Effective Communication - FEMA

1 Effective Communication Independent Study December 2005 FEMA TABLE OF CONTENTS Effective Communication Page i Page Course 1 Unit 1: Course Introduction Introduction .. Unit 1 Objectives .. Course Course Overview .. Communicating Activity: If I Could Do It Over Various Groups Respond Differently .. Activity: Personal Learning Goals .. Summary and Transition .. Personal Learning Goals .. Unit 2: Basic Communication Skills Introduction .. Unit 2 Objectives .. Communication Models .. Communication Is a Two-Way Process.

2 Listening Activity: Listening Self-Assessment .. Hearing vs. Listening .. Active Practice Active Roadblocks to Effective Listening .. Tips for Active Communication Variables .. Activity: Communication Habits .. Summary and Transition .. Knowledge Check .. Unit 3: Communicating in an Emergency Introduction .. Unit 3 Objectives .. Characteristics of Emergency Communications .. Types of Communication .. Recent Changes to Emergency Planning Summary and Transition .. For More Information .. Knowledge Check .. TABLE OF CONTENTS Effective Communication Page ii Page Unit 4: Identifying Community-Specific Communication Issues Introduction.

3 Unit 4 Objectives .. Why Traditional Messages Don t Always Work .. Case Study : Town Meeting .. Activity: Analyzing Community-Specific How To Recognize When a Message Isn t Being Case Study : What Did I Do Wrong? .. Improving Communication With the Community .. Activity: Personal Improvement Goals .. Summary and Transition .. For More Information .. Knowledge Check .. Unit 5: Using Technology as a Communication Tool Introduction .. Technology as a Combining High-Tech and Low-Tech Case Studies in Choosing and Combining Communication Technologies.

4 Summary and Transition .. Knowledge Check .. Unit 6: Effective Oral Communication Introduction .. Unit 6 Objectives .. Matching Communication to Message and Audience .. Activity: Matching the Message .. Oral Communication with Mass Media .. Success Tips for Media Interviews .. Nonverbal Cues .. Nonverbal Clusters .. Case Study : Mixed Signals .. Activity: Nonverbal Behaviors .. Cross-Cultural Meanings of Nonverbals .. Humor .. Effects of Failed Humor .. Activity: Body Language .. Activity: Public Summary and Transition .. For More Information.

5 Knowledge Check .. TABLE OF CONTENTS Effective Communication Page iii Page Unit 7: Preparing Oral Presentations Introduction .. Unit 7 Objectives .. Speech Anxiety .. What Makes a Good Oral Presentation? .. Types of Presentations .. Case Study : Emergency Messages: Informational or Motivational?.. Case Study : Protecting Animals During Natural Disasters .. Summary and Transition .. For More Information .. Knowledge Check .. Unit 8: Course Summary Introduction .. Communication Models .. Communicating in an Emergency .. Community-Specific Communications Issues.

6 Using Technology as a Communication Tool .. Effective Oral Presentations .. Preparing Oral Next Steps .. Appendix A: Job Aids Course Overview COURSE OVERVIEW Effective Communication Page 1 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.

7 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 radiologicalemergency management, emergency manager, hazardous materials, anddisaster assistance.

8 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. COURSE OVERVIEW Effective Communication Page 2 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 submitto FEMA s Independent Study Office for scoring.

9 To obtain credit for taking this course, you must successfully complete (75% correct) this examination regardless of whether you complete this course through self-instruction 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. COURSE OVERVIEW Effective Communication Page 3 How To Complete This Course Work through this course at a pace that is comfortable for you.

10 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.