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CPRP > Communication > Flashcards

Communication Flashcards

1
Q

List 4 reasons organizations have to communicate internally. p.9

A

To enure that events and programs run smoothly, that facilities are safe, the grounds are well maintained, and that financial transactions are transparent.

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2
Q

List 3 reasons good communication skills are essential to the public and other external stakeholders

A

Promoting programs, keeping the community informed of policy and procedure changes, and establishing partnerships.

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3
Q

The content for the communication section of the CPRP exam is based upon seventeen communication tasks and is 16% of exam questions.

A
  1. promote the benefits of specific programs and services to the community
  2. provide education regarding value and benefits of P&R
  3. Solicit public support for mission/goals of organization
  4. Collect public input regarding policies
  5. Communicate the organization’s vision and mission to personnel and stakeholders
  6. Collaborate with external groups, committees, advisory boards, agencies, and councils
  7. Promote the organization through marketing and branding.
  8. Formalize relationships with outside organizations
  9. Advocate on behalf of the organization to public and media.
  10. Follow the organization’s internal chain of communication
  11. Foster Internal and external departmental relationships
  12. Provide input for reports
  13. Disseminate organization reports
  14. Communicate financial policies, philosophies, and budget status to subordinates)
  15. Convey to seasonal/part-time employees the importance of advocacy for parks and recreation
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4
Q

When did the benefits movement come to parks and recreation and why? pg. 9

A

In the ’70s and ’80s when tax limitations (tax cuts) were gaining ground.

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5
Q

What are tax limitations?

A

tax cuts. pg. 9

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6
Q

What is the benefits movement? pg. 9

A

The essence is that people buy the benefits they receive from a product, and not the product itself.

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7
Q

What are benefits? Give 4 reasons.

A

The underlying reasons people participate in parks and recreation services which include exercise, relaxation, stress reduction, and socialization. 9

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8
Q

Through what do parks and recreation professionals have to demonstrate the needs of the community?

A

Benefits 9 (4th to last para)

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9
Q

Define the 2 ways that benefits can be categorized.

A
  1. Individual benefits - experienced by those who directly participate in an activity.
  2. Community benefits - are the betterment of the community at large, regardless of whether a particular person uses the services or not.
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10
Q

Give example of community benefits. (this is one of two benefit types)

A

Living near a park or trail will increase property value whether or not the homeowner actually uses either amenity. 9

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11
Q

Recreation Services - can be grouped into what 3 categories?

A

Parks and natural areas, facilities, and programs. (pg. 9, 2nd to last para)

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12
Q

***In order, which Recreation Services provide the most community-wide benefits? In Order, which Recreation Services provide the most Individual Benefits?

A

Community Wide Benefits - 1. Parks and Natural Areas, 2. Facilities, 3. Programs
Individual Benefits - 1. Programs, 2. Facilities, 3. Parks and Natural Areas. pg. 9

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13
Q

Define Resource Allocation

A

Resource (financial, physical, or human) Allocation (an amount of resource distributed. (9 last para)

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14
Q

Resource-Allocation decisions are on what? THIS IS NOT ASKING FOR A DEFINITION!!!!

A

Perceived value within the community. 9

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15
Q

Making Recreation Services more valuable to the community can help ensure what? Otherwise what?

A

Continued funding support from governing boards. (Benefits question). If it’s not valued, the agency can eliminate it. pg. 10

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16
Q

Name three pillars that help parks and recreation agencies show how they can make significant contributions to problems that plague society (obesity, rising healthcare costs, environmental deterioration, and social equity).

A

conservation, health and wellness, social equity (10 para 1)

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17
Q

List 3 problems that plague society

A

Obesity, rising healthcare costs, and environmental deterioration. 10

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18
Q

In order to educate the community on the benefits of p&r, agencies must do what? List 4 ways the P&R profession is seen as providing a place for.

A

REPOSITION themselves in the minds of community members. Fun, parks to visit, sport leagues to join, and places to learn new skills. 10

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19
Q

What does repositioning/positioning mean?

A

The process of establishing and maintaining a positive image of the agency in the minds of the community and elected officials. 10

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20
Q

Ideally, P&R would like to be valued as a what?

A

An essential service just like police and fire. 10

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21
Q

How do you achieve being valued as an essential service? you know this answer

A

Alleviating problems (problem solver) that concern local elected officials. 10

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22
Q

List 7 ways to educate the public about the benefits of parks and recreation services provided.

A
  1. Position statement (agencies benefit to community)
  2. Listen to elected officials
  3. Find evidence supporting what parks and recreation does (NRPA’s 3 pillars)
  4. select 3 issues demonstrating the value of parks and recreation (obesity)
  5. Keep repeating the message
  6. Testimonial evidence (quotes)
  7. Cost/benefit analyses (fitness program cost vs. medication) 10
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23
Q

Name an argued 4th pillar that is significant to NRPA. Why?

A

Economic prosperity - since p&r increases property values, provides mobs, promotes tourism, and draws business to a community (10 para 1)

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24
Q

List a good way to solicit public support for the organizations mission and goals.

A

“by enlisting the public to do so on the agency’s behalf.” This can be done by forming a Friends group. (10 last para)

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25
Q

List 10 key steps in establishing a friends group.

A
  1. Choose the Friends group purpose.
  2. Develop vision and mission statements
  3. Deciding the name.
  4. Recruit leader
  5. File the certificate of incorporation
  6. Select board of directors
  7. Establish bylaws
  8. Get an EIN
  9. Open checking account
  10. File for federal tax exemption
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26
Q

List 5 ways of collecting public input regarding policies.

A

Public meetings, focus groups, citizen advisory groups, surveys, and referendum process.

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27
Q

List 3 purposes of Public Meetings.

A
  1. To inform the public of specific items or changes.
  2. To consult the public on issues
  3. Getting input (ex: building a new community center)
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28
Q

To get people to attend a Public Meeting, send out invitations to key…?

A

Stakeholders in the community that either support or oppose initiative.

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29
Q

Define Focus groups

A

Small representative group of people assembled to be asked various questions about a topic. This is to ascertain perceptions, opinions, beliefs, and attitudes about a given subject. Which include policy changes, services offered, strategic-planning process, or to collect input on development, expansion, or marketing.

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30
Q

Define Citizen Advisory Groups. Explain the intent of involving the group.

A

Advisory board formed to provide feedback and direction on problem or policy changes/formation. They review revised policies and offer suggestions. The intent of involving the group is not only gather their input, but to also win their support. 13

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31
Q

What is the difference between an open-ended and closed-ended survey question?

A

Closed-ended - will provide a scale

Open-ended - requires respondent to write out an answer.

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32
Q

List an open-ended benefit and closed-ended survey benefit.

A

Closed-Ended questions questions make data analysis easier, Open-Ended questions provide richer information.

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33
Q

Define referendum

A

A decision made by placing an issue on the ballot and the voters give feedback.

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34
Q

Define non-binding referendum and explain why this is important.

A

Ensuring that the issue does not become a law so that the agency is not forced to comply with the wish of the voters. However, not adhering to the voter’s feedback can cause political difficulty.

35
Q

Define Vision. 14

A

Is an ideal image of what the organization will look like in the future.

36
Q

What is the purpose of the agency’s mission

A

The definition of what the agency does.

37
Q

Define what an agency’s Mission answers.

A

Who the customers are, what services are provided by agency, and how services will be provided.

38
Q

The mission statement drives what three things

A

Programming, operations, and facility management.

39
Q

What is the reason for the vision and mission statements?

A

To provide a rationale for specific services and facilities such as men’s softball, clubs, or a nature center.

40
Q

List and define the three different levels that agencies work together (partner) to meet a need or solve a problem.

A
  1. Collaborations - short term relations between two agencies until a problem is solved. Agencies work together to find solutions for shared problems and issues. For example how to deal with the Fair Labor Standards Act, COVID. They discuss solutions but how they handle it is up to the agency.
  2. Alliance - high level of commitment between two agencies, as well as sharing authority and decision making. For example two neighboring P&R Departments planning and implementing a Halloween event together or Culture Pop. Alliances are defined by formal AGREEMENTS and address matters such as joint programming and joint facility use.
  3. Partnership - The strongest level of relationship between agencies. This is a partnership formed when two or more agencies come together to form an entirely new agency. For example when two partnering agencies come together to provide services for people with disabilities. The partnering agencies give up this responsibility to a new agency. Each agency would be responsible for things like budget or staff.
41
Q

List 6 benefits of working with outside agencies . 15

A
  1. providing a higher level of service
  2. Pooling resources
  3. Avoiding duplication of services when resources are limited
  4. Gaining expertise from multiple people from different areas
  5. Demonstrating to the public that tax dollars are being used wisely
  6. Enhancing flexibility and efficiency within the organizations.
42
Q

Define Actual Demand and Latent Demand

A

Actual Demand - current buyers; Latent Demand - potential buyers.

43
Q

List and explain the 4 Ps of a Marketing Mix

A

Product - are the various services and facilities offered to the public
Price - determines whether or not a segment of the population is willing and able to pay for a product
Place - distribution of products, which includes accessibility of programs and the facilities where they are offered.
Promotion - communicating the value of a product through advertising, sales promotions and incentives, personal selling, and publicity.

44
Q

Define Price-Value Relationship

A

The price of a program for some customers will imply a programs value. Thus, a free program is not always in the best interest of the organization or the constituents.

45
Q

Define Personal Selling. 16

A

Direct oral communication with a particular market. For example people at Walmart selling knives.

46
Q

List two additional Ps that could be added to the 4 ps.

A

People -

Process - determining ways to retain customers and enhance service provision (providing).

47
Q

Define Market Segmentation. pg 16

A

The process of subdividing a very large market into smaller markets. These smaller markets are similar in the media they are exposed to, their product wants, and how they will respond to the marketing mix.

48
Q

To be viable (a candidate) for Market Segmentation what 3 things are required?

A
  1. Measurable (one must be able to determine its size and characteristics)
  2. Accessible (one must be able to reach and serve it)
  3. Sizable (must be large enough to warrant separate attention)
49
Q

List the 4 variable types that markets can be SEGMENTED into.

A

Demographics, geography, psychographics, behaviors (product loyalty and skill level

50
Q

Define Psychographics

A

Values, attitudes and beliefs

51
Q

What are the two keys to marketing efficiency and effectiveness?

A

Market segmentation and target marketing

52
Q

Define Target Market.

A

Once a market is SEGMENTED, TARGET markets are specific markets the agency chooses to focus the marketing matrix on.

53
Q

List 2 reasons why Target Marketing is done.

A

Marketing to the entire population is Inefficient and Ineffective.

54
Q

Define Mass Marketing and explain why it is inefficient and ineffective.

A

This is marketing to the entire population which wastes resources on people who are highly unlikely to respond.

55
Q

List and define 3 different approaches to Target Marketing.

KNOW THE DEFINITIONS!!! Understand the difference between market segmentation and target market.

A
  1. Undifferentiated Approach - no visible segments, mass marketing, only one marketing mix is used for all programs (no matter what program it is)
  2. Differentiated Approach - distinct market segments are identified with a specific marketing mix for each.
  3. Concentrated Marketing Approach - selects and focuses all marketing efforts on only 1 or 2 distinct market segments.

-Markets are first broken down into segments based on psychographics, behavior, demographics, and geography. Once the market is segmented, target markets are the target the agency chooses to concentrate of for a product.

56
Q

Which of the 3 Target Marketing Approaches is most often used in Commercial Recreation?

A

Concentrated Marketing Approach

57
Q

Define Branding. Pg. 17

A

Image created by agency used to identify who it (the agency) is by consumers.

58
Q

List examples of outside organizations to gain Formalized Relationships with.

A

leagues, associations, clubs, nonprofits, schools, churches

59
Q

List examples of an Informal and formal agreements

A

Informal - memo

Formal - document approved by attorneys

60
Q

List examples of partnerships.

A

schools, hotels with pools

61
Q

A formal partnership should address what 7 things.

NOT BENEFITS

A
  1. Purpose of the relationship
  2. Roles and responsibilities
  3. Decision making process
  4. Communication process
  5. Timetables
  6. Resources
  7. Evaluation of partnership including exit/termination strategy
62
Q

List 3 examples that are advocates of a P&R agency.

A
  1. P&R professionals
  2. General public
  3. Professional associations (NRPA
63
Q

List how to and how to influence members of Congress or state legislators to favor or oppose legislation or appropriations.

A
  1. As a public employee, do not contact politicians.

2. Lobby legislators is ok by offering activities to influence them (such as hike with Mayor)

64
Q

Which Amendment protects your right to lobby members of congress and state legislators? pg. 18

A

First Amendment

65
Q

List 2 limitations you have in your First Amendment right to lobbying for or oppose legislation.

A
  1. Must identify yourself as a concerned citizen not a government employee.
  2. Federal or state funds may not be used
66
Q

When depicting lines of authority on an organization chart, how many supervisors should an individual be marked as having and why? pg. 19

A

1 because it otherwise leads to confusion.

67
Q

What is an interdepartmental relationship? pg. 20

A

Process of coordinating work to get done with in numerous departments.

68
Q

List 5 examples of input for reports.

A

Annual reports, financial reports, strategic plan, budget, project updates.

69
Q

Agencies will disseminate reports throughout the year. List 5 recommendations to provide input (data) on that report.

A
  1. provide the information requested
  2. send the information in the requested format
  3. meet deadlines
  4. Check data accuracy
  5. Review drafts of information in a timely manner.
70
Q

Part-time staff ADVOCACY can be enhanced by

A

Customer service training, development, manager motivation, and an agency that shows it cares.

71
Q

Define a Marketing Strategic Plan

Note: marketing plan and marketing strategic plan are the same

A

Written document that asses the current state of marketing and future direction.

72
Q

Define a Marketing Strategic Plan

A

written document that asses the current state of marketing and future direction.

73
Q

In a Marketing Plan what 4 topics for each target market are outlined?

A

Market segmentation, target markets, positioning, and marketing matrix

74
Q

List and define the contents of a marketing plan to include

A
  1. Executive Summary -
  2. Situational Analysis
  3. Customer Analysis
  4. Marketing and branding goals and strategies
  5. Implementation, monitoring and evaluation
75
Q

Executive Summary

A

short and summarizes the entire plan. Last thing written.

76
Q

Situational Analysis

A

Evaluation of the internal and external environment that the agency is operating. It is here that the agency will consider what products and services it provides, as well as those provided by other agencies. Includes trends, economic climate, SWOT, branding, and positioning.

77
Q

Customer Analysis

A

Identifies market segments within the community and establishes target markets for key programs and facilities.

NOTE: Market segmentation involves the entire market that is to be divided into groups based on similar characteristics. In contrast, target marketing involves a more defined specific group of individuals at micro level (i.e. the chosen market segment) to whom the products will be marketed and sold.

78
Q

Marketing and branding goals and strategies

A

Short and long term marketing goals based on data collected in the previous steps of marketing plan.

79
Q

Implementation, Monitoring and Evaluation

A

A marketing plan should not be created and then placed on a shelf to gather dust. It should be implemented, monitored, and evaluated. It is used to guide the budget and monitored for effectiveness along the way. The marketing plan is not a static document and may be changed based on the evaluation process.

80
Q

SWOT

A

Strength, weakness, opportunities, threats

81
Q

The promotions plan is most likely found in what section of the marketing plan?

A

Marketing, branding, and strategies section.

82
Q

List 4 examples of plans.

A

Strategic plans, marketing plans, master plans, program plans

83
Q

Strategies and Tactics section of a plan.

A

Plans such as strategic plans, marketing plans, master plans, and program plans. This section outlines what the agency is going to do based on the planning process and data gathered.

84
Q

What is the implementing strategy section of any plan called?

List the 4 types of plans.

A

The Strategies and Tactics section of a plan.

Strategic plans, marketing plans, master plans, and program plans. Which all have a strategies and tactics section.

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