TB 97 Key to Effective Communication Flashcards

1
Q

when fire department arrives on scene we are seen as _____ _________.

A

Authority Figures

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2
Q

we have a “______ presence” that can control the outcome of many situations

A

COMMAND

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3
Q

We can de-escalate a potential confrontation by which 3 factors.

A
  1. our actions
  2. our demeanor
  3. our attitude
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4
Q

The key to dealing with people is proper_________

A

COMMUNICATION

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5
Q

What percentage of communication is “body language”

A

50%-60%

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6
Q

The message we send to others(the words we use) is what percentage of communication?

A

7%-10%

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7
Q

The tone of our voice is what percentage of communication?

A

33%-40%

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8
Q

what are the 5 categories of non-verbal communication?

A
  1. voice signals
  2. body signals
  3. object signal
  4. space signals
  5. time signals
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9
Q

Space signals: “body buffer zones”

intimate distance for only loved ones is ___ to___ inches

A

6-18 inches

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10
Q

Space signals: personal distance space for good friends is between ___in-__ft.

A

18 inches-4 ft

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11
Q

Space signals: “body buffer zones”

social distances for aquaintancesis between __ft-___ft

A

4 ft - 12 ft

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12
Q

space signals: “body buffer zones”

public distance for strangers is __ft

A

12ft and more

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13
Q

A key to becoming effective in understanding a person’s feelings is to remain______ and not judge the person

A

neutral

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14
Q

In order to enhance communication and avoid pitfalls we must avoid

1.

2.

3.

A
  1. Facing Down
  2. Threatening Arrest
  3. Legalizing
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15
Q
A
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