Chapter 4 Flashcards

1
Q

62

What is successful communication?

A

Whenever two people can exchange information and develop mutual understanding. When information flows from one to it another, the process is truly effective only when the person receiving the information is able to understand with the other person intended to transmit.

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2
Q

62

Effective communication does not occur unless

A

The intended message has been received and understood

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3
Q

62

The communication cycle consist of five parts

A
Message
Sender
Medium
Receiver
Feedback
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4
Q

62

Message

A

The message represents the text of the communication does not have to be in the form of written or spoken words could be a strong facial expression conveying disapproval

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5
Q

63

Sender

A

Person or entity sending the message, could also be an inanimate object such as a sign sound or image. The sender is responsible for the receiver properly understanding the message. Tone, body language, mannerisms and all other nonverbal cues may affect the interpretation

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6
Q

63

Medium

A

Refers to the method used to convey the information from the sender to the receiver. Medium can consist of words, text, gestures etc. the medium that is chosen influences the importance that is attached to the message. ** praise in public/counsel, coach, discipline in private

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7
Q

63

Receiver

A

Person who receives and interprets the message. Unfortunately, many opportunities for error and reception of the message. His receivers responsibility to capture and interpret the information. The same words can convey different meanings to different individuals.

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8
Q

63

Feedback

A

Sender should never assume information has been successfully transmitted unless some confirmation is provided. fee that completes the communication cycle.. Without feedback the sender cannot be confident that the message reach the receiver was properly interpreted.

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9
Q

63
The ability to listen becomes increasingly important as one advances through the organization. Listening is a skill that must be continually practiced to maintain proficiency. Listening in a face-to-face situation is an active process that requires…

A

good eye contact
alert body posture
frequent use of verbal engagement
the purpose of active listening is to help the fire officer understand the firefighters viewpoint to solve an issue or problem

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10
Q

65
The purpose of active listening is to help the fire officer understand the firefighters viewpoint to solve an issue or problem. (5)

A
  1. Don’t assume anything. Don’t anticipate what someone will say.
  2. Don’t interrupt. Let the individual expressing a point or position have full say.
  3. Try to understand the need often the initial complaint is a symptom for real underlying issue
  4. Look for the real reason the person wants your attention
  5. Don’t react too quickly. The goal is to understand the other person’s viewpoint
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11
Q

65

What is a good method for staying focused and keeping speaker on task?

A

Direct questioning is a good method to keep a conversation on topic. Ask a specific question that moves the conversation back to the appropriate subject.

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12
Q

65

What is a danger with ignoring inaccurate statements?

A

ignoring inaccurate statements can foster erroneous information that is transmitted along the fires fire service grapevine

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13
Q

65

What are particularly important areas in which you need to keep your chief officer informed? (3)

A
  1. Progress towards performing goals and project objectives- officer needs to keep his chief comprised of work performance progress i.e. training, inspections, smoke detector surveys, etc.
  2. Matters that may cause controversy- conflicts with other fire officers are between shifts/disciplinary issues etc.
  3. Attitudes and morale- let your chief know the route the firefighters in response to specific issues
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14
Q

65

When does grapevine flourish?

A

The grapevine flourishes in the vacuum created when official organization does not provide the workforce with timely and accurate information about work-related issues.

Never assume grapevine information is accurate never, use the grapevine to leak information or stir controversy

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15
Q

65

Environmental noise

A

Physical or social logical condition that interferes with the message. Noise includes anything that can clog or interfere with the medium that is delivering the message.

Examples of physical noise include background conversations, siren noise, etc. Environmental noise need not be physical, noise can occur when the receiver is distracted and blocks the incoming message.

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16
Q

66

Sociological environmental noise

A

Prejudice and bias are examples of social logical environmental noise. If the receiver does not believe that the sender is credible, the message will be ignored or resulting in adequate response.

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17
Q

66

How to improve communication and cut down on sociological environmental noise: (8)

A
  1. Don’t struggle for power- focused attention on message not sender’s authority to deliver it, the situation - not the people- should drive communication and action
  2. Avoid offhand manner- deliver message by being clear and firm
  3. Control emotions- emergency operations can invoke intense feelings that can interfere with focus and attention.
  4. Words have meaning- Choose words that clearly convey thoughts, be mindful of tone
  5. Don’t assume receiver understands message- good technique to have receiver repeat key points back to sender
  6. Seek feedback immediately- if receiver identifies error resolved statement sooner than later. Better to solve a problem while there’s still time to make a change.
  7. Provide appropriate level of detail- consider your audience and how much detail is required.
  8. Beware of conflicting orders- ensure your message is consistent with information from other sources. Subordinates should be expected to inform officer of a conflicting order, so you can consider difference and give direction.
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18
Q

66

Who should be the gatekeeper for information exchange via radio communications, on an emergency incident.

A

The incident commander management of the communication process is important as communicating effectively. Incident commander must establish command presence and ensure higher priority messages go through low priority messages do not get in the way

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19
Q

66-67

What are the key points for emergency communications? (8)

A
  1. Be direct
  2. Speak clearly
  3. use normal tone of voice
  4. hold microphone about 2 inches from your mouth
  5. if using a repeater, allow time delay before speaking
  6. use plain English, not 10 codes
  7. use common terminology, NIMS
  8. avoid being the proximity of noise sources
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20
Q

66

When using a handheld radio how far should you hold it from your mouth

A

2 inches

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21
Q

67
Radio messages must be accurate, brief, and clear. What should be the performance goal when speaking on a handheld radio?

A

The goal should be to sound the same and communicate just as effectively when reporting minor incident is when reporting an incident under stress. Overly excited commander is difficult to understand, gives listeners the impression incident out of control.

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22
Q

67

how can recordings of radio messages transmitted during an incident serve as an effective training tool?

A

Listening to other officers to identify and emulate techniques that are clear and precise. Calm confident orders from the person in charge set the tone for more effective and efficient incident management.

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23
Q

67

What is the mental process of gathering and considering all pertinent details of a given incident?

A

Size up

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24
Q

67

What should the initial report include?

A

The initial report should describe what you have, state what you are doing, and provide directions for other units that will be arriving.

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25
Q

67

What is the communication order model?

A

Communication order model is a standard method of transmitting in order to unit or company at the incident scene designed to ensure the message is clearly stated, heard by the proper receiver, and properly understood. Also confirms the receiver is complying with instruction

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26
Q

68

What is a good practice before sending a message via the portable radio on emergency incident?

A

A good practice is to think first; position the microphone, depress the key, take a breath, and then send a concise specific message in a clear tone.

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27
Q

68

what is the most common form of reporting

A

Most common form of reporting is a verbal communication, From one individual to another.

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28
Q

68

What is the most effective means of conveying many types of information?

A

Face-to-face conversation sender receiver can engage in two-way exchange of information that incorporates body language, facial expressions, tone of voice and inflection.

29
Q

68

CAN report

A

Effective method of exchanging information when the magnitude or speed of the event requires maximum efficiency. Conditions – Actions – Needs

30
Q

68

Company journal

A

Company journal provides a extemporaneous record of all emergency, routine, and special activities that occurred at the fire station.

The company Journal serves as a permanent reference that can be consulted to determine what happened at any particular date and time, and who was involved.

Also serves as a place to enter record of any firefighter injury, liability creating event, special visitors to station.

31
Q

68

Morning report

A

Report delivered to superior officer by telephone or email to identify any personnel or resource shortage.

32
Q

68

Monthly activity and training report

A

Report documents the company’s activity during the preceding month, typically includes number of emergency responses, training activities, inspections, pub ed events, and station visits.

33
Q

69

National Fire Incident Reporting System (NFIRS)

A

In nationwide database managed by the US fire administration that collects data related to fires and other incidents. Generally first arriving officer completes a NFIRS report for each response

34
Q

69

Expanded incident report narrative

A

An incident report that requires all company members to submit a narrative description of their observation and activities during the incident.

35
Q

69-70

What type of incident should the company officer anticipate the need of an expanded incident report? (7)

A
  1. First in company at fire with civilian fatality/injury
  2. Fire company one of the first arriving units at incident that becomes a crime scene/arson investigation
  3. Company participated in occupant rescue/other emergency qualify for official recognition/award
  4. Company involved in any unusual, difficult, or high-profile activity requiring review by Fire Chief.
  5. Company activity occurred that may have contributed to a death or serious injury.
  6. Company activity occurred created liability
  7. Company activity initiated an internal investigation.
36
Q

70
What report type usually requires the officer’s personal attention to ensure the reports information is complete and concise?

A

Infrequent reports

37
Q

70

What are some examples of infrequent reports a fire officer may be required to complete. (9)

A
  1. Firefighter injury report
  2. Citizen complaint
  3. Property damage/liability event report
  4. Vehicle accident report
  5. New equipment or procedure evaluation
  6. Suggestions to improve department operation
  7. Response to a grievance or complaint
  8. Firefighter work improvement plan
  9. Request for other agency services
38
Q

70

Supervisors report

A

The supervisor’s report is required by state workers compensation agencies when ever an employee is injured. Serves as control document that starts the state filing.

39
Q

70

Supervisors report for an IOJ must be submitted within…

A

24 to 72 hours of the incident or line with the company policy.

40
Q

71

Chronological statement of events

A

A detailed account of activities, such as a narrative report of actions taken at an incident, should be included in Supervisors report. Facts only, no opinion no emotion.

41
Q

72

One of the two types of software found on a computer, and their use.

A

Operating system- handle input, manage files and manage all activity.

Applications- programs design to provide a specific task

42
Q

72

Informal communications

A

This type of communication is used primarily to record or transmit information that may not be needed for reference in the future. Examples internal memos, emails, instant messages, messages transmitted via mobile data terminals.

43
Q

72

Formal communication

A

Official fire department document printed on business stationary with department letterhead, usually signed by the Fire Chief or designee. The fire department maintains a permanent record of all formal communications. Formal reports are usually archived.

44
Q

73

Standard operating procedures- SOPs

A

Formal communication. Written organizational directives that establish or prescribe specific operational or administrative methods to be followed routinely. Intended to provide a standard consistent response to emergency events and personnel supervisor actions, and administrative task.

SOPs are formal permanent documents published in a standard format signed by the Fire Chief.

45
Q

73

Standard operating guidelines- SOGs

A

Organizational directives identify a desired goal describe the general path to accomplish goal. These are formal permanent documents like SOPs.

46
Q

73
When the US fire administrations developing effective standards and operating procedures for fire departments and EMS departments, looked at the difference between SOP’s versus SOGs and found…

A

Terminology is less important than content and implementation

47
Q

73

Liability concerning SOP/SOG center around… (5)

A
  1. System in place to develop and maintain SOP/SOG
  2. compatibility with regulations and national standards
  3. consideration for unique department needs
  4. adequacy of training/ competence
  5. procedures used to monitor performance and ensure compliance
48
Q

73

General orders

A

Formal documents that address a specific subject, policy, condition, or situation. Many departments use general orders to announce promotions and personnel transfers etc.

49
Q

73

Announcements

A

Formal communication. These types of announcements are used to distribute short-term and nonessential information that is of interest. May use several forms.

50
Q

73

Legal correspondence

A

Formal communication. Documents or reports used for legal purposes often required by the fire department. May have help from legal counsel in drafting.

51
Q

73

Interrogatory

A

Formal communication. A series of written questions asked by someone from opposing legal party. Officers preparing a report are subject to these inquiries.

52
Q

73

Recommendation report

A

Formal communication. Document that suggests particular action or decision. Example and NIOSH (national Institute for occupational safety and) firefighting line of duty death investigation.

53
Q

75

What is the goal of a decision document?

A

To provide enough information and make an effective persuasive argument so that the intended individual or body accepts your recommendation.

54
Q

75

What are the elements of a decision document? (6)

A
  1. Statement of problem or issue- 1 or 2 sentences
  2. background- brief description of problem or issue
  3. Restrictions- outline of the restrictions affecting the decision. Factors such as federal/state/local regulations, budget, staffing, union contracts, etc.
  4. Options- provide more than one option, and rationale between each
  5. Recommendation- explanation of why recommended option is best decision
  6. Next action- statement of action that should be taken to implement the recommendation.
55
Q

75-76

What are the four parts of a verbal presentation? (4)

A
  1. Getting their attention- opening that entices the audience to pay attention.
  2. Interest statement- briefly explain why listeners should be interested.
  3. Details- facts in a logical and systematic order that informs listeners supports recommendation.
  4. Action- closing your presentation asked the audience to take a specific action. Most effective closing statements are actions related directly to the interest statement at the beginning of the presentation.
56
Q

76

What is the benefit of the news release?

A

Allows the fire department to reach a large audience have virtually no cost. Such release could be structured to promote public education message, draw attention to community risk problems, announce new program, or develop good public relations.

57
Q

76

What is the first step in preparing news release?

A

The first step is to formulate a plan, consider what the release is intended to accomplish, and who is the audience. What makes the story interesting and worthy of the time and energy of media source?

58
Q

76

What is the second step in preparing a news release?

A

To develop the concept and write the release. Format should be clear, concise, well organized and contain the Who, What, When and Where of the story in the first paragraph or two.

59
Q

76

What should the format of the news release be?

A

Use department letterhead, use at least 1 inch margins, double space the text, make news release fit on one page.

Top of the page print NEWS RELEASE in all Caps. Time and date on next line. Separate this heading from the next by a series of 5-7 #s. Pound signs should also be used to separate text from ending. Ending should include contact name/number for further details.

Keep document neat and clearly organized free of typos or grammar errors.

60
Q

76

What is the last step of a news release?

A

The last step is to get the news release to the media. It’s important to distribute the news release to all media outlets in the equitable manner.

61
Q

76

Social media

A

Continually changing utilization of digital communication in which the users create online communities to share information, ideas, personal messages, videos, pictures, and other content. Allows anybody to report what they’ve seen and heard, though information may not be accurate.

62
Q

76-77

What was the recommendation of Cumberland Valley volunteer firemen’s Association concerning social media?

A

Department should have policies to ensure that members do not post to their own, or any other website inappropriate or offensive department related material.

policies should aim to prevent disclosures that might reveal sensitive Homeland security related information, or constitute a potential HIPPA violation.

63
Q

77

In which states is it illegal to take pictures of patients or victims by emergency responders?

A

Connecticut and New Jersey. Taking the picture is a criminal offense, posting it to social media is the second.

64
Q

77

Were the potential pitfalls of helmet cam recordings?

A

These recordings create significant risk to the department. Posting videos on social media could interfere with an arson investigation, illegally identifying a medical patient, or expose a victim of a crime. All of which may subject the department to legal sanctions and penalties, Deletion of such recordings could constitute destruction of evidence.

65
Q

77
What important information did the American Red Cross present in “The path Forward” during the 2010 Emergency Social Data Summit?

A

That half (respondents to questionnaire)of those affected by disaster asked for help on social media and 75% expected help to arrive within one hour.

66
Q

77

What is a key to success for fire department use of social media?

A

A key to successful fire department use of social media is establishing the public’s trust. Outward social media efforts provide the public with timely and appropriate awareness of active emergency incidents that may affect traffic in their neighborhood, alerts regarding impending natural/human made significant events, emergency directions during major weather events, etc.

67
Q

77-79

2012 Department of Homeland Security report, (First Responder Communities of practice virtual social media working group social media strategy) ….made what recommendations?

A

Establishing and maintaining brands standardization including social media profiles, logos, message styles across all agency-related social media platforms is essential to awareness, recognition, and familiarity.

Developing a social medias presence before the onset of a crisis or emergency will establish a response agency as credible and authoritative source immense sea of voices.

68
Q

79

What is a trust building activity on social media?

A

Asking the community for their preferences for messaging frequency, and adjusting message frequency based on feedback and target demographics. Frequency of our messages should change depending upon current conditions