Non-Verbal and Verbal Communication

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Questions and Answers

What do non-verbal and verbal signs help us determine?

If someone is intelligent or not

If someone is lying

If we are at physical risk or experiencing certain emotions (correct)

If someone is from a different culture

What do people who are good at observing non-verbal and verbal signals often have?

A strong intuition or 'gut' feeling (correct)

A degree in psychology

A lot of friends

A talent for public speaking

What is required to maintain the skills learned from studying human behavior?

Occasional review of the material

A one-time certification exam

Constant reinforcement and practice (correct)

A weekly journal entry

What is the benefit of being able to identify moods of others?

Minimizing the need for force or aggressive behavior Signup and view all the answers

What is the main goal of observing and listening to non-verbal and verbal signals?

To become a better listener Signup and view all the answers

What is the study of human behavior described as?

A challenging and interesting study Signup and view all the answers

What is the correct position of the forearm when preparing for a potential attack?

One forearm across your waist, the other in a vertical position Signup and view all the answers

Why should you keep your hands off the subject?

To prevent an assault Signup and view all the answers

What is the study of personal and cultural needs of people and the interaction of space and communication called?

Proxemics Signup and view all the answers

What is the distance of the intimate zone?

Zero to eighteen inches Signup and view all the answers

Why do people raised in crowded cities usually have smaller personal zones?

Because of adaptation to crowded spaces Signup and view all the answers

What is the purpose of maintaining eye contact in communication?

To show confidence and authority Signup and view all the answers

What is the percentage of time Americans maintain eye contact while speaking?

45% of the time Signup and view all the answers

What can be inferred from not making eye contact in American society?

Insecurity and shyness Signup and view all the answers

When is direct, uninterrupted eye contact most useful?

When an assault is imminent Signup and view all the answers

What is the purpose of using head nods to show support?

To show attentive listening Signup and view all the answers

What is the primary benefit of utilizing an assertive attitude while communicating with the public?

Creating a win-win interaction Signup and view all the answers

What is the primary goal of active listening skills?

To create the impression that the officer is concerned and willing to listen Signup and view all the answers

What is the appropriate response to anxiety behavior?

Supportive response Signup and view all the answers

What is the purpose of using 'pacing' and voice control in intervention techniques?

To calm the subject down and create a sense of control Signup and view all the answers

What is the recommended distance to approach a subject in a potentially volatile situation?

Four to six feet Signup and view all the answers

What is the purpose of taking three deep breaths before approaching a subject?

To relax and increase oxygen levels Signup and view all the answers

What is the recommended body position when approaching a subject?

At a forty-five degree angle, blading the body Signup and view all the answers

What is the purpose of using the 'Father Murphy' position when interacting with a subject?

To appear non-threatening and open Signup and view all the answers

What is the primary goal of intervention techniques for verbal aggression?

To allow the subject to vent and set clear limits Signup and view all the answers

What is the primary goal of diversionary techniques to counter physical assault?

To create a distraction and de-escalate the situation Signup and view all the answers

What percentage of communication is attributed to facial expression?

55 percent Signup and view all the answers

What is the purpose of using positive commands?

To unbalance the mind and delay planning Signup and view all the answers

What can loud and positive voice commands do in a potentially violent situation?

Re-direct the individual's thoughts Signup and view all the answers

What happens when anxiety levels increase?

We stop breathing Signup and view all the answers

What is the benefit of using loud and positive commands in a confrontational situation?

It forces oxygen intake Signup and view all the answers

What is the purpose of active listening?

To open and maintain communication Signup and view all the answers

How many words can we hear per minute?

400 words Signup and view all the answers

What is the recommended way to start sentences in active listening?

With 'I' Signup and view all the answers

What is the first stage of conflict?

Anxiety Signup and view all the answers

What can trigger the first stage of conflict?

Feeling guilty Signup and view all the answers

What percentage of time is maintaining eye contact in American society considered acceptable for Blacks?

30% Signup and view all the answers

What is the primary purpose of reducing eye contact in a conversation?

To maintain a 'helper' role Signup and view all the answers

What is the interpretation of direct, uninterrupted eye contact in certain situations?

Intimidation Signup and view all the answers

What is the significance of a person's gaze before striking or attacking?

They are looking for a target Signup and view all the answers

What is the meaning of a person's head being back?

Aggression Signup and view all the answers

What does a heaving chest typically indicate?

Aggression Signup and view all the answers

What does it mean when someone's shoulders are forward?

Submission Signup and view all the answers

What is the significance of a person's hands being behind their back?

They are looking for a weapon Signup and view all the answers

What does it mean when someone's body is expanded to appear larger?

They are showing aggression Signup and view all the answers

What is the effect of leaning the body slightly forward in a conversation?

It increases support Signup and view all the answers

What is the primary function of adrenaline in the first stage of the autonomic nervous system?

To prepare the body for violent activity Signup and view all the answers

What is a characteristic of external changes in the first stage of the autonomic nervous system?

Face color becomes darker Signup and view all the answers

What is the goal of management in the second stage of aggression?

To get the aggressor back to stage one Signup and view all the answers

What is a non-verbal cue to reduce anxiety in an aggressor?

Leaning slightly forward with palms out Signup and view all the answers

What happens when dialogue and counter-signaling fail to settle the dispute in the losing control physically stage?

The aggressor's physical signals become significant and spontaneous Signup and view all the answers

What is a characteristic of internal changes in the losing control physically stage?

Tunnel vision develops Signup and view all the answers

What is a management strategy when an aggressor is about to physically attack?

Create space and use loud positive commands Signup and view all the answers

What is a signal of submission in an aggressor?

Hands up, palms out Signup and view all the answers

What happens when an aggressor's parasympathetic nervous system takes over?

The aggressor becomes less aggressive Signup and view all the answers

Why might an aggressor redirect their aggression regardless of your actions?

Because they need to release aggression Signup and view all the answers

What is the recommended angle and distance for sitting while interacting with a subject to be perceived as supportive and safe from a possible assault?

45-degree angle and at least four feet from the subject Signup and view all the answers

What is the primary reason why people are difficult to verbally calm down when they are cornered?

Their focus is not on what you are saying but on the space you have violated Signup and view all the answers

What is the result of cornering a person, according to the 'fight or flight' response?

They are given three options: resist, submit, or flee Signup and view all the answers

What is an example of Psychological Cornering?

Giving direct commands forcing the subject to resist, submit, or flee Signup and view all the answers

What should you avoid when using verbal communication to resolve difficulties?

Using a high volume and rapid rate of speech Signup and view all the answers

What is the purpose of repeating what the subject has said?

To show concern and reduce anxiety Signup and view all the answers

Why should you use 'we' when communicating with a subject?

To show that you are not ordering them Signup and view all the answers

What can be done to reduce anxiety and remove the subject from a source of anger?

Getting them to walk with you Signup and view all the answers

What percentage of communication is verbal?

10 percent Signup and view all the answers

What is the purpose of using Exit Cornering?

To allow the subject to leave on their own and save face Signup and view all the answers

Study Notes

Non-Verbal Communication

Non-verbal and verbal signs enable us to determine many things, such as physical risk, pleasantness, or interest.
Developing a "gut" feeling through observing both non-verbal and verbal signals is important for effective communication.
Understanding non-verbal signals can help minimize the need for force or aggressive behavior.

Assertive Attitude

Assertive attitudes are characterized by a win-win interaction, where both the officer and the subject benefit.
Assertive communication establishes an atmosphere of honesty, respect, and trust.
Empathetic skills, such as concern and active listening, are essential for effective communication.

Active Listening

Active listening involves empathetic skills, such as concern, listening, paralanguage, and body language.
Empathy is putting yourself in another's shoes and listening to their ideas or problems.
Listening shows concern, allows for venting anger or frustration, and gives time to think and plan.

Intervention Techniques

Intervention techniques include:
- Supportive techniques for anxiety (e.g., introducing oneself, asking questions, reflective techniques)
- Assertive techniques for verbal aggression (e.g., setting clear limits, enforcing those limits)
- Defensive techniques for physical violence (e.g., practiced body movements, defensive tactics)

Proxemics

Proxemics is the study of personal and cultural needs of people and the interaction of space and communication.
Four oval-shaped zones surround each person, consisting of:
- Intimate zone (0-18 inches)
- Personal zone (18 inches-3 feet)
- Social zone (3-12 feet)
- Public zone (over 12 feet)
Cultural differences, environmental differences, and personal habits can affect personal space.

Eye Contact

Proper use of eye contact is an important non-verbal communication skill.
Maintaining eye contact can indicate concern, support, confidence, and authority.
Breaking eye contact can be as little as a 40th of a second.
Direct, uninterrupted eye contact can be used when feeling an assault is imminent or when needing to be assertive.

Gestures and Posture

Posture and gestures can convey different messages, such as aggression, assertiveness, or submission.
Understanding various postures and gestures, such as:
- Head (e.g., back, straight, bowed)
- Face (e.g., tension, skin color, lips)
- Breathing (e.g., rate, depth)
- Shoulders (e.g., back, straight, forward)
- Arms (e.g., crossed, open, on hips)
- Hands (e.g., wringing, open, closed)
- Elbows (e.g., close to body, away from body)
- Legs or stance (e.g., weight distribution, knee bend)

Verbal Communication

Verbal communication should be calm, reassuring, and on the same level as the subject.
Using simple, enforceable options can increase compliance.
Avoid high-risk verbal techniques, such as giving direct commands or using threatening language.
Positive commands, such as "STOP" or "LOOK AT ME", can be effective in redirecting thoughts and actions.

Ritualized Combat

Ritualized combat involves using loud and positive voice commands to redirect thoughts and delay planning.
Examples include "OPEN YOUR FISTS" or "DROP THE BAT".
This can create an intense state of conflict between aggression and fear, reinforcing commands.

Active Listening and Empathy

Active listening involves opening and maintaining communication through empathy, listening, paralanguage, and body language.
Empathy is putting yourself in another's shoes and listening to their ideas or problems.
Avoid labeling or prejudging people, and focus on understanding their message.
Use "I" statements, such as "If I heard you correctly" or "I'm sorry I didn't catch that; would you please repeat".### Stages of Conflict
There are three stages of conflict: Anxiety, Losing Control Verbally, and Losing Control Physically.

Anxiety (First Stage)

Triggers: Fear, Hate, Disappointment, Sorrow, Jealousy, Stress, Guilt, Paranoia, Distrust of authority, Feeling cornered, Uncomfortable environment, and Heat.
Physiological responses:
- Face color darkens
- Veins appear in face, neck, and throat
- Lips are licked often
- Very little eye contact or staring
- Breathing is shallow and quickens
- Eyebrows frown
- Perspiration
- Head down like charging bull
- Pacing or wiggling if seated
- Dryness of mouth and tongue
- Little verbalization
Internal changes: Increased heart rate, increased blood pressure

Losing Control Verbally (Second Stage)

Characterized by verbal aggression
External changes:
- Face darkens
- Teeth are bared
- Prolonged eye contact
- Quicker and deeper breathing
- Mouth becomes dry
- Eyebrows frown
- Head is held back
- Shoulders are back
- Hands begin pumping (opening and closing)
- Kicking ground
- Shaking
Internal changes: Increased heart rate, increased adrenaline flow, increased blood pressure, sugar rises, bladder and bowels may let go

Losing Control Physically (Third Stage)

Characterized by physical aggression
External changes:
- Face color changes
- Distortion of left side of face
- Aggressors break their stare and look at the target
- Eyebrows drop to cover and protect eyes
- Head drops forward to protect neck
- Verbalization stops
- Breathing is deep and rapid to bring in oxygen
- Stance goes from squared to bladed
- If out of reach, entire body may dip prior to attack
Internal changes: Heart rate high, blood pressure high, tunnel vision develops, auditory exclusion, large amounts of adrenaline flow into system

Management of Conflict

In Anxiety stage: Active listening to reduce anxiety
In Losing Control Verbally stage: Non-verbal cues (assertive, non-threatening, 6 feet from aggressor, lean slightly forward, palms out, and maintain eye contact), verbal cues (allow venting, give directions or set limits)
In Losing Control Physically stage:
- Create space
- Use loud positive commands
- Aggressively draw a defensive tool
- Divert aggressor's attention
- Move quickly into an escort position and take control of the aggressor

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Description

This quiz explores the importance of non-verbal and verbal signs in communication, including determining physical risk, emotional states, and gut feelings.