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286 Cards in this Set
- Front
- Back
As a function of a co. officer as a supervisor they do not have to do this
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Develop human resources procedures
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Providing a safe work environment is a responsibility a co. officer has to whom?
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Subordinates
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What can help a new co. officer overcome personal challenges?
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Supporting professional education and training
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As a subordinate, a co. officer is expected to?
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Execute the orders of superior officers
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An internal expectation that may be difficult to overcome is?
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Abusing power and confusing rank with respect
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What is a human resources management duty listed in NFPA 1021 as a duty performed by a Level 1 Fire Officer?
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Provide co. level training activities
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What is an inspection and investigation duty listed in NFPA 1021 as a duty performed by a Level II Fire Officer?
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Conduct a preliminary investigation of a fire scene
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What is an emergency service delivery duty listed in NFPA 1021 as a duty performed by a Level I Fire Officer?
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Inspect all potential hazardous sites within the unit's response area
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What is a health and safety duty listed in NFPA 1021 as a duty performed by a Level II Fire Officer?
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Analyze unit accident and injury reports and recommend steps to prevent reoccurrence
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The crew's perceptions of a new co. officer are?
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Subjective
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What is NOT a role of the co. officer as a public servant?
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Providing home inspections
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What is an administrative duty listed in NFPA 1021 as a duty performed by a Level II Fire Officer?
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Develop policies and procedures that result in the efficient and effective use of resources
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The purpose of the social change model is?
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To make changes for the betterment of others through leadership
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What is the possession of control, authority, or influence over others?
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Power
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In the social change model, What is a critical value the individual should learn?
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Commitment
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What is the difference between a manager and a leader?
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Managers are copies; leaders are originals
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A Theory X leader believes?
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The average worker is inherently lazy
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What is a disadvantage of the path goal theory?
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The leader must be extremely accurate in using good judgment to determine the appropriate leadership style
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A Level _____ leader is a person who builds enduring greatness through a paradoxical blend of personal humility and professional willpower?
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5
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Which leadership theory focuses on value driven leadership and proactively living one's own life versus enduring a reactive life?
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Principle centered leadership theory
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what behavioral leadership style compares the degree of job structure to the degree of employee consideration?
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Two dimensional leadership style
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what of the following is a trait that often makes a person an effective leader?
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Integrity
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A _________ leader is concerned with getting work accomplished while considering the welfare and happiness of members of the unit?
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Balanced
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A _________ leader tells subordinates what to do and how to do it with little or no input from them?
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Autocratic
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What is NOT a necessary attribute to achieve command presence?
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Humility
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Suspension without pay is a form of _________ power?
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coercive
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A _________ leader inspires follower loyalty and creates an enthusiastic vision that others work to attain?
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charismatic
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A contributing team member is a Level _____ leader?
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2
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A balanced leader?
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Uses various leadership styles based on different situations
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the alpha leadership model is a relationship between which of the following elements?
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Leader, followers, system, and goal
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A good leader builds what?
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builds trust
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What characteristic distinguishes a level 5 leader from the other levels?
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Diligence to ensure organizational success
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Once a co. officer has determined which characteristics he or she is lacking, What is NOT a path of improvement?
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Personality profiles
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what is the act of directing, overseeing, or controlling the activities and behavior of employees who are assigned to a particular supervisor?
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Supervising
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What is the difference between a model and a theory?
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Models have been proven through application
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what is a basic concept of Theory Z?
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Creating a close relationship between work and social life
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what behavioral leadership style includes autocratic, democratic, and laissez faire categories?
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Basic leadership style
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What are the 3 types of power?
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1. Coercive
2. Identification 3. Reward |
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In the ______ theory, a leader determines the best of four styles to use in influencing members in the accomplishment of the unit's goals and objectives?
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path-goal
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In the situational leadership model, the leader's style is matched to the ______ of the members of the unit?
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Maturity
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What are the four readiness levels of the situational leadership model?
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Telling, selling, participating, and delegating
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what is the least appropriate way for co. officers to communicate their goals and objectives?
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By passing word through the grapevine
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what is a basic principle in the team building process?
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Be sensitive to the diverse nature of the team and understand the cultural background of each member
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If Change does not occur after an employee has been counseled:?
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Subsequent counseling sessions may be required
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In general, which is the lowest priority in the fire and emergency services for the co. officer?
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Station duties
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what responsibilities of the co. officer ensures an efficient and stable unit?
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Promote and maintain health and safety policies within the workplace
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what methods of creating job interest is a process used to prepare capable individuals for advancement within the organization through the direction of a positive role model?
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Mentoring
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what includes the processes of directing, overseeing, and controlling the activities of other individuals?
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Supervision
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what is not a basic principle in the team building process?
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Have infrequent meeting with the team to allow them more time to work together
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Counseling employees should?
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take place in private
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At which stage in becoming an effective team does the group become a true team with leadership shared by all members?
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Performing
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Direct preparation for emergency response includes?
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training and drilling as a team
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A co. officer must be able to establish objectives that are?
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clearly stated
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what is a group of people with the common purpose of completing specific objectives within the organization?
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Workgroup
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Essential to meeting all challenges is?
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the establishment of priorities
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what methods works well in involving employees in establishing goals and objectives in emergency situations?
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Delegating tasks
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When the first sign of a personnel problem arises, the co. officer must be able to respond in a ________ manner?
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proactive
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In the _______ stage of becoming an effective team, the group establishes its norms and values that each member accepts and adheres to?
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norming
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Which of the following is a way in which fire officers can reward employees?
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Make public acknowledgements of accomplishments
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What is a way to create job interest within a unit?
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Empowering, coaching and rewarding employees
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What are challenges that are common to most supervisory positions?
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Establishing goals and objectives, creating job interest, and providing a good example
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what method of creating job interest allows subordinates to take responsibility for their actions and decisions?
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Empowering employees
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According to Robert Hamm, what are 3 rules for delegating tasks?
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1. Remain relaxed when delegating a task
2. Allow for mistakes 3. State assignments clearly and concisely |
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In the _____ stage of becoming an effective team, conflict may result?
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Storming
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What are 3 questions to determine if a fire and emergency servs. decision is ethically sound?
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1. Is the decision based on well analyzed facts?
2. Will the decision build strong internal and external relationships? 3. Is the decision based on ethical values? |
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Why does the Abiliene Paradox exist?
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Members fear their opinion is flawed
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Deductive reasoning is usually developed in the form of a ?
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syllogism
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Crating an ethical culture requires the creation of an ethics program that includes?
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a written code of ethics or ethics policy
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Many decisions can be difficult because of?
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personal barriers
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External barriers include?
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lack of resources
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what is a question to determine if a decision is ethical?
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Is it the truth?
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Decisions are usually?
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Generic or exceptional
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Fear is a __________ barrier?
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psychological
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what is a cause of unethical behavior in in individuals?
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Self esteem
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When a person is faced with making a decision, it is essential to apply logic in the form of ______ to arrive at a decision?
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Reasoning
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what is a process that is based on the relationship between two or more events in such a way that it is obvious one caused the other to occur?
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Causal reasoning
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The Abilene Paradox explains?
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why members of a group may go along with a decision even when they believe it to be a bad one
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The key to effective causal arguments is to?
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establish a factual, direct link between the cause and the effect
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what is the ability to reason or present a strong argument in favor of or against a position?
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Logic
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what is a cause of unethical behavior in orgs?
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Bottom line mentality
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What are three symptoms of the Abilene Paradox?
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Group members agree in private, but fail to communicate
Group members fail to communicate and make counterproductive decisions Group members become frustrated by poor decisions |
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What are three basic components of ethics?
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How people justify unethical conduct
Origins of personal ethics of individuals Causes of unethical conduct |
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A fallacy is?
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False or fallacious reasoning without sufficient supporting evidence
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The barrier of ego or self esteem can be controlled through?
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seeking professional counseling
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what is the first step of the decision making process?
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Classify the problem
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After determining the best response, the decision should be?
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acted upon
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What type of fallacy makes a faulty connection between the cause and effect?
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Causal
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The term ethics mean?
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the principle that is used to determine correct and proper behavior
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When dealing with an ethical dilemma, a co. officer must first?
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recognize and define the situation
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The best response to a decision?
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fully and completely corrects the problem
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The responsibility for the development of an ethical culture within the org. belongs to?
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everyone in the org.
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what is based on a comparison between two similar cases?
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Analogical reasoning
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A proponent of a new library says that "There are those who don't care if children read." This is an example of which type of fallacy?
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Straw man
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Where ethical conduct is concerned, co. officers must remember that?
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society expects a higher level of ethical conduct from members of the fire and emergency services
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what is the primary source of ethics and ethical behavior?
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Family
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The ________ decision making model is usually applied to decisions that have the potential for high risk or uncertain outcomes?
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rational
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The Abilene Paradox can be overcome by?
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open communication
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what is essential to the inductive reasoning approach to decision making?
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Documentation
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Ethics and ethical behavior are ________ traits?
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learned
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In order to apply the decision making process, a co. officer must gauge the ______ of the unit?
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morale
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Analogical reasoning is usually found in the _____ type of speech?
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persuasive
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what type of fallacy makes an argument or conclusion that is based on insufficient or non existent evidence?
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Hasty generalization
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When applying the decision making process, what are three questions that must be answered?
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Is the decision within the authority of the co. officer?
Is there sufficient info to make an informed dec.? Is the problem worth the effort? |
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The statement, Everyone is going so you should let me go too, is an example of which type of fallacy?
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Bandwagon
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what is a process that arrives at a general conclusion based on a foundation of specific examples or data?
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Inductive reasoning
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what is a type of psychological barrier?
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Lack of trust in one's ability
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what is a process of reaching a specific conclusion based on a general statement or principle?
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Deductive reasoning
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After the problem has been classified and defined?
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Various responses must be determined
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what is the doctrine that the federal, state, or local government is immune to lawsuit unless it gives its consent?
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Sovereign immunity
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the standard of care says that an EMT is responsible for the standard that a _________ would be expected to meet?
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Reasonable, prudent and careful EMT
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what statements about ADA regulations is least accurate?
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Public accommodations must comply with ADA regulations regardless of cost
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what is not important for co officer's to be familiar with?
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Other countries laws, standards, and regulations
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what is a rule of conduct or procedure established by custom, agreement, or authority?
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Law
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ADA regulations in employment only apply to organizations with __________ employees?
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15 or more full time
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what is any overt, unwanted, or unwelcome sexual behavior or advance?
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Quid pro quo
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The Civil Rights Act eliminates discrimination due to?
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Color
religion race |
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what is the definition of tort?
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A civil wrong or injury
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what types of laws are based on tradition, custom, usage, and decisions of the judicial courts within a particular country, society, or culture?
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Common laws
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Affirmative action means that?
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standards for recruitment must be essential for the work
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Liability means?
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a legal obligation or responsibility
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Environmental laws in the US are created by?
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EPA
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Reasonable accommodations is the idea that employers are required to do what is reasonable to accommodate their employees differences, which include all of the following?
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differences based on permanent physical or mental impairment
gender based differences religious differences |
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The majority of the national consensus standards that fire and emergency service organization in the US and Canada use are developed and published by?
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NFPA
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what Canadian organization develops and maintains six of Canada's model construction and fire codes?
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Canadian Commission on Building and Fire Codes (CCBFC)
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what means treating an applicant's or employee differently than those of another race, gender, religion, etc?
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Disparate treatment
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If an employee commits a crime while on duty, who is responsible?
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The employee
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The Americans with Disabilities Act covers?
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mental disabilities
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what types of laws are the result of legislative actions?
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Statutory laws
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Acts of terrorism are examples of ________ laws?
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Criminal
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When a criminal act applies to public servants, it is called?
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malfeasance
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what is a private, nonprofit organization that administers and coordinates the voluntary standardization and conformity assessment system?
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American National Standards Institute- ANSI
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Sexually oriented jokes and explicit emails are examples of?
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a hostile work environment
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Administrative laws are?
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laws created and enforced to implement the legislation for which they are responsible
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what branches of government implements, administers, and enforces laws?
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Executive
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what are exempt from the ADA?
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Private clubs
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what are the basic "laws of the land" in both the US and Canada?
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the Federal Constitution
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The major health and safety laws in the US are created by?
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OSHA
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what is a consensus based standards writing and testing organization?
|
ASTM International
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Co officers must be familiar with the federal laws that relate to all of the following?
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protecting their subordinates' employment rights
protecting the environment protecting health and safety |
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Discriminating against a single parent or pregnant woman is an example of?
|
disparate treatment
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An EMT improperly using and AED he has been trained to use is an example of?
definition-is to take inappropriate action or give intentionally incorrect advice. |
misfeasance
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What can be held responsible if environmental protection regulations are not followed?
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Co officers and subordinates
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The judicial branch?
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interprets laws
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OSHA regulations for which co. officers are responsible are contained in?
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Title 29 CFR
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Products that bear the ______ label have been tested for their intended use and are certified as safe?
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UL
|
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What are branches of the US and Canadian federal government?
|
Executive
legislative judicial |
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The Equal Employment Opportunity Commission was charged with protecting the rights of protected classes such as?
|
workers with disabilities
|
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The Fair Labor Standards Act- FLSA guarantees that?
|
workers in the private sector be paid OT at a time and one half salary rate if they work more than 40 hours in a week
|
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When a person possesses a greater amount of expertise than others, that person's _______ is proportionately greater?
|
legal duty
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What branches of government creates laws?
|
Legislative
|
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Most civil actions against fire and emergency services organizations are related to _____ liability?
|
tort
|
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The Fireman's Rule says that?
|
property owners cannot be held responsible for a firefighter's injuries
|
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What word is defined as "meanings are generalizations rather than concrete or tangible meanings"?
|
Abstract
|
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What words is defined as "words may not have the same meaning to all people?
|
Arbitrary
|
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What is NOT a general purpose for interpersonal communication?
|
Educating
|
|
What are common forms of communication?
|
Oral
Written Interpersonal |
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The response during interpersonal communication is also called the?
|
feedback
|
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What listening step completes the communication process?
|
Responding
|
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Good eye contact?
|
must be appropriate to the situation
|
|
Improving verbal communication skills involves?
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taking responsibility for personal thoughts and feelings.
|
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Words only provide the receiver with _____ percent of the message, nonverbal actions provide the remaining ____ percent?
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7,93
|
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What are types of nonverbal clues?
|
Kinesics
Paralanguage Self presentation |
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Research indicates that most people remember only _____ percent of a message after they hear it?
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50
|
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What are cultural stereotypes of language?
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Age
Political association Religion |
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Interpersonal communication is the communication that takes place between _____ people who have established a relationship?
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2
|
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In order to _____ a message, the listener must be able to separate facts from opinions?
|
evaluate
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Speech communication research indicates that nonverbal communication transmits from _____ percent of the message?
|
55 to 93
|
|
What are ways to improve verbal skills?
|
Be aware of the receiver's frame of reference
Avoid generalizations that result in stereotypes Take responsibility for personal feelings and thoughts |
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What of the following statements about hearing and listening is MOST accurate?
|
Hearing involves sound waves striking the eardrums, listening is an active part of the communication process
|
|
To effectively communicate the correct message, facial expressions?
|
must match the verbal message
|
|
What is a cyclical view that does not place restrictions on time?
|
Polychronic
|
|
A hearing impairment is an example of?
|
an internal barrier
|
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What elements of interpersonal communication is the meaning, idea, or concept that a speaker is attempting to communicate to the listener?
|
Message
|
|
The fact that the British use the word boot to refer to what Americans call the trunk of a vehicle is an example of an _____ word?
|
Ambiguous
|
|
Vocal tones and inflections make up _____ percent of speech communication?
|
38
|
|
What is a way to improve nonverbal communication?
|
Set an example for subordinates
|
|
What elements of interpersonal communication is the path that a message takes between the sender and the receiver?
|
Medium
|
|
What is the accumulation of all the other nonverbal elements into one image of self confidence and authority?
|
Poise
|
|
What words is defined as "word meanings are not specific and do not have agreed upon definitions"?
|
Ambiguous
|
|
To be effective communicators, co. officers should?
|
remember that terms that are common to the fire and emergency service may have another meaning or no meaning at all to the general public.
|
|
The thumbs up gesture is a nonverbal example of?
|
an emblem
|
|
Kinesics includes?
|
body motion
|
|
What elements of interpersonal communication is the originator of a message?
|
Sender
|
|
What is the definition of attending?
|
Paying attention to the message
|
|
To improve verbal skills?
|
be aware of special needs of the receiver
|
|
What statements about interpersonal communication is MOST accurate?
|
Education and cultural background affect how the receiver understands a message
|
|
What is the best way to improve listening skills?
|
Practice good listening skills
|
|
What elements of interpersonal communication is a factor that prevents the receiver from fully receiving a message?
|
Interference
|
|
Interpersonal communication can _____ help by ministering to the needs of another person?
|
help
|
|
What are ways to improve the attending step of the listening process?
|
Being ready to listen
Listening to both verbal and nonverbal messages Trying to listen to only one person at a time |
|
What of the following is the receiver?
|
The person receives a message and decodes or interprets it
|
|
The verbal message depends on symbols called?
|
words
|
|
What of the following is the key to a successful oral presentation?
|
Analyze the audience
|
|
What format for organizing speeches divides the central idea into even, natural divisions?
|
Topical
|
|
What is the basis for all audience centered speeches?
|
Adaptation
|
|
What type of speech uses humorous stories or anecdotes?
|
Entertainment
|
|
What element of the speech communication process is the communication environment that includes the physical location, time, and attitude of the sender and receiver?
|
Context
|
|
What is the part of a speech that gets the audience's attention?
|
Introduction
|
|
What is generally the easiest step when writing a speech?
|
Selecting the topic
|
|
What statements about public relations speeches is most accurate?
|
Public relations speeches provide a positive image and relationship with the community.
|
|
If a message is important enough to be heard, then it needs to be all of the following?
|
Understood
Heard Interesting |
|
An effective speaker?
|
Bases the speech on reliable data and analysis
|
|
What type of speech uses a strong argument based on reliable data in order to create a change in belief, behavior, or attitude?
|
Persuasive
|
|
What speech writing organizational method moves from simple ideas to more complex?
|
Complexity
|
|
Use _____, how high or low the voice is, to maintain the listener's attention?
|
pitch
|
|
What are sources of supporting evidence when writing a speech?
|
National fire databases
Budget documents Community demographics |
|
Communication studies indicate that a speaker's _____ communicates significant information to the audience?
|
posture
|
|
What element of the speech communication process is the person who originates the process?
|
Sender
|
|
According to Monroe's Motivated Sequence Pattern, which step comes after gaining the attention of the audience?
|
Need-describe the problem
|
|
What of the following is the first step in preparing a speech?
|
Select a topic
|
|
In a report presentation, explain the _____ of the new course of action to increase the likelihood that the audience will listen and pay attention?
|
benefits
|
|
What form of speech delivery is rarely used by company officers in dealing with the public?
|
Reading the text
|
|
Informative speeches are usually about what kinds of topics?
|
objects
people abstract ideas |
|
Use _____ gestures when speaking to a large group?
|
large
|
|
When making a report presentation, the first step is to?
|
make an immediate statement of purpose
|
|
Audience adaptation means?
|
developing or adjusting a speech to fit the audience
|
|
Supporting data can be incorporated into the body of a speech through?
|
testimony
|
|
According to Monroe's Motivated Sequence Pattern, what should be done to help audience members visualize the change?
|
Provide a vivid example of the results and how it will affect members of the audience.
|
|
What format for organizing speeches follows a timeline from start to finish?
|
chronological
|
|
What speech writing organizational method places the most important information at the beginning of the body of text?
|
Primacy
|
|
What is an example of an inappropriate facial expression?
|
Smiling while announcing layoffs
|
|
All media questions should be directed to the _____ if one is on scene?
|
PIO
|
|
Which of the following statements about eye contact is MOST accurate?
|
Scan the audience while speaking
|
|
What are 3 guidelines for giving interviews?
|
Beware when asked leading question
Be prepared Avoid getting into disagreements with reporters |
|
What are ways in which informative speeches may be used?
|
Give project updates
Describe events Provide status reports |
|
Demographics include?
|
Age
|
|
Effective speakers evaluate their speeches to determine?
|
if the speech was understood
|
|
Graphs, slides, and transparencies are?
|
visual channels
|
|
What are ways to rehearse a speech before presenting it?
|
Recorded on videotape
In front of a mirror In front of an audience of staff members |
|
What form of speech delivery relies on notes or an outline of the speech?
|
Extemporaneous delivery
|
|
What is a principle of the informative speech?What
|
Build on the familiar
|
|
What is the accumulation of all the other nonverbal elements into one image of self confidence?
|
Poise
|
|
What are elements of analyzing the audience?
|
Physical settings
Attitudes and beliefs Demographics |
|
What type of speech may be the most difficult to develop?
|
Persuasive
|
|
What element of the speech communication process is the response by the audience to the message presented by the sender?
|
Feedback
|
|
Laughter and applause are examples of?
|
feedback
|
|
What is a guideline to giving interviews?
|
Be as frank and open as possible
|
|
Emails and memos should?
|
accomplish a task
|
|
The _____ of a letter contains the message?
|
Body
|
|
The scope of the document is?
|
the subject or topic and how broad or narrow the coverage of it is
|
|
What includes the specific equipment requirements of the department or organization plus legal requirements of the finance or purchasing officer?
|
Bid specifications
|
|
Legal requirements, called _____ are required in all bid specifications?
|
Boilerplate
|
|
What defines the needs of the department or organization and allows manufacturers or distributors to decide if they can meet a bid?
|
Request for proposals
|
|
What type of letter gives a rejection notice?
|
Denial
|
|
What is the purpose of a document?
|
Why the document is being written
|
|
What outlines activities for a meeting or event?
|
Agenda
|
|
A policies and procedures manual usually includes?
|
a purpose statement
|
|
What part of a policy and procedures page includes the procedure number that is being replaced?
|
Supersedes
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What type of letter convinces the reader to follow a desired course of action?
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Persuasion
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An email policy is important for an organization for all of the following reasons?
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professionalism
liability protection efficiency |
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What part of an outline summarizes the main points of the document?
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Conclusion
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What statements about text development is MOST accurate?
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Use parallel structure
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the introduction tells the reader what the topic of the document is through the?
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thesis statement
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the first step in writing any document is to?
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determine the audience, scope, and purpose
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A budget request is an example of a _____ report?
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justification
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When proofing a memo or email, check?
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that the format is consistent
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What paragraph transitions shows cause and effect?
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Accordingly
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Each page of a policy and procedure manual includes?
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subject
forms used dates |
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What statements about preparing a press release is LEAST accurate?
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Write paragraphs that are six to eight sentences in length
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Bid specifications usually have to be approved by the?
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finance or purchasing officer
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the _____ of the memo or email exceeds the actual message?
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value
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Documents are written to?
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educate
enlighten inform |
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When developing the text of a document?
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be clear
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the date and salutation are included in what part of a document?
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opening
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An outline includes?
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conclusion
introduction body |
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What is an accurate record of the topics covered, decisions made, and assignments given during meetings?
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Minutes
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Narrative reports are written in _____ form?
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essay
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Minutes include?
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names of attendees
date, time, and location for next meeting new business |
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What statements about an executive summary is LEAST accurate?
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it should be no less than two pages in length
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Tying paragraphs together with _____ helps maintain the flow and rhythm of a document?
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transitions
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What statements about bid specifications is MOST accurate?
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Vague or general bid specifications can lead to legal action by unsuccessful bidders
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What type of report is completed on a daily basis and includes incident reports and injury reports?
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Form based reports
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What statements about meeting minutes is MOST accurate?
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Minutes are required for every type of meeting, regardless of size
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The average paragraph is _____ words long?
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75 to 125
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Besides memos and emails, _____ constitute the bulk of the writing produced by most company officers?
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reports
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When writing a document, each paragraph needs a _____ sentence?
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Topic
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What statements about the content of a memo or email is MOST accurate?
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Delegate memo or email writing to someone who can write effectively.
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What is the accepted format for most business letters?
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Heading, opening, body, conclusion
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Narrative reports should include citations?
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in the footnotes
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An executive summary is a _____ of a report, a technical paper, bid specifications, or an analysis?
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brief review
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What considerations about writing letters is MOST accurate?
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Make the letter personal when possible
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Revised policies and procedures are distributed?
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immediately
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Which type of narrative report provides an overview of the current status of a project?
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Progress report
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Which form of communication is used with those outside the organization?
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Letters
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statements about a memo is LEAST accurate?
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It is usually handwritten
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After writing a request for proposal, the selection of bidders may be?
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based on a documented history of contract violations.
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