Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
206 Cards in this Set
- Front
- Back
Forms of communication include?
|
1) Oral
2) Written 3) Interpersonal |
|
Interpersonal communication is the communication that takes place between __?__ people who have established a relationship.
|
2
|
|
Element of interpersonal communication that is the originator of a message?
|
Sender
|
|
Element of interpersonal communication that is the meaning, idea, or concept that a speaker is attempting to communicate to the listener
|
Message
|
|
Element of interpersonal communication is the path that a message takes between the sender and the receiver?
|
Medium
|
|
Receiver
|
The person who recieves a message and decodes or interprets it
|
|
Element of interpesonal communication that is a factor that prevents the receiver form fully receiving a message
|
Interference
|
|
A hearing impairment is an example of:
|
An internal barrier
|
|
The response during interpersonal communication is also called the:
|
Feedback
|
|
Accurate statement about interpesonal communication
|
Education and cultural background affect how the receiver understands a message
|
|
General purposes for interpersonal communication
|
1) Learning
2) Relating 3) Influencing |
|
Interpersonal communication can __?__ by ministering to the needs of another person
|
Help
|
|
The verbal message depends on symbols called:
|
Words
|
|
Improving verbal communication skills involves:
|
Taking responsibility for personal thoughts and feelings
|
|
Words only provide the receiver with __?__ percent of the message; nonverbal actions provide the remaining __?__ percent
|
7% and 93%
|
|
"Words may not have the same meaning to all people"
|
Arbitrary
|
|
"Word meanings are not specific and do not have agreed-upon definitions"
|
Ambiguous
|
|
"Meanings are generalizations rather than concrete or tangible meanings"
|
Abstract
|
|
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
|
|
To be effective communicators, company officers should:
|
Remember that terms that are common to fire and emergency services may have another meaning or no meaning at all to the general public
|
|
What are cultural sterotypes of language?
|
1) Age
2) Religion 3) Political Association |
|
To improve verbal skills:
|
Be aware of special needs of the receiver
|
|
Ways to improve verbal skills include?
|
1) Be aware of the receiver's frame of reference
2) Avoid generalizations that result in sterotypes 3) Take responsibility for personal feelings and thoughts |
|
Speech communication research indicates that nonverbal communication transmits from __?__ percent of the message.
|
55-93%
|
|
Vocal tones and inflections make up __?__ percent of speech communication
|
38%
|
|
Nonverbal clues include?
|
A) Kinesics
B) Paralanguage C) Self-presentation |
|
Kinesics include:
|
Body Motion
|
|
Good Eye contact:
|
Must be appropriate to the situation
|
|
To effectively communicate the correct message, facial expressions:
|
Must match the verbal message
|
|
The thumbs-up gesture is a nonverbal example of?
|
An Emblem
|
|
An accumulation of all the other nonverbal elements into one image of self-confidence and authority
|
Poise
|
|
Way to improve nonverbal communication
|
Set an example for subordinates
|
|
A cyclical view that does not place restrictions on time
|
Polychronic
|
|
Research indicates that most people remember only __?__ percent of a message 24 hours after they hear it.
|
50%
|
|
Hearing and listening
|
Hearing involves sound waves striking the eardrums; listening is an active part of the communication process
|
|
Attending
|
Paying attention to the message
|
|
Ways to improve the attending step of the listening process
|
A) Be ready to listen
B) Trying to listen to only one person at a time C) Listening to both verbal and nonverbal messages |
|
In order to __?__ a message, the listener must be able to seperate facts from opinions
|
Evaluate
|
|
Listening step that completes the communication process
|
Responding
|
|
The best way to improve listening skills
|
Practicing good listening skills
|
|
Element of the speech communication process that is the person who originates the process
|
Sender
|
|
Element of speech communication process that is the response by the audience to the message presented by the sender
|
Feedback
|
|
Graphs, slides and transparancies are?
|
Visual Channels
|
|
Laughter and applause are examples of?
|
Feedback
|
|
Element of the speech communication process is the communication environment that includes the physical location, time, and attitude of the sender and receiver
|
Context
|
|
An effective speaker...
|
Bases the speech on reliable data and analysis
|
|
Which type of speech uses a strong argument based on reliable data in order to create a change in belief, behavior, or attitude
|
Persuasive
|
|
Which type of speech uses humorous stories or anecdotes?
|
Entertainment
|
|
Which type of speech may be the most difficult to develope?
|
Persuasive
|
|
According to Monroe's Motivated Sequence Pattern, which step comes after gaining the attention of the audience?
|
Need-Describe the problem
|
|
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
|
|
Ways that informative speeches may be used:
|
1) Describe events
2) Give project updates 3) Provide status reports |
|
Informative speeches are usually about:
|
1) People
2) Objects 3) Abstract Ideas |
|
A principle of informative speech is?
|
Build on the familiar
|
|
The basis for all audience-centered speeches is?
|
Adaptation
|
|
When making a report presentation, the first step is to?
|
Make an immediate statement of purpose
|
|
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
|
|
Most accurate statement about public relations speeches
|
Public relations speeches provide a positive image and relationship with the community
|
|
All media questions should be directed to the __?__ if one is on scene.
|
Public Information Officer
|
|
Guidelines to giving interviews are?
|
1) Be as frank and open as possible
2) Be prepared 3) Beware when asked leading questions 4) Avoid getting into disagreements with reporters |
|
What is the first step in preparing a speech?
|
Select a topic
|
|
What is the key to a successful oral presentation?
|
Analyze the audience
|
|
Elements of analyzing the audience are?
|
1) Demographics
2) Physical settings 3) Attitudes and beliefs |
|
Demographics include?
|
Age
|
|
Audience adaptation means?
|
Developing or adjusting a speech to fit the audience
|
|
The easiest step when writing a speech is?
Also the first step |
Selecting a topic
|
|
Examples of sources of supporting evidence when writing a speech are?
|
1) Budget documents
2) National Fire Databases 3) Community demographics |
|
Supporting data can be incorporated into the body of a speech through?
|
Testimony
|
|
The part of the speech that gets the audience's attention?
|
Introduction
|
|
This format of organizing speeches divides the central idea into even, natural divisions
|
Topical
|
|
What format for organizing speeches follows a timeline from start to finish?
|
Chronological
|
|
Speed-writing organizational method that places the most important information at the beginning of the body of text?
|
Primacy
|
|
Speech-writing organizational method moves from simple ideas to more COMPLEX?
|
Complexity
|
|
Ways to rehearse a speech before presenting it are?
|
A) In front of a mirror
B) Recorded or videotaped C) In front of an audience of staff members |
|
Form of speech delivery that relies on notes or an outline of the speech
|
Extemporaneous Delivery
|
|
Form of speech delivery that is rarely used by company officers in dealing with the public
|
Reading the text
|
|
Most accurate statement about eye contact
|
Scan the audience while speaking
|
|
An example of inappropriate facial expression?
|
Smiling while announcing layoffs
|
|
Use __?__ gestures when speaking to a LARGE group
|
Large
|
|
Communication studies indicate that a speaker's __?__ communicates significant information to the audience
|
Posture
|
|
Accumulation of all the other nonverbal elements into one image of self-confidence
|
Poise
|
|
If a message is important enough to be heard, then it needs to be..?
|
1) Heard
2) Interesting 3) Understood |
|
Use __?__, how high or low the voice is to maintain the listener's attention
|
Pitch
|
|
Effective speakers evaluate their speeches to determine?
|
If the speech was understood
|
|
Documents are written to?
|
1) Inform
2) Educate 3) Enlighten |
|
The first step in writing any document is to?
|
determine the audience, scope, and purpose
|
|
The Scope of the document is?
|
The subject or topic and how broad or narrow the coverage of it is
|
|
What is the purpose of a document?
|
The reason why the document is being written
|
|
An outline includes:
|
1) Introduction
2) Body 3) Conclusion |
|
The introduction tells the reader what the topic of the document is through the..
|
Thesis statement
|
|
Which part of an outline summarizes the main points of the document?
|
Conclusion
|
|
When writing a document, each paragraph needs a(n) __?__ sentence.
|
Topic
|
|
The average paragraph is __?__ words long.
|
75-215
|
|
Tying paragraphs together with __?__ helps maintain the flow and rythm of a document.
|
Transitions
|
|
Which paragraph transition shows contrast or qualification?
|
However
|
|
Which paragraph transition shows cause and effect?
|
Accordingly
|
|
When developing a text of a document..
|
Be clear
|
|
Most accurate statement about text development is?
|
Use parallel structure
|
|
Accurate statements about a memo?
|
1) It provides a chain of communication
2) It commits the writer to a certain course of action 3) It is a quick and simple way to transmit a message within an organization |
|
An e-mail policy is important for an organization for the following reasons...:
|
1) Efficiency
2) Professionalism 3) Liability protection |
|
E-mails and memos should:
|
Accomplish a task
|
|
The __?__ of the memo or e-mail exceeds the actual message.
|
Value
|
|
When proofing a memo or e-mail, check:
|
That the format is consistent
|
|
Most accurate statement about the content of a memo or e-mail is?
|
Delegate memo or e-mail writing to someone who can write effectively
|
|
Which form of communication is used with those outside the organization?
|
Letters
|
|
What is the acceptable format for most business letters?
|
Heading, opening, body, closing
|
|
The date and salutation are included in the __?__ of the letter
|
Opening
|
|
The __?__ of a letter contains the message
|
Body
|
|
Which type of letter gives a rejection notice?
|
Denial
|
|
Which type of letter convinces the reader to follow a desired course of action?
|
Persuasion
|
|
Most accurate statement about considerations about writing letters?
|
Make the letter personal when possible
|
|
Accurate statements about preparing a press release are?
|
1) Use active voice
2) Use the inverted pyramid style of organization 3) Be sure that all direct qoutes are properly attributed |
|
Besides memos and emails, these provide the bulk of the writing produced by most company officers
|
Reports
|
|
Which type of report is completed on a daily basis and includes incident reports and injury reports?
|
Form-Based reports
|
|
Narrative reports are written in __?__ form
|
Essay
|
|
Which type of narrative report provides an overview of the current status of a project?
|
Progress Report
|
|
A budget request is an example of a __?__ report
|
Justification
|
|
Narrative reports should include citations where?
|
In the footnotes
|
|
An executive summary is a(n) __?__ of a report, a technical paper, bid specifications or an analysis.
|
Brief Review
|
|
Accurate statements about an executive summary =
|
1) It includes the main topic statement and main points
2) It should spur the audience to read the entire report 3) It should be focused on the facts rather than the opinions expressed in the paper |
|
This is used to outline activities for a meeting or event
|
Agenda
|
|
An accurate record of topics covered , decisions made, and assignments given during meetings
|
Minutes
|
|
Minutes include:
|
1) New business
2) Names of attendees 3) Date, time, and location for next meeting |
|
Most accurate statement about meeting minutes
|
Minutes are required for every type of meeting, regardless of size
|
|
The format for a policies and procedures manual usually includes:
|
A purpose statement
|
|
Each page of a policies and procedures manual includes?
|
1) Dates
2) Subject 3) Forms used |
|
What part of a policy and procedures page includes the proceedure number that is being replaced?
|
Supersedes
|
|
Revised policies and procedures are distributed?
|
Immediately
|
|
Needs of the department or organization and allows manufacturers or distributors to decide if they can meet the bid
|
Requests for proposals
|
|
Includes the specific equipment requirements of the department or organization plus legal requirements of the finance or purchasing officer
|
Bid specifications
|
|
After writing a request for proposal, the selection of bidders may be:
|
Based on a documented history of contract violations
|
|
Legal requirements called __?__ are required in all bid specifications
|
Boilerplate
|
|
Most accurate statement about bid specifications
|
Vague or general bid specifications can lead to legal action by unsuccessful bidders
|
|
Bid specifications usually have to be approved by the:
|
Finance or purchasing officer
|
|
What are administrative functions performed by company officers?
|
1) Providing Customer Service
2) Administering policies and procedures 3) Preparing or assisting in the preparation of the organization's budget |
|
People who use and consume a product or service are called?
|
Customers
|
|
In the public sector, the bottom line is?
|
The level of customer service provided
|
|
In the public sector, knowing the customer's ____ determines the types of services that must be provided and the quality of those services.
|
Wants and needs
|
|
In order to understand the basic concept of customer service, fire officers must be able to do all of the following...
|
A) Define the customer base
B) Identify what customers need, want, and desire C) Monitor the delivery of the organization's services |
|
Which type of customer includes employees and members of the organization?
|
Internal Customers
|
|
Which type of customer includes members of the general populations within the service area?
|
External Customers
|
|
Which type of customer includes members of the political body who govern the organization?
|
Stakeholders
|
|
The composition of internal customers can be determined by?
|
Using an internal survey
|
|
Most accurate statement about external customers
|
External customers include the people responsible for providing the majority of funds needed to operate the organization.
|
|
The needs, wants, and desires of people...
|
Vary from day to day
|
|
What is a want of internal customers?
|
Safe work environment
|
|
Keeping pace with the __?__ of the service area will ensure that external customers needs are fulfilled
|
Demographics
|
|
Who is responsible for responding to the complaints and requests of constituents?
|
Stakeholders
|
|
If the fire and emergency services fail to provide the service needs of the public, who is perceived to be unable to manage the organization?
|
Stakeholders
|
|
In cases of political crisis, stakeholders can change the fire and emergency service organization by?
|
Changing the organization's responsibilities
|
|
What are some ways to gather information on the needs/wants/desires of customers?
|
1) Holding periodic meetings
2) Conducting customer surveys 3) Performing informal interviews |
|
What are some ways that a customer survey can be conducted?
|
1) By hand at shopping centers
2) By mail with customer utility bills 3) Through postincident service evaluation cards |
|
What is a benefit of customer surveys?
|
Customer surveys are relatively inexpensive to develop
|
|
What is a limitation of customer surveys?
|
Customer surveys usually limit the response to the questions listed on them
|
|
After gathering customer's needs/wants/desires, what is the first stepin interpreting that information?
|
Analyze the information and separate realistic needs from wants and desires
|
|
To determine the success of failure of any change in service made as a result of customer needs, the change should be monitored for...
(how long?) |
The life of the change
|
|
What are ways in which changes based on customer needs can be monitored?
|
1) Meetings
2) Interviews 3) Customer satisfaction surveys |
|
For the effective and efficient operation of any fire and emergency services organization ______ are essential
|
Written policies and procedures
|
|
Policies and procedures are __?__ monitored for effectiveness
|
Continually
|
|
A __?__ is a guide to decision-making within an organization
|
Policy
|
|
Policies originate with?
|
Top Management
|
|
What is the Company Officer's duty regarding policies?
|
To understand and apply policies fairly, consistently and with discretion
|
|
A policy __?__ determines whether current policies are effective and enforceable
|
Analysis
|
|
Which statements about unwritten policies are accurate?
|
A) Unwritten policies develop where no clear policy exists
B) Unwritten policies are a result of tradition within the organization C) Unwritten policies are also known as organizational norms or past practices |
|
A __?__ is a detailed plan of action
|
Procedure
|
|
Procedures are better developed..
|
At the Company Officer level
|
|
What is an indicator that a policy or procedure needs to be changed?
|
Injuries caused due to a failure of the policy or procedure
|
|
What is the first step when a policy or procedure must be revised?
|
Define the problem
|
|
When revising a policy or procedure, how many solutions should be developed?
|
Two
|
|
Responsibility for the monitoring of all policies and procedures rests with the __?__ of the organization
|
Chief Officers
|
|
Based upon the authority delegated to the fire officer to implement organizational policies and procedures
|
Orders
|
|
These are based on policies and procedures...
|
1) Orders
2) Requests 3) Commands |
|
What is the difference between an order and directive?
|
Orders are mandatory, directives are not
|
|
Most accurate statement about budgets is....
|
Funding for career fire and emergency services organizations comes from tax revenues and fees for service
|
|
Definition of a budget system
|
A model or format to which a budget process conforms
|
|
Budget system that consists of lists of revenue sources and proposed expenditures for the budget cycle
|
Line-item budgeting
|
|
Budget system that requires all expenditures to be justified at the beggining of each budget cycle
|
Zero-based budgeting
|
|
Budget system that involves a variety of independent units assigned to a limited duration project
|
Matrix budgeting
|
|
Which type of budget includes projected major purchases?
|
Capital Budget
|
|
Which type of budget is used to pay for the recurring expenses of day to day operations?
|
Operating budget
|
|
A capital budget includes:
|
Fire apparatus and vehicles
|
|
An operating budget includes:
|
Fuel for apparatus and vehicles
|
|
The largest single item in the operating budget of most career organizations is?
|
Personnel Costs
|
|
Which tax revenues are taxes levied against the owner of real or personal property?
|
Property Taxes
|
|
Which tax revenues are taxes levied by a state or city on the retail price of an item?
|
Sales taxes
|
|
Which tax revenues are monies collected to support services?
|
Fees
|
|
Trust funds are funds that are derived from:
|
Donations and gifts
|
|
Which types of trust funds from which both income and capital may be expended?
|
Long-term trusts
|
|
Government owned utilities and hospitals are ordinarily accounted for by?
|
Enterprise funds
|
|
Which revenue sources are accounts that receive a specified amount of revenue that will be used in the future to pay off a jurisdiction's indebtedness?
|
Sinking Funds
|
|
A __?__ is a promise to repay the principal along with interest on a specified date.
|
Bond
|
|
The federal government, states/provinces, and many other types of institutions sell __?__ to fund programs and projects
|
Bonds
|
|
Fire and emergency services organizations can supplement their budgets through government grants from organizations such as?
|
USFA
|
|
What types of grants make funding available for defined purposes with minimum conditions?
|
Block Grants
|
|
A drawback to fundraisers used by fire and emergency services organizations?
|
Tactics used to sell tickets to cosponsored events may result in negative response from the public
|
|
Who works with company officers to create an annual budget?
|
1) Chief Officers
2) Company Members 3) Other staff members |
|
The first step of the budget process is?
|
Planning
|
|
The budget process begins in earnest __?__ before the end of the current fiscal year.
|
3 to 5 months
|
|
What type of spending includes mandated purchases or costs?
|
Fixed-cost spending
|
|
Which type of spending occurs after fixed costs are paid?
|
Discretionary Spending
|
|
Budget costs should NOT be..
|
Inflated
|
|
Justifying a budget request requires documentation and supporting evidence that proves to __?__ that the request is valid
|
Even the most casual listener
|
|
When preparing a budget, the budget should go through..
|
An internal and external review
|
|
Once the budget has been approved and adopted, it should go through the __?__ process.
|
Implementation
|
|
A budget must be __?__ to determine its effectiveness
|
Monitored
|
|
What is a reason that a budget may be revised?
|
Increase in operating costs
|