Chapter 2 - Communication Flashcards
Communication
involves the exchange of messages, verbally and
non-verbally. Spoken or written language, gestures, facial expressions, and body movements.
Communicating Effectively
Think First
Deliver Message
Allow Time for Understanding
Assess Response
Empathy
the ability to understand and care about the emotions of others
Sympathy
feeling sad for someone
Courtesy
how you display professional conduct or show respect for others
Professionalism
Good character and pride in yourself and your career
Characteristics of an effective communicator
Empathy
Courtesy
Professionalism
LEED
- Listen: Give everyone you interact with a chance to tell you their side of the story.
- Explain: Always explain your actions.
- Equity: Make fair decisions.
- Dignity: Treat people with respect.
Command presence
demeanor and confidence exhibited by personal appearance, erect posture, alertness, and attention to surroundings
Non-Verbal communication
any message or signal sent from one person to another without the explicit use of language
Voice and tone
How loud you speak and your tone and inflection
Posture
the way we sit, walk, stand
Body movement
We use our body movement to communicate our attitude or our emotional state by facing or leaning toward a person or through moving away from a person.
Mutual gaze
the common level of eye-to-eye contact that two people have when conversing
A break of gaze
when a person unintentionally or intentionally drops their gaze from the person looking at them
To manage conflicts effectively
active listening, understand human and cultural diversity, and practice self-control
Culturally responsive
you are open to learning about new cultures, respectful of cultural differences, and recognize the important role culture plays in people’s lives.
Self-talk
the practice of talking to yourself as you anticipate, encounter, or evaluate an event
INTRODUCTION
the simple act of introducing yourself to a person and explaining the reason for your interaction may make the person feel more at ease
APPROPRIATE QUESTIONS
Asking the right questions can also make the communication process smoother
ACTIVE LISTENING
involves focusing more on listening than talking
SELF-DE-ESCALATION
If you find yourself becoming angry or emotional, take some time to pause and reset your response. This may include withdrawing from the conversation or having a fellow officer relieve you
ENVIRONMENT AND AUDIENCE CONSIDERATION
be mindful with whom, and where, you are speaking. Be empathetic and culturally sensitive
SELF-AWARENESS
Being aware of your own thoughts and behaviors can help you control yourself in a difficult situation
APPROPRIATE CONCLUSION
conclude by explaining what action will be taken (or not taken) and why
