Guiding Communication Towards Positve Outcomes Flashcards
In the NSW Police Force Customer Service Charter, who is defined as being a customer?
- victims
- witnesses
- the community
- internal colleagues
Four key commitments are made to the community in the Customer Service Charter, these are:
- to be accessible
- to be professional and helpful
- to take appropriate action
- to keep customers informed
Who would not be considered a customer in the Customer Service Charter?
Arrested persons and suspects of crimes.
What are some ways to build rapport?
- Asking introductory questions
- finding common ground
- learning more without getting personal
What should be your customer service goal?
To provide a service where:
You assist a customer to meet their needs to the best of your abilities, within the context of the situation.
Your mindset focus should be on your customer service goal, this will be reliant on your knowledge of:
- policies and regulations
- who does what in your organisation
- you’re communication and problem solving skills
What are 3 negative outcomes of conflict?
- diverts from the real task
- destroys morale
- irresponsible behaviour
- creates suspicion and distrust
- increases differences in groups
- obstructs cooperation
State 3 constructive or positive outcomes of conflict:
- promotion of team building skills
- critical thinking
- new ideas
- alternative resolutions
Name three obvious signs of conflict:
- arguing
- shouting
- threats
- physical or verbal abuse
- taking people to court
- slamming doors
What are three less obvious signs of conflict?
- avoidance
- deception
- logical argument
- not cooperating
- undermining
- snide comments
What are the three intra-personal ways to respond to conflict?
- Aggressive
- Assertive
- Passive
When responding to conflict, which of the 3 intra-personal behavioural responses should be the goal?
Assertive behaviour response
What are some of the traits of an aggressive behavioural response to conflict?
- 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
An assertive behavioural response to conflict involves:
- standing up for your own rights and the rights of others
- expressing needs, ideas and feelings
- relating to others in the conflict
A passive behavioural response to conflict means a person:
- 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
What are the common roles used to manage or resolve conflict?
- Mediator
- negotiator
- facilitator
- conflict manager
What is the role of a mediator in a conflict?
- To act as a nurtured 3rd party
- leading both sides to listen to each other
- encouraging both sides to come to an agreement
How can the role of a negotiator help to resolve conflict?
- by using a back and forth problem solving approach
- listening to both sides solution
- may involve encouraging undesirable compromises
What is the role of a facilitator when trying to resolve a conflict?
- using their knowledge of different persons or agencies relevant to the conflict and referring each party to them.
How can the role of a conflict manager help resolve conflict?
- 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
What are the categories of people who are legally defined as ‘vulnerable’ in NSW?
- the intellectually impaired
- the physically impaired
- those who are Aboriginal or Torres Straight Islanders
- those who are of a non-English speaking background
What are three characteristics of vulnerability?
- 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
When managing with those considered as legally vulnerable in custody, a police officer should:
Assist them to exercise their rights.
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:
Socially vulnerable.
The population groups considered socially vulnerable include:
- The LGBTIQA community
- the homeless
- the elderly
- women
