Communication Mistakes to Avoid Flashcards

1
Q

What kind of people would a security officer have to communicate with?

A

People who are confused, angry, or upset.

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2
Q

What is a standard part of a security officers job?

A

Communicating with the public.

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3
Q

What feelings could communication mistakes invoke in the other party?

A

Person may feel slighted, disrespected, wronged, or defensive.

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4
Q

How does the way you communicate affect a situation?

A

How you respond can mean the difference between a situation that ends quietly and quickly and one that escalates.

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5
Q

Who are the two types of people that can be placed in a position of authority?

A

The authoritarian and Authoritative.

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6
Q

What sort of things would you hear from an authoritarian security officer?

A

“Because I said so.”

“My way or the highway.”

“No discussion.”

“Just do what I say.”

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7
Q

What does it mean to be Authoritative?

A

you engage in dialogue or negotiation if you will, you communicate, you listen, you find out what’s going on, and you empathize.

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8
Q

What should you say instead of “Come here!”?

A

“excuse me, let’s have a chat. Could you step over here please sir.”

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9
Q

What could you say instead of “hey, let me talk to you?” ?

A

“May I have a minute of your time to discuss this?”

“May we step aside and discuss this?”

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10
Q

How should you begin any conversation?

A

introduce yourself and then politely engage in the discussion at hand.

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11
Q

If asked for clarification what should you not say?

A

“You wouldn’t understand.”

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12
Q

If you believe your message didn’t get across properly, what should you say?

A

“Let me see if I can explain this better.”

“I don’t think I’m explaining this right.”

place the burden on yourself. Let’s give people more credit. Let’s give people a little bit of respect. Let’s not assume that people wouldn’t understand things.

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13
Q

What is the middle eastern proverb?

A

“you have said nothing until somebody understands it.’

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14
Q

What should you always do if asked for?

A

Give a reason, even if its brief and even if you are in a hurry.

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15
Q

What is an arbitrary and insensitive comment to make?

A

“Because those are the rules.”

You are treating people like children. Explain the reason for the rule. Give an explanation.

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16
Q

What should be ready with when you hear “why?” ?

A

An explanation.

17
Q

What can you say instead of “None of your business”?

A

“The parties involved don’t want to divulge any information right now.”

18
Q

What should you say instead of “What do you want me to do about it !?” ?

A

“What kind of assistance were you seeking?”

your response should have an expression of curiosity and interest.

19
Q

What is your responsibility as a security officer?

A

customer service.

20
Q

Instead of saying “Calm down!”, what should you say?

A

“Its going to be alright. Talk to me.”

21
Q

Instead of saying “What is your problem?, what should you say?

A

“What’s the matter? May I help you?”

Their most immediate problem when you speak incorrectly is you.

22
Q

Which phrases should you avoid?

A

“You never -“
“You always -“

23
Q

To your coworker, instead of saying “ you always leave it to someone else to respond to customer assist calls”, what should you say?

A

“It seems that when I am on shift with you I have to attend to most of the customer calls in the parking lot.”

24
Q

To your coworker, instead of saying “you never complete your patrols in the parking lot”, what should you say?

A

“Often it seems you leave the parking deck patrol to other officers.”

25
Q

Instead of saying “I’m not going to tell you this again” what should you say?

A

“Let me say this a different way.”

26
Q

Instead of implied threats, what should you do?

A

create enforceable limits.

take time to explain.

27
Q

What should you do before making a decision?

A

Ask questions and gather all the information that you can.

Middle eastern proverb -> “A fool answers a matter before he’s heard it.”

28
Q

Instead of cutting someone off and saying “yeah yeah, I know what your talking about” what should you say?

A

Listen. Let them speak.

29
Q

What are the two recommendations when it seems a conversation isn’t going anywhere or the other party is being completely unreasonable?

A

Give them other options or decide that the debate is over. Call for assistance.

30
Q

After trying every peaceful way to diffuse a situation, what should a security officer do?

A

call dispatch for backup.

31
Q

Why do statements that start with “You never” or “You always” not work?

A

They imply that a person has done ( or not done ) something the same way each time.

They put the other person on the defensive.

They make the other person angry.

32
Q

When is it difficult to listen to people are saying to you?

A

when you cut them off.

33
Q

What is true about how most people follow rules?

A

Most people will follow rules as long as there is an explanation as to why.

34
Q

An angry customer at a hotel complains to the security officer that the woman behind the check-in counter was rude. What should the officer say to diffuse the situation?

A

“Tell me what happened.”