Communication

Question 1

What is the ‘Frame of reference’?

Answer 1

Our background experiences and beliefs.

Made up of:

• Family or cultural backgrounds
• Language skills and physical abilities
• Attitudes and values
• Status or relationship with people in the communication

Our frame or reference forms our intra-personal and interpersonal communication.

Question 2

What is the difference between ‘interpersonal’ communication and ‘intra-personal’ communication?

Answer 2

Interpersonal: is how we communicate with others

Intra-personal: is our self talk

Question 3

When a police officer wishes to use their powers, what information must they first provide?

Answer 3

• Their name
• The station they are from
• Why they are using the particular power
• Evidence they are a police officer (unless in uniform)

Question 4

Verbal communication can be changed by:

Answer 4

• Tone of voice
• The speed of speech
• volume
• vocabulary used

Question 5

The meaning of Non-verbal communication can be changed by:

Answer 5

• whether or not you make eye contact
• facial expressions
• posture
• any getures made

Question 6

Non-verbal cues to avoid:

Answer 6

• lack of eye contact
• crossing arms
• sighs
• tapping fingers, pens
• staring down

Question 7

Core strategies for effective communication:

Answer 7

• Building rapport
• Showing Empathy
• Active Listening
• Providing Feedback

Question 8

Building rapport means to:

Answer 8

Engage with the other party you are communicating with, building trust and making a connection.

Question 9

Showing Empathy in a communication is to:

Answer 9

Understand the other persons perspective and acknowledge their feelings.

Question 10

To Actively listen in a communication is to:

Answer 10

Listen with the intent to understand, not only to respond to what they are saying.

Question 11

To provide feedback in communication is to:

Answer 11

Show your understanding through verbal and non verbal cues. Showing the other person/people in the conversation your level (if any) of understanding.

Question 12

Name three barriers to communication:

Answer 12

Background 
Perception 
Culture
Language 
Disability
Complicated messages 
Environmental factors
Psychological/emotional issues 
Poor communication or listening skills
Stereotyping 
Discrimination

Question 13

How can a persons background be a barrier for communication?

Answer 13

A persons age, gender, race, nationality, religion or socio-economical status may impact the way you can communicate with them or their willingness to communicate with you.

Question 14

How can perception impact the way you communicate with someone?

Answer 14

Different world-views, opinions and experiences can impact the understanding two parties have when communicating with each other, or, the way each party perceives the situation.

Question 15

How can culture be a barrier when communicating?

Answer 15

Different cultures have different ways of communication styles and different traditions. Some things in your culture may not be appropriate in another.

Question 16

How can psychological or emotional issues be a barrier in communication?

Answer 16

Personal problems may not be obvious to the other party in communication.

Question 17

List 3 ways to overcome barriers in communication:

Answer 17

Choosing appropriate environments 
Using positive language
Active listening 
Repeating info by rephrasing it 
Being sensitive of all cultures
Using aids or equipment when required 
Clarifying understanding through asking questions

Question 18

Language differences can be a barrier in communication, provide 4 examples of language differences:

Answer 18

Dialect: American English vs Australian English

Jargon: words and expressions used in technical way military jargon (AWOL)

Colloquialisms: the use of informal words (Arvo, servo, chippy)

Idioms: a form of expression. “Over the moon”
“up in the air”.

Question 19

What are some advantages of face to face communication?

Answer 19

• Non verbal cues can be used to communicate a message

- feedback, both verbal and non verbal happens in real time

Question 20

What are some disadvantages of face to face communication?

Answer 20

• little or no time is provided to plan what to say.
• both parties must be available at the same time
• messages can be perceived wrong due to mixed signals

Question 21

What are some advantages to phone calls?

Answer 21

• instant verbal feedback
• provides greater accessibility for both parties
• some people feel more comfortable speaking over the phone vs in person

Question 22

What are some disadvantages to phone calls?

Answer 22

• non-verbal cues cannot be used to convey your message
• strong reliance on tone of voice
• bad phone lines

Question 23

What are some positives of using text messages and emails as a form of communication?

Answer 23

• do not rely on availability of the receiver
• provides an accurate record of the information exchanged.
• provide opportunity for drafts before sending

Question 24

What are some disadvantages to using emails and text messages as a form of communication?

Answer 24

• not everybody has access to the technology
• no verbal cues can be used, message can be misinterpreted
• no control over speed of feedback/reply

Question 25

What are some advantages of communication in the form of online forums, discussion boards and social media:

Answer 25

- information can reach a large audience - real time feedback - provides opportunity for drafts

Question 26

What are some disadvantages of using social media, online forums and discussions boards as a form of communication?

Answer 26

- poor security of the information that is shared | - unintended negative exposure (trolls)

Question 27

Listening can be grouped into four broad categories:

Answer 27

- non listening - marginal listening - Evaluative listening - active listening

Question 28

What is a non-listener?

Answer 28

Someone who makes no effort to listen, often prefers to do the talking

Question 29

What are some traits of a marginal listener?

Answer 29

They hear the words and sounds, yet do not listen to the message. They make little effort to clarify information Easily distracted Do not allow for drawn out communication

Question 30

How would you describe an evaluative listener?

Answer 30

Someone who listens to the intended message, but fails to capture the feeling behind the words. Logically and emotionally detached and ignore verbal cues. Regularly interrupt conversation

Question 31

How would you describe an active listener?

Answer 31

Someone who try’s the understand the content and context of the message. Someone who looks for verbal and non-verbal cues They provide feedback to show their level of understanding Someone who looks further into the message than just the words

Question 32

What is a leading question?

Answer 32

A question which tends to suggest an answer. May intentionally or unintentionally influence a response.

Question 33

What is a double-barrelled question?

Answer 33

A question that contains two questions in one. This can make it difficult to gain accurate information.

Question 34

How can paraphrasing help in communication?

Answer 34

Paraphrasing can help show your understanding or lack of understanding in a conversation. It gives the other party an opportunity to clarify their message. “If I understand correctly...” “So, what you’re saying is...”

Question 35

How can using open questions to gather information be useful?

Answer 35

They allow you to gain an overview of the information.

Question 36

How can closed questions be useful when trying to gain information?

Answer 36

They can clarify open questions. They give definitive, clear answers.

Question 37

When trying to gain information, should you use open or closed questions first? Why?

Answer 37

Open questions should be used first. To gain an overview of the information.

Question 38

Section 202 of the law enforcement act requires an officer to what?

Answer 38

State their name, station and the reason they are using their power.