Interpersonal Communications in the EOC
-
Upload
sarah-k-miller -
Category
Business
-
view
66 -
download
1
Transcript of Interpersonal Communications in the EOC
![Page 2: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/2.jpg)
Requirement “of the job”. • Some job description examples?
What does that really mean?
![Page 3: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/3.jpg)
1. The sender sends a message.• What methods?
![Page 4: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/4.jpg)
2. The receiver gets the message and
personalizes it.• What does it mean to “personalize” the message?
![Page 5: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/5.jpg)
3. The receiver, in turn, sends feedback and
thus becomes a sender.• What kind of feedback?
![Page 6: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/6.jpg)
4. The original sender now becomes a
receiver and reacts to the feedback.
![Page 7: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/7.jpg)
5. A new communication sequence is then
initiated.
![Page 8: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/8.jpg)
Examples
![Page 9: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/9.jpg)
How does communication in our work
environments change in emergency
situations?• Unfamiliar people
• Unfamiliar duties
• Lack of information
• Too much information
• Time sensitive decisions
![Page 10: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/10.jpg)
Find a buddy
Tell them about a misunderstanding you
had that occurred in an emergency
situation (or leading up to an emergency
situation).
Identify/discuss where in the 5 steps the
misunderstanding occurred and how it
might have been prevented.
![Page 11: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/11.jpg)
1. Sender sends the message
2. Receiver receives the message
3. Receiver provides feedback to the sender
4. Sender becomes the receiver and listens
5. Process repeats
![Page 12: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/12.jpg)
Successful communication requires active
listening
Examples of things people do that show
they are not actively listening?
![Page 13: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/13.jpg)
1. Decide to listen and concentrate on the speaker.
2. Imagine yourself in the speaker’s situation3. Observe the speaker’s vocal
inflection, enthusiasm or lack of it, and style of delivery.
4. Listen without interruption. 5. Paraphrase or ask clarifying questions to
confirm that you received the intended message.
6. Provide feedback to the speaker.
![Page 14: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/14.jpg)
Emotional interference. Defensiveness. Hearing only facts and not feelings. Not seeking clarification. Hearing what is expected instead of what is said. Stereotyping. The halo effect (i.e., the tendency for something to
be influenced by a loosely associated factor.). Automatic dismissal (e.g., “We’ve never done it
that way before.”) Resistance to change.
![Page 15: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/15.jpg)
Make eye contact
Adjust your body posture
Give acknowledgement
Clear your mind
Avoid distracting behaviors
![Page 16: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/16.jpg)
Attitudes Information LevelsCommunication skillsSocial SystemsSensory ChannelPrevious experiencesCulturesGenderGenerational
Differences create extra challenges!
![Page 17: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/17.jpg)
Stress
Change of Routine
Lack of sleep
![Page 18: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/18.jpg)
Opportunity for effective
communication is built-in to
the Planning P.
• It’s up to you to put it to good
use though!
![Page 19: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/19.jpg)
In the context of an EOC environment,
• What are some good communication habits you
have established?
• What are some less-than-good communication
habits you have established?
![Page 20: Interpersonal Communications in the EOC](https://reader033.fdocuments.us/reader033/viewer/2022060205/55a197481a28ab36658b456c/html5/thumbnails/20.jpg)
What can you change in your EOC
procedures that will help support effective
communication?