MPTC - Communication Test Solution Manual Fully Solved Latest Update 2025 Already Passed
emotional intelligence - Answers Self-awareness
social awareness
self-management
relationship management
The 4 Personalities - Answers Dominance
Influence
Steadiness
Conscientiousness
Effective officers must be..... when communicating - Answers clear, concise, consistent, and captivating
Being clear - Answers using common, every-day words that are easy to understand
Being concise - Answers thinking before speaking, stay on message and get to the point
Being consistent - Answers consistently use proper English and correct punctuation
*using "I" statements
*voice volume and inflection
*speech cadence (3.5 words per second)
Being captivating - Answers engage with others through not only words, but through
posture/gestures/spacing/eye contact/ and facial expressions
Proxemics - Answers physical distance when communicating
*intimate: 0-18 inches
*personal: 2-4 feet
*social: 4-12 feet
*public: 12-25 feet
Body Language - Answers *posture
*hand gesture
*eye contact
, *facial expressions
Active Listening - Answers consists of...
*attending (open posture, eye contact, facial expressions)
*acknowledging (identify emotions and show empathy)
*summarizing (paraphrasing critical info to show acknowledgement)
Asking Questions - Answers effective officers use questions to gather information and show active
listening
*open-ended
*close-ended
*confirm accuracy
Reframing - Answers used to negotiate, de-escalate, and solve problems
*removes blame in negative statements and focuses on the main issue
communication barriers - Answers *appearance
*physical obstacles (sunglasses)
*external distractions (noise, moving objects)
*internal distractions (uninterested, tired, emotional)
*sympathy (using this makes more effective communicating)
*bias
*ambiguity (vague words that may be confusing)
*oversimplifying
*interrupting
*predicting (lead to misinformation)
*no feedback
*sarcasm (diminish trust)
*loaded words (more likely to produce negative feedback)
*"you" statements (make the message seem accusing)
emotional intelligence - Answers Self-awareness
social awareness
self-management
relationship management
The 4 Personalities - Answers Dominance
Influence
Steadiness
Conscientiousness
Effective officers must be..... when communicating - Answers clear, concise, consistent, and captivating
Being clear - Answers using common, every-day words that are easy to understand
Being concise - Answers thinking before speaking, stay on message and get to the point
Being consistent - Answers consistently use proper English and correct punctuation
*using "I" statements
*voice volume and inflection
*speech cadence (3.5 words per second)
Being captivating - Answers engage with others through not only words, but through
posture/gestures/spacing/eye contact/ and facial expressions
Proxemics - Answers physical distance when communicating
*intimate: 0-18 inches
*personal: 2-4 feet
*social: 4-12 feet
*public: 12-25 feet
Body Language - Answers *posture
*hand gesture
*eye contact
, *facial expressions
Active Listening - Answers consists of...
*attending (open posture, eye contact, facial expressions)
*acknowledging (identify emotions and show empathy)
*summarizing (paraphrasing critical info to show acknowledgement)
Asking Questions - Answers effective officers use questions to gather information and show active
listening
*open-ended
*close-ended
*confirm accuracy
Reframing - Answers used to negotiate, de-escalate, and solve problems
*removes blame in negative statements and focuses on the main issue
communication barriers - Answers *appearance
*physical obstacles (sunglasses)
*external distractions (noise, moving objects)
*internal distractions (uninterested, tired, emotional)
*sympathy (using this makes more effective communicating)
*bias
*ambiguity (vague words that may be confusing)
*oversimplifying
*interrupting
*predicting (lead to misinformation)
*no feedback
*sarcasm (diminish trust)
*loaded words (more likely to produce negative feedback)
*"you" statements (make the message seem accusing)
