addition to good posture, ____ includes a sense of calmness and control
Happiness
Poise
Proximity
Touch
Poise
Listening skills- paying strict attention to the speaker and ignoring any other distractions
Understanding
Attending
Remembering
Evaluating
Attending
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
Understanding
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
Remembering
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
Evaluating
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
Responding
The three types of speeches and presentations most commonly used by company officers are
Academic, informant, persistent
Persuasive, informative, instructional
Needed, unneeded, seen
Persuasive informative instructional
_____ speeches may be difficult to develop and yet can be the most important speeches an officer can give
Persuasive
Informative
Instructional
Persuasive
Describing a problem and supplying a solution is intended to ___
Redirect the problem
Cause change
Anarchy
Cause change
When forming steps of a persuasive speech, the action step must be
Quick and to the point
Easy and manageable
Interesting to hold attention
Easy and manageable
____ speeches are easiest to develop when supporting data is compiled and analyzed
Persuasive
Informative
Instructional
Informative
Informative speech topic that explains principles, theories, and concepts
Ideas
Objects
Procedures
People
Events
Ideas
Informative speech topic to explain a tangible object
Ideas
Objects
Procedures
People
Events
Objects
Informative speech topic to describe how something works or outlines a process
Ideas
Objects
Procedures
People
Events
Procedures
Informative speech topic to prove a general overview of a persons life or may focus on one specific event
Ideas
Objects
Procedures
people
Events
People
Informative speech topic to describe an actual event
Ideas
Objects
Procedures
People
Events
Events
___ speeches are used to teach the audience how to do something and normally include a visual aid or demonstration
Persuasive
Informative
Instructional
Instructional
This type of speech helps keep the public informed and address community concerns
Public relations speeches
Public information speeches
Public relations speeches
Step 1/7 of preparing a speech or presentation
Determine the purpose
Select the topic
Generate ideas
Develop the central idea
Select the topic
Step 2 of preparing a speech or presentation
Develop the central idea
Determine the purpose
Generate ideas
Gather supporting evidence
Determined the purpose
Step 3/9 of preparing a speech or presentation
Generate ideas
Develop the central idea
Father supporting evidence
Organize the speech
Generate ideas
Step 4/9 of preparing a speech or presentation
Rehearse the speech
Organize the speech
Develop the central idea
Gather supporting evidence
Develop the central idea
Step 5/9 of preparing a speech or presentation
Deliver the speech
Generate ideas
Gather supporting evidence
Organize the speech
Gather supporting evidence
Step 6/9 of preparing a speech or presentation
Organize the speech
Rehearse the speech
Develop the central idea
Evaluate the speech
Organize the speech
Step 7/9 of preparing a speech or presentation
Organize the speech
Rehearse the speech
Deliver the speech
Evaluate the speech
Rehearse the speech
Step 8/9 of preparing a speech or presentation
Organize the speech
Rehearse the speech
Deliver the speech
Evaluate the speech
Deliver the speech
Step 9/9 of preparing a speech or presentation
Organize the speech
rehearse the speech
Deliver the speech
Evaluate the speech
Evaluate the speech
Written communication must be accurate, concise, and ____
To the point
Relevant
Professional in appearance
Professional in appearance
Documents are written to educate, persuade, inform, and ___
Enlighten
Develop
Keep in touch
Enlighten
Effective writing helps to ensure that the intended purpose is
Done correctly
Attained
Appropriate
Attained
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
Written communications
The first step to writing any document is to determine its audience, scope, and ____
Meaning
Purpose
Reading level
Purpose
The ____ of the document refers to its subject and how broad or narrow the coverage of it is
Title
Scope
Memory
Scope
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
Action
Company officers must remember to stay within the ______ when sending electronic communications
Knowledge of practice
Sop/sog
Chain of command
Chain of command
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
Letters
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
Justification
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
Recommendation
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
Progress
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
Progress and justification
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
Descriptive
A ____ is used to determine organizational decision making
Policy
Procedure
Handbook
Code
Policy
A _____ is a detailed plan of action that is similar and closely related to a policy
Procedure
Handbook
Code of conduct
Ethics code
Procedure
___ detail in writing the steps to follow in conducting organizational policy for some specific reoccurring problem
Policy
Procedures
Handbooks
Guidelines
Procedures
At an emergency scene, the preferred method of communication is
Over the radio
Direct, face to face
Through hand signals
Direct, face to face communication
Radio usually at station, telecommunications center, or at large scale incidents where scaled down version is assembled
Base radio
Portable radios
Mobile radios
Base radios
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
Mobile radios
Radio kept on person
Base radio
Mobile radio
Portable radio
Portable radios
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
Repeater system
The use of alternative communications depends on the level of ______ of the organization involved in the incident
Education
Preparedness
Language
Preparedness
_____ is the ability of a system to work with and use the parts of equipment or another system
Comparability
Interoperability
Mobility
Interoperability
___ is a vital part of implementing the national incident management system during emergency response
Interoperability
Comparability
Comparable features
Interoperability
Incident communications procedures are often
Conformed
Agency specific
The same everywhere
Agency specific
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
Conciseness
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
Clarity
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
Confidence
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
Control
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
Capability
