TB 97 Key to Effective Communication

Question 1

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

Answer 1

Authority Figures

Question 2

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

Answer 2

COMMAND

Question 3

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

Answer 3

1. our actions
2. our demeanor
3. our attitude

Question 4

The key to dealing with people is proper_________

Answer 4

COMMUNICATION

Question 5

What percentage of communication is “body language”

Answer 5

50%-60%

Question 6

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

Answer 6

7%-10%

Question 7

The tone of our voice is what percentage of communication?

Answer 7

33%-40%

Question 8

what are the 5 categories of non-verbal communication?

Answer 8

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

Question 9

Space signals: “body buffer zones”

intimate distance for only loved ones is ___ to___ inches

Answer 9

6-18 inches

Question 10

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

Answer 10

18 inches-4 ft

Question 11

Space signals: “body buffer zones”

social distances for aquaintancesis between __ft-___ft

Answer 11

4 ft - 12 ft

Question 12

space signals: “body buffer zones”

public distance for strangers is __ft

Answer 12

12ft and more

Question 13

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

Answer 13

neutral

Question 14

In order to enhance communication and avoid pitfalls we must avoid

1.

2.

3.

Answer 14

1. Facing Down
2. Threatening Arrest
3. Legalizing