MOD 2
Define "active listening".
showing an interest and an understanding of what is said by staying focuses, asking questions, listening for main points and the rationale behind what is being said.
Define Inference
while an inference is "the deriving of a conclusion based upon something known or assumed" - inference is based on what a person assumes based on what they observe.
Sets the tone for communication exchange
Nonverbal Communication
List the common elements of basic telecommunications.
The elements of basic telecommunications are:
-Information gathering
-Radio and telephone communications
-Resource allocation
-Records management
-Functioning under CRTC rules
-Handling requests and being responsive to calls from the public
Explain the Communicator's responsibilities regarding confidentiality.
They must understand that the information they are privy to regarding criminal activity, law enforcement operations, building plans, medical histories, driving records and all other information that may be of interest to the general public, is not to be shared.
List the common traps that may prevent or discourage active listening.
The common that may prevent or discourage active listening are the following listed:
Conversation Overload
Personal Preoccupation
Rate of Thought
Noise
Assumptions
List the combined verbal and non-verbal elements that communicate to the Communicator the situation being reported.
These set the tone of the call.. Words, tone of voice, inflection, and background noise.
The person or group who is the target of the communication
Reciever
Describe the relationship between a Communicator's code of ethics and that of the PSAP.
We all should have one common goal, assist the public in an emergency situation. The communicator must follow the "code of ethics" for the better of PSAP.
Explain the purpose of a formal organizational structure.
It is critical to have rules and policies that leave little discretion for interpretation. To outline the accomplishments and goals of the PSAP. Having attainable goal for each employee. Following the chain of command.
Define non-verbal attending and give an example.
The transmission of an idea from the mind of one to the mind of the other, with understanding. Ie: Body language, rolling of eyes, crossing your arms while the other person is talking, simply ignoring someone.
Define reflecting feelings and give and example.
This is repeating in a short declarative statement the emotions and feelings that the sender is communicating. It asserts your awareness and understanding of the caller's feelings without agreeing on what is said. An example is "I understand that you are upset and afraid, but I am here to assist you in anyway that I am able".
physically signaling that you are listening
Nonverbal attending
Describe what fire services communications involves.
Dispatch, communications and resource management of fire service units (response personnel, fire marshals, arson investigation units, HAZMAT units, specialty rescue units.
Explain the term "service area" in the context of EMS.
The area may vary depending on the type of service provider. Depending on the size and severity of the incident; there are different levels of providers, ALS, BLS units, fire department or volunteer may be dispatched.
List and describe the five components of the communications cycle
The five components of the communications cycle are:
1. Sender- The person who initiates the communication
2. Receiver- The person or group who is the target of the communication
3. Message- The idea itself, in whatever forms it may be
4. Medium- The manner in which the message is transfered from the sender to the receiver
5. Feedback- Communication from the receiver to the sender to verify the message was understood.
Define open-ended questions
questions that cannot be answered with a simple "yes" or "no" and require the sender to provide more information.
PSAP means what
Public Safety Answering Point
Describe what law enforcement communications involves.
Law enforcement communications involves the dispatch, communications and resource management of law enforcement units (police personnel, detective bureaus, tactical support/hostage rescue teams, crime scene investigation units, explosive ordinance disposal units, ect. )
Describe what emergency medical services communications involves.
EMS communications involves the dispatch communications and resource management of:
EMS units; emergency medical responders (EMR); air ambulances (fixed wing and rotor); ground ambulances, coroners
Define Observation
An observation is "the act or practice of noting and recording facts and events" - observation is based on what a person actually sees;
Describe how a Communicator can provide good customer service.
A Communicator can provide good customer service by actively listening to the caller (using nonverbal attending, asking open-ended questions, paraphrasing what the caller is saying, and reflecting the callers feelings) an avoiding the pitfalls of active listening (conversational overload, personal preoccupation, controlling rate of thought, blocking out noise and avoiding making assumptions).
The three primary disciplines of public safety communications
-Law Enforcement Communications
-Fire Service Communications
-Emergency Medical Service Communications
Explain the difference between a policy and a procedure.
A policy is a system of principles to guide decisions and arrive at rational outcomes. It is the end result, the goal. The procedure is the method or official way of achieving the policy (steps to achieve the goal).
List and describe the informational resources available in a PSAP.
-The telephone book.
-Cross reference or city directory
-Maps
-Internet and search engines.