Fire Officer Principles And Practice Ch4

Front 1

What do the bugles stand for

Back 1

The bugles represent the fire officers speaking trumpet. it symbolizes the officers requirement to communicate

Front 2

What is the communication process

Back 2

Repetitive circular process Whenever two people can exchange information and develop a mutual understanding

Front 3

When does effective communication occur

Back 3

When the intended message has been received and understood

Front 4

How can the sender be sure his message has been received

Back 4

The recipients send some confirmation

Front 5

Five parts of the communication cycle

Back 5

Message, Sender, medium, receiver, feedback

Front 6

The message represents what

Back 6

The text of the communication

Front 7

What are some forms of a message

Back 7

Written words, spoken words, facial expressions, eye contact, body language

Front 8

Who is the sender in a conversation

Back 8

The person or entity who is sending the message. Could be a sign, a sound, an image. He is responsible for the receiver properly understanding the message

Front 9

What can a tone of voice or look that accompanies a spoken message do

Back 9

Can profoundly influenced the receivers interpretation. Body language mannerisms and other non-verbal cues may affect interpretation

Front 10

What is the medium in a conversation

Back 10

The method used to convey the information from the sender to receiver

Front 11

What can a medium consist of

Back 11

Words that are spoken by the sender and heard directly by the receiver. Spoken words which sounds can be transmitted electronically through waves in the radio system. Written words, pictures, symbols, and gestures are all examples of a message transmitted through a visual medium

Front 12

Can a medium influence the chosen message

Back 12

Yes. The information is really important the officer might announce it's at lineup. Written documents put on bulletin boards tend to be less important

Front 13

When to praise and when to counsel

Back 13

Praise in public, Council coach or discipline in private

Front 14

Who is the receiver in a conversation

Back 14

The receiver is the person who receives interprets the message.

Front 15

Responsibilities of conversation

Back 15

The sender is responsible to formulate and transmit the message in a form that should be clearly understood. The receivers responsibility is to capture and interpret the information.

Front 16

What is a problem with the spoken word

Back 16

Words can have different meanings to different individuals

Front 17

Problem with speaking to many people at one time

Back 17

Multiple interpretations of the same message

Front 18

What is feedback in a conversation

Back 18

Feedback completes the communication cycle by confirming receipt and verify the receivers interpretation of the message

Front 19

What should be done during a stressful event in communication

Back 19

The receiver should repeat back the keywords of the message in his own words

Front 20

How to show your active listening

Back 20

Good eye contact, alert body posture, frequent use of verbal engagement

Front 21

What is the purpose of active listening

Back 21

To help understand the Viewpoint to solve an issue or problem

Front 22

Some techniques to improve active listening

Back 22

Do not assume anything. Do not anticipate what someone will say. Do not interrupt. Try to understand the need. Look for the underlying issue. Look for the real reason the person wants your attention. Do not react too quickly. Avoid becoming upset if the situation is poorly explained or if an inappropriate word is used. The goal is to understand the other person's viewpoint. Try not to jump to conclusions.

Front 23

How to stay focused during the conversation

Back 23

Directed questioning is a good method to keep the conversation on topic. If the speaker starts to ramble, ask a specific question that moves the conversation back to the appropriate subject

Front 24

How to ensure accuracy or combat the Grapevine information

Back 24

The officers obligated to clarify the correct erroneous information. Be up to speed with department standards policies and guidelines.

Front 25

How to exercise control during discussions in the station

Back 25

Discussion can easily become intensely personal and then turn into confrontations. Establish some ground rules about topics and level of intensity when discussing issues. Rumor control is a good tool on the deescalating the spread of inaccurate information

Front 26

What does an officer need to keep the chief officer informed about

Back 26

Progress towards performance goals and project objectives, matters that cause controversy, attitudes and morale in the fire station.

Front 27

What is the Grapevine in communication

Back 27

Communication system usually full of incomplete data, partial truths, and sometimes outright lies

Front 28

The no no's about the Grapevine

Back 28

Never assume the information is accurate and never use the Grapevine to leak information or stir controversy

Front 29

What is environmental noise

Back 29

A physical or psychological condition that interferes with the message. Anything that can clog or interfere with the medium that is delivering the message

Front 30

What are some physical environments noises

Back 30

Backroom conversations,outside noises, just writing sounds that make it difficult to hear, extreme Darkness, bright flashing lights, even a rapid flow of incoming message can overload the receiver's ability to deal the information

Front 31

Physiological noises that interfere with conversation

Back 31

Receivers distracted thinking about something else and blocked out most of your incoming message. Fatigue, Boredem, fear.

Front 32

Sociological economic noises

Back 32

Prejudiced and biased. If the receiver does not believe that the sender is credible, the message will be ignored

Front 33

8 ways to minimize environmental noise

Back 33

Do not struggle for power. Avoid the offhand manner. Keep emotions in check. Remember that words have meanings. Do not assume that the receiver understands the message. Immediately seek feedback. Provide an appropriate level of detail. Watch out for conflicting orders

Front 34

Do not struggle for power

Back 34

Focus attention on the message. The situation should Drive the communication and the desired action

Front 35

Avoid an off-hand manner

Back 35

If you want information to be taken seriously, deliver it that way

Front 36

Keep emotions in check

Back 36

Your focus and attention should be on the facts of the situation at hand

Front 37

Remember that words have meaning

Back 37

Select words that clearly convey your thoughts. Be mindful of your tone of voice

Front 38

Do not assume the receiver understand the message

Back 38

The technique of confirming understanding of your messages is 4 the receiver to repeat back key points

Front 39

Immediately seek feedback

Back 39

Identify an error or concern encourage that individual to make the statement sooner rather than later

Front 40

Provide an appropriate level of detail

Back 40

Think of the person who is receiving the message and how much information that individual needs

Front 41

Watch out for conflicting orders

Back 41

Make sure that your message is consistent with the information coming from other resources

Front 42

When does successful communication occur

Back 42

When two people can exchange information and develop a Mutual understanding

Front 43

What five components are included in the communication cycle

Back 43

Message, sender, medium, receiver, feed back

Front 44

To improve your listening skill, you have to do what

Back 44

Do not assume, do not interrupt, try to understand the need, and do not react too quickly.

Front 45

What is a good method to keep the conversation on topic

Back 45

Directed questioning

Front 46

Should fire officers keep their Superior officers informed about progress towards goals and projects potential controversial issues, firefighter attitudes and morale

Back 46

Absolutely

Front 47

A flow of informal and unofficial Communications is inevitable when

Back 47

With in any organization that involves people

Front 48

When does the Grapevine flourish

Back 48

In the vacuum created when the official organization does not provide the workforce with timely and accurate information about work-related issues

Front 49

How to counteract environmental noise during a conversation

Back 49

Avoid the power struggle, communicating clearly and firmly ,carefully choosing words, confirming that the receiver understands the message, and providing consistent and appropriately detailed messages

Front 50

What is the direct approach to emergency communications

Back 50

Asking precise questions, providing timely and accurate information, and giving clear and specific orders

Front 51

What is the performance goal for communications during an incident

Back 51

To sound the same and communicate just as effectively when reporting a minor incident as one communicating under intense stress

Front 52

Communication from an overly excited Incident Commander promotes what

Back 52

Impression that the incident is out of control.

Front 53

What should follow the on scene size up

Back 53

An initial report that describes what you have, States what you are doing, and provides direction for other units that will be arriving

Front 54

Good radio communications are essential for Emergency Operations because

Back 54

They provide an instantaneous connection and can link all of the individuals involved in the incident to share important information

Front 55

What is the most common form of reporting

Back 55

Verbal communication from one individual to another, either face-to-face or via telephone or radio

Front 56

Key point of communication using terminology

Back 56

Use terminology that is appropriate for the receiver

Front 57

Are informal reports considered official fire department permit records

Back 57

No but they may become formal during an investigation

Front 58

What are formal reports in the fire department

Back 58

Official fire department documents that are archived

Front 59

What two formats should be used when writing a report

Back 59

An internal memo format with one or two pages of text. a lengthy report that includes photographs, charts, diagram, and other supporting information

Front 60

What 4 Parts should a verbal presentation of a written report consist of

Back 60

An introduction that gets the audience's attention, and interest statement, report details, and the action the audience should take.

Front 61

What is the purpose of a news release

Back 61

Allow the fire department to reach a larger audience and virtually no cost

Front 62

How does social media differ from traditional or corporate media

Back 62

The areas of quality, reach, frequency, usability, immediacy, accuracy, reliability, and permanence

Front 63

What 3 units continue to shape the development the social media in of fire department

Back 63

Technology, Court decisions, and high-profile incidents

Front 64

How would video recording during an incident create significant risk to the Department

Back 64

Posting videos on social media could interfere with an arson investigation, illegally identify a medical patient, or expose a crime victim.

Front 65

Effectiveness of social media

Back 65

Introduces an element of immediacy that Empower citizens to share information with government, First Responders, media, and one another, there for complimentary messages transmitted by radio, broadcast or cable TV, printed notices, and Ham Radio Networks

Front 66

Chronological statement of events

Back 66

A detailed account of the fire company activities as related to an incident or accident

Front 67

Company Journal

Back 67

A log book at the fire station that creates an exemporaneous record of the emergency, routine activities, and special activities that occurred at the fire station. The journal also records any firefighter injuries, liability creating events, and special visitors to the fire station

Front 68

Environmental noise

Back 68

A physical or sociological condition that interferes with the message in the communication process

Front 69

Expanded incident report narrative

Back 69

The report in which all company members submit a narrative on what they observed and what activities they performed during an incident

Front 70

Formal communication

Back 70

An official fire department communication. Such a letter or report is presented on stationary with the fire department letterhead and generally is signed by the chief officer or headquarter staff member

Front 71

General orders

Back 71

Short-term directives, procedures, or orders signed by the fire chief and lasting for a period of days to one year or more

Front 72

Health insurance portability and accountability act - HIPPA

Back 72

Federal legislation that provides for criminal sanctions and civil penalties for releasing a patient's protected health information in a way not authorized by the patient

Front 73

Informal Communications

Back 73

Internal memos, emails, instant messages, and computer aided dispatch - mobile data terminal messages. Informal reports have a short life and may not be archived as permanent records

Front 74

Interrogatory

Back 74

A series of formal written questions sent to the opposing side of a legal argument. The opposition must provide written answers under oath

Front 75

National fire incident Reporting System - NFIRS

Back 75

A nationwide database at the National Fire Data Center under the US Federal Administration that collects fire related data in an effort to provide information on the National Fire problem

Front 76

Recommendation report

Back 76

A decision document prepared by a fire officer for the senior staff. Its goal is to support a decision or an action

Front 77

Social media

Back 77

Digital Communications through which users create online communities to share information, ideas, personal messages, videos, pictures, and other content

Front 78

Standard operating guidelines

Back 78

Written organizational directives that identify a desired goal and describe the general path to accomplish the goal, including critical tasks or cautions

Front 79

Standard operating procedures

Back 79

Written organizational directives that establish or prescribe specific operational or administrative methods to be followed routinely for the performance of designated operations or actions

Front 80

Supervisors report

Back 80

A form that is required by most State Compensation agencies that is completed by the immediate supervisor after injury or property damage accident