Interpersonal Communications in the EOC
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Transcript of Interpersonal Communications in the EOC
Requirement “of the job”. • Some job description examples?
What does that really mean?
1. The sender sends a message.• What methods?
2. The receiver gets the message and
personalizes it.• What does it mean to “personalize” the message?
3. The receiver, in turn, sends feedback and
thus becomes a sender.• What kind of feedback?
4. The original sender now becomes a
receiver and reacts to the feedback.
5. A new communication sequence is then
initiated.
Examples
How does communication in our work
environments change in emergency
situations?• Unfamiliar people
• Unfamiliar duties
• Lack of information
• Too much information
• Time sensitive decisions
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.
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
Successful communication requires active
listening
Examples of things people do that show
they are not actively listening?
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.
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.
Make eye contact
Adjust your body posture
Give acknowledgement
Clear your mind
Avoid distracting behaviors
Attitudes Information LevelsCommunication skillsSocial SystemsSensory ChannelPrevious experiencesCulturesGenderGenerational
Differences create extra challenges!
Stress
Change of Routine
Lack of sleep
Opportunity for effective
communication is built-in to
the Planning P.
• It’s up to you to put it to good
use though!
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?
What can you change in your EOC
procedures that will help support effective
communication?
