Communication Flashcards

1
Q

8 Step Intervention Model

A
  1. Appropriate Greeting
  2. Identify yourself
  3. Reason for contact
  4. Relevant question
  5. Active listening - redirection
  6. Action request - persuasion
  7. Summarise/ decision
  8. Closure (thank people if they have been co-operative)
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2
Q

MOREPIES

A

M - minimal encourages (verbal/ non-verbal communications to show you are listening)
O - open questions
R - reflection (repeat words/ phrases that someone has used)
E - effective pauses
P - paraphrase (summarising what an individual has said in your own words)
I - I-sentences
E - emotional labelling (understanding the effects of a situation and the impact this has had on them)
S - summary

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3
Q

De-escalating situations using the 5 step appeal

A
  1. The Simple Approach - ask to comply with instruction
  2. Reasoned Appeal - repeat the request and reinforce meaning if they do not comply
  3. Personal Appeal - ask them to reflect on their actions and how they would feel if it happened to them
  4. Final, Practical Appeal - a final warning e.g. you must stop now or i will arrest you
  5. Action - following through e.g. arresting them
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4
Q

PAW

A

Persuade - politely ask to comply
Advise - telling them the reason they should comply
Warn - warning of a fixed penalty notice/ arrest

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5
Q

LEAPS

A

L - Listen (actively)
E - Empathise
A - Ask Questions
P - Paraphrase
S - Summarise

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