Chapter 5 Communications Flashcards
Ch. 5 pg. 106
the message-
the content the sender is trying to communicate. the message may contain information for multiple human senses (sight, smell, touch, hearing, taste.)
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.
education level
position of authority,
personal or ethnic background.
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.
word selection.
company officer should always be aware of their audience or receiver.
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:
match the verbal message.
company Officer Ch. 5. pg. 107
Communications Basics. Interpersonal communications consists of the following five basics elements.
- sender
- message
- Receiver
- feedback to the sender
- interference
company officer ch 5
listening skills. pg 111
understanding:
decoding the message and assigning meaning to it.
company officer ch 5
listening skills pg 112
evaluating:
Critically analyzing information to determine how accurate it is, or separate fact from opinion.
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.
55%
38%
7%
Company officer ch. 5
Policies and procedures pg 127
A policy:
a guide to organizational decision-making.
Ch. 5 pg. 134
The five C’s of radio communications:
- 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.
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:
Roger
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:
Relating;
list of purposes for interpersonal communication: learning Relating Influencing playing helping.
Ch. 5 pg. 120
Company officers routinely make written entries into a company journal or diary. These journals perform a variety of functions. (6)
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.
ch. 5 pg. 127
a general guide to organizational decision-making is what:
policy
in the context of this manual, policies define what must be done and procedures describe the steps required to comply with the policies.
ch. 5 pg. 127
a detailed plan of action describes what:
procedure.
procedures detail in writing the steps to follow in conducting organizational policy for some specific, recurring problem or situation.