MPTC LYNNFIELD 2ND ROC FINAL
EXAM- COMMUNICATION SKILLS SET
(RATED A+ FOR SUCCESS)
, 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?
- ANSWERSAggression
Body language can account for up to ____% of any spoken message during fact-to-face
communication? - ANSWERS90%
To communicate effectively, officers should begin with, and respond to most citizen
encounters using the _________. - ANSWERSAdult role
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? - ANSWERSClose-ended
___________ is a conflict management technique designed to persuade potentially
violent people that a peaceful solution is their best option. - ANSWERSDe-escalation
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? - ANSWERS"I can see that you are upset"
When negotiating, officers must identify the problem and separate people from the
problem. Which answer below is NOT an effective negotiation strategy? -
ANSWERSInterrupt parties if they talk for too long
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? - ANSWERSOfficer should
not say any of the above statements next.
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 - ANSWERSIncrease voice volume
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? - ANSWERSIdentify and share some commonalities with Joey.
EXAM- COMMUNICATION SKILLS SET
(RATED A+ FOR SUCCESS)
, 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?
- ANSWERSAggression
Body language can account for up to ____% of any spoken message during fact-to-face
communication? - ANSWERS90%
To communicate effectively, officers should begin with, and respond to most citizen
encounters using the _________. - ANSWERSAdult role
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? - ANSWERSClose-ended
___________ is a conflict management technique designed to persuade potentially
violent people that a peaceful solution is their best option. - ANSWERSDe-escalation
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? - ANSWERS"I can see that you are upset"
When negotiating, officers must identify the problem and separate people from the
problem. Which answer below is NOT an effective negotiation strategy? -
ANSWERSInterrupt parties if they talk for too long
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? - ANSWERSOfficer should
not say any of the above statements next.
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 - ANSWERSIncrease voice volume
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? - ANSWERSIdentify and share some commonalities with Joey.
