TB 97 - Key To Effective Communication

Question 1

The fire department has what kind of presence, and we can use this presence to control the outcome of many situations?

Answer 1

“Command presence”

Question 2

Victims deal with their feelings in a variety of ways, one of the most common is which is what?

Answer 2

Blame

Question 3

Anger can manifest itself in what 3 ways?

Answer 3

Verbally, physically, or both ways

Question 4

Emergency personnel are sometimes seen as what kind of targets for victims to vent their anger?

Answer 4

Safe targets

Question 5

What of the event is a common feeling and is expressed with statements such as “why me” or “I can’t believe this is happening”?

Answer 5

Denial

Question 6

The important thing to remember is that the victim is not doing what towards the uniform member personally, but is venting both the frustration and fear of being a victim?

Answer 6

“Attacking”

Question 7

The key to dealing with people is proper what?

Answer 7

Communication

Question 8

A large percentage of our message (and at times our personal feelings) is communicated through what type of language?

Answer 8

“Body language”

Question 9

The message that we send to others (or the words we use) is often what percent content?

Answer 9

7% to 10%

Question 10

What percent is voice (the time of our voice)?

Answer 10

33% to 40%

Question 11

What percent is non-verbal or “body language”?

Answer 11

50% to 60%

Question 12

What type of communication is unplanned but has more of an impact than verbal communication?

Answer 12

Non-verbal

Question 13

Voice signals, body signals, object signals, space signals, and time signals are the 5 categories of what type of communication?

Answer 13

Non-verbal communication

Question 14

People placing emphasis on certain words, phrases, or change the tone of their voice when communicating with others is what type of non-verbal communication?

Answer 14

Voice signal

Question 15

The way a person sits, stands, or looks at you can send a wide variety of signals is what type of non-verbal communication?

Answer 15

Body signals

Question 16

Our outward appearance such as wearing mirrored sunglasses or the carrying of a flashlight in a manner that may send a message of intimidation or used as a weapon is what type of non-verbal communication?

Answer 16

Object signals

Question 17

People’s personal space such as huddling close, being distant, or sitting beside someone can send differing messages?

Answer 17

Space signals

Question 18

Studies have indicated that people have what are known as what “zones”?

Answer 18

“Buffer zones”

Question 19

An intimate distance reserved for only loved ones is how many inches?

Answer 19

6 to 18 inches

Question 20

A personal distance for good friends is between how many inches and feet?

Answer 20

18 inches and 4 feet

Question 21

A social distance for acquaintances is between how many feet?

Answer 21

4 feet and 12 feet

Question 22

A public distance for strangers is how many feet or more?

Answer 22

12 feet or more

Question 23

Being on time or being available, how we exit an apparatus or time spent getting in scene can send messages of professionalism and caring or laziness and indifference is what type of non-verbal communication?

Answer 23

Time signal

Question 24

To be a good listener takes practice, we must suspend judgement and pick out key words that identify what 2 things?

Answer 24

Mood or intensity

Question 25

One way to be a good listener is to do what to clarify a meaning?

Answer 25

Restate or paraphrase

Question 26

A key to becoming effective in understanding a person's feeling is to remain neutral and not do what to the person?

Answer 26

Judge

Question 27

In order to best enhance our communication and avoid common pitfalls, we must avoid what 3 things?

Answer 27

Facing down, threatening arrest, and legalizing

Question 28

What are the 5 steps of compliance?

Answer 28

``` Make a request Make a reasonable appeal Present options Make a final appeal Take action ```