Questions and Answers
What is primarily a responsibility of the Incident Commander (IC) in relation to media personnel?
Why is it detrimental to restrict media access without valid reasons?
Which of the following practices is recommended in verbal communication?
What is advised regarding the use of grammar in communication with the media?
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How should comments made during a media interview generally be structured?
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What is the primary purpose of maintaining a professional appearance while communicating?
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Why is it important to never use the phrase 'No Comment' during communications?
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What should you do if you do not have an answer to a reporter's question?
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Which of the following is NOT recommended in non-verbal communication?
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What is the consequence of embellishing or exaggerating facts while communicating?
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How should personal opinions be handled during professional communications?
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Which of the following statements aligns with maintaining one's realm of authority during public communication?
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What effect does a poor attitude have on non-verbal communication?
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What is the primary responsibility of personnel when assisting with the transportation of a citizen in a fire truck?
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Which of the following actions is NOT part of the responsibilities assigned to personnel after a fire incident?
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In what capacity does the Red Cross assist in the aftermath of a fire incident?
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What is required before coordinating a walk-through of the structure after a fire incident?
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Which of the following is a key aspect of site security management following a fire?
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What is the primary role of the TFD Customer Service Representative at an incident?
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Which of the following is NOT a responsibility of the TFD Customer Service Representative?
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What should the TFD Customer Service Representative do if there are animal-related needs during an incident?
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How should the TFD Customer Service Representative communicate with occupants during an incident?
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What action should be taken if on-site customer service resources are insufficient?
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What is an important consideration when dealing with small children at an incident?
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Which of the following responsibilities does NOT fall under the TFD Customer Service Representative during an incident?
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What is a key duty of the TFD Customer Service Representative in relation to communication?
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Study Notes
Incident Public Information Roles
- Public Information is vital within the emergency management process.
- The Incident Commander (IC) ensures accurate information delivery to media.
- PIOs must represent the Tulsa Fire Department (TFD) effectively; lack of communication could lead to misinformation.
Media Access and Interaction
- Media personnel have lawful access to incidents; limiting access harms relationships.
- Establish a designated "media staging area" for large incidents.
Communication Skills
Verbal Communication
- Use proper grammar and clear pronunciation, avoiding slang.
- Maintain a calm tone and provide clear, relevant statements.
- Deliver information in "sound bites" to prevent misinterpretation during coverage.
Non-Verbal Communication
- Present a professional posture and exhibit positive body language.
- Dress appropriately with bunker gear; avoid casual items like sunglasses or caps.
- Prioritize eye contact with reporters over the camera.
Honesty in Responses
- Always answer truthfully; falsehoods will be exposed.
- Avoid exaggerations and be comfortable stating unknowns.
Handling Queries
- Avoid saying "No Comment," which can imply avoidance; instead, reframe questions.
- Stick to known facts and avoid speculation about incidents under investigation.
Authority Limitations
- Speak strictly within TFD authority; do not address policies or external agencies.
- Do not engage in discussions regarding litigation or legislative matters.
Inappropriate Comments
- Keep personal opinions private; avoid any off-color or inappropriate comments.
- Refrain from using offensive language or touching on sensitive topics like race or religion.
Customer Service Responsibilities
- Establish a TFD Customer Service Representative swiftly in significant incidents.
- Act as a liaison for citizens, gathering and sharing crucial information with the IC or appropriate agencies.
Additional Support and Communication
- Attend to affected individuals and provide mobile phone access for communication.
- Identify and accommodate mental health needs with support resources.
- Collaborate with agencies like the Red Cross to offer shelter and necessities.
Operational Coordination
- Assist occupants and owners with explanations of fireground activities.
- Communicate salvage needs and coordinate recovery of valuable items.
- Provide ongoing support until formally concluded by the customer.
Transportation Protocol
- Notify Fire Alarm Operator (FAO) when transporting a citizen; document the process and destination.
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Description
This quiz provides an overview of the essential responsibilities of Incident Public Information Officers (PIOs) within emergency management. It covers critical aspects such as the importance of professional communication with media personnel and compliance with the Freedom of Information Act. Prepare to enhance your understanding of effective public information strategies in crisis situations.