Lecture 2 Communication Skills Flashcards
Why is understanding communication so important?
Communication Skills are one of the core skills of policing, and they are central to the authorised professional practice of the College of Policing (2019).
What is the most important quote when communicating in the Police?
“It’s not what you say, it’s how you say it”
What are the barriers to communication?
- noice
- Unorganised thought
- Wrong interpretation
- Avoiding the listener
- Low pitch and tone
What is Dr Albert Mehrabian (1971) theory on communications?
7% words
38% tone of voice
55% body language
What is Emotional Intelligence?
Emotional intelligence is the ability to understand, express and manage your own emotions, develop and maintain good social relationships and think clearly and solve problems under pressure.
What is Betari’s box?
My attitude,
affects my behaviour,
which affects your attitude,
Which affects your behaviour.
What is assertive communication?
Assertive communication is about balancing your own needs with the needs of others. This will help you get the most out of communication with people because it is reciprocal and not one sided.
What is Transactional Analysis (Eric Berne, 1950)?
Verbal communication, particularly face to face, is at the centre of human social relationships and psychoanalysis. Berne starting-point was that when two people encounter each other, one of them will speak to the other. This he called the Transaction Stimulus. The reaction from the other person he called the Transaction Response. The person sending the Stimulus is called the Agent. The person who responds is called the Respondent.
Transactional Analysis became the method of examining the transaction wherein: ‘I do something to you, and you do something back’.
Berne also said that each person is made up of three alter ego states, define the three alter ego states?
Parent: This is our ingrained voice of authority, absorbed conditioning, learning and attitudes from when we were young. We were conditioned by our real parents, teachers, older people. Typically embodied by phrases and attitudes starting with ‘how to’, ‘under no circumstances’, ‘always’ and ‘never forget’, ‘don’t lie, cheat, steal’, etc, etc.
Adult: Our ‘Adult’ is our ability to think and determine action for ourselves, based on received data. The adult in us begins to form at around ten months old, and is the means by which we keep our Parent and Child under control.
Child: Our internal reaction and feelings to external events form the ‘Child’. This is the seeing, hearing, feeling, and emotional body of data within each of us. When anger or despair dominates reason, the Child is in control.
What are the four communication styles?
Style ‘A’ is the Driving Style
Style ‘B’ is the Expressive Style
Style ‘C’ is the Amiable Style
Style ‘D’ is the Analytical Style
What is the Driving style?
DrivingStyle
- Want to know the outcome of each option.
- Willing to accept risks, but want to move quickly
- Want to have the final say.
- May appear uncommunicative, independent and competitive.
- Tend to focus on efficiency or productivity rather than devoting relationships.
- Seldom see a need to share personal feelings.
- Results-oriented
- Seek control over their environment
What is the Expressive style?
Expressive Style
- Motivated by recognition and approval
- Often sharing their feelings and thoughts.
- Continually excited about the next big idea.
- Often don’t commit to specific plans
- Often do not see things through to completion.
- Enjoy taking risks.
- Seek quieter friends who are supportive of their dreams and ideas, often making relationships shallow or short-lived
What is the Amiable Style?
Amiable Style
- People-oriented
- Care more about close relationships than results
- Warm, friendly and cooperative.
- Move slowly with a low time discipline
- Minimise risk
- May make every effort to gain acceptance.
- Achieve objectives through understanding
- Amiables appear to cooperate initially but will likely lack commitment to the objectives and may later resist implementation
What is the Analytical Style?
AnalyticalStyle
- Deal with facts above all
- May appear uncommunicative and Cold
- Often work alone
- Strong time discipline
- Slow to make decisions
- Value accuracy, competency and logic
- Avoiding risk in favour of caution
- Initially more careful and reserved, but once trust is earned they can become dedicated and loyal.
