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182 Cards in this Set
- Front
- Back
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Most of the daily tasks company officers perform involve some sort of _____ communication. |
Interpersonal P95 |
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_____ communication takes place between individuals every day and can reveal both the similarities and differences in the way people interact and disperse information. |
Interpersonal P95 |
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Interpersonal communication consists of the following basic elements. Sender Message Receiver Feedback to sender Interference |
P96 |
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_____ communications consist of the following elements: a sender, message, receiver, feedback, and potential interference. |
Interpersonal communication P96 |
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It’s the ______ responsibility to communicate the information in such a manner that receivers will understand it. |
Senders P96 |
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Receivers respond to senders through ___. |
Feedback. P97 |
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When senders pay attention to receiver ______, they can modify the message to improve the communication. |
Feedback P97 |
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Failure to actively monitor feedback can be a major cause of ______. |
Interference P97 |
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There are 5 general purposes for interpersonal communication: to learn, to relate, to influence, to play, to ___. |
Help P97 |
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There are 5 general purposes for interpersonal communication: to learn, to relate, to influence, to play, to ___. |
Help P97 |
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_____- acquire knowledge or skills. |
Learn P97 |
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____- establish a new relationship or maintain an existing one. |
Relate P97 |
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____- control, direct, or manipulate behavior. |
Influence P97 |
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_____(entertain)- create a diversion and enjoy relaxation, such as with positive humor. |
Play P97 |
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_____(entertain)- create a diversion and enjoy relaxation, such as with positive humor. |
Play P97 |
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____- attend to another persons needs or console someone in a time of tragedy or loss. |
Help P97 |
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____ communication consists of the following. -body language -vocal tone and inflection -personal appearance |
Nonverbal P98 |
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____ communication consists of the following. -body language -vocal tone and inflection -personal appearance |
Nonverbal P98 |
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Body language, vocal tone and volume, and personal appearance are all forms of _______ communication. |
Nonverbal communication P98 |
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Research reports that there are universal facial expressions for _____ emotions: anger, contempt, disgust, fear, joy, sadness, and surprise.( Matsumoto and Hwang). |
Seven P99 |
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I’m addition to good posture, ___ includes a sense of calmness and control. |
Poise P99 |
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_____(focusing) paying strict attention to the speaker and ignoring any other distractions. |
Attending P100 |
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_____(focusing) paying strict attention to the speaker and ignoring any other distractions. |
Attending P100 |
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_____- decoding the message and assigning meaning to it (involves the following actions… |
Understanding P100 |
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_____(focusing) paying strict attention to the speaker and ignoring any other distractions. |
Attending P100 |
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_____- decoding the message and assigning meaning to it (involves the following actions… |
Understanding P100 |
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_____ - retaining information In short term and then long term memory. |
Remembering P100 |
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_____(focusing) paying strict attention to the speaker and ignoring any other distractions. |
Attending P100 |
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_____- decoding the message and assigning meaning to it (involves the following actions… |
Understanding P100 |
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_____ - retaining information In short term and then long term memory. |
Remembering P100 |
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____- critically analyzing information to determine how accurate it is; separating fact from opinion. |
Evaluating P100 |
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_____(focusing) paying strict attention to the speaker and ignoring any other distractions. |
Attending P100 |
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_____- decoding the message and assigning meaning to it (involves the following actions… |
Understanding P100 |
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_____ - retaining information In short term and then long term memory. |
Remembering P100 |
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____- critically analyzing information to determine how accurate it is; separating fact from opinion. |
Evaluating P100 |
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______- providing feedback to the sender indicating that the message or information has been understood, or that it requires more explanation. |
Responding P100 |
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There are ____ basic types of responses: -Verbal, such as asking questions or requesting information. -nonverbal -written |
Three P100 |
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Active _____ is a communication technique used in counseling, training, and conflict resolution. |
Active listening P100 |
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____ decorations in classrooms should supplement the course material and not distract from it. |
Wall P101 |
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Active listening is not the same as reflective listening, a process in which the listener ____ back to the speaker what they have just heard to confirm understanding on the part of both parties. |
Repeats P101 |
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___ communication is the process of engaging with individuals or groups using spoken language. |
Oral communication P101 |
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Crew assignments are often made using ____ communications. |
Oral P101 |
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State and federal agencies and local community _____ provide instructor training programs for company officers. |
Colleges P102 |
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State and federal agencies and local community _____ provide instructor training programs for company officers. |
Colleges P102 |
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There are ___ types of speeches and presentations most commonly used by company officers are: -persuasive -informative -instructional |
Three P102 |
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____ speeches may be difficult to develop and yet can be the most important speeches an officer can give. |
Persuasive P103 |
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____ speeches may be difficult to develop and yet can be the most important speeches an officer can give. |
Persuasive P103 |
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____ speeches are the easiest to develop when supporting data is compiled and analyzed. |
Informative P103 |
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___ speeches provide the audience with information on a variety of topics. These topics include -ideas -objects -procedures -people -events |
Informative P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain a tangible object. P103 |
Objects P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain a tangible object. P103 |
Objects P103 |
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_____- to describe how something works or outlines a process. |
Procedures P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain a tangible object. P103 |
Objects P103 |
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_____- to describe how something works or outlines a process. |
Procedures P103 |
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____- to provide a general overview of a persons life or may focus on one specific event. |
People P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain a tangible object. P103 |
Objects P103 |
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_____- to describe how something works or outlines a process. |
Procedures P103 |
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____- to provide a general overview of a persons life or may focus on one specific event. |
People P103 |
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____ -to describe an actual event. |
Events P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain a tangible object. P103 |
Objects P103 |
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_____- to describe how something works or outlines a process. |
Procedures P103 |
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____- to provide a general overview of a persons life or may focus on one specific event. |
People P103 |
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____ -to describe an actual event. |
Events P103 |
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Instructional ____ are used to teach the audience how to do something. They normally include a visual aid or demonstration. |
Speeches P103 |
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____- to explain principles, theories, and concepts. |
Ideas P103 |
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____- to explain a tangible object. P103 |
Objects P103 |
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_____- to describe how something works or outlines a process. |
Procedures P103 |
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____- to provide a general overview of a persons life or may focus on one specific event. |
People P103 |
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____ -to describe an actual event. |
Events P103 |
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Instructional ____ are used to teach the audience how to do something. They normally include a visual aid or demonstration. |
Speeches P103 |
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Report _____ provide information, such as a project status report or proposed changes. |
Presentations P103 |
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Public relations speeches help keep the public informed and address community concerns. These speeches may be _____ or _____ in nature. |
Informative or persuasive P104 |
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Be familiar with laws that regulate information that can be shared, such as Health Insurance Portability and Accountability Act of ____ (HIPAA). |
1996 P104 |
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____ are written to educate, persuade, inform or enlighten. |
Documents P105 |
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Company officers should be aware that any form of written communication can be considered ____ record and May be used in legal proceedings. |
Public record P105 |
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If you work for a public agency, your written and electronic communication is subject to public records requests. Any digital communication is part of a permanent _____. |
Record P105 |
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The first step in writing any document is to determine its audience, scope, and ____. |
Purpose P105 |
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An audience focused document is written to the needs, concerns, and levels of understanding of the readers. The ____ of the document refers to its subject (topic or thesis statement) and how broad or narrow the coverage of it is. |
Scope P105 |
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An audience focused document is written to the needs, concerns, and levels of understanding of the readers. The ____ of the document refers to its subject (topic or thesis statement) and how broad or narrow the coverage of it is. |
Scope P105 |
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Lengthy or highly technical documents may require an _____. |
Outline P105 |
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An audience focused document is written to the needs, concerns, and levels of understanding of the readers. The ____ of the document refers to its subject (topic or thesis statement) and how broad or narrow the coverage of it is. |
Scope P105 |
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Lengthy or highly technical documents may require an _____. |
Outline P105 |
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An outline for a written document may follow the same ____-part format as one for a speech or for a standard training lesson plan. An introduction, body, and conclusion. |
Three P105 |
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An audience focused document is written to the needs, concerns, and levels of understanding of the readers. The ____ of the document refers to its subject (topic or thesis statement) and how broad or narrow the coverage of it is. The ____ is why the document is being written. |
Scope Purpose P105 |
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Lengthy or highly technical documents may require an _____. |
Outline P105 |
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An outline for a written document may follow the same ____-part format as one for a speech or for a standard training lesson plan. An introduction, body, and conclusion. |
Three P105 |
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_____ can help create smooth transitions that can be used to tie the parts of the document together. |
Outlining P105 |
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Common technical writing practices require that outlines be balanced with a minimum of __ points under each heading. |
Two P106 |
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Common technical writing practices require that outlines be balanced with a minimum of __ points under each heading. |
Two P106 |
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Headings should be expressed in _____ form. nouns need to be made parallel with nouns, verb forms with verb forms, and so on. Although parallel structure is desired, logical and clear riding should not be sacrificed simply to maintain parallelism. |
Parallel P106 |
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Common technical writing practices require that outlines be balanced with a minimum of __ points under each heading. |
Two P106 |
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Headings should be expressed in _____ form. nouns need to be made parallel with nouns, verb forms with verb forms, and so on. Although parallel structure is desired, logical and clear riding should not be sacrificed simply to maintain parallelism. |
Parallel P106 |
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The average paragraph is 75 to ____ words long equating to a topic sentence and four or __ supporting sentences. |
125 Five P106 |
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______ words and phrases are used at the beginning, and the end of a paragraph. |
Transitional P106 |
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______ May be used at the end of a paragraph for summation conclusion, and or emphasis. |
Transitions P106 |
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Company officers on different shifts can share information through entries in a company _____. |
Journal P107 |
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A ____ as a quick and simple way of transmitting a message within an organization. Memos are valuable, because they commit the writer to a certain course of action, and provide a chain of communication and evidence of action on a specific subject. |
Memo P108 |
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A ____ as a quick and simple way of transmitting a message within an organization. Memos are valuable, because they commit the writer to a certain course of action, and provide a chain of communication and evidence of action on a specific subject. |
Memo P108 |
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Modern memos are usually written _____ , saving time and creating direct communication between the writer and the audience. Company officers should remember that memos may be considered ____ record documents. |
Digitally Public record P108 |
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Avoiding the use of personal email accounts for business related emails can eliminate a liability for both the individual and the organization, as this email accounts are open for public record in available through a ____ __ ___ _____(FOIA) request. |
Freedom of Information Act (FOIA) P109 |
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Email accounts may be open for public ___. |
Record P109 |
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Email accounts may be open for public ___. |
Record P109 |
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______ are generally used to correspond with persons, groups and agencies outside of the organization. |
Letters P109 |
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Most business letters have four main sections: Heading, opening, _____, and closing. |
Body P110 |
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____ are public record, I so company officers should stick to the facts of an incident so that information is accurate and properly documented. |
Reports P110 |
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_____ -based reports. most company officers complete form base reports on a daily basis. |
Form-based P111 |
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_____ -based reports. most company officers complete form base reports on a daily basis. |
Form-based P111 |
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Filling out a ____- based report is a daily action for many company officers. |
Form-based P111 |
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___ reports. A _____ report may be the result of a formal report, or it may be generated as part of a project or analysis. |
Narrative Narrative P112 |
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Narrative reports. A narrative report may be the result of a formal report, or it may be generated as part of a project or analysis. Narrative report are written in ____ form. |
Essay P112 |
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____ focuses on the certain course of action was taken it should be taken. The report begins with the situation or problem, and then provides a solution to the problem and steps taken or that should be taken to implement the solution. |
Justification P112 |
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____ focuses on the certain course of action was taken it should be taken. The report begins with the situation or problem, and then provides a solution to the problem and steps taken or that should be taken to implement the solution. |
Justification P112 |
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______ states the problem provides a variety solutions and then recommend the best solution based on the Available criteria. |
Recommendation P112 |
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_____ provide an overview of the current status of a project. It is chronological nature, beginning with a description of the project and proceeding through the steps to the current status or actual completion. |
Progress P112 |
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_____ provide an overview of the current status of a project. It is chronological nature, beginning with a description of the project and proceeding through the steps to the current status or actual completion. |
Progress P112 |
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_____ and ____ combines two forms into one. Provides justification for the project, describe the steps to project completion and includes justification for any changes in the project development. |
Progress and justification P112 |
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_____ provide an overview of the current status of a project. It is chronological nature, beginning with a description of the project and proceeding through the steps to the current status or actual completion. |
Progress P112 |
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_____ and ____ combines two forms into one. Provides justification for the project, describe the steps to project completion and includes justification for any changes in the project development. |
Progress and justification P112 |
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____ describe the process, project or item gives the audience a detailed image of the subject. |
Description P112 |
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A ___ Is used to determine organizational decision making. Organization policies originated with top management in our disseminated to lower levels for implementation. |
Policy P112 |
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A ___ Is used to determine organizational decision making. Organization policies originated with top management in our disseminated to lower levels for implementation. |
Policy P112 |
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A _____ is a detailed plan of action that is similar and closely related to policy. Procedures detailing, riding the steps to follow in conducting organizational policy for some specific, recurring problem or situation. |
Procedure P112 |
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______ define what must be done and procedures describes the steps required to comply with the policies. |
Policies P113 |
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Policy and procedures manuals (PPM’s) must be _____ periodically. |
Revised P113 |
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At an emergency scene The preferred method of communication is ____, face-to-face, voice communications. |
Direct P114 |
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_____ radios. __ radios are normally operated from the jurisdictions, telecommunications center stations and other facilities. At large scale incidents with relatively long duration, a scaled down bass radio may be assembled at an incident, command post or an incident base. |
Base P114 |
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_____ radios. __ radios are normally operated from the jurisdictions, telecommunications center stations and other facilities. At large scale incidents with relatively long duration, a scaled down bass radio may be assembled at an incident, command post or an incident base. |
Base P114 |
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_____ radios are mounted in the emergency response vehicles. |
Mobile P114 |
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______ radios sometimes referred to as walkie-talkies handy talkies or simply portables, handheld, radios, allow personnel to remain in contact with each other, while they are away is Mobile radio. Portable radios may be operated on _____ channels. |
Portable radios Multiple P115 |
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____ systems repeater systems receive a signal from a radio, boosts it’s power, and then transmit the signal to the receiver. Apparatus mounted repeaters and those pre positioned in specific geographical areas are the two primary types of repeater systems. |
Repeater systems P115 |
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____ are most often used to notify volunteers, paid on call, and off duty career personnel, and staff officers to respond to the station or an emergency incident scene. |
Pagers P115 |
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____ are most often used to notify volunteers, paid on call, and off duty career personnel, and staff officers to respond to the station or an emergency incident scene. |
Pagers P115 |
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___ provide the information to the user in one of two modes: voice message or text message. |
Pagers P115 |
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_____ telephones- these wireless telephone systems can provide reliable, communication that is free of the limitations in interference. They can hinder other types of telephonic communications. Some satellite telephones can operate as ____, communicating with other units within the coverage area. |
Satellite telephones Radios P116 |
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Broadband connections, high speed Internet access, are at least ___ times faster than Modems. |
10x P116 |
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An ___ is a radio operated data terminal that allows a telecommunications center to transmit Dispatch information, incident/patient status information, confidential messages that are not appropriate for a verbal transmission over a radio, chemical information, and map and charts to units at or in route to an incident scene. |
Mobile Data Terminal (MDT) P116 |
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An ____ has all of the features of an MDT with the addition of a keyboard that allows two way communication between the mobile units and the telecommunications center. |
Mobile Data Computer (MDC) P116 |
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Messages that may be inappropriate for radio transmission can be transmitted through ___ data computers. |
Mobile P116 |
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A ___ is designed to provide a computer readable description of geographical features in a given area. Information such as address and occupancy information on individual structures may be stored in a GIS. |
GIS Geographic Information System. P116 |
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____ is the ability of a system to work with and use the parts or equipment of another system. |
Interoperability P117 |
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_______ between devices allows different emergency services organizations to communicate with each other at an incident. |
Interoperability P117 |
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_____ text is the use of plain English in radio, communication and transmissions. |
Clear text P118 |
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The news media, the public and the _____ can monitor all radio communications. |
FCC P118 |
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Company officers are responsible for the radio discipline and conduct of their crews. Company officers and their subordinates must be careful around any radio and consider all microphones as ____ (activated, and transmitting) |
Open P118 |
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Company officers are responsible for the radio discipline and conduct of their crews. Company officers and their subordinates must be careful around any radio and consider all microphones as ____ (activated, and transmitting) |
Open P118 |
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_____- messages should be as concise as possible to avoid congesting assigned frequencies. |
Concise P119 |
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Company officers are responsible for the radio discipline and conduct of their crews. Company officers and their subordinates must be careful around any radio and consider all microphones as ____ (activated, and transmitting) |
Open P118 |
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_____- messages should be as concise as possible to avoid congesting assigned frequencies. |
Concise P119 |
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___-company officers should combine clarity with simplicity and describe only ___ task at a time. |
Clarity One P119 |
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______- company officers must show confidence also known as command ______, when using communication equipment. A calm, natural tone and speaking at a controlled rate can communicate confidence. |
Confidence Command presence P119 |
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______- company officers must show confidence also known as command ______, when using communication equipment. A calm, natural tone and speaking at a controlled rate can communicate confidence. |
Confidence Command presence P119 |
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______- the incident commander and telecommunicator should follow established radio protocols. |
Control P119 |
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_____ effective communication depends on capable, well trained, senders and receivers. |
Capability P119 |
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______ systems can overcome line of sight communication issues. |
Repeater P120 |
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_____ __ ___ ___(FOIA) request- a petition to federal state or local agency for access to record concerning a specific topic, individual or organization. |
Freedom of information act request. P121 |
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______- statement that identifies in general philosophy may be included as part of a policy. |
Guideline P121 |
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_____ device - any memory technique that is used to assist a learner in properly in coding and recalling vital information; is primarily used to associate seemingly dissimilar items or concepts. |
Mnemonic Device P121 |
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_____ device - any memory technique that is used to assist a learner in properly in coding and recalling vital information; is primarily used to associate seemingly dissimilar items or concepts. |
Mnemonic Device P121 |
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_____ - organizational principle that is developed an adopted as a basis for decision making. |
Policy P121 |
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_____ device - any memory technique that is used to assist a learner in properly in coding and recalling vital information; is primarily used to associate seemingly dissimilar items or concepts. |
Mnemonic Device P121 |
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_____ - organizational principle that is developed an adopted as a basis for decision making. |
Policy P121 |
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____- outline of the steps that must be performed in order to properly follow an organizational policy. Procedures help an organization to ensure that it consistently approaches a task in the correct way, in order to accomplish a specific objective. |
Procedure P121 |
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_____ device - any memory technique that is used to assist a learner in properly in coding and recalling vital information; is primarily used to associate seemingly dissimilar items or concepts. |
Mnemonic Device P121 |
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_____ - organizational principle that is developed an adopted as a basis for decision making. |
Policy P121 |
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____- outline of the steps that must be performed in order to properly follow an organizational policy. Procedures help an organization to ensure that it consistently approaches a task in the correct way, in order to accomplish a specific objective. |
Procedure P121 |
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_____ _____- any riding containing information relating to the conduct of government or the performance of any governmental or proprietary function prepared, used, or retained by any state or local agency, regardless of form of characteristics. |
Public Records P121 |
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_____ speeches or pre-prepared presentations are often ineffective because they do not take into account, different audiences, occasions, and needs. |
Canned P104 |
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The excepted format for most business letters consist of the following parts: heading, Opening ,body, ______. |
Closing P110 |
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_____ keep the information on the same page and make it easier for the reader to find. |
Footnotes P112 |
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_____ keep the information on the same page and make it easier for the reader to find. |
Footnotes P112 |
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_____ keep all the notes and citations together in one list at the end of the paper. In notes may also contain a larger amount of information, including graphs or tables that will not fit in a footnote. |
Endnotes P112 |
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___ and ____ are generally written to preclude deviation from the standard being set. ____/ ____ are usually written to allow deviation based upon conditions found at an incident. |
Rules and regulations SOP /SOG P113 |
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____-___ made the adoption and use of clear text radio communications mandatory. |
NIMS-ICS P118 |
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All individuals need to understand, develop, and or master of the skills involved in _____ communication. |
Interpersonal communication P96 |
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_____ the document helps the writer establish the logical flow of the material, placing the strongest points at the beginning, and then supporting each point with additional data. |
Outlining P106 |
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First step in preparing a narrative report is to determine the ___ of the report. |
Purpose P112 |
