Communication Flashcards
Communication is the key to?
Success in any endeavor
Communication takes place between
At least 2 people ( sender and receiver)
6 steps for Communication
Sender formulates an Idea Message is Encoded Message sent through Medium Receiver Receives the Message Receiver Decodes Message Receiver provides Feedback to Sender
3 Categories of Communication Errors
Sender Errors
Receiver Errors
Filters or Roadblocks
6 Types of Sender Errors
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
6 Types of Receiver Errors
Listening with Preconceived Notion Poor Preparation Thinking Ahead of the Sender Missing the Non-verbal Signals Not Asking for Clarification Disrespectful Communication
10 Types of Filters and Roadblocks
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
3 ways humans convey messages
Verbal: words : #3
Tone: inflection: #2
Body Language: #1 (Importance)
CRM accomplishes clear communications with what 5 skills?
Inquiry Advocacy Listening Conflict Resolution Critique ( Feedback)
Inquiry encourages firefighters to speak up when there discrepancy between?
What is happening
What should be happening
Inquiry leads to?
Error identification and mitigation
In Inquiry subordinates needs to be?
Proactive
Use clear concise question
Express concerns
Most effective method for Advocating your position
Assertive Statement
Using Advocacy helps promote
Situational Awareness
Improve understanding
avoid catastrophe
Listening is a ______ and ______ process that is more than just hearing
Fluid, Dynamic
Active listeners watch and process ______ and _______
Verbal, Non-verbal
Being an Effective listener is a _______ trait
Learned
5 Parts to Become a better listener
Use all your Senses Make Eye Contact Suppress Filters that affect listening Repeat Sender's Message Create a Conducive Environment for Communication
Active listeners overcome majority of problems through
Mastery of the art of listening
Principal key to conflict resolution revolves around
What is right, not who is right
What is the Cardinal rule of conflict resolution
Staying focus on the issue at hand
What is the Primary goal of everyone involved with conflict resolution?
Concentrating all effort on resolution
What does Feedback confirm?
Comprehension
When is the communications process consider complete?
Once Feedback has been provided to the Sender