Chapter 5 Flashcards by Riccardo Caruso

Cos must communicate effectively w/

supervisors , subordinates and public

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Most Daily tasks performed, involve ‘’’ examples are :

receiving orders from superiors and comm them to subordinates
comm with others at emergency
interaction w/ citizens
writing reports
training /instructions

interpersonal Comm

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THE FOLLOWING ARE Characteristics of ‘’’ comm:
- informal language
- informal nonverbal clues
- freq change of speaker/listener roles
- spontaneity
- formality ( command vs discussion)
- intensity ( tone , pitch and volume ) p.95

interpersonal

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interpersonal comms consist of the following : x5
S
M
R
F
I

sender
message
receiver
feedback
interference

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senders ‘’’ their message based on a number of factors :
edu level
- position of authoery
- personal or ethnic backround
p. 96

encode

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receivers are more likely to’’ clearly and respond to senders through’’

Interference can be encountered when sending and receiving a message; therefore, it is important to pay attention to -

understand the message
feedback

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5 general purposes for Interpersonal Comms:
L,R,I,P,H

to learn
relate
influence
play
help

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Avoid language that might be:
O
GB
R
S

offensive
gender biased
racist
stereotyped

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Practicing the following guidelines will hone ‘’’ skills :

engage in Dual perspective
take responsibility for Personal feelings and thoughts
show respect for Feelings and thoughts of the other person
try to gain Accuracy and clarity in speaking
be aware of any Special needs of the receiver
avoid Speaking or addressing a problem while angry or otherwise experiencing strong emotions

verbal comms
p. 97

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’’ comms consist of:
- body language
- vocal tones and inflections
- personal appearance

non-verbal

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’’’ comms can reveal and project a persons:
- self perception
- emotional state
- approachability
- cultural background

nonverbal

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THE FOLLOWING ARE brief description of ‘’’ and recomm for improving them are as follows:
vocal characteristics ( speak slow , make sure words are understood)
- vocal interference ( no filler words and empty phrases )
- eye contact ( 2 muh eye contact be damaging , native americans believe that its disrespectful if not same gender, status or family )
- Facial expression ( universal face expression for 7 emtions are anger , fear, contempt, disgust, joy, sadness and surprise)
- Gestures
- Personal appearance
- Posture
- Poise ( sense of calm and control)
- Proximity ( distance b/tw pp your talking to )
- Touch

-nonverbal elements

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Listening, unlike simply hearing is an active process that includes the following :x5
A
U
R
E
R

attending ( focusing)
understanding ( decode message)
Remembering ( notes, asking questions, mnemonic)
Evaluating ( assessing)
Responding ( providing feedback)

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’’’ is a comm tech used in:
Counseling
Training
Conflict resolution p.100-101

Active listening

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listening for and repeating back key elements of speech is a great way to develop

better listening skills

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'’a communication technique used in counseling training and complex resolution. It requires that the listener fully concentrates understands response and then remembers what is being said.
p. 101

Active listening

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daily oral comm with crews on and off incidents scene include:
ICA
PAI
CC
AT
RR

issuing crew assignments
pass along info
career counseling
assigning tasks
receiving reports

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if possible remove comm barriers such as ‘’

noises, visual distractions

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fear of ‘’’ can be overcome through:
- practice
- public speaking
- private or civic orgs
- instructor traing programs
- good prep
- watching anazlyng ted talks p. 101

public speaking

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when issuing instruction to the crew Cos should

choose words carefully
deliver message clearly and concisely
validate understanding

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effective comm skills are critical to
- imparting “
- issuing ‘
- keeps crews ‘
- describing ‘
- critiquing ‘

knowledge
commands
attention
skills
training

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3 types of speeches are

persuasive
informative
instructional

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what speech is the most difficult to develop and yet can be the most important speeches. An officer can give describing a problem in supplying a solution is intended to cause change.

persuasive

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key points in writing a ‘’ speech :
attention w/ intro
demonstrate the need for change
best solution
best solution
to accomplish changed ‘’

persuasive

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informative speeches provide the audience w/ info on Variety of topics : I,O,P,P,E

- idea - objects - procedures - people - event

instructional speeches are used to: T VA D

teach visual add demo

what is the easiest speech to develop

informative

what do Co's use ''' speeches to do ? status reports project updates educate the public /media describe events training

informative

Follow these practices to successfully write and present A ''' speeches: Adapt the topic to the audience speak to the level of your audience motivate the audience to listen to the speech repeat the info orginize the topic in logical manner use clear transition to move the listener through the topic use both verbal and nonverbal reinforcement of ideas build on the fimilair p. 103

informative

Public relation speeches may be '' or '' in nature

informative / persuasive

WHAT '' speeches help Inform and address community concerns

WHEN ''''' SPEECH or oral presenation follow this sequence: - select topic - determine Purpose - generate Ideas - develop Central idea - gather Supporting evidence - Organize speech - Rehearse speech - Evaluate speech

preparing speech

Cos may have to prepare written comms such as : R PR L M PP

- reports - press releases - letters - memos - polices procures

written comms must ''x3 in appearance

accurate, consise and professional

documents are written to: E,P,I,E

educate, persuade, inform or enlighten

any digital comm is part of

permanent record

effective writing helps to ensure that the intended purpose is

attained

Co's must be aware that any form of written comm can be considered '' and ''

public record and may be used in legal process

1st step in writing any doc is to determine its '' x3

audience, scope and purpose

written docs must be '' in appearance: A C P

accurate, concise and professional

most CO's have to ''R,D,F,E each doc that carries their signature

research, draft, finalize and edit

Knowing YOUR '''''' helps to keep the writer and doc focused

Audience

What scope of a Doc refers to its subjects ?

topic or thesis statement

3 part format for a standard training lesson or plan:

an intro, body and conclusions. 105

Common writing practices requires that outlines be balanced with a min of '' under each heading

2 points

Balance also applies to the use of: B N L

bullets, numbers or letters

headings should be expressed in '' form

parallel

Co's ''' should keep track of what: - what happen during shift - pass along info - out of service equipment - public concerns - documenting internal occurrence requiring further actions p. 107

journals

what is a quick and simple way of transmitting a message

memo ( may be considered public record)

majority of memos are written to provide the following 6 things :

Who, what , where , when , why and how

memos should be ?

short and to the point

when proofreading look for ? x5

- correct spelling - punctuation - grammar - neatness - consistent format

'''' can be a source of embarrassment and legal difficulties so caution should be taken the following should be should be used as a guideline to determine and edit appropriate content -facts/data nothing in writing criticism, reprimands profanity sexist, racist / bad language exist forever - remembers memos sent will be ''

memos

like memos '' can be part of public record

emails

important reasons for org's to have proper email etiquette ? x3 P E LP

- professionalism - efficiency - liability protection p108-09

Comparing emails to letters ? length audience format represents

brief vs long internal vs external formal/informal vs formal subunits vs entire org p. 109

Make sure letters properly reflect image of org by: P A A

- proofreading - content is accuracy - have it approved

accepted format of most business letter consist of

- heading - opening - body - closing

follow these general Guideline for composing letters consider the '' of the letter be '' in the message make the letter '' express praise easily and always say '' or '' '' the letter when possible

tone sincere reader centered please and thank you personalize

what are public records, stick to the facts

reports

what are subject to be levied by litigation

reports

personal notes can be '' and may prove beneficial if the writer is called to testify

subpoenaed

Data from reports is used to provide proof to '' on both nationals and local levels

support funding

reports can also serve as means to documents

exposure risks injuries and illnesses for individual FF p. 110

'' base reports- done on a day basis They may include; - incident reports - investigation reports - internal and external inspection reports - injury reports - training - attendance

Form

The following characteristics describe a carefully completed form: L A C O

- legible - accurate - complete - objective p. 111

what '' REPORTS – result of a form report of it may be generated as part of a project or analysis

Narrative

''' reports are written in essay form topic include - staff reports - technical reports - incident reports - resources allocated analyzes - business, master, strategic or work plans

Narrative

1st step in a narrative report is to determine its '' Than, who the intended' 'will be Determines the format of reports

purpose, audience

what '' reports will be formal with detail of costs, services and needs

annual

Types of narrative reports include : J,R,P,P/J * focuses on why a course of actions was taken *state problems and resolve *overview of progress * process, projects or items that give audience a detail image of subject

Justifications recommendations Progress progress/ Justification description

What '' is used to determine org decision making

policy

detailed plan of action that is closely related to the policy ( written in steps )

procedures

what defines what must be done

policy

what describes steps required to comply with polices

procedures p. 112

'''' may include: training manuals operational manuals maintenance manuals

Procedure manuals

''' – policy /procedures doc generally contain - statements of Purpose and scope - Content page - procedures or policies organized by specific Topic or function - appendices containing copies of froms that refer to the body

Basic format

WHAT '' AND '' doc's contain the following THE FOLLOWING INFO: subject -what its about policy # - tracking # original dates supersedes procedure # replaced w/ current page approvals initials of authority distribution is of pp to whom its issued applicability person /group to whom it applies page # indicating postion w'i doc revision indications if original or revision 'forms used indication of appropriate forms to comply

Policy and procedures

Orgs that Distribute through revision need to establish tracking methods to ensure personnel and sites have

received , read and understood material p. 113

Common types of ''' equipment: - radios - telephones - wireless broadband connections - geographic info system - citizens band radio - pagers - fax machines - mobile data systems - gps - amateur radio system

Communication

common element of radio systems include : BR MR PR RS

1. base radio – think 911 center 2. mobile radios – radio in truck 3. portable radios 4. repeater system – receive a signal from radio and boost it than transmit it p114

Each incident command function may require 1 or more radio frequencies on large incidents ex include : C T OPS S OPS A TO G A TO A MS

- command - tactical ops - support ops - air to ground - air to air - medical services

what ''are most often used to notify volunteer , paid on call and off duty career personnel and staff officers

pagers

""" methods include : LAND based telephones CELL phones SATELITE phones FAX machines WIRELESS BROADBAND connection – allows voice/image transfer, 10X FASTER THAN MODEMS Allow easy views of maps and photos MOBILE DATA terminal – transmit dispatch info , incident/Pt. status , messages not appropriate for radio, ( Comps in the trucks) MOBILE DATA computer – like a MDT but it has key board and allows 2 way comms GEOGRAPHIC info system – comp readable description of geographic features GPS CITIZENS band radio AMATEUR radio networks – for volunteer ham radios operators , have acess to externsice radio comms newtworks /equip

Alternative comm p. 116-17

what 'has the ability of a system to work w and use parts or equipment of another system .

interoperability

4 key objectives in development of ''' - provide enhanced functionality Equipment/capabilitiesfor public needs - improve Spectrum efficiency - ensure competition among Vendors THROUGH OPEN SYSTEMS - allOWS effective , efficient and reliable intra - agency and interagency comm's

NIMS/ICS STANDARD :

'''' must accomplish 2 things: 1. est. use of specific common terms ( clear text) that mean the same thing to all 2. est. a system of transmitting periodic progress reports to keep all units current on the progress of incidents

Communication Procedures

new , media , public and FCC can monitor all ?

radio comms

what does clear text mean

plain english.118

5 C’s of radio comms are

- conciseness - clarity - confidence - control - capability

Must train as much with radios as

scba ropes hoses and ladders

Every '''' member must be trained on the following topics: basic radio ops - radio freq assignment .usage - org radio procedures to be followed both in routine .emergancy - Saftey - Care and maintenance p119

emergency crew

Potential prob w/ use of clear text – radio operators may '' transmitting

ramble while p.120

statement that identifies general philosophy, may be included in policy

guidline

a petition to federal, state, or local agency for access to records concerning a specific topic, individual or org

freedom of info act ( FOIA) Request

Paying strict attention to the speaker and ignoring any other distractions in order to improve a listener’s ability to focus on the message company officers should provide an environment that is free of distractions as possible is what listening skills ATTENDING RemembERING UNDERSTANDING EVALUTATING RESPONDING

Attending

Other ways to improve '' skills through focus(attending) are: Looking at the speaker when possible Visualizing the situation or event Waiting until the speaker has finished delivering the message before responding Listening to the verbal message and observing nonverbal messages

listening

What listening skill””” decodes the message and assigns meaning to it involving the following actions.. Examples include : Organizing the message into logical pattern Intercepting nonverbal cues Asking questions to clarify meetings ATTENDING Remembering UNDERSTANDING EVALUTATING RESPONDING

Understanding

What listening skill?”” is retaining information in short term and then long-term memory techniques for better recall include.: Examples include : Taking notes Repeating information back to this under Using mueumonic devices Ask questions about unclear information ATTENDING UNDERSTANDING Remembering EVALUTATING RESPONDING

Remembering

What listening?”” Critically, analyze information to determine how accurate it is separating fact from opinion elements to effectively evaluating a message: examples include : Drawing on personal experience Assessing the credibility of the speaker Intercepting nonverbal cues ATTENDING Remembering UNDERSTANDING EVALUTATING RESPONDING

Evaluating

What listening skill is providing feedback to the sender, indicating that the message or information has been understood or that it requires more explanation. There are three basic types of responses. example include : Verbal such as asking questions or request requesting more info Nonverbal such as sleeping in class Written such as answering questions on a test ATTENDING Remembering UNDERSTANDING EVALUTATING RESPONDING

Responding

What usage made block cell phones and or smart phones during large scale incidents

Heavy media public usage

The following steps outline key points in the writing and delivering a '''speeches: Gain the audience attention through an introduction Describe the problem and demonstrate the need for a change Present the best solution Describe the best solution Provide the audience with the basic steps needed to accomplish the change

persuasive

Company officers may be called upon to assist in the development or a division of their organizations, policies and procedures. These documents may be called different names, including, but not the limited two. SOP SOG PPM Go

SOP SOG PPM - policy procedure manuals GO - general order

- Facial expression ( universal face expression for 7 emtions are ? A F C D J S S

anger , fear, contempt, disgust, joy, sadness and surprise)

''' are 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. The contents may be similar to that of a memo or email and it should include information that is normally found in a report.

letters

Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, "on the contrary, however, yet, but, in spite of, and nevertheless? " Showing contrast or qualifications Indicating continuously Showing cause of effect Indicating exemplification

Show contrast or qualification.

Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, "for example, for instance, namely, and to illustrate? " Showing contrast or qualifications Indicating continuously Showing cause of effect Indicating exemplification

Indicate exemplification.

Company officers should realize that there may be strong organizational restrictions placed upon the use of social media.. Official documents require the use of formal spelling and grammar conventions. Company officers may be tasked with communicating through social media sites. regarding ??

Social media

What would be the telephone of choice to provide reliable communications that are free of the limitations and interference that are characterized by other types of telephonic communications?

Satellite phones

Receivers then encode their messages based on Individual '''

Individual characteristics of their own.

Paying strict attention to the speaker while ignoring any other distractions is called -

Attending

'''' reports following the steps below : Determine the purpose of the report Decide who the intended audience will be The topic is thoroughly researched An outline is developed based on the format At least two topics supports each main topic and the outline Report follow basic and conclusion format and also includes a brief review or executive summary

narrative

Regarding memos 6 types of communtions : Explaining the reason for the action in an email or memo would be considered the -

why

Regarding memos 6 types of communtions : person responsible for the task reaction

Who

Regarding memos 6 types of communtions : task action that is expected or has been accomplished

What?

Regarding memos 6 types of communtions : for an action to take place or it may set a deadline

When

Regarding memos 6 types of communtions: Location of the Task or action

Where?

Regarding memos 6 types of communtions : steps for implementing the task reaction

How

The area of a letter that includes the date, address block of the recipient, attention line, and salutation is called the -

Opening

What fire department document defines the needs of the department or organization and allows manufacturers or their authorized distributors to decide if they can meet bid specifications?

RFP (Request For Proposal).

Transitions can be used to start paragraphs and can be characterized by the comparison or relationship that they are intended to indicate. With this in mind, which of the following characterizations would apply to using words such as, "besides, furthermore, in other words, and to begin with?" Showing contrast or qualifications Indicating continuously Showing cause of effect Indicating exemplification

Indicate continuity.

Incident reports, injury reports, fire investigating reports, training reports, etc., would all be considered

Form-based reports.

Which of the following are generally written to preclude deviation from the standard being set

Rules and regs

What is unlike simply hearing it is an active process

Listening

Regarding the five C's of radio communication: Message should be as concise as possible to avoid congesting assigned frequencies company. Officers must plan their transmission before keying. The microphone message should be specific task, oriented and directed at companies, not individuals. Capability Control Confidence Clarity conciseness

Conciseness

Regarding the five C'S of radio communication: Company officers should combined clarity and simplicity, and describe only one task at a time orders issued two different units. Must be specifically spaced to avoid any question that separate orderS being transmitted Capability Control Confidence Clarity conciseness

Clarity

Regarding the five C'S of radio communication: a calm and natural tone and speaking at a controlled rate can communicate ''''' Capability Control Confidence Clarity conciseness

Confidence (Command presENSE)

Regarding the five C'S of radio communication: the IC and telecommunicator should follow establish radio protocol requiring the receiver to REPEAT THE MESSAGE back to the sender reduces the chances of misunderstanding: Capability Control Confidence Clarity conciseness

Control

Regarding the five C'S of radio communication:Effective communication depends on capable, well-trained SENDER and receivers....''''' IS not limited to technical proficiency it also includes the ability to communicate listen effectively and initiate effective messages. CEOs must be able to exercise EMOTIONAL CONTROL remain, distress, and follow establish communication procedures. Capability Control Confidence Clarity conciseness

Capability

Interference can be encountered when sending and receiving a message; therefore, it is important to pay attention to -

Feedback

Verbal and nonverbal communication(company officer)

SendER

Portable radios are sometimes referred to as

Walkie-talkies, handy talkies, portables

trying to project personal feelings onto someone else by saying I know how you feel instead acknowledged and respect others positions to create strong relationships. A better way of responding to this is is to say I'm sorry you have to go through this what is this regarding verbal communications. showing respect for ''''

Showing respect for the feelings and thoughts of others

Regarding verbal communication skills: be aware of the receivers frame of reference, recognize the listener as having a different perspective and attempt to relate it to by asking questions and listening with an open mind. this is engaging a '''

Engaging a dual perspective

Regarding verbal communications: WHEN CONVEYING A PERSONAL OPINION, OR OFFERING A CORRECTIVE COURSE OF ACTION, USUALLY LANGUAGE THAT IS EYE BASE SUCH AS I BELIEVE, OR I THINK AVOID PHRASES SUCH AS YOU DISAPPOINT ME, OR YOU ARE WRONG FOCUS INSTEAD OUR LANGUAGE THAT OWNS ONE'S FEELINGS AND OFFERS AWAY FOR THE STUDENT TO CORRECT HIS OR HER ACTIONS SUCH AS I HOPE YOU WILL... this allows you to take ''' for

Take responsibility for personal feelings and thoughts

Regarding verbal communication: avoid abstract language that can cause misunderstandING .. Avoid generalizations that result in stereotypes, be clear and accurate in all types of communication.. try to '''

Try to gain accuracy and clarity and speaking

Messages should be ''X3 at companies, not individuals: S TO D

Specific Task oriented Direct

''a process in which the listener repeats back to the speaker what they just heard to confirm understanding on the part of both parties

Reflective listening p. 101.

To effectively communicate the correct message in a relationship, the facial expression must match the __________. (p.99)

Verbal message

__________ is the process of engaging with individuals or a group using spoken language. (p.101)

ORAL COMMUNICATION

Effective oral communication skills are critical to imparting all BUT ''''(p.102)

OWNERSHIP

IN WHAT LOCATION IS preferred form of communication within the fire service being direct, face-to-face, voice communication? (p.114)

Emergency scene communication

would be characteristic of an informal speech in which a tangible object is explained?

OBJECTS

What nonverbal element is at play when you eliminate filler words and empty phrases?

Vocal interferences.

The physical distance between the company officer as he or she talks to an individual or group is known as -

Proximity

WHAT topics would be characteristic of an informal speech in which there is a general overview of a PERSON'S life or may focus on one specific event?

PEOPLE

Written reports must be all but

Subjective

In which section of a written policy and procedure would you find references to the persons or groups to whom the policy or procedure applies to?

Application

Listening is an active process that IS NOT SIMPLY '''

HEARING

Decoding the message and assigning meaning to it is known as -

Listening

Critically analyzing a message to determine how accurate it is, is called -

Evaluating

Which of the following are generally written to preclude deviation from the standard being set?

RULES AND REG

indicates to the sender that the message or information has been understood or requires more explanation?

Responding

What is a GIS(Geographic Information System.)designed to do?

Provide computer-readable descriptions of geographical features in a particular area.

Receivers then encode their messages based on which of the following factors?

Individual characteristics of their own.

Which type of repeater system receives signals from portable or mobile radios and boosts their power so that signals can be received by other portable, mobile or base station radios?

Geographical area repeater system.

SHOWING CAUSE AND EFFECT