Communication

Question 1

Communication is the key to?

Answer 1

Success in any endeavor

Question 2

Communication takes place between

Answer 2

At least 2 people ( sender and receiver)

Question 3

6 steps for Communication

Answer 3

Sender formulates an Idea
Message is Encoded
Message sent through Medium
Receiver Receives the Message
Receiver Decodes Message
Receiver provides Feedback to Sender

Question 4

3 Categories of Communication Errors

Answer 4

Sender Errors
Receiver Errors
Filters or Roadblocks

Question 5

6 Types of Sender Errors

Answer 5

Not Establishing a frame of Reference
Omission of Information
Providing Biased/ Weighted Information
Assuming Messages only depend on words
Not willing to Repeat Information
Disrespectful Communication

Question 6

6 Types of Receiver Errors

Answer 6

Listening with Preconceived Notion
Poor Preparation
Thinking Ahead of the Sender
Missing the Non-verbal Signals
Not Asking for Clarification
Disrespectful Communication

Question 7

10 Types of Filters and Roadblocks

Answer 7

Resistance to Change
Defending from Looking Foolish
Supporting our Opinion even when wrong
Blame
Intentionally withholding information
Halo Effect
Odd Man Out
Complacency
Fatigue
Reckless attitude

Question 8

3 ways humans convey messages

Answer 8

Verbal: words : #3
Tone: inflection: #2
Body Language: #1 (Importance)

Question 9

CRM accomplishes clear communications with what 5 skills?

Answer 9

Inquiry
Advocacy
Listening
Conflict Resolution
Critique ( Feedback)

Question 10

Inquiry encourages firefighters to speak up when there discrepancy between?

Answer 10

What is happening

What should be happening

Question 11

Inquiry leads to?

Answer 11

Error identification and mitigation

Question 12

In Inquiry subordinates needs to be?

Answer 12

Proactive
Use clear concise question
Express concerns

Question 13

Most effective method for Advocating your position

Answer 13

Assertive Statement

Question 14

Using Advocacy helps promote

Answer 14

Situational Awareness
Improve understanding
avoid catastrophe

Question 15

Listening is a ______ and ______ process that is more than just hearing

Answer 15

Fluid, Dynamic

Question 16

Active listeners watch and process ______ and _______

Answer 16

Verbal, Non-verbal

Question 17

Being an Effective listener is a _______ trait

Answer 17

Learned

Question 18

5 Parts to Become a better listener

Answer 18

Use all your Senses
Make Eye Contact
Suppress Filters that affect listening
Repeat Sender's Message
Create a Conducive Environment for Communication

Question 19

Active listeners overcome majority of problems through

Answer 19

Mastery of the art of listening

Question 20

Principal key to conflict resolution revolves around

Answer 20

What is right, not who is right

Question 21

What is the Cardinal rule of conflict resolution

Answer 21

Staying focus on the issue at hand

Question 22

What is the Primary goal of everyone involved with conflict resolution?

Answer 22

Concentrating all effort on resolution

Question 23

What does Feedback confirm?

Answer 23

Comprehension

Question 24

When is the communications process consider complete?

Answer 24

Once Feedback has been provided to the Sender

Question 25

Feedback in the form of Critique serves to

Answer 25

Reinforce Communication

Question 26

Communication is not complete until

Answer 26

The Loop is complete