PPP113 - Communication

Question 1

Interpersonal Communication

Answer 1

Express our internal thoughts and feelings to others.

Question 2

Intrapersonal Communication

Answer 2

Express to ourselves

Question 3

Communication

Answer 3

The transfer of information from one person to another, which includes body language and other non verbal.

Question 4

Barriers to communication

Answer 4

• Judging
• Superiority
• Certainty
• Controlling
• Manipulation
• Indifference

Question 5

Non Verbal Communication

Answer 5

Body language
Eye Contact
Affirmative nods and facial expressions
Avoid distracting gestures

Question 6

Four types of listening

Answer 6

Non-listening
Marginal Listening
Evaluative Listening
Active Listening

Question 7

Verbal Skills to show you are listening

Answer 7

Attending
Paraphrasing
Reflection of feelings
Summarising
Association

Question 8

Empathy

Answer 8

The ability to understand another person pretty much as he understands himself.

Question 9

Disclosure

Answer 9

Sharing biographical data, personal ideas and feelings that are unknown to the person you are communicating with.

Question 10

4 things police must do for customer service

Answer 10

• Be accessible
• Be professional & helpful
• Take appropriate action
• Keep people informed