MPTC Communication Test Questions with 100% Complete Solutions, Graded to Pass

emotional intelligence - Self-awareness social awareness self-management relationship management The 4 Personalities - Dominance Influence Steadiness Conscientiousness Effective officers must be..... when communicating - clear, concise, consistent, and captivating Being clear - using common, every-day words that are easy to understand Being concise - thinking before speaking, stay on message and get to the point Being consistent - consistently use proper English and correct punctuation *using "I" statements *voice volume and inflection *speech cadence (3.5 words per second) Being captivating - engage with others through not only words, but through posture/gestures/spacing/eye contact/ and facial expressions Proxemics - physical distance when communicating *intimate: 0-18 inches *personal: 2-4 feet *social: 4-12 feet *public: 12-25 feet Body Language - *posture *hand gesture *eye contact *facial expressions Active Listening - consists of... *attending (open posture, eye contact, facial expressions) *acknowledging (identify emotions and show empathy) *summarizing (paraphrasing critical info to show acknowledgement) Asking Questions - effective officers use questions to gather information and show active listening *open-ended *close-ended *confirm accuracy Reframing - used to negotiate, de-escalate, and solve problems *removes blame in negative statements and focuses on the main issue communication barriers - *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