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Estudio > Company officer CH5 > Flashcards

Company officer CH5 Flashcards

1
Q

The four most common forms of communication within the fire and emergency services are _______ .

A

informal interpersonal, oral, written, and incident scene communications.

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2
Q

interpersonal communication takes place between individuals every day in casual conversation and has the following characteristics:

A
  • casual language
  • casual nonverbal clues
  • frequent changes of the speaker and listener roles
  • spontaneity
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3
Q

the tone of the conversation can change based on the perceptions of the ____.

A

two parties

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4
Q

Interpersonal communication consists of the following five basic elements:

A
  • sender
  • message
  • receiver
  • feedback to the sender
  • interference
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5
Q

it is the sender’s responsibility to communicate the information in such a manner that receivers ______.

A

will understand it

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6
Q

senders encode their messages based on their ____________________________.

A

education level, position of authority, personal or ethnic background, and other characteristics.

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7
Q

failure to actively monitor feedback can be a major cause of ____.

A

interference

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8
Q

there are five personal purposes for interpersonal communication:

A 
learning
relating
influencing
playing
helping
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9
Q

word selection is particularly important when speaking to people who _____________________.

A

do not have a shared experience with the speaker.

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10
Q

Speech communication research indicates that nonverbal communication transmits ___ percent of any message: ___ percent is body language while ___ percent is vocal tone and inflection.

A

93,55,38.

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11
Q

Only __ percent of the transmitted message is actually verbal communication.

A

7

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12
Q

________ can project a person’s self perception, emotional state, approachability, or cultural background.

A

non verbal communication

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13
Q

in some cultures, good _____ can convey self confidence, honesty, trust, and credibility.

A

eye contact

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14
Q

many native american and asian societies believe that it is disrespectful to make direct eye contact with a person who is not of the ______.

A

same status

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15
Q

The face can express the six basic emotions:

A

happiness, sadness, surprise, fear, anger, and disgust.

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16
Q
  • focusing on the speaker while ignoring any other distractions.
A

attending

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17
Q
  • decoding the message and assigning meaning to it.
A

understanding

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18
Q

the primary types of formal speeches and presentations for company officers include:

A

persuasive, informative, instructive.

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19
Q

_______ may be difficult to develop and yet can be the most important speeches an officer can give.

A

persuasive speeches

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20
Q

______ are the easiest to develop when supporting data is compiled and analyzed.

A

informative speeches.

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21
Q

The steps of the speech preparation process include:

A

Step 1: select the topic

Step 2: determine the purpose

Step 3: generate ideas

Step 4: develop the central idea

Step 5: gather supporting evidence

Step 6: organize the speech

Step 7: rehearse the speech

Step 8: deliver the speech

Step 9: evaluate the speech.

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22
Q

The appearance and quality of the document gives the reader an impression of the ability and credibility of the company officer and _____.

A

the organization

23
Q

The first step in writing any document is to determine__________.

A

the audience, scope, and purpose.

24
Q

An__________ document is written to the needs, concerns, and levels of understanding of the readers.

A

audience-focused

25
Q

the document’s scope is ________ and how broad or narrow the coverage of it is.

A

subject (topic or thesis statement)

26
Q

The purpose is _________.

A

why the document is being written

27
Q

common technical writing practices require that outlines must be balanced with a minimum of _____ under reach heading.

A

two points.

28
Q

headings should be express in _______.

A

parallel form

29
Q

once the outline is developed, the text is created within the _____ of the outline.

A

framework

30
Q

each paragraph needs to contain a topic sentence that announces and controls the content of the ______.

A

paragraph

31
Q

the ________ may occur at he beginning, in the middle, or at the end of the paragraph.

A

topic sentence

32
Q

The number of paragraphs depends on the number of subdivisions on the ______.

A

outline

33
Q

the average paragraph is ___ to ___ words long, equating to a topic sentence and four or five supporting sentences.

A

75, 125

34
Q

_____ are valuable because they commit the writer to a certain course of action and provide a chain of communication and evidence of action on a specific topic.

A

memos

35
Q

An _____ should only address one issue and never use string ____ to address issues not identified in the original communication.

A

e-mail, emails

36
Q

The accepted format of most business letters consists of the following parts:

A

heading, opening, body, closing.

37
Q

Reports constitute a significant amount of a company officer’s ___.

A

writing

38
Q

Most company officers complete ______ on a daily basis.

A

form based.

39
Q

A ___ report may be the result of a form report or it may be generated as part of a project or analysis.

A

narrative

40
Q

The first step in preparing a ______ is to determine the purpose of the report. Next the writer must decide who the _______.

A

narrative report

intended audience will be

41
Q

At least ___ subtopics support each main topic in the outline.

A

two

42
Q

A _____ is a guide to organizational decision making

A

policy

43
Q

policy and procedures manuals must be revised ______.

A

periodically

44
Q

The two primary types of repeater systems include ______ and those prepositioned in specific ________.

A

apparatus mounted, geographical areas.

45
Q

despite the fact that clear text has been in use for decades, some of the most common misuses of radio terminology occur in the area of _______.

A

resource identification.

46
Q

The five Cs of communication include:

A 
conciseness
clarity
confidence
control
capability
47
Q

The following can serve as the basic outline for persuading a group:

A
  • gain the audience attention with an introduction
  • describe the problem and demonstrate a need for a change in the current situation
  • present the best solution, provide information and evidence to illustrate hot it accomplishes the goal
  • describe the best solution, where it has been successfully used before, examples and how it will affect members of the audience.
  • provide the audience with the basic steps needed to accomplish the change, which is the basis for the conclusion of the speech.
48
Q

the majority of memos or e-mails can be written to give the following six pieces of information:

A 
who
what
when
where
why
how
49
Q

___ are generally sent digitally rather than as hard copy documents in interoffice mail.

A

memos

50
Q

The 5 Cs of radio communication include:

A

Conciseness

Clarity

Confidence

Control

Capability

51
Q

Messages should be specific, task oriented, and directed at companies not individuals

A

Conciseness

52
Q

Orders issued to different units must be sufficiently spaced to avoid any question that separate orders are being transmitted.

A

Clarity

53
Q

The IC and telecommunicator should follow specific protocolos.

A

Control

54
Q

Company officers must able to excercise emotional control, remain calm under stress and follow established procedures.

A

Capability

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