CO Book Flashcards
According to Chapter 3, Communications, what principle of effective communication fits with each:
1 Understanding the other person’s point of view:
2 Say it enough time to have it understood:
3 Ensure that the source of information is reliable:
1 Empathy
2 Repetition
3 Trust
According to Chapter 3, Communications, what principle of effective communication fits with each:
1 Do not talk when you should listen
2 Do not use 100 words when 50 will do. Content is lost in overly long messages
3 Take care to make your language easily understandable
1 Timing
2 Length
3 Simple Language
According to Chapter 3, Communications, most of the chief officer’s time will be spend preparing and delivering _______ level _______
Department level communications
According to Chapter 3, Communications, organizations will develop a set of rules and regulations that spell out specific behavior requirements for members of the organization, often considered _______ and may be spelled out in ______ form.
Policies; list (p.61)
According to Chapter 3, Communications, what is the term for orders or instructions that may have a shelf life shorter than that of a policy?
Directives/General Orders
T or F:
According to Chapter 3, Communications, a standard operating procedure and a standard operating guideline are considered interchangeable, making it a semantic preference for the organization on which term to use
False (P62)
According to Chapter 3, Communications, what is the term for something that lends itself to a step-by-step process to complete a task, something to be followed with little flexibility?
A procedure (comparing SOP’s to SOG’s)
According to Chapter 3, Communications, what is the term for something that can indicate a path to completion, but implies the path is more of a suggestion that a mandate, perhaps under “normal” circumstanes?
A guidline (comparing SOG’s to SOP’s)
According to Chapter 3, Communications, the SOP development process begins by defining what?
the need to change an existing SOP or establish a new SOP (p.62)
According to Chapter 3, Communications, what are the 5 listed reasons for revising or creating an SOP?
TAPER
1 New info resulting from review of accident or injury
2 change in ops due to new research in area of tactics
3 change in ops due to a newly recognized response risk
4 old procedure that has outlived changes in department operations and culture
5 newly acquired equipment or apparatus
TAPER: Tactics, Accident/injury, Procedure, Equipment, response risk
According to Chapter 3, Communications, whereas a ____ might spell out where a department’s apparatus is refueled, a ______ would outline the STEPS taken to refuel the apparatus
policy; procedure
According to Chapter 3, Communications, many times the body of the ____ is outlined in a step by step, _____ format.
SOP; bulleted format
According to Chapter 3, Communications, Before the SOP is finalized, it is best to obtain _____ of the procedure by ______ by the procedure
acceptance; those affected
According to Chapter 3, Communications, do not write policies, procedures, or standards when you are _____, ______, or _____.
Frustrated, angry, tired. (p.63 chief officer tip)
Don’t write policies when you’re FAT (frustrated, angry, tired)
According to Chapter 3, Communications, the first listed rule of conducting effective department meetings is?
Have a prepared agenda and make it available in advance
According to Chapter 3, Communications, the person who controls the ______ also controls the meeting
agenda
According to Chapter 3, Communications, if there is no _______, there may be little purpose in having a meeting
agenda
According to Chapter 3, Communications, an agenda would start by clarifying the Pu_____ of the meeting and determining what the Ou_____ of the meeting should be or what the meeting should Pr______
purpose
outcome
produce
According to Chapter 3, Communications, for new business in an agenda, each item should be ____ ____.
bulleted out
True or False, According to Chapter 3, Communications, if it is not on the agenda, it does not get discussed
True, except for emergencies, and then ONLY by consensus or approval by the chair
According to Chapter 3, Communications, a record of the meeting is important to ensure _____ with decisions made, Do______ details of project assignments made, and/or provide a record of In____ given
compliance
document
information
According to Chapter 3, Communications, what are utilized to transmit information of a GENERAL nature to department members?
Department Memos (p.64)
According to Chapter 3, Communications, what form of communication would be used for announcements about activities, hiring and promotional changes, upcoming events, scheduling changes, retirements, requests for committee volunteers, and training program information?
Department memos
According to Chapter 3, Communications, memos follow a _____ _____ that is LESS FORMAL than the department letterhead that the chief officer uses for formal communications
formatting style
According to Chapter 3, Communications, a memo should include the author’s name at the _____, and the author’s ______, as opposed to the signature, at the ____ of the form.
top
initials
bottom
According to Chapter 3, Communications, the posting of _______ is similar to the use of a newsletter, except that the posting provides information on a _____ topic
announcements
single
According to Chapter 3, Communications, for posting of announcements to be an effective communication tool, attention must be paid to the ______ of the _____ board itself.
Maintenance; bulletin board
According to Chapter 3, Communications, station bulletin boards should be maintained by an assigned person on a ______ basis at a minimum
weekly (p.65)
According to Chapter 3, Communications, it is helpful to follow some basic rules when writing informational postings. These rules help the employee recognize the ______ of the postings, how ______ the information is, and the intended _______.
importance
current
audience
According to Chapter 3, Communications, some of the recommended rules for developing departmental postings include:
1 Clearly stated T______ describing the purpose of the posting
2 D____ of posting
3 E_____ date of posting (for use in removing ______ items from the board)
4 Intended A______ for information
5 Body of information written in an organized fashion, limited to O___ P___ if possible
6 Name of individual R______ for the posting
1 title
2 date
3 Expiration date; outdated
4 audience
5 one page
6 responsible
According to Chapter 3, Communications, what type of communication can be an easy way for chief officers to release or obtain information on an INDIVIDUAL basis?
Casual conversations
According to Chapter 3, Communications, what type of communication can be thought of as “underground” communication?
grapevine/rumors
T of F:According to Chapter 3, Communications, chief officers must remain vigilant to rumors and be ready to respond to them with accurate and timely information
True (p.66)
According to Chapter 3, Communications, the grapevine form of communication is often used expressly to ________ chief officers.
exclude
According to Chapter 3, Communications, which officers are in the best position to monitor grapevine communications and either correct inaccurate info or bring it to a higher level for review and response?
Supervising and managing officers
According to Chapter 3, Communications, which conversations can sometimes be used to evaluate the mental health of the organization?
Grapevine conversations. If a lot of negativity, chief officers will need to evaluate reason for low morale, and vice versa
According to Chapter 3, Communications, what is the broadband network that equips first responders with cellular communications tools needed to manage emergency events?
First Net
According to Chapter 3, Communications, when was first net established and under what US department?
2012 under the US Department of Commerce
According to Chapter 3, Communications, what technology is being integrated into SCBA masks and portable radios, allowing clearer voice communications on the fire ground?
Bluetooth Technology
According to Chapter 3, Communications, personal communications can be both ______ and _____, and can assist the chief with building ______ with employees and maintaining _______ network relationships.
internal and external;
relationships; external
According to Chapter 3, Communications, what type of communication serves to demonstrate that the chief officer cares about the employee on a personal level?
Personal communications
According to Chapter 3, Communications, the intent when writing personal communications is to show _____ and ____ to employees
appreciation and recognition
According to Chapter 3, Communications, when dealing with social media issues, three words should guide your efforts. They are: (PTM)
Policy, Training, and Monitoring
According to Chapter 3, Communications, who should review the social media policy once it’s developed?
The department’s municipal legal staff and human resources officer
According to Chapter 3, Communications, it is always advisable to consult with you organization’s legal counsel whenever developing policy that may impact an employees _______ _______ rights.
constitutionally protected rights
According to Chapter 3, Communications, Many departments have an ____ ____ department that governs and regulates internet policy and usage
information technology (p.70)
According to Chapter 3, Communications, absent an IT department to provide oversight, it would be advantageous for the chief officer to actively monitor the use of the internet by the FD employees, whether accessed on _____ or ____ devices
department or personal devices
According to Chapter 3, Communications, fire officers must ensure department websites are not used to release private information about _____ or the _______.
employees or the public (p.70)
According to Chapter 3, Communications - “Use of Personal Devices”, Clear _____ and effective _____ help protect the organization from _____ and _____ actions that could live on for years to come in cyberspace.
communication and effective policies
unwise and impulsive
According to Chapter 3, Communications, “Use of Personal Devices”, if helmet cam video is desired, it might be best to have the department issues the cam to ______ individuals with strict _______ on their use and ______ of the content collected
select;
policy
control
According to Chapter 3, Communications, “Use of Personal Devices”, chief officers must understand that any video of image taken or captured should be ______ as it most likely becomes a part of the department’s ______ ______ record, subject to public document R_______ and D______ laws.
archived
permanent document
retention and discovery laws
According to Chapter 3, Communications, “Record Retention”, the importance of record retention stems from the legal requirement of _______ and ____ (volunteer and fire district) organizations to maintain a system of records
municipal and corporate
According to Chapter 3, Communications, “Record Retention”, chief officers may find that soliciting assistance from their _______ _______ office, which normally deals with the issues on a broader scale, is helpful in sorting out the retention rules
municipal clerk’s office
According to Chapter 3, Communications, “Record Retention”, typically the ______ of _____ at the ____ ____ level determines the schedule and disposition of records that cover MUNICIPAL fire departments
secretary of state at the state governmental level
According to Chapter 3, Communications, “Record Retention”, what does FOIA stand for?
freedom of information act
According to Chapter 3, Communications, “Chief Officer Tip”, who maintains a website with a ink to information on each state’s open records laws and programs?
The Reporters Committee for Freedom of the Press (RepCo FrePre)
According to Chapter 3, Communications, “External Communications”, many departments reach out to the communities they serve through W______, P_____ R_____, S______ M_____ S____, and C______ F_______
websites, press releases, social media sites, and community forums
According to Chapter 3, Communications, “Websites”, websites offer a relatively easy avenue for ___ ____ to seek information on the fire department
Community members
According to Chapter 3, Communications, “Websites”, controlling the release of information is critical to the _____ of the department and its ______
operation; image
According to Chapter 3, Communications, “Websites”, another key consideration for website maintenance is ensuring the website remain ______ and that the posted information is ______.
relevant; current
According to Chapter 3, Communications, N________, P_____ R_____, and C_____ F______ are more traditional methods of EXTERNAL communication that have also changed int he electronic age.
Newsletters, Press Releases, and Community Forums
According to Chapter 3, Communications, what form of communication can serve to INFORM THE COMMUNITY of development and employee accomplishments, programs, and other general information?
Newsletters (p.74)
According to Chapter 3, Communications, what form of communication may be used when an issue demands immediate attention to inform the greatest number of people as quickly as possible?
A press release
According to Chapter 3, Communications, what type of communication can be especially effective immediately following a significant incidence response?
A press release
According to Chapter 3, Communications, what form of communication can be used to solicit input on proposals, gauge public support for department programs, and/or provide fire prevention education?
Community forums
According to Chapter 3, Communications, these simple guidelines will help community forums to be more effective:
1 Give adequate advance ____ of the forum, complying with any _____ _____ act requirements
2 Ensure the meeting space is _______ and can handle the expected ________
3 Make every effort that notice of the forum reaches all ______ of the community so that attendees reflect the ______ of the community
1 notice; open meeting act
2 reserved; attendance
3 segments; diversity
According to Chapter 3, Communications, these simple guidelines will help community forums to be more effective:
4 Prepare and publish an _______
5 Allow adequate time for the intended _______
6 Arrange to have the meeting _______
4 agenda
5 discussion
6 recorded
According to Chapter 3, Communications, the chief officer should be well versed in the value of producing what could be the department’s single most important document: the?
The annual report
According to Chapter 3, Communications, what type of communication is an opportunity to showcase the department, its services, and, perhaps more importantly, its personnel?
Annual Reports
According to Chapter 3, Communications, a ______ should tell a story and at the same time educate the readers regarding what their department does for them
annual report
According to Chapter 3, Communications, the department’s ______ can be formally published in the annual report with the _____ of _____ achievement provided
goals
status of goal achievement
According to Chapter 3, Communications, what type of communication has been in use by airports, amusement parks, departments of transportation, and other types of facilities to provide directions and information to approaching motorists
Low-power AM radio signals
According to Chapter 3, Communications, in conjunction with ____ ____, low power AM signals can be a useful means of notifying the public in a concentrated area
message boards
According to Chapter 3, Communications, what are 2 reasons listed that are constraining factors to using low power AM radio signals
the limited distance of the signal and the fact that AM radios are not as popular today.
According to Chapter 3, Communications, the chief officer’s skill in conducting ________ is critical to their ability too influence those who rely upon or ____ the services provided
research;
control (p.76)
According to Chapter 3, Communications, what is the first step in conducting research?
to clearly identify the problem or opportunity too be presented or defended
According to Chapter 3, Communications, “Conducting Research”, As a general rule, the use of the most _____ and ____ data is most convincing. If the research tries to show trends, it may be a good idea to use at least ____ ___ of historical data to show the pattern of movement over time
current and fresh data
five years of historical data
According to Chapter 3, Communications, “Conducting Research”, The ____, _____, and evaluation of survey data are, unto themselves, a complete science
development, use, and evaluation
According to Chapter 3, Communications, “Conducting Research”, one good resource to have when conduction research is a _____, who can help refine the search and provide listing of articles and books that may contain information helpful to the proposal
librarian
According to Chapter 3, Communications, “Conducting Research”, having a well defined _____ ____ also helps the librarian set the search parameters
problem statement
According to Chapter 3, Communications, “Conducting Research”, what site houses an extensive collection of fire service books, incident analysis reports, and executive fire officer research papers?
The national fire academy’s learning resources center
According to Chapter 3, Communications, “Conducting Research”, if is best to try and find at least ____ sources of web-based information rather than rely on a single source
Three
According to Chapter 3, Communications, “Conducting Research”, when evaluating web based content for conducting research, it is recommended that if the source of the information is the website of another organization to look into the organization’s ______ and _______
mission and activities (p.77)
According to Chapter 3, Communications, “(FO III/IV) Executive Level Communications “, ongoing professional development in the area of ______ is an important key for today’s chief officer.
Communications
According to Chapter 3, Communications, “(FO III/IV) Executive Level Communications “, Finding and utilizing an experienced chief officer to serve as a _______ can also provide valuable insight into the communication process.
mentor
According to Chapter 3, Communications, “(FO III/IV) Executive Level Communications “, as an effective communicator at the administrative and executive level one will learn that it is not always about _______ others that they are right or that their ideas are best. It is about ____ ____ to understand the points of view of others and then sharing ________ in a way that serves to educate and persuade, avoiding the perception of being overbearing or forceful.
convincing
active listening
perspectives
According to Chapter 3, Communications, “(FO III/IV) Executive Level Communications “, effective communication focuses on achieving _____, the _____ of both the communicator and the ones to whom the communication is directed
understanding
perspective
According to Chapter 3, Communications, “Chief officer tip on p.78 “, when seeking input, resist the temptation to _______ your ____ first.
communicate your perspectives first
According to Chapter 3, Communications, “Chief officer tip on p.78 “, resist the temptation to communicate your perspectives first when seeking input. Rather, present new ideas as broad, _____ _____ and ask questions of others that solicit their _____, both positive and negative.
potential concepts
input, both positive and negative
According to Chapter 3, Communications, “Communicating with Governing Boards “, effectively educating ____ ____ on the needs of the organization is vitally important
decision makers
According to Chapter 3, Communications, “Communicating with Governing Boards “, a fire departments budget _____ may not be intuitive to officials outside the fire service
logic
According to Chapter 3, Communications, “Program Proposals “, think of a proposal as an opportunity to take an _____ position for something that will benefit the ______ or the department.
advocacy
community
According to Chapter 3, Communications, “Program Proposals “, the length of the proposal depends on the _____ of the program being advocated
complexity
According to Chapter 3, Communications, “Program Proposals “, what are the three objectives that a program proposal should accomplish?
1 - elicit excitement from the audience
2 - educate the uninformed
3 - neutralize the objections of program opponents
(Elicit, educate, neutralize)
According to Chapter 3, Communications, “Program Proposals “,a good format for a program proposal is the three-set process taken by professional speakers, what are the three parts?
introduction, body, and conclusion
According to Chapter 3, Communications, “Program Proposals “, in the proposal introduction the _____ _____ is used to get the most powerful and convincing points in front of readers right away
executive summary
According to Chapter 3, Communications, “Program Proposals “, what is the first step/component of a proposal called?
The proposal introduction
According to Chapter 3, Communications, “Program Proposals “,what is the second component of the proposal?
The body
According to Chapter 3, Communications, “Program Proposals “, in which section of the proposal does the author paint the picture of the program proposal?
The second component, the proposal body
According to Chapter 3, Communications, “Program Proposals “, the ____ ____ defines the problem or opportunity. The _____ shares the details about how the problem is to be solved or how the opportunity will benefit the community or department
executive summary
body
According to Chapter 3, Communications, “Program Proposals “, when using charts, tables, or pictures to support a program proposal, each should be ______ and _____, and then referred to by the _____ used.
labeled and numbered
number used
According to Chapter 3, Communications, “Program Proposals “,longer tables and charts may be included in what section of the proposal?
In the appendix in the back of the proposal
According to Chapter 3, Communications, “Program Proposals “, it is common for a program proposal to have a budget _______, either ____ money or _____ money.
budget
costing money or saving money
According to Chapter 3, Communications, “Program Proposals “, the final component of the proposal is the ____ or _____. It is common for this section to contain the same material as the ____ _____.
summary or conclusion
executive summary
According to Chapter 3, Communications, “Program Proposals “ the summary should conclude with the ______ for _____.
recommendations for action
According to Chapter 3, Communications, “Program Proposals “, the ______ of the proposal drives how the document concludes
purpose
According to Chapter 3, Communications, “Media Relations Program”, the media relations program should include the following components: identification of ______ methods, development of ______, ______ of responsibilities, creation and maintenance of _______, and the monitoring of the ________ environment.
communication methods
policy
Assignment of responsibilities
relationships
media
According to Chapter 3, Communications, “Identification of Communication Methods”, for many years the primary methods of distribution of information to the media was either _____ ____ or _____ _____ release.
direct interview or written press release
According to Chapter 3, Communications, “Identification of Communication Methods”, direct interviews most frequently occur at _____ _____.
accident scenes
According to Chapter 3, Communications, “Identification of Communication Methods”, ______ ____ ____ are efficient at notifying large numbers of residents and media outlets in a relatively short amount of time
written press releases
According to Chapter 3, Communications, “Development of Policy”, proper attention must be given to the development of any department program or operation that has the ability to either positively or negatively affect the ____, its _____, or its _____.
department, its image, and its personnel
