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Flashcards in Chapter 3 - Fire Officer Communications Deck (25)
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1

Describe steps in communication cycle

Message, Sender, Medium (method of delivery), Receiver, Feedback (confirmation of receipt)

2

List basic skills for effective communication

Active Listening, Stay Focused, Ensure Accuracy, Keep Supervisor informed, The Grapevine, Overcoming Environmental Noise

3

Identify ways to improve listening skills

Do not assume. Do not interrupt. Try to understand the need. Look for the real reason they want attention. Do not react too quickly.

4

Describe the ways to counteract environmental noise

Do not struggle for power. Avoid an offhand manner. Keep emotions in check. Remember that words have meaning. Do not assume receiver understands message. Immediately seek feedback.

5

Identify key points for emergency communications

Be direct. Speak clearly. Use normal tone of voice. Hold radio 2 inches from mouth. Allow for time delay before speaking with repeater. Use plain english. Use common terminology. Avoid being in proximity to other noise sources.

6

Difference between formal and informal communications

Informal communication usually will not be needed to be referenced in the future. Formal communication is reviewed and approved by administration.

7

Identify different types of formal communication

SOP, SOG, General Orders, Announcements, Legal Correspondence, Recommendation Report

8

Considerations to keep in mind when writing a report

Intended audience, format

9

Elements to include in a news release and the best format

Formulate a plan, who is target audience? What makes story interesting? Format should be clear, concise. First paragraph should cover who, what, when, where, how, why. Following paragraphs provide most important to least important info.

10

Effects of social media on fire department communications

Anyone can report news to large audience, will not always be accurate

11

Chronological statement of events

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

12

Company Journal

A log book at the fire station that creates an extemporaneous record of the emergency, routine activities, and special activities that occurred at the fire station

13

Environmental Noise

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

14

Expanded incident report narrative

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

15

Formal Communication

An official fire department communication presented on stationery with the fire department letterhead and generally is signed by a chief officer or headquarters staff member

16

General Orders

Short-term directions, procedures, or orders signed by the fire chief and lasting for a period of days to 1 year or more

17

HIPAA

Enacted in 1996, federal legislation that provides for criminal sanctions and civil penalties for releasing a patient's protected health information not authorized by the patient

18

Informal communications

Internal memos, e-mails, instant messages, and computer-aided dispatch terminal messages. Informal reports have a short life and may not be archived

19

Interrogatory

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

20

National Fire Incident Reporting System (NFIRS)

A nationwide database at the national fire data center under the US fire administration that collects fire-related data in an effort to provide information on the national fire problem

21

Recommendation Report

A decision document prepared by a fire officer for the senior staff

22

Social Media

Digital communications through which users create online communities to share info, ideas, and other content

23

Standard Operating Guidelines (SOG's)

Written organizational directives that identify a desired goal and describe the general path to accomplish the goal

24

Standard Operating Procedures (SOP's)

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

25

Supervisor's Report

A form that is required by most state worker's compensation agencies and that is completed by the immediate supervisor after an injury or property damage accident