Description:
The content discusses the communication process and the vital role of communication as it relates to public safety telecommunicators. It also familiarizes telecommunicators with the basic communication factors, strategies, and techniques for becoming a more effective communicator. In particular, the importance of speaking and listening skills are discussed. It discusses why professional telecommunicators must be aware of the barriers and challenges that influence their reactions and responses.
Objectives:
RECALL characteristics of intrapersonal and interpersonal communication.
IDENTIFY key points to the primary purpose of the public safety communicator.
IDENTIFY reasons telecommunicators need to understand the communication process.
IDENTIFY seven elements of the communication model.
IDENTIFY factors that contribute to effective communication.
RECALL the difference between supportive and defensive communication climates.
RECALL the importance of effective speaking skills.
IDENTIFY techniques to improve speaking skills.
RECALL the importance of effective listening skills.
IDENTIFY types of listening.
IDENTIFY techniques to improve listening skills.
IDENTIFY the role of perception in communication.
IDENTIFY the biases and prejudices that are common barriers to communication.
IDENTIFY the self-image issues that are common barriers to communication.
IDENTIFY common communication challenges.
