Communications session 2 Prep:

Question 1

Police Act section 6 - Missions and Functions of the police - what are they? (PUMPP)

Answer 1

P - Protect life and property
U - Uphold the law
M - Maintain Order
P - Prevent and detect crime
P - Provide social services.

Question 2

Statement of Values - Police Act Section 7.
Fill in the blanks: (PUMPSECS)
P - Places integrity above all.
U - Upholds the rule of .
M - Makes and use of public resources.
P - Preserves the and freedoms of individuals.
S - Seeks to improve the, of life by community involvement in policing.
E - Ensures that. is exercised responsibly.
C - Capitalises on the. of human resources.
S - Strives for citizen and police personal satisfaction.

Answer 2

P - 
U - law
M - efficient, economical
P - Rights
S - quality
E - authority
C - wealth 
S -

Question 3

PITA =

Professional and helpful
Informed throughout whole process
Takes appropriate action
Accessible to everyone.

These are made for what?

Answer 3

Customer service charter guidelines.

Question 4

Name 6 rights from the charter of victims rights?

Answer 4

1 - Courtesy, compassion and respect 
7 - Protection from contact with accused
8 - Protection of identity of victim 
11 - Protection of the accused 
14 - Victim impact statement 
17 - Financial assistance.

Question 5

How to deal with difficult customers?

(ALT).

Answer 5

A - Always remain calm, polite and professional.
L - Listen to, and acknowledge customer enquiries
T - Tell the customer when no further action can be taken and why.

Question 6

Assertiveness and its 4 rules? (HERB)

Answer 6

• Be honest, IPE and explain why you are speaking to them.
• Negotiate on equal terms, be clear to the person and what you want require of them
• Relevant facts only, what is relevant and what is not to the scenario.
• Stick to your bottom line, what should the person do to cease conduct/behaviour.

Question 7

Why do we have discretion? (CULL)

Answer 7

C - Community as a whole doesn’t always want the aw enforced.
U - Uphold the spirit of the law, rather than the letter of the law.
L - laws cant conceive of every situation and still remain workable
L - Law breakers intent isn’t always malicious evil or deliberate.

Question 8

The 4 types of listeners are; (MEAN)

And explain roughly what they do…

Answer 8

M - Marginal listeners - make little effort to clarify information provided or to seek out further info.
E - Evaluative listeners - listen to the message but fail to capture the feeling behind the words.
A - Active listeners - look further into the message than just words.
N - Non listeners - make no effort to listen.

Question 9

When does a conflict of interest occur?

Answer 9

When the private interests of a NSWPF employee,

• interferes with or influences, or,
• appears to interfere with or influence their official duties and responsibilities.

Question 10

The 3 types of Conflicts of interests?

Answer 10

1. Actual
2. Perceived
3. Potential.

Question 11

3 areas for concern for risk in regards to Conflict of interest?

Answer 11

1. Secondary employment
2. Interpersonal relationships
3. Declarable assosciations

Question 12

5 steps for managing conflict? (ASSCA)

Answer 12

1. ASK - them to comply with your request
2. SET CONTEXT - explain why they need to comply, what is your bottom line, and your powers?
3. SET OPTIONS - give options and some sense of control, use this to negotiate compliance
   4 - CONFIRMATION - confirm action to be taken and give a final chance for them to comply.
   5 - ACTION - take appropriate action.

Question 13

2 types of corruption, and what do they entitle?

Answer 13

Process - motivated by personal gain/reward
- interfering with the process of the organisation or the administration of justice.

Noble cause - a corrupt act is taken without personal gain but to get the job done
- the intent is not for personal gain, but for the ‘greater good of society’.

Question 14

8 Ethnicity based descriptors:

AA SCAMPS -

Answer 14

A - aboriginal and torres strait islander
A - African 
S - South American 
C - Caucasian
A - Asian
M - Mediterranean 
P - Pacific islander/Maori 
S - Sub-Continental.

Question 15

What are the 4 decision making traps when using STOPAR?

Answer 15

1 - Hindsight Bias - apportioning blame onto someone before sorting out the situation
2 - Anchoring bias - making decisions without all the information.
3 - Confidence bias - overconfidence influencing decision making process
4 - Escalation of commitment -not being able to see the plan they have come up with won’t work, and still implementing it.

Question 16

Police legitimacy is traditionally conceptualised as reflecting four judgements…
What are they? (TOME)

Answer 16

1 - Trust and confidence in Police.
2 - Obligation to obey
3 - moral alignment
4 - Ethical exercise of authority.

Question 17

The 4 elements of Procedural Justice (NRTV)?

Answer 17

• Neutrality
• Respect
• Trustworthiness
• Voice.