Chapter 5 Communications

Question 1

Ch. 5 pg. 106

the message-

Answer 1

the content the sender is trying to communicate. the message may contain information for multiple human senses (sight, smell, touch, hearing, taste.)

Question 2

ch. 5 pg. 107
It is the senders responsibility to communicate the information in such a manner that receivers will understand it. Senders encode the message based on their _______ ______ _______and other characteristics.

Answer 2

education level
position of authority,
personal or ethnic background.

Question 3

ch 5 pg. 108
to be effective communicators, company officers must select and use words that accurately symbolize the image that they are trying to convey. _________ is particularly important when speaking to people who do not have a shared experience with the speaker.

Answer 3

word selection.

company officer should always be aware of their audience or receiver.

Question 4

ch 5 pg 109
Facial expression- The face can show the six basic emotions, happiness, sadness, surprise, fear, anger and disgust. the facial expressions must:

Answer 4

match the verbal message.

Question 5

company Officer Ch. 5. pg. 107

Communications Basics. Interpersonal communications consists of the following five basics elements.

Answer 5

• sender
• message
• Receiver
• feedback to the sender
• interference

Question 6

company officer ch 5
listening skills. pg 111
understanding:

Answer 6

decoding the message and assigning meaning to it.

Question 7

company officer ch 5
listening skills pg 112
evaluating:

Answer 7

Critically analyzing information to determine how accurate it is, or separate fact from opinion.

Question 8

company officer ch. 5
nonverbal component pg 109
Speech communication research indicates that nonverbal communication transmits 93% of any message: ______ percent is body language while ______ is vocal tone and inflection. Only ____ of the transmitted message is actually verbal communication.

Answer 8

55%
38%
7%

Question 9

Company officer ch. 5
Policies and procedures pg 127
A policy:

Answer 9

a guide to organizational decision-making.

Question 10

Ch. 5 pg. 134

The five C’s of radio communications:

Answer 10

• conciseness - message should be as concise as possible
• clarity - company officers should combine clarity with simplicity and describe only one task at a time
• control - should follow established radio protocols
• capability - effective communication depends on capable (well-trained) senders and receivers.
• confidence - company officers must show confidence when using communication equipment.

Question 11

Ch. 5 pg. 108
Clear text should be used in radio transmissions to replace the numerous, contradictory 10-codes. The national incident management system strongly encourages the use of plain English for all emergency messaging. The term that is used to acknowledge that a transmission has been received and understood and implies that it is received and will be carried out would be:

Answer 11

Roger

Question 12

Ch 5 pg. 108
For communication to be effective, both the sender and receiver must agree on its purpose. A shared purpose can create agreement. A communication that establish a new relationship or maintain an existing one would be what purpose:

Answer 12

Relating;

list of purposes for interpersonal communication: 
learning
Relating 
Influencing 
playing 
helping.

Question 13

Ch. 5 pg. 120
Company officers routinely make written entries into a company journal or diary. These journals perform a variety of functions. (6)

Answer 13

1-documents the activities of the company for each shift
2-serves as a pass-along log
3-identifies equipment tagged out of service
4-identifies public concerns that need to be forwarded to senior staff.
5-documents internal occurrences requiring further action.
6-keeps an ongoing record of the company.

Question 14

ch. 5 pg. 127

a general guide to organizational decision-making is what:

Answer 14

policy

in the context of this manual, policies define what must be done and procedures describe the steps required to comply with the policies.

Question 15

ch. 5 pg. 127

a detailed plan of action describes what:

Answer 15

procedure.

procedures detail in writing the steps to follow in conducting organizational policy for some specific, recurring problem or situation.

Question 16

Ch. 5 pg. 116

for a speaker to convey the informative message to an audience they should follow the informative speech principles.

Answer 16

1. adapt the topic to the audience
2. motivate the audience to listen to the speech
3. use redundancy (tell them, tell them tell them)
4. use the simple is better concept
5. organized the topic in a logical manner
6. use clear transitions to move the listener through the topic
7. use both verbal and nonverbal reinforcement of ideas
8. use an even flow to deliver the information.
   9 build on the familiar.
9. use visual aids sparingly.

Question 17

CH. 5 pg. 107

Intrapersonal communication basic element definition.: feedback to the sender.

Answer 17

Reaction of the receiver to the message and its tone. receiving feedback allows the original sender to confirm reception of the message.

Question 18

company officer ch. 5
listening skills pg. 111
Listening, unlike simply hearing, is an active process that includes: (5)

Answer 18

• attending to
• understanding
• remembering
• evaluating
• responding to the speaker.