Strat Coms Exam

Question 1

What is active listening?

Answer 1

When you give CAREFUL and Thoughtful ATTENTION and responses to the MESSAGE you RECEIVE. In practicing active listening you Ensure that the Speaker feels HEARD and UNDERSTOOD.

Question 2

What is De-Escalation?:

Answer 2

The Process of helping your client Return from a HEIGHTENED State of EMOTION to a more NORMAL and Stable LEVEL of Functioning.

Question 3

What is Confirmation Bias:

Answer 3

When you SEEK OUT, Interpret, recall, or Favour INFORMATION in a way that CONFIRMS or Supports your PRE-EXISTING BELIEVES, ASSUMPTIONS , Preconceptions or Hypothesis.

Question 4

What is Empathy?

Answer 4

The Ability to PROJECT ONESELF into Another PERSON’S Point of VIEW so as to Experience the Other’s Thoughts and Feelings. (PUT YOURSELF IN THEIR SHOES).

Question 5

What are Professional Communication Characteristics? (Cop from video).

Answer 5

Are introduction/greeting, request or message, positive close, (tone, body language, eye contact, clean uniform), active listening, explain and embrace the why, address clients requests or concerns, and vocabulary.

Question 6

When dealing with someone who has mental health issues you should:

Answer 6

1) Be patient.
2) Use a firm but calm voice.
3) Determine if they understand you.
4) Explain.
5) Repeat yourself if necessary,
6) Refrain from stopping self-soothing, behaviours.
7) Physical contact may need to be limited.

Question 7

What is Sympathy?

Answer 7

It is when you feel COMPASION for another persons Predicament or Situation (Can’t relate because haven’t experienced before what they are going through)

Question 8

What is Apathy?

Answer 8

It’s a state of Indifference or the Feeling of Not Feeling.

Question 9

What is Debrief: (3 kinds).

Answer 9

Is a specific TECHNIQUE designed to ASSIST others with the PSYCHOLOGICAL or PHYSICAL SYMPTOMS that Comes from a Highly STRESSFUL EVENT.

Can be broken down into three kinds.
1. Informal: diffusing with a partner or a direct supervisor.
2. Formal: post major incident will go according to your branch policy. More official.
3. Re- establishing rapport (which takes place between you and your client and will ensure your next interaction with him or her begins on a positive note).

Question 10

What are Threat Cues?

Answer 10

AUDIBLE or VISUAL PERCEPTIONS, of a particular situation that should RAISE the Officers Level of AWARENESS and PREPARE him/her for any Escalating CONFRONTATION that may OCCUR.

Question 11

Formal sharing of information:

Answer 11

Includes documentation, muster, shift summaries, intelligence reports, incident reports, case notes, and branch specific databases.

Question 12

What are Labels?

Answer 12

Labels can be defined as WORDS or PHRASES that are used to DESCRIBE the CHARACTERISTICS or Qualities of PEOPLE, ACTIVITIES , or THINGS, often in a Way that is UNFAIR.

Question 13

What are the Four methods of Communication?

Answer 13

1. Verbal Communication.
2. Non Verbal Communication.
3. Written Communication.
4. Face to Face Communication.

Question 14

What is an open question?

Answer 14

Encourage the Respondent to ANSWER in a variety of ways and to include a great deal of DESCRIPTION and DETAIL.

Question 15

What is Amygdala Hijack?

Answer 15

A Fast and OVERWHELMING Emotional RESPONSE that allows us to RESPOND Immediately to any DANGER, THREATS and FEAR..

This is also known as fight flight or freeze response.

Question 16

What is a Leading Question?

Answer 16

DIRECTS an individual towards a SPECIFIC Type of RESPONSE by placing emphasis on an ASSUMPTION.

Question 17

Gather Information:

Answer 17

When you SEEK to UNDERSTAND the PERSPECTIVE of the Client.

Other considerations include Using Open QUESTIONS, practicing Active Listening, PARAPHRASING the Client’s Thoughts into your Own Words, Speaking to the Emotion (Showing Empathy) and CONSULTING INTERNAL RESOURCES .

Question 18

What is paraphrasing?

Answer 18

When you PUT the INDIVIDUALS THOUGHTS or Ideas into your OWN Words.

Question 19

Hooks:

Answer 19

Key WORDS or PHRASESs that are GIVEN By an Individual that AlLLOWS the officer to better UNDERSTAND that Person’s issue.

Question 20

How to manage Amygdala Hijack?

Answer 20

1) take deep breaths, focus on BREATHING .
2) Acknowledge your FEELINGS.
3) Be aware of your TRIGGERS.
4) Recognize how your BODY and EMOTIONS REACT to an increased level of STRESS.
5) Use SELF TALK statements.
6) Be MINDFUL.
7) REFRAIN from JUDGING or labeling the situation .

Question 21

Summarizing:

Answer 21

When you CONDENSE the Most Important Points / MAIN IDEAS, into your Own Words.

Question 22

Implicit Bias: (UNCONSCIOUS)

Answer 22

Also known as UNCONSCIOUS Bias.

Attitudes or STEREOTYPES that AFFECT our Understanding, ACTIONS and DECISIONS in an Unconscious manner. You didn’t know it existed.

This happens when you make judgments or assessments of Individuals and Situations WITHOUT REALIZING it.

Question 23

Preparation:

Answer 23

You IDENTIFY your GOALS, SEEK OUT BACKGROUND INFORMATION and CREATE a PLAN independently or with co-workers.

Question 24

Profanity:

Answer 24

Obscene language. It’s AGAINST policy.

Question 25

Strategic Communications:
(4 Components)

Answer 25

PROFESSIONAL communication STRATEGIES and TECHNIQUES to Achieve the Officer’s GOALS.

The key components are STRATEGIC , PROFESSIONAL , TECHNIQUES. and GOALS.

Question 26

Strategic Communications Model:
(CONTINUUM)

Answer 26

1.Continuos Risk Assessment.
2. Preparation.
3. Contact.
4. Gather Information.
5.Opportunities for Compliance.
6. Close and Follow through.
7. De-escalation.
8. Use of Force.

Question 27

Ways to Build Rapport with clients?

Answer 27

1) LESS CONFRONTATIONAL approach.
2) Be FLEXIBLE and Adaptable.
3) Exercise PATIENCE and EMPATHY.
4) Show that you TAKE an INTEREST.
5) Be FIRM, but FAIR and CONSISTENT.
6) HUMANIZE the INDIVIDUAL.

Question 28

Three Phases of Anger:

Answer 28

1. NERVES.
2. HOT BUTTONS.
3. AMYGDALA HYJACK.

The three work together as a continuum that GROWS increasingly MORE INTENSE as you move from one to the other.

Question 29

Tone of Voice:

Answer 29

Is how the VOICE you PUT to your MESSAGE is communicated to the other person. This can INDICATES how you are feeling and can GIVE WORDS many DIFFERENT MEANINGS to the LISTENER .

Question 30

Is profanity considered tactical language?

Answer 30

No!!!