Chapter 2: Communications
Give clear, specific directions; for example, "Stand next to the trunk of your car," is better than "Move over where I can see you." What is this an example of?
To prevent common barriers to communication
Keep sentences brief and to the point. Short sentences minimize distractions, especially in stressful, confusing, or noisy situations. What is this an example of?
To prevent common barriers to communication
Use open-ended questions (not yes-or-no questions) to promote communication without limiting the other person's responses to short or one-word answers. What is this an example of?
To prevent common barriers to communication
What is maintaining appropriate eye contact so that you can read non-verbal cues an example of?
To prevent common barriers to communication
When you allow the person to give their side of the story, what is this an example of?
To prevent common barriers to communication
When you treat everyone with respect, what is this an example of?
To prevent common barriers to communication
Non-verbal behavior regarding ____ also depends on the person.
Touch
________________ the conversation can help you remain objective in a difficult situation by keeping your thoughts, verbal and non-verbal communications, and emotional responses in check while you assess a situation and complete tasks
Visualizing
To complement a verbal message, such as nodding to confirm the direction you've pointed a motorist to go. This is an example of what?
Ways you can use non-verbal communication effectively
To confirm an action, such as nodding your head to indicate to the other person that you're listening. This is an example of what?
Ways you can use non-verbal communication effectively
To indicate direction in a situation where it is too loud for verbal communication alone. This is an example of what?
Ways you can use non-verbal communication effectively
To substitute for the verbal message, for example, by extending your arm and holding your hand out to indicate that the person needs to stop. This is an example of what?
Ways you can use non-verbal communication effectively
to emphasize commands, such as pointing in different directions to separate arguing parties. This is an example of what?
Ways you can use non-verbal communication effectively
What is verbal communication?
What someone says with words
Be ware of things that irritate you is an example of what?
What to do when presented with a stressful situation
Breathe smoothly, deeply, and evenly to maintain your composure is an example of what?
What to do when presented with a stressful situation
Exercise self-control over your reactions is an example of what?
What to do when presented with a stressful situation
Maintain an impartial outlook is an example of?
What to do when presented with a stressful situation
Precisely execute your duties to help retain your self-control is an example of what?
What to do when presented with a stressful situation
What is "When you interview someone, what is your body language saying? Do you lean forward to indicate interest?" an example of?
body movement
We use our ___________ to communicate our attitude or our emotional state by facing or learning toward a person or through moving away from a person
body movements
_________ often offer vital non-verbal cues
body movements
A __________ usually occurs when a person unintentionally or intentionally drops their gaze from the person looking at them
break of gaze
If a person ______________, it may indicate any number of emotions or non-verbal messages. Don't be too quick to assume that you understand their response if they are not making eye contact with you.
breaks their gaze
Be the _______________, and do not allow your anger to escalate a situation
calming presence
Using a __________________ approach is both assertive and cooperative
collaborative
_____________, an officer's most valuable non-verbal tool, is your demeanor and confidence exhibited by personal appearance, erect posture, alertness, and attention to surroundings
command presence
What is a sudden change in body language or tone an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is failing to explain your actions an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is failing to listen to what the person has to say an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is having prejudices or implicit biases that lead to false assumptions or stereotyping an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is non-verbal communication not matching your spoken word an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is phrasing your message in a disrespectful way an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is use of derogatory hand gestures or body movements and example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is using curse words or slurs an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
What is using dialect, slang, words that have multiple meanings, or different languages an example of?
common barriers, verbal and non-verbal, that you should try to avoid when communicating
Listening will help you _________ better when you need to speak
communicate
To _______________ effectively, you must control you emotions and not allow them to dictate your words or actions
communicate
When you _________ with someone from another culture, and don't take intercultural differences into account, misunderstanding can result
communicate
Understanding the subtle differences between a person's spoken words and their non-verbal communication will improve your ability to _____________.
communicate effectively
All ___________ is subject to misinterpretation because people may react differently in stressful situations
communication
For ____________ to occur, the speaker must send their message in a way that the listener will understand. Then, the listener can show that they understand by responding.
communication
Having good _______________ will help you avoid misunderstandings and escalation of tense situations. This will help keep you and the community you serve safe.
communication skills
You should be able to adapt your __________ to fit the needs of the people you are interacting with and to fit the situation at hand.
communication style
__________ refers to the people and locations that make up the neighborhoods, institutions, and businesses in the area where you work
community
The community expects officers to behave in a __________________, treating all people fairly with consideration and compassion
courteous, efficient, and accessible manner
How you display professional conduct or show respect for others is?
courtesy
Giving the other person a chance to speak is an example of what?
including procedural justice in your communications with the public
Remaining transparent in your actions is an example of what?
including procedural justice in your communications with the public
Treating people with respect is an example of what?
including procedural justice in your communications with the public
Properly managing conflict can ____________ and understanding of the people involved and help them accept a decision or outcome.
increase the awareness
_______ is filtered through your life experiences and shapes your opinions
information
On the job, law enforcement officers ______ people of many backgrounds, cultures, religious beliefs, and ethnicities.
interact with
It is important to understand the concept of _____________ and how it can affect your job as an officer
intercultural communication
When you communicate with someone from another culture, and don't take __________________ into account, misunderstanding can result
intercultural differences
Getting to know the various cultures within the communities you serve is one of the most positive actions you can take to improve _______________
interpersonal communication
The simple act of ________________ to a person and explaining the reason for your interaction may make the person feel more at ease
introducing yourself
Empathy ______ the same as sympathy, which is feeling sad for someone
is not
Establishing order by guiding the people involved in the dispute toward a peaceful end should be the main goal; however, everyone _________ agree with the solution
may not
When you communicate with someone from another culture, and don't take intercultural differences into account, __________________ can result
misunderstanding
Surveys show that people will ____________ complain about your behavior if you show disrespect or arrogance, humiliate people, or rush to judge situations before gathering all the facts.
most likely
Visualizing the conversation can help you ______________ in a difficult situation by keeping your thoughts, verbal and non-verbal communications, and emotional responses in check while you assess a situation and complete tasks
remain objective
Determine if the conflict can be _____ or only managed.
resolved
You need the public's ____________________ to provide effective law enforcement services. To improve your communication with diverse communities, learn the demographics and social characteristics of your community
respect, support, and cooperation
What is empathy?
the ability to understand and care about the emotions of others
What are questions you should ask yourself for voice and tone?
- What are the tone, volume, and pitch of the person's voice? - Does my tone of voice indicate sarcasm, confidence, compassion, or anger? - what words are used, and how are they spoken?
What can cause a break of gaze?
- personality - emotional state - traumatic event - cultural norms - recalling information
What are some communication cues?
- voice and tone - general appearance and dress - posture - body movement - facial expressions - touch - smell - personal space - eye contact
Asking ______________ can also make the communication process smoother
the right questions
What is posture?
the way we sit, walk, stand; it can include our bearing, subtle movements, and general presence.
What are the 10 core competencies?
1. Introduction 2. Appropriate questions 3. Active listening 4. Self-de-escalation 5. Non-verbal communication 6. Environment and audience consideration 7. Implicit bias 8. Self-awareness 9. Procedural justice 10. Appropriate conclusion
_________________ takes place when people from different cultures communicate. "Intercultural" can mean interethnic, interreligious, interregional, as well as between genders
Inter-cultural
Communication barriers are an example of?
a reason for miscommunication
Unclear expressions are an example of?
a reason for miscommunication
_______________________ made by an officer can inflict emotional harm on anyone who hears it. It can also undermine the officer's reputation and the law enforcement profession as a whole
A slur or disparaging comment
Clarifying or asking the person to explain or to repeat a part of the discussion that seemed unclear or that you did not hear is an example of what?
Active listening
Ensuring that you allow adequate time for the person to both comprehend what you have said and be able to respond to you is an example of what?
Active listening
Paraphrasing or restating the information the person provides is an example of what?
Active listening
Reflecting by stating the information in a way that allows the person speaking to know that you not only understand what they said, but you also recognize their feelings an emotions is an example of what?
Active listening
Summarizing or repeating several of the major points to check understanding is an example of what?
Active listening
_______________ involves focusing more on listening than on talking.
Active listening
_________________ methods include spoken or written language, gestures, facial expressions, and body movements
Communication
_____ may be identified as the customary beliefs, social norms, and significant traits prevalent among a group of people or in a particular place
Culture
Does my gender affect this situation? What is this an example of?
Differences that may block your communication as well as similarities that may support your effectiveness
Is there a family or cultural chain of command that I should be aware of? What is this an example of?
Differences that may block your communication as well as similarities that may support your effectiveness
Is there a language barrier? How can I work to communicate effectively if this is the case? What is this an example of?
Differences that may block your communication as well as similarities that may support your effectiveness
________ allows you to connect with someone
Empathy
What does LEED stand for?
Listen - give everyone you interact with a chance to tell you their side of the story Explain - always explain your actions Equity- make fair decisions Dignity - treat people with respect
__________ may create problems and potential safety issues
Miscommunication
__________ between law enforcement officers and communities can make the community more secure and protected from criminal elements
Partnerships
Keeping your uniform clean and pressed and your shoes shined is an example of what?
Positive self-image
Act with dignity and leave people with their dignity. What is this an example of?
Strategy for conflict resolution
Gather information from all sides. Allow people to give their side of the story. What is this an example of?
Strategy for conflict resolution
If possible, help mediate a compromise. What is this an example of?
Strategy for conflict resolution
Provide options and available resources. What is this an example of?
Strategy for conflict resolution
Render aid, if needed. What is this an example of?
Strategy for conflict resolution
Separate the people involved, making sure they are in a safe location and they cannot communicate with one another. What is this an example of?
Strategy for conflict resolution
Tell the people involved why you're taking action (or not taking action). What is this an example of?
Strategy for conflict resolution
When appropriate, explain what you're doing and what the people involved can do. What is this an example of?
Strategy for conflict resolution
What is communication?
The exchange of messages, verbally and non-verbally
What is an example of displaying a positive self-image in law enforcement roles?
When speaking to a victim, sitting down with them instead of standing over them. In this way, you are still in control of the situation and conveying ability, but also making the victim more comfortable.
A person has a language difference or accent. What is this an example of?
When you should minimize barriers to communication
Environmental and situational distractions are present, such as background noise in a person's home with a child crying or the radio on full-blast. What is this an example of?
When you should minimize barriers to communication
People have physical or psychological disabilities or conditions; for example, you will need to speak louder for someone who may be hard of hearing. What is this an example of?
When you should minimize barriers to communication
Are facial expressions universal?
Yes
A failure to understand the other person's needs is an example of?
a reason for miscommunication
Avoiding words, phrases, and a sarcastic tone which may create barriers. An example is using the word "obviously" when the situation may not be obvious to someone else. Another expression to avoid is the phrase "you people," which establishes an instant separation between you and the people you are addressing is an example of what?
a tip to demonstrate courtesy as an officer
Being personal yet professional by introducing yourself by name and using the person's name to establish rapport is an example of what?
a tip to demonstrate courtesy as an officer
Explaining what actions you are taking and why is an example of what?
a tip to demonstrate courtesy as an officer
When a person's request seems unrealistic, instead of focusing on what cannot be done, directing the focus to what can be done is an example of what?
a tip to demonstrate courtesy as an officer
treating every person you meet with dignity and respect is an example of what?
a tip to demonstrate courtesy as an officer
To manage conflicts effectively, you should employ ____________, understand human and cultural diversity, and practice self-control.
active listening
Be aware of how eye contact, gestures, personal space, and facial expression can _________________
affect your communication with diverse communities
Work with the people involved to find a solution that satisfies the concerns of ____________. If mediating a conflict, try to identify the underlying concerns of each and find an alternative that meets both sets of concerns
all parties
Think of empathy as a ___________
tactic
What is non-verbal communication?
any message or signal sent from one person to another without the explicit use of language
At the end of any interaction with a person, whether law enforcement action is taken or not, conclude the interaction by explaining what action will be taken (or not taken) and why. What core competency is this an example of?
appropriate conclusion
Leave the person with their dignity and treat them with respect. This is an example of what core competency?
appropriate conclusion
Know the limits of your skills, the law, and your authority, and how to ___________ apply these to a situation
appropriately
Conflicts between juveniles and their parent(s) _____ common calls for service
are
Using a collaborative approach is both ________ and _____________
assertive and cooperative
What is professionalism?
behavior that demonstrates good character, marked by pride in self and career
What is "Does the person you're talking to exhibit physical indicators, including rocking back and forth, twitching their eyes, or shaking their legs? These behaviors could indicate that the person is nervous and is trying to soothe themselves or could be indicators of fight or flight." an example of?
body movement
Sometimes managing conflict requires actions such the officer must take to establish control, such as, calling additional personnel, re-deployment of resources, strong verbal commands, physical force, or the threat of force. These actions along with others are commonly referred to as _______________
de-escalation techniques
These actions along with others are commonly referred to as ____________ and are designed to bring a volatile situation under control so that other techniques, such as mediation and arbitration can take place
de-escalation techniques
You can't successfully manage situations that are not under control, but through the use of _____________ you may regain or establish control of the situation so that dialogue and mediation can occur
de-escalation techniques
Although you will treat everyone with _________________, be mindful with whom, and where, you are speaking.
dignity and respect
Be _____________ and culturally sensitive. For example, if somebody does not speak your language, or is hearing impaired, be patient and attempt to provide that person with an interpreter
empathetic
Officers can use ______ in many settings to help keep situations safe for everyone.
empathy
These behaviors may seem basic, but in a stressful or volatile encounter, ________ can mean the difference between escalating into violence or keeping everyone safe and secure.
empathy
Using ________ to put yourself in another's shoes will also help you employ the four pillars of procedural justice
empathy
Using ___________ can help you better understand your community, which can mean being safer on the job.
empathy
You respond to a call about a person loitering in front of a store. Use _____ to help navigate the situation. Consider how this person might be fearful of the police and unsure of the situation. Think back to times when you were afraid or felt unsafe and use these experiences to let this person know that you understand how afraid they might be
empathy
As a general rule, evaluate verbal and non-verbal behaviors within the _______ of what is going on, taking into consideration cultural factors
entire context
You can use your knowledge of ____________ to help determine someone's emotional state
eye contact
Your ability to establish, maintain, and understand ___________ will enhance your ability to communicate effectively
eye contact
__________ is an important element of non-verbal communication
eye contact
When communicating with others, listen attentively and ask yourself questions like "what ___________ is this person making, and does it provide additional information?" Does the person's _____________ match the verbal message they are sending? A person may tell you that they are fine, but their ____________ may be one of rage.
facial expression
The __________________ for sorrow, joy, surprise, rage, disgust, and terror are the same across most cultures
facial expressions
We are able to express many emotions through our ________________, without saying a word
facial expressions
Officers ________ mediate conflicts. Conflict resolution is a part of managing a conflict and either temporarily or permanently resolving a situation before it escalates.
frequently
Building rapport, respecting others, and taking time to explain your actions can help you ___________ and lessen negative consequences
gain cooperation
What do all of us make judgment's based on?
general appearance and dress
___________________ have no place in an officer's relationship with the community
hostility and rudeness
Always take a moment to assess what _________ might influence your actions in any given situation
implicit biases
Explaining your actions is an example of what?
including procedural justice in your communications with the public
_________ usually starts when someone is trying to get someone else's attention. For example, as an officer, while interviewing a subject who appears hesitant to reveal information, you might establish __________ by nodding your head and maintaining eye contact to encourage the subject to continue to talk.
mutual gaze
__________ is the common level of eye-to-eye contact that two people have when conversing
mutual gaze
People sometimes form _________ of law enforcement based on how law enforcement previously responded to calls for service in their communities.
negative opinions
As a law enforcement officer, you may meet people who react ________ to your authority
negatively
Eye contact is an important element of ______________
non-verbal communication
Unfortunately, ______ conflict can be managed to a peaceful conclusion
not all
What is voice and tone?
not just what we say but how we say it
Remain _______ and sincerely listen to the speaker without imposing cultural biases and values on the speaker
open-minded
Be mindful when you move within someone's _____________, you may make them uncomfortable, limiting your ability to communicate with them.
personal space
____________ varies greatly from one person to another. While it may be acceptable in some cultures to move into close proximity to communicate, it may not be in others.
personal space
As the people you serve become used to how you _________________, they will begin to understand how local law enforcement agencies can partner with the community in crime prevention
police the community
Getting to know the various cultures within the communities you serve is one of the most ___________________ you can take to improve interpersonal communication
positive actions
Displaying a _________________ extends to every role you play as a law enforcement officer ,and will vary depending on which role you are serving at the moment - as a supporter, stabilizer, or enforcer
positive self-image
Project a _________________- in your physical appearance. It is the first non-verbal message you give upon arriving at a scene
positive self-image
What is "Does someone's non-verbal communication match what they are saying to you? Does the person's posture help validate or contradict what they say?" an example of?
posture
What is "when you ask someone about their timeline on the date of a crime, does the person shift their weight or suddenly cross their arms?" an example of?
posture
__________________ can be helpful in fostering relationships with your community members.
procedural justice
Another way to maintain ___________ behavior is to practice the four pillars of procedural justice, and the LEED framework in all your interactions
professional
Be mindful of your attitude and assume one that supports the _______ behavior you should display every time you go towork
professional
Maintaining a ___________, courteous demeanor will help you respond appropriately to situations and can make the public more likely to assist you.
professional
Remembering the LEED framework will give you guidelines to follow and make it easier to remain _____________ in a variety of situations
professional
Displaying _____________ behavior when dealing with the community is just as important as demonstrating ________ with firearms or defensive tactics.
professional/proficiency
Being courteous is an example of what?
professionalism
Doing the right thing when no one is looking is an example of what?
professionalism
Dressing professionally is an example of what?
professionalism
Knowing your job, being competent is an example of what?
professionalism
Maintaining your training and continuing education is an example of what?
professionalism
Practicing customer service is an example of what?
professionalism
Recognizing and admitting your mistakes is an example of what?
professionalism
maintaining a calm presence is an example of what?
professionalism
Many situations could potentially escalate to violence if not ___________
properly managed
Having this awareness contributes to your overall safety because you will know how to prepare yourself for the different situations you will encounter
self-awareness
________ ties into your overall emotional intelligence
self-awareness
Use _____________________ to remind yourself that the individual you are interacting with is a person too, and likely has similar needs and wants as you
self-awareness and empathy
When an officer loses __________, a situation can quickly worsen and can have a negative result. Your goal is to have a positive result
self-control
______ also includes your ability to detach from your personal feelings regarding a stressful situation or encounter
self-control
_________ will help you stay emotionally strong, even under considerable distress
self-control
Withdrawing from the conversation or having a fellow officer relieve you is an example of what?
self-de-escalation
Applying agency policies and procedures is an example of what
self-talk
Recalling skills and information learned during training is an example of what?
self-talk
Visualizing a professional response is an example of what
self-talk
__________ is the practice of talking to yourself as you anticipate, encounter, or evaluate an event
self-talk
What are characteristics of a professional?
service, integrity, respect, quality fairness, honesty, courage, compassion, moral and ethical leadership, trustworthiness, and common sense
Recognize differences that may block your communication as well as
similarities that may support your effectiveness
Some people may not share your expectations of personal hygiene, may have certain medical conditions, or may have dietary restrictions, that cause them to _________ differently.
smell
_____ can sometimes be a barrier to communication.
smell
When consoling a victim, you may give a reassuring pat on the shoulder to show empathy, or you may have to physically redirect someone to a particular location. What is this an example of?
touch
You may find yourself having to ______ people to perform your duties
touch
You should remain ____________ and calm when helping people resolve conflicts. Many situations could potentially escalate to violence if not properly managed
unbiased
People from these groups may feel fear or distrust or be __________ when interacting with you. They may not understand how the criminal justice system works, or they may have had negative experiences with law enforcement in the past
uncomfortable
An officer's _________ reaction to a situation can destroy the goodwill that took years to build within a community.
unprofessional
There are many __________ cues to be mindful of as situations unfold
verbal and non-verbal
As a general rule, evaluate __________________ within the entire context of what is going on, taking into consideration cultural factors.
verbal and non-verbal behaviors
Constantly evaluating your ________________ as well as the _______________ of the people you are interacting with is important to your job and safety
verbal and non-verbal communication
Effectively evaluating your ________________ will prove useful when you have to conduct criminal investigations, interviews, traffic stops, and interrogations
verbal and non-verbal communication
The more you understand ________________, the greater your ability to communicate and choose responses appropriately
verbal and non-verbal cues
You may observe that a person's __________ during a traffic stop seems unemotional but their non-verbal communication seems aggressive
verbal communication
As a law enforcement officer, you _________ people from different countries and cultural groups, and you will communicate with people from and with various socioeconomic backgrounds, ages, physical abilities, religious beliefs, living situations, sexual orientations, political beliefs, and ideologies
will meet
Being aware of _____ thoughts and behaviors can help you control yourself in a difficult situation
your own
While being aware of _____ perceptions, assumptions, and limitations, you must also be aware that others have perceptions and assumptions of you
your own
