Communication Flashcards
What is the ‘Frame of reference’?
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.
What is the difference between ‘interpersonal’ communication and ‘intra-personal’ communication?
Interpersonal: is how we communicate with others
Intra-personal: is our self talk
When a police officer wishes to use their powers, what information must they first provide?
- Their name
- The station they are from
- Why they are using the particular power
- Evidence they are a police officer (unless in uniform)
Verbal communication can be changed by:
- Tone of voice
- The speed of speech
- volume
- vocabulary used
The meaning of Non-verbal communication can be changed by:
- whether or not you make eye contact
- facial expressions
- posture
- any getures made
Non-verbal cues to avoid:
- lack of eye contact
- crossing arms
- sighs
- tapping fingers, pens
- staring down
Core strategies for effective communication:
- Building rapport
- Showing Empathy
- Active Listening
- Providing Feedback
Building rapport means to:
Engage with the other party you are communicating with, building trust and making a connection.
Showing Empathy in a communication is to:
Understand the other persons perspective and acknowledge their feelings.
To Actively listen in a communication is to:
Listen with the intent to understand, not only to respond to what they are saying.
To provide feedback in communication is to:
Show your understanding through verbal and non verbal cues. Showing the other person/people in the conversation your level (if any) of understanding.
Name three barriers to communication:
Background Perception Culture Language Disability Complicated messages Environmental factors Psychological/emotional issues Poor communication or listening skills Stereotyping Discrimination
How can a persons background be a barrier for communication?
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.
How can perception impact the way you communicate with someone?
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.
How can culture be a barrier when communicating?
Different cultures have different ways of communication styles and different traditions. Some things in your culture may not be appropriate in another.
How can psychological or emotional issues be a barrier in communication?
Personal problems may not be obvious to the other party in communication.
List 3 ways to overcome barriers in communication:
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
Language differences can be a barrier in communication, provide 4 examples of language differences:
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”.
What are some advantages of face to face communication?
- Non verbal cues can be used to communicate a message
- feedback, both verbal and non verbal happens in real time
What are some disadvantages of face to face communication?
- 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
What are some advantages to phone calls?
- instant verbal feedback
- provides greater accessibility for both parties
- some people feel more comfortable speaking over the phone vs in person
What are some disadvantages to phone calls?
- non-verbal cues cannot be used to convey your message
- strong reliance on tone of voice
- bad phone lines
What are some positives of using text messages and emails as a form of communication?
- do not rely on availability of the receiver
- provides an accurate record of the information exchanged.
- provide opportunity for drafts before sending
What are some disadvantages to using emails and text messages as a form of communication?
- not everybody has access to the technology
- no verbal cues can be used, message can be misinterpreted
- no control over speed of feedback/reply
What are some advantages of communication in the form of online forums, discussion boards and social media:
- information can reach a large audience
- real time feedback
- provides opportunity for drafts
What are some disadvantages of using social media, online forums and discussions boards as a form of communication?
- poor security of the information that is shared
- unintended negative exposure (trolls)
Listening can be grouped into four broad categories:
- non listening
- marginal listening
- Evaluative listening
- active listening
What is a non-listener?
Someone who makes no effort to listen, often prefers to do the talking
What are some traits of a marginal listener?
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
How would you describe an evaluative listener?
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
How would you describe an active listener?
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
What is a leading question?
A question which tends to suggest an answer. May intentionally or unintentionally influence a response.
What is a double-barrelled question?
A question that contains two questions in one. This can make it difficult to gain accurate information.
How can paraphrasing help in communication?
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…”
How can using open questions to gather information be useful?
They allow you to gain an overview of the information.
How can closed questions be useful when trying to gain information?
They can clarify open questions.
They give definitive, clear answers.
When trying to gain information, should you use open or closed questions first?
Why?
Open questions should be used first.
To gain an overview of the information.
Section 202 of the law enforcement act requires an officer to what?
State their name, station and the reason they are using their power.
