Category 1
An officer says, “That sounds really difficult. I understand why you feel that way.” Is this an example of sympathy or empathy?
Empathy
Loud noise and poor lighting are examples of this type of barrier.
Physical
T/F Inclusive communication helps build trust
True
A subject is speaking loudly and aggressively. What is the BEST response regarding volume?
Maintain a calm, controlled volume
Skills like pacing, words, volume, emphasis, and strategic pauses falls under what type of verbal de-escalation method?
Tone
An officer says, “You need to calm down,” with heavy emphasis on “need.” Is this an example of vocal inflection?
Yes
This approach means to walk in someone else's shoes
Empathy
T/F: Empathy seeks to observe from the outside
False. Sympathy observes from the outside
T/F Officers should engage in the community irregularly
False
A subject cannot recall details after a traumatic event. What barrier is present?
Emotional
What is the best rate of speech to gain compliance?
About 3.5 words per second
Infrastructure failure and incompatible systems fall under this category of barriers...
A subject struggles to understand instructions due to limited English proficiency (LEP). What barrier is this?
Cultural
Which is an example of good nonverbal communication?
Pointing aggressively
Keeping hands hidden
Nodding and maintaining eye contact
Pacing nervously
Nodding and maintaining eye contact
Which is a physical barrier?
Anger
Noise
Culture
Social media
Noise
The words we use constitutes what percentage of communication?
30%
The tone we use constitutes what percentage of communication?
70%
Interpersonal communication includes which types of behavior?
Verbal & Non-verbal
What is largely used to convey commiseration?
Sympathy
Non-verbal
What is defined as the: interactive process that occurs between people as they exchange & create messages, collaboratively, and independently, though an interwoven combination of verbal/nonverbal behavior.
Interpersonal Communication
What may appear in cases of depression?
Suicidality
Anxiety, anger, and trauma fall under this category
Emotional barriers
During verbal de-escalation: Being aware of changes in ___ between individuals.
Volume
If you state something that is incorrect, what should you do?
Stop and re-address the statement immediately