Communication Style and Approaches

1-1 Quiz Communication style and approaches. Question 1 Scenario #1 An officer is attending a local fireworks display. During the event, a large fight breaks out, and in the aftermath, a crowd of young adults has gathered. They are refusing to leave the area. As other officers arrive to assist, the officer tells the crowd, “Time to move, everyone go home!” A very small number of people begin to leave. The officer notices another group of young males speaking with each other. The officer feels they may be planning to fight again. The officer approaches the group and, in a loud voice, orders them to leave by stating, “If you do not leave, you will be placed under arrest! If you get locked up, it will be your fault!” The group again refuses to disperse. A second officer steps in and walks up to the oldest male in the group. She begins to speak with the members of the crowd in a calm manner. The others in the crowd begin to take notice of the conversation and quiet down. The crowd now begins to wander around aimlessly, talking among themselves. The second officer asks the oldest male if he could help the officers get the younger men to leave the area. The older male is still upset about the fight but agrees to ask the others to leave to avoid any additional problems. The older male then turns and stands next to the second officer, faces the group, and says, “Hey, let's go! This is over! We don't need any of this!” He then walks into the crowd with the second officer, encouraging people to leave. Within moments, the area is clear. What communication style is the older male in the crowd using? (Select all that apply) Question 1 options: Problem Solving Blaming Directing Persuading Question 2 Scenario #2 A police supervisor is speaking with a patrol officer who has had several complaints filed against him for speeding. A citizen caller has accused the patrol officer of driving too fast on the highway, without his vehicle’s emergency lights or sirens activated. The supervisor reviewed the vehicle GPS and determined the patrol officer was going 90 miles per hour. When asked, the patrol officer reported he was trying to “follow” a possible speeder. But when the speeding vehicle saw the marked cruiser, it immediately slowed down, and the officer decided not to pull the car over. After hearing the explanation, the supervisor does not agree with the officer's actions based on his past history. He tells the officer that although the policy allows him to “follow” a speeding car, he feels the officer is using this as an excuse. He tells the officer, “This is the last time I am covering for you. All of this is your fault. You better straighten up, or you're off the road!” Per policy, the supervisor is required to report his findings to the caller. The supervisor phones the caller and tells her that he spoke with the officer, who explained his conduct. The supervisor also informs the caller that based on the explanation, the patrol officer was acting within the scope of department policy. The supervisor adds that he did give the officer a verbal reprimand. The caller is not pleased with the outcome and demands the officer be issued a citation for speeding “before someone gets killed!” The supervisor tells the caller, “The officer was within the policy to ‘follow’ a speeding vehicle. He was also within his discretion not to pull the car over.” After explaining department policy and the law to the caller, the caller states she is unhappy and wants to speak with the police chief. The supervisor tells the caller that he understands how upsetting seeing an officer speeding may be, but under the circumstances, the officer cannot be issued a ticket. The caller eventually accepts the explanation with the supervisor’s assurance that the officer was spoken to and warned. What communication style is the patrol officer using with his supervisor? (Select one.) Question 2 options: Problem Solving Persuading Blaming Directing Question 3 Scenario #3 A deputy sheriff is working in the lockup at the county courthouse. The lockup serves as a temporary holding area for prisoners before they are brought to the courtroom. There are single prisoner cells and secured interview rooms where attorneys and court personnel can meet with prisoners to prepare them for court proceedings. The lockup is very busy with various court personnel entering and exiting the area. One prisoner, who had just been brought in from the county jail, is refusing to leave his holding cell to be arraigned on charges related to drug possession. He tells the deputy that he wants to stay in jail and is afraid the judge is going to release him. He states he is only able to stay sober in jail. “If I leave here, I’ll die!” he cries to the deputy. “I’ll start using as soon as I get back on the street. I just know that it’s safer for me to be in here.” The deputy tells the prisoner he has to leave the cell or he will be physically removed. The deputy insists, “I have to move you now!” After several attempts, the deputy decides he needs assistance and requests a court advocate to come to the lockup. He tells the advocate, “This guy really seems like he’s trying to get clean.” The advocate arrives and speaks with the prisoner through the cell door. The prisoner tells the advocate, “I am not leaving the cell; I won’t make it out there.” The advocate explains, “If you tell me what is going on with you, I can speak with the judge and see what we can do to get you into a detox facility.” The prisoner tells the advocate he can’t go to detox as he does not have insurance, and when he went to detox in the past, he was discharged after three days. The advocate tells the prisoner, “If the judge agrees, we can have a court order issued to have you stay for 90 days. I can’t make any promises, but if you do not agree to leave the cell, I can’t help you.” The prisoner agrees and is escorted to the court. What communication style is the advocate using with the prisoner? (Select all that apply) Question 3 options: Blaming Directing Persuading Problem Solving Question 4 Scenario #1 An officer is attending a local fireworks display. During the event, a large fight breaks out, and in the aftermath, a crowd of young adults has gathered. They are refusing to leave the area. As other officers arrive to assist, the officer tells the crowd, “Time to move, everyone go home!” A very small number of people begin to leave. The officer notices another group of young males speaking with each other. The officer feels they may be planning to fight again. The officer approaches the group and, in a loud voice, orders them to leave by stating, “If you do not leave, you will be placed under arrest! If you get locked up, it will be your fault!” The group again refuses to disperse. A second officer steps in and walks up to the oldest male in the group. She begins to speak with the members of the crowd in a calm manner. The others in the crowd begin to take notice of the conversation and quiet down. The crowd now begins to wander around aimlessly, talking among themselves. The second officer asks the oldest male if he could help the officers get the younger men to leave the area. The older male is still upset about the fight but agrees to ask the others to leave to avoid any additional problems. The older male then turns and stands next to the second officer, faces the group, and says, “Hey, let's go! This is over! We don't need any of this!” He then walks into the crowd with the second officer, encouraging people to leave. Within moments, the area is clear. What communication style is the first officer using? (Select all that apply) Question 4 options: Blaming Problem Solving Persuading Directing Question 5 Scenario #1 An officer is attending a local fireworks display. During the event, a large fight breaks out, and in the aftermath, a crowd of young adults has gathered. They are refusing to leave the area. As other officers arrive to assist, the officer tells the crowd, “Time to move, everyone go home!” A very small number of people begin to leave. The officer notices another group of young males speaking with each other. The officer feels they may be planning to fight again. The officer approaches the group and, in a loud voice, orders them to leave by stating, “If you do not leave, you will be placed under arrest! If you get locked up, it will be your fault!” The group again refuses to disperse. A second officer steps in and walks up to the oldest male in the group. She begins to speak with the members of the crowd in a calm manner. The others in the crowd begin to take notice of the conversation and quiet down. The crowd now begins to wander around aimlessly, talking among themselves. The second officer asks the oldest male if he could help the officers get the younger men to leave the area. The older male is still upset about the fight but agrees to ask the others to leave to avoid any additional problems. The older male then turns and stands next to the second officer, faces the group, and says, “Hey, let's go! This is over! We don't need any of this!” He then walks into the crowd with the second officer, encouraging people to leave. Within moments, the area is clear. What communication style is the second officer using? (Select one.) Question 5 options: Problem Solving Persuading Blaming Directing Question 6 Scenario #3 A deputy sheriff is working in the lockup at the county courthouse. The lockup serves as a temporary holding area for prisoners before they are brought to the courtroom. There are single prisoner cells and secured interview rooms where attorneys and court personnel can meet with prisoners to prepare them for court proceedings. The lockup is very busy with various court personnel entering and exiting the area. One prisoner, who had just been brought in from the county jail, is refusing to leave his holding cell to be arraigned on charges related to drug possession. He tells the deputy that he wants to stay in jail and is afraid the judge is going to release him. He states he is only able to stay sober in jail. “If I leave here, I’ll die!” he cries to the deputy. “I’ll start using as soon as I get back on the street. I just know that it’s safer for me to be in here.” The deputy tells the prisoner he has to leave the cell or he will be physically removed. The deputy insists, “I have to move you now!” After several attempts, the deputy decides he needs assistance and requests a court advocate to come to the lockup. He tells the advocate, “This guy really seems like he’s trying to get clean.” The advocate arrives and speaks with the prisoner through the cell door. The prisoner tells the advocate, “I am not leaving the cell; I won’t make it out there.” The advocate explains, “If you tell me what is going on with you, I can speak with the judge and see what we can do to get you into a detox facility.” The prisoner tells the advocate he can’t go to detox as he does not have insurance, and when he went to detox in the past, he was discharged after three days. The advocate tells the prisoner, “If the judge agrees, we can have a court order issued to have you stay for 90 days. I can’t make any promises, but if you do not agree to leave the cell, I can’t help you.” The prisoner agrees and is escorted to the court. What communication style is the deputy using with the advocate? (Select all that apply) Question 6 options: Blaming Problem Solving Directing Persuading Question 7 Scenario #3 A deputy sheriff is working in the lockup at the county courthouse. The lockup serves as a temporary holding area for prisoners before they are brought to the courtroom. There are single prisoner cells and secured interview rooms where attorneys and court personnel can meet with prisoners to prepare them for court proceedings. The lockup is very busy with various court personnel entering and exiting the area. One prisoner, who had just been brought in from the county jail, is refusing to leave his holding cell to be arraigned on charges related to drug possession. He tells the deputy that he wants to stay in jail and is afraid the judge is going to release him. He states he is only able to stay sober in jail. “If I leave here, I’ll die!” he cries to the deputy. “I’ll start using as soon as I get back on the street. I just know that it’s safer for me to be in here.” The deputy tells the prisoner he has to leave the cell or he will be physically removed. The deputy insists, “I have to move you now!” After several attempts, the deputy decides he needs assistance and requests a court advocate to come to the lockup. He tells the advocate, “This guy really seems like he’s trying to get clean.” The advocate arrives and speaks with the prisoner through the cell door. The prisoner tells the advocate, “I am not leaving the cell; I won’t make it out there.” The advocate explains, “If you tell me what is going on with you, I can speak with the judge and see what we can do to get you into a detox facility.” The prisoner tells the advocate he can’t go to detox as he does not have insurance, and when he went to detox in the past, he was discharged after three days. The advocate tells the prisoner, “If the judge agrees, we can have a court order issued to have you stay for 90 days. I can’t make any promises, but if you do not agree to leave the cell, I can’t help you.” The prisoner agrees and is escorted to the court. What communication style is the prisoner using with the deputy? (Select one.) Question 7 options: Problem Solving Blaming Directing Persuading Question 8 Scenario #2 A police supervisor is speaking with a patrol officer who has had several complaints filed against him for speeding. A citizen caller has accused the patrol officer of driving too fast on the highway, without his vehicle’s emergency lights or sirens activated. The supervisor reviewed the vehicle GPS and determined the patrol officer was going 90 miles per hour. When asked, the patrol officer reported he was trying to “follow” a possible speeder. But when the speeding vehicle saw the marked cruiser, it immediately slowed down, and the officer decided not to pull the car over. After hearing the explanation, the supervisor does not agree with the officer's actions based on his past history. He tells the officer that although the policy allows him to “follow” a speeding car, he feels the officer is using this as an excuse. He tells the officer, “This is the last time I am covering for you. All of this is your fault. You better straighten up, or you're off the road!” Per policy, the supervisor is required to report his findings to the caller. The supervisor phones the caller and tells her that he spoke with the officer, who explained his conduct. The supervisor also informs the caller that based on the explanation, the patrol officer was acting within the scope of department policy. The supervisor adds that he did give the officer a verbal reprimand. The caller is not pleased with the outcome and demands the officer be issued a citation for speeding “before someone gets killed!” The supervisor tells the caller, “The officer was within the policy to ‘follow’ a speeding vehicle. He was also within his discretion not to pull the car over.” After explaining department policy and the law to the caller, the caller states she is unhappy and wants to speak with the police chief. The supervisor tells the caller that he understands how upsetting seeing an officer speeding may be, but under the circumstances, the officer cannot be issued a ticket. The caller eventually accepts the explanation with the supervisor’s assurance that the officer was spoken to and warned. What communication style is the caller using with the supervisor? (Select one.) Question 8 options: Problem Solving Persuading Directing Blaming Question 9 Scenario #3 A deputy sheriff is working in the lockup at the county courthouse. The lockup serves as a temporary holding area for prisoners before they are brought to the courtroom. There are single prisoner cells and secured interview rooms where attorneys and court personnel can meet with prisoners to prepare them for court proceedings. The lockup is very busy with various court personnel entering and exiting the area. One prisoner, who had just been brought in from the county jail, is refusing to leave his holding cell to be arraigned on charges related to drug possession. He tells the deputy that he wants to stay in jail and is afraid the judge is going to release him. He states he is only able to stay sober in jail. “If I leave here, I’ll die!” he cries to the deputy. “I’ll start using as soon as I get back on the street. I just know that it’s safer for me to be in here.” The deputy tells the prisoner he has to leave the cell or he will be physically removed. The deputy insists, “I have to move you now!” After several attempts, the deputy decides he needs assistance and requests a court advocate to come to the lockup. He tells the advocate, “This guy really seems like he’s trying to get clean.” The advocate arrives and speaks with the prisoner through the cell door. The prisoner tells the advocate, “I am not leaving the cell; I won’t make it out there.” The advocate explains, “If you tell me what is going on with you, I can speak with the judge and see what we can do to get you into a detox facility.” The prisoner tells the advocate he can’t go to detox as he does not have insurance, and when he went to detox in the past, he was discharged after three days. The advocate tells the prisoner, “If the judge agrees, we can have a court order issued to have you stay for 90 days. I can’t make any promises, but if you do not agree to leave the cell, I can’t help you.” The prisoner agrees and is escorted to the court. What communication style is the deputy using with the prisoner? (Select one.) Question 9 options: Directing Blaming Persuading Problem Solving Question 10 Scenario #2 A police supervisor is speaking with a patrol officer who has had several complaints filed against him for speeding. A citizen caller has accused the patrol officer of driving too fast on the highway, without his vehicle’s emergency lights or sirens activated. The supervisor reviewed the vehicle GPS and determined the patrol officer was going 90 miles per hour. When asked, the patrol officer reported he was trying to “follow” a possible speeder. But when the speeding vehicle saw the marked cruiser, it immediately slowed down, and the officer decided not to pull the car over. After hearing the explanation, the supervisor does not agree with the officer's actions based on his past history. He tells the officer that although the policy allows him to “follow” a speeding car, he feels the officer is using this as an excuse. He tells the officer, “This is the last time I am covering for you. All of this is your fault. You better straighten up, or you're off the road!” Per policy, the supervisor is required to report his findings to the caller. The supervisor phones the caller and tells her that he spoke with the officer, who explained his conduct. The supervisor also informs the caller that based on the explanation, the patrol officer was acting within the scope of department policy. The supervisor adds that he did give the officer a verbal reprimand. The caller is not pleased with the outcome and demands the officer be issued a citation for speeding “before someone gets killed!” The supervisor tells the caller, “The officer was within the policy to ‘follow’ a speeding vehicle. He was also within his discretion not to pull the car over.” After explaining department policy and the law to the caller, the caller states she is unhappy and wants to speak with the police chief. The supervisor tells the caller that he understands how upsetting seeing an officer speeding may be, but under the circumstances, the officer cannot be issued a ticket. The caller eventually accepts the explanation with the supervisor’s assurance that the officer was spoken to and warned. What communication style is the supervisor using with the caller? (Select all that apply) Directing Problem Solving Persuading Blaming 1-3 Quiz: Module one What are the two types of communication? Select one. Question 1 options: Professional and personal communication Verbal and nonverbal communication Audio and video communication Phone and text communication Question 2 Having a guardian mindset helps build trust with the community. Question 2 options: True False Question 3 When speaking with people, it is important to be aware of your state of mind. What are some characteristics that can impede communication? Select all that apply. Question 3 options: Feeling upset about your duty assignment Having a recent argument with your supervisor Not liking your partner Being in a good mood Question 4 What part of an oral presentation or speech contains the bulk of the speaker's message? Select one. Question 4 options: Body Introduction Summary Conclusion Question 5 Which are nonverbal cues of someone who is angry? Select all that apply. Question 5 options: Clenched fists Pursed lips Bladed body position Smile Question 6 Email is a very useful means of communicating within an organization. What are some practices that should be avoided? Select all that apply. Question 6 options: Sending a “cc” (carbon copy) to everyone Making sure you spell check and proofread Making sarcastic comments Not responding in a timely manner Question 7 Which is an appropriate use of mobile data terminals (MDTs)? Select one. Question 7 options: MDTs are useful for keeping track of dinner breaks. MDTs allow officers to be dispatched to calls without use of two-way radios. MDTs enable officers to send personal text messages to each other. MDTs allow officers to check their social media accounts while working. Question 8 Which communication channel is most appropriate to inform your supervisor you will be in a meeting for the remainder of the day? Select one. Question 8 options: Skype Email Twitter Facebook Question 9 An officer has been involved in a serious use of force incident. What is the most appropriate method to communicate with the chief of police? Select one. Question 9 options: Phone call or face-to-face Social media post Email Contact the Press Question 10 Which communication channel offers the possibility of the clearest communication, as it incorporates both verbal and nonverbal cues? Select one. Question 10 options: Phone call Email communication Letter Face-to-face communication