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176 Cards in this Set
- Front
- Back
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Name the three general communication skills:
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1. speaking - public speaking at briefings
2. writing - letters of appreciation, bullet statements 3. interpersonal skills - confronting inappropriate behavior |
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Which of the following supervisory skills is related to supervisory communication skills?
A. detect/correct conduct and behavior B. provide career counseling C. appropriately recognize and reward subordinates D. all of the above |
a. detect/correct conduct and behavior
b. provide career counseling c. appropriately recognize and reward subordinates D. ALL OF THE ABOVE |
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The basic communication process requires 4 elements:
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1. sender - originator of the communication process
2. message - idea, feeling, or information the sender tranfers 3. reciever - target of the sender's message 4. feedback - reaction to the message |
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T or F, senders must fight for feedback to ensure their message was received as intended?
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True
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Flow of communication occurs in 3 directions:
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Upward - chain of command
Downward - from upper level management to subordinates Lateral - between organizations |
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T or F, the sender is solely responsible for effective communication?
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False, both sender and receiver
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Name the 3 phases of effective communication:
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DIAGNOSE communication needs
PREPARE the communication DELIVER the message |
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Steps to diagnosing communication needs:
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1. general purpose
2. select/narrow topic 3. specific objectives 4. analyze audience 5. defining parameters |
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To direct, inform, persuade, and inspire are all examples of what part of diagnosing communication needs?
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general purpose of communication needs
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One way to narrow a topic is to:
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list all aspects of a broad topic on a sheet of paper
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What the communicator intends to direct, inform, persuade, or inspire his audience with?
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general purpose objective of the communication
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Age, sex, experience, educational level, occupational skills, and goals are all factors one must consider when analyzing the?
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receiving audience
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The amount of time allowed, level of formality, and tone of the communication are __________ of communication task.
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parameters
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Researching, developing support, organizing, drafting, and editing are all part of:
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preparing a communication
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Sharing examples of past incidents resulting from someone failing to do his/her job is an example of?
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Clarification support
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What is proof support and when might it be useful?
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Proof support is statistics and is useful in briefs on safety, suicide prevention, and work center effectiveness.
Testimonials and quotes from renowned experts is also considered proof support |
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Integrating and qualifying sources means?
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Simply citing or giving credit to the original author of the thought or phrase used in your paper or speech to prevent plagiarism and provide credibility
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List the steps of organizing a communication:
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1. selecting a suitable pattern
2. defining main and support points 3. constructing an outline 4. transitioning b/t main points |
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Name at least 3 types of patterns of communication:
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1. time/chronological
2. spatial/geographical 3. cause/effect 4 topical 5. reason 6. problem/solution |
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A shop chief wants to convince the superintendent to increase his supply budget to cover an unexpected increase in the cost of cleaning supplies is an example of what type of patterning?
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Reasoning pattern
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An ________ provides a brief visual overview of your presentation to ensure it is the best sequence of ideas and that it has a logical arrangement.
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outline
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Transitions show connections between ideas. A good formula for making transitions is to:
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RESTATE the current main point
RELATE the current main point to the new INTRODUCE the new main point |
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In a draft, your objective is to?
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get ideas down on paper, not focused on perfection
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The _____________sets the stage and tone of your message.
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introduction
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The _________ __________ is the one sentence you would keep if you only had one. It specifically states your thesis or main point.
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purpose statement
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This part of the introduction clearly presents your main points, previews your paragraph sequence, and ties your main points to a purpose:
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overview
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When editing your draft, you should read through your draft three times. Explain what the purpose of each reading:
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First reading - focuses on arrangement and flow, the big picture
2nd reading - unity of focus, topic sentences, and structure 3rd reading - sentences, phrases, and words (grammer) |
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Which of the following is not an example of general purpose?
A. inspire B. inform C. convince D. direct |
D. direct
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The best way to narrow a topic is to:
A. list all of the major aspects of a broad area B. include all significant and insignificant details C. ask the audience to prioritize the subtopics for you |
A. list all of the major aspects of a broad area
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Analyzing your audience step includes analyzing the sending, receiving, and external audiences, T or F?
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False only sending audience and receiving audience
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Describe the order of the sources of your research plan:
A. others, yourself, reference sources B. yourself, others, reference sources C. reference sources, others, yourself D. none of the above |
B. yourself, others familiar with the subject, and reference sources
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The two most common barriers to communication are:
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Organizational barriers and psychological barriers
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Duty schedules, floor layouts, jet engine noise, operations tempo, and improper management all examples of:
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Organizational barriers
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The way people think, reason, and feel are all examples of what type of communication barrier?
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Psychological
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The greatest and most common type of language barrier is the lack of:
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Common core of experience - meaning the core experience of the sender is much greater than the receiver, aka "your talking over my head"
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A two-way exchange of messages is called a_________. Continuous sending and receiving of messages is called a ________. When all parties have both permission and freedom to openly express themselves about the issue being discussed, it is called?
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interaction
transaction multi-directional exchange |
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_________ and ___________ are critical to both the sender and receiver side of communication.
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self awareness and mutual understanding
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Rate, diction, tone, rhythm, fluency, volume, and quality are all examples of:
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Paralanguage or the way we say things - can be as important as what we are saying
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Non-verbal communication can be:
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facial expressions, posture, hand signals, and other actions which convey a message without words
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The amount of space b/t you and the person you are communicating with can make a big difference in the outcomes of the communication:
0 - 18 inches = 1.5 to 4 ft = 4 to 12 ft = 12 ft and beyond = |
intimate
personal social public |
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Talking to coworkers about work assignments, discussing your weekend activities with peers, and confronting another airmen are all examples of what type of communication situation?
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peer-to-peer interpersonal communication situation
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Evaluating performance and providing feedback is an example of what type of communication situation?
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supervisor-subordinate interpersonal communication situation
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A relationship based on honesty, mutual respect, openness, and commitment is called a:
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helping relationship
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Name 3 ways to improve 2 way communication with subordinates:
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Any of the following:
- speak in terms a subordinate will understand "don't baffle with your brilliance" - help subordinate explore the problem/decision situation - frequently summarize info discussed - maintain objectivity and express acceptance - use open ended questions |
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Name some ways to make one-way communication (i.e. a reprimand) more effective:
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- choose the proper time, usually as soon as possible after a poor behavior
- focus on the unwanted behavior not the person - subordinate should understand they made a mistake but end the session letting them know they are still valuable - end the session on a positive note |
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Determining your approach, preparing the communication, and preparing the environment are all:
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pre-session activities
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3 steps for effective opening skills are:
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- establish rapport with confidence and ease - can be a simple greeting and inquiry about his/her well-being
- clearly define the purpose and objectives - use words and demeanor that define a helping relationship |
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Attending skills means being an active participant in the conversation, name some effective attending skills:
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- eye contact
- appropriate body posturing - gestures to convey understanding - reception of verbal/nonverbal cues is conveyed by acceptance and support |
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Responding skills refers to what you say, how you say it, and how you behave in response to a subordinates verbal and nonverbal messages. Responding skills can be broken down into 4 elements:
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- questioning
- reflecting - summarizing - silence |
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5 types of skills used during an effective communication session with a subordinate are:
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opening skills
attending skills responding skills resolving skills closing skills |
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4 steps to effective closing skills are:
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- summarize
- restate/reinforce - promote a positive outlook - close |
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After a communication session with a subordinate, a big part of the post session activity is documenting the session. Two Air Force forms commonly used are:
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AF form 931 - performance feedback worksheet
AF form 174 - record of individual counseling |
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Which of the following is NOT one of the 5 basic rules for documenting a session with a subordinate:
A. record problems accurately B. record the cause of the problem C. record actions that are planned or taken D. record the tone of your subordinates attitude E. record follow-up actions as they occur |
D. record the tone of your subordinates attitude - 5th rule is record only pertinent facts
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After documenting a session, what must be done to ensure a desired outcome happens?
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follow-up on the session
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T or F, follow-up actions are the end of the interpersonal sessions model?
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F, follow-up actions may require you to go back to the beginning steps of the session model, i.e. diagnosing and preparing, if it is determined that communication was very ineffective
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One of the best ways to develop a trusting relationship is to keep information _________.
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confidential
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The 3 general steps for overcoming interpersonal communication limitations and barriers are?
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Take action - if time is a limitation then schedule a time when you can't be interrupted
Accept limitations - know your own limitations Referrals - use outside assistance when needed |
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Name a few common resources you can use a referral source:
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your supervisor
1st sergeant chaplains mental health facilities legal assistance financial assistance education centers |
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T or F, when referring someone out for help it is important to refer to an agency versus a specific person?
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F, giving a specific contact is important, be sure your information is accurate, ask for permission to pass information to the referring agency, keep in touch and stay involved with your subordinate through the process
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3 basic work center climates effect work center interpersonal communication:
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dehumanized climate
over-humanized climate situational climate |
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Supervisors create this type of climate by withholding information, not only telling subordinates what to do but how to do it, and they keep each person competing for their favor:
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dehumanized climate - shows a general lack of trust
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In this climate, human relationships are given more importance than organizational objectives:
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over-humanized climate - can be just as damaging as dehumanized
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This approach/climate allows individual needs and organizational goals to coexist:
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situational climate
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Two resources to find air force correspondence and formats is?
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AF 33-326 Preparing Official Communications
AF 33-337 The Tongue and Quill |
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In an official memorandum, the date should be in the top _______ corner 10 lines or ___ inches from the top and __ inch from the side.
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right
1.75 inches 1 inch side margins |
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Which of the following is the proper date format for a memorandum?
A. 02/24/12 B. 02/24/2012 C. February 24, 2012 D. 24 February 2012 |
D. format is day month and then year
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Type the MEMORANDUM FOR line ___ inches from the top of the page or 14 line spaces, or if no official seal is used then 2 inches or ___ lines.
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2.5 inches
11 line spaces |
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T or F, the FROM element of a memorandum should contain the full address of the originating corresponder unless already printed in the letterhead?
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True
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T or F, you should number or letter each paragraph in a memorandum?
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True
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T or F, you should number or letter paragraphs in a personalized letter?
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False
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T or F, MEMORANDUM FOR, FROM, and SUBJECT elements are used in a personalized letter?
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false
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List the font settings and margin settings for both memorandums and personalized letters:
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10-12 font, 1 inch left, right, and bottom margins, 1.75 inch top margin
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_____space between lines in a paragraph, ____ space between paragraphs.
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single
double |
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The greeting is normally "______" in a personalized letter and the complimentary close is usually "_______"
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Dear
Sincerely |
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The complimentary close of a personalized letter is usually ___ line spaces below the text and ___ spaces to the right of the page center.
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2
3 |
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T or F, for both memorandums and personalized letters, you should type or print on both sides of the paper in black or blue-black ink?
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True
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In a personalized letter, the return address is listed ___lines below the date flush with the left margin, the "to" address is ___lines below that, and the salutation is __lines below the "to" line.
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4
3 2 |
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Which of these is correct?
The SUBJECT element... A. is mandatory for official memorandums and personalized letters. B. is placed 4 lines spaces below the last line of FROM element. C. identifies the issues or topic. |
A. wrong because it's not mandatory in personalized letters
B. is 2 lines not 4 C. CORRECT |
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What do the bold words represent?
SALLY went to the store, SHE was sad because it was closed. |
sally is the antecedent of the pronoun she
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This, that, these, those, and such are examples of ______ pronouns.
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demonstrative pronouns - "that's cool" referring to something that just happened. "those steaks" referring to the one's I just took off the grill
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Relative pronouns tie together _____ and _____.
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subject and verb, i.e. "the laborer who works usually earns the most"
who ties laborer to works Relative pronouns: who, whoever, which, and that |
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____ pronouns function as nouns and do not substitute for specific nouns.
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indefinite pronouns, i.e. everybody/everyone, anybody/anyone, somebody/someone, all, each, every, some, one, none
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An intensive pronoun consist of a personal pronoun with ____ or _____ tacked to the end of it. Give examples
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self or selves i.e. myself, oneself, ourselves
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Reflexive pronouns take the same form of intensive pronouns (ourselves, myself) but they indicate that:
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the subject of the sentence also receives the action of the verb
i.e. Jack, Jill, and I have dedicated ourselves |
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T or F, pronouns don't necessarily have to agree with the antecedent in gender, pluralization, etc.?
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False, you can't use a singular pronoun to describe an antecedent that is plural or a male pronoun that may describe a female antecedent
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This part of speech describes in what manner, when, why, and how much something is:
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adverb - describes a verb, adjective, or other adverb. i.e. speak CLEARLY, VERY generous, TOO abruptly
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Give an example of an adjective:
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The ANCIENT mosque.
ancient (adj.) describes mosque (noun) |
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The _______ consist of words stating what the subject is doing or what is being done to the subject.
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predicate - all the words after the verb
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The complete subject includes:
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all words that precede the verb- MASTER SERGEANT JONES is the complete subject
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A subject and it's verb must:
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agree in number and in person
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Explain why the singular verb SATISFIES is correct to use in this sentence:
"Neither the cupcakes or the hot cocoa SATISFIES their hunger" |
If both singular and plural subjects are used, the verb should agree with the closest subject. SATISFY agrees with cocoa (singular)
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T or F, a subject comprising of singular elements joined by OR, NEITHER...NOR, EITHER...OR, OR NOT ONLY... BUT ALSO takes a singular verb.
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True, i.e. Peter, Paul, OR Mary IS responsible.
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The following indefinite pronouns require ________ verb: each, either, neither, one, other, another, anyone, someone, everyone, somebody, anybody everybody, nobody, anything, something, everything, nothing, and much.
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singular verb
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Both, few, many, others, and several are indefinite pronouns that require a _______ verb.
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plural verb
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A _______ is a group of words with a subject and a predicate that can either function as a complete sentence or as part of a sentence.
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Clause
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This type of clause does not make sense on it's own and would actually be a fragment if left on its own:
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dependent clause - can often be moved around in the sentence
- usually begins with words like WHILE, WHENEVER, WHEN, AS, AS SOON AS, AFTER, SINCE, and UNTIL |
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The wording in caps is:
We went to Burger King for breakfast AS SOON AS WE FINISHED PT. |
A dependent clause because AS SOON AS WE FINISHED PT can not stand on its own as a sentence.
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WE WENT TO BURGER KING FOR BREAKFAST, but THE RESTAURANT WAS CLOSED.
The words in caps represent two? |
independent clauses because each could be it's own sentence.
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T or F, the phrase "wait!" is a complete sentence?
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True, because the subject "you" is implied.
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An _________ sentence is essentially a group of words that lacks either a verb or a subject and depends on the rest of sentence for its complete meaning.
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incomplete sentence or sentence fragment
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A _______ is a verb that has taken a present tense (usually by adding "ing") or a past-tense form (usually by adding "ed"). They function as adjectives to modify nouns and pronouns.
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participle - "CRUNCHING on caramel corn" is an example of a present participle phase. On its own it doesn't make sense but it can be combined with a complete sentence.
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A __________ connects a noun or pronoun to another word in a sentence (i.e., on, above, at, beyond, for, under).
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preposition
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A ________ is a verb that has been transformed into a noun usually by adding "-ing " to the ending.
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gerund
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An _______ is a word or phase that renames a nearby noun.
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an appositive - i.e. As an adult, Dr. peters recalled the year he received a microscope, THE BIRTHDAY GIFT THAT EXPOSED HIM TO THE STUDY OF MEDICAL SCIENCE.
the phrase in bold renames the microscope and by itself is a sentence fragment. |
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T or F, an incomplete sentence can occur by combining two independent clauses but the coordinating conjunction (and, but, or) has been omitted.
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True, this is called a comma splice
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If comma splice occurs before a conjunctive adverb (therefore, furthermore, although), the comma should be replaced by a?
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semicolon
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Give an example of active and passive voice: Which is preferable in writing?
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Active voice - The goalie slapped the puck away from the net (The subject, goalie, is performing the action)
Passive voice - The puck was slapped away from the net by the goalie (the subject, puck, is being acted upon) Active voice is usually preferable |
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______ are words or groups of words that add to or limit another words meaning.
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modifiers
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There are two main classes of modifiers:
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adjectives and adverbs
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Neither mike nor ____ enjoy chocolate chip cookies.
A. I B. me |
A. I (the subjective form of the pronoun is needed)
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No one on the tour knew ______ way from the bus station to the hotel.
A. their B. his or her |
B. his or her (since "no one" is singular)
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He agonized so much about ______ he should support for the election that he forgot to vote.
A. who B. whom |
B. whom
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Everybody ______ agreed that none _____ to be forgotten.
a. has, is/are b. have, are c. have, is |
a. has, is/are
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_____ instructors must adhere to the principles of grammar.
a. us b. we |
b. we
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Tom is the only one of the flight cadets who ______ exceeded all expectations.
a. has b. have |
a. has
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The teachers and their principle ______ been summoned to the main office.
a. have b. has |
a. have
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The coach and players each _____ for a new arena this season.
a. hope b. hopes |
a. hope
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_____ Jill or her brothers driving to the beach Saturday?
a. is b. are |
a. is
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The tornadoes that criss-cross Alabama every year ______ substantial damage.
a. cause b. causes |
a. cause
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Right after the Christmas holidays and 2 weeks before class begins in January.
a. this sentence is written correctly b. this is a fragment. Place a comma after January and finish the sentence. |
b.
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Annabel realizes the error in her logic, but she is going through with it anyway.
a. this sentence is written correctly b. this is fragment, we are missing part of the verb |
a.
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Which of the following punctuation marks may be used to repair a sentence fragment?
a. comma, semicolon, exclamation point b. comma, colon, semicolon |
b
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A complete sentence must contain at least ________.
a. one word. b. two words |
a.
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Repair the following sentence by rewriting it.
The cat jumped from step to step, it gracefully landed with each jump. |
The cat jumped from step to step. It gracefully landed with each jump.
or The cat jumped from step to step, and it gracefully landed with each jump. |
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Jim is a very lucky "person he" never seems to get sick.
a. this sentence is correct b. person, he c. person; he |
c. two independent clauses should be connected by a semicolon
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The movie begins at "8:00 make" sure you arrive at 7:45.
a. this sentence is correct b. 8:00, make c. 8:00. Make |
c. you could also correct with a comma and the conjunction "so"
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Tina knew her way around "Manhattan this" is something she could always rely on.
a. this sentence is correct b. Manhattan; this c. Manhattan, this |
b. two independent clauses that are clearly related so must be separated by a semicolon
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T or F, quarterly and annual award winners are primarily chosen on the merits of well-written bullet statements?
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True
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_______ is an accurate, brief, and specific "bottom line" of an idea or of a single accomplishment with its associated impact.
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A bullet statement - used in performance reports and award nominations
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What are the ABC's of bullet statements?
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A ccuracy
B revity C pecifity |
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________ is a concise written statement of a single idea or concept. It cannot delineate from that idea or concept.
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single idea bullet
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________typically are used in work performance reports such as EPRs, OPRs, and award submissions.
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Accomplishment-impact bullets
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List the 3 accomplishment-impact bullet variations:
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action verb
modified verb specific achievement |
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The following is an example of what type of accomplishment-impact bullet:
DEVELOPED new costumer sign-in log reducing customer complaints by 35%. |
action verb - starts with a strong action verb -DEVELOPED - ends with a stated impact element - reduced customer complaints by 35%
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The following is an example of what type of accomplishment-impact bullet:
CONSISTENTLY exceeded dress and appearance; recieved squadron Sharp Airmen Award |
Modified verb - starts with an adverb to put emphasis on the verb - CONSISTENTLY (adverb) modifies exceeded
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The following is an example of what type of accomplishment-impact bullet:
Wing NCO of the Quarter for Jul-Sep 2004 |
specific achievement bullet - used to describe professional development or personal attainment. The impact is implied but not stated.
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The steps below describe what process?
EXTRACT the facts BUILD the structure STREAMLINE |
Steps to writing an accomplishment bullet statement
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Extract the facts: list specific information that should be gathered for an accomplishment bullet statement:
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-list specific actions the person performed
-"power verbs" that describe each action (repaired, installed, etc.) -as much numerical data as possible (items fixed, money saved, dollars generated) - info on how the accomplishment impacted the big picture (work center, mission, air force ) |
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What question should you ask while sorting information gathered to write an accomplishment bullet statement?
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"Is this bit of information solidly connected to this single accomplishment?"
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What acronym should you remember while building the structure of an accomplishment bullet statement?
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AIM HIGH
Accomplishment Impact Mechanics Essentially connect the accomplishment with its impact while using proper grammar mechanics |
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Name two common ways to connect an accomplishment to its impact in a bullet statement:
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Use the "ing" form of words like ensuring
connect with a semicolon |
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Explain how you would connect to separate impact points to its accomplishment in a bullet statement.
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- You would have one dash for the accomplishment
-- then double dash the sub bullets -- one for each impact |
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What does the acronym ABS stand for when talking about streamlining information for the final product of a bullet statement?
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A ccuracy - don't embellish info
B revity - use the smallest most accurate words S pecifity - determine exact amounts ($, quantities, etc.) |
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Two ways to make bullet statements more brief:
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1. replace lengthy words with shorter, clearer, more common, and powerful terms
2. reduce the number of fluff or filler words |
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Put these steps for writing bullet statements in order:
a. define the accomplishment b. check for accuracy, brevity, specifity c. gather the information d.connect the accomplishment and impact elements e. sort the information |
c,e,a,d,b
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What's wrong with the bullet statement below?
- Significantly decreased customer complaints |
Does not contain an accomplishment, only an impact
Significantly is not specific enough, give accurate specific numbers of the complaint reductions |
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What's wrong with the bullet statement below?
- Completed 25 reports 10 days ahead of schedule |
states an accomplishment but no impact
not specific - what reports? |
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When checking a bullet statement's mechanics, what besides the list below should you look for?
- free of capitalization errors - free of spelling errors - free of punctuation errors - free of word choice errors |
- free of personal names or pronouns
- contains properly arranged accomplishment and impact elements - did it start with an action verb or modified verb? |
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3 most common public speaking events in the military:
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briefings
teaching lectures speeches |
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3 most common types of speeches:
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informative speech
persuasive speech entertaining speech |
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4 different types of speech presentation:
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memorizing
manuscript impromptu extemporaneous |
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The most widely used technique of effective public speakers is?
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extemporaneous - well prepared, well rehearsed, outline format for a speech
permits the speaker to adhere to two vital needs of effective speaking: adequate preparation and a lively sense of communication |
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It's major purpose is to tell about a mission, operation, or concept:
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a briefing
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T or F, definitions are used as proof support to persuade someone of what you're saying?
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false
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T or F, to properly use proof support, you should introduce the sources at eh end of your presentation?
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false, mentioning your sources throughout lends credibility to what you are saying
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When considering a visual aid, you should decide whether or not the aid is ___________, ____________, and ___________.
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simple, relevant, and worth the time to create
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To properly integrate your supporting information, you should:
a. introduce the source during the briefing b. explain qualification and expertise of the source you're using c. both a and b d. none of the above |
c. both a and b
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Keyword outlines should be divided into the main parts:
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introduction, body, and conclusion
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Effective transitions consist of _________, ___________, and ___________.
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restate, relate, and introduce
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Why should you use transitions?
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signal to the audience that you are progressing to a new point, and important for maintaining the continuity of the info being given
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T or F, to deliver an effective briefing, DO NOT restate the purpose in the conclusion.
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false
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One of the most important ways to communicate with your audience is?
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eye contact
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Some positive uses of body movement during speeches are?
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to punctuate, direct attention, and aid communication
do not rock, sway, parade, rest/prop, etc. |
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A good speaking voice has:
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quality, intelligibility, and variety
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Factors that effect speech intelligibility:
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articulation or clarity of speech
pronunciation vocalized pauses - ah, ah, ahhh overuse expressions - "ok", "like", "you know" substandard grammar |
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___________ is defined as the emergence of distal, computerized or networked information and communication technologies.
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new media
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Which is not an example of an emerging channel of communication?
a. blog b. podcast c. cable television d. twitter |
c. cable television
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Social bookmarking site
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Digg
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Blog search engine
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technorati
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"friend" networking site
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Facebook
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Military blog
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365 and a wakeup
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Air Force YouTube
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Blue Tube
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In reference to blogs and blog posting, "stay in your own lane" means:
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discussing only issues related to your AFSC or personal experiences
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Air Force Culture of Engagement is defined as?
a. a set of rules for dealing with terrorist organizations b. an online cultural sensitivity course c. a communication of a positive image of the Air Force |
c. a communication of a positive Air Force message
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What is the strategic impact of modern communication?
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it allows communicators to shape the information battlefield
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OPSEC constraints to modern communication include:
a. geotagging b. cyber criminals c. rumors d. both a and b e. all of the above |
d. both a and b
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