Fire Officer Handbook CH 4. Fire Officer Communications

Question 0

In the fire service, accuracy of information that is received can be vital. Who is responsible in ensuring that messages are properly expressed and interpreted?

Answer 0

The sender and the receiver.

Question 1

What are the five parts of the Communication Cycle?

Answer 1

• message
• sender
• medium
• receiver
• feedback

Question 2

According to the text book, what are some techniques that may help improve your listening skills? 5:

Answer 2

• do not assume anything
• do not interpret
• try to understand the need
• look for the real reason the person wants your attention
• do not react too quickly (jump to conclusions)

Question 3

According to the text, what are the three areas a fire officer needs to keep the Chief informed of?

Answer 3

• progress towards performance goals and project objectives
• matters that may cause controversy
• attitudes and morale

Question 4

What is environmental noise?

Answer 4

A physical or sociological condition that interferes with the message in the communication process ( background conversation, distractions / prejudice and bias)

Question 5

What are some examples of Informal Communications? 4:

Answer 5

• internal memos
• emails
• instant msgs
• msgs via mobile data terminus

Question 6

How is a Formal Communication presented?

Answer 6

It is an official fire department document printed on business stationary with the FD letterhead.

Question 7

According to the text, what are SOP’s?

Answer 7

Written organizational directives that establish or prescribe specific operational or admin methods to be followed routinely for the performance of designated operations or actions.

Question 8

According to the text, what are SOG’s?

Answer 8

Written organizational directives that identify a desired goal and describe the general path to accomplish the goal, including critical tasks or cautions.

Question 9

According to the text, a verbal presentation should consist of these four parts?

Answer 9

• getting their attention (have a good opening)
• interest statement (explain why people should be interested)
• details (organized facts)
• action

Question 10

An officer should be as consistent as possible when sending verbal msgs over the radio. What is the performance goal in radio transmissions?

Answer 10

To sound the same and communicate just as effectively when reporting a minor incident as when communicating under intense stress.

Question 11

According to the text, how can environmental noise be counteracted? 5:

Answer 11

• avoid a power struggle
• communicate clearly and firmly
• carefully choose words
• confirm receiver understands the msg
• provide consistent and appropriately detailed msgs