Fire Officer 1

Chapter 5

Knowledge Check

1. Company officers can use the active listening element of __ to decode the message and assign meaning to it.

focusing

evaluating

remembering

understanding

2. Active listening is a communication technique that requires that the listener fully concentrate, understand, respond, and then:

remember what is being said.

assess the speaker's strengths.

remove communication barriers.

confirm understanding by repetition of the message.

3. In which type of situation would gestures be effective for sending messages such as come here and stop?

Clear-text is being used

Mutual aid units are involved

Noise prevents verbal communication

Both parties are experiencing strong emotions

4. The AHJ may require a more formal style of procedures, policies and:

company journals.

attendance reports.

interoffice memos (IOMs).

requests for proposals (RFPs).

5. Instructional speeches teach an audience how to do something and normally include a:

media release or social media policy.

reward or incentive.

visual aid or demonstration.

statement of personal ethics.

6. Which type of speech describes a problem and supplies a solution intended to cause change?

Formal

Directing

Persuasive

Informative

7. The interpersonal communication element of interference is anything that may prevent the receiver from completely understanding a sender's:

message.

feedback.

demotion.

assertiveness.

8. Most company officers complete __ reports, such as injury or inspection reports, on a daily basis.

technical

narrative

proximity

form-based

9. To effectively communicate the correct message in an interpersonal exchange, the sender's facial expression must match the:

gestures.

verbal message.

receiver's posture.

receiver's proximity.

10. Interpersonal communication messages are encoded by senders based on their:

verbal cues.

interoperability.

level of preparation.

positions of authority.

11. A company officer wanting to improve their verbal communication skills can take responsibility for their own personal thoughts and feelings by:

addressing an issue while angry.

projecting their feelings on another person.

using language that is I-based such as "I believe" or "I think".

using language that is You-based such as "You disappoint me."

12. Company officers can use focusing to improve their listening skills by:

using clear text.

maintaining good posture.

developing command presence.

looking at the speaker when possible.

13. Company officers should remember that memos may be considered:

public records.

training documents.

polices or procedures.

verbal communications.

14. When giving a public information speech, company officers should:

follow policies set by social media platforms and services.

follow organizational media relations policies and procedures.

use skip level notification to defer these tasks to subordinates.

maintain a confrontational attitude throughout the presentation.

15. An audience-focused document is written to the:

formal style of procedures and policies.

logical flow of the material and its subpoints.

needs, concerns, and level of understanding of the writer.

needs, concerns, and levels of understanding of the readers.

16. When writing a document, the number of paragraphs in a document depends on the:

amount of time needed to present the document.

number of subdivisions in the document's outline.

number of people expected to read the document.

amount of time that was spent creating the outline.

17. Words or phrases used at the beginning and end of a paragraph are referred to as:

parallels.

transitions.

subdivisions.

transmissions.

18. When sending electronic communications within the organization, company officers must remember to stay within the:

span of control.

division oflabor.

chain of command.

organization's classification.

19. Crew instructions for frequently assigned tasks should be __ , precise, and easily understood with the desired outcome conveyed.

proofread

persuasive

condensed

convoluted

20. In order to gain accuracy and clarity while speaking, company officers should avoid:

speaking slowly and using proper diction.

matching their facial expressions to their message.

recognizing that the listener has a different perspective.

using abstract language that can cause misunderstandings.

21. Which specific document type is generally used to correspond with persons and agencies outside of the fire and emergency services organization?

Letters

Memos

Incident report

Company journal

22. To be effective communicators, company officers must select and use words that:

take into account the sender's emotional reactivity.

accurately symbolize the image that they are trying to convey.

are technical despite the audience for that particular message.

prevent receivers from completely understanding the message.

23. When proofreading a written document, such as an organizational memo, the writer should ensure:

appendices are used.

endnotes are complete.

the memo is in an outline format.

the memo follows a consistent format.

24. What type of written document constitutes a significant amount of a company officer's writing?

Letters

Reports

Press releases

Executive summaries

25. The three types of speeches and presentations most commonly used by company officers are persuasive, informative, and:

reactive.

cognitive.

disciplinary.

instructional.

26. Citations found during report research can direct the audience to the original sources using:

scope and purpose.

footnotes and endnotes.

headings and subpoints.

supersedes and policy numbers.

27. Canned speeches or pre-prepared presentations are often ineffective because they:

are only effective as public relations speeches.

are often written and presented in an illogical sequence.

cannot be modified and reused for similar audiences or occasions.

do not take into account different audiences, occasions, and needs.

28. What can be a major cause of interference in interpersonal communication?

Failing to actively monitor feedback

Confirming the reception of the original message

Taking the receiver's individual characteristics into account

Communicating in a manner that is understood by the receiver

29. Which type of written narrative report provides an overview of the current status of a project?

Progress

Description

Recommendation

Progress and justification

30. Outlining before writing a document helps the company officer to establish the logical flow of the document by:

expressing each idea and concept in parallel form.

adapting the document's content to the audience, scope, and purpose.

requiring the company officer to list all AHJ policies and procedures that apply to that document.

placing the strongest points at the beginning and then supporting each point with additional data.

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