TB 97 Key to Effective Communication Flashcards
when fire department arrives on scene we are seen as _____ _________.
Authority Figures
we have a “______ presence” that can control the outcome of many situations
COMMAND
We can de-escalate a potential confrontation by which 3 factors.
- our actions
- our demeanor
- our attitude
The key to dealing with people is proper_________
COMMUNICATION
What percentage of communication is “body language”
50%-60%
The message we send to others(the words we use) is what percentage of communication?
7%-10%
The tone of our voice is what percentage of communication?
33%-40%
what are the 5 categories of non-verbal communication?
- voice signals
- body signals
- object signal
- space signals
- time signals
Space signals: “body buffer zones”
intimate distance for only loved ones is ___ to___ inches
6-18 inches
Space signals: personal distance space for good friends is between ___in-__ft.
18 inches-4 ft
Space signals: “body buffer zones”
social distances for aquaintancesis between __ft-___ft
4 ft - 12 ft
space signals: “body buffer zones”
public distance for strangers is __ft
12ft and more
A key to becoming effective in understanding a person’s feelings is to remain______ and not judge the person
neutral
In order to enhance communication and avoid pitfalls we must avoid
1.
2.
3.
- Facing Down
- Threatening Arrest
- Legalizing