Chapter6- Interpersonal Communication

Question 1

What most often leads to misunderstandings and arguments during interpersonal communications?

Answer 1

Misinterpretation by the receiver

Question 2

What can a company officer do to improve verbal skills?

Answer 2

1. engage in duel perspective
2. Take responsibility for personal feelings and thoughts
3. show respect for the feelings and thoughts of the other person
4. try to gain accuracy and clarity and speaking
5. be aware of any special needs of the receiver
6. avoid speaking or addressing a problem while angry or emotional

Question 3

When engaging in duel perspective officer should be aware of what?

Answer 3

Receivers frame of reference

Question 4

When trying to show respect for the feelings and thoughts of the other person, officers should avoid what?

Answer 4

Applying personal feelings to another person such as saying I know how you feel

Question 5

How can an officer gain accuracy and clarity when speaking

Answer 5

Avoid generalizations that result in stereotypes

Question 6

One suggestion for improvingThe communication process is to sit in chairs that are at what angle?

Answer 6

90°

Question 7

What are the five general purposes for interpersonal communication?

Answer 7

Learning, relating, influencing, playing, and helping

Question 8

What is the learning purpose for interpersonal communication?

Answer 8

Where you acquire knowledge or skills

Question 9

What is the purpose for the relating portion of interpersonal communication?

Answer 9

Helps establish a new relationship or maintain an existing one

Question 10

What is the influencing purpose for interpersonal communication?

Answer 10

To control, direct, or manipulate behavior

Question 11

What is the purpose of the playing portion of the interpersonal communication process?

Answer 11

To create a diversion and gain pleasure or gratification

Question 12

What is the purpose of the helping portion of the interpersonal communication process?

Answer 12

Minister to the needs of another person or console someone in the time of tragedy or loss

Question 13

What are the four barriers to listening?

Answer 13

Information overload, personal concerns, outside distractions, and prejudice

Question 14

How can information overload be prevented?

Answer 14

Identify only the essential elements of the message

Question 15

How can personal concerns be prevented?

Answer 15

Focus on the speaker and the message rather than personal concerns or thoughts

Question 16

How can outside distractions be prevented?

Answer 16

Take control of the environment and remove as many distractions as possible

Question 17

How can prejudice be prevented?

Answer 17

Focus on the message and not the messenger

Question 18

What does the Olfactory nerve sense?

Answer 18

Smell

Question 19

What does the gustatory sense?

Answer 19

Taste

Question 20

What are the three most common forms of communication?

Answer 20

Formal, informal, and written

Question 21

What are the four parts of interpersonal communication?

Answer 21

Causal language, nonverbal clues, spontaneity , and changing of roles between the speaker in the listener

Question 22

What is the role of the sender/speaker?

Answer 22

They originate the message by encoding or turning thoughts and mental images into words

Question 23

What is the medium or channel?

Answer 23

The path that iMessage takes between the sender and the receiver

Question 24

What is the role of the receiver?

Answer 24

Receives the message and the codes or interprets it

Question 25

What is interference?

Answer 25

Factor that prevents the receiver from fully receiving the message

Question 26

What would be an example of an internal barrier?

Answer 26

Hearing impairment

Question 27

What would be an example of an X ternal barrier?

Answer 27

Outside scene noise

Question 28

How can internal barriers best be handled?

Answer 28

Receiver must focus on the sender and provide feedback immediately

Question 29

What is feedback?

Answer 29

Feedback completes the communication process resulting in an ongoing cycle that can be illustrated with a loop

Question 30

What are the five general purposes for interpersonal communication?

Answer 30

Learning, relating, playing, influencing, and helping

Question 31

Which one of these five reasons is use the most in the fire service?

Answer 31

Playing

Question 32

Words provide the receiver with what percentage of the message

Answer 32

7%

Question 33

Outside of words what provides the large majority of the message?

Answer 33

Nonverbal actions make up 93%

Question 34

What does it mean when the words are arbitrary?

Answer 34

It means that every word does not mean the same thing to everyone words can change from generation to generation overtime

Question 35

What does it mean if words are ambiguous?

Answer 35

Word meanings are not specific and do not have agreed upon definitions

Question 36

What does it mean if words are abstract?

Answer 36

Word meanings are generalization's rather than concrete or tangible meanings

Question 37

Nonverbal elements such as kinesics make up what percentage of nonverbal communication

Answer 37

55%

Question 38

What makes up 38% of nonverbal communication?

Answer 38

Vocal tones and inflections

Question 39

What are kinesics?

Answer 39

Body motions and positions

Question 40

What is paralanguage or vocalic's?

Answer 40

Vowell sounds or tones used to create a verbal message

Question 41

What is self presentation?

Answer 41

Clothing, touch, use of time, and control of the speakers environment

Question 42

What are the main elements of kinesics?

Answer 42

I contact, facial expressions, gesture, posture, and poise

Question 43

How many facial expressions is the human body able to make?

Answer 43

6

Question 44

What is an emblem?

Answer 44

This is a jester that takes the place of verbal communication

Question 45

What is a gesture that emphasizes or helps convey the verbal message?

Answer 45

Illustrator

Question 46

What is a gesture that goes with a verbal expression of feelings?

Answer 46

Affect display

Question 47

What is a gesture that is used to control the flow of verbal conversation?

Answer 47

A regulator

Question 48

What is a gesture usually unconscious that are used to relieve stress in a speaker such as ringing of the hands, tapping of the foot, scratching their head, or stroking the face?

Answer 48

Adapter

Question 49

What is poise?

Answer 49

Poise is the accumulation of all the other nonverbal elements into one image of self-confidence and authority

Question 50

What is the mono chronic use of time?

Answer 50

When time is compartmentalized with events scheduled in succession. Simply put meeting should start perfectly on time or you are late

Question 51

What is poly chronic use of time?

Answer 51

Time is cyclical and punctuality is not important

Question 52

What percentage of a conversation do people remember after 24 hours?

Answer 52

50%

Question 53

What percentage of a conversation do people remember after 48 hours?

Answer 53

25%

Question 54

The most important skill for a good company officer is what?

Answer 54

Listening

Question 55

What is the active part of communication that includes attending, understanding, remembering, evaluating, and responding to the speaker

Answer 55

Listening

Question 56

What is attending?

Answer 56

Paying attention to the message

Question 57

What part of the listening process consist of decoding the message and assigning meaning to it?

Answer 57

Understanding

Question 58

What are the three steps to understanding?

Answer 58

Organize the message into a logical pattern, observe nonverbal cues, ask questions to clarify the message

Question 59

What is it called when a listener fully processes and understands what is said

Answer 59

Remembering

Question 60

What part of the listening process is critically analyzing the message to determine how factual it really is?

Answer 60

Evaluating

Question 61

What is a verifiable piece of data that can support the decision making process

Answer 61

Fact

Question 62

What is a generalization that may not be verifiable without additional data?

Answer 62

Opinion

Question 63

What is the final step to the communication process when rolls are exchanged

Answer 63

Responding

Question 64

What can be done to show the listener both listened and understood the message

Answer 64

Paraphrasing

Question 65

What characteristic of words means that the word meanings are not specific

Answer 65

Ambiguous