Communication Skills

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Communication Skills

• Interpersonal Communication

• Symbolic Interaction

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What must you do to develop the following skills?

• Basketball
• Baseball
• Football
• Skateboarding
• Target Shooting

• Train and Practice

• Focus on the Basics

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Control vs. Manage

• Control
• Use of Force
• Dominate Conversation
• Use Volume and Word Choice
• Manage
• Handling
• Directing with skill and care
• Approach directly, fairly, consistently

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GOAL OF COMMUNICATION

• To obtain information
• To keep person at verbal level
• De-escalation
• To aid in processing situation
• To aid in decision making.
• To confront inappropriate decisions and behavior

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Communication Cycle
Has a thought
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Communication Cycle
Communication
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Communication Cycle
Interprets Communication
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Communication Cycle
Thinks of A Response
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Communication Cycle
Communication
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Client ManagementFour Interpersonal
Communication Skills

• Empathy
• Ability to attune yourself to another person
• Genuineness
• Honesty in what you say and fell
• Respect
• Value another persons worth
• Concreteness
• Measurable, clear, not abstract

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Verbal Communication

• The use of words to convey an idea or memory.

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General issues of Verbal Communication

• Establish Trust
• Get them talking
• Open ended questions
• LISTEN LISTEN LISTEN!!!!
• Stay Neutral Suspend Judgment
• Choose words carefully
• Avoid emotional words unless looking for
  emotional response
• Reflection
• Restating what someone has said to insure
  understanding

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Non-Verbal Communication

• Intentional or non-intentional messages that can
  be interpreted from somebodys actions or
  decisions.

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NONVERBAL Communication

• Kinesics
• Facial Area
• Proxemics
• Haptics
• Paralanguage
• Appearance
• Chronemics

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KinesiologyBody Language

• Head
• Arm / Hands / Fingers
• Center (Chest)
• Pivot (Hips)
• Legs / Feet

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Facial Areas

• Eyes
• Window to the soul
• Facial Muscles
• Mouth Shape
• Forehead

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ProxemicsDistance from someone

• Formal Distance More than 10
• Social Distance 5 7
• Personal Distance 2 3
• Intimate Distance Less than 2

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HapticsTouching

• Location of touch
• Type of touch
• Shoulder pat
• Middle back pat
• Arm around shoulder
• Hug

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ParalanguageVoice modulation

• Pitch
• High / Lows of voice
• Volume
• Loudness or softness
• Inflection
• Accents or stresses on words
• Tone
• Sharpness or softness of voice

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Appearance

• Dress
• Grooming
• Physical Hygiene
• Height
• Weight
• Race
• Gender

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ChronemicsTiming

• Time
• Doctors make you wait
• Court system makes you wait
• Prepared for appointments
• Timing
• Right or wrong time to confront
• Place of Confrontation / public or private

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Nonverbal Interpretation

• A holistic view
• Base Interpretation on the TOTALITY of the
  CIRCUMSTANCES

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Five Basic Interview Skills(Getting the Story)

• Position
• Posture
• Observation
• Listening
• Questioning (Probing)

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Positioning Sub skills

• Distancing
• Remember Proxemics 3-5 feet
• Facing Squarely
• Provides a focus point, Higher or lower, sitting
  or standing
• Looking Directly
• Eye Contact (Dont check out his/her body)

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Posturing Sub skills

• Standing or sitting erect
• Respect them while they are talking
• Eliminate Distractions
• Interview area should be nice but not flashy
• Inclining Slightly Forward
• Shows interest

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Observation skills

• Looking at behavior, appearance, environment
• Just the facts
• Inferring about energy level, feelings, values
• Drug Use?, Scared?, Nervous?, Shy?
• Decide whether Normal / Abnormal / Understandable

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Listening(The hardest skill to master)

• Suspend Judgment
• Just collect data
• Focus on the persons words not what you are
  going to do next
• Pick out Key words
• Dont be afraid to ask for clarification
• Identify Intensity
• Volume, word choice, watch for hidden agenda
• Reflect on Mood and reasons
• Fear, unsure, embarrassed, anger..

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Key skills in Probing

• Open-ended questions
• Do you use drugs?
• Tell me about the last time you had contact with
  drugs?

• X

• Who?, What?, When?, Where?, How? Why?
• Silence
• A powerful tool, Probing keeps conversation
  going, silence facilitates thought.

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Keys to Probing II

• Responding
• Encourage person to take responsibility for
• Behavior
• Feelings
• Thoughts
• Decisions
• Point out when the choices made in these areas
  lack connectivity

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Keys to Probing IIIHelping the person understand
themselves

• Reflection
• Youre saying..
• Feeling clarification
• Are you saying that you feel
• Feeling and meaning
• You feel (Emotion)- Because

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Feeling Word MatrixIntensity
Category Happy Sad Scared Angry Confused Strong W
eak
High Moderate Low
Exuberant Cheerful Pleased Joyous Merry Glad
Miserable Depressed Down Dismal Sorrowful Joyl
ess Terrified Nervous Wary Frightful Afraid An
xious Enraged Mad Upset Furious Incenses Indig
nant Spaced Out Disoriented Fumbling Dicombobulate
d Bothered Distracted Powerful Robust Able Migh
ty Tough Confident Powerless Unstable Infirm W
orthless Faint Diluted
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Managing Skills

• Handling Requests
• Making Requests
• Confrontation
• De-escalation

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Handling Requests

• Know the Rules and Regulations
• OK to Postpone Decision
• Check things Out
• Respond with Specific Answer / Reason
• Avoid saying no for no clear reason

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Making Request

• Know the Rules and Regulations
• Is the request Appropriate?
• Having a child buy cigs for you.
• Degrees of Directness and Strength

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Degrees of Requests

• Mild
• Would you (specify request), because (reason for
  request)?
• Moderate
• I want you to (specify request), because (reason
  for request)?
• Strong
• I want you to (specify request), because (reason
  for request), and if you dont then (identify
  legitimate consequences)

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Confrontation
Responsible Unmasking of discrepancies and
distortions.
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Ground Rules for Confrontation

• Describe, Dont Evaluate
• Establish Rapport / Trust
• Consider Timing
• Dont Overload
• Expect Various Reactions
• Be willing to take it to the next level

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Reaction to Confrontation

• Denial Thats not what happened.
• Rationalization I had no other choice
• Persuade Views Manipulate you to their side
• Devalue Importance Other people do it
• Seek Support Get others involved in
  discussion
• Confusion Who me?
• False Acceptance Ok..Ok.. Youre right
• Genuine Acceptance - BEWARE

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Confrontation Skills

• Describe Distortion
• You say that (statement). Yet you (distortion).
• Replace Distortion
• Perhaps (Other Ways of Viewing Situation).

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De-escalation
Reducing the energy or emotion in a situation to
avoid someone getting hurt
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Keys to De-escalation

• Listening
• Allow the person a soap box
• Using Verbal and Non-Verbal Skills to send a loud
  message I am interested in what is best for
  you
• Reduce energy level of conversation
• Avoid Powerful words
• Divert conversation
• Focus person on impact of decisions

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How to Win Friends and Influence People
By Dale Carnegie
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Fundamental Techniques in handling people

• Dont Criticize, Condemn or complain
• Give honest and sincere appreciation
• Arouse in the other person an eager want.

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Six ways to make people like you

• Become genuinely interested in other people
• SMILE
• Remember that a persons name is to that person
  the sweetest and most important sound in any
  language
• Be a good listener. Encourage other to talk about
  themselves
• Talk in terms of the other persons interests
• Make the other person feel important and do it
  sincerely

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Win People to your way of thinking

• The only way to get the best of an argument is to
  avoid it
• Show respect for the other persons opinions
• Never say Youre Wrong
• If you are wrong, admit it quickly and
  emphatically

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Win People to your way of thinking II

• Begin in a friendly way.
• Get the other person saying yes, yes
  immediately.
• Let the other person do a great deal of the
  talking
• Let the other person feel that the idea is his or
  hers.

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Win People to your way of thinking III

• Try honestly to see things from the other
  persons point of view
• Be sympathetic with the other persons ideas and
  desires
• Appeal to their nobler motives
• Dramatize your ideas
• Throw down a challenge

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Be a Leader

• Begin with praise and honest appreciation.
• Call attention to peoples mistakes indirectly.
• Talk about your own mistakes before criticizing
  the other person.
• Ask questions instead of giving direct orders.

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Be a Leader II

• Let the other person save face.
• Praise the slightest improvement and praise every
  improvement
• Give the other person a fine reputation to live
  up to.
• Use encouragement. Make the fault easy to
  correct.
• Make the other person happy about doing the thing
  you suggest.

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What type of officer is Officer Savage? Why do
you say that? What in his communication gave you
this information? How does he handle
confrontation? What messages is he giving the
trainee? What messages is he giving the public?
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Police 10 Codes and Signals

• Why do we use them?
• Easier to understand
• Shortens the conversation
• Makes consistent communication
• Communication across jurisdiction

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Ten Code
10-32 Gun 10-33 Emergency - Stand By 10-34
Riot 10-39 Use Lights Siren 10-40 Respond
Quietly 10-41 Beginning Shift 10-42 Ending Shift
10-43 Information 10-50 Traffic Accident 10-51
Tow Truck Needed 10-52 Ambulance 10-53 Roadway
Blocked 10-55 Intoxicated Driver 10-58 Direct
Traffic 10-70 Fire 10-76 En Route 10-77
Estimated Time of Arrival 10-78 Request
Assistance 10-96 Mental Subject 10-98 Prison
Break 10-99 Wanted or Stolen
10-0 Fatality 10-4 Message Received 10-6 Busy
10-7 Out of Service 10-8 In Service 10-9
Repeat 10-10 Fight 10-14 Prowler Report 10-15
Civil Disturbance 10-18 Urgent 10-20 Location
10-23 Arrived at Scene 10-24 Assignment
Complete 10-26 Detaining Suspect 10-27 Drivers
License Information 10-28 Vehicle Registration
Information 10-29 Check for Wants/Warrants
10-31 Crime in Progress
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Signals
2 Call General Headquarters 4 Report To General
Headquarters 5 Report To Your District 6 Call
telephone 7 EMERGENCY-Serious Situation 8 Meet
9 Disregard 10 Rush 11 Information
Confidential
12 Reply Via Other Than Radio 23 Speeding Car
24 Vehicle And Occupants Detained 27 Stopping
Car 40 Records Indicate Subject Is Wanted 43
Have In Possession J1 Personnel J2 Property
J3 Prisoner J4 Documents 60 Narcotics/Drugs
Invl. 100 Emergency Hold All But Emergency