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ADPP > Communication and Ethics > Flashcards

Communication and Ethics Flashcards

1
Q

5 points of keeping the peace

A
  1. Maintaining order
  2. Upholding and enforcing the law
  3. Protecting life and property
  4. Preventing and detecting crime
  5. Providing police services
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2
Q

What is the importance of policy/legislation/procedure?

A
  • Sets out guidelines for police to follow when performing their duties
  • They exist because the community deserve to be served by officers who can uphold the highest level of ethics, integrity and professionalism in every situation
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3
Q

What Act and Section is the statement of values?

A

Police Act 1990 (NSW), Section 7

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4
Q

Fill in the blanks of the Statement of Values
… integrity above all
… the rule of law
… the rights and freedoms of individuals
… to improve the quality of life by community involvement
… for citizen and police personal satisfaction
… on the wealth of Human Resources
… efficient and economical use of public resources
… that authority is exercised responsibly

A 
A. Places
B. Upholds
C. Preserves
D. Seeks
E. Strives
F. Capitalises
G. Makes
H. Ensures
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5
Q

What Act and Clause does the Oath or affirmation of office for police come from?

A

Police Regulation 2015 (NSW), Clause 7

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6
Q

What is the SELF test?

A

Scrutiny: Would your decision withstand scrutiny by the community and NSWPF
Ethical: Is your decision ethical and consistent with the statement of values, oath of office and code of conduct and ethics?
Lawful: Does your decision comply with all laws, regulations, policies?
Fair: Is your decision fair to your colleagues, community and family?

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7
Q

What is Section 211F of the Police Act 1990 (NSW)?

A

Members of NSW Police Force under duty to report misconduct of police officers

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8
Q

What do you need to do when reporting misconduct?

A

Report in writing to another police officer who is of the rank of sergeant or above

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9
Q

What point of the code of conduct and ethics is misconduct in?

A

Point 10

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10
Q

What is the role of police in a democratic society?

A

Enforce the law to all those in the community whilst maintaining mutual respect and dignity

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11
Q

What is the reason for customer service guidelines?

A

To support NSWPF employees to achieve the highest quality of service to all customers

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12
Q

What are the benefits of having improved customer service?

A
  1. Increased public confidence
  2. Lower complaint and lower costs with complaint management
  3. Greater recognition of staff
  4. More efficient victim and witness management
  5. More efficient court proceedings
  6. Increase in willingness of victims to seek assistance from police
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13
Q

What are the obligations to victims/witnesses of crime? (4 steps)

A
  1. Ensure victims/witnesses receive an event number and contact card
  2. Ensure victim follow up within 7 days
  3. Ensure that when matters become cases, you continue to keep the victims and witnesses informed of developments during investigation and in the lead up to the court date (at least every 28 days)
  4. Comply with the charter of victims rights
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14
Q

What are the expectations of victims of crime?

A
  1. Comply with the charter of victims rights
  2. Comply with the NSWPF customer service charter
  3. Be victim focused
  4. Use interpreters and support persons where necessary
  5. Provide victims with victim card
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15
Q

What are the key actions for dealing with a difficult customer?

A
  1. Always remain calm, polite and professional
  2. Listen and acknowledge customer enquires
  3. Tell the customer why no further action can be taken
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16
Q

What are the key actions for phone enquirers from a victim?

A
  1. Ensure the victims receive and event number, where appropriate
  2. Ensure messages are followed up
  3. Use interpreters services and TTY (text telephone) number
  4. Try to resolve the customers matter at the first point of contact
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17
Q

What are the key actions for front counter enquires?

A
  1. Ensure victims receive an event number and contact card
  2. Use interpreter or disability services
  3. Ensure follow up occurs (7 days) and comply with charter of victims rights
  4. Try to resolve the matter. Greet the customer in a professional manner
  5. Introduce yourself - make them feel welcome
  6. Personal approach
  7. Be flexible with people who have disabilities
  8. Have a good tone
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18
Q

Why is it important to keep our customers informed on their matters?

A

Closure is preferable to not knowing

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19
Q

What are the barriers to communication?

A 
Linguistic
Interpersonal
Physical
Cultural
Organisational
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20
Q

What are some further barriers to communication?

A

Police uniform
Intoxication
Poor delivery

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21
Q

What are the percentages of communication (Dr Albert mehrabian)?

A

7% spoken
38% pitch, tone, speed, pauses
55% body language

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22
Q

What are the four types of listening?

A

Marginal
Evaluative
Active
Non-listeners

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23
Q

What are the barriers of listening?

A
  • Lack of interest or motivation
  • Mind being elsewhere
  • Lack of mutuality
  • Perception
  • Attitudes and beliefs
24
Q

What are the points for taking control?

A
  • displaying empathy
  • being a good listener
  • building rapport
  • making decisions
  • being assertive
  • setting out clear instructions
  • being fair
25
Q

What is procedural justice?

A

Individuals perception that they have been dealt with by police in a fair manner, which enhances an individuals willingness to cooperate with the police

26
Q

What is police legitimacy?

A

Community members acceptance of the authority of police

27
Q

What are the four components of procedural justice?

A
  1. Neutrality: making decisions based on facts, legal rules, principles
  2. Respect: respectful treatment of citizens
  3. Trustworthiness: police show they act on behalf of best interest
  4. Voice: provides citizens with the opportunity to express their own views
28
Q

What are the four judgements of police legitimacy?

A
  1. Obligation to obey
  2. Trust and confidence in the police
  3. Moral alignment
  4. Ethical exercise and authority
29
Q

What is the importance of police legitimacy (CCP)?

A

Compliance - with the law
Cooperation - citizens willingness to report crime
Responsibility - the way officers behave

30
Q

What is the importance of police accessibility?

A
  • Minimise the impact of social exclusion
  • Increase social inclusion through partnership working
  • Assist community members to access services
  • Identify those affected by social exclusion
31
Q

What is the definition of stereotype?

A

A preconceived notion about a group of people

32
Q

What is the definition of prejudice?

A

A preconceived opinion that is based on reason or actual experience (pre-judging)

33
Q

What is discretion?

A

Discretion is the ability to choose whether to or whether not to proceed with a particular course of action

34
Q

What is discretion enabled through?

A

Original authority

35
Q

What are the sources of discretion?

A
  • Common law: original authority
  • Statute law: use of words such as may, reasonably believes and suspects
  • Rule of law: ideal about the way that power is conferred upon a person or a group
36
Q

What is appropriate discretion?

A
  • ignored irrelevant facts
  • takes account of relevant facts
  • has consistency
  • based on rationally
  • applied in good faith
37
Q

What is misconduct?

A

An intentional breach by an officer of the NSWPF policy, a strict guideline or a legislatively based duty or requirement

38
Q

What is maladministration?

A

Viewed as conduct which, whilst not amounting to unlawful conduct it is still inappropriate

39
Q

What are the two consequences of maladministration of justice?

A
  • Failed prosecution

- Miscarriage of justice

40
Q

What are the 4 main points of internal witness support?

A
  1. Encourages reporting of misconduct
  2. Improve the NSWPF management of complaints
  3. Provide direct support to complaints in high risk situations
  4. To report misconduct an officer needs to have moral courage
41
Q

What is moral courage?

A

Going against what a fellow officer expects or even demands requires moral courage

42
Q

What is situational awareness?

A

Knowing what is going on around you at all times.

Identifying risks and dealing with them using informed decisions

43
Q

What does it mean by behavioural observations?

A

Systematic recording of behaviour by an external observer (police, witness, victim)
Detailed procedures that are designed to collect reliable and valid data on client behaviour and the factors that control it

44
Q

How do you determine whether a thing is out of place?

A
  • the time of day or night
  • observations: a person looking suspicious
  • intelligence: location that has recent activity
  • body language: constantly looking around
  • out of place
    When questioned the answers arouse suspicion
45
Q

What is an informed decision?

A

A decision to do something based on facts of information

46
Q

What is STOPAR?

A 
Stop
Think
Observe
Plan
Act
Review
47
Q

What is the POLICE mnemonic?

A 
Policy and procedure
Officers and public safety
Legislation
Investigation
Customer service
Ethical decision
48
Q

What are the barriers to decision making?

A
  • Confidence bias
  • Hindsight bias
  • Anchoring bias
  • Escalation of commitment
49
Q

What is a conflict of interest?

A

A conflict of interest arises when what is in a persons best interest is not in the best interest of another person or organisation, to which that individual owes loyalty

50
Q

What are the three types of conflict?

A
  1. Actual: conflict exists between your offical duties or responsibilities and your private interests
  2. Perceived: can be seen by others that your private interests could improperly interfere with or influence you in the performance of your duties, whether or not this in fact is the case
  3. Potential: private interests could interfere with it influence your official duties in the future
51
Q

What are the areas of risk (conflict of interest)?

A
  • Interpersonal relationships
  • Secondary employment
  • Declarable associations
52
Q

How do you deal with a conflict of interest?

A
  1. Identify the conflict
  2. Avoid the conflict
  3. Report the conflict
  4. Management of the conflict must have your cooperation
  5. With your manager, monitor until resolved
53
Q

What is the conflict management model?

A
  1. ASK: ask the person to comply with your request
  2. CONTEXT: tell them reasons they need to comply in accordance with law/policy/procedure
  3. OPTIONS: give the person options (negotiate with something that is important to them)
  4. CONFIRM: shows fairness to the public (is there anything that I can get you to comply)
  5. ACTION: take action in accordance with law/policy/procedure
54
Q

What is corruption?

A

Deliberate unlawful conduct, whether by act or omission, on the part of a member of the police force, utilising his/her position, whether on or off duty and the exercise of police powers in bad faith

55
Q

What is process corruption?

A
56
Q

What is noble cause corruption?

A

ADPP (6 decks)

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