(1) TB 97- Effective Communication

Question 1

With Effective communication, the message that we send to others is often:

• 7 to 10% words we use
• ___ to ___ percent the tone of our voice
• ___ to ___% body language

Answer 1

• 33 to 40% voice
• 50 to 60% body

Question 2

“Body buffer zone” is a personal space only certain people may enter without the other feeling uncomfortable or defensive.

-Intimate distance reserved for only loved ones is between 6 to 18 inches
-Good friends is between 18 inches to 4 ft.
-A social distance for acquaintances is between ___ to ___ feet
-Public distance for strangers is ___ feet and more.

Answer 2

•4 to 12 ft
•12 ft

Question 3

Experts have broken non-verbal communication into five categories:

Answer 3

1. Voice Signals (tone of voice)
2. Body Signals (body language)
3. Object Signals (sunglasses, or using objects for intimidation)
4. Space Signals (personal space)
5. Time Signals (how we exit apparatus or getting onscene)

Question 4

Analyzing, judging, questioning, or sympathizing with victims are common roadblocks to effective communication. In order to BEST enhance our communication and avoid common pitfalls, we must AVOID the following:

Answer 4

1. Facing Down:
   This means belittling, making a fool of, embarrassing, or challenging someone. Suggesting to a citizen to “act your age” in an effort to calm them down may have the opposite effect and actually infuriate the person.
2. Threatening Arrest:
   The citizen may not be intimidated by the threat of arrest, in which case the members on-scene are placed in a no win situation.
3. Legalizing:
   Emphasizing legal advice as a means to calm disputants can backfire. It may further damage the situation by missing the essence of the problem and by angering the parties involved.

Question 5

One way to be a good listener is to restate or paraphrase what was said to clarify a meaning (What I am hearing is …….. ).

It has been said that communication is at its highest level when:

Answer 5

one can stand in the shoes of another and understand what a particular event means to that person.

Question 6

Another method suggested by many experts is commonly referred to as a five step method of compliance. If used properly, emergency personnel will give “difficult” people the opportunity to save face.

This method is utilized as follows:

Answer 6

1. The first responder makes a request; “please get out of the car.”
   - The difficult person refuses; “no.”
2. The first responder makes a reasonable appeal (with reasons) for compliance to the request; “will you please get out of the car so that we can treat the patient.”
   - The difficult person refuses; “you can’t make me.”
3. The first responder presents options (these options should be selfish reasons that motivate the citizen to comply);
   -“sir, if you don’t get out of the car, two things might happen….”
4. The first responder makes a final appeal and confirms citizen’s response; “sir, is there anything I can say or do to earn your cooperation?”
   -The difficult person still refuses to comply.
5. The first responder takes an action:
   - Have the difficult person arrested. Do not argue with the person, just be professional.

Question 7

Verbal Judo

Experience has shown that a response utilizing ______ and ______ techniques will normally be our best action. Simply stated, these techniques absorb what is said and redirects the statement to get back to the issue at hand.

Answer 7

deflection and redirection

Examples might include:
“I can understand how you must feel, but…”
“I can appreciate your concern, but…”
“I can believe that, but … “
“That may be true, but…”

Question 8

The key to dealing with people is _______.

Answer 8

proper communication.

Question 9

Violent criminals have “body buffer zones” _____ times larger than non-violent convicts. Within this zone, they became very defensive and combative.

Answer 9

4 times