Communication Manual Flashcards
Avoiding Conflict
You can avoid conflict by adopting the appropriate attitude, using continual risk assessment and through sound communication techniques. This will help improve safety, lower injuries, less complaints, lower stress levels and improved professional image.
Avoiding Force
You must adopt the appropriate level of force and tactics for each unique situation. You must be able to justify your actions. Does your use of force align with the SELF test.
A Guide to Force - Tactical Options Model TOM
(Safety First - Assess and Reassess) - (Communication) - (OC Spray, Cordon and Manage, Presence, Other Weapons, CED, Hand Tactics, Negotiation, Firearm, Tactical Disengagement and Baton)
Self Control
An appropriate and controlled response is detrimental to the safety of all parties. You must first control your own behaviour before worrying about others. Some strategies are breath control, visualising positive outcomes, positive thinking and participating in training.
Organisational Versus Personal Values
You cannot allow personal bias and prejudices to influence the way you respond in any situation. This will often escalate the situation. Follow the SELF test and remember the organisational values.
Process Versus Outcome
In most situations the outcome is determined straight away (unless you show discretion) but if you don’t focus on the process you can miss vital information.
Active Listening
Listening is the most important communication skill. Showing empathy helps develop rapport. Make sure you maintain eye contact, nod your head and use minimal encouragers (yes, I see, okay).
HEAR Principle
Help, Empathise, Actively Listen and Rapport
What You Say Versus How You Say It
Important to remember your pitch, pace, tone and volume. Any ambiguity can send the wrong message. It’s also important to be aware of body language.
Behavioural Warning Signs
Direct prolonged eye contact, looking away, accelerated breathing, ground kicking, flaring nostrils, baring of clenching teeth, hands on hips or standing tall.
Pre Attack Indicators
Taking up a bladed position (fighting stance), rocking forwards and backwards, clenching fists, shrugging shoulders, hands rising above waist, head dropping to protect throat breaking eye contact to target glance.
The Effective Contact Framework (CATCOC)
Contact, Authority, Topic, Core Dialogue, Outcome, Conclusion
Conducting Effective Contacts
Safety Dialogue; involves ensuring the safety of everyone (you, me and the public). Assisting Dialogue; promote further discussion with the subject using the HEAR principle.
Persuasion Process
Present the problem, present the choices, verify and proceed.
