SC01 - Supervior Communication Flashcards Preview

ALS- Study Material (2018) > SC01 - Supervior Communication > Flashcards

Flashcards in SC01 - Supervior Communication Deck (34):

The Basic Communication Process includes four elements:

sender, message, receiver, and feedback


Define sender:

The sender is the originator of the communication process


Define Message:

The message is the idea, feeling, or information that the sender transfers to his or her audience, and is a critical factor when communicating since not all terms and phrases mean the same thing to all people.


Define Receiver:

The receiver is the target for the sender's message.


________________ is the flow of communication through the chain of command from the lowest organizational position to the highest.

Upward Communication


________________ normally begins with the organization's upper level of management and filters down through the chain of command.

Downward Communication


________________ lows neither downward nor upward; instead, it flows across organizational channels.

Lateral Communication


What are the three most common Organizational Barriers?

environmental noise, weak communication policies/norms, and autocratic management


Define Environmental noise:

Originates from many things and the flood of constant sounds can render communication ineffective.


Define weak communication policies/norms:

Communication policies are more firmly established in some organizations than they are in others.


Define Autocratic management:

This is when supervisors and managers do not listen to, or have a receptive attitude towards their subordinate’s input or suggestions.


What are examples of Psychological Barriers?

Personality, Values, Language, Abstractions, Ambiguous terms, Lack of Common Core of Experience


What is Strategic Communication?

Focused United States Government efforts to understand and engage key audiences to create, strengthen, or preserve conditions favorable for the advancement of United States Government interests, policies, and objectives through the use of coordinated programs, plans, themes, messages, and products synchronized with the actions of all instruments of national power.


What is the purpose of strategic communication?

Influence particular audiences


What office is useful when dealing with the media?

Public Affairs


What are the three types of interviews?

On-the-Record, Background, Off-the-Record


Explain Background interview?

The background interview allows you to provide context to stories, ensure the proper emphasis is placed on key aspects, and stories are accurately reported.


What are some interview techniques?

Hooking, Bridging, Flagging, Personal Credibility.


What are a few social media guidelines?

1. Don’t Give Classified Info
2. Stay In Your Lane
3. Don’t Lie
4. Always Identify Yourself
5. Be Aware of the Image You Present


What is the structure for a bullet (as demonstrated in ALS)?

Accomplishment-Impact Bullet Statements (Tongue & Quill)


What are some considerations for bullet writing?

Brevity, Specificity


______________ is the process of exchanging ideas or meaning between people.

Interpersonal communication


The Interpersonal Communication skills process consists of the:

pre-session, session, and post-session


Identify Pre-session activities:

Diagnose and Prepare (pg. 68)


Identify session activities (conducting the session):

Opening, Attending, Responding, Resolving, Closing (pg. 69)


What are the six steps to resolve a problem or reaching a goal?

1. Identify the problem
2. Make sure subordinates accept responsibility for their actions
3. Define goals
4. Determine steps needed to reach the goals
5. Establish timelines and milestones
6. Follow through

(pg. 70)


What are the three types of approaches for supervisors?

1. Directive: The directive approach is supervisor-centered
2. Nondirective: The nondirective approach is subordinate-centered and uses two-way communication.
3. Combined: The combined approach consists of components of both the directive and nondirective approaches.

(pg. 68)


What are the factors to consider when choosing a setting for a session?

1. Location
2. Space
3. Time

(pg. 69)


What are the four methods of responding during a session?

1. Questioning- Involves using open-ended questions that probe and prompt your subordinate to disclose

2. Reflecting- Involves accurately paraphrasing the subordinate’s specific content and feelings, and then restating it back to them.

3. Summarizing- Involves combining several of the subordinates’ thoughts into broader comments, this helps keep the session on track, especially those that may run longer than expected.

4. Silence - Involves natural pauses that gives the subordinate time to think about an answer.

(pg. 71)


What are the post-session activities?

Documenting the Session (pg. 71)


What are the two types of Counseling Sessions?

event-oriented counseling and performance and professional growth counseling (pg. 73)


Define professional and growth counseling?

Includes planning for individual and professional short- and long-term goals. (Proactive in nature)

(pg. 74)


Define event-oriented counseling?

Involves a specific event or situation that may be tied to a personal situation as well as superior or substandard duty performance

(pg. 73)


Define narrative writing:

Relates a clear sequence of events that occurs over time (can be ficition or non-ficition)

(pg. 82)