Verbal Communication Techniques

Question 1

3 types of people

Answer 1

1. nice
2. difficult
3. wimps

Question 2

5 universal Truths

Answer 2

1. all cultures want to be respected and treated
   with dignity
2. all ppl would rather be asked than told what
   to do
3. all people want to know why they are being
   asked to do something
4. all people would rather have options than
   threats
5. all people want a second chance to make
   matter right

Question 3

Crisis Intervention:

Answer 3

the short-term, time-limited intervention, designed to reestablish a person’s equilibrium and to solve an immediate problem

Question 4

Types of unexpected events that influence crisis

Answer 4

1. Divorce​
2. Loss of a job​
3. Sickness, injury or death​
4. Deterioration

Question 5

Crisis on the Brain

Answer 5

1. Ability to reason drops ​
2. Working memory falters​
3. Stress hormones flood the system​
4. Adrenaline will prevent you from
   thinking clearly for a couple of minutes

Question 6

3-part brain

Answer 6

1. Lower (reptile brain) -Fight or Flight
2. Middle (mammal brain)- Emotional Brain
3. Upper (primate brain)- logically and
   rationally

Question 7

Levels of Communication​

Answer 7

1. Green
2. yellow
3. red

Question 8

Green

Answer 8

at home/friends, not workplace

Question 9

yellow

Answer 9

1. on surface looks okay/similar to green zone; 2. typically “that’s not what I meant” comm.

(i.e. after writing a ticket saying “have a nice day” = sarcasm, referencing a female as “honey or darling”)

Question 10

red

Answer 10

1. High alert we don’t get in trouble here
   and know what we can and can’t say
2. talking to chief/media/staff mtgs.; they
   know what they can’t say

Question 11

Empathy Definition

Answer 11

1. To understand
2. To see through the other’s eyes
3. Quality of standing in another’s shoes

Question 12

Mirror Neurons

Answer 12

cellular structure that may form the base of human empathy; mirroring another person’s feelings aids in the creation of empathy

Question 13

Persuasion Cycle

Answer 13

1. resisting
2. listening
3. considering
4. willing to do
5. doing

Question 14

4 Types of active listening

Answer 14

1. Paraphrasing​
2. Reflecting Meaning​
3. Reflecting Feeling​
4. Summative Reflections

Question 15

Paraphrasing​

Answer 15

to put another person’s meaning into your words and deliver it back to him

Question 16

Reflecting Feelings

Answer 16

LE mirrors back to the individual the emotions the individual is communicating.​

Question 17

Reflecting meaning

Answer 17

LE lets the individual know they understand the facts and feelings the individual is communicating.​

Question 18

Summative reflections

Answer 18

LE summarizes the main facts and feelings that the individual has expressed over a relatively long period.​

Question 19

Goal for communication

Answer 19

to communicate to the person that they are respected and understood

Question 20

Traps for LE

Answer 20

1. talking instead of listening
2. rapid fire questions
3. not acknowledging the emotional state of
   the suspect/Rp/contact
4. Not maintaining control by guiding problem
   toward resolution

Question 21

Calming Techniques

Answer 21

1. empathy/ understanding
2. allow ventilation
3. reassurance safety and common goal

Question 22

Hard style verbalizations

Answer 22

1. ask
2. set context
3. present options
4. confirm
5. Act