Tac Comms 1

Question 1

Percentage make up during face-to-face conversation

Answer 1

words 7-10%
voice style 30-38%
body language 55-60%

Question 2

Key principles

Answer 2

• calm
• professional
• low-key approach and increase tempo
• listen carefully
• explain to people what you are about to do and why

Question 3

Purpose of AWOCA

Answer 3

Seek voluntary compliance

Question 4

AWOCA process

Answer 4

Ask - request cooperation
Why - reason for action or power to act
Options - provide shit sandwich - time/money/rep/fam
Confirm - they understand; is there anything I reasonably say or do to get you to…
Act - appropriate action

Question 5

AWOCA - ASK

Answer 5

ask what you want them to do, finish with thank you
- seek voluntary compliance
- ask without the threat of enforcement action
- follow our request with thanks

Question 6

AWOCA - WHY

Answer 6

purpose for reason of request
- sets context for request
- tell why they have been asked
- if refuse move to next stage

Question 7

AWOCA - Option

Answer 7

Good/ Bad/ my preference
- shit sandwhich
- advantages of good
- consequence of bad
- reinforce good
- inlcude legal authority
- 4 great motivators
Time/Money/Fam/Rep

Question 8

AWOCA - Confrim

Answer 8

Confirm they understand requirements to comply
- You do understand that by law you are required to …
- You do understand that if you don’t comply I will have to…
- Is there anything reasonable I can do or say…
- “Can I do anything to make you …”

Question 9

AWOCA - Act

Answer 9

Take appropriate action
- record AWOCA prcess in notebook

Question 10

Dealing with abuse

Answer 10

• Allow subject to vent
• Use blocking technique
• Verbal redirector

Question 11

Agitated or emotional subjcts
GAFFES

Answer 11

• Greif
• Anger
• Fear
• Fustration
• Embarassment