Communication Skills for LEOs Flashcards Preview

NC BLET 2 > Communication Skills for LEOs > Flashcards

Flashcards in Communication Skills for LEOs Deck (33):
1

nonverbal cues account for about ___ percent of the meaning in communications

90

2

Less then ___ percent of communication meaning comes through verbal contact

10

3

body language accounts for __ percent of the meaning in messages

55

4

para language accounts for __ percent of meaning in message.

35

5

what can be detected through your tone

FEAR

6

whats more important? to feel confident, or to sound confident?

the SOUND confident

7

Loaded words make others defensive and make them stop listening, what are three examples of loaded words?

lazy, stupid, incompetent.... basically loaded words are put downs. COLD PRICKLES not warm fuzzys

8

The purpose of ___ ____ is to solve the problem, not to punish the other person for their behavior

assertive criticism

9

what are the 7 body language cues (HLLITSW)

Hesitation
Lack of eye contact
Looking through you eye contact
Interruption
tense posture
slumping posture
words dont match nonverbel

10

what are the 4 proxemics zones?

intimate zone (6 to 18 inch.)
personal zone (1.5 to 2.5 feet)
social zone (4 to 12 feet)
Public zone ( 12 to 25 feet)

11

four examples of OPEN body positions

steepled fingers
open hands/arms
calm face
leaning forward

12

3 examples of closed body positions

staring
crossed arms/clinched hands
confused look

13

the concept of matching or _______ body language is based on the belief that people like people that are like them

mirroring

14

what is Nonassertive behavior?

behavior that is passive and indirect ( lose/win)

15

what is aggressive behavior?

when we put our needs above all others (win/lose)

16

what is assertive behavior?

active, direct, and honest. leads to success (win/win)

17

what is communication?

the SHARED meaning between two or more (active communication)

18

Trying to listen takes up __% to __% of a persons day

40
70

19

the accuracy that we listen is __% to __%

25
50

20

we forget about __% to __% of what we hear in an 8 hour day

33
50

21

what is active listening?

trying to understand what someone is saying from their point of veiw

22

Empathy=

placing your self in others shoes

23

how many words per minute can we speak

125

24

how many words per minute can we process

500-600

25

The four levels of discriminate listening are..

Attentive listening (precedes deeper listening)
Retentive listening (attempt to remember)
Reflective listening (evaluates info)
Reactive listening (formulating questions)

26

what is reactive listening

full communication, formulates questions, and responds

27

what is listening critically?

ability to distinguish between fact and opinion

28

YOU MUST CREATE A CLIMATE WHICH IS NEITHER....

Critical
Valuative
Moralizing

29

two components to a person trying to get a message across are

content
attitude/feeling

30

what is SPEAR in regards to nonverbal communication

Stance
Posture
Eye contact
Attending behavior ( on balls of feet)
Relax!

31

What is paraphrasing

technique which allows the listener to summerize

32

four steps of paraphrasing (lssf)

Listen
Speculative statements (let me make sure i got it)
Summarize
Follow up Qs

33

definition of respect...

To feel or show honor or esteem for (hold in high regard)