PIARF Behaviours

Question 1

Positives of active listening

Answer 1

• Attending - good eye contact, head nods, appropriate gestures/posture and facial expressions.
• voids unnecessary interruptions.
• Hears and acknowledges the emotion behind words.
• Provides feedback - paraphrases, mirror, repeats.

Question 2

Negatives of active listening

Answer 2

• Forms inferences, opinions or assumptions instead of listening to and establishing the facts.
• Regularly or inappropriately interrupts.
• Poor feedback.
• Struggles to comprehend and or verbally communicate effectively.

Question 3

Positives of assertiveness

Answer 3

• Focuses upon what is relevant.
• Establishes their goal and what is not negotiable.
• Sticks to their bottom line
• Treats others with appropriate respect.

Question 4

Positives of empathy

Answer 4

• Provides reassurance and support
• Effective use of eye contact, posture and facial expressions
• Good use of para-language - Tone, pitch, speed and volume
• Self-disclosure if appropriate

Question 5

Positives of Rapport

Answer 5

• Allowing others to have their say
• Displaying empathy and a sense of understanding
• Using self-disclosure if applicable
• Asking questions about the person they are interviewing.
• Making them feel comfortable with the officer.

Question 6

Negatives of rapport

Answer 6

• Making assumptions,
• Having a prejudice towards someone
• Not allowing someone to have their say
• Excessive use of threats

Question 7

Negatives of body language

Answer 7

• Standing over the victim while talking. It implies intimidation.
• Eye contact is good; a direct stare can be threatening.
• Pointing fingers or clenching fists.
• Inanimate objects between the victim and officer, acts as an unconscious barrier to communicate.