Company officer CH5

Question 1

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

Answer 1

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

Question 2

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

Answer 2

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

Question 3

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

Answer 3

two parties

Question 4

Interpersonal communication consists of the following five basic elements:

Answer 4

• sender
• message
• receiver
• feedback to the sender
• interference

Question 5

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

Answer 5

will understand it

Question 6

senders encode their messages based on their ____________________________.

Answer 6

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

Question 7

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

Answer 7

interference

Question 8

there are five personal purposes for interpersonal communication:

Answer 8

learning
relating
influencing
playing
helping

Question 9

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

Answer 9

do not have a shared experience with the speaker.

Question 10

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

Answer 10

93,55,38.

Question 11

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

Answer 11

7

Question 12

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

Answer 12

non verbal communication

Question 13

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

Answer 13

eye contact

Question 14

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

Answer 14

same status

Question 15

The face can express the six basic emotions:

Answer 15

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

Question 16

• focusing on the speaker while ignoring any other distractions.

Answer 16

attending

Question 17

• decoding the message and assigning meaning to it.

Answer 17

understanding

Question 18

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

Answer 18

persuasive, informative, instructive.

Question 19

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

Answer 19

persuasive speeches

Question 20

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

Answer 20

informative speeches.

Question 21

The steps of the speech preparation process include:

Answer 21

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.

Question 22

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

Answer 22

the organization

Question 23

The first step in writing any document is to determine__________.

Answer 23

the audience, scope, and purpose.

Question 24

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

Answer 24

audience-focused

Question 25

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

Answer 25

subject (topic or thesis statement)

Question 26

The purpose is _________.

Answer 26

why the document is being written

Question 27

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

Answer 27

two points.

Question 28

headings should be express in _______.

Answer 28

parallel form

Question 29

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

Answer 29

framework

Question 30

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

Answer 30

paragraph

Question 31

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

Answer 31

topic sentence

Question 32

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

Answer 32

outline

Question 33

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

Answer 33

75, 125

Question 34

_____ 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.

Answer 34

memos

Question 35

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

Answer 35

e-mail, emails

Question 36

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

Answer 36

heading, opening, body, closing.

Question 37

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

Answer 37

writing

Question 38

Most company officers complete ______ on a daily basis.

Answer 38

form based.

Question 39

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

Answer 39

narrative

Question 40

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

Answer 40

narrative report | intended audience will be

Question 41

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

Answer 41

two

Question 42

A _____ is a guide to organizational decision making

Answer 42

policy

Question 43

policy and procedures manuals must be revised ______.

Answer 43

periodically

Question 44

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

Answer 44

apparatus mounted, geographical areas.

Question 45

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 _______.

Answer 45

resource identification.

Question 46

The five Cs of communication include:

Answer 46

``` conciseness clarity confidence control capability ```

Question 47

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

Answer 47

* 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.

Question 48

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

Answer 48

``` who what when where why how ```

Question 49

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

Answer 49

memos

Question 50

The 5 Cs of radio communication include:

Answer 50

Conciseness Clarity Confidence Control Capability

Question 51

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

Answer 51

Conciseness

Question 52

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

Answer 52

Clarity

Question 53

The IC and telecommunicator should follow specific protocolos.

Answer 53

Control

Question 54

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

Answer 54

Capability