Term
| Before you attempt to Control Someone you must first? |
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Definition
| Be in control of yourself |
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Term
| Can someone make you mad? |
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Definition
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Term
| Cognitive Behavioral Therapy Model |
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Definition
| Stimulus > Think > Feel > Do |
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Term
| Most people Think > Feel > Do. Officers need to? |
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Definition
| Think > Feel > Think > Do |
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Term
| Professional is defined as? |
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Definition
| Doing what you are trained and required to do, and applying it correctly, staying within policy and rules. |
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Term
| What percentage of police work is communication based? |
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Definition
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Term
| What percentage of police work involves use of force? |
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Definition
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Term
| Communication Diagram / Communication Process |
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Definition
| Sender, Message, Receiver, Atmosphere |
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Term
| Is communication considered a skill? If you don't use _____ _____ ____? |
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Definition
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Term
| What is Contact Officer Override? |
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Definition
| Is the ability to criticize, interfere, or intervene with the actions of your peers or supervisor. |
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Term
| Why should you intervene (Contact Officer Override)? |
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Definition
| It is the moral, legal, and safe thing to do. |
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Term
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Definition
| Only when there is a violation of policy, procedure, or rules. |
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Term
| How do you handle verbal abuse? |
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Definition
| Deflection & Redirection. |
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Term
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Definition
| Sender - Encoding - Message - Decoding - Receiver (Noise) |
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Term
| From a Receivers view the message is divided into 3 parts/percentages? |
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Definition
Content= 7%
Voice= 33 %
Other Non-verbals= 60% |
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Term
| 4 verbal characteristics of voice? |
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Definition
Tone (Attitude)
Pace
Pitch
Modulation |
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Term
| "It's not what you say,_______________" |
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Definition
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Term
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Definition
Opening
Gather Information
Dispute Resolution |
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Term
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Definition
Greet
Introduction
Explain Reason for Contact |
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Term
| 4 parts to Gathering Information |
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Definition
Asking questions (Understanding the Context)
Asking for ID ALWAYS ASK FOR ID (LAST NAME, FIRST NAME, MI, RACE/SEX, DOB)
Follow-up Questions
Giving Verbal Directions |
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Term
| 3 parts to Dispute Resolution |
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Definition
Arbitration
Mediation
Crisis Intervention |
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Term
| a Critical Incident is... |
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Definition
| a specific situation that causes an officer to have an unusually strong emotional reaction to a situation immediately or in the future. |
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Term
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Definition
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Term
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Definition
Take information from both parties, OFFICER makes the decision.
Separate the parties.
Inform both parties of your decision, and make sure they understand. |
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Term
| Everyday you go to work.... |
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Definition
| somebody is going to lie to you. Everybody lies. |
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Term
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Definition
| Listening attentively & effectively |
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Term
| 3 skills under Active Listening |
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Definition
-Attending Skills
-Following Skills
-Responding Skills |
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Term
| parts to Attending Skills |
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Definition
-Face other person
-Contact Maintain Open Position
-Maintain Appropriate Distance / Body Movement
-Slightly lean body towards person
-Maintain Eye Contact
-Minimize distractions |
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Term
| 4 types of Following Skills |
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Definition
-Use effective "door openers"
-Use simple words and phrases to get people to talk. "ah huhs & okays"
-Ask open ended questions
- Silence can be effective. |
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Term
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Definition
- Paraphrasing
- Parroting |
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Term
| difference between Paraphrasing and Parroting |
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Definition
Paraphrase- repeating what was said in your own words.
Parroting- repeating in the person's own words. |
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Term
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Definition
| Obtain willing cooperation. |
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Term
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Definition
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Term
| Who is responsible for making sure the message is understood? |
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Definition
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Term
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Definition
| how much value you place on a human being. |
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Term
| How do we relay/display Dignity to people? |
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Definition
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Term
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Definition
- Intervention of an acceptable, impartial, and neutral third party to assist parties in reaching their own settlement in a dispute.
- Officer does not impose a decision.
- No expectation of being a professional mediator.
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Term
| What are the Ground Rules of Mediation ? |
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Definition
-Introductions
-Explain your role
-Everything said is part of a police contact
-Explain mediation process
-Answer questions
-Get verbal agreement to process
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Term
| What are some Considerations before Mediation ? |
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Definition
-Officer safety
-Subjects must be willing to talk.
-Subjects must remain rational.
-Subjects must be willing to compromise.
-Subjects must not get physical.
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Term
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Definition
-A person in authority (the Officer) makes decisions about what actions are to be taken.
-A means of settling disputes by submitting to a neutral arbiter, who is given the power to decide the dispute.
- Does not depend on subjects agreeing to process.
- You have an outcome in mind and if subject does not voluntarily comply, you will have to force compliance.
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Term
| What Steps/Contact model are under Arbitration ? |
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Definition
-Request cooperation
-Explain reason
-Allow choice
-Check decision
-Take action
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