CPC3 Communications Flashcards
55 - 38 - 7 rule is what?
55% of communication come through body language
38% from paralanguage (the way its said)
7% what is said.
4 barriers to communication?
Language,
Environmental
Inclusion,
Cultural
Two types of cognitive biases:
Confirmatory
Anchoring.
3 types of empathy? (ECC)
Emotional
Compassionate
Cognitive
How to show compassionate empathy
Appear small,
Low, slow and reassuring voice
Wide eyes
Calm and confident
How to show cognitive empathy
Listen only
Understand even if you dont agree
In their shoes
Pay attention to non-verbal coms.
Procedural justice:
How police legitimacy is established and focuses on how police interact with public.
4 values of Procedural justice
Voice
Neutrality
Respect
Trustworthiness.
What role does police take when in investigation.
Mediator and facilitator
Two components of investigative communications:
Free flowing
Legislatively required language
Free flowing
Both formal and conversational language.
3 causes of aggression
Drive theory,
Frustration - aggression hypothesis
Instinct theory
What is the drive theory,
Someone within the environment activates a drive that motivates someone to cause harm.
Frustration, direct provocation, elevated arousal, alcohol and drugs.
Process of the frustration - aggression hypothesis
- Persons goal is blocked
- Creates frustration and anger
- Anger predisposes a person to behave aggressively
- May engage in violence.
The instinct theory
Everyday stresses build up, if it’s not relieved it explodes into verbal or aggressive methods. (Bottle up emotions)
What police roles (2) do Police adopt in conflict resolution.
Negotiator or Law enforcer.
2 conflict communication strategies?
Goal blockage removal
Negotiated strategy
Steps for the goal blockage removal
- Determine the goal,
- Identify what the blockage is
- Determine if it can be legally removed or safety wise,
should be - Identify if it in the police officers authority to remove.
Whaat is the negotiated solution strategy?
POIs goals can’t be achieved, you give them 2 options where the first on is calm and second one if not so calm.
4 ANZPAA principles of use of force. (RNPA)
Reasonable,
necessary,
proportionate,
appropriate.
Difference between physical and psychological control:
Psychological control is where they have mentally submitted and no longer resisting.
What are the 4 levels of resistance:
No resistance - no hands on
Passively resisting - maybe slight touching
Aggressively resisting - use of lower level appointments
Deadly resisting - higher levels of appointments.
Justification of firearms
Immediate risk to your life or the life of someone’ else, or
Immediate risk to serious injury to you or someone else and there is NOTHING to prevent the risk.
Conducted electrical weapon (CEW)(Taser)
To protect yourself or others where violent confrontation or violent resistance is occurring or imminent.
To help protect an officer(s) if being overpowered or protect themselves or someone of ACTUAL BODILY HARM.
Protect against animals.
Oleoresin Capsicum (OC) Spray
Protection of human life,
Less lethal option for controlling people where resistance or confrontation occurs or is likely to,
Protection against animals.
Justification for Baton
If in danger of being overpowered,
To protect yourself or others from injury
Must be reasonable force.
Justifications of handcuffs
Only cuff prisoners due to attempted escapes, possible escapes or prevent harm,
Recorded handcuffed reasons in notebooks.
4 values of the customer service framework
- Understand
- Prioritise
- Deliver
- Engage.
