Ch 2 The company officers role in effective communications

Question 1

Effective (blank) are a vital part of your professional life.

Answer 1

Communications

Question 2

Those who can (blank) affectively get more out of life.

Answer 2

Communicate

Question 3

Those who cannot communicate effectively will not reach their (blank)

Answer 3

Full potential

Question 4

Many fire chiefs report that the one weakness prevalent among their officers is the inability to (blank) effectively.

Answer 4

Communicate

Question 5

According to NFPA 1021 standard for fire officer professional qualifications good oral and written communication skills are a prerequisite for most of the certification requirements for fire officer (blank)

Answer 5

One

Question 6

(Blank) can be defined as a process by which information is exchanged between two individuals.

Answer 6

Communications

Question 7

(Blank) communications tend to follow the customs rules and practices of the industry or workplace and are conducted according to established standards.

Answer 7

Formal

Question 8

(Blank) communications transmit official information

Answer 8

Formal

Question 9

Formal orders and directives standard operating procedures and official correspondence are examples of (blank) communications

Answer 9

Formal

Question 10

(Blank) communications are simpler and more spontaneous written with less formality when sending memos short notes and email to others.

Answer 10

Informal

Question 11

We usually communicate up and down the organization using (blank) communications

Answer 11

Formal

Question 12

When we need to communicate across the organization we usually use a more (blank) communication style.

Answer 12

Informal

Question 13

Regardless of whether you were speaking or writing the communications process is generally thought to include five elements called the.

Answer 13

Communication model

Question 14

The communication process starts with the (blank) it is the person who has the information and wishes to send it to another person.

Answer 14

Send er

Question 15

The sender select the (blank) it is the information which is usually communicated using words all those certain symbol such as signs used in mathematics are also considered part of it

Answer 15

Message

Question 16

The sender also select the method of transmission sometimes referred to as the (blank)

Answer 16

Medium

Question 17

The (blank) is the means by which the message is transmitted it may include oral and written communications signs and graphic representations.

Answer 17

Medium

Question 18

The (blank) is the recipient of the message they play an active role in the communications process

Answer 18

Receiver

Question 19

The final step in the communications process is called.

Answer 19

Feedback

Question 20

(Blank) tells the sender that the message was received and understood

Answer 20

Feedback

Question 21

Compliance with a request is an obvious example of

Answer 21

Feedback

Question 22

The lack of (blank) Leaves the sender wondering if the message was received if it was understood and if anybody is going to respond

Answer 22

Feedback

Question 23

(Blank) communications works well in established organizations where there are stable relationships among the work units and among individual members.

Answer 23

Informal

Question 24

When work units are emerging when there is conflict or when there is a lack of trust we tend to see greater use of (blank) communications.

Answer 24

Formal

Question 25

(Blank) is the most commonly used method of personal communications

Answer 25

The spoken word

Question 26

The second form of personal communications is (blank) communications.

Answer 26

Written

Question 27

(Blank) communications provide a record that can be used for future reference showing that the message was sent and in some cases there is evidence to show that the message was received.

Answer 27

Written

Question 28

The third form of communications is communicating without words sometimes referred to as

Answer 28

Body language

Question 29

Of all communication forms listed (blank) communication Is the easiest most commonly used and effective

Answer 29

Oral

Question 30

(Blank) contact allows the feedback process to work at its best

Answer 30

Face-to-face

Question 31

The speaker should stop from time to time and (blank) , It allows the sender and the receiver to trade places for a moment, it makes the communication process easier for both parties

Answer 31

Ask the listener a question

Question 32

Any obstacle in the communications process is called a?

Answer 32

Barrier

Question 33

(Blank) barriers are environmental factors that prevent or reduce the sending and receiving of communications i.e. walls distance and background noise

Answer 33

Physical

Question 34

(Blank) barriers are less obvious they arise from the judgments emotions and social values we place on people

Answer 34

Personal

Question 35

(Blank) barriers arise from language problems.

Answer 35

Semantic

Question 36

There are more than (blank) words in common use that have more than 20 meanings .

Answer 36

500

Question 37

When communicating with (blank), provide the information in small bits and ask questions to be sure that the communications process is still working.

Answer 37

New firefighters

Question 38

Overcoming communications (blank) can be achieved by being adaptive to the audience, by having a specific purpose, and by staying focused brief and clear

Answer 38

Barriers

Question 39

The (blank) Has quite a responsibility to select a medium in the message, to check for feedback, and to be aware of the potential barriers.

Answer 39

Sender

Question 40

(Blank) maybe the most important part of the company officer.

Answer 40

Listening

Question 41

(Blank) Is showing the sender that you are actively listening by focusing all of your attention on the speaker and by showing genuine interest in the speakers message

Answer 41

Active listening

Question 42

(Blank) refers to his book, 7 Habits of Highly Effective People , that the fifth principle is “seek first to understand before being understood”

Answer 42

Dr. Stephen Covey

Question 43

Understanding others requires an (Blank) role on the part of the listener .

Answer 43

Active

Question 44

(Blank) usually indicate interest and encourage the speaker to expand on an area that was not clearly presented.

Answer 44

Questions and comments

Question 45

The real mark of a good leader is a comment that one sometimes hears from one of the firefighters," I like the captain, she (blank) to me when I have a problem."

Answer 45

Listens

Question 46

Indications of a good listener are?

Answer 46

Alert facial expression and good posture

Question 47

When you are actively listening three important things happen

Answer 47

you hear what is being said, you remember what was said, you show respect to the sender

Question 48

As a supervisor the way you communicate with your people has a lot to do with your?

Answer 48

Leadership style

Question 49

When the sender uses words or phrases that show (blank) for the receivers interests And point of view, it is far more likely that the message will be accepted even when it brings bad news

Answer 49

Respect and consideration

Question 50

After a brief warm-up, get to the (blank) of the message and tell it like it is

Answer 50

Heart

Question 51

As a supervisor you should be able to talk about performance issues without talking about (blank) of the subordinate

Answer 51

Personality or personal traits

Question 52

Remember to make your communications a (blank) process

Answer 52

Two way

Question 53

When (blank) always close with an offer to continue the discussion or provide additional information

Answer 53

Writing

Question 54

(Blank) communications: Show respect, get to the point, focus on specifics, express your own personal feelings, and make the discussion into a process

Answer 54

Effective

Question 55

Your (blank) is heard in the tone of your voice and in what you say

Answer 55

Leadership style

Question 56

Common problems in (blank) communications include not looking at the person to whom you are speaking and using distracting activities

Answer 56

Oral

Question 57

Taking a training course leading to becoming a fire instructor is a good start to improve your (blank) communication skills

Answer 57

Oral

Question 58

Most of the significant recommendations and requests you submit are (blank)

Answer 58

Written

Question 59

Consider the reader, emphasis, brevity, simplicity

Answer 59

Principles of effective of writing

Question 60

Memos, letters, and directives should usually be limited to (blank) topic

Answer 60

One

Question 61

(Blank) means to use every day words when possible, use the same words you would whole speaking

Answer 61

Simplicity

Question 62

(Blank) may be the most important part of writing

Answer 62

Organization

Question 63

When representing your (blank) the use of we our and us is more appropriate

Answer 63

Organization

Question 64

Suggestions for writing (blank): Use useful subject lines, give complete information but keep the message short, if you’re responding to a previous email Quote the text that you're referring to, replace pronouns with detail, use shorter paragraphs, use capital letters sparingly, never send an email when you were angry or upset

Answer 64

Suggestions for writing effective emails

Question 65

The (blank) is a standard form of communication used by organizations to alert the media two news pertaining to the organizations activities.

Answer 65

News release

Question 66

The (blank) should be no more than one page and should be sent so that the information can be processed and published in time to benefit the public.

Answer 66

News release

Question 67

A good (blank) will be on recognizable letterhead, contain the name telephone number and email address of the contact person, be simple and lack technical jargon, be well written, free of factual or grammatical error, and contain all the information needed to write a story about your event.

Answer 67

News release

Question 68

The (blank) paragraph should be a summary of what the news release is all about, try to address the what when where and who

Answer 68

First

Question 69

Internal issues, statements regarding change in the departments policies, budget information, and staffing for unit deployment changes should be referred to

Answer 69

The PIO or the chief

Question 70

Today reports of Fire or transmitted by (blank) by citizens using a telephone.

Answer 70

Automatic detection /reporting equipment

Question 71

(Blank) can help the dispatcher get accurate information and assign appropriate resources to the car.

Answer 71

Computer aided dispatch

Question 72

(Blank) can provide occupancy information to responding units, assisting in the size of activities, track responding units and provide dispatchers information regarding the status of the remaining units

Answer 72

Computer aided dispatch

Question 73

One of the very first actions needed is a (blank) , an accurate description of what is going on.

Answer 73

Good size up report

Question 74

At the scene (blank), help connect people and equipment they may be spread over long distances

Answer 74

Radio communications

Question 75

(Blank) Should be made in a clear calm voice and it is delivered pace which conveys to all who are listening that someone is in charge and that they know what they are doing

Answer 75

Radio transmissions

Question 76

Factors that lead to (blank) unsuitable equipment, portable radios needed for all firefighters, little attention paid to human factors, importance of active listening, standard message formats and language, tiered message priority, attention to cultural factors.

Answer 76

Inadequate communication

Question 77

Radio transitions should be made clear , calm voice and at a deliberate pace which conveys to all who are listening that ...

Answer 77

Someone’s in charge and they know what they are doing

Question 78

Good two-way communications are the key to (blank) in any organization.

Answer 78

Effective management

Question 79

The deliberate and apparent process by which one focuses attention on the communications of another.

Answer 79

Active listening

Question 80

Obstacle; in communications , a (blank) prevents the message from being understood by the receiver

Answer 80

Barrier

Question 81

Reaction to a process that may alter or reinforce that process

Answer 81

Feedback

Question 82

In communications; the (blank) is the information being sent to another .

Answer 82

Message

Question 83

In communications, the (blank) is the intended recipient of the message .

Answer 83

Receiver

Question 84

Part of the communications process, the (blank) transmits a thought or message to the receiver.

Answer 84

Sender