ADPP S2 Comms And Ethics: Questions & Answers
4 key communication strategies of police (REAL) Right Ans - - building
rapport
- Empathy
- Assertiveness
- Active listening
definition of assertiveness Right Ans - quality of being self-assured and
confident without being aggressive
4 rules of assertiveness (HERB) Right Ans - Honest
Negotiate equal terms
Relevant facts only
Stick to your bottom line
4 characteristics of assertive people (CIAO) Right Ans - Contentious
not Intimidated
not Anxious
Open
tactics for assertiveness Right Ans - - State your position clearly
- Use "I" statements
- Be honest
- Listen to them
- Use appropriate tone
- Use appropriate body language
- Look the other person in the eye
- Do not exaggerate
- Focus on fact, not judgements
advantages of assertiveness Right Ans - - offers people non-threatening
techniques to present their views
- can greatly assist the process of conflict management
- helps everyone to know where they stand
- makes it clear that the communicator is prepared to work towards resolving
conflict
, 3 kinds of empathy Right Ans - Emotional: physically connect with other
person
Cognitive: knowing how the person feels and what they may be thinking
Compassionate: Understand the other person's situation and feel with them.
Customer Service Guidelines (P-CREW) Right Ans - increased public
confidence in NSWPF
lower complaint rates and costs associated with complaint management
greater recognition of staff
more efficient court proceedings
increase willingness of victims to seek assistance
3 ways to deal with difficult customers Right Ans - always remain calm,
polite and professional
listen to and acknowledge customer enquiries
tell the customer when no further action can be taken and why
definition of vulnerable Right Ans - defenceless in front of potential risks
capable of being physically or emotionally wounded
open to attack or damage
assailable - undefendable
Vulnerable people Lepra s112 Right Ans - Physical impairment
ATSI
Non-english speaking background
Intellectual impairment
Children
Cultural Competency Right Ans - Having the knowledge and skills required
to effectively and appropriately operate within a culturally diverse
environment
4 types of listening (NAME) Right Ans - Non listening
Active listener
Marginal listener
Evaluative listener
Barriers to listening Right Ans - Lack of interest/motivation
mind being elsewhere
4 key communication strategies of police (REAL) Right Ans - - building
rapport
- Empathy
- Assertiveness
- Active listening
definition of assertiveness Right Ans - quality of being self-assured and
confident without being aggressive
4 rules of assertiveness (HERB) Right Ans - Honest
Negotiate equal terms
Relevant facts only
Stick to your bottom line
4 characteristics of assertive people (CIAO) Right Ans - Contentious
not Intimidated
not Anxious
Open
tactics for assertiveness Right Ans - - State your position clearly
- Use "I" statements
- Be honest
- Listen to them
- Use appropriate tone
- Use appropriate body language
- Look the other person in the eye
- Do not exaggerate
- Focus on fact, not judgements
advantages of assertiveness Right Ans - - offers people non-threatening
techniques to present their views
- can greatly assist the process of conflict management
- helps everyone to know where they stand
- makes it clear that the communicator is prepared to work towards resolving
conflict
, 3 kinds of empathy Right Ans - Emotional: physically connect with other
person
Cognitive: knowing how the person feels and what they may be thinking
Compassionate: Understand the other person's situation and feel with them.
Customer Service Guidelines (P-CREW) Right Ans - increased public
confidence in NSWPF
lower complaint rates and costs associated with complaint management
greater recognition of staff
more efficient court proceedings
increase willingness of victims to seek assistance
3 ways to deal with difficult customers Right Ans - always remain calm,
polite and professional
listen to and acknowledge customer enquiries
tell the customer when no further action can be taken and why
definition of vulnerable Right Ans - defenceless in front of potential risks
capable of being physically or emotionally wounded
open to attack or damage
assailable - undefendable
Vulnerable people Lepra s112 Right Ans - Physical impairment
ATSI
Non-english speaking background
Intellectual impairment
Children
Cultural Competency Right Ans - Having the knowledge and skills required
to effectively and appropriately operate within a culturally diverse
environment
4 types of listening (NAME) Right Ans - Non listening
Active listener
Marginal listener
Evaluative listener
Barriers to listening Right Ans - Lack of interest/motivation
mind being elsewhere
