Chapter 2: Communications

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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


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