1
Q
What is Rapport Building? (Q1)
A
The ability to relate to others in a way that creates a level of trust and understanding
2
Q
List some examples of ineffective rapport building (Q1)
A
- Talking too much
- Making things up
- Not keeping to your word
- Assuming things
- Rushing the Conversation
3
Q
What is Empathy? (Q1)
A
Understanding another person’s point of view or putting yourself in their shoes. Failure to use empathy is a lack of understanding of another person’s feelings, perceptions and thoughts.
4
Q
List some effective non-verbal practices? (Q1)
A
- Body Language
- Eye Contact
- Avoid Distracting
- Avoid Interrupting
- Active Listening
5
Q
List some ineffective non-verbal practices:
A
• Poor Stance or Posture • Avoiding eye contact • Creating a barrier that shuts out listening o Lack of interest or motivation o Mind being elsewhere o Lack of Mutuality, in conversation/poor turn-taking • Unproductive use of space • Weak or Repetitive gestures • Relating negatively to listeners
6
Q
What are the 5 barriers to communication (Q2)
A
- Organisational: Shared beliefs and values in NSWPF.
- Physical: Location and environment the communication takes place e.g Bar, Football game
- Cultural: Being aware that many different cultures make up NSW. Do no pay attention to perceived stereotypes of a negative type.
- Linguistic: Consider the jargon used in NSWPF. Refrain from communicating jargon on duty towards the public.
- Interpersonal: Relates to communication due to the sender. Don’t allow your biases to cloud your judgement. Interpersonal barriers are anything that can block the intended meaning to the receiver. e.g police uniform, Poor delivery from sender.
7
Q
What can victims of crime expect from the NSWPF? (Q3)
A
- Comply with the Charter of Victims’ Rights
- Comply with the NSWPF Customer Service Charter
- Be victim focussed
- Use interpreters and support persons where necessary
- Provide victims with a victims’ card
- Treated with respect and fairness
- Treated with empathy
- Informed of the process
- Services you can access and how to access them
- Contact details of police
8
Q
Components of Procedural Justice (Q4)
A
- Neutrality- Police making impartial decisions based on facts, legal rules and principles as opposed to personal opinion and bias. Perceptions of neutrality can be facilitated by police through transparency or openness about the decision-making process
- Respect- Dignified and respectful treatment of citizens during police-citizen encounters
- Trustworthiness- Police demonstrating they can act on behalf of the best interests of the people they deal with
- Voice- Providing citizens with opportunity to express their own POV in conflicts or other interactions with police
9
Q
Police Legitimacy components: (Q4)
A
- Moral alignment- belief that police and public hold similar beliefs about what constitutes as law-abiding behaviour
- Ethical exercise of authority- need to be seen by the public, acting in an ethical manner and exercising authority in accordance to law (Police need to follow their own rules)
- Trust and confidence in police- belief that police perform their job well, and are honest
- Obligation to obey- when police are perceived as legitimate, people feel they should comply with decisions and rules, cooperate and follow them voluntarily out of obligation, rather than out of fear of sanctions or anticipation of reward
10
Q
The importance of police legitimacy: (Q4)
A
- Compliance- with police during police-citizen encounters and long-term compliance with the law
- Cooperation- effective policing requires ongoing support and voluntary cooperation of the public
- Responsibility- the way officers behave encourages greater respect for the law and fosters social responsibility
11
Q
Code of conduct and ethics: (Q5)
A
- Behave honestly and in a way that upholds the values and the good reputation of NSWPF whether on or off duty
- Act with care and diligence when on duty
- Know and comply with all policies, procedures and guidelines that relate to their duties
- Treat everyone with respect, courtesy and fairness
- Comply with any lawful and reasonable direction given by someone in the NSWPF who has authority to give the direction
- Comply with the law whether on or off duty
- Take reasonable steps to avoid conflicts of interest, report those that cannot be avoided and co-operate in their management
- Only access, use and/or disclose confidential information if required by their duties and allowed by NSWPF policy
- Not make improper use of their position or NSWPF information or resources
- Report the misconduct of other NSWPF employees
