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Company Officer > Chapter 5 > Flashcards

Chapter 5 Flashcards

communication

1
Q

Cos must communicate effectively w/

A

supervisors , subordinates and public

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2
Q

Most Daily tasks perform involve interpersonal Comm Such as:

A
  • receiving orders from superiors and comm them to subordinates
  • comm with others at emergency
  • interaction w/ citizens
  • writing reports
  • training /instructions
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3
Q

Characteristics of interpersonal comm includes :

A
  • informal language
  • informal nonverbal clues
  • freq change of speaker/listener roles
  • spontaneity
  • formality ( command vs discussion)
  • intensity ( tone , pitch and volume ) p.95
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4
Q

interpersonal comms consist of the following : x5

A
  • sender
  • message
  • receiver
  • feedback
  • interference
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5
Q

senders encode their message based on a number of factors :

A
  • edu level
  • position of authoery
  • personal or ethnic backround
    p. 96
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6
Q

receivers are more likely to’’ clearly and respond to senders through’’

A

understand the message
feedback

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7
Q

5 general purposes for Interpersonal Comms

A
  • to learn
  • relate
  • influence
  • play
  • help
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8
Q

Avoid language that might be

A
  • offensive
  • gender biased
  • racist
  • stereotyped
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9
Q

Practicing the following guidelines will hone verbal comms skills :

  • engage in ‘’
  • take responsibility for’’
  • show respect for ‘’ and thoughts of the other person
  • try to gain ‘’ in speaking
  • be aware of any ‘’ of the receiver
  • avoid ‘’ a problem while angry or otherwise experiencing strong emotions
A

dual perspective
personal feelings and thoughts
feelings
accuracy and clarity
special needs
speaking or addressing p. 97

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10
Q

non-verbal comms consist of

A
  • body language
  • vocal tones and inflections
  • personal appearance
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11
Q

nonverbal comms can reveal and project a persons

A
  • self perception
  • emotional state
  • approachability
  • cultural background
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12
Q

bried description of nonverbal elements and recomm for improving them are as follows:

A
  • 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
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13
Q

Listening, unlike simply hearing is an active process that includes the following :

A
  • attending ( focusing)
  • understanding ( decode message)
  • Remembering ( notes, asking questions, mnemonic)
  • Evaluating ( assessing)
  • Responding ( providing feedback)
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14
Q

Active listening is a comm tech used in

A

Counseling
Training
Conflict resolution p.100-101

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15
Q

listening for and repeating back key elements of speech is a great way to develop

A

better listening skills

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16
Q

Active listening requires that the listener fully ‘’ x4 what is being said

A
  • concentrate
  • understand
  • respond
  • remember p. 101
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17
Q

daily oral comm with crews on and off incidents scene include

A
  • issuing crew assignments
  • pass along info
  • career counseling
  • assigning tasks
  • receiving reports
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18
Q

if possible remove comm barriers such as ‘’

A

noises, visual distractions

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19
Q

fear of public speaking can be overcome through

A
  • practice
  • public speaking
  • private or civic orgs
  • instructor traing programs
  • good prep
  • watching anazlyng ted talks p. 101
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20
Q

when issuing instruction to the crew Cos should

A
  • choose words carefully
  • deliver message clearly and concisely
  • validate understanding
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21
Q

effective comm skills are critical to
- imparting “
- issuing ‘
- keeps crews ‘
- describing ‘
- critiquing ‘

A

knowledge
commands
attention
skills
training

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22
Q

3 types of speeches are

A

persuasive
informative
instructional

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23
Q

what speech is the most difficult to develop

A

persuasive

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24
Q

key points in writing a persuasive speech :
1. gain audience ‘’
2. describe problem and ‘’
3. present’
4. describe’
5. provide basic steps needed ‘’

A

attention w/ intro
demonstrate the need for change
best solution
best solution
to accomplish change

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25
Q

informative provide the audience w/ info on Variety of topics :

A
  • idea
  • objects
  • procedures
  • people
  • event
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26
Q

instructional speeches are used to

A

teach
visual add
demo

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27
Q

what is the easiest speech to develop

A

informative

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28
Q

what do Co’s use informative speeches to do ?

A

status reports
project updates
educate the public /media
describe events
training

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29
Q

follow these practices to successfully write and present informative speeches:
adapt the ‘’ to the audience
speak to the ‘’ of your audience
motivate the ‘’ to listen to the speech
‘’ the info
‘’ the topic in logical manner
use ‘’ to move the listener through the topic
use both ‘’ and ‘’ reinforcement of ideas
build on the ‘

A

topic
level
audience
repat
organize
clear transitions
verbal and nonverbal
familiar p. 103

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30
Q

Public relation speeches may be ‘’ or ‘’ in nature

A

informative / persuasive

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31
Q

Pr speeches help

A

inform and address community concerns

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32
Q

when preparing speech or oral presenation follow this sequence:
- select ‘’
- determine ‘’
- generate ‘’
- develop ‘’
- gather ‘’
- ‘’ speech
- ‘’ speech
- ‘‘speech
- ‘’ speech

A

topic
purpose
ideas
central idea
support evidence
organize
rehearse
eval p.104

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33
Q

Cos may have to prepare written comms such as :

A
  • reports
  • press releases
  • letters
  • memos
  • polices procures
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34
Q

written comms must ‘‘x3 in appearance

A

accurate, consise and professional

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35
Q

documents are written to

A

educate, persuade, inform or enlighten

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36
Q

any dignity comm is part of

A

permanent record

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37
Q

effective writing helps to ensure that the intended purpose is

A

attained

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38
Q

Co’s must be aware that any form of written comm can be considered ‘’ and ‘’

A

public record and may be used in legal process

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39
Q

1st step in writing any doc is to determine its ‘’ x3

A

audience, scope and purpose

40
Q

written docs must be ‘’ in appearance

A

accurate, concise and professional

41
Q

most CO’s have to ‘‘x4each doc that carries their signature

A

research, draft, finalize and edit

42
Q

Documents are written to ‘‘x 4

A

educate, persuade, inform or enlighten

43
Q

knowing what helps to keep the writer and doc focused

A

Audience

44
Q

The scope of a Doc refers to its subjects ?

A

topic or thesis statement

45
Q

3 part format for a standard training lesson or plan:

A

an intro, body and conclusions. 105

46
Q

Common writing practices requires that outlines be balanced with a min of ‘’ under each heading

A

2 points

47
Q

Balance also applies to the use of

A

bullets, numbers or letters

48
Q

headings should be expressed in ‘’ form

A

parallel

49
Q

Co’s journals should keep track of what ?

A
  • what happen during shift
  • pass along info
  • out of service equipment
  • public concerns
  • documenting internal occurrence requiring further actions
    p. 107
50
Q

what is a quick and simple way of transmitting a message

A

memo ( may be considered public record)

51
Q

majority of memos are written to provide the following 6 things :

A

Who, what , where , when , why and how

52
Q

memos should be ?

A

short and to the point

53
Q

when proofreading look for ? x5

A
  • correct spelling
  • punctuation
  • grammar
  • neatness
  • consistent format
54
Q

memos 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
- check ‘’ for accuracy
- put ‘’ that can’t be public info
- don’t use for ‘‘x2 or personal comm
- no ‘’
- no ‘‘or ‘’
- remembers memos sent will be ‘’

A

facts/data
nothing in writing
criticism, reprimands
profanity
sexist, racist / bad language
exist forever

55
Q

like memos ‘’ can be part of public record

A

emails

56
Q

important reasons for org’s to have proper email etiquette ? x3

A
  • professionalism
  • efficiency
  • liability protection
    p108-09
57
Q

Comparing emails to letters ?
length
audience
format
represents

A

brief vs long
internal vs external
formal/informal vs formal
subunits vs entire org p. 109

58
Q

Make sure letters properly reflect image of org by x3

A
  • proofreading
  • content is accuracy
  • have it approved
59
Q

accepted format of most business letter consist of

A
  • heading
  • opening
  • body
  • closing
60
Q

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

A

tone
sincere
reader centered
please and thank you
personalize

61
Q

what are public records, stick to the facts

A

reports

62
Q

what are subject to be levied by litigation

A

reports

63
Q

personal notes can be ‘’ and may prove beneficial if the writer is called to testify

A

subpoenaed

64
Q

Data from reports is used to provide proof to ‘’ on both nationals and local levels

A

support funding

65
Q

reports can also serve as means to documents

A

exposure risks
injuries and illnesses for individual FF p. 110

66
Q

Form base reports- done on a day basis
They may include x6

A
  • incident reports
  • investigation reports
  • internal and external inspection reports
  • injury reports
  • training
  • attendance
67
Q

The following characteristics describe a carefully completed form x4

A
  • legible
  • accurate
  • complete
  • objective
    p. 111
68
Q

what ‘’ REPORTS – result of a form report of it may be generated as part of a project or analysis

A

Narrative

69
Q

Narrative reports are written in essay form topic include ( reports x3 , resource ..’’ and what type of plans ‘’)

A
  • staff reports
  • technical reports
  • incident reports
  • resources allocated analyzes
  • business, master, strategic or work plans
70
Q

1st step in a narrative report is to determine its ‘’
Than, who the intended’ ‘will be
Determines the format of reports

A

purpose, audience

71
Q

what ‘’ reports will be formal with detail of costs, services and needs

A

annual

72
Q

Types of narrative reports include :
* 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

A

Justifications
recommendations
Progress
progress/ Justification
description

73
Q

What ‘’ is used to determine org decision making

A

policy

74
Q

detailed plan of action that is closely related to the policy ( written in steps )

A

procedures

75
Q

what defines what must be done

A

policy

76
Q

what describes steps required to comply with polices

A

procedures p. 112

77
Q

Procedure manuals may include

A

training manuals , operational manuals and maintenance manuals

78
Q

Basic format – policy /procedures doc generally contain
- statements of ‘’
- ‘‘page
- procedures or policies organized by specific ‘‘or ‘’
- ‘’ containing copies of froms that refer to the body

A

purpose/scope
content
topic or function
appendices

79
Q

Policy and procedures doc’s contain the following “” x10
“ what its about
“ tracking #
“ original ‘’
‘procedure # replaced w/ current page
‘ initials of authority
‘list of pp to whom its issued
‘’ person /group to whom it applies
‘’ # indicating postion w’i doc
‘‘indications if original or revision
‘’ indication of appropriate forms to comply

A

Subject
policy #
dates
supersedes
approvals
distribution
applicability
pages
revison
forms used

80
Q

Orgs that revise through email need to establish tracking methods to ensure personnel and sites have

A

received , read and understood material p. 113

81
Q

Common types of Comm equipment: x10

A
  • radios
  • telephones
  • wireless broadband connections
  • geographic info system
  • citizens band radio
  • pagers
  • fax machines
  • mobile data systems
  • gps
  • amateur radio system
82
Q

common element of radio systems include :

A
  1. base radio – think 911 center
  2. mobile radios – radio in truck
  3. portable radios
  4. repeater system – receive a signal from radio and boost it than transmit it p114
83
Q

Each incident command function may require 1 or more radio frequencies on large incidents ex include ?

A
  • command
  • tactical ops
  • support ops
  • air to ground
  • air to air
  • medical services
84
Q

what ‘‘are most often used to notify volunteer , paid on call and off duty career personnel and staff officers

A

pagers

85
Q

Alternative comm methods include :
- ‘’ based telephones
- ‘’ phones
- ‘‘phones
- ‘‘machines
- ‘’ (2 words) connection – allows voice/image transfer, 10x faster than modems . allow easy views of maps and photos
- ‘‘(2 words) terminal – transmit dispatch info , incident/Pt. status , messages not appropriate for radio, ( Comps in the trucks)
- ‘‘(2 words) computer – like a MDT but it has key board and allows 2 way comms
- ‘’ info system – comp readable description of geographic features
- G’‘(2 letters)
- ‘band radio
- ‘’ radio networks – for volunteer ham radios operators , have acess to externsice radio comms newtworks /equip

A

Land based
cellular
satellite
fax
wireless broadband
mobile data
mobile data
Geographic
gps
citizens band
amateur p. 116-17

86
Q

what ‘has the ability of a system to work w and use parts or equipment of another system .

A

interoperability

87
Q

4 key objectives in development of NIMS/ICS STANDARD :

  • provide enhanced functionality ‘‘for public needs
  • improve ‘’ efficiency
  • ensure competition among ‘’
  • all effective , efficient and reliable ‘‘and ‘’ comm’s
A

equip/capabilities
spectrum
vendors
intra- agency and interagency comms p.117

88
Q

comm’s Procedures must accomplish 2 things :

A
  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
89
Q

new , media , public and FCC can monitor all ?

A

radio comms

90
Q

what does clear text mean

A

plain english.118

91
Q

5 C’s of radio comms are

A
  • conciseness
  • clarity
  • confidence
  • control
  • capability
92
Q

Must train as much with radios as

A

scba ropes hoses and ladders

93
Q

Every emergency crew member must be trained on the following topics

A

basic radio ops
- radio freq assignment .usage
- org radio procedures to be followed both in routine .emergancy
- Saftey
- Care and maintenance p119

94
Q

Potential prob w/ use of clear text – radio operators may ‘’ transmitting

A

ramble while p.120

95
Q

statement that identifies general philosophy, may be included in policy

A

guidline

96
Q

a petition to federal, state, or local agency for access to records concerning a specific topic, individual or org

A

freedom of info act ( FOIA) Request

Company Officer (9 decks)

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