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Session One Communication Flashcards

1
Q

What are the Roles, Missions and Functions of Police? – S. 6 Police Act

A

Keep the peace by:

  • Protecting life and property.
  • Providing Social services.
  • Upholding the law.
  • Maintaining order.
  • Preventing and detecting crime.
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2
Q

NSWPF Code of Conduct & Ethics
An employee of the NSW Police Force must:

  1. Behave____________________________________________
  2. Act ________________________________________________
  3. Know _______________________________________________
  4. Treat ________________________________________________
  5. Comply ______________________________________________
  6. Comply ______________________________________________
  7. Take ___________________________________________________
  8. Only _________________________________________________
  9. Not ____________________________________________________
  10. Report ______________________________________________
A
  1. Behave honestly and in a way that upholds the values and the good reputation of the NSW Police Force whether on or off duty
  2. Act with care and diligence when on duty
  3. Know and comply with all policies, procedures and guidelines that relate to their duties
  4. Treat everyone with respect, courtesy and fairness
  5. Comply with any lawful and reasonable direction given by someone in the NSW Police Force who has authority to give the direction
  6. Comply with the law whether on or off duty
  7. Take reasonable steps to avoid conflicts of interest, report those that can not be avoided, and co-operate in their management
  8. Only access, use and/or disclose confidential information if required by their duties and allowed by NSW Police Force policy
  9. Not make improper use of their position or NSW Police Force information or resources
  10. Report misconduct of other NSW Police Force employees.
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3
Q 
The NSWPF Statement of Values
Police Act (1990), Section 7
  • Places ____________________________________________
  • Upholds __________________________________________
  • Preserves _________________________________________
  • Seeks ____________________________________________
  • Strives ___________________________________________
  • Capitalises ________________________________________
  • Makes ___________________________________________
  • Ensures __________________________________________
A

Section 7 of the Police Act 1990 Each member of the NSW Police Force is to act in a manner which:

(a) places integrity above all,
(b) upholds the rule of law,
(c) preserves the rights and freedoms of individuals,
(d) seeks to improve the quality of life by community involvement in policing,
(e) strives for citizen and police personal satisfaction,
(f) capitalises on the wealth of human resources,
(g) makes efficient and economical use of public resources, and
(h) ensures that authority is exercised responsibly

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4
Q

Where does the Oath of Office come from?

A

Police Regulation 2015 (NSW), Clause 7

7 Oath or affirmation of office for police officers

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5
Q

What are 5 Human Rights never justifiably breached by police?

A

(TARPA)

  1. Cannot torture and/or cruel and degrading treatment or punishment.
  2. Cannot place someone under arbitrary arrest and/or detention.
  3. Right to a fair trial.
  4. Presumption of innocence.
  5. Ban on arbitrary interference with privacy, family, correspondence, honour or reputation.
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6
Q

Common law rights and how they underpin actions and decisions of police:

A
  • Common Law (is judge made law, like cases- have like punishments).
  • Common law rights (treat everyone fairly without bias).
  • Guides all our policies and procedures.
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7
Q

Police powers and human rights-

A

Police powers are given to them by treaties, statutes and legal precedent.

Police have the power to breach some human rights given they have justification.

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8
Q

Police can justify breaching human rights of others when?

A

Deadly Force – violation of the right to life (Article 3).

Arrest – violation of the right to liberty (Article 9).

Surveillance and Searching - violation of the right to privacy (Article 12).

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9
Q

The definition of ‘Culture’ is?

A
  • Shared beliefs, values and behaviour.
  • As a result of their race, religion or even something as simple as their job type.
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10
Q

What is social inequality?

A

Social inequality is where one individual, group or community has access to a wider range of opportunities or possible outcomes within society than another.

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11
Q

What are the processes in place to ensure police keep the peace without bias?

A

Policies procedures and legislation to keeping the peace. Training in regard to critical thinking encourages police to become aware of their own culture and there own biases.

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12
Q

What is ‘Discretion’?

A

Acting according to your own judgement where your authority leaves you free to do so. Enabled by Original Authority and Statute Law.

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13
Q

What is Appropriate Discretion?

A

(HABIT)

H – Have consistency.

A – Act in good faith.

B – Base your decision on rationality (not emotion).

I – Ignore irrelevant factors.

T – Take account only of relevant factors.

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14
Q

What is Inappropriate Discretion?

A
  • Ignores relevant facts.
  • Takes account of irrelevant facts.
  • Is applied inconsistently (subjectivity as its basis).
  • Is based on irrationality, emotion or how you’re feeling.
  • Is applied in bad faith.
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15
Q

Lawful sources of Police Discretion:

A

Sources of police Discretion:

  • Original Authority of the Constable. (Common Law)
  • Statute Law
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16
Q

Reasons for Police Discretion:

A
  • Community as a whole does not always want the law enforced.
  • Uphold the spirit rather than the letter of the law.
  • Law breaker’s intent is not always deliberate, ‐ malicious or evil.
  • Laws cannot conceive of every situation and still remain workable.
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17
Q

Link between discretion and the rule of law:

A

Remains consistent no matter who has committed the offence because no one is above the law.

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18
Q

How does Communication work (model):

A
  • Sender Encodes.
  • Barriers.
  • Receiver decodes.
  • Feedback.
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19
Q

What are communication barriers:

A
  • Organisational
  • Physical
  • Cultural
  • Linguistic
  • Interpersonal
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20
Q

Strategies to overcome communication barriers:

A
  • Speak clearly.
  • To the point.
  • Use diagrams, hand gestures.
  • Translators.
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21
Q

Why do police need to be effective communicators?

A
  • To get their point across.
  • So people listen to police and obey the given to them directions.
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22
Q

What does it mean to communicate?

A

To send or receive information.

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23
Q

How do we communicate?

A
  • Verbal - Face to face, telephone
  • Non-verbal communication - Body language, gestures, how we dress or act.
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24
Q

What is and why is feedback important?

A
  • Feedback is acknowledging the message has been received - e.g. nodding head, agreeing, repeating statements.
  • It is important, as it confirms that the message has been received and understood correctly.
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25
Q

Benefits of Improved Customer Service:

A
  • Increased public confidence in the NSWPF.
  • Lower complaint rates and lower costs associated with complaint management.
  • Greater recognition of staff.
  • More efficient court proceedings and a positive impact on crime rates.
  • Increase the willingness of victims of crime to seek assistance from police
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26
Q

What’s the police radio used for?

A
  • CNI checks- Central name Index.
  • Status updates.
  • Reports.
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27
Q

Police Radio use theory:

A
  • Turn it on - Everything is recorded.
  • It is not a mobile phone.
  • Talk clearly and concisely.
  • Keep transmissions short.
  • Build short brakes into long transmissions.
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28
Q

Police radio- Common Procedures 1:

A
  • Call off or on re: jobs.
  • Stand buy: everyone to wait and not transmit unless urgent.
  • Copy: acknowledge.
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29
Q

Police Radio- Common Procedures 2:

A
  • Signal 1: life of officer in danger.
  • Urgent: Immediate attention from VKG and assistance required.
  • Radio secure: Only meant for police ears.
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30
Q

List of Police Radio checks:

A
  • CNI: Central Name Index (check on person).
  • Warrant check: check if they have warrants.
  • Licence check.
  • ILS: Integrated licensing system: firearms or security.
  • Vehicle: transport: Rego check.
  • Location enquiry: location of address.
  • Radio check.
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31
Q

how to conducting a name CNI check:

A
  • Call sign and ask for acknowledgement.
  • Ask for CNI/person/warrant check.
  • Wait for go ahead.
  • Surname then spell phonetically.
  • Say first name spell phonetically.
  • Give date of birth 02 01 1993.
  • If you have address give address.
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32
Q

How to conduct a Vehicle check with VKG:

A
  • Call sign.
  • Ask for check.
  • Wait for go ahead.
  • Give rego details phonetically.
  • Give state rego.
  • Brief description of vehicle.
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33
Q

When conducting a Location check:

A
  • Call sign.
  • Ask for location check.
  • Wait for go ahead.
  • Give address.
  • Street name phonetically.
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34
Q

What is and what can people report on the PAL (Police Assistance Line):

A

Public can report to this line:

  • Break and enter.
  • Fail to pay for fuel.
  • Motor vehicle/vessel theft.
  • Stealing.
  • Malicious damage.
  • Minor traffic crashes.
  • Lost property.
  • Taxi fare evasion.
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35
Q

When answering a telephone, you answer:

A
  • Professionally
  • With courtesy.
  • Promptly.
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36
Q

What is ‘Assertiveness’?

A

The quality of being self-assured and confident without being aggressive. It shows you are in control of the situation.

  • Exercising your own personal rights while respecting the rights of others.
  • Its getting what you want while helping others get what they want.
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37
Q

What are four Characteristics of assertiveness?

A
  1. They are open They engage in frank expressions of their feelings.
  2. They are not anxious They readily volunteer opinions and beliefs, deal directly with stressful interpersonal communication situations, and question others without fear.
  3. They are contentious They stand up and argue for their rights, even if this entails unpleasantness with others.
  4. They are not intimidated They hold fast to their beliefs, and are not easily persuaded.
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38
Q

What are the ‘4 Assertiveness Rules’?

A

(HERB)

H – Be Honest.

E – Negotiate on Equal terms.

R – Relevant facts only.

B – Stick to your Bottom line:

  • Honest.
  • Professional.
  • Build Rapport.
  • Listen.
  • Be Clear.
  • Explain Powers.
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39
Q

What are the (communication) strategies for being assertive?

A
  • Speak clearly.
  • Speak confidently.
  • Direct.
  • Speak with fact and without judgement.
  • Listen to what they say.
  • Tone of your voice.
  • Speak normally.
  • Make sure body language matches tone and volume.
  • Maintain eye contact and relax.
  • State your position clearly
  • Do not exaggerate
  • Focus on fact, not judgements
  • Avoid exaggerated words.
  • Practice in many situations.
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40
Q

What is ‘Passive’ and ‘Submissive’?

A
  • Passive = Accepting or following what others do.
  • Submissive = Quiet ready to conform.
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41
Q

What is ‘Aggressive’?

A
  • Using forceful actions to achieve goals.
  • Little or no respect and regard for others. -
  • Reactive and emotional responses.
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42
Q

What is a Conflict of Interest?

A

Conflicts of interest occur when the private interests of a NSW Police Force employee:

  • interferes with or influences, OR
  • appears to interfere with or influence their official duties and responsibilities
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43
Q

What are 3 types of Conflict Of Interest?

A
  • Actual This is where a conflict exists between your official duties or responsibilities and your private interests
  • Perceived Where it could be seen by others that your private interests could improperly interfere with or influence you in the performance of your official duties or responsibilities, whether or not this is in fact the case.
  • Potential Where your private interests could interfere with or influence your official duties or responsibilities in the future.
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44
Q

What are 3 Broad Areas of Concern when it comes to Conflict of Interest?

A
  1. Secondary Employment
    - Employment outside of the NSWPF.
  2. Declarable Associations
    - When an individual is associated with a person/group/organisation that is involved in (or perceived) an activity that is incompatible with the NSWPF.
  3. Interpersonal Relationships
    - The space that should be kept between the professional and personal relationship of two people.
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45
Q

Managing Conflict (ASSCA):

A

A – Ask: make them aware what is required by asking/requesting that they do something.

S – Set context: always related to law, policy and procedure – bottom line and your powers.

S – Set options: what do they have to lose? Negotiate with something important to them.

C – Confirmation: find out if there is anything you can say to help them comply.

A – Action: relates to your goal and must be taken according to law, policy and procedure.

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46
Q

Misread Conflict:

A
  • Mock aggression – the language a person uses may imply aggression but is not intended.
  • Testing behaviour – people may seek to test out or resolve.
  • Un-channelled anger – someone is feeling angry but not at you.
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47
Q

What is the difference between listening and hearing?

A
  • Listening is comprehending and understanding.
  • Hearing is hearing but not comprehending.
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48
Q

Factors that influence Effective listening:

A
  • Talking while listening.
  • Interest in the topic.
  • State of mind (intoxicated tired).
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49
Q

What are the 4 types of listening:

A
  • Non- listening.
  • Marginal listening.
  • Evaluative listening.
  • Active listening.
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50
Q

What is Active listening?

A
  • Listening with intent to understand.
  • understand the content and context of the message delivered
  • Aiming for complete understanding of point of view.
  • They understand that the message is not relayed by words alone, but that other factors, which determine the full message being transmitted
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51
Q

What is Marginal Listening?

A

Hear words and sounds but do not compute what is heard into message format

They make little effort either to clarify information provided or to seek out further information

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52
Q

What is Evaluative listening?

A
  • listen to the message but fail to capture the feeling behind the words
  • They concentrate, but at the same time focus on making a rebuttal to the speaker’s message
  • They are quite logical and emotionally detached and have a tendency to ignore verbal clues, that would help clarify the speaker’s message
  • They regularly interject with sound argument relative to the message, and this constant interruption eliminates the likelihood of any empathy being developed
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53
Q

What are the Barriers of effective listening?

A
  • Distractions.
  • Emotions.
  • Noise.
  • Lack of interest.
54
Q

What are Non-verbal communications that show you are listening:

A
  • Facial expressions to show you understand.
  • Head nods.
55
Q

Why is it important to Build rapport and show empathy?

A

People are more willing to engage if you show them you are actively listening, by building rapport and showing empathy.

56
Q

Consequences of not actively listening:

A
  • Some police may eventually become de-sensitised to situations, and so not actively listen.
  • Own thoughts might cloud their judgement.
57
Q

What are some (5) Non verbal body language/communication:

A
  • Posture.
  • Appearance.
  • Head movements.
  • Hand movements.
  • Eye movements.
  • Facial expression.
  • Body contact.
  • Closeness.
  • Sounds (laughing).
  • Ways of talking (pauses, stress on words).
58
Q

When to use Spoken communication:

A
  • Depends on audience and circumstances.
  • Depends on your role in situation.
59
Q

When do police communicate:

A
  • Radio.
  • Telephone.
  • Interpersonal.
  • Across the counter.
  • General duties.
  • With colleagues.
  • In court.
  • Internal communication (chain of command).
60
Q

S. 5 VRSA 2013 – Meaning of a victim of crime:

A
  • Person who suffers harm as a direct result of an act committed, or apparently committed, by another person.
  • A result of such an act Actual physical bodily harm or psychological or psychiatric harm, or the person’s property is deliberately taken, destroyed or damaged.
  • If a person dies a member of the immediate family is also a victim of crime.
  • Immediate family may nominate a family member to be a representative for the charter of victims rights.
61
Q

‘Vulnerable’ defines somebody as being:

A
  • Defenceless in front of potential risks.
  • Capable of being physically or emotionally wounded.
  • Open to attack or damage.
  • Assailable.
62
Q

‘At risk’ A state or condition marked by:

A
  • A high level of risk or susceptibility.
  • Being exposed to harm.
  • Particular threats or danger in general. - Will often be external factors coming from society or a person’s physical environment.
63
Q

What do victims of crime expect from police?

A
  • Informed of the process.
  • Services you can access and how to access them.
  • Treated with respect and fairness.
  • Victims card.
  • Contact details of police.
  • Treated with empathy.
  • Comply with the Charter of Victims Rights
  • Comply with the NSW Police Force Customer Service Charter;
  • Be victim focussed;
  • Use interpreters and support persons where necessary;
64
Q

What are key action for Victim/Witness Follow up?

A
  • Ensure victims receive an event number and a victim’s card
  • Ensure victim follow-up within seven days
  • Ensure that when matters become cases, you continue to keep the victims and witnesses informed of developments during the investigation and in the lead-up to the court date (at least every 28 days). -Comply with the Charter of Victim’s rights
65
Q

Customer Service Charter Guidelines (PITA): Sets out the way in which victims of crime should be treated. It applies to all gov agencies, non gov agencies and private contractors funded by the State.

A

P – Professional and helpful:

  • Listen to and acknowledge needs.
  • Treat fairly and with respect.
  • Maintain confidentiality.
  • Show care and be accurate.
  • Take ownership of matter.

I – Informed through the whole process:

  • Event no. and police contact details.
  • Victim: explain rights, regular updates.
  • Witness: offer to provide follow-up info.
  • Communicate with communities re: issues relating to them.

T – Take appropriate action:

  • Provide info re: timeliness when attending scene.
  • Explain process of the matter
  • Investigate the matter and advise on the outcome.
  • Attempt to resolve the matter at first point of contact.
  • Tell and justify when no further action is taken.

A – Accessible to everyone in the community:

  • 24/7 assistance.
  • Through PAL, provide info on nearest police station.
  • Give priority to emergency and allocate priority to jobs.
  • Be accessible to everyone (without discrimination).
66
Q

In relation to victims of crime Police should adhere to:

A

The charter of victims rights and the 9 minimum standards.

67
Q

‘Primary victim’:

A

Actual victim of crime.

Someone who has suffered physical harm, emotional trauma and/or financial loss because of criminal activity or emergency

68
Q

What is a secondary victim of crime?

A

•Someone who has witnessed a crime or is connected to a victim of crime, and might be adversely affected by the experience.

69
Q

The NSW Police Force 9 minimum service standards for victims:

A

Police will: (REIL EPICK)

  • Right to make a Victim Impact Statement.
  • Explain how they will deal with their matter.
  • Information about support services.
  • Look after any of your property that is needed as evidence.
  • Encourage you to make contact with them if you need or have any further information.
  • Provide a Victims Card.
  • Information about being a witness.
  • Consider your safety and protection in any applications for bail.
  • Keep you informed throughout the investigation unless information puts the investigation in jeopardy, in which case, police will tell you that this is the reason why they cannot release some information.
70
Q

What is meant by the term stereotyping ?

A

A stereotype is a preconceived notion, especially about a group of people.

Many stereotypes are racist, sexist, or homophobic.

71
Q

What is meant by the term prejudice?

A

Prejudice is a preconceived opinion that is not based on reason or actual experience

72
Q

Negative effects of stereotyping on communication:

A

It inhibits our ability to have an open mind about what we are hearing or seeing. May result in misinterpreting or missing important information.

73
Q

4 documents related to ethical policing (COMS):

A
  • Code of conduct and ethics.
  • Oath of office.
  • Mission and functions of the NSW police force.
  • Statement of values.
74
Q

When communicating with a CALD (Cultural and Linguistically Diverse) what is good Communication Behaviour:

A
  • Don’t shout.
  • Be direct.
  • Give any instructions in a clear, logical sequence.
  • Use relevant vocabulary.
  • If you don’t understand something, ASK!.
  • Use any form of communication you can.
  • Be culturally aware.
  • Make sure you are understood.
  • Avoid jokes which leave out the client.
75
Q

Ethnicity Base Descriptors (8) of them:

A
  • Aboriginal/Torres Strait Islander appearance.
  • African appearance.
  • Asian appearance.
  • Caucasian appearance.
  • Sub-continental appearance.
  • Mediterranean/Middle-eastern appearance.
  • Pacific Islander/Maori appearance.
  • South American appearance.
76
Q

Aboriginal Strategy Direction:

A

We will acknowledge Aboriginal and Torres Strait Islander history, culture and traditions where possible and in the workplace.

77
Q

What is Discrimination:

A

When someone is treated unfairly because they happen to belong to a particular group of people or have a particular characteristic.

78
Q

What is Vilification:

A

• Any public act that could incite others to:

– hate or,

– have serious contempt for or,

– have severe ridicule of

• A person or group based on their:

– actual or perceived race or,

– sexual orientation.

79
Q

What are the 3 influences in police relationships with youth:

A
  • Constriction of social space (area youth can congregate).
  • Social background (employment, money).
  • Political and occupational pressure on police (Pressure on police to bring youth offenders to justice).
80
Q

How to communicate with young people:

A
  • Communicate directly with the young person.
  • Make a connection with the young person.
  • Employ an attitude of conciliation.
  • Display due respect for the rights of young people.
  • Cooperate with other agencies.
  • Utilize those with special training, for example, Youth Liaison Officers (YLO).
  • Employ a problem-solving approach.
81
Q

Death Messages- What are the challenges of delivering messages:

A
  • Separating empathy v sympathy.
  • Inexperience.
  • Knowing what to say.
  • Who is going to deliver the message.
82
Q

Define Empathy:

A

Understanding another person’s views and feelings while maintaining your own perspectives.

83
Q

Define Sympathy:

A

Adopting another person’s feelings and emotions as your own.

84
Q

What are some Communication Barriers:

A
  • Emotional.
  • Cultural.
  • Language.
85
Q

Death Messages -What are the Considerations:

A
  • Planning what you are going to say.
  • Who is going to deliver the message.
  • Does anyone know the people the message is for.
  • Accuracy of the message (check the facts).
  • Approach premises quietly.
  • Body language.
  • Tone of voice.
  • Privacy of people involved.
  • Comfort of the people involved.
  • Others that may be on the premises.
  • Honesty to the point.
86
Q

What police should avoid when delivering Messages (Death messages etc):

A
  • Being sympathetic (unless it has happened to you also).
  • Delivering the message in public.
  • Using terms fatally INJURED / mortally WOUNDED.
  • Details of the persons death.
87
Q

What are Key Actions with Dealing with Difficult Customers

A
  • Always remain calm, polite and professional
  • Listen to and acknowledge customer enquiries
  • Tell the customer when no further action can be taken and why
88
Q

What do you do with dealing with telephone and message enquiries

A
  • Ensure victims receive an event number, where appropriate
  • Ensure messages are followed up
  • Use interpreter services and the TTY (text telephone) number, where appropriate
  • Try to resolve the customer’s matter at the first point of contact
89
Q

What are Advantages of assertiveness

A
  • offers people non-threatening techniques to present their views
  • can greatly assist the process of conflict management
  • helps everyone to know where they stand
  • makes it clear that the communicator is prepared to work towards resolving conflict
90
Q

A conflict of interest can: (Provide examples)

A
  • involve gaining a personal advantage as well as avoiding or minimising personal disadvantage
  • may allow you to avoid a loss, expense, or something else that has a negative impact on your personal or private interests.
  • Where a conflict of interest arises you are required to put the public interest before your private interests, whether on or off duty
91
Q

What are the two types of corruption?

A

Process and Noble

92
Q

What is Process corruption?

A

-Process corruption is generally motivated by some form of personal gain -Doing the wrong thing for the wrong reason.

Where the processes of the organisation are interfered with during the administration of justice e.g. planting evidence, perjury, verballing, denials of basic rights, tampering, taxing, under/over-stating evidence, assault during arrest etc.

93
Q

What is Noble corruption?

A
  • Noble cause corruption is where a corrupt act is undertaken without thought of personal gain but to get the job done.
  • Doing the wrong thing but apparently for the right reason.
94
Q

What can couse curruption

A
  • Cynicism
  • Moral ambiguity of policing methods
  • Moral corrosiveness of the job
  • Conflicts of interest
  • Groupthink
  • Slippery slope argument
95
Q

What are five charter of Victims Rights? (out of 18)

A
  1. Courtesy, compassion and respect
  2. Information about services and remedies
  3. Access to services
  4. Information about investigation of the crime
  5. Information about prosecution of accused
  6. Information about trial process and role as witness
  7. Protection from contact with accused
  8. Protection of identity of victim
  9. Attendance at preliminary hearings
  10. Return of property of victim held by State
  11. Protection from accused
  12. Information about special bail conditions
  13. Information about outcome of bail application
  14. Victim impact statement
  15. Information about impending release, escape or eligibility for absence from custody
  16. Submissions on parole and eligibility for absence from custody of serious offenders
  17. Compensation for victims of personal violence
  18. Information about complaint procedure where Charter is breached
96
Q

What is meant by the four terms of procedural justice?

A
  • Neutrality which involves police making impartial decisions based on facts, legal rules and principles, as opposed to personal opinion or biases. Perceptions of neutrality can be facilitated by police through transparency or openness about the decision-making process.
  • Respect which involves dignified and respectful treatment of citizens during police-citizen encounters.
  • Trustworthiness involves police demonstrating that they act on behalf of the best interests of the people they deal with.
  • Voice which involves providing citizens with the opportunity to express their own point of view in conflicts or other interactions with police.
97
Q

What is meant by the term police legitimacy?

A

Police legitimacy is traditionally conceptualised as reflecting four judgements:

  • Obligation to obey When police are perceived as legitimate, people feel that they ought to defer to their decisions and rules, cooperate with them and follow them voluntarily out of obligation, rather than out of fear of sanctions or anticipation of reward.
  • Trust and confidence in the police This is the belief that the police perform their job well, that they are honest.
  • Moral alignment Moral alignment is a core component of legitimacy. It is the belief that the police and the public hold similar beliefs about what constitutes law-abiding behaviour. In addition to trust in police and an obligation to obey, legitimacy represents a sense of shared purpose between the police and the public. This is important for cooperation and compliance.
  • Ethical exercise of authority For the police to be viewed as legitimate, they also need to be seen by the public to be acting in an ethical manner and exercising their authority according to established norms—legality. In other words, police need to follow their own rules.
98
Q

Why is police legitimacy so important for policing?

A

Compliance with police during police-citizen encounters and long-term compliance with the law

Cooperation effective policing requires the ongoing support and voluntary cooperation of the public police are not omnipresent and their ability to detect and deal with social disorder and crime is dependent on citizens’ willingness to assist and cooperate with the police by reporting crimes and passing on information Responsibility the way officers behave encourages greater respect for the law and foster social responsibility (Source: Tyler and Fagan, 2008).

99
Q

What is the difference between inter and intra communication

A

Inter

Communication between at least two people through verbal and non-verbal communication, interpersonal communication and involves the exchange and sharing of ideas and information, it is face to face communication.

Intra

Where communication only involves yourself thinking and analysing using your own internal senses is intra personal communication

100
Q

How would policing be without discretion?

A
  • The police officers would be obliged to stop and take action
  • They would have to pursue each incident according to law only, with no other outcome available
  • They would not have the ability to prioritise incidents according to their seriousness
  • The court and legal process systems would be overloaded
101
Q

To deal with conflicts of interest effectively you must be able to:

(5 things)

A
  1. identify the conflict
  2. avoid the conflict (where practical)
  3. report the conflict
  4. cooperate in the management of the conflict
  5. monitor the conflict until it is resolved with your supervisor
102
Q

The mission of the NSW Police Force is to work with the community _________________, _______ and _____.

The NSW Police Force has the following functions—

to provide _______________ for New South Wales,t o exercise any other function conferred on it by or under this or any other Act, to do anything necessary for, or incidental to, the exercise of its functions.

What Act and Section relate to the Mission and functions of the NSW Police Force?

_________________________________________________________

A

The mission of the NSW Police Force is to work with the community to reduce violence, crime and fear.

The NSW Police Force has the following functions—

to provide police services for New South Wales, to exercise any other function conferred on it by or under this or any other Act, to do anything necessary for, or incidental to, the exercise of its functions.

What Act and Section relate to the Mission & Functions of the NSWPF?

Police Act 1990, Section 6

103
Q

What are the key elements of assertiveness?

A
  • The following are strategies that you can choose to work through when being assertive:
  • First, establish your bottom line. Once you have established the bottom line … stick to it! Don’t be bullied or pushed from it. Repeat it as often as necessary to establish your point
  • Ignore what is irrelevant. This includes insults, temper tantrums and emotional blackmail. Keep reminding yourself to come back to your bottom line
  • Use the three part assertion message to outline the problem, state your feelings and reasons for those feelings
  • Offer options. Most people like to feel that they have a choice
  • Make it easy for the other person to say yes to your preferred choice.
104
Q

What are the Core Skills for Communicating with vulnerable people:

A
  • Be Patient - Encourage the to take their time reading document or writing something down
  • Build rapport - Engage and build trust with the person
  • Show respect - Work within their boundaries of religion, sexuallity etc..
  • Display empathy - Try and imaging yourself in their shoes, see things from their perspective
  • Actively listen - Consider more than just the words they are saying, look for tone, feelling, actions
105
Q

What are the 4 decision making traps when using STOPAR?

A
  • Confidence bias - do not let over confidence influence the decision making process
  • Hindsight bias - trying to apportion blame onto someone or something before actually sorting out the situation
  • Anchoring bias - making decisions without gathering all the information, seeing only what they want to see
  • Escalation of commitment - not being able to see that the plan that they have come up with is not going to work and persist in implementing it
106
Q

What is cultural competency?

A

Having the knowledge and skills required to effectively and appropriately operate within a culturally diverse environment.

107
Q

What does the RESPONSE Mnemonic stand for?

  • R_________________
  • E_________________
  • S_________________
  • P_________________
  • O_________________
  • N_________________
  • S_________________
  • E_________________
A

What does the RESPONSE Mnemonic stand for?

  • Respect
  • Empathy
  • Supportiveness
  • Positiveness
  • Openness
  • Non - judgmental attitude
  • Straightforward talk
  • Equals (speak as equals)
108
Q

The 7 Characteristics of Assertive People:

A
  1. Assertive people know what respect really is. The ability to give value to something/someone and treat it/them with consideration. People who are assertive understand that there is value in all human beings and their endeavours.
  2. They understand, accept and value themselves. Assertive people are self-confident, but without feeling superior. They are humble and understand people are human.
  3. They relate sincerely to others. Relationships are built on trust and honesty. They look to avoid behaviour that creates unease.
  4. They have self-control and emotional stability. Because they can control their emotions, their attitude is calm and controlled. They still feel anger and pain, but have learned that if not controlled these feelings can cause improper expression of feelings.
  5. They cultivate their ability to communicate. Many problems stem from miscommunication, however many problems are resolved through communication. Assertive people are able to express simply, clearly and truthfully what they are feeling, but they are also able to actively listen.
  6. Assertive people know how to set limits. They know when enough is enough. They understand everything has a limit and there are situations that demand a clear limit. Assertive people can say ‘no’ without creating conflict.
  7. They are emotionally independent. Assertive people can accept and tolerate rejection or indifference form others. They do not seek or require approval from others, like most people it is nice to be acknowledged by others, but if this is not forthcoming they do not act against their own conscience.
109
Q

What are some other benefits of using active listening skills to show that you are attentively listening when communicating with people?

A
  • Respect - when you listen with full attention, you are communicating respect. By offering speakers respect, you gain their respect.
  • Information exchange - attentive listening helps you learn more about other people. Knowing more about people is helpful in your professional life, as well as your personal life. Imagine the benefits when you understand your boss, colleagues, customers, spouse, friends, and family members better.
  • Better relationships - listening creates a feeling of goodwill in intimate and professional relationships. Improve your relationships by listening non-judgmentally to the concerns and problems of others. The more you listen without judgement, the more freedom speakers have to find their own solutions to problems.
  • Greater clarity - careful listening helps avoid confusion, misunderstandings and conflicts that are common in conversations. Careful listening offers an opportunity to circumvent the usual arguments and conversation traps.
110
Q

Fill in the blank: What are the 4 risk factors associated with young people who commit crime?

A
  • Family
  • School
  • Community
  • Individual/Personal
111
Q

What are the 4 components of procedural justice?

A
  • Neutrality
  • Respect
  • Trustworthiness
  • Voice
112
Q

There are a number of different roles/sections that can assist youth that offend and become victims. Name 3.

A

PCYC (Police and Community Youth Clubs)

YLO (Youth Liaison Officer)

SYO (Specialist Youth Officer)

SLO (School Liaison Offier)

ACLO (Aboriginal Community Liaison Officer)

MCLO (Multicultural Liaison Officer)

113
Q

List the missing Assertiveness Strategies

  • Establish your bottom line
  • Repeat _________________________________
  • Ignore _________________________________
  • Use the three part assertion message to outline the problem, state your feelings and reasons for those feelings
  • Offer _____________________
  • Make it easy for the other person to say yes to your preferred choice
A
  • Establish your bottom line
  • Repeat it as often as necessary to establish your point
  • Ignore what is irrelevant
  • Use the three part assertion message to outline the problem, state your feelings and reasons for those feelings
  • Offer options
  • Make it easy for the other person to say yes to your preferred choice
114
Q

What does it mean to communicate and why do police need to be effective communicators?

A
  • Communication involves the transfer of information, ideas and feelings from a sender to a receiver(s). Messages are encoded by the sender and decoded by the receiver.
  • Police convey information and seek information for all walks of life it is a required skill to communicate to be affective as police member.
115
Q

How would you go about negotiating on equal terms?

A
  • Be polite
  • Be professional
  • Build rapport
  • Listen to what they have to say
  • Be clear about what it is you require them to do
  • Explain your powers
116
Q

What are the victems of crime?

A

Primary victim – someone who has suffered physical harm, emotional trauma and/or personal or property loss from criminal activity or emergency.

Secondary victim – someone who has witnessed a crime or is connected to those who are victims, and might be adversely affected by the experience.

117
Q

Are suspected persons, or those under arrest, considered customers as per the NSW Police Force Customer Service Policy, Charter and Guidelines?

A

No they are handled under LEPRA Part 9

118
Q

From a policing perspective, who are the New South Wales Police Force’s customers?

A
  • Members of the public, victims of crime, witnesses of crime and internal and external agencies that police deal with.
  • people arrested or suspected of committing a crime subject to LEPRA (Law Enforcement

Powers and Responsibilities Act 2002).

119
Q

With discretion

  • Police officers have the ability to make an appropriate decision, based on relevant facts, to achieve an outcome which:
  • _____________
  • _____________
  • _____________
A

With discretion

  • Police officers have the ability to make an appropriate decision, based on relevant facts, to achieve an outcome which:
  • favours the community
  • allows them to focus on more serious offences or incidents
  • reduces the burden on the criminal justice system
120
Q

Police must treat all information which comes to his or her knowledge in his or her official capacity as strictly confidential under what regulation and section?

A

Police Regulation (NSW) 2015, Clause 76

Confidential Information

121
Q

Unauthorised access, use or disclosure of confidential information may be a criminal offence and/or result in? Name three

A
  • managerial action
  • Jeopardising an investigation
  • Risking the safety of your colleagues and members of the public
  • Losing the trust of your colleagues and the community
  • Risking your job or your career prospects
  • Being charged criminally/convicted.
122
Q

What are the five groups of people that are at risk of coming under police notice in a public space?

A
  • Young persons
  • Intoxicated or drug affected
  • Indigenous population
  • Metal health
  • Demonstrators
123
Q

Before a person commences to exercise any of the functions of a recognised law enforcement officer, the person must take the oath or make the affirmation of office as a recognised law enforcement officer in accordance with the regulations.

Under what act and section?

A

Police Act 1990

207D Oath or affirmation by recognised law enforcement officers

124
Q

Where do you find your legal obligation to report misconduct

A

Section 211F in the Police Act 1990

125
Q

What is the SELF test?

A
  • Scrutiny – Would your decision withstand scrutiny by the community and the NSWPF?
  • Ethical – Is your decision ethical and consistent with the Statement of Values, Oath of Office and the Code of Conduct and Ethics?
  • Lawful - Does your decision comply with all laws, regulations and policies?
  • Fair - Is your decision fair to your colleagues, community and family
126
Q

Conflict management roles -

What is a ‘mediator’?

A
  • Acts as third party outside of the conflict.
  • Gets both sides to abide by rules for sorting out the conflict.
  • Gets both sides to listen to the others side’s point of view.
  • Encourages both sides to reach an agreement or workable compromise.
127
Q

Conflict Management roles -

What is a ‘negotiator’?

A

• A person involved in a conflict who attempts to get his/her needs met through a course of action suited to their own ends, which may involve manipulating what power they have.

They may have to agree to compromises that are removed from their first choice outcome.

128
Q

Conflict Management roles -

What is a ‘facilitator’?

A
  • A person who has up to date knowledge of persons or agencies that can assist conflicting parties to resolve disputes.
  • Uses that knowledge to refer parties to these agencies.
129
Q

Conflict Management roles -

What is a ‘Law Enforcer’?

A

• After having listened to both parties views of a conflict, a Law Enforcer makes a ruling on the dispute, invoking a law to determine the outcome.

130
Q

Conflict Management Strategies of Police (FRAP):

A
  • Focus on the situation.
  • Respond and remain professional.
  • Access verbal and non verbal communication.
  • Paraphrase your understanding.

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