Communication Skills for LEOs

Question 1

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

Answer 1

90

Question 2

Less then ___ percent of communication meaning comes through verbal contact

Answer 2

10

Question 3

body language accounts for __ percent of the meaning in messages

Answer 3

55

Question 4

para language accounts for __ percent of meaning in message.

Answer 4

35

Question 5

what can be detected through your tone

Answer 5

FEAR

Question 6

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

Answer 6

the SOUND confident

Question 7

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

Answer 7

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

Question 8

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

Answer 8

assertive criticism

Question 9

what are the 7 body language cues (HLLITSW)

Answer 9

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

Question 10

what are the 4 proxemics zones?

Answer 10

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)

Question 11

four examples of OPEN body positions

Answer 11

steepled fingers
open hands/arms
calm face
leaning forward

Question 12

3 examples of closed body positions

Answer 12

staring
crossed arms/clinched hands
confused look

Question 13

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

Answer 13

mirroring

Question 14

what is Nonassertive behavior?

Answer 14

behavior that is passive and indirect ( lose/win)

Question 15

what is aggressive behavior?

Answer 15

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

Question 16

what is assertive behavior?

Answer 16

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

Question 17

what is communication?

Answer 17

the SHARED meaning between two or more (active communication)

Question 18

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

Answer 18

40

70

Question 19

the accuracy that we listen is __% to __%

Answer 19

25

50

Question 20

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

Answer 20

33

50

Question 21

what is active listening?

Answer 21

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

Question 22

Empathy=

Answer 22

placing your self in others shoes

Question 23

how many words per minute can we speak

Answer 23

125

Question 24

how many words per minute can we process

Answer 24

500-600

Question 25

The four levels of discriminate listening are..

Answer 25

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

Question 26

what is reactive listening

Answer 26

full communication, formulates questions, and responds

Question 27

what is listening critically?

Answer 27

ability to distinguish between fact and opinion

Question 28

YOU MUST CREATE A CLIMATE WHICH IS NEITHER….

Answer 28

Critical
Valuative
Moralizing

Question 29

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

Answer 29

content

attitude/feeling

Question 30

what is SPEAR in regards to nonverbal communication

Answer 30

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

Question 31

What is paraphrasing

Answer 31

technique which allows the listener to summerize

Question 32

four steps of paraphrasing (lssf)

Answer 32

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

Question 33

definition of respect…

Answer 33

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