68 Questions
What is the foundation of effective communication for de-escalation purposes?
Emotional Intelligence
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
Able to be trusted as being accurate or true; reliable. Commanding, Self-Confident; likely to be respected and obeyed. Is the definition of what?
Authoritative
Which is not one of the five simple basics of human interaction?
Thought Stopping
Most of all law enforcement arrests are made without BLANK!
Physical Force
When officer’s fail to communicate properly, it can without the officers knowing it, find themselves unintentionally BLANKING the conflict.
Escalating
Escalation by officers may be due to, what?
A and B
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?
Emotional Intelligence
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?
Crises
Your emotions arise out of both the BLANK and BLANK!
Subconscious and Conscious Mind
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?
Failure to Connect
BLANK is the ability to see and act on behalf of others.
Maturity
It is a real danger for people with public professions to develop unhealthy what?
Egos
Enforcing very strict obedience to authority. Much like an autocrat, dictator, or oppressive tyrant. Is the definition of what?
Authoritarian
Which is not one of the key characteristics associated with Emotional Intelligence (EQ)?
Calculating
Every person, regardless of intelligence or socioeconomic status, has the need to feel BLANK:
Valued, Important, and Significant
What percentage of communication is non-verbal?
90%
What are John Maxwell's three essential elements of communication?
Thought, Emotion, Action
What are some characteristics of authoritarian personalities?
Cynicism, Hostility, Fearfulness
What is Albert Mehrabian’s Theory called that states, “The relative impact of words, tone of voice, and body language when speaking.”?
7/38/55% Rule
When there is a conflict between a person's words and their body language, which should you believe?
Believe the nonverbal communication
According to Dr. Thompson, what are the Five Universal Truths that all people want?
Dignity, to be asked, an explanation, options, and a second chance
What are two communication blunders included in "The Four Horsemen"?
Defensiveness and stonewalling
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?
Active Listening
What could be a potential outcome of an officer's body language contradicting their words?
The speaker's subconscious mind will pick up on it and reject the message
Why do people often have a hard time apologizing?
It is painful and can catch people off guard
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?
Paralinguistic
Which aspect is NOT a component of kinesics in nonverbal communication?
Subconscious thoughts
It is human nature. People want more of those things that there are less of. Is the definition of what?
Scarcity
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?
Authority
What does a person’s nonverbal communication reveal about the person?
Mood, Attitude, and Intent
Which is not associated with paralinguistic communication?
Eye Contact
What are the three components that communication is broken down into?
Verbal, Non-Verbal, and Paralinguistic
“Not WHAT you say, but THE WAY you say it”, is another way of defining what?
Paralinguistic Communication
What does 'Nonverbal Communication' primarily involve?
Eye movements and facial expressions
Looking for and asking for commitments. These commitments must be voluntary, active, and public. Is the definition of what?
Consistency
People will look to the actions of others to determine their own actions. Is the definition of what?
Leadership
The obligation to give when you receive. Is the definition of what?
Reciprocity
What does the "P" stand for in the acronym LEAPS?
Paraphrase
Nonverbal communication is primarily conducted using gestures, facial expressions, and body language. Is the definition of what?
Kinesics
What does "H" stand for in the acronym HALT?
Hungry
Which is not one of the "Six Principles of Persuasion"?
Persuasion
Paraphrasing plus identifying and sharing the emotional state of mind of the citizen equals what?
Empathetic Listening
Which statement represents the concept that one cannot win an argument?
People entrench further into their perspectives
Which action does Dale Carnegie propose as a magic phrase to stop arguments and create goodwill?
'I don’t blame you one iota for feeling as you do'
What is a way for an officer to signify recognition, respect, and personalize an encounter during a conversation?
Using the person’s name
In today's fast-paced world, what element is disregarded as time-consuming?
Courtesy
Which is not one of the advantages of Emotional Intelligence (EQ)?
Stranger Relationships / Bonds
"People need to feel they have worth, value, and importance" is an example of what?
Insecurity
“The way an interaction begins affects the interaction as a whole”. Is Jim Glennon’s description of what?
First Impressions
Which is not one of Maxwell's Four Components of Connection?
Connecting Physically
Unchecked and unmanaged emotions become a BLANK!
Merciless Taskmaster
Humans remember BLANK percentage of what they see.
85 to 90%
Humans remember less than BLANK percentage of what we hear.
15%
What does the brain do when asked a question?
Instinctively scans stored data
How many questions coupled with active listening does it typically take to gain control of a situation and de-escalate hostilities?
3 or 4
Peace officers must be aware of a subject's questions, what may they be attempting to do?
All listed
What is not a natural act of communication?
Listening
If you are not interested in what someone is saying, within the first few minutes you unconsciously begin doing what?
A and B
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?
Empathy
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?
Paraphraing
Who said, “Remember, you can’t have an argument unless at least two people participate.”?
Dale Carnegie
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?
Show Appreciation and Respect
Which is not signified by apologizing?
Ability to Compromise
If someone apologizes to you, what should you do?
Accept and Acknowledge the apology
What does non-verbal communication not involve?
Unconsciousness
People prefer to say, “Yes” to those they BLANK!
Like
Which is not one of the "Common Communication Blunders"?
Being empathetic
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).
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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