Chap 3: Communication Cycle: Noise and Active Listening

• Communication Cycle: It has 5 parts: Message, Sender (sign, sound, image), Medium (Noise), Receiver, Feedback.

Noise

• Noise can be physical or sociological, such as prejudice or bias.
• To minimize environmental noise, consider these 8 suggestions:
  • Do not struggle for power
  • Avoid off-hand mannerisms
  • Keep emotions in check
  • Ensure words have meaning
  • Do not assume the receiver understands
  • Immediately seek feedback
  • Provide an appropriate level of detail
  • Watch for conflicting orders
• Active listening involves eye contact, alert posture, and frequent verbal engagement.
• To improve listening, do not assume, interrupt, understand the need, look for the real reason they want your attention, and do not react too quickly.
• Communications Order Model is used in IMS and SOG, similar to a Military Order Model.
• Don Abbot project mayday has communication breakdowns 87% of the time.
  • The worst problem: Missing the mayday call the first time, at 54%.
• A Fire Officer keeps the Chief Officer informed of progress towards goals and projects, matters causing controversy, attitudes, and morale.

Grievance Procedure

• Step 1 should be verbal to a supervisor or "step zero" and include 3 pieces of information:
  • Article/section of contract
  • Full statement of grievance
  • Desired remedy
• Step 2: Written grievance on a specific form, within 10 calendar days.
• Step 3: Another written form to the second-level supervisor or Administrative Fire Officer within 10 calendar days, or move to the next step.
• Step 4: Fire Chief or designee has 10 work days to respond or move out of the fire department to a mediator, personnel board, or civil service board
  • If no result, it goes to state or federal arbitration.

Decision Making Steps

• Define the problem
• Generate alternative solutions
• Select a solution
• Implement the solution
• Evaluate the results
• Brainstorming: 4-16 personnel for 15-25 minutes.
• Legitimate problem-solving processes must be reasonable and based on logic and organizational values.
• The most challenging decision process is implementation.
• NFPA 1720 Organization: 10 Fire Fighters to a scene within 10 minutes of 80% of incidents in a suburban response zone.
• Mayday obligations: Maintain radio discipline, and company or group integrity.
• NFPA 1041 Instructor has 5 levels.
• Instructor I uses a 4-step method: Prepare, Present, Apply, Evaluate.
• Active learning is most effective for no more than 10 minutes, after 15-20 minutes focus is lost and replaced with passive learning.
• Information retention can be improved by increasing the number of senses involved.
• 4 categories of psychomotor skill levels: Initial, Plateau, Latency, Mastery.
• Trainee expected behaviors are in three areas: Responding to alarms, on-scene activity, and emergency procedures, so the firefighter can stay alive.
• Conflict Resolution Model: Listen and take detailed notes, paraphrase, and receive feedback, do not explain or excuse.
• Investigation of Complaint:
  • 1. take no further action
  • 2. recommend action requested by the complainant
  • 3. suggest alternative solution
  • 4. refer to next level office.

Conflict Resolution

• Taigman 4-step model:
  • Drain the emotional bubble
  • Understand complainant's viewpoint
  • Help the complainant feel understood
  • Identify complainant's expectation of resolution

Suicide Statistics (2017)

• Suicide was higher than LODD (Line of Duty Death).
  • 37% contemplated suicide.
  • 7% attempted suicide (10 times higher than the general population).

Binge Drinking

• 58% binge drink compared to 23% of public.
• Financial problems include student debt being up 157%, auto loans up 50%, Health Insurance up 30%, purchasing power $4.03= 23.68.
• Acute Stress Disorder must last a minimum of 3 days, no longer than 14 days and within 14 days of event.