MPTC COMMUNICATIONS QUESTIONS AND ANSWERS 100% CORRECT
__________________ the process of exchanging of information between two or more people. - answer Communication
4 Examples of Communication (SWAB) - answer Spoken Words
Written Text
Active Listening
Body Language
To be effective communicators, officers must flex their ____________ style when interacting with co-workers, victims, witnesses and suspects. - answer personality
Officers need effective communication skills for at least the following:
(COMBES) - answer Conduct interviews and investigations
Officer Safety
Manage Conflict
Build and Maintain relationships with community members
Explain info
Solve Problems
______________ requires patience, listening, and observation skills. - answer Effective Communication
__________ is the ability to recognize, manage, and response to emotions effectively when communicating. - answer Emotional Intelligence
______________ is the ability to accurately identify emotions being communicated by other people - answer Social awareness
________ is the ability to understand how human emotions impact ability to communicate in any situation - answer Self-awareness
_________ is the ability to communicate effectively by managing your own emotions - answer Self-management
____________ is the ability to communicate effectively by recognizing your own emotions and the emotions of others. - answer Relationship Management
DISC stands for? - answer Dominance, Influence, Steadiness, Conscientiousness
During the 1st few minutes, officers must communicate _______, _________, and ___________- - answer reasons, intentions, expectations Use common, every-day words that are easy to understand, and avoid using legalese, police jargon, and slang.
You are being __________. - answer clear
Effective Communicators think before they speak, stay on message, and get to the point.
They are being ___________. - answer concise
Use short sentences that don't require a pause, and avoiding "filler" words (like, you know, so)
You are being ________ - answer concise
Effective communicators use a ______________ voice volume, inflection, cadence, and
word choice. - answer consistent
Consistent #1 : Word Choice:
When people do not response as needed or appear confused, repeating the message using different words will likely cause more confusion.
True or False? - answer True
Consistent #1 : Word Choice:
Officers should repeat the messages verbatim first or determine if message was understood.
a.k.a. " __________________________?" - answer Was what I said clear
"______" statements can demonstrate empathy, active listening and help clarify messages in a non-threatening way. - answer i
During _______ events, "I" statements can also encourage people to find a solution on their own. - answer crisis
As the EMTs start to work CPR on her son, Officer Peter notices that Doreen is visibility upset. He says, "I want to help, but you must tell me what happened."
What kind of consistent communication is Ofc. Peter using? - answer "I" statement
Voice volume and inflection
It's not just what we say, it's _____ we say it. - answer how ____ is the part of the message that comes from voice volume, cadence, and inflection (tone). - answer paralanguage
Voice ________ can communicate anger or affection - answer volume
Voice ______ can communicate sarcasm or confidence - answer inflection
Changes in _____________ can be used to emphasize points within a message or create calmness; officers adjust this according to people involved and circumstances. - answer voice volume
A ____ voice can be interpreted as aggressive and overbearing - answer loud
_______ talkers can be interpreted as timid or lacking confidence - answer soft
Frequent changes in volume can be interpreted as "_____________" - answer trying
too hard
Changes in ____________ can be used to emphasize a message. - answer speech cadence
People who average ______ words per second while talking are more successful at communicating a message. - answer 3.5
Brief ________ between sentences can also be effective. - answer pauses
A _____ cadence can be interpreted as anxious, untruthful, or impatient - answer faster
A ______ cadence can be interpreted as lacking confidence or knowledge.
However, talking ___________ can help reduce tension during communication.
(same answer) - answer slower
"Less than ________% of any message comes from what is being said" - answer 10
The Cs to Communication
Be _______, ___________, ________, and ___________ when speaking. - answer clear, concise, consistent, captivating
The physical distance or space between communicators is called _________ - answer proxemics
proxemic level : 0-18 inches - answer intimate Individuals who trust each other and are emotionally connected will use __________ proximities. - answer intimate
Individuals who trust and know to each other will use __________ proximities. - answer personal
proxemic level : 2-4 feet - answer personal
proxemic level : 4-12 feet - answer social
proxemic level : 12-25 feet - answer public
Individuals who are familiar with each other by common connections will use _______ proximities. - answer social
Individuals who are unknown to each other will use __________ proximities. - answer public
_______ and ________ distances vary by culture - answer personal, social
Officers need to evaluate space needs of others and adjust accordingly, or move consistently and confidently between "space" when needed.
Which Captivating term describes the following? - answer proximity
________ distance during crisis events can be used to reduce anxiety for some people. - answer increasing
______ is the study of body language as a means to communicate. - answer Kinesics
Body language can account for up to ______% of any spoken message during face-to-
face conversations. - answer 90
Kinesics include ________, ______, _______, and ________. - answer hand gestures, posture, eye contact, facial expression
When ________ aligns with spoken words, it helps reinforce the message. - answer body language
When body language does not align, it can create ____ and _________, hence mixed messages. - answer confusion, mistrust
