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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 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
A

interpersonal Comm

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3
Q

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

A

interpersonal

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4
Q

interpersonal comms consist of the following : x5
S
M
R
F
I

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

senders ‘’’ their message based on a number of factors :
edu level
- position of authoery
- personal or ethnic backround
p. 96

A

encode

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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:
L,R,I,P,H

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

Avoid language that might be:
O
GB
R
S

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

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
A

verbal comms
p. 97

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10
Q

’’ comms consist of:
- body language
- vocal tones and inflections
- personal appearance

A

non-verbal

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11
Q

’’’ comms can reveal and project a persons:
- self perception
- emotional state
- approachability
- cultural background

A

nonverbal

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12
Q

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

A

-nonverbal elements

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13
Q

Listening, unlike simply hearing is an active process that includes the following :x5
A
U
R
E
R

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

’’’ is a comm tech used in:
Counseling
Training
Conflict resolution p.100-101

A

Active listening

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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

'’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

A

Active listening

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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 ‘’’ can be overcome through:
- practice
- public speaking
- private or civic orgs
- instructor traing programs
- good prep
- watching anazlyng ted talks p. 101

A

public speaking

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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 and yet can be the most important speeches. An officer can give describing a problem in supplying a solution is intended to cause change.

A

persuasive

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24
Q

key points in writing a ‘’ speech :
attention w/ intro
demonstrate the need for change
best solution
best solution
to accomplish changed ‘’

A

persuasive

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25
Q

informative speeches provide the audience w/ info on Variety of topics : I,O,P,P,E

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

instructional speeches are used to:
T
VA
D

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 ‘’’ speeches to do ?
status reports
project updates
educate the public /media
describe events
training

A

informative

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29
Q

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

A

informative

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30
Q

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

A

informative / persuasive

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31
Q

WHAT ‘’ speeches help Inform and address community concerns

A

PR

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32
Q

’’’ or oral presenation follow this sequence:
- select topic
- determine Purpose
- generate Ideas
- develop Central idea
- gather Supporting evidence
- Organize speech
- Rehearse speech
- Evaluate speech

A

preparing speech

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33
Q

Cos may have to prepare written comms such as :
R
PR
L
M
PP

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: E,P,I,E

A

educate, persuade, inform or enlighten

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36
Q

any digital 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

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40
Q

written docs must be ‘’ in appearance:
A
C
P

A

accurate, concise and professional

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41
Q

most CO’s have to ‘‘R,D,F,E each doc that carries their signature

A

research, draft, finalize and edit

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42
Q

knowing what helps to keep the writer and doc focused

A

Audience

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43
Q

What scope of a Doc refers to its subjects ?

A

topic or thesis statement

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44
Q

3 part format for a standard training lesson or plan:

A

an intro, body and conclusions. 105

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45
Q

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

A

2 points

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46
Q

Balance also applies to the use of:
B
N
L

A

bullets, numbers or letters

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47
Q

headings should be expressed in ‘’ form

A

parallel

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48
Q

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
A

journals

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49
Q

what is a quick and simple way of transmitting a message

A

memo ( may be considered public record)

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50
Q

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

A

Who, what , where , when , why and how

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51
Q

memos should be ?

A

short and to the point

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52
Q

when proofreading look for ? x5

A
  • correct spelling
  • punctuation
  • grammar
  • neatness
  • consistent format
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53
Q

’’’’ 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 ‘’

A

memos

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54
Q

like memos ‘’ can be part of public record

A

emails

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55
Q

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

A
  • professionalism
  • efficiency
  • liability protection
    p108-09
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56
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

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57
Q

Make sure letters properly reflect image of org by:
P
A
A

A
  • proofreading
  • content is accuracy
  • have it approved
58
Q

accepted format of most business letter consist of

A
  • heading
  • opening
  • body
  • closing
59
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

60
Q

what are public records, stick to the facts

A

reports

61
Q

what are subject to be levied by litigation

A

reports

62
Q

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

A

subpoenaed

63
Q

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

A

support funding

64
Q

reports can also serve as means to documents

A

exposure risks
injuries and illnesses for individual FF p. 110

65
Q

’’ base reports- done on a day basis
They may include;
- incident reports
- investigation reports
- internal and external inspection reports
- injury reports
- training
- attendance

A

Form

66
Q

The following characteristics describe a carefully completed form:
L
A
C
O

A
  • legible
  • accurate
  • complete
  • objective
    p. 111
67
Q

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

A

Narrative

68
Q

’’’ reports are written in essay form topic include
- staff reports
- technical reports
- incident reports
- resources allocated analyzes
- business, master, strategic or work plans

A

Narrative

69
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

70
Q

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

A

annual

71
Q

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

A

Justifications
recommendations
Progress
progress/ Justification
description

72
Q

What ‘’ is used to determine org decision making

A

policy

73
Q

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

A

procedures

74
Q

what defines what must be done

A

policy

75
Q

what describes steps required to comply with polices

A

procedures p. 112

76
Q

’’’’ may include:
training manuals
operational manuals
maintenance manuals

A

Procedure manuals

77
Q

’’’ – 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

A

Basic format

78
Q

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

A

Policy and procedures

79
Q

Orgs that Distribute through revision need to establish tracking methods to ensure personnel and sites have

A

received , read and understood material p. 113

80
Q

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

A

Communication

81
Q

common element of radio systems include :
BR
MR
PR
RS

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
82
Q

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

A
  • command
  • tactical ops
  • support ops
  • air to ground
  • air to air
  • medical services
83
Q

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

A

pagers

84
Q

””” 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

A

Alternative comm
p. 116-17

85
Q

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

A

interoperability

86
Q

4 key objectives in development of ‘’’

  • provide enhanced functionality Equipment/capabilitiesfor public needs
  • improve Spectrum efficiency
  • ensure competition among Vendors
  • all effective , efficient and reliable intra - agency and interagency comm’s
A

NIMS/ICS STANDARD :

87
Q

’’’’ 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

A

Communication Procedures

88
Q

new , media , public and FCC can monitor all ?

A

radio comms

89
Q

what does clear text mean

A

plain english.118

90
Q

5 C’s of radio comms are

A
  • conciseness
  • clarity
  • confidence
  • control
  • capability
91
Q

Must train as much with radios as

A

scba ropes hoses and ladders

92
Q

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

A

emergency crew

93
Q

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

A

ramble while p.120

94
Q

statement that identifies general philosophy, may be included in policy

A

guidline

95
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

96
Q

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
LISTENING
UNDERSTANDING
EVALUTATING
RESPONDING

A

Attending

97
Q

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

A

listening

98
Q

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
LISTENING
UNDERSTANDING
EVALUTATING
RESPONDING

A

Understanding

99
Q

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

A

Remembering

100
Q

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
LISTENING
UNDERSTANDING
EVALUTATING
RESPONDING

A

Evaluating

101
Q

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
LISTENING
UNDERSTANDING
EVALUTATING
RESPONDING

A

Responding

102
Q

What usage made block cell phones and or smart phones during large scale incidents

A

Heavy media public usage

103
Q

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

A

persuasive

104
Q

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

A

SOP
SOG
PPM - policy procedure manuals
GO - general order

105
Q
  • Facial expression ( universal face expression for 7 emtions are ?
    A
    F
    C
    D
    J
    S
    S
A

anger , fear, contempt, disgust, joy, sadness and surprise)

106
Q

’’’ 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.

A

letters

107
Q

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

A

Show contrast or qualification.

108
Q

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

A

Indicate exemplification.

109
Q

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 ??

A

Social media

110
Q

Being aware of a receiver’s frame of reference would best describe which of the following communication verbal skills? Engaging in ‘’’’

A

Engaging in dual perspective.

111
Q

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?

A

Satellite phones

112
Q

Receivers then encode their messages based on Individual ‘’’

A

Individual characteristics of their own.

113
Q

Paying strict attention to the speaker while ignoring any other distractions is called -

A

Attending

114
Q

’’’’ 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

A

narrative

115
Q

Regarding memos 6 types of communtions : Explaining the reason for the action in an email or memo would be considered the -

A

why

116
Q

Regarding memos 6 types of communtions : person responsible for the task reaction

A

Who

117
Q

Regarding memos 6 types of communtions : task action that is expected or has been accomplished

A

What?

118
Q

Regarding memos 6 types of communtions : for an action to take place or it may set a deadline

A

When

119
Q

Regarding memos 6 types of communtions: Location of the Task or action

A

Where?

120
Q

Regarding memos 6 types of communtions : steps for implementing the task reaction

A

How

121
Q

The area of a letter that includes the date, address block of the recipient, attention line, and salutation is called the -

A

Opening

122
Q

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?

A

RFP (Request For Proposal).

123
Q

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

A

Indicate continuity.

124
Q

Incident reports, injury reports, fire investigating reports, training reports, etc., would all be considered

A

Form-based reports.

125
Q

Which of the following are generally written to preclude deviation from the standard being set

A

Rules and regs

126
Q

What is unlike simply hearing it is an active process

A

Listening

127
Q

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

A

Conciseness

128
Q

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

A

Clarity

129
Q

Regarding the five C’S of radio communication: a calm and natural tone and speaking at a controlled rate can’t communicate ‘’’
Capability
Control
Confidence
Clarity
conciseness

A

Confidence

130
Q

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

A

Control

131
Q

Regarding the five C’S of radio communication: 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

A

Capability

132
Q

Interference can be encountered when sending and receiving a message; therefore, it is important to pay attention to -

A

Feedback

133
Q

Verbal and nonverbal communication(company officer)

A

SendER

134
Q

Portable radios are sometimes referred to as

A

Walkie-talkies, handy talkies, portables

135
Q

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 ‘’’’

A

Showing respect for the feelings and thoughts of others

136
Q

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 ‘’’

A

Engaging a dual perspective

137
Q

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

A

Take responsibility for personal feelings and thoughts

138
Q

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 ‘’’

A

Try to gain accuracy and clarity and speaking

139
Q

Messages should be ‘‘X3 at companies, not individuals:
S
TO
D

A

Specific
Task oriented
Direct

140
Q

'’a process in which the listener repeats back to the speaker what they just heard to confirm understanding on the part of both parties

A

Reflective listening p. 101.

Company Officer (10 decks)

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