TA02 Tactical Communication Flashcards

1
Q

What are the three types of behaviour you will deal with?

A
  • Cooperative Behaviour
  • Uncooperative Behaviour
  • Passive Aggressive Behaviour
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2
Q

What does AWOCA stand for

A
  • Ask (request cooperation)
  • Why (explain action/power to act)
  • Options (provide and explain consequences)
  • Confirm they understand
  • Act
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3
Q

What are the four great motivators?

A
  • Time
  • Money
  • Family
  • Reputation
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4
Q

What is blocking technique?

A

Stopping colourful language

“Can you use more appropriate language, thank you”

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5
Q

Examples of focus deflection

A

“I hear what you’re saying, However if we can focus on…”

“You may well be correct, however we need to deal with…”

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6
Q

What are the five main emotive influences? (GAFFE)

A
  • Grief
  • Anger
  • Fear
  • Frustration
  • Embarassment
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