TA02 Tactical Communication Flashcards
1
Q
What are the three types of behaviour you will deal with?
A
- Cooperative Behaviour
- Uncooperative Behaviour
- Passive Aggressive Behaviour
2
Q
What does AWOCA stand for
A
- Ask (request cooperation)
- Why (explain action/power to act)
- Options (provide and explain consequences)
- Confirm they understand
- Act
3
Q
What are the four great motivators?
A
- Time
- Money
- Family
- Reputation
4
Q
What is blocking technique?
A
Stopping colourful language
“Can you use more appropriate language, thank you”
5
Q
Examples of focus deflection
A
“I hear what you’re saying, However if we can focus on…”
“You may well be correct, however we need to deal with…”
6
Q
What are the five main emotive influences? (GAFFE)
A
- Grief
- Anger
- Fear
- Frustration
- Embarassment
