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Instructor — Lesson 4
Fire and Emergency Services
Instructor, 7th Edition
Chapter 4 — Effective Interpersonal
Communication
Learning Objectives
1. Identify facts about the elements of
interpersonal communication.
2. List the purposes of interpersonal
communication.
3. Identify facts about the verbal component
of interpersonal communication.
(Continued)
Instructor
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Learning Objectives
4. List verbal skills improvement guidelines.
5. Describe the main elements of kinesics.
6. Identify guidelines for improving nonverbal
communication.
(Continued)
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Learning Objectives
7. Identify components of the listening
process.
8. Identify ways to improve listening skills.
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Interpersonal Communication
• Consists of:
– Casual language
– Casual nonverbal clues
– Frequent changes of the
speaker and listener roles
– Spontaneity
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Elements of Interpersonal
Communication
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Sender
Message
Medium or channel
Receiver
Feedback to the sender
Interference
(Continued)
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Elements of Interpersonal
Communication
• Sender—Originates a message by encoding
or turning thoughts and mental images into
words
• Message—Elements may by auditory, visual,
tactile, olfactory, gustatory (tasted), gestural
(a motion), or a combination of these items
(Continued)
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Elements of Interpersonal
Communication
• Medium or channel—Path that the message
takes between the sender and receiver
(Continued)
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Elements of Interpersonal
Communication
• Medium or channel
– Usually face-to-face
– Often conveyed by other
means
– Clear-text is preferred
approach to radio
communication
(Continued)
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Elements of Interpersonal
Communication
• Receiver—Receives the message and
decodes or interprets it; frame of reference
depends on:
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Education
Cultural background
Perception
Attitude
Context
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(Continued)
Elements of Interpersonal
Communication
• Feedback—The response is important to the
continuation of the conversation
– Message’s effect will be obvious by feedback
– When positive, desired result achieved
– When negative, confrontation or
misinterpretation may result
(Continued)
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Elements of Interpersonal
Communication
• Interference—Factors that prevent the
receiver from fully receiving a message
– Internal
– External
• Interference is not essential for interpersonal
communication to occur
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Purposes of Interpersonal
Communication
• Learning—Acquire knowledge or skills
• Relating—Establish or maintain a relationship
• Influencing—Control, direct, or manipulate
behavior
• Playing—Create a diversion and gain
pleasure or gratification
• Helping—Minister to the needs of another
person
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Verbal Component
• Words are abstract
• Instructors must select and use words that
accurately symbolize the image they are
trying to convey
– Be aware of audience or listener
– Avoid technical language or fire service jargon
when speaking with those outside the
profession
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Stereotypes
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Gender
Ethnicity
Age
Religion
Political association
Education
Regional background
(Continued)
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Stereotypes
• Avoid words that draw attention to
classifications
• Use of stereotypes creates perception of
hostile work environment
• Slurs, innuendos, name calling, and
inappropriate jokes and comments are no
longer accepted or tolerated.
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Verbal Skills Improvement
• Engage in dual perspective
• Take responsibility for personal feelings and
thoughts
• Show respect for the feelings and thoughts of
the other person
• Try to gain accuracy and clarity in speaking
(Continued)
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Verbal Skills Improvement
• Be aware of any special needs of the receiver
• Avoid speaking or addressing a problem
while angry or emotional
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Kinesics
• Eye contact—Must be appropriate to the
situation, relationship, and culture
• Facial expression—Must match verbal
message
(Continued)
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Kinesics
• Gestures—Allow
listener to understand
speaker more clearly
Courtesy of MFRI.
(Continued)
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Kinesics
• Posture—Sit or stand erect to convey selfconfidence and authority
• Poise—Gained by mastering the skills of
interpersonal communication
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Improving Nonverbal
Communication
• Eye contact
– Learn to maintain eye contact while speaking
– Modify when appropriate
• Facial expression—Match the facial
expression to the message
• Gestures—Identify and control gestures that
are annoying or distracting to others
(Continued)
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Improving Nonverbal
Communication
• Poise—Create poise by building selfconfidence
• Vocal characteristics—Use appropriately
• Vocal interferences—Eliminate filler words
• Personal appearance—Professional at all
times
(Continued)
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Improving Nonverbal
Communication
• Touch—become conscious of the effect touch
can have on others
• Proximity—Be aware of the cultural
differences that determine the use of space
and apply it appropriately
• Use of time—Adjust based on individuals and
groups who are being dealt with
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Listening Process
• Attending
– Paying attention to the message
– Improving the attending step:
– Be ready to listen
– Listen to the complete message
– Maintain eye contact
(Continued)
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Listening Process
• Understanding
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Decoding the message
Organizing the message into a logical pattern
Observing nonverbal clues
Asking questions
• Paraphrasing
– Restating the message in different words
– Use when message is important
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(Continued)
Listening Process
• Remembering
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Critical for message to have correct effect
Repeat information
Take notes
Use mnemonics
(Continued)
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Listening Process
• Evaluating
– Critically analyzing message
– Separate facts from opinions
– Facts—Verifiable data that can support the
decision-making process
– Opinion—A generalization that may not be
verifiable without additional data
(Continued)
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Listening Process
• Responding
– Completes the communication process
– An exchange of roles has occurred
– Needs to be both verbal and nonverbal
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Improving Listening Skills
• Practice
– Take notes
– Focus
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Ask questions or paraphrase
Remove barriers to listening
Identify potential barriers
Overcome psychological barriers
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Summary
• Effective interpersonal communication is vital
in fire and emergency services. Interpersonal
communication consists of six elements:
sender, message, medium or channel,
receiver, feedback, and interference.
• Purposes of interpersonal communication
include learning, relating, influencing, playing,
and helping.
(Continued)
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Summary
• Instructors should be aware of their audience
and use words appropriately. Instructors
should be careful to not use language that
stereotypes or is inappropriate.
(Continued)
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Summary
• Kinesics includes eye contact, facial
expression, gestures, posture, and poise. The
nonverbal element of communication is
important and affects how the message is
interpreted.
• Listening is an active process and individuals
must focus on the message and be active
participants in the communication process.
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Discussion Questions
1. What are the six basic elements of
interpersonal communication?
2. What are the five purposes of interpersonal
communication?
3. What are some of the ways in which people
are stereotyped?
(Continued)
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Discussion Questions
4. Should an instructor every stereotype
people by language or tell inappropriate
jokes? Why or why not?
5. What are some guidelines for verbal skills
improvement?
6. What are the main elements of kinesics?
(Continued)
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Discussion Questions
7. What are the components of the listening
process?
8. What is the difference between facts and
opinions?
9. What is one way to improve listening skills?
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