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Workforce Essentials > Guiding Communication Towards Positve Outcomes > Flashcards

Guiding Communication Towards Positve Outcomes Flashcards

1
Q

In the NSW Police Force Customer Service Charter, who is defined as being a customer?

A
  • victims
  • witnesses
  • the community
  • internal colleagues
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2
Q

Four key commitments are made to the community in the Customer Service Charter, these are:

A
  • to be accessible
  • to be professional and helpful
  • to take appropriate action
  • to keep customers informed
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3
Q

Who would not be considered a customer in the Customer Service Charter?

A

Arrested persons and suspects of crimes.

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4
Q

What are some ways to build rapport?

A
  • Asking introductory questions
  • finding common ground
  • learning more without getting personal
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5
Q

What should be your customer service goal?

To provide a service where:

A

You assist a customer to meet their needs to the best of your abilities, within the context of the situation.

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6
Q

Your mindset focus should be on your customer service goal, this will be reliant on your knowledge of:

A
  • policies and regulations
  • who does what in your organisation
  • you’re communication and problem solving skills
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7
Q

What are 3 negative outcomes of conflict?

A
  • diverts from the real task
  • destroys morale
  • irresponsible behaviour
  • creates suspicion and distrust
  • increases differences in groups
  • obstructs cooperation
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8
Q

State 3 constructive or positive outcomes of conflict:

A
  • promotion of team building skills
  • critical thinking
  • new ideas
  • alternative resolutions
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9
Q

Name three obvious signs of conflict:

A
  • arguing
  • shouting
  • threats
  • physical or verbal abuse
  • taking people to court
  • slamming doors
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10
Q

What are three less obvious signs of conflict?

A
  • avoidance
  • deception
  • logical argument
  • not cooperating
  • undermining
  • snide comments
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11
Q

What are the three intra-personal ways to respond to conflict?

A
  • Aggressive
  • Assertive
  • Passive
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12
Q

When responding to conflict, which of the 3 intra-personal behavioural responses should be the goal?

A

Assertive behaviour response

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13
Q

What are some of the traits of an aggressive behavioural response to conflict?

A
  • standing up for your rights, ignoring others rights
  • dominating or humiliating others in the conflict
  • making decisions that do not consider others rights
  • hostile or defensive in attitude
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14
Q

An assertive behavioural response to conflict involves:

A
  • standing up for your own rights and the rights of others
  • expressing needs, ideas and feelings
  • relating to others in the conflict
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15
Q

A passive behavioural response to conflict means a person:

A
  • Ignores their own rights and allows others to work infringe on their rights
  • does not state their needs, ideas or feelings
  • is emotionally dishonest: theirs actions and words do not reflect their feelings which leads to suppressed feelings and resentment
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16
Q

What are the common roles used to manage or resolve conflict?

A
  • Mediator
  • negotiator
  • facilitator
  • conflict manager
17
Q

What is the role of a mediator in a conflict?

A
  • To act as a nurtured 3rd party
  • leading both sides to listen to each other
  • encouraging both sides to come to an agreement
18
Q

How can the role of a negotiator help to resolve conflict?

A
  • by using a back and forth problem solving approach
  • listening to both sides solution
  • may involve encouraging undesirable compromises
19
Q

What is the role of a facilitator when trying to resolve a conflict?

A
  • using their knowledge of different persons or agencies relevant to the conflict and referring each party to them.
20
Q

How can the role of a conflict manager help resolve conflict?

A
  • they limit the negative aspect of the conflict

- they use their verbal and non verbal cues, knowledge of laws/rules and problem solving skills to defuse situation

21
Q

What are the categories of people who are legally defined as ‘vulnerable’ in NSW?

A
  • the intellectually impaired
  • the physically impaired
  • those who are Aboriginal or Torres Straight Islanders
  • those who are of a non-English speaking background
22
Q

What are three characteristics of vulnerability?

A
  • shyness
  • low self-esteem
  • fear, particularly of authority
  • mental/physical disability
  • other health issues
  • language issues
  • age
  • cultural issues
  • substance abuse
  • socio-economical issues
  • lack of informal support
23
Q

When managing with those considered as legally vulnerable in custody, a police officer should:

A

Assist them to exercise their rights.

24
Q

In addition to those who are legally vulnerable, police also deal with other groups who in society may be vulnerable. These groups of people are called:

A

Socially vulnerable.

25
Q

The population groups considered socially vulnerable include:

A
  • The LGBTIQA community
  • the homeless
  • the elderly
  • women

Workforce Essentials (7 decks)

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