Chapter 5

Question 1

Most of the daily tasks company officers perform involve some form of_____

Budgeting
Interpersonal communication
Ordering

Answer 1

Interpersonal communication

Question 2

Informal language and informal nonverbal clues are characteristics of

Listening
Interpersonal communication
Teaching

Answer 2

Interpersonal communication

Question 3

Frequent changes of the speaker and listener roles are a good example of

Answer 3

Interpersonal communication

Question 4

Spontaneity, intensity (pitch tone and volume) , and formality (command vs discussion) are good examples of

Answer 4

Interpersonal communication

Question 5

Interpersonal communication consists of the 5 basic elements
Sender
______
Receiver
Feedback to the sender
_____

Answer 5

Message
Interference

Question 6

This element of interpersonal communication consists of the information intended for multiple senses (sight, hearing, taste, smell, touch)

Sender
Message
Receiver
Feedback to sender

Answer 6

Message

Question 7

Education level, position of authority, personal or ethnic background, and other characteristics are what a sender bases their message on to ___ it

Evolve
Encode
Decide

Answer 7

Encode

Question 8

When senders take _____ characteristics into account, receivers are more likely to understand the message clearly

Receivers
Learners
Listeners

Answer 8

Receivers

Question 9

When senders pay attention to receiver feedback, they can ______ the message to improve communication

Modify
Change
Include

Answer 9

Modify

Question 10

Selecting the correct ____ for communication is necessary to reduce the potential for interference

Instruction
Medium
List

Answer 10

Medium

Question 11

For communication to be effective, both sender and receiver must agree on its

Reasoning
Facts
Purpose

Answer 11

Purpose

Question 12

To learn, relate, influence, play, and help are the five general ____ for interpersonal communication

Rules
Purposes
Influences

Answer 12

Purposes

Question 13

Word selection is particularly important when speaking to people who do not have a shared ____ with the speaker

Experience
Title
Rank

Answer 13

Experience

Question 14

Verbal communication guideline -avoid trying to project personal feelings into someone (I know how you feel)

-Involving personal thoughts
-Show respect for the feelings and thoughts of the other person
-gain enthusiasm

Answer 14

Show respect for the feelings and thoughts of the other person

Question 15

Non verbal components - practice speaking slowly using variation in pitch to provide emphasis. Use volume appropriate to the situation and proper diction to ensure words are clearly understood

Vocal interference
Eye contact
Vocal characteristics

Answer 15

Vocal characteristics

Question 16

Nonverbal components - eliminate filler words and empty phrases. Closely monitoring your accent

Vocal characteristics
Vocal interferences
Eye contact facial expressions
Gestures

Answer 16

Vocal interferences

Question 17

Nonverbal components _ match facial expressions to the message and parts of the message

Facial expressions
Eye contact
Gestures
Personal appearances

Answer 17

Facial expressions

Question 18

In addition to good posture, ____ includes a sense of calmness and control

Happiness
Poise
Proximity
Touch

Answer 18

Poise

Question 19

Listening skills- paying strict attention to the speaker and ignoring any other distractions

Understanding
Attending
Remembering
Evaluating

Answer 19

Attending

Question 20

Listening skills - decoding the message and assigning meaning to it : organizing the message into a logical pattern : interpreting nonverbal clues : asking questions to clarify

Attending
Understanding
Remembering
Evaluating

Answer 20

Understanding

Question 21

Listening skills - retaining information in short term and then long term. Techniques involve : taking notes : repeating info back to sender : using mnemonic devises : asking questions about unclear info

Understanding
Remembering
Evaluating
Responding

Answer 21

Remembering

Question 22

Listening skills- critically analyzing information to determine how accurate it is; separating fact from opinion - elements to evaluate include drawing on personal experience: assessing credibility of speaker: interpreting nonverbal cues

Attending
Remembering
Evaluating
Responding

Answer 22

Evaluating

Question 23

Listening skills- providing feedback to the sender indicating the message has been understood or that it requires more explanation - verbal like asking questions or nonverbal like sleeping in class. Written like answering test questions.

Remembering
Evaluating
Responding

Answer 23

Responding

Question 24

The three types of speeches and presentations most commonly used by company officers are

Academic, informant, persistent
Persuasive, informative, instructional
Needed, unneeded, seen

Answer 24

Persuasive informative instructional

Question 25

_____ speeches may be difficult to develop and yet can be the most important speeches an officer can give Persuasive Informative Instructional

Answer 25

Persuasive

Question 26

Describing a problem and supplying a solution is intended to ___ Redirect the problem Cause change Anarchy

Answer 26

Cause change

Question 27

When forming steps of a persuasive speech, the action step must be Quick and to the point Easy and manageable Interesting to hold attention

Answer 27

Easy and manageable

Question 28

____ speeches are easiest to develop when supporting data is compiled and analyzed Persuasive Informative Instructional

Answer 28

Informative

Question 29

Informative speech topic that explains principles, theories, and concepts Ideas Objects Procedures People Events

Answer 29

Ideas

Question 30

Informative speech topic to explain a tangible object Ideas Objects Procedures People Events

Answer 30

Objects

Question 31

Informative speech topic to describe how something works or outlines a process Ideas Objects Procedures People Events

Answer 31

Procedures

Question 32

Informative speech topic to prove a general overview of a persons life or may focus on one specific event Ideas Objects Procedures people Events

Answer 32

People

Question 33

Informative speech topic to describe an actual event Ideas Objects Procedures People Events

Answer 33

Events

Question 34

___ speeches are used to teach the audience how to do something and normally include a visual aid or demonstration Persuasive Informative Instructional

Answer 34

Instructional

Question 35

This type of speech helps keep the public informed and address community concerns Public relations speeches Public information speeches

Answer 35

Public relations speeches

Question 36

Step 1/7 of preparing a speech or presentation Determine the purpose Select the topic Generate ideas Develop the central idea

Answer 36

Select the topic

Question 37

Step 2 of preparing a speech or presentation Develop the central idea Determine the purpose Generate ideas Gather supporting evidence

Answer 37

Determined the purpose

Question 38

Step 3/9 of preparing a speech or presentation Generate ideas Develop the central idea Father supporting evidence Organize the speech

Answer 38

Generate ideas

Question 39

Step 4/9 of preparing a speech or presentation Rehearse the speech Organize the speech Develop the central idea Gather supporting evidence

Answer 39

Develop the central idea

Question 40

Step 5/9 of preparing a speech or presentation Deliver the speech Generate ideas Gather supporting evidence Organize the speech

Answer 40

Gather supporting evidence

Question 41

Step 6/9 of preparing a speech or presentation Organize the speech Rehearse the speech Develop the central idea Evaluate the speech

Answer 41

Organize the speech

Question 42

Step 7/9 of preparing a speech or presentation Organize the speech Rehearse the speech Deliver the speech Evaluate the speech

Answer 42

Rehearse the speech

Question 43

Step 8/9 of preparing a speech or presentation Organize the speech Rehearse the speech Deliver the speech Evaluate the speech

Answer 43

Deliver the speech

Question 44

Step 9/9 of preparing a speech or presentation Organize the speech rehearse the speech Deliver the speech Evaluate the speech

Answer 44

Evaluate the speech

Question 45

Written communication must be accurate, concise, and ____ To the point Relevant Professional in appearance

Answer 45

Professional in appearance

Question 46

Documents are written to educate, persuade, inform, and ___ Enlighten Develop Keep in touch

Answer 46

Enlighten

Question 47

Effective writing helps to ensure that the intended purpose is Done correctly Attained Appropriate

Answer 47

Attained

Question 48

Company officers should be aware that any form of _______ can be considered public record and may be used in legal proceedings Verbal orders Written communications Letters Main

Answer 48

Written communications

Question 49

The first step to writing any document is to determine its audience, scope, and ____ Meaning Purpose Reading level

Answer 49

Purpose

Question 50

The ____ of the document refers to its subject and how broad or narrow the coverage of it is Title Scope Memory

Answer 50

Scope

Question 51

Memos are valuable because they commit the writer to a certain course of ____ and provides a chain of communication and evidence of ____ on a specific topic Reaction Emotion Action Law

Answer 51

Action

Question 52

Company officers must remember to stay within the ______ when sending electronic communications Knowledge of practice Sop/sog Chain of command

Answer 52

Chain of command

Question 53

This type of communication is generally used to correspond with persons groups and agencies outside the organization. They are longer, more formal, and often represent the entire organization rather than a specific branch or section Email Letter Phone call

Answer 53

Letters

Question 54

This type of narrative report focuses on why a certain course of action was taken or should be taken. It starts with a problem then provides a solution and steps to take or steps taken to implement the solution Progress Recommendation Justification Discriptive Progress and justification

Answer 54

Justification

Question 55

This type of narrative report states the problem and provides a variety of solutions. Then recommends the best solution based on the available criteria Progress Justification Recommendation Descriptive Progress and justification

Answer 55

Recommendation

Question 56

This type of narrative report provides an overview of the current status of a project. Chronological in nature, beginning with with a description of the project and proceeding through steps to the current status or actual completion Progress Justification Recommendation Descriptive Progress and justification

Answer 56

Progress

Question 57

This narrative report provides justification for the project, describes the steps to project completion, and includes justification for any changes in the project development Progress Justification Recommendation Progress and justification

Answer 57

Progress and justification

Question 58

This narrative report describes a process, project, or item that gives the audience a detailed imagine if the subject Progress Justification Progress and justification Recommendation Descriptive

Answer 58

Descriptive

Question 59

A ____ is used to determine organizational decision making Policy Procedure Handbook Code

Answer 59

Policy

Question 60

A _____ is a detailed plan of action that is similar and closely related to a policy Procedure Handbook Code of conduct Ethics code

Answer 60

Procedure

Question 61

___ detail in writing the steps to follow in conducting organizational policy for some specific reoccurring problem Policy Procedures Handbooks Guidelines

Answer 61

Procedures

Question 62

At an emergency scene, the preferred method of communication is Over the radio Direct, face to face Through hand signals

Answer 62

Direct, face to face communication

Question 63

Radio usually at station, telecommunications center, or at large scale incidents where scaled down version is assembled Base radio Portable radios Mobile radios

Answer 63

Base radios

Question 64

Radio usually mounted in trucks also at pump panel or on Ariel devise turn table or basket or platform Base radio Mobile radios Portable radios

Answer 64

Mobile radios

Question 65

Radio kept on person Base radio Mobile radio Portable radio

Answer 65

Portable radios

Question 66

This receives a signal from a radio, boosts its power, then transmits the signal to the receiver. Apparatus mounted and those positioned in specific geographical areas are the two primary types Base radio Repeater system

Answer 66

Repeater system

Question 67

The use of alternative communications depends on the level of ______ of the organization involved in the incident Education Preparedness Language

Answer 67

Preparedness

Question 68

_____ is the ability of a system to work with and use the parts of equipment or another system Comparability Interoperability Mobility

Answer 68

Interoperability

Question 69

___ is a vital part of implementing the national incident management system during emergency response Interoperability Comparability Comparable features

Answer 69

Interoperability

Question 70

Incident communications procedures are often Conformed Agency specific The same everywhere

Answer 70

Agency specific

Question 71

Five C’s of radio communication Message should be as concise as possible to avoid congesting assigned frequencies. Plan before keying the mic. Message should be specific, task oriented, and directed at companies, not individuals Conciseness Control Confidence Clarity Capability

Answer 71

Conciseness

Question 72

Five C’s of radio communication Combine clarity with simplicity and describe only one task at a time. Orders issued to different units must be sufficiently spaced to avoid any question that separate orders are being transmitted Conciseness Control Confidence Clarity Capability

Answer 72

Clarity

Question 73

Five C’s of radio communication Show confidence( also known as command presence) when using coms. A calm, natural tone and speaking at a controlled rate can communicate confidence Conciseness Control Confidence Clarity Capability

Answer 73

Confidence

Question 74

Five C’s of radio communication The incident commander and telecommunication should follow established radio protocols. Requiring the receiver to repeat the message back to the sender reduces chance of misunderstanding Conciseness Control Confidence Clarity Capability

Answer 74

Control

Question 75

Effective coms depend on capable, well trained, senders and receivers. It involves technical proficiency, ability to communicate, listen effectively, and initiate effective messages. Emotional control and remain calm under stress and follow procedures Conciseness Control Confidence Clarity Capability

Answer 75

Capability