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PPP147: Communication. Flashcards

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1
Q

What are the Roles, Missions and Functions of Police? – S. 6 Police Act

A 
(PPUMP)
Keep the peace by:
P – Protecting life and property.
P – Providing Social services.
U – Upholding the law.
M – Maintaining order.
P – Preventing and detecting crime.
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2
Q

Code of Conduct and Ethics – NSWPF Policy

A

(BKCONTRACT)
An employee of NSW Police must:
B – Behave honestly and in a way that upholds the values and the good reputation of NSWPF whether on or off duty.
K – Know and comply with all policies, procedures and guidelines that relate to their duties.
C – Comply with the law whether on or off duty.
O – Only access, use and/or disclose confidential information if required by their duties and allowed by NSWPF policy.
N – Not make improper use of their position or NSWPF information or resources.
T – Treat everyone with respect, courtesy and fairness.
R – Report the misconduct of other NSWPF employees.
A – Act with care and diligence when on duty.
C – Comply with any lawful and reasonable direction given by someone in NSWPF who has authority to give the direction.
T – Take reasonable steps to avoid conflicts of interest, report those that can not be avoided and co-operate in their management.

Failure to comply with the Code of Conduct and Ethics may result in management action.

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3
Q

Statement of Values – S. 7 Police Act.

A

(PUMPSECS)
Each member of the NSW Police Force is to act in manner which:
P – Places integrity above all.
U – Upholds the rule of law.
M – Makes efficient and economical use of public resources.
P – Preserves the rights and freedoms of individuals.
S – Seeks to improve the quality of life by community involvement in policing.
E – Ensures that authority is exercised responsibly.
C – Capitalises on the wealth of human resources.
S – Strives for citizen and police personal satisfaction.

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4
Q

Oath of Office – cl. 7 PR

A

I, do swear that I will well and truly serve our Sovereign Lady the Queen as a police officer
without favour or affection, malice or ill-will until I am legally discharged, that I will cause Her Majesty’s peace to be kept and preserved, and that I will prevent to the best of my power all offences against that peace, and that while I continue to be a police officer I will to the best of my skill and knowledge discharge all my duties faithfully according to law. So help me God.
- A legally binding vow that enables Original Authority &
Discretion. Provides guidance on what to do and how to do it, at a high level.
- It requires you to keep the peace, impartially, to the best of your ability, faithfully according to law.

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5
Q

What are 5 Human Rights never justifiably breached by

police?

A

(TARPA)
1. Cannot torture and/or cruel and degrading treatment or
punishment.
2. Cannot place someone under arbitrary arrest and/or detention.
3. Right to a fair trial.
4. Presumption of innocence.
5. Ban on arbitrary interference with privacy, family, correspondence, honour or reputation.

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6
Q

Common law rights and how they underpin actions and decisions of police:

A
  • Common Law (is judge made law, like cases- have like
    punishments) .
  • Common law rights (treat everyone fairly without bias).
  • Guides all our policies and procedures.
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7
Q

Police powers and human rights-

A

Police powers are given to them by treaties, statutes and legal precedent.

Police have the power to breach some human rights given they have justification.

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8
Q

Police can justify breaching human rights of others when?

A

(DAMS)
Deadly Force – violation of the right to life (Article 3).
Arrest – violation of the right to liberty (Article 3).
Move along direction – violation to right to freedom of
movement (Article 13).
Surveillance and Searching - violation of the right to privacy
(Article 12).

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9
Q

The definition of ‘Culture’ is?

A
  • Shared beliefs, values and behaviour.

- As a result of their race, religion or even something as simple as their job type.

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10
Q

What is social inequality?

A
  • Social status.

- A structure divided by social standards E.G. age, gender, ethnicity, level of education occupation and where we live.

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11
Q

What are the processes in place to ensure police keep the peace without bias?

A

Policies procedures and legislation to keeping the peace. Training in regard to critical thinking encourages police to become aware of their own culture and there own biases.

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12
Q

What is ‘Discretion’?

A

Acting according to your own judgement where your authority leaves you free to do so. Enabled by Original Authority.

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13
Q

What is Appropriate Discretion?

A

(HABIT)
H – Have consistency.
A – Act in good faith.
B – Base your decision on rationality (not emotion).
I – Ignore irrelevant factors.
T – Take account only of relevant factors.

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14
Q

What is Inappropriate Discretion?

A
  • Ignores relevant facts.
  • Takes account of irrelevant facts.
  • Is applied inconsistently (subjectivity as its basis).
  • Is based on irrationality, emotion or how you’re feeling.
  • Is applied in bad faith.
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15
Q

Lawful sources of Police Discretion:

A

Sources of police Discretion:

  • LEPRA, Sections 99(1)(a), (1)(b) and (2).
  • Common Law powers of the Constable, or the original Authority of the Constable.
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16
Q

Reasons for Police Discretion:

A
  • Community as a whole does not always want the law enforced.
  • Uphold the spirit rather than the letter of the law.
  • Law breaker’s intent is not always deliberate, ‐ malicious or evil.
  • Laws cannot conceive of every situation and still remain workable.
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17
Q

The Rule of Law:
A system of authority where all laws are publicly agreed upon,
publicly available and apply to all, especially the law makers and
enforcers. Open, Transparent, Accountable.

A

The Rule of Law:
A system of authority where all laws are publicly agreed upon, publicly available and apply to all, especially the law makers and enforcers. Open, Transparent, Accountable.

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18
Q

Link between discretion and the rule of law:

A

Remains consistent no matter who has committed the offence because no one is above the law.

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19
Q

Communication model:

A
  • Sender Encodes.
  • Barriers.
  • Receiver decodes.
  • Feedback.
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20
Q

Communication barriers:

A
  • Language, race and religion.
  • Attitude.
  • Jargon.
  • Lack of attention.
  • Emotional.
  • Poor skills.
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21
Q

Strategies to overcome communication barriers:

A
  • Speak clearly.
  • To the point.
  • Use diagrams, hand gestures.
  • Translators.
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22
Q

Why do police need to be effective communicators?

A
  • To get their point across.

* So people listen to police and obey the given to them directions.

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23
Q

What does it mean to communicate?

A

To send or receive information.

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24
Q

How do we communicate?

A
  • Verbal - Face to face, telephone.

* Non verbal communication - Body language, gestures, how we dress or act.

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25
What is and why is feedback important?
* Feed back is acknowledging the message has been received - e.g. nodding head, agreeing, repeating statements. * It is important, as it confirms that the message has been received and understood correctly.
26
Benefits of Improved Customer Service:
• Increased public confidence in the NSWPF. • Lower complaint rates and lower costs associated with complaint management. • Greater recognition of staff. • More efficient court proceedings and a positive impact on crime rates.
27
What's the police radio used for?
* CNI checks- Central name Index. * Status updates. * Reports.
28
Police Radio use theory:
* Turn it on - Everything is recorded. * It is not a mobile phone. * Talk clearly and concisely. * Keep transmissions short. * Build short brakes into long transmissions.
29
Police radio- Common Procedures 1:
* Call off or on re: jobs. * Stand buy: everyone to wait and not transmit unless urgent. * Copy: acknowledge.
30
Police Radio- Common Procedures 2:
- Signal 1: life of officer in danger. - Urgent: Immediate attention from VKG and assistance required. - Radio secure: Only meant for police ears.
31
List of Police Radio checks:
* CNI: Central Name Index (check on person). * Warrant check: check if they have warrants. * Licence check. * ILS: Integrated licensing system: firearms or security. * Vehicle: transport: Rego check. * Stolen check. * Location enquiry: location of address. * Radio check.
32
When conducting a name CNI check:
* Call sign and ask for acknowledgement. * Ask for CNI/person/warrant check. * Wait for go ahead. * Surname then spell phonetically. * Say first name spell phonetically. * Give date of birth 02 01 1993. * If you have address give address.
33
When conducting a Vehicle check:
* Call sign. * Ask for check. * Wait for go ahead. * Give rego details phonetically. * Give state rego. * Brief description of vehicle.
34
When conducting a Location check:
* Call sign. * Ask for location check. * Wait for go ahead. * Give address. * Street name phonetically.
35
PAL (Police Assistance | Line):
``` Public can report to this line: • Break and enter. • Fail to pay for fuel. • Motor vehicle/vessel theft. • Stealing. • Malicious damage. • Minor traffic crashes. • Lost property. • Taxi fare evasion. ```
36
When answering a telephone, you answer:
* Professionally. * With courtesy. * Promptly.
37
Getting a call from front desk to police on duty:
CAD (computer Aided dispatch)
38
What is 'Assertiveness'?
The quality of being self-assured and confident without being aggressive. It shows you are in control of the situation. * Exercising your own personal rights while respecting the rights of others. * Its getting what you want while helping others get what they want.
39
What are the Characteristics of assertiveness?
``` (CONN) • Contentious- (stand up for their rights). • Open. • Not anxious. • Not intimidated. ```
40
What are the '4 Assertiveness Rules'?
``` (HERB) H – Be Honest. E – Negotiate on Equal terms. R – Relevant facts only. B – Stick to your Bottom line: • Honest. • Professional. • Build Rapport. • Listen. • Be Clear. • Explain Powers. ```
41
What are the strategies for being assertive?
* Speak clearly. * Speak confidently. * Direct. * Speak with fact and without judgement. * Listen to what they say. * Tone of your voice. * Speak normally. * Make sure body language matches tone and volume. * Maintain eye contact and relax. * Avoid exaggerated words. * Practice in many situations.
42
What is 'Passive' and 'Submissive'?
* Passive = Accepting or following what others do. | * Submissive = Quiet ready to conform.
43
What is 'Aggressive'?
- Using forceful actions to achieve goals. - Little or no respect and regard for others. - Reactive and emotional responses.
44
Conflict management roles - | What is a 'mediator'?
* Acts as third party outside of the conflict. * Gets both sides to abide by rules for sorting out the conflict. * Gets both sides to listen to the others side's point of view. * Encourages both sides to reach an agreement or workable compromise.
45
Conflict Management roles - | What is a 'negotiator'?
• A person involved in a conflict who attempts to get his/her needs met through a course of action suited to their own ends, which may involve manipulating what power they have. They may have to agree to compromises that are removed from their first choice outcome.
46
Conflict Management roles - | What is a 'facilitator'?
* A person who has up to date knowledge of persons or agencies that can assist conflicting parties to resolve disputes. * Uses that knowledge to refer parties to these agencies.
47
Conflict Management roles - | What is a 'Law Enforcer'?
• After having listened to both parties views of a conflict, a Law Enforcer makes a ruling on the dispute, invoking a law to determine the outcome.
48
What is a Conflict of Interest?
1. When the private interests of a NSWPF employee interferes or influences their official duties and responsibilities. 2. When a person uses their official status to influence private interests.
49
What are 3 types of Conflict Of Interest?
1. Actual 2. Perceived 3. Potential
50
What are 3 Broad Areas of Concern when it comes to Conflict of Interest?
1. Secondary Employment - Employment outside of the NSWPF. 2. Declarable Associations - When an individual is associated with a person/group/organisation that is involved in (or perceived) an activity that is incompatible with the NSWPF. 3. Professional Distance - The space that should be kept between the professional and personal relationship of two people.
51
Conflict Management Strategies of Police (FRAP):
* Focus on the situation. * Respond and remain professional. * Access verbal and non verbal communication. * Paraphrase your understanding.
52
Managing Conflict (ASSCA):
A – Ask: make them aware what is required by asking/requesting that they do something. S – Set context: always related to law, policy and procedure – bottom line and your powers. S – Set options: what do they have to lose? Negotiate with something important to them. C – Confirmation: find out if there is anything you can say to help them comply. A – Action: relates to your goal and must be taken according to law, policy and procedure.
53
Misread Conflict:
* Mock aggression – the language a person uses may imply aggression but is not intended. * Testing behaviour – people may seek to test out or resolve. * Un-channelled anger – someone is feeling angry but not at you.
54
What is the difference between listening and hearing?
* Listening is comprehending and understanding. | * Hearing is hearing but not comprehending.
55
Factors that influence Effective listening:
* Talking while listening. * Interest in topic. * State of mind (intoxicated tired).
56
4 types of listening (MEAN):
1. Marginal listening. 2. Evaluative listening. 3. Active listening. 4. Non- listening.
57
What is Active listening?
* Listening with intent to understand. * Focusing on speaker. * Aiming for complete understanding of point of view. * Convey attention and encourage communication.
58
What is Marginal Listening?
Only listening to what you want.
59
What is Evaluative listening?
Making judgements about what the other person is saying.
60
What are the Barriers of effective listening?
* Distractions. * Emotions. * Noise. * Lack of interest.
61
What is Effective listening?
* Nodding head. * Not multi tasking. * Agreeing or acknowledging.
62
Non verbal communications to help speaker:
* Facial expressions to show you understand. | * Head nods.
63
Why is it important to Build rapport and show empathy?
People are more willing to engage if you show them you are actively listening, by building rapport and showing empathy.
64
Consequences of not actively listening:
• Some police my eventually become de-sensitised to situations, and so not actively listen. • Own thoughts might cloud their judgement.
65
Non verbal body language/communication:
* Posture. * Appearance. * Head movements. * Hand movements. * Eye movements. * Facial expression. * Body contact. * Closeness. * Sounds (laughing). * Ways of talking (pauses, stress on words).
66
When to use Spoken communication:
* Depends on audience and circumstances. | * Depends on your role in situation.
67
When police communicate:
* Radio. * Telephone. * Interpersonal. * Across the counter. * General duties. * With colleagues. * In court. * Internal communication (chain of command).
68
Issue Papers (Colours):
White- To commander via supervisor. Green- To commander or manager of another area via chain of command. Yellow- To a member of the commissioners executive team. Pink- To the Minister’s Office via your immediate chain of command.
69
What a issue paper contains:
* Issue- Statement of the issue. * Background- History and current position of the issue. * Comment- Defines each option and recommends an option with reasons for this choice. * Recommendation- Brief statement requesting approval for the action being proposed.
70
S. 5 VRSA 2013 – Meaning of a victim of crime:
• Person who suffers harm as a direct result of an act committed, or apparently committed, by another person. • A result of such an act Actual physical bodily harm or psychological or psychiatric harm, or the person’s property is deliberately taken, destroyed or damaged. • If a person dies a member of the immediate family is also a victim of crime. • Immediate family may nominate a family member to be a representative for the charter of victims rights.
71
'Vulnerable' defines somebody as being:
* Defenceless in front of potential risks. * Capable of being physically or emotionally wounded. * Open to attack or damage. * Assailable.
72
'At risk' | A state or condition marked by:
• A high level of risk or susceptibility. • Being exposed to harm. • Particular threats or to danger in general. - Will often be external factors coming from society or person’s physical environment.
73
S. 28 LEPRR – Vulnerable Persons (PANIC):
``` P – Impaired Physical functioning. A – Aboriginal or Torres Strait Islander. N – Non-English speaking background. I – Impaired intellectual functioning. C – Child under 18 years of age. ``` - Regulation 28 law enforcement powers and responsibilities. - Section 112- modification of section. - Section 9- Rights whilst in custody.
74
What do victims of crime expect from police?
* Informed of the process. * Services you can access and how to access them. * Treated with respect and fairness. * Victims card. * Contact details of police. * Treated with empathy.
75
Victim Care (PEPS):
P – Provide duty of care. E – Explain process. P – Provide victim card. S – Seven (7) day follow up.
76
Customer Service Charter Guidelines (PITA): Sets out the way in which victims of crime should be treated. It applies to all gov agencies, non gov agencies and private contractors funded by the State.
P – Professional and helpful: • Listen to and acknowledge needs. • Treat fairly and with respect. • Maintain confidentiality. • Show care and be accurate. • Take ownership of matter. I – Informed through the whole process: • Event no. and police contact details. • Victim: explain rights, regular updates. • Witness: offer to provide follow-up info. • Communicate with communities re: issues relating to them. T – Take appropriate action: • Provide info re: timeliness when attending scene. • Explain process of the matter. • Investigate the matter and advise on the outcome. • Attempt to resolve the matter at first point of contact. • Tell and justify when no further action is taken. A – Accessible to everyone in the community: • 24/7 assistance. • Through PAL, provide info on nearest police station. • Give priority to emergency and allocate priority to jobs. • Be accessible to everyone (without discrimination).
77
In relation to victims of crime | Police should adhere to:
The charter of victims rights and the 9 minimum standards.
78
'Primary victim':
Actual victim of crime.
79
'Secondary victim':
Witnesses, family.
80
The NSW Police Force 9 minimum service standards for victims:
Police will: (REIL EPICK) 1. Right to make a Victim Impact Statement. 2. Explain how they will deal with their matter. 3. Information about support services. 4. Look after any of your property that is needed as evidence. 5. Encourage you to make contact with them if you need or have any further information. 6. Provide a Victims Card. 7. Information about being a witness. 8. Consider your safety and protection in any applications for bail. 9. Keep you informed throughout the investigation unless information puts the investigation in jeopardy, in which case, police will tell you that this is the reason why they cannot release some information.
81
Cross cultural communication - Stereotypes:
Are beliefs about people based on their membership in a particular group. Stereotypes can be positive, negative or neutral, and often come in the form of generalizations.
82
Cross cultural communication - Prejudice:
Is a personal prejudgment or negative belief or feeling about a particular group of individuals.
83
Negative effects of stereotyping on communication:
It inhibits our ability to have an open mind about what we are hearing or seeing. May result in misinterpreting or missing important information.
84
4 documents related to ethical policing (COMS):
* Code of conduct and ethics. * Oath of office. * Mission and functions of the NSW police force. * Statement of values.
85
CALD (Cultural and Linguistically Diverse) Communication Behaviour:
* Don’t shout. * Be direct. * Give any instructions in a clear, logical sequence. * Use relevant vocabulary. * If you don’t understand something, ASK!. * Use any form of communication you can. * Be culturally aware. * Make sure you are understood. * Avoid jokes which leave out the client.
86
Ethnicity Base Descriptors:
* Aboriginal/Torres Strait Islander appearance. * African appearance. * Asian appearance. * Caucasian appearance. * Sub-continental appearance. * Mediterranean/Middle-eastern appearance. * Pacific Islander/Maori appearance. * South American appearance.
87
Aboriginal Strategy Direction:
We will acknowledge Aboriginal and Torres Strait Islander history, culture and traditions where possible and in the workplace.
88
Cultural Competency:
Having the knowledge and skills required to effectively and appropriately operate within a culturally diverse environment.
89
Discrimination:
When someone is treated unfairly because they happen to belong to a particular group of people or have a particular characteristic.
90
Vilification:
``` • Any public act that could incite others to: – hate or, – have serious contempt for or, – have severe ridicule of • A person or group based on their: – actual or perceived race or, – sexual orientation. ```
91
3 influences in police relationships with youth (CSP):
* Constriction of social space (area youth can congregate). * Social background (employment, money). * Political and occupational pressure on police (Pressure on police to bring youth offenders to justice).
92
How to communicate with young people:
* Communicate directly with the young person. * Make a connection with the young person. * Employ an attitude of conciliation. * Display due respect for the rights of young people. * Cooperate with other agencies. * Utilize those with special training, for example, Youth Liaison Officers (YLO). * Employ a problem solving approach.
93
Death Messages- Challenges delivering messages:
* Separating empathy v sympathy. * Inexperience. * Knowing what to say. * Who is going to deliver the message.
94
Empathy:
Understanding another person's views and feelings while maintaining your own perspectives.
95
Sympathy:
Adopting another person's feelings and emotions as your own.
96
Communication Barriers:
* Emotional. * Cultural. * Language.
97
Death Messages - Considerations:
* Planning what you are going to say. * Who is going to deliver the message. * Does anyone know the people the message is for. * Accuracy of the message (check the facts). * Approach premises quietly. * Body language. * Tone of voice. * Privacy of people involved. * Comfort of the people involved. * Others that may be on the premises. * Honesty to the point.
98
What police should avoid when delivering Messages (Death messages etc):
* Being sympathetic (unless it has happened to you also). * Delivering the message in public. * Using terms fatally INJURED / mortally WOUNDED. * Details of the persons death.

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