Chapter 5 Flashcards
communication
Cos must communicate effectively w/
supervisors , subordinates and public
Most Daily tasks performed, involve ‘’’ examples are :
- receiving orders from superiors and comm them to subordinates
- comm with others at emergency
- interaction w/ citizens
- writing reports
- training /instructions
interpersonal Comm
THE FOLLOWING ARE Characteristics of ‘’’ comm:
- informal language
- informal nonverbal clues
- freq change of speaker/listener roles
- spontaneity
- formality ( command vs discussion)
- intensity ( tone , pitch and volume ) p.95
interpersonal
interpersonal comms consist of the following : x5
S
M
R
F
I
- sender
- message
- receiver
- feedback
- interference
senders ‘’’ their message based on a number of factors :
edu level
- position of authoery
- personal or ethnic backround
p. 96
encode
receivers are more likely to’’ clearly and respond to senders through’’
Interference can be encountered when sending and receiving a message; therefore, it is important to pay attention to -
understand the message
feedback
5 general purposes for Interpersonal Comms:
L,R,I,P,H
- to learn
- relate
- influence
- play
- help
Avoid language that might be:
O
GB
R
S
- offensive
- gender biased
- racist
- stereotyped
Practicing the following guidelines will hone ‘’’ skills :
- engage in Dual perspective
- take responsibility for Personal feelings and thoughts
- show respect for Feelings and thoughts of the other person
- try to gain Accuracy and clarity in speaking
- be aware of any Special needs of the receiver
- avoid Speaking or addressing a problem while angry or otherwise experiencing strong emotions
verbal comms
p. 97
’’ comms consist of:
- body language
- vocal tones and inflections
- personal appearance
non-verbal
’’’ comms can reveal and project a persons:
- self perception
- emotional state
- approachability
- cultural background
nonverbal
THE FOLLOWING ARE brief description of ‘’’ and recomm for improving them are as follows:
vocal characteristics ( speak slow , make sure words are understood)
- vocal interference ( no filler words and empty phrases )
- eye contact ( 2 muh eye contact be damaging , native americans believe that its disrespectful if not same gender, status or family )
- Facial expression ( universal face expression for 7 emtions are anger , fear, contempt, disgust, joy, sadness and surprise)
- Gestures
- Personal appearance
- Posture
- Poise ( sense of calm and control)
- Proximity ( distance b/tw pp your talking to )
- Touch
-nonverbal elements
Listening, unlike simply hearing is an active process that includes the following :x5
A
U
R
E
R
- attending ( focusing)
- understanding ( decode message)
- Remembering ( notes, asking questions, mnemonic)
- Evaluating ( assessing)
- Responding ( providing feedback)
’’’ is a comm tech used in:
Counseling
Training
Conflict resolution p.100-101
Active listening
listening for and repeating back key elements of speech is a great way to develop
better listening skills
'’a communication technique used in counseling training and complex resolution. It requires that the listener fully concentrates understands response and then remembers what is being said.
p. 101
Active listening
daily oral comm with crews on and off incidents scene include:
ICA
PAI
CC
AT
RR
- issuing crew assignments
- pass along info
- career counseling
- assigning tasks
- receiving reports
if possible remove comm barriers such as ‘’
noises, visual distractions
fear of ‘’’ can be overcome through:
- practice
- public speaking
- private or civic orgs
- instructor traing programs
- good prep
- watching anazlyng ted talks p. 101
public speaking
when issuing instruction to the crew Cos should
- choose words carefully
- deliver message clearly and concisely
- validate understanding
effective comm skills are critical to
- imparting “
- issuing ‘
- keeps crews ‘
- describing ‘
- critiquing ‘
knowledge
commands
attention
skills
training
3 types of speeches are
persuasive
informative
instructional
what speech is the most difficult to develop and yet can be the most important speeches. An officer can give describing a problem in supplying a solution is intended to cause change.
persuasive
key points in writing a ‘’ speech :
attention w/ intro
demonstrate the need for change
best solution
best solution
to accomplish changed ‘’
persuasive
informative speeches provide the audience w/ info on Variety of topics : I,O,P,P,E
- idea
- objects
- procedures
- people
- event
instructional speeches are used to:
T
VA
D
teach
visual add
demo
what is the easiest speech to develop
informative
what do Co’s use ‘’’ speeches to do ?
status reports
project updates
educate the public /media
describe events
training
informative
Follow these practices to successfully write and present A ‘’’ speeches:
Adapt the topic to the audience
speak to the level of your audience
motivate the audience to listen to the speech
repeat the info
orginize the topic in logical manner
use clear transition to move the listener through the topic
use both verbal and nonverbal reinforcement of ideas
build on the fimilair p. 103
informative
Public relation speeches may be ‘’ or ‘’ in nature
informative / persuasive
WHAT ‘’ speeches help Inform and address community concerns
PR
WHEN ‘’’’’ SPEECH or oral presenation follow this sequence:
- select topic
- determine Purpose
- generate Ideas
- develop Central idea
- gather Supporting evidence
- Organize speech
- Rehearse speech
- Evaluate speech
preparing speech
Cos may have to prepare written comms such as :
R
PR
L
M
PP
- reports
- press releases
- letters
- memos
- polices procures
written comms must ‘‘x3 in appearance
accurate, consise and professional
documents are written to: E,P,I,E
educate, persuade, inform or enlighten
any digital comm is part of
permanent record
effective writing helps to ensure that the intended purpose is
attained
Co’s must be aware that any form of written comm can be considered ‘’ and ‘’
public record and may be used in legal process
1st step in writing any doc is to determine its ‘’ x3
audience, scope and purpose
written docs must be ‘’ in appearance:
A
C
P
accurate, concise and professional
most CO’s have to ‘‘R,D,F,E each doc that carries their signature
research, draft, finalize and edit
Knowing YOUR ‘’’’’’ helps to keep the writer and doc focused
Audience
What scope of a Doc refers to its subjects ?
topic or thesis statement
3 part format for a standard training lesson or plan:
an intro, body and conclusions. 105
Common writing practices requires that outlines be balanced with a min of ‘’ under each heading
2 points
Balance also applies to the use of:
B
N
L
bullets, numbers or letters
headings should be expressed in ‘’ form
parallel
Co’s ‘’’ should keep track of what:
- what happen during shift
- pass along info
- out of service equipment
- public concerns
- documenting internal occurrence requiring further actions
p. 107
journals
what is a quick and simple way of transmitting a message
memo ( may be considered public record)
majority of memos are written to provide the following 6 things :
Who, what , where , when , why and how
memos should be ?
short and to the point
when proofreading look for ? x5
- correct spelling
- punctuation
- grammar
- neatness
- consistent format
’’’’ can be a source of embarrassment and legal difficulties so caution should be taken the following should be should be used as a guideline to determine and edit appropriate content
-facts/data
nothing in writing
criticism, reprimands
profanity
sexist, racist / bad language
exist forever
- remembers memos sent will be ‘’
memos
like memos ‘’ can be part of public record
emails
important reasons for org’s to have proper email etiquette ? x3
P
E
LP
- professionalism
- efficiency
- liability protection
p108-09
Comparing emails to letters ?
length
audience
format
represents
brief vs long
internal vs external
formal/informal vs formal
subunits vs entire org p. 109
Make sure letters properly reflect image of org by:
P
A
A
- proofreading
- content is accuracy
- have it approved
accepted format of most business letter consist of
- heading
- opening
- body
- closing
follow these general Guideline for composing letters
consider the ‘’ of the letter
be ‘’ in the message
make the letter ‘’
express praise easily and always say ‘’ or ‘’
‘’ the letter when possible
tone
sincere
reader centered
please and thank you
personalize
what are public records, stick to the facts
reports
what are subject to be levied by litigation
reports
personal notes can be ‘’ and may prove beneficial if the writer is called to testify
subpoenaed
Data from reports is used to provide proof to ‘’ on both nationals and local levels
support funding
reports can also serve as means to documents
exposure risks
injuries and illnesses for individual FF p. 110
’’ base reports- done on a day basis
They may include;
- incident reports
- investigation reports
- internal and external inspection reports
- injury reports
- training
- attendance
Form
The following characteristics describe a carefully completed form:
L
A
C
O
- legible
- accurate
- complete
- objective
p. 111
what ‘’ REPORTS – result of a form report of it may be generated as part of a project or analysis
Narrative
’’’ reports are written in essay form topic include
- staff reports
- technical reports
- incident reports
- resources allocated analyzes
- business, master, strategic or work plans
Narrative
1st step in a narrative report is to determine its ‘’
Than, who the intended’ ‘will be
Determines the format of reports
purpose, audience
what ‘’ reports will be formal with detail of costs, services and needs
annual
Types of narrative reports include : J,R,P,P/J
* focuses on why a course of actions was taken
*state problems and resolve
*overview of progress
* process, projects or items that give audience a detail image of subject
Justifications
recommendations
Progress
progress/ Justification
description
What ‘’ is used to determine org decision making
policy
detailed plan of action that is closely related to the policy ( written in steps )
procedures
what defines what must be done
policy
what describes steps required to comply with polices
procedures p. 112
’’’’ may include:
training manuals
operational manuals
maintenance manuals
Procedure manuals
’’’ – policy /procedures doc generally contain
- statements of Purpose and scope
- Content page
- procedures or policies organized by specific Topic or function
- appendices containing copies of froms that refer to the body
Basic format
WHAT ‘’ AND ‘’ doc’s contain the following THE FOLLOWING INFO:
subject -what its about
policy # - tracking #
original dates
supersedes procedure # replaced w/ current page
approvals initials of authority
distribution is of pp to whom its issued
applicability person /group to whom it applies
page # indicating postion w’i doc
revision indications if original or revision
‘forms used indication of appropriate forms to comply
Policy and procedures
Orgs that Distribute through revision need to establish tracking methods to ensure personnel and sites have
received , read and understood material p. 113
Common types of ‘’’ equipment:
- radios
- telephones
- wireless broadband connections
- geographic info system
- citizens band radio
- pagers
- fax machines
- mobile data systems
- gps
- amateur radio system
Communication
common element of radio systems include :
BR
MR
PR
RS
- base radio – think 911 center
- mobile radios – radio in truck
- portable radios
- repeater system – receive a signal from radio and boost it than transmit it p114
Each incident command function may require 1 or more radio frequencies on large incidents ex include :
C
T OPS
S OPS
A TO G
A TO A
MS
- command
- tactical ops
- support ops
- air to ground
- air to air
- medical services
what ‘‘are most often used to notify volunteer , paid on call and off duty career personnel and staff officers
pagers
””” methods include :
LAND based telephones
CELL phones
SATELITE phones
FAX machines
WIRELESS BROADBAND connection – allows voice/image transfer, 10X FASTER THAN MODEMS Allow easy views of maps and photos
MOBILE DATA terminal – transmit dispatch info , incident/Pt. status , messages not appropriate for radio, ( Comps in the trucks)
MOBILE DATA computer – like a MDT but it has key board and allows 2 way comms
GEOGRAPHIC info system – comp readable description of geographic features
GPS
CITIZENS band radio
AMATEUR radio networks – for volunteer ham radios operators , have acess to externsice radio comms newtworks /equip
Alternative comm
p. 116-17
what ‘has the ability of a system to work w and use parts or equipment of another system .
interoperability
4 key objectives in development of ‘’’
- provide enhanced functionality Equipment/capabilitiesfor public needs
- improve Spectrum efficiency
- ensure competition among Vendors THROUGH OPEN SYSTEMS
- allOWS effective , efficient and reliable intra - agency and interagency comm’s
NIMS/ICS STANDARD :
’’’’ must accomplish 2 things:
1. est. use of specific common terms ( clear text) that mean the same thing to all
2. est. a system of transmitting periodic progress reports to keep all units current on the progress of incidents
Communication Procedures
new , media , public and FCC can monitor all ?
radio comms
what does clear text mean
plain english.118
5 C’s of radio comms are
- conciseness
- clarity
- confidence
- control
- capability
Must train as much with radios as
scba ropes hoses and ladders
Every ‘’’’ member must be trained on the following topics:
basic radio ops
- radio freq assignment .usage
- org radio procedures to be followed both in routine .emergancy
- Saftey
- Care and maintenance p119
emergency crew
Potential prob w/ use of clear text – radio operators may ‘’ transmitting
ramble while p.120
statement that identifies general philosophy, may be included in policy
guidline
a petition to federal, state, or local agency for access to records concerning a specific topic, individual or org
freedom of info act ( FOIA) Request
Paying strict attention to the speaker and ignoring any other distractions in order to improve a listener’s ability to focus on the message company officers should provide an environment that is free of distractions as possible is what listening skills
ATTENDING
RemembERING
UNDERSTANDING
EVALUTATING
RESPONDING
Attending
Other ways to improve ‘’ skills through focus(attending) are:
Looking at the speaker when possible
Visualizing the situation or event
Waiting until the speaker has finished
delivering the message before responding
Listening to the verbal message and observing nonverbal messages
listening
What listening skill””” decodes the message and assigns meaning to it involving the following actions.. Examples include :
Organizing the message into logical pattern
Intercepting nonverbal cues
Asking questions to clarify meetings
ATTENDING
Remembering
UNDERSTANDING
EVALUTATING
RESPONDING
Understanding
What listening skill?”” is retaining information in short term and then long-term memory techniques for better recall include.: Examples include :
Taking notes
Repeating information back to this under
Using mueumonic devices
Ask questions about unclear information
ATTENDING
UNDERSTANDING
Remembering
EVALUTATING
RESPONDING
Remembering
What listening?”” Critically, analyze information to determine how accurate it is separating fact from opinion elements to effectively evaluating a message: examples include :
Drawing on personal experience
Assessing the credibility of the speaker
Intercepting nonverbal cues
ATTENDING
Remembering
UNDERSTANDING
EVALUTATING
RESPONDING
Evaluating
What listening skill is providing feedback to the sender, indicating that the message or information has been understood or that it requires more explanation. There are three basic types of responses. example include :
Verbal such as asking questions or request requesting more info
Nonverbal such as sleeping in class
Written such as answering questions on a test
ATTENDING
Remembering
UNDERSTANDING
EVALUTATING
RESPONDING
Responding
What usage made block cell phones and or smart phones during large scale incidents
Heavy media public usage
The following steps outline key points in the writing and delivering a ‘'’speeches:
Gain the audience attention through an introduction
Describe the problem and demonstrate the need for a change
Present the best solution
Describe the best solution
Provide the audience with the basic steps needed to accomplish the change
persuasive
Company officers may be called upon to assist in the development or a division of their organizations, policies and procedures. These documents may be called different names, including, but not the limited two.
SOP
SOG
PPM
Go
SOP
SOG
PPM - policy procedure manuals
GO - general order
- Facial expression ( universal face expression for 7 emtions are ?
A
F
C
D
J
S
S
anger , fear, contempt, disgust, joy, sadness and surprise)
’’’ are 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. The contents may be similar to that of a memo or email and it should include information that is normally found in a report.
letters
Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, “on the contrary, however, yet, but, in spite of, and nevertheless? “
Showing contrast or qualifications
Indicating continuously
Showing cause of effect
Indicating exemplification
Show contrast or qualification.
Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, “for example, for instance, namely, and to illustrate? “
Showing contrast or qualifications
Indicating continuously
Showing cause of effect
Indicating exemplification
Indicate exemplification.
Company officers should realize that there may be strong organizational restrictions placed upon the use of social media..
Official documents require the use of formal spelling and grammar conventions.
Company officers may be tasked with communicating through social media sites.
regarding ??
Social media
What would be the telephone of choice to provide reliable communications that are free of the limitations and interference that are characterized by other types of telephonic communications?
Satellite phones
Receivers then encode their messages based on Individual ‘’’
Individual characteristics of their own.
Paying strict attention to the speaker while ignoring any other distractions is called -
Attending
’’’’ reports following the steps below :
Determine the purpose of the report
Decide who the intended audience will be
The topic is thoroughly researched
An outline is developed based on the format
At least two topics supports each main topic and the outline
Report follow basic and conclusion format and also includes a brief review or executive summary
narrative
Regarding memos 6 types of communtions : Explaining the reason for the action in an email or memo would be considered the -
why
Regarding memos 6 types of communtions : person responsible for the task reaction
Who
Regarding memos 6 types of communtions : task action that is expected or has been accomplished
What?
Regarding memos 6 types of communtions : for an action to take place or it may set a deadline
When
Regarding memos 6 types of communtions: Location of the Task or action
Where?
Regarding memos 6 types of communtions : steps for implementing the task reaction
How
The area of a letter that includes the date, address block of the recipient, attention line, and salutation is called the -
Opening
What fire department document defines the needs of the department or organization and allows manufacturers or their authorized distributors to decide if they can meet bid specifications?
RFP (Request For Proposal).
Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, “besides, furthermore, in other words, and to begin with?”
Showing contrast or qualifications
Indicating continuously
Showing cause of effect
Indicating exemplification
Indicate continuity.
Incident reports, injury reports, fire investigating reports, training reports, etc., would all be considered
Form-based reports.
Which of the following are generally written to preclude deviation from the standard being set
Rules and regs
What is unlike simply hearing it is an active process
Listening
Regarding the five C’s of radio communication:
Message should be as concise as possible to avoid congesting assigned frequencies company. Officers must plan their transmission before keying. The microphone message should be specific task, oriented and directed at companies, not individuals.
Capability
Control
Confidence
Clarity
conciseness
Conciseness
Regarding the five C’S of radio communication:
Company officers should combined clarity and simplicity, and describe only one task at a time orders issued two different units. Must be specifically spaced to avoid any question that separate orderS being transmitted
Capability
Control
Confidence
Clarity
conciseness
Clarity
Regarding the five C’S of radio communication: a calm and natural tone and speaking at a controlled rate can communicate ‘’’’’
Capability
Control
Confidence
Clarity
conciseness
Confidence (Command presENSE)
Regarding the five C’S of radio communication: the IC and telecommunicator should follow establish radio protocol requiring the receiver to REPEAT THE MESSAGE back to the sender reduces the chances of misunderstanding:
Capability
Control
Confidence
Clarity
conciseness
Control
Regarding the five C’S of radio communication:Effective communication depends on capable, well-trained SENDER and receivers….’’’’’ IS not limited to technical proficiency it also includes the ability to communicate listen effectively and initiate effective messages. CEOs must be able to exercise EMOTIONAL CONTROL remain, distress, and follow establish communication procedures.
Capability
Control
Confidence
Clarity
conciseness
Capability
Interference can be encountered when sending and receiving a message; therefore, it is important to pay attention to -
Feedback
Verbal and nonverbal communication(company officer)
SendER
Portable radios are sometimes referred to as
Walkie-talkies, handy talkies, portables
trying to project personal feelings onto someone else by saying I know how you feel instead acknowledged and respect others positions to create strong relationships. A better way of responding to this is is to say I’m sorry you have to go through this what is this regarding verbal communications. showing respect for ‘’’’
Showing respect for the feelings and thoughts of others
Regarding verbal communication skills: be aware of the receivers frame of reference, recognize the listener as having a different perspective and attempt to relate it to by asking questions and listening with an open mind. this is engaging a ‘’’
Engaging a dual perspective
Regarding verbal communications: WHEN CONVEYING A PERSONAL OPINION, OR OFFERING A CORRECTIVE COURSE OF ACTION, USUALLY LANGUAGE THAT IS EYE BASE SUCH AS I BELIEVE, OR I THINK AVOID PHRASES SUCH AS YOU DISAPPOINT ME, OR YOU ARE WRONG FOCUS INSTEAD OUR LANGUAGE THAT OWNS ONE’S FEELINGS AND OFFERS AWAY FOR THE STUDENT TO CORRECT HIS OR HER ACTIONS SUCH AS I HOPE YOU WILL… this allows you to take ‘’’ for
Take responsibility for personal feelings and thoughts
Regarding verbal communication: avoid abstract language that can cause misunderstandING .. Avoid generalizations that result in stereotypes, be clear and accurate in all types of communication.. try to ‘’’
Try to gain accuracy and clarity and speaking
Messages should be ‘‘X3 at companies, not individuals:
S
TO
D
Specific
Task oriented
Direct
'’a process in which the listener repeats back to the speaker what they just heard to confirm understanding on the part of both parties
Reflective listening p. 101.
To effectively communicate the correct message in a relationship, the facial expression must match the __________. (p.99)
Verbal message
__________ is the process of engaging with individuals or a group using spoken language. (p.101)
ORAL COMMUNICATION
Effective oral communication skills are critical to imparting all BUT ‘’’‘(p.102)
OWNERSHIP
IN WHAT LOCATION IS preferred form of communication within the fire service being direct, face-to-face, voice communication? (p.114)
Emergency scene communication
would be characteristic of an informal speech in which a tangible object is explained?
OBJECTS
What nonverbal element is at play when you eliminate filler words and empty phrases?
Vocal interferences.
The physical distance between the company officer as he or she talks to an individual or group is known as -
Proximity
WHAT topics would be characteristic of an informal speech in which there is a general overview of a PERSON’S life or may focus on one specific event?
PEOPLE
Written reports must be all but
Subjective
In which section of a written policy and procedure would you find references to the persons or groups to whom the policy or procedure applies to?
Application
Listening is an active process that IS NOT SIMPLY ‘’’
HEARING
Decoding the message and assigning meaning to it is known as -
Listening
Critically analyzing a message to determine how accurate it is, is called -
Evaluating
Which of the following are generally written to preclude deviation from the standard being set?
RULES AND REG
indicates to the sender that the message or information has been understood or requires more explanation?
Responding
What is a GIS(Geographic Information System.)designed to do?
Provide computer-readable descriptions of geographical features in a particular area.
Receivers then encode their messages based on which of the following factors?
Individual characteristics of their own.
Which type of repeater system receives signals from portable or mobile radios and boosts their power so that signals can be received by other portable, mobile or base station radios?
Geographical area repeater system.
Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, “thus, consequently, therefore, and as a result ?”
SHOWING CAUSE AND EFFECT
