Communication Skills for LEOs Flashcards
nonverbal cues account for about ___ percent of the meaning in communications
90
Less then ___ percent of communication meaning comes through verbal contact
10
body language accounts for __ percent of the meaning in messages
55
para language accounts for __ percent of meaning in message.
35
what can be detected through your tone
FEAR
whats more important? to feel confident, or to sound confident?
the SOUND confident
Loaded words make others defensive and make them stop listening, what are three examples of loaded words?
lazy, stupid, incompetent…. basically loaded words are put downs. COLD PRICKLES not warm fuzzys
The purpose of ___ ____ is to solve the problem, not to punish the other person for their behavior
assertive criticism
what are the 7 body language cues (HLLITSW)
Hesitation Lack of eye contact Looking through you eye contact Interruption tense posture slumping posture words dont match nonverbel
what are the 4 proxemics zones?
intimate zone (6 to 18 inch.) personal zone (1.5 to 2.5 feet) social zone (4 to 12 feet) Public zone ( 12 to 25 feet)
four examples of OPEN body positions
steepled fingers
open hands/arms
calm face
leaning forward
3 examples of closed body positions
staring
crossed arms/clinched hands
confused look
the concept of matching or _______ body language is based on the belief that people like people that are like them
mirroring
what is Nonassertive behavior?
behavior that is passive and indirect ( lose/win)
what is aggressive behavior?
when we put our needs above all others (win/lose)
what is assertive behavior?
active, direct, and honest. leads to success (win/win)
what is communication?
the SHARED meaning between two or more (active communication)
Trying to listen takes up __% to __% of a persons day
40
70
the accuracy that we listen is __% to __%
25
50
we forget about __% to __% of what we hear in an 8 hour day
33
50
what is active listening?
trying to understand what someone is saying from their point of veiw
Empathy=
placing your self in others shoes
how many words per minute can we speak
125
how many words per minute can we process
500-600
The four levels of discriminate listening are..
Attentive listening (precedes deeper listening) Retentive listening (attempt to remember) Reflective listening (evaluates info) Reactive listening (formulating questions)
what is reactive listening
full communication, formulates questions, and responds
what is listening critically?
ability to distinguish between fact and opinion
YOU MUST CREATE A CLIMATE WHICH IS NEITHER….
Critical
Valuative
Moralizing
two components to a person trying to get a message across are
content
attitude/feeling
what is SPEAR in regards to nonverbal communication
Stance Posture Eye contact Attending behavior ( on balls of feet) Relax!
What is paraphrasing
technique which allows the listener to summerize
four steps of paraphrasing (lssf)
Listen
Speculative statements (let me make sure i got it)
Summarize
Follow up Qs
definition of respect…
To feel or show honor or esteem for (hold in high regard)
