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
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
3
Q
The tone of the conversation can changed based the ________ of the two parties?
A
Perceptions
4
Q
What are the five basic elements of interpersonal communication?
A
Sender Message Receiver Feedback to sender Interference
5
Q
What element of interpersonal communication is the person who initiates the message using both verbal and nonverbal communication?
A
Sender
6
Q
What element of interpersonal communication is the content that the sender is trying to communicate?
A
Message
7
Q
What element of interpersonal communication is the individual or individuals to whom the sender is attempting to communicate?
A
Receiver
8
Q
What element of interpersonal communication is the reaction of the receiver to the message and its tone?
A
Feedback to sender
9
Q
What are examples of interference?
A
Semantics Emotions Attitudes Role Expectations Nonverbal Cues Ambient Noise
10
Q
What element of interpersonal communication is anything that may prevent the receiver from completely understanding the message?
A
Interference
11
Q
Who’s responsibility is it to communicate the information in such a manner that receivers will understand it?
A
Sender’s
12
Q
Senders encode their messages based on what components?
A
Education level
Position of authority
Personal or ethnic background
13
Q
What can be a major cause of interference?
A
Failure to actively monitor feedback
14
Q
What are the five general purposes for interpersonal communication?
A
Learning Relating Influencing Playing Helping
15
Q
What percentage of a message component is nonverbal?
A
93%
16
Q
What percentage of a message component is verbal communication?
A
7%
17
Q
93% of a message component is nonverbal, of that 93%, what percentage is body language?
A
55%
18
Q
93% of a message component is nonverbal, of that 93%, what percentage is vocal tone and inflection?
A
38%
19
Q
What percentage of a message component is body language?
A
55%
20
Q
What percentage of a message component is vocal tone and inflection?
A
38%
21
Q
Nonverbal communication consists of what elements?
A
Body language
Vocal tone and volume
Personal appearance
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
23
Q
Nonverbal communication can project what four things about a person?
A
Self perception
Emotional state
Approachability
Cultural background
24
Q
The face can show how many basic emotions?
A
6
25
What are the six basic emotion that the face can show?
```
Happiness
Sadness
Surprise
Fear
Anger
Disgust
```
26
Active listening involves what components?
```
Attending to
Understanding
Remembering
Evaluating
Responding
```
27
What are the components of the active listening process?
Input - sight and sound
Attending/Evaluating
Response
28
What is a device that assists in memory retention and can be used on lists, short poems, acronyms, memorable phrases, and images?
Mnemonic Device
29
What type of communication is the process of engaging with individuals or groups using a verbal medium?
Oral communication
30
How many types of primary speeches and presentations are there?
3
31
What are the primary type of speeches and presentations?
Persuasive
Informative
Instructional
32
What type of speech describes a problem and demonstrate a need for a change in the current situation: persuasive, informative, or instructional?
Persuasive
33
What type of speech is the easiest to develop when supporting data is compiled and analyzed: persuasive, informative, or instructional?
Informative
34
The _______ a speech covers classifies them as informative?
Topics
35
How many steps are there to a speech and presentation preparation process?
9
36
What are the steps to a speech and presentation preparation process in order?
```
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
```
37
What is step 1 of speech preparation process?
Select the topic
38
What is step 3 of speech preparation process?
Generate ideas
39
What is step 5 of speech preparation process?
Gather supporting evidence
40
What is step 7 of speech preparation process?
Rehearse the speech
41
What is step 9 of speech preparation process?
Evaluate the speech
42
What is step 2 of speech preparation process?
Determine the purpose
43
What is step 4 of speech preparation process?
Develop the central idea
44
What is step 6 of speech preparation process?
Organize the speech
45
What is step 8 of speech preparation process?
Deliver the speech
46
The appearance and quality of a document gives the reader an impression of the _______ and _______ of the company officer and the organization?
Ability and credibility
47
What are the four reasons documents are written?
Educate
Persuade
Inform
Enlighten
48
What is the first step in writing any document?
Determine audience, scope, and purpose
49
Company officers use informative speeches for what type of activities? (5 items)
```
Provide status reports
Describe events
Give project updates
Provide unit level training
Educate the public and media
```
50
What type of speech skills may be used during budget request presentations to persuade the appropriate governing bodies to adopt it?
Persuasive speech skills
51
Public relations speeches may be ________ or ________ in nature
Informative
| Persuasive
52
The document’s _______ is the subject (topic or thesis statement) and how broad or narrow the coverage of it is: audience, scope, or purpose?
Scope
53
What are the different parts of a document?
Introduction
Body
Conclusion
54
Common technical writing practices require that outlines must be balanced with a minimum of ___ points under each heading?
2 points under each heading
55
Heading on a document should be expressed in what form?
Parallel
56
Each paragraph needs to contain a _______ sentence that announces and controls the content of the paragraph?
Topic sentence
57
Where can the topic sentence be located at in the paragraph?
Beginning, middle, or end
58
The average paragraph is how many word long?
75-125
59
The average paragraph includes a topic sentence and how many supporting sentences?
4 or 5
60
What type of format are agendas and minutes of meeting written in?
Chronological
61
Outlines and documents should be balanced with a minimum of how many points under each heading?
Minimum of 2
62
What type of document is a quick and simple way of transmitting a message within an organization?
Memo
63
What type of document is generally sent digitally rather than as hard-copy documents in interoffice mail?
Memo
64
An email should only address how many issues?
1
65
How many pieces of information should a memo or email address?
6
66
What are the six pieces of information that a memo or email should address?
```
Who
What
When
Where
Why
How
```
67
_____________ request is a petition to a federal, state, or local agency for access to records concerning a specific topic, individual, or organization?
Freedom of Information Act (FOIA)
68
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?
Public record
69
What type of document is generally used with persons, groups, and agencies outside the organization?
Letters
70
A memo or email represents who?
Subunits
71
A letter represents who?
Entire organization
72
A memo or email is for who: internal or external audience?
Internal
73
A letter is for who: internal or external audience?
External audience
74
What is the accepted format for most business letters?
Heading
Opening
Body
Closing
75
What are the common parts of a letter?
Heading
Opening
Body
Closing
76
What different types of reports are there?
Form based
| Narrative
77
Narrative reports are written in _______ form?
Essay
78
What is the first step in preparing a narrative report?
Determine the purpose of report
79
What is the second step in preparing a narrative report?
Decide on intended audience
80
What is the third step in preparing a narrative report?
Determine format
81
What are the different types of narrative reports?
```
Justification
Recommendation
Progress
Progress and justification
Description
```
82
What type of narrative report focuses on why a certain course of action was taken or should be taken?
Justification
83
What type of narrative report begins with the situation or problem and then provides the solution to the problem and steps taken?
Justification
84
A budget request is an example of what type of narrative report?
Justification
85
What type of narrative report states the problem, provides a variety of solutions, and then recommends the best solution based on the available criteria?
Recommendation
86
A station-location report is an example of what type of narrative report?
Recommendation
87
What type of narrative report provides an overview of the current status off a project?
Progress
88
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?
Progress
89
What type of narrative report provides justification for the project and describes the steps to project completion?
Progress and Justification
90
What type of narrative report describes a process, project, or item that gives the audience a detailed image of the subject?
Description
91
Describing a new apparatus design is an example of what type of narrative report?
Description
92
A station location report is an example of what type of narrative report?
Recommendation
93
______ keep all the notes and citation together in one list at the end of the paper?
Endnotes
94
At least ___ subtopics support each main topic in the outline?
2
95
Reports should follow what basic format?
Basic introduction, body and conclusion format
96
Narrative reports also include a brief review or ________ summary?
Executive
97
What type of document is a guide to organizational decision making?
Policy
98
What type of document is a detailed plan of action that is similar and closely related to a policy?
Procedure
99
Rules and Regs or SOP/SOG, are generally written to preclude deviation from the standard being set?
Rules and Regs
100
All policy and procedure documents generally contain what six components?
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
Rules and Regs or SOP/SOG, are usually written to allow deviation based upon conditions found at an incident?
SOPs/SOG
102
What type of document defines the needs of the organization and allows manufacturers or authorized distributors to decide if they can meet bid specifications?
Request for proposal (RFP)
103
What is the preferred method of communication at an emergency scene?
Direct, face to face voice communications
104
What type of radio is operated from the jurisdiction’s telecommunications center, stations, and other facilities?
Base radios
105
What type of radios are mounted in emergency response vehicles?
Mobile radios
106
What type of radio allows personnel to remain in contact with each other while they are away from an apparatus’ mobile radio?
Portable radio
107
What system receives a signal from a radio, boost its power, and then transmits the signal to the receiver?
Repeater system
108
What are the two primary types of repeater systems?
Apparatus mounted
| Prepositioned in specific geographical areas
109
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?
Pagers
110
Broadband connection are at least ___ times faster than modems?
10 times
111
A MDC has all of the features of an MDT with the addition of what?
Keyboard
112
What software is designed to provide a computer readable description of geographic features in a given area?
Geographic information system
113
What is the term for the ability of a system to work with and use the parts or equipment of another system?
Interoperability
114
Communication procedures must accomplish what two objectives?
Clear text
| Keep all units current on progress of incident
115
At major interagency incidents, all agencies must adhere to the ______ communications procedures in states that have adopted NIMS?
NIMS-ICS
116
Who can monitor all radio communications?
News media
Public
FCC
117
What are the five C’s of radio communication?
```
Conciseness
Clarity
Confidence (Command presence)
Control
Capability
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