Effective Communication

Question 1

Why do we communicate?

Answer 1

To Inform
To Persuade
To Indicate Actions
Public Speaking

Question 2

Explain the law, our purpose for being there

Answer 2

Informing

Question 3

Directing the public, responding to information requests giving order etc.

Answer 3

Indicate Action

Question 4

To prevail upon a person to do something by advising or urging to calm victim or witness, build rapport with suspect, quiet a group of unruly agressive people etc

Answer 4

Persuade

Question 5

Press conference, citizen contact are examples of?

Answer 5

Public Speaking

Question 6

Verbal Self Defense

Answer 6

Verbal Judo

Question 7

This doesn’t suggest you will never employ physical force

Answer 7

Verbal Self Defense

Question 8

When correctly used, words (And non-verbal cues) are more powerful than often believed

Answer 8

Verbal Self Defense

Question 9

Sometimes the power of life and death can truly be in the tongue…

Answer 9

Verbal Self Derense

Question 10

We escalate or de-escalate by our words and prsence and thier perception

Answer 10

Verbal Self Defense

Question 11

When we escalate a situatin whether involuntarily or by choice it increases the danger for us and others

Answer 11

Verbal Self Defense

Question 12

What is our Responsibly

Answer 12

protect life
preserve peace
we regain / maintain control of tough situations of all kinds
prevent / detect crime

Question 13

Do we use our firearms, fists, words, wit or knowledge the most?

Answer 13

Words

Question 14

Anger, Fear, Frustration and Confusion are?

Answer 14

Emotions

Question 15

Obstacles which prevent / inhibit communication

Answer 15

Language barriers
Customs
disabilities
Poor Listening
Cognitive impairment

Question 16

10-96 code

Answer 16

crazy

Question 17

Obstacles which prevent / inhibit communication

Answer 17

Body Language
Environment
Lack of trust / rapport
Misconceptions about Law Enforcement
Prior bad experiences
Bias

Question 18

Why do people fail to comply?

Answer 18

Anger
Fear
Control
Pride

Managing Behavior

(4) Good Rules

Question 19

(4) Good Rules for dealing with failure to comply

Answer 19

(1) Do NOT Insult them
(2) Do NOT Lie to them
(3) Do NOT Deny Whats Happening
(4) Do NOT Back Them Into a Corner

Question 20

Things for Managing Behavior

Answer 20

Work with them to active a viable alternative

Give them limited choices and options - NOT manipulation

Question 21

(5) Key Behaviors that indicate you re hearing what they say

Answer 21

Stance
Posture
Eye Contact
Attending Behavior
Relax

(SPEAR)

Question 22

Meaning v. Words

Answer 22

Avoid being csaught up in the wordss.

Get to the real meaning- Theyre often different

Question 23

Word Choice

Answer 23

YOur words reflect your mindset choose them wisely, maybe before hand

Question 24

Dont use _________ words

Answer 24

loaded

Question 25

Dont go on the _____ and _______

Answer 25

attack / acuse unless thats your intention

Question 26

Command Presence

Answer 26

Shined shoes, clean uniform etc

Question 27

Competents of Command Presence

Answer 27

Attitude Self Assurance / Control Body Language Personal Calm - regulation of breathing, tone / pitch of voice etc Verbal Skills Presenting with credibility and competence What kind of influjence does each one have

Question 28

Appropriate Use of Deescalation

Answer 28

Ask - request compliance / persuade Explain - Legal Purpose Provide Options Confirm Non-Compliance Take Action / Disengage

Question 29

Paraphrasing

Answer 29

to express the meaning of another using different words especially to achieve greater clarity

Question 30

To clarify what others are saying

Answer 30

Paraphrasing

Question 31

Used to deal with emotionally charged situations not add to them

Answer 31

Paraphrasing

Question 32

It is best used the begininig of a conversation but not continuously throughout

Answer 32

Paraphrasing

Question 33

Effective Communication - It redirects the person by focusing on their position

Answer 33

Paraphrasing

Question 34

Replying, not in agreement, but clarification without the technique it may be seen as an interrogation

Answer 34

Paraphrasing

Question 35

Do not use it to add your own thoughts

Answer 35

Paraphrasing

Question 36

Speculative statement

Answer 36

“So let me make sure I got this right..."

Question 37

A statement that makes sure you got everything right

Answer 37

Speculative Statement

Question 38

Follow Up question

Answer 38

lets them correct something you do not understand

Question 39

information to the suspect or victim

Answer 39

telling them what is going to happen

Question 40

Emotionally Charged Situations

Answer 40

Grief / Anger Panic Suicide Crisis Substance abuse Threatening Suicide

Question 41

Techniques for Emotionally Charged Situations

Answer 41

Listen to them Empathize / Sympathize Remain Alert Address the issue at hand

Question 42

Body Language

Answer 42

Perception Intentions Attitudes Command Presence

Question 43

What is "the felony stretch"

Answer 43

they are going to run

Question 44

Intimate Zone

Answer 44

6” - 12"

Question 45

Personal Zone

Answer 45

12” - 24"

Question 46

Social Zone

Answer 46

24” - 48'

Question 47

Public Zone

Answer 47

48” +

Question 48

Law Enforcement Zone

Answer 48

48’ - 72"

Question 49

ParaLanguage

Answer 49

Everything but the words spoken

Question 50

Effectiver Communication - "Pace"

Answer 50

Fast or slow

Question 51

Effective Communication - "Pitch"

Answer 51

High or low

Question 52

Effective Communication - "Emphasis"

Answer 52

"Are you talking to me?"

Question 53

Effective Communication - "Tone"

Answer 53

Attitude

Question 54

70% of the message

Answer 54

we send is involuntary and NON-Vebral When a consequence looms, it is almost impossible to control for most people

Question 55

Effective Communication - "Sizing it up"

Question 56

**** Goal is to get them to talk instead of...

Answer 56

Act

Question 57

Effective Communication - “Unconscious Competence"

Answer 57

What professionals do walking around an knowing what you are doing