Comms and Ethics Finals Flashcards
Cognitive Biases (2 types)
- Confirmation Bias
- Anchoring Bias
What is Confirmation bias
A tendency to listen more to information that confirms our existing beliefs
What is Anchoring bias?
A tendency to be overly influenced by the first piece of information that we see or hear
What is Stereotyping?
Widely held beliefs about a certain social group or a type of individual based on prior assumptions
What is Prejudices?
A negative opinion or feeling beforehand or without knowledge, thought or reason.
The main difference between a stereotype and a prejudice is that the prejudice is always negative.
When does discrimination occur?
Discrimination occurs when there is a negative attitude towards a certain group of people those feelings are acted upon.
Three types of conflicts of interest?
Actual = conflict exists between your official duties or responsibilities and your private interests
Perceived = Where others may interpret your private interests as improperly interfering/influencing the performance of your official duties or responsibilities, whether this, in fact, the case.
Potential = Where your private interests could interfere with or influence your official duties or responsibilities in the future if not managed now.
Responsibilities in dealing with conflict of interest?
- IDENTIFY the conflict
- AVOID the conflict
- REPORT the conflict to a
supervisor - MANAGE the conflict and be co-operative
- MONITOR the conflict with your supervisor until it is resolved
What is a conflict of interest?
Give examples
A conflict of interest occurs when the private interests of a NSWPF employee interferes/influences or appears to interfere/influence their official duties and responsibilities
EXAMPLE:
1. Secondary employment
2. Local sports team
What steps do you take in the Victim/Witness Follow- Up?
Ensure victims receive an event number and a victim’s card
Ensure victim follow-up within seven days
and then every 28 days until the matter is finalised
Ensure that when matters become cases, you continue to keep the victims and witnesses informed of developments during the investigation and in the lead-up to the court date (at least every 28 days)
Comply with the Charter of Victim’s rights.
Explain to the victim the process of an investigation, what’s required of them and what you will do to support them
Provide victims and witnesses with realistic expectations
How to deal with difficult customers?
- Always remain calm, polite and
professional - Listen to and acknowledge
customer enquiries - Tell the customer when no
further action can be taken and
why
How to deal with Front Counter Enquiries?
- Ensure victims receive an event
number and a victim’s card - Use interpreter or disability
services - Ensure initial victim follow-up
occurs within seven days and that
all ongoing follow-up complies
with the Charter of Victim’s Rights
4.Try to resolve the customer’s
matter at the first point of
contact.
- Greet the customer at the counter in a professional and courteous manner
- Make them feel welcome at your workplace.
- Use a personal approach and treat the customer as you would expect to be treated yourself
- Your responsibility is to serve and protect. That should be reflected in your tone and manner
How to deal with Telephone Enquiries?
- Ensure victims receive an event number
- Ensure messages are followed up
- Use interpreter services and the TTY (text telephone) number
- Try to resolve the customer’s matter at the first point of contact
How to deal with misconduct?
- You must report any suspected or known misconduct or serious maladministration (Code of Conduct and Ethics, Point 10 and Police Act 1990, s 211)
- You must make your report in writing
- Your report must be made to a Sergeant or above
Where would you find the policy for misconduct?
Code of Conduct and Ethics, Point 10 and Police Act 1990, s 211F
