Flashcards in Chapter 3 - Fire Officer Communications Deck (25)
Describe steps in communication cycle
Message, Sender, Medium (method of delivery), Receiver, Feedback (confirmation of receipt)
List basic skills for effective communication
Active Listening, Stay Focused, Ensure Accuracy, Keep Supervisor informed, The Grapevine, Overcoming Environmental Noise
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.
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.
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.
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.
Identify different types of formal communication
SOP, SOG, General Orders, Announcements, Legal Correspondence, Recommendation Report
Considerations to keep in mind when writing a report
Intended audience, format
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.
Effects of social media on fire department communications
Anyone can report news to large audience, will not always be accurate
Chronological statement of events
A detailed account of the fire company activities as related to an incident or accident
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
A physical or sociological condition that interferes with the message in the communication process
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
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
Short-term directions, procedures, or orders signed by the fire chief and lasting for a period of days to 1 year or more
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
Internal memos, e-mails, instant messages, and computer-aided dispatch terminal messages. Informal reports have a short life and may not be archived
A series of formal written questions sent to the opposing side of a legal argument. The opposition must provide written answers under oath.
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
A decision document prepared by a fire officer for the senior staff
Digital communications through which users create online communities to share info, ideas, and other content
Standard Operating Guidelines (SOG's)
Written organizational directives that identify a desired goal and describe the general path to accomplish the goal
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