Chapter 2 - Communication

Question 1

Communication

Answer 1

involves the exchange of messages, verbally and
non-verbally. Spoken or written language, gestures, facial expressions, and body movements.

Question 2

Communicating Effectively

Answer 2

Think First
Deliver Message
Allow Time for Understanding
Assess Response

Question 3

Empathy

Answer 3

the ability to understand and care about the emotions of others

Question 4

Sympathy

Answer 4

feeling sad for someone

Question 5

Courtesy

Answer 5

how you display professional conduct or show respect for others

Question 6

Professionalism

Answer 6

Good character and pride in yourself and your career

Question 7

Characteristics of an effective communicator

Answer 7

Empathy
Courtesy
Professionalism

Question 8

LEED

Answer 8

1. Listen: Give everyone you interact with a chance to tell you their side of the story.
2. Explain: Always explain your actions.
3. Equity: Make fair decisions.
4. Dignity: Treat people with respect.

Question 9

Command presence

Answer 9

demeanor and confidence exhibited by personal appearance, erect posture, alertness, and attention to surroundings

Question 10

Non-Verbal communication

Answer 10

any message or signal sent from one person to another without the explicit use of language

Question 11

Voice and tone

Answer 11

How loud you speak and your tone and inflection

Question 12

Posture

Answer 12

the way we sit, walk, stand

Question 13

Body movement

Answer 13

We use our body movement to communicate our attitude or our emotional state by facing or leaning toward a person or through moving away from a person.

Question 14

Mutual gaze

Answer 14

the common level of eye-to-eye contact that two people have when conversing

Question 15

A break of gaze

Answer 15

when a person unintentionally or intentionally drops their gaze from the person looking at them

Question 16

To manage conflicts effectively

Answer 16

active listening, understand human and cultural diversity, and practice self-control

Question 17

Culturally responsive

Answer 17

you are open to learning about new cultures, respectful of cultural differences, and recognize the important role culture plays in people’s lives.

Question 18

Self-talk

Answer 18

the practice of talking to yourself as you anticipate, encounter, or evaluate an event

Question 19

INTRODUCTION

Answer 19

the simple act of introducing yourself to a person and explaining the reason for your interaction may make the person feel more at ease

Question 20

APPROPRIATE QUESTIONS

Answer 20

Asking the right questions can also make the communication process smoother

Question 21

ACTIVE LISTENING

Answer 21

involves focusing more on listening than talking

Question 22

SELF-DE-ESCALATION

Answer 22

If you find yourself becoming angry or emotional, take some time to pause and reset your response. This may include withdrawing from the conversation or having a fellow officer relieve you

Question 23

ENVIRONMENT AND AUDIENCE CONSIDERATION

Answer 23

be mindful with whom, and where, you are speaking. Be empathetic and culturally sensitive

Question 24

SELF-AWARENESS

Answer 24

Being aware of your own thoughts and behaviors can help you control yourself in a difficult situation

Question 25

APPROPRIATE CONCLUSION

Answer 25

conclude by explaining what action will be taken (or not taken) and why