MPTC Lynnfield 2nd ROC Final Exam- Communication skills set Questions with Complete Solutions

Officer Parker stopped Mrs. Franks for speeding. While explaining his reason for the stop, Mrs. Franks stares directly at Officer Parker's face, does not blink, and does not look away. Eye contact demonstrated by Mrs. Franks is consistent with which emotion? Aggression 3 multiple choice options Body language can account for up to ____% of any spoken message during fact-to-face communication? 90% 3 multiple choice options To communicate effectively, officers should begin with, and respond to most citizen encounters using the _________. Adult role 3 multiple choice options Officer Monroe is investigating a robbery and a conducting witness interview. The witness, Mr. Jones is talkative and having a difficult time answering Officer Monroe's questions. To establish needed control over the conversation and interview, what type of questions should Office Monroe use? Close-ended 3 multiple choice options ___________ is a conflict management technique designed to persuade potentially violent people that a peaceful solution is their best option. De-escalation 3 multiple choice options You respond to a crisis event involving Mr. Smith, who is crying uncontrollably. When communicating with Mr. Smith, which statement is the most effective for demonstrating empathy and active listening? "I can see that you are upset" 3 multiple choice options When negotiating, officers must identify the problem and separate people from the problem. Which answer below is NOT an effective negotiation strategy? Interrupt parties if they talk for too long 3 multiple choice options Officer Allen responded to investigate a domestic violence assault. While interviewing the victim, Officer Allen used active listening strategies when making the following statements. Which statement best represents summarizing? Officer should not say any of the above statements next. 3 multiple choice options Officer Richards is investigating a possible identity theft crime. The victim speaks mostly Spanish and very little English. An interpreter cannot come to the scene for another 2-3 hours. To communicate effectively, Officer Rchardes should do all of the following, EXCEPT Increase voice volume 3 multiple choice options Officer Carter needs to arrest Mr. Boyd on an outstanding warrant. Mr. Boyd is visibly upset. What should Officer Carter do or say to determine Mr. Boyd's potential for non-compliance? Identify and share some commonalities with Joey. 3 multiple choice options Officer Allen is investigating a larceny. The victim, George is blind. What should Officer Allen do to communicate effectively with George? Minimize noise distractions 3 multiple choice options Why do police officers need to be careful about word choice? All of the above are reasons why police officers need to be careful about word choice. 3 multiple choice options