SSD 2 Module 1

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Four types of listening approaches

Type I, Reflex Listening, Type II, Content Listening, Type III, Relational Listening, Type IV, Introspective Listening

Three categories for skill development

Time, Content, Psychological

6 Principles of Transactional Communication

1. You cannot NOT communicate, 2. Communication is predictable, 3. Communication is a "chicken and egg" process, 4. Communication occurs at 2 levels, 5. Transactions are between equals or up and down, 6. Communication is sharing of meaning

Communication that enables you to communicate with and know yourself better describes which target of communication?


"You cannot NOT Communicate" is which principle of transactional communication?


According to The Dynamics of Human Communication: A Laboratory Approach, there are how many principles of transactional communication?


Myth number one:

Listening is a natural process. If you believe that listening occurs naturally, like breathing, then it follows that you never need to learn how to do it. Listening is a skill just like driving a golf ball or firing a rifle. You develop the skill just as you would any other skill.

Myth number two:

Listening is the same as hearing. Hearing is a natural process, but as we stated above, listening is a skill that we develop. We can train ourselves to "not listen" or to listen selectively.

Myth number three:

Listening is the same as paying attention.

Which of the following types of listening includes active listening?

Relational Listening

Which of the following is the type of listening frequently referred to when teachers and managers criticize "poor" listening?

Content listening

Which of the following is a very basic kind of listening involving little more than hearing and a recognition that some noise has come to you?

Reflex listening

Army writing will be concise, organized, and to the point, meets two essential requirements, including:

Putting the main point at the beginning of the correspondence Using the active voice (for example, "You are entitled to jump pay for the time you spent in training last year").

Effective Army writing

Effective Army writing transmits a clear message in a single rapid reading and is generally free of errors in grammar, mechanics, and usage.

Good Army writing

Good Army writing is concise, organized, and straight to the point. It meets two essential requirements, putting the main point at the beginning of the correspondence and using the active voice.

Active writing

Active writing emphasizes the doer of the action. It shows whom or what is doing the action in the sentence, and it helps create shorter sentences.

Standard English sentence order

The standard English sentence order, subject-verb-object, works best. It speeds communication and helps the reader understand the point.

What are the two essential requirements for good Army writing? (Select all that apply)

Putting the main idea up front; Using active voice

The standard English sentence order is subject-verb-object. How does this facilitate clarity and ease of communication for the reader?

It speeds communication and helps the reader understand the main point.

Voice –

The property of a verb that indicates whether the subject acts or is acted upon.

Active Voice –

A verb is in the active voice when its subject is the doer of the act.

Passive Voice – (by zombies)

A verb is in the passive voice when its subject is acted upon.

Why should we avoid using passive voice?

1. Passive voice creates sentences that are indirect, unfocused, and slows communication; 2. Passive voice hides the doer of the action, blocking communication; 3. Active voice is direct, natural, and forceful; 4. Active voice normally makes sentences shorter and clearer

Which are the three parts of the modified block style format?

Heading, body, and closing

How many words should comprise the average sentence length?


Which of the following applies to the placement of the date in memorandums?

End the date approximately even with the right margin.

What is the rule for acronym use in correspondence?

Use military and civilian acronyms in memorandums, if appropriate.

We derive the basic SOP format from which of the following?

The standard memorandum format

The content of and SOP is derived from which of the following?

Doctrinal sources

Where do you place the date of the SOP?

Right margin, two lines below the SOP number

Which security classification do you apply when the unauthorized disclosure of its contents could reasonably be expected to cause exceptionally grave damage to the nation’s national security?

Top Secret

Where do you place the security classification for your SOP?

Top center of the document

The AFTB program is a direct result of lessons learned during which of the following?

Operation Desert Shield and Desert Storm

Select the four pillars of the AFTB Program. (Select all that apply)

Education, Community Support, Unit Involvement, Feedback

Which of the following encompasses the elements of an individual’s knowledge, strengths, self-confidence, and builds self-reliance, sufficiency, and independence?

AFTB program principles of training

The carrying out of personnel actions such as UCMJ and leave falls under which area of responsibility for the RDC?

Command and control

The FRG is responsible for keeping critical information from command flowing to families. It is a very important task during which mobilization phase?

Deployment and employment

The Army refers to the reintegration process as which of the following?

The reconstitution phase

The Army’s EO Program Components

Leader Commitment, Sequential and Progressive Training, Effective and Responsive Complaint Process, Affirmative Action Plan, Feedback Mechanisms, EO Advisors (EOA)

EO Related Program Elements

Military Discipline and Conduct, Issues of Appropriate Behavior, Extremist Organizations and Activities, Army Language Policy, Accommodating Religious Practices, Women in the Army

The Five Categories of Discrimination

Race- Race is a division of human beings identified by the possession of traits transmissible by descent. These traits are sufficient to characterize a persona and identify it as a distinctive human genotype. Color- Color is the variance of skin color, and it relates to ethnic code definitions. Gender- Gender is the action taken by an individual to deprive a person of a right because of their gender, female or male. Such discrimination can occur overtly, covertly, intentionally, or unintentionally. National Origin- National origin is an individual’s place of origin or that of his/her ancestors. The term also applies to a person who has the facial and physical attributes, and cultural and linguistic characteristics of a national group. Religion- Religion is a personal set or institutionalized system of attitudes, moral or ethical beliefs, and practices. These are supported by the strength of traditional views, which are characterized by ardor and faith, and are generally evidenced through specific observances.

The Army’s EO program was born in response to:

Violent confrontations that erupted between racial and ethnic groups

What are the components that make up the Army’s EO program? (Enter your response in the textbox below.)

The textbook response is: "leader commitment, sequential and progressive training, effective and responsive complaint process, affirmative action plan, feedback mechanisms, and EO advisors."

Military discipline and conduct, issues of appropriate behavior, extremist organizations and activities, Army language program, the accommodation of religious practices and women in the Army represent which of the following?

Related EO program elements

Five Traditional Attributes of a Subculture

Language, Values, Beliefs, Patterns of Thinking, Customary Behaviors

Non-Attributes of Culture

Race, Culture, Ethnicity

What are two common barriers to cultural interaction?

Racism and sexism

Common Behaviors and the Impact on Minorities and Women

Paternalism Ignoring Speaking For Testimonials Ethnic, racist, or sexist jokes Frequent interruptions Stereotypical language Titles and Ranks Denying opportunities Dubious supervision

Primary dimensions of diversity are:

Age Race Physical abilities Gender Color Ethnic or cultural heritage

Secondary dimensions of diversity are

Religion Marital status Education Work history Income Geographic location Parental status Military experience

Identify Ways to Manage Diversity: Strategies

Valuing Differences, Managing Prejudice and Stereotypes, Hot Buttons, Conflict Among Diverse Groups

Common Causes of Cross-Cultural Interaction Misunderstandings

Social Courtesies, Accents, Jargon, Flow of information, Lack of trust, Assertiveness, Candor, Continued use of "Hot buttons", Swearing, Stereotyping, Assumptions,

Ways to Manage Diversity

-There must be a commitment among all leaders to understand and value diversity -All organizational functions and practice must be open to a "different but equal" operating philosophy -All unit leaders and Soldiers must understand and train to an expanded definition of effective performance -Unit leaders and Soldiers must perceive a competitive advantage in the way they do business -Flexible leadership views must be present to change the climate of an organization -A leader commitment and problem-solving philosophy must exist to focus on changing the organizational culture, not just the people -Managing diversity must be an integral part of the organization’s strategic vision -Leaders must be responsible and committed to setting the unit climate -Leaders must have the ability and willingness to monitor and assess both positive and negative personnel actions -Sensitivity and awareness training on diversity issues must be mandatory and an integral part of the unit’s training plan -Soldiers and leaders must receive positive reinforcement for valuing diversity -Leaders must empower subordinates to take risks and be creative when valuing diversity of others


The process and method by which people transmit their values, beliefs, and perceptions


Very similar to, and closely related to one’s values; it is the judgment or expectation that someone might have about certain things


Behaviors, people, things, and ideas that are considered central to a given culture

Patterns of Thinking

The way that an individual reaches a conclusion or deduction

Customary Behaviors

Actions that are the norm for a culture


The division of humankind, which has sufficient and constant inheritable traits that identify separate groups


Not inborn or transmitted through genes


Those characteristics that distinguish a group by race, religion, national origin, language, or some combination of these categories

Which of the following describes racism and sexism?

Barriers to cultural interaction

Identify which of the following concepts are primary dimensions of diversity? (Select all that apply)

Age Race Physical abilities Gender Color Ethnic or cultural heritage

Enforce compliance of the EO Program

Leader Commitment and Command Support Complaint Process Command Climate

Acts of reprisal or intimidation of any sort are illegal and will not be tolerated. These acts may include the following:

Reprisal, Threatening, Intimidation, Harassment

Leader Techniques to Enforce EO:

-Promote positive programs that enhance unit cohesion -Promote esprit de corps and unit cohesion in all activities to enhance morale -Communicate matters with EO significance to unit personnel and higher headquarters -Correct discriminatory practices by conducting rapid, objective, and impartial inquiries to resolve complaints of discrimination -Encourage the confrontation of problems and preventing reprisal for those who complain -Take appropriate action against those who violate Army Policy -Lead by example, -On-the-spot corrections (informal counseling), -Formal counseling (written), -Non-judicial punishment (Article 15 and memorandum of reprimand, etc.), -Use of Officer Evaluation Record (OER) and Noncommissioned Officer Evaluation Record (NCOER), -Judicial punishment (court-martial), -Bar to reenlistment, and Separation action.

The Equal Opportunity Leader

The EOL is responsible for the following: -Explaining the EO complaint Process to the victim, -Listening and help identify victim concerns, -Reviewing the case objectively, -Discussing concerns with those involved and the victims, -Attempting informal resolution, and -Answering questions.

Soldiers have the individual right to the following:

-Presentation of a complaint to the command without fear of intimidation, reprisal, or harassment; -Communication with the commander concerning their complaint; -Receipt of assistance when submitting a complaint; and -Receipt of training on the Army’s Equal Opportunity complaint and appeals process.

Soldier’s individual responsibilities with regards to the enforcement of the EO Program:

– While not required, it is recommended that the Soldier attempt to resolve a complaint by first informing the alleged offender that the behavior MUST stop; – Advising the commander of the specifics of sexual harassment and unlawful discrimination complaints, and providing the commander an opportunity to take appropriate action to rectify/solve the issue; – Submit only legitimate complaints and exercise caution against unfounded or reckless charges.

There are two methods for filing an EO complaint:

formal and informal

The EO Complaint Process: Alternative Agencies

– Someone in a higher echelon of the complainant’s chain of command – Inspector General – Chaplain – Provost Marshal – Medical agency personnel – Staff Judge Advocate – Chief, Community Housing Referral and Relocation Services Office (CHRRS)

Any attitude or action by an individual, group, or institution that subordinates another person or group because of skin color defines which of the following?


Which of the following defines culture?

The sharing of learned behaviors and perceptions of a group, which are passed from one generation to another through a socialization process.

The Army’s EO program was born in response to:

Violent confrontations that erupted between racial and ethnic groups

Which of the following defines patterns of thinking?

It is the way leaders reach a conclusion or deduction is sometimes used to evaluate performance.

Military discipline and conduct, issues of appropriate behavior, extremist organizations and activities, Army language program, the accommodation of religious practices and women in the Army represent which of the following?

Related EO program elements

Which of the following describes a relationship that may be perceived to be exploitive or coercive in nature?

A prohibited relationship

A one-time transaction between an officer and an enlisted member, such as the sale of an automobile, is not prohibited because it does not constitute:

an ongoing relationship

Which of the following actions involves any conduct whereby one military member or employee, regardless of service or rank, unnecessarily causes another military member, regardless of service or rank, to suffer or be exposed to an activity that is cruel, abusive, oppressive, or harmful?


How does the NCO support channel function in units at the battalion level and higher?

As the communication and supervision chain

Which of the following describes a relationship that may be perceived to be exploitive or coercive in nature?

A prohibited relationship

Which of the following is a duty position, not a rank?

Platoon Sergeant

NCOs do NOT have the authority to do which of the following?

Impose nonjudicial punishment

Leaders will judge the appropriateness of particular hairstyles by which of the following standards?

The appearance of headgear when worn

The Total Army Sponsorship Program

The Total Army Sponsorship Program is a system to help commanders execute their responsibility to assist Soldiers, civilian employees, and families with relocating into, and out of their commands.

Sponsorship Program Elements

– DA Form 5434: is used to transmit sponsorship requirements to gaining commands. – A Welcome letter will be sent from the battalion command sergeant major (for enlisted Soldiers), or from a commander, or from an activity director (for civilian employees) to the incoming Soldier or civilian employee. – Army Community Services (ACS) provides counseling, pre-move destination information (including the Standard Installation Topic Exchange Service), and overseas orientation briefings. – The sponsor, when possible, should plan to greet incoming Soldiers, civilian employees, and their families upon arrival. – The sponsor should conduct an informal orientation – In processing is not conducted by the sponsor. – The Installation Management Agency (IMA) will ensure that garrison support is provided to unit commanders when conducting sponsorship training, and providing relocation information and assistance.

Which DA Form will a departing Soldier use to transmit sponsorship requirements to the gaining command?

DA Form 5434

Who provides welcome packets to newly assigned Soldiers?

Either ACS or the sponsor

Which stage of team building can make the difference between life and death for new arrivals?


Which of the following is available to families identified as "at-risk"?

Special workshops or support group sessions

Which of the following is a support service provided to a waiting family who, because of mission requirements, lives separately from their military or civilian sponsor?

Crisis intervention services

Which of the following groups is excluded from participating in a unit’s sponsorship program?

Soldiers completing advanced individual training (AIT)

Which DA Form will a departing Soldier use to transmit sponsorship requirements to the gaining command?

DA Form 5434

A Soldier comes to you with a sexual harassment complaint and wants to file a sexual harassment complaint. You refer the Soldier to the _________.

SARC /SHARP Specialist

A potential offender will gradually intrude on a person’s personal boundaries—emotional, physical, and sexual. Examples of this behavior include all of the following, EXCEPT________.


2012 NDAA requires full-time SARC and VA at brigade-sized organizations.
Effective 1 October 2013, SARC/SHARP and VA/SHARP Specialist positions will be manned by DA civilian and military personnel.

BRIGADE LEVEL or HIGHER SARC/SHARP Specialist: Full-time Duty SFC or Higher, MAJ/CW3 or Higher, GS-11 or Higher BRIGADE LEVEL or HIGHER VA/SHARP Specialist: Full-time Duty SSG or Higher, 1LT/CW2 or Higher, GS-9 or Higher BATTALION LEVEL and BELOW VA/SHARP Specialist: Collateral duty SSG or Higher, 1LT/CW2 or Higher, GS-9 or Higher

Changes in Army’s SHARP Policy related to sexual assault reporting include:

Changes in the unrestricted reporting process. Changes in the restricted reporting process. Changes in expedited transfer and reassignment processes.

Unrestricted Reporting:

An official investigation is initiated. Victims who desire treatment, counseling, or investigation may report to chain of command, law enforcement, or SARC/SHARP and VA/SHARP Specialists. Details of the incident limited to personnel with legitimate need to know.

Unrestricted Reporting Eligibility:

Soldiers and their military dependents 18 years of age and older eligible for treatment in the military health care system CONUS or OCONUS. -If victims of sexual assault perpetrated by someone other than a spouse or intimate partner.

The three levels of the cognitive process of listening are signal processing, literal processing, and ___________________ processing


The receiver indicates attention through both _______________ and ______________ indicators.

verbal, nonverbal

_______________ communication is a vital asset in promoting organizational performance, morale, teamwork, and unity.


Interpersonal communication occurs at which two levels?

? cause and effect ?

As you receive behavioral cues to communication, you assign ______________ to each communication.

? value ?

A critical element of communication is ______________?


What are two reasons to avoid using passive voice?

-It hides the doer of the action, blocking communication of the main idea -It creates sentences that are indirect, unfocused and it slows communication

Error in spelling, grammar and punctuation can leave a(n) _______________ impression on your reader.


The ______________ is the most common type of military correspondence.


Which of the following are personal pronouns?

our, us, me

Standard English sentence order does which of the following?

– speeds communication – helps the reader understand the main point

When SOP is submitted for peer review, it is normally sent through which of the following channels?

Squad leader, platoon sergeant, platoon leader

the AFTB training program consists of levels I, II, III, _______________ and ______________ course.

Master Trainer, Program Manager

sharp check on learning

Do not encourage or influence the complainant’s decision to file or not file Do not use non-verbal or verbal gestures that make it appear you agree or disagree with the complaint Do not use verbally suggestive language that may influence the complainant’s statement Do not prejudge the situation or person

spc Austin scenario

sexual harassment chain of command ask if anyone else was present make sure spc Austin is sake monitor make sure spc Austin is treated with dignity and respect unrestricted ETP: requests to CO and will receive approval or disapproval by CO within 72 hours may be disapproved by GO only


mcio include form dd2910, forensic exam retained for 50 years, victims age 18 and up can file unrestricted if not by spouse or partner civilian employees and dependents are eligible


report confidentiality law enforcement is not informed SARC specialist will inform sr mission cmd

sharp changes

SARC will retain DD2910, SAFE kit for 5 years

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