Chief Officer Ch.3 Flashcards
What are 4 commonly encountered communication problems? Page 59
Noise, time constraints, filtering, semantics
__Is the intentional editing of a message in order to avoid conflict. Page 59
Filtering
This communication problem often results in the message being delivered in an autocratic way. Page 59
Time constraints
__Deals with word meanings. Page 60
Semantics
____Is developed from an individuals background his or her experiences, perceptions, and assumptions. Page 60
Frame of reference
Hearing only what one wants to hear is called what? Page 60
Selective listening
Common communication problems can be mitigated by using what principles of effective communication? Page 60
Empathy, Repetition,
Trust, timing, length, simple language
What is the basis for good communication? Page 60
Listening
_____Are generally considered to determine course of actions where as directives or general orders are regarded as specific orders or instructions that many times have a shelf life? Page 61
Policies
__May be issued to start, stop, suspend, or modify a particular action. Page 61
Directives/general orders
___Are designed to provide organizational members with guidance and direction in operational issues. Page 61
SOP/SOG
What is the study of the origin and meaning of language? Page 62
Linguistics
When developing or revising an SOP, it is important to remember to gather input from the___who will transmit, follow, and enforce the procedure. P.62
Officers
What are five reasons for revising or creating an SOP? P 62
- New information resulting from the review of an accident or injury
- Change in operation due to new research in area of tactics
- Change in operation due to a newly recognize response risk
- An old procedure that has outlived changes in department operations and culture
- Newly acquired equipment or apparatus

A memo should include the authors name and title and the authors initials it should not have his __? P64
Signature
Chief officers can use memos and____ as another tool for keeping department members informed of current events. P 65
Internal department newsletter
A station bulletin board should be maintained by an assigned person on a____basis at a minimum. P 65
Weekly
Communication using the__works best to get feedback. P 68
Human voice
When dealing with social media issues, what three words should guide your efforts? P.69
Policy , training , monitoring
Once developed , social media policy should be reviewed by who? P60
Municipal legal staff, Human Resources officer
What does FOIA stand for ? P71
Freedom of information act
____ can serve to inform the community of department and employee accomplishments , programs and other general information. P 74
Newsletters
When an issue demands immediate attention the chief officer may choose to issue a _____to inform the greatest number of people as quickly as possible. P75 
Press release
___ can be held to solicit input on proposals, gauge public support for dept programs and or provide fire prevention education ? P 74
Community forums
____ are an important tools for educating elected officials as well as demonstrating how the department effectively provide services with the budget dollars provided. P75
Annual report
Choices: newsletter , press release , community forums
If the research tries to show trends, it may be a good idea to use at least ___ years of historical data to show the pattern of movement over time. P. 77
5 years
How many sources should be considered when researching web based information ? P 77
3
A program proposal should accomplish what three objectives? P79
- Elicit excitement from the program proponents
- Educate the uninformed
- Neutralize the objections of program opponents
