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Red Book > Chapter 5: Communications > Flashcards

Chapter 5: Communications Flashcards

1
Q

What are the four most common forms of communication within the fire and emergency services?

A

Interpersonal
Oral
Written
Incident scene communications

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2
Q

What are the four characteristics of interpersonal communication?

A

Casual language
Casual nonverbal clues
Frequent changes of the speaker and listener roles
Spontaneity

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3
Q

The tone of the conversation can changed based the ________ of the two parties?

A

Perceptions

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4
Q

What are the five basic elements of interpersonal communication?

A 
Sender
	Message
	Receiver
	Feedback to sender
	Interference
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5
Q

What element of interpersonal communication is the person who initiates the message using both verbal and nonverbal communication?

A

Sender

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6
Q

What element of interpersonal communication is the content that the sender is trying to communicate?

A

Message

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7
Q

What element of interpersonal communication is the individual or individuals to whom the sender is attempting to communicate?

A

Receiver

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8
Q

What element of interpersonal communication is the reaction of the receiver to the message and its tone?

A

Feedback to sender

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9
Q

What are examples of interference?

A 
Semantics
	Emotions
	Attitudes
	Role Expectations
	Nonverbal Cues
	Ambient Noise
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10
Q

What element of interpersonal communication is anything that may prevent the receiver from completely understanding the message?

A

Interference

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11
Q

Who’s responsibility is it to communicate the information in such a manner that receivers will understand it?

A

Sender’s

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12
Q

Senders encode their messages based on what components?

A

Education level
Position of authority
Personal or ethnic background

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13
Q

What can be a major cause of interference?

A

Failure to actively monitor feedback

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14
Q

What are the five general purposes for interpersonal communication?

A 
Learning
	Relating
	Influencing
	Playing
	Helping
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15
Q

What percentage of a message component is nonverbal?

A

93%

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16
Q

What percentage of a message component is verbal communication?

A

7%

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17
Q

93% of a message component is nonverbal, of that 93%, what percentage is body language?

A

55%

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18
Q

93% of a message component is nonverbal, of that 93%, what percentage is vocal tone and inflection?

A

38%

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19
Q

What percentage of a message component is body language?

A

55%

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20
Q

What percentage of a message component is vocal tone and inflection?

A

38%

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21
Q

Nonverbal communication consists of what elements?

A

Body language
Vocal tone and volume
Personal appearance

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22
Q

What societies believe that it is disrespectful to make direct eye contact with a person who is not of the same status?

A

Native american and asian

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23
Q

Nonverbal communication can project what four things about a person?

A

Self perception
Emotional state
Approachability
Cultural background

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24
Q

The face can show how many basic emotions?

A

6

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25
Q

What are the six basic emotion that the face can show?

A 
Happiness
	Sadness
	Surprise
	Fear
	Anger
	Disgust
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26
Q

Active listening involves what components?

A 
Attending to
	Understanding
	Remembering
	Evaluating
	Responding
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27
Q

What are the components of the active listening process?

A

Input - sight and sound
Attending/Evaluating
Response

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28
Q

What is a device that assists in memory retention and can be used on lists, short poems, acronyms, memorable phrases, and images?

A

Mnemonic Device

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29
Q

What type of communication is the process of engaging with individuals or groups using a verbal medium?

A

Oral communication

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30
Q

How many types of primary speeches and presentations are there?

A

3

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31
Q

What are the primary type of speeches and presentations?

A

Persuasive
Informative
Instructional

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32
Q

What type of speech describes a problem and demonstrate a need for a change in the current situation: persuasive, informative, or instructional?

A

Persuasive

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33
Q

What type of speech is the easiest to develop when supporting data is compiled and analyzed: persuasive, informative, or instructional?

A

Informative

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34
Q

The _______ a speech covers classifies them as informative?

A

Topics

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35
Q

How many steps are there to a speech and presentation preparation process?

A

9

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36
Q

What are the steps to a speech and presentation preparation process in order?

A 
Select topic	
	Determine the purpose
	Generate ideas
	Develop the central idea
	Gather supporting evidence
	Organize the speech
	Rehearse the speech
	Deliver the speech
	Evaluate the speech
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37
Q

What is step 1 of speech preparation process?

A

Select the topic

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38
Q

What is step 3 of speech preparation process?

A

Generate ideas

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39
Q

What is step 5 of speech preparation process?

A

Gather supporting evidence

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40
Q

What is step 7 of speech preparation process?

A

Rehearse the speech

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41
Q

What is step 9 of speech preparation process?

A

Evaluate the speech

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42
Q

What is step 2 of speech preparation process?

A

Determine the purpose

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43
Q

What is step 4 of speech preparation process?

A

Develop the central idea

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44
Q

What is step 6 of speech preparation process?

A

Organize the speech

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45
Q

What is step 8 of speech preparation process?

A

Deliver the speech

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46
Q

The appearance and quality of a document gives the reader an impression of the _______ and _______ of the company officer and the organization?

A

Ability and credibility

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47
Q

What are the four reasons documents are written?

A

Educate
Persuade
Inform
Enlighten

48
Q

What is the first step in writing any document?

A

Determine audience, scope, and purpose

49
Q

Company officers use informative speeches for what type of activities? (5 items)

A 
Provide status reports
	Describe events
	Give project updates
	Provide unit level training
	Educate the public and media
50
Q

What type of speech skills may be used during budget request presentations to persuade the appropriate governing bodies to adopt it?

A

Persuasive speech skills

51
Q

Public relations speeches may be ________ or ________ in nature

A

Informative

Persuasive

52
Q

The document’s _______ is the subject (topic or thesis statement) and how broad or narrow the coverage of it is: audience, scope, or purpose?

A

Scope

53
Q

What are the different parts of a document?

A

Introduction
Body
Conclusion

54
Q

Common technical writing practices require that outlines must be balanced with a minimum of ___ points under each heading?

A

2 points under each heading

55
Q

Heading on a document should be expressed in what form?

A

Parallel

56
Q

Each paragraph needs to contain a _______ sentence that announces and controls the content of the paragraph?

A

Topic sentence

57
Q

Where can the topic sentence be located at in the paragraph?

A

Beginning, middle, or end

58
Q

The average paragraph is how many word long?

A

75-125

59
Q

The average paragraph includes a topic sentence and how many supporting sentences?

A

4 or 5

60
Q

What type of format are agendas and minutes of meeting written in?

A

Chronological

61
Q

Outlines and documents should be balanced with a minimum of how many points under each heading?

A

Minimum of 2

62
Q

What type of document is a quick and simple way of transmitting a message within an organization?

A

Memo

63
Q

What type of document is generally sent digitally rather than as hard-copy documents in interoffice mail?

A

Memo

64
Q

An email should only address how many issues?

A

1

65
Q

How many pieces of information should a memo or email address?

A

6

66
Q

What are the six pieces of information that a memo or email should address?

A 
Who
	What
	When
	Where
	Why 	
	How
67
Q

_____________ request is a petition to a federal, state, or local agency for access to records concerning a specific topic, individual, or organization?

A

Freedom of Information Act (FOIA)

68
Q

Any writing containing information relating to the conduct of government or the performance of any governmental or proprietary function prepared, used, or retained by any state or local agency regardless of form or characteristics is considered to be _________ record?

A

Public record

69
Q

What type of document is generally used with persons, groups, and agencies outside the organization?

A

Letters

70
Q

A memo or email represents who?

A

Subunits

71
Q

A letter represents who?

A

Entire organization

72
Q

A memo or email is for who: internal or external audience?

A

Internal

73
Q

A letter is for who: internal or external audience?

A

External audience

74
Q

What is the accepted format for most business letters?

A

Heading
Opening
Body
Closing

75
Q

What are the common parts of a letter?

A

Heading
Opening
Body
Closing

76
Q

What different types of reports are there?

A

Form based

Narrative

77
Q

Narrative reports are written in _______ form?

A

Essay

78
Q

What is the first step in preparing a narrative report?

A

Determine the purpose of report

79
Q

What is the second step in preparing a narrative report?

A

Decide on intended audience

80
Q

What is the third step in preparing a narrative report?

A

Determine format

81
Q

What are the different types of narrative reports?

A 
Justification
	Recommendation
	Progress
	Progress and justification
	Description
82
Q

What type of narrative report focuses on why a certain course of action was taken or should be taken?

A

Justification

83
Q

What type of narrative report begins with the situation or problem and then provides the solution to the problem and steps taken?

A

Justification

84
Q

A budget request is an example of what type of narrative report?

A

Justification

85
Q

What type of narrative report states the problem, provides a variety of solutions, and then recommends the best solution based on the available criteria?

A

Recommendation

86
Q

A station-location report is an example of what type of narrative report?

A

Recommendation

87
Q

What type of narrative report provides an overview of the current status off a project?

A

Progress

88
Q

What type of narrative report is chronological in nature, beginning with a description of the project and proceeding through the steps to the current point or actual completion?

A

Progress

89
Q

What type of narrative report provides justification for the project and describes the steps to project completion?

A

Progress and Justification

90
Q

What type of narrative report describes a process, project, or item that gives the audience a detailed image of the subject?

A

Description

91
Q

Describing a new apparatus design is an example of what type of narrative report?

A

Description

92
Q

A station location report is an example of what type of narrative report?

A

Recommendation

93
Q

______ keep all the notes and citation together in one list at the end of the paper?

A

Endnotes

94
Q

At least ___ subtopics support each main topic in the outline?

A

2

95
Q

Reports should follow what basic format?

A

Basic introduction, body and conclusion format

96
Q

Narrative reports also include a brief review or ________ summary?

A

Executive

97
Q

What type of document is a guide to organizational decision making?

A

Policy

98
Q

What type of document is a detailed plan of action that is similar and closely related to a policy?

A

Procedure

99
Q

Rules and Regs or SOP/SOG, are generally written to preclude deviation from the standard being set?

A

Rules and Regs

100
Q

All policy and procedure documents generally contain what six components?

A

Statement of purpose
Statement of scope
Contents page
Procedures or policies organized by specific topic or function
Appendices containing copies or forms tat are referred to in the body of text

101
Q

Rules and Regs or SOP/SOG, are usually written to allow deviation based upon conditions found at an incident?

A

SOPs/SOG

102
Q

What type of document defines the needs of the organization and allows manufacturers or authorized distributors to decide if they can meet bid specifications?

A

Request for proposal (RFP)

103
Q

What is the preferred method of communication at an emergency scene?

A

Direct, face to face voice communications

104
Q

What type of radio is operated from the jurisdiction’s telecommunications center, stations, and other facilities?

A

Base radios

105
Q

What type of radios are mounted in emergency response vehicles?

A

Mobile radios

106
Q

What type of radio allows personnel to remain in contact with each other while they are away from an apparatus’ mobile radio?

A

Portable radio

107
Q

What system receives a signal from a radio, boost its power, and then transmits the signal to the receiver?

A

Repeater system

108
Q

What are the two primary types of repeater systems?

A

Apparatus mounted

Prepositioned in specific geographical areas

109
Q

What device is most often used to notify volunteers, paid-on-call and off-duty career personnel and staff officers to respond to the station or emergency incident scene?

A

Pagers

110
Q

Broadband connection are at least ___ times faster than modems?

A

10 times

111
Q

A MDC has all of the features of an MDT with the addition of what?

A

Keyboard

112
Q

What software is designed to provide a computer readable description of geographic features in a given area?

A

Geographic information system

113
Q

What is the term for the ability of a system to work with and use the parts or equipment of another system?

A

Interoperability

114
Q

Communication procedures must accomplish what two objectives?

A

Clear text

Keep all units current on progress of incident

115
Q

At major interagency incidents, all agencies must adhere to the ______ communications procedures in states that have adopted NIMS?

A

NIMS-ICS

116
Q

Who can monitor all radio communications?

A

News media
Public
FCC

117
Q

What are the five C’s of radio communication?

A 
Conciseness
	Clarity
	Confidence (Command presence)
	Control
	Capability

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