Verbal Communications
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Questions and Answers

What is the foundation of effective communication for de-escalation purposes?

  • Tactically Communications
  • Emotional Intelligence (correct)
  • Communication IQ
  • Listening

    • When officers feel they are an integral part of their communities, what are they less likely to do?

  • Resort to physical force to resolve crisis situations (correct)
  • Fall back on their training
  • Worry about threats in the community
  • Form appropriate bonds

    • Able to be trusted as being accurate or true; reliable. Commanding, Self-Confident; likely to be respected and obeyed. Is the definition of what?

  • Authoritarian
  • Command Presence
  • Authoritative (correct)
  • A Leader

    • Which is not one of the five simple basics of human interaction?

    <p>Thought Stopping</p> Signup and view all the answers

    Most of all law enforcement arrests are made without BLANK!

    <p>Physical Force</p> Signup and view all the answers

    When officer’s fail to communicate properly, it can without the officers knowing it, find themselves unintentionally BLANKING the conflict.

    <p>Escalating</p> Signup and view all the answers

    Escalation by officers may be due to, what?

    <p>A and B</p> Signup and view all the answers

    The capacity to identify and manage one’s emotional state, as well as that of others, sensitive to emotional signals from within and from the social environment. Is the definition of what?

    <p>Emotional Intelligence</p> Signup and view all the answers

    A temporary state of upset and disorganization, characterized by an inability to cope with a particular situation using customary methods of problem solving. Is the definition of what?

    <p>Crises</p> Signup and view all the answers

    Your emotions arise out of both the BLANK and BLANK!

    <p>Subconscious and Conscious Mind</p> Signup and view all the answers

    There are four connections with communication that John Maxwell discussed in his book, "Everyone Communicates, But Few Connect". Which is not one of those connections?

    <p>Failure to Connect</p> Signup and view all the answers

    BLANK is the ability to see and act on behalf of others.

    <p>Maturity</p> Signup and view all the answers

    It is a real danger for people with public professions to develop unhealthy what?

    <p>Egos</p> Signup and view all the answers

    Enforcing very strict obedience to authority. Much like an autocrat, dictator, or oppressive tyrant. Is the definition of what?

    <p>Authoritarian</p> Signup and view all the answers

    Which is not one of the key characteristics associated with Emotional Intelligence (EQ)?

    <p>Calculating</p> Signup and view all the answers

    Every person, regardless of intelligence or socioeconomic status, has the need to feel BLANK:

    <p>Valued, Important, and Significant</p> Signup and view all the answers

    What percentage of communication is non-verbal?

    <p>90%</p> Signup and view all the answers

    What are John Maxwell's three essential elements of communication?

    <p>Thought, Emotion, Action</p> Signup and view all the answers

    What are some characteristics of authoritarian personalities?

    <p>Cynicism, Hostility, Fearfulness</p> Signup and view all the answers

    What is Albert Mehrabian’s Theory called that states, “The relative impact of words, tone of voice, and body language when speaking.”?

    <p>7/38/55% Rule</p> Signup and view all the answers

    When there is a conflict between a person's words and their body language, which should you believe?

    <p>Believe the nonverbal communication</p> Signup and view all the answers

    According to Dr. Thompson, what are the Five Universal Truths that all people want?

    <p>Dignity, to be asked, an explanation, options, and a second chance</p> Signup and view all the answers

    What are two communication blunders included in "The Four Horsemen"?

    <p>Defensiveness and stonewalling</p> Signup and view all the answers

    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. Is the definition of what?

    <p>Active Listening</p> Signup and view all the answers

    What could be a potential outcome of an officer's body language contradicting their words?

    <p>The speaker's subconscious mind will pick up on it and reject the message</p> Signup and view all the answers

    Why do people often have a hard time apologizing?

    <p>It is painful and can catch people off guard</p> Signup and view all the answers

    Most communication that occurs between people is done outside of the actual words spoken. The verbal and nonverbal operate in tandem woven together to complete the communication equation. Is the definition of what?

    <p>Paralinguistic</p> Signup and view all the answers

    Which aspect is NOT a component of kinesics in nonverbal communication?

    <p>Subconscious thoughts</p> Signup and view all the answers

    It is human nature. People want more of those things that there are less of. Is the definition of what?

    <p>Scarcity</p> Signup and view all the answers

    People generally follow a credible knowledgeable expert. Signal to others what makes you credible, capable, and authoritative before you make your influence attempt. Is the description of what?

    <p>Authority</p> Signup and view all the answers

    What does a person’s nonverbal communication reveal about the person?

    <p>Mood, Attitude, and Intent</p> Signup and view all the answers

    Which is not associated with paralinguistic communication?

    <p>Eye Contact</p> Signup and view all the answers

    What are the three components that communication is broken down into?

    <p>Verbal, Non-Verbal, and Paralinguistic</p> Signup and view all the answers

    “Not WHAT you say, but THE WAY you say it”, is another way of defining what?

    <p>Paralinguistic Communication</p> Signup and view all the answers

    What does 'Nonverbal Communication' primarily involve?

    <p>Eye movements and facial expressions</p> Signup and view all the answers

    Looking for and asking for commitments. These commitments must be voluntary, active, and public. Is the definition of what?

    <p>Consistency</p> Signup and view all the answers

    People will look to the actions of others to determine their own actions. Is the definition of what?

    <p>Leadership</p> Signup and view all the answers

    The obligation to give when you receive. Is the definition of what?

    <p>Reciprocity</p> Signup and view all the answers

    What does the "P" stand for in the acronym LEAPS?

    <p>Paraphrase</p> Signup and view all the answers

    Nonverbal communication is primarily conducted using gestures, facial expressions, and body language. Is the definition of what?

    <p>Kinesics</p> Signup and view all the answers

    What does "H" stand for in the acronym HALT?

    <p>Hungry</p> Signup and view all the answers

    Which is not one of the "Six Principles of Persuasion"?

    <p>Persuasion</p> Signup and view all the answers

    Paraphrasing plus identifying and sharing the emotional state of mind of the citizen equals what?

    <p>Empathetic Listening</p> Signup and view all the answers

    Which statement represents the concept that one cannot win an argument?

    <p>People entrench further into their perspectives</p> Signup and view all the answers

    Which action does Dale Carnegie propose as a magic phrase to stop arguments and create goodwill?

    <p>'I don’t blame you one iota for feeling as you do'</p> Signup and view all the answers

    What is a way for an officer to signify recognition, respect, and personalize an encounter during a conversation?

    <p>Using the person’s name</p> Signup and view all the answers

    In today's fast-paced world, what element is disregarded as time-consuming?

    <p>Courtesy</p> Signup and view all the answers

    Which is not one of the advantages of Emotional Intelligence (EQ)?

    <p>Stranger Relationships / Bonds</p> Signup and view all the answers

    "People need to feel they have worth, value, and importance" is an example of what?

    <p>Insecurity</p> Signup and view all the answers

    “The way an interaction begins affects the interaction as a whole”. Is Jim Glennon’s description of what?

    <p>First Impressions</p> Signup and view all the answers

    Which is not one of Maxwell's Four Components of Connection?

    <p>Connecting Physically</p> Signup and view all the answers

    Unchecked and unmanaged emotions become a BLANK!

    <p>Merciless Taskmaster</p> Signup and view all the answers

    Humans remember BLANK percentage of what they see.

    <p>85 to 90%</p> Signup and view all the answers

    Humans remember less than BLANK percentage of what we hear.

    <p>15%</p> Signup and view all the answers

    What does the brain do when asked a question?

    <p>Instinctively scans stored data</p> Signup and view all the answers

    How many questions coupled with active listening does it typically take to gain control of a situation and de-escalate hostilities?

    <p>3 or 4</p> Signup and view all the answers

    Peace officers must be aware of a subject's questions, what may they be attempting to do?

    <p>All listed</p> Signup and view all the answers

    What is not a natural act of communication?

    <p>Listening</p> Signup and view all the answers

    If you are not interested in what someone is saying, within the first few minutes you unconsciously begin doing what?

    <p>A and B</p> Signup and view all the answers

    Is the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another. It is a dual level of consciousness, meaning, you are aware of their cognition or feelings and yours at the very same time. Is the definition of what?

    <p>Empathy</p> Signup and view all the answers

    One of the most influential and important tools of communication, it puts another’s meaning into your words and deliveries it back to them. Is the definition of what?

    <p>Paraphraing</p> Signup and view all the answers

    Who said, “Remember, you can’t have an argument unless at least two people participate.”?

    <p>Dale Carnegie</p> Signup and view all the answers

    What does an officer have to do for a person to associate the officer as a good or positive element in the de-escalation process?

    <p>Show Appreciation and Respect</p> Signup and view all the answers

    Which is not signified by apologizing?

    <p>Ability to Compromise</p> Signup and view all the answers

    If someone apologizes to you, what should you do?

    <p>Accept and Acknowledge the apology</p> Signup and view all the answers

    What does non-verbal communication not involve?

    <p>Unconsciousness</p> Signup and view all the answers

    People prefer to say, “Yes” to those they BLANK!

    <p>Like</p> Signup and view all the answers

    Which is not one of the "Common Communication Blunders"?

    <p>Being empathetic</p> Signup and view all the answers

    Study Notes

    Effective De-Escalation in Communication

    • The foundation of effective communication for de-escalation purposes involves feeling like an integral part of the community, which reduces the likelihood of aggressive behavior.
    • Being trusted as being accurate or true, and being reliable, is crucial in commanding respect and obedience.

    Characteristics of Effective Communication

    • Emotional Intelligence (EQ) involves identifying and managing one's emotional state, as well as being sensitive to emotional signals from others.
    • Empathy is the ability to see and act on behalf of others.
    • Avoid authoritarian personalities, which involve enforcing strict obedience to authority.
    • People want to feel valued, respected, and important.

    Importance of Non-Verbal Communication

    • Non-verbal communication involves body language, tone of voice, and facial expressions, which have a significant impact on the communication equation.
    • Albert Mehrabian's Theory states that words, tone of voice, and body language have a relative impact when speaking.
    • When there is a conflict between words and body language, believe the body language.

    Key Communication Concepts

    • The Five Universal Truths that all people want, according to Dr. Thompson, include feeling valued, respected, and important.
    • The Four Horsemen of communication blunders include criticism, defensiveness, stonewalling, and contempt.
    • Active listening involves fully concentrating, understanding, responding, and remembering what is being said.
    • Apologizing can be a crucial step in de-escalation, as it shows recognition, respect, and personalization.

    Persuasion and Influence

    • People prefer to say "yes" to those they like and respect.
    • Credibility, knowledge, and authority are essential in making one's influence attempt.
    • Reciprocity, commitment, social proof, liking, authority, and scarcity are the Six Principles of Persuasion.

    Emotional Awareness and Intelligence

    • Emotional Intelligence (EQ) involves being aware of one's emotions and managing them effectively.
    • Unchecked emotions can become a liability.
    • Empathy, self-awareness, and self-regulation are essential components of Emotional Intelligence (EQ).

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    Description

    This quiz assesses knowledge of the fundamental principles and techniques essential for effective communication in de-escalation scenarios. Topics may include active listening, empathy, nonverbal communication, and conflict resolution strategies.

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