Effective Communication - FEMA

[Pages:290]Effective Communication

Independent Study December 2005

FEMA

TABLE OF CONTENTS

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Course Overview......................................................................................................................... 1

Unit 1: Course Introduction Introduction ................................................................................................................................ 1.1 Unit 1 Objectives........................................................................................................................ 1.1 Course Objectives...................................................................................................................... 1.2 Course Overview ....................................................................................................................... 1.3 Communicating Effectively......................................................................................................... 1.3 Activity: If I Could Do It Over Again........................................................................................... 1.4 Various Groups Respond Differently ......................................................................................... 1.5 Activity: Personal Learning Goals ............................................................................................. 1.5 Summary and Transition............................................................................................................ 1.5 Personal Learning Goals ........................................................................................................... 1.6

Unit 2: Basic Communication Skills Introduction ................................................................................................................................ 2.1 Unit 2 Objectives........................................................................................................................ 2.1 Communication Models ............................................................................................................. 2.1 Communication Is a Two-Way Process ..................................................................................... 2.2 Listening Behaviors.................................................................................................................... 2.3 Activity: Listening Self-Assessment .......................................................................................... 2.4 Hearing vs. Listening ................................................................................................................. 2.5 Active Listening.......................................................................................................................... 2.5 Practice Active Listening............................................................................................................ 2.5 Roadblocks to Effective Listening .............................................................................................. 2.6 Tips for Active Listening............................................................................................................. 2.6 Communication Variables .......................................................................................................... 2.7 Activity: Communication Habits ................................................................................................ 2.9 Summary and Transition.......................................................................................................... 2.10 Knowledge Check .................................................................................................................... 2.11

Unit 3: Communicating in an Emergency Introduction ................................................................................................................................ 3.1 Unit 3 Objectives........................................................................................................................ 3.1 Characteristics of Emergency Communications ........................................................................ 3.2 Types of Communication ........................................................................................................... 3.3 Recent Changes to Emergency Planning Requirements......................................................... 3.13 Summary and Transition.......................................................................................................... 3.19 For More Information ............................................................................................................... 3.19 Knowledge Check .................................................................................................................... 3.20

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Unit 4: Identifying Community-Specific Communication Issues Introduction ................................................................................................................................ 4.1 Unit 4 Objectives........................................................................................................................ 4.1 Why Traditional Messages Don't Always Work ......................................................................... 4.1 Case Study 4.1: Town Meeting................................................................................................. 4.2 Activity: Analyzing Community-Specific Needs......................................................................... 4.5 How To Recognize When a Message Isn't Being Communicated............................................. 4.7 Case Study 4.2: What Did I Do Wrong? ................................................................................... 4.8 Improving Communication With the Community ...................................................................... 4.10 Activity: Personal Improvement Goals .................................................................................... 4.11 Summary and Transition.......................................................................................................... 4.12 For More Information ............................................................................................................... 4.12 Knowledge Check .................................................................................................................... 4.13

Unit 5: Using Technology as a Communication Tool Introduction ................................................................................................................................ 5.1 Technology as a Tool................................................................................................................. 5.1 Combining High-Tech and Low-Tech Tools............................................................................... 5.5 Case Studies in Choosing and Combining Communication Technologies ................................ 5.6 Summary and Transition.......................................................................................................... 5.11 Knowledge Check .................................................................................................................... 5.12

Unit 6: Effective Oral Communication Introduction ................................................................................................................................ 6.1 Unit 6 Objectives........................................................................................................................ 6.1 Matching Communication to Message and Audience................................................................ 6.2 Activity: Matching the Message ................................................................................................ 6.3 Oral Communication with Mass Media ...................................................................................... 6.5 Success Tips for Media Interviews ............................................................................................ 6.6 Nonverbal Cues ......................................................................................................................... 6.8 Nonverbal Clusters .................................................................................................................... 6.8 Case Study 6.1: Mixed Signals ................................................................................................. 6.9 Activity: Nonverbal Behaviors ................................................................................................. 6.11 Cross-Cultural Meanings of Nonverbals .................................................................................. 6.13 Humor ...................................................................................................................................... 6.17 Effects of Failed Humor ........................................................................................................... 6.18 Activity: Body Language ......................................................................................................... 6.19 Activity: Public Speaking......................................................................................................... 6.19 Summary and Transition.......................................................................................................... 6.19 For More Information ............................................................................................................... 6.19 Knowledge Check .................................................................................................................... 6.20

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Unit 7: Preparing Oral Presentations Introduction ................................................................................................................................ 7.1 Unit 7 Objectives........................................................................................................................ 7.1 Speech Anxiety .......................................................................................................................... 7.2 What Makes a Good Oral Presentation? ................................................................................... 7.6 Types of Presentations .............................................................................................................. 7.6 Case Study 7.1: Emergency Messages: Informational or Motivational?.................................. 7.8 Case Study 7.2: Protecting Animals During Natural Disasters ............................................... 7.13 Summary and Transition.......................................................................................................... 7.14 For More Information ............................................................................................................... 7.14 Knowledge Check .................................................................................................................... 7.15

Unit 8: Course Summary Introduction ................................................................................................................................ 8.1 Communication Models ............................................................................................................. 8.1 Communicating in an Emergency .............................................................................................. 8.2 Community-Specific Communications Issues ............................................................................ 8.3 Using Technology as a Communication Tool ............................................................................ 8.4 Effective Oral Presentations ...................................................................................................... 8.5 Preparing Oral Presentations..................................................................................................... 8.6 Next Steps ................................................................................................................................. 8.7

Appendix A: Job Aids

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Course Overview

COURSE OVERVIEW

About This Course

Being able to communicate effectively is a necessary and vital part of every emergency manager, planner, and responder's job. This course is designed to improve your communication skills. It addresses:

Basic communication skills.

How to communicate in an emergency.

How to identify community-specific communication issues.

Using technology as a communication tool.

Effective oral communication.

How to prepare an oral presentation.

FEMA's Independent Study Program

FEMA's Independent Study Program is one of the delivery channels that the Emergency Management Institute (EMI) uses to provide training to the general public and specific audiences. This course is part of the Federal Emergency Management Agency's (FEMA's) Independent Study Program. In addition to this course, the Independent Study Program includes courses in radiological emergency management, emergency manager, hazardous materials, and disaster assistance.

FEMA's independent study courses are available at no charge and include a final examination. You may test individually or through group training.

If you need assistance, or if you have questions contact the Independent Study Program.

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COURSE OVERVIEW

FEMA's Independent Study Program

FEMA Independent Study Program Administrative Office Emergency Management Institute 16825 South Seton Avenue Emmitsburg, MD 21727 (301) 447-1200

Information about FEMA's Independent Study Program also is available on the Internet at:

and click on FEMA Independent Study

Final Examination

This course includes a Final Examination, which you must complete and submit to FEMA's Independent Study Office for scoring. To obtain credit for taking this course, you must successfully complete (75% correct) this examination regardless of whether you complete this course through selfinstruction or through group instruction.

You may take the Final Examination as many times as necessary.

Course Completion

Effective Communication has no prerequisites. It is recommended that you complete this course before taking others in the PDS Series, however.

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COURSE OVERVIEW

How To Complete This Course

Work through this course at a pace that is comfortable for you. You should resist the temptation to rush through the material, however. Take enough time with each unit to ensure that you have mastered its content before proceeding to the next.

Knowledge Checks

To help you know when to proceed, each unit is followed by a Knowledge Check that addresses the material contained in the unit. The Knowledge Check asks you to answer questions that apply to what you have learned in the unit. The answers to the Knowledge Check follow each Knowledge Check.

When you finish each exercise, check your answers, and review the parts of the text that you do not understand. Do not proceed to the next unit until you are sure that you have mastered the current unit.

When you have completed all of the units, complete the final exam online, or use the answer sheet (if provided in your course packet). EMI will score your test and notify you of the results.

Begin the Course

You may begin the course now.

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