Verbal Communications

Question 1

How is information exchanged?

Answer 1

Two way process - sending and; receiving of information.

Question 2

______ is the foundation of effective communication.
“the ability to recognize, understand, and manage our emotions; and to recognize, understand, and influence the emotions of others.”

Answer 2

Emotional Intelligence

Question 3

“________ is a skill that you can learn. It is like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.”

Answer 3

Communication

Question 4

Communication is said to be the _______ life skill one could possess.

Answer 4

most important

Question 5

The two words ‘information’ and ‘communication’ are often used interchangeably, but they
signify quite different things;
Information is _______. communication is ______.

Answer 5

giving out;

getting through

Question 6

______ is able to be trusted as being accurate or true; reliable. Commanding, self-confident; likely to be respected and obeyed

Answer 6

Authoritative

Question 7

______ is enforcing very strict obedience to authority. Much like an autocrat, or dictator, oppressive, tyrant

Answer 7

Authoritarian

Question 8

Simple basics of human interaction:
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_

Answer 8

●Listening actively
●Asking questions
●Showing courtesy
●Engaging empathetically  
●Observing non-verbal body language

Question 9

Escalation by the officer may be due to…
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_

Answer 9

●failed delivery 
●Authoritarian thought process
●Lack of communication skill set
●Deficient skill set
●emotional intelligence issues (ex: depression, anger, fatigue, worry)
●“Contempt of Cop”

Question 10

______ a temporary state of upset and disorganization, characterized by an inability to cope with a particular situation using customary methods of problem solving

Answer 10

Crises:

Question 11

EQ stands for ___________.

Answer 11

emotional intelligence quotient.

Question 12

key characteristics associated with Emotional Intelligence (EQ):
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_

Answer 12

● Self-awareness of one’s attitude, thinking attached to attitude, and behaviors
● Self-control
● Social competency and; empathy
● Motivation and determination
● Influencing others
● Understanding others

Question 13

Advantages of Emotional Intelligence (EQ):
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_

Answer 13

● Better communication and connections with others
● Better equipped to deal with unexpected stress
● Controlling feelings & behavior (managing worry, anger, crisis)
● More accurate perceptions
● Optimism increases
● Stronger relationships bonds

Question 14

four (4) limited connections with communication:
1. 
2.
3.
4.

Answer 14

1. Immaturity;
2. Ego driven;
3. Failure to value;
4. Insecurity

Question 15

“First impressions matter. The way an interaction begins: ______!

Answer 15

affects the interaction as a whole

Question 16

Experts say we size up new people in somewhere between _____ and ______.” ~Elliott Abrams (Wall Street Journal May 9, 2009)

Answer 16

30 seconds and two minutes

Question 17

John C. Maxwell stressed these three essential elements of communication:
1. _______
2. _______
3. _______
Failure to include any one of the above three will develop in a disconnect/ breakdown in communication.

Answer 17

1. Thought – something we know
2. Emotion – something we feel
3. Action – something we do

Question 18

Maxwell’s Four (4) Components of Connection

1. ______
2. ______
3. ______
4. ______

Answer 18

1. What people see –Connecting Visually
2. What people understand – Connecting Intellectually
3. What people feel – Connecting Emotionally
4. What people hear – Connecting Verbally

Question 19

Humans remember ___-___% of what they see

Answer 19

85-90%

Question 20

We remember less than ____% of what we hear

Answer 20

15%

Question 21

John C. Maxwell explains in his book, Everyone Communicated, Few Connect, that people are asking three questions about you:

1. ______
2. ______
3. ______

Answer 21

1. “Do You Care for me?”
2. “Can You Help Me?”
3. “Can I Trust You?”

Question 22

Talking may be the ____ ____ to effective communication. Questions are the answer.

Answer 22

Talking may be the greatest obstacle to effective communication. Questions are the answer.

Question 23

______ is a communication technique used in counseling, training, and conflict resolution. It requires that the listener fully concentrate, understand, respond and then remember what is being said. The process of carefully gathering information based on verbal and nonverbal observations. Your undivided attention is required.

Answer 23

Active listening

Question 24

How does the body communicate interest? 
Hands - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Feet - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Head -  \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Arms - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Face - \_\_\_\_\_\_\_\_\_\_\_\_\_\_

Answer 24

Hands - open palms, evaluation gestures

Feet – pointed toward the talker

Head – tilted slightly, generally aligned to the talkers

Arms – open

Face – relaxed, involved, nodding, smiling

Question 25

Active listening is a system and method for achieving a _____ goal.

Answer 25

de-escalation

Question 26

______ identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another. the ability to understand and share the feelings of another (walking in their shoes).

Answer 26

Empathy

Question 27

______ is one of the most influential and important tools of communication to put another’s meaning into your words and delivering it back to them.

Answer 27

Paraphrasing

Question 28

People with high self-esteem admit _____; people with low self-esteem ____ them.

Answer 28

mistakes; deny

Question 29

Communication has 3 components: 1. ______ 2. ______ 3. ______

Answer 29

verbal - 7% (words), nonverbal - 55% (body lang.), and paralinguistic - 38%(feeling/tone/inflection).

Question 30

6 Principles of Persuasion: 1. ______ 2. ______ 3. ______ 4. ______ 5. ______ 6. ______

Answer 30

1. Consensus 2. Consistency 3. Authority 4. Reciprocity 5. Liking 6. Scarcity

Question 31

5 Universal Truths:

Answer 31

``` 1. All people want to be treated with dignity and respect. 2. All people want to be told why they are being asked to do something. 3. All people want to be asked rather than told to do something. 4. All people want to be given options rather than threats 5. All people want a second chance. ```

Question 32

Identify common communication blunders. 1. ______ 2. ______ 3. ______ 4. ______ 5. ______ 6. ______ 7. ______ 8. ______ 9. ______ 10. ______ 11. ______ 12. ______

Answer 32

1. Not giving eye contact. 2. Interrupting 3. As the saying goes, “Actions speak louder than words.” 4. Not paraphrasing and restating what the other person says: 5. Making assumptions before you hear the whole message: 6. Letting your emotions control what you say: 7. Not asking probing questions of other people: 8. Needing to “win” an argument: 9. Letting your thinking distract you from giving your full attention: 10. Attacking another’s character: 11. Not being empathetic & realizing that perception is reality: 12. It is highly recommended to use minimal profanity:

Question 33

The Four Horsemen - Communication styles 1. ______ 2. ______ 3. ______ 4. ______

Answer 33

1. Criticism 2. Contempt 3. Defensiveness 4. Stonewalling

Question 34

``` L-E-A-P-S method commonly used in counseling: This can be a polite and effect way of disengaging from the conversation with dignity and respect. L - _______ E - _______ A - _______ P - _______ S - _______ ```

Answer 34

``` L - Listen Actively E - Empathize A - Ask questions P - Paraphrase S - Summarize ```

Question 35

``` You are never at your best for decision-making and communication when you are: HALT. H - _______ A - _______ L - _______ T - _______ ```

Answer 35

H - Hungry A - Angry L - Lonely T - Tired

Question 36

Arresting Communication by _______

Answer 36

Jim Glennon

Question 37

Everyone Communicated Few Connect by ________

Answer 37

John C. Maxwell

Question 38

Verbal Judo by ________

Answer 38

Thompson and Jenkins

Question 39

Unchecked and unmanaged emotions become a “______ ______.”

Answer 39

merciless taskmaster

Question 40

People who say they have a good attitude, ____ _____ ______ _____. People who admit they have a bad attitude, usually _____ _____ _____.

Answer 40

take responsibility for it | ;blame outside forces

Question 41

Just remember these commonalities of human nature: Communication is a _______. People are ruled by their _________. People need to feel they have ____, ____, and ______ We all have the potential to become _______.

Answer 41

constant; subconscious; worth, value, and importance; reactive

Question 42

Amazingly, more than ____% of the impression we often convey has nothing to do with what we actually say.

Answer 42

90%

Question 43

Albert Mehrabian (born ____ to an Armenian family in Iran), Professor Emeritus of Psychology, UCLA, has become known best by his publications on the relative importance of verbal and nonverbal messages. His theory has become known as the 7%-38%-55% Rule, for the relative impact of words, tone of voice, and body language when speaking.

Answer 43

1939;

Question 44

_____; Nonverbal communication is primarily conducted through the use of gestures, facial expressions, and body language.

Answer 44

Kinesics

Question 45

``` we generally notice people in this descending order and formulate an opinion based on their: __________; __________; __________; __________; __________; __________; ```

Answer 45

``` Face Body language How they speak to us (paralinguistic) Word choices Then we look for or evaluate their verbal-nonverbal disconnects (does body language match their words) to determine safety, truthfulness, or intent. ```