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Flashcards in PIARF Behaviours Deck (7)
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1
Q

Positives of active listening

A
  • Attending - good eye contact, head nods, appropriate gestures/posture and facial expressions.
  • voids unnecessary interruptions.
  • Hears and acknowledges the emotion behind words.
  • Provides feedback - paraphrases, mirror, repeats.
2
Q

Negatives of active listening

A
  • Forms inferences, opinions or assumptions instead of listening to and establishing the facts.
  • Regularly or inappropriately interrupts.
  • Poor feedback.
  • Struggles to comprehend and or verbally communicate effectively.
3
Q

Positives of assertiveness

A
  • Focuses upon what is relevant.
  • Establishes their goal and what is not negotiable.
  • Sticks to their bottom line
  • Treats others with appropriate respect.
4
Q

Positives of empathy

A
  • Provides reassurance and support
  • Effective use of eye contact, posture and facial expressions
  • Good use of para-language - Tone, pitch, speed and volume
  • Self-disclosure if appropriate
5
Q

Positives of Rapport

A
  • Allowing others to have their say
  • Displaying empathy and a sense of understanding
  • Using self-disclosure if applicable
  • Asking questions about the person they are interviewing.
  • Making them feel comfortable with the officer.
6
Q

Negatives of rapport

A
  • Making assumptions,
  • Having a prejudice towards someone
  • Not allowing someone to have their say
  • Excessive use of threats
7
Q

Negatives of body language

A
  • Standing over the victim while talking. It implies intimidation.
  • Eye contact is good; a direct stare can be threatening.
  • Pointing fingers or clenching fists.
  • Inanimate objects between the victim and officer, acts as an unconscious barrier to communicate.