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1 Enabling Objectives Define communication and interpersonal communication List the different types of Police/Citizen interactions Be able to identify the 3 different basic parts of interpersonal communication Identify the different types of learned behaviors List the 7 different types of non-verbal communication List the 5 different categories of Kinesics behavior Be able to list the 4 different categories of individual space 2 Enabling Objectives Identify the Intervention Skills Model List the 3 parts of positioning List the 3 steps of posturing List the 4 steps in observing List the 4 parts of listening 3 People may forget what you said, but they will never forget how you made them feel Carl W. Buechner When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion Dale Carnegie Speech is power, speech is to persuade, to convert, to compel. It is to bring another out of his bad sense into your good sense Ralph Waldo Emerson 4 What is Communication? • An act or instance of transmitting • Information • A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior • A technique for expressing ideas effectively • The technology of the transmission of information Merriam - Webster 5 What is Interpersonal Communication? Requires people to understand the dynamics of sending and receiving both verbal and nonverbal messages The most simple definition Communication with other people 6 Barriers to Communications Physical barriers Perceptual barriers Emotional barriers Cultural barriers Language barriers Gender barriers Interpersonal barriers 7 Types of Police/Citizen Interactions Face-to-face (One-to-one, small groups, large groups) Dispatched calls Traffic encounters Interviews Media briefings Other conversations Any other type of face-to-face interactions? FORMAL INTERACTION 8 Types of Police/Citizen Interactions Electronic interactions Telephone / Cell phone Email Web cast (Skype) Written interactions Letters Summons to court Any other electronic or written interactions? INFORMAL INTERATCTION 9 3 Basic Parts of Interpersonal Communication The message intended The message sent The message received 10 The Message Intended What you are trying to say to someone to make them understand It is very important to be sure what you want to say or to be as clear as possible about the message you are trying to send Do not assume the other person knows what you are trying to say One must realize what you may say to one person may have another meaning to another 11 The Message Intended Various variables to consider when formulating your message Age Race Religion Economic status Education Any other considerations? 12 The Message Sent Important factors of the message sent Body language Standing with your hand on your weapon Having your arms folded Tone of voice Yelling Sounding condescending 13 The Message Received Listening is the most crucial element of receiving a message!!!!! To listen effectively it is most important to suspend judgment until you have all the information Critical steps in the listening process: Good positioning Being Observant Good Posture 14 Sociological Factors in Interpersonal Communications Sociology is the study of society One of the basic premises on which sociology operates is most behaviors of people is learned This means we act the way we do because we learned our behavior patterns during the developmental years of life 15 Different Type of Learned Behaviors Prejudice Unreasonable feelings, opinions, or attitudes, of a hostile nature, regarding a racial, religious, or national group Race, Gender, Religion, Sexual Orientation, Body Type Stereotype Stereotypes are the assumption or belief that all members of a particular group are the same Southern people are all rednecks, All Irish people are drunks, All Jewish people are rich, All Indians own 7-Eleven and dry cleaners Ethnocentrism Ethnocentrism is the tendency to believe that one's ethnic or cultural group is centrally important and that all other groups are measured in relation to one's own Cherokee Indian Removal Act/President Jackson, Holocaust/Hitler 16 Different Type of Learned Behaviors Realization The act of realizing or the state of being realized Empathy Identification with and understanding of another's situation, feelings, and motives 17 Non-Verbal Communication Nonverbal communication is the process of signaling meaning through interpersonal behavior which does not involve spoken words 18 7 Types of Nonverbal Communication Paralanguage Facial expressions Occulesics Kinesics Proxemics Cultural consideration Tactile 19 Paralanguage (1) Not what is said but how something is said How we use our voice to communicate messages is very important Active emotions Anger and fear Fast rate of speech Loud volume High pitch “Blaring” tone Sadness Slower rate of speech Lower volume Lower pitch More resonant quality 20 Facial Expression (2) The face may be the most important body area through which nonverbal cues are conveyed The face’s importance in communication can be problematic because of the complexity of facial expressions Facial expression examples: Happiness, sadness, anger, fear, disgust, surprise 21 Occulesics (3) Occulesics refers to eye behavior What we do with our eyes during speaking and listening How we regulate conversations and how we manage relationships with strangers, acquaintances, and intimates depends upon eye and visual behavior 22 Why People Avoid Eye Contact Individuals may be attempting to maintain privacy during heightened emotional states causing them to turn inward with their thoughts A person may also avoid eye contact as a result of increased cognitive load 23 Kinesics (4) Kinesics is a Greek word meaning body motion or movement Kinesics refers to how movement of the body sends messages to others Scientist have learned facial expressions, gestures, posture, and other body movements transmit messages that either reinforce or contradict the spoken message 24 5 Different Categories of Kinesics Behavior Emblems Illustrators Regulators Adapters Affect displays 25 Emblems (1) Emblems are instances of nonverbal behavior that can stand alone in no verbal behavior is necessary for understanding the message A thumbs up sign is generally meant to convey success or agreement 26 Illustrators (2) Illustrators are nonverbal behaviors which accompany speaking in order to illustrate what is being said Wiping your forehead as you say “Boy, it is very hot today”, is an example of an illustrator The nonverbal act like the one listed above helps get the point across much more dramatically than using words alone 27 Regulators (3) Regulators accompany speech for the purpose of regulating conversation Examples: Raising one’s hand to gain the floor Openings one’s palm to relinquish the floor Turning away from a speaker to indicate a lack of interest 28 Adapters (4) Adapters are release mechanisms for emotional arousal and include such behaviors as scratching, rubbing, or massaging Example: Someone rubbing his/her nose and at the same time pushing their glasses up 29 Affect Displays (5) Affect displays are behaviors used primarily to convey an emotional or affective state Often these are facial expressions can communicate: Happiness (smiling) Sadness (frowning) Anger (scowling) Boredom (folding arms) Other affective behavior 30 Conclusion to Kinesic Behaviors Emblems are most conscious and intentional Illustrators, regulators, and affect displays are used many times without conscious thought Adapters would be the least likely kinesic behavior to be consciously used to communicate our emotions Learning these behaviors is an advantage to L.E.O. 31 Proxemics (5) The study of the nature, degree, and effect of the spatial separation individuals naturally maintain (as in various social and interpersonal situations) and of how this separation relates to environmental and cultural factors (Merriam – Webster) Simply put, an individual puts an imaginary personal space boundary around themselves and allows only certain people into these imaginary spaces 32 4 Categories of Individual Space Intimate Extends from actual physical contact outward, from 6 to 18 inches. Only close friends can enter this space Personal Continues from 18 inches outward to 4 feet. Personal and business acquaintances can enter this space Social Encompasses distances of 4 feet to 12 feet. Informal business and formal social contacts can enter this space Public Includes everything 12 feet and beyond 33 Things to Remember about Proxemics When uninvited persons violate another’s personal space and approach the intimate space, the intrusion invokes tension, fear, and a sense of being crowded A person who’s space has been invaded may react with the FIGHT-or-FLIGHT response An invasion of an individual’s personal space produces anxiety, and most people find it increasingly difficult to lie when they feel crowded 34 Things to Remember about Proxemics It is also very important to understand that during the communications process when an officer enters into the personal/intimate space of another, he/she does so with the understanding that the danger level rises One must present themselves in a manner that would not adversely affect the communication process but at the same time have his/her safety as priority Staying safe can be accomplished by positioning oneself in a manner that he/she has their shoulders facing squarely towards an individual but at the same time having his/her weapon side leg positioned 20 or so inches behind an imaginary line drawn from their non-weapon leg 35 Things to Remember about Proxemics Lastly, positioning oneself properly allows for coordinated reactions in an emergency situation and also removes the officers weapon away from the individual 36 Cultural Considerations (6) The United States has become a multi-cultural nation 3 components of the communicative process within the different cultures are: Language Culture Ethnicity These 3 components are important factors in the formation of a self-concept as well as in the development of cognitive and coping skills 37 Cultural Considerations (6) Each culture has different “rules” regarding speaking and listening Awareness of these cultural rules enables officers to be sensitive and responsive to the expectations and restrictions governing the communication process of the culture What might be acceptable behavior in one culture may not be acceptable in another One must empathize with other cultures to be successful in interpersonal communications 38 Tactile (7) Definition: That can be perceived by the touch; tangible Of, having, or related to the sense of touch Touching is one of the primary forms of nonverbal communication Touch is basic to human existence 39 Tactile (7) Touching can be classified into 5 types 1. Functional = Professional Doctor, hair stylist, counselor, etc…. These and other professionally related types of touching have certain expectations of touch Unnecessary or inadequate touching can and will lead to problems or non verbal confusions 2. Social = Polite Handshakes, hugs, kiss on cheeks, etc.... 40 Tactile (7) 3. Friendship = Warmth Athletic butt-slap, back patting, high fiving, etc…. 4. Love = Intimacy Meaningful hugs, kissing, neck rubs, etc…. 5. Sexual = Close intimate Self explanatory 41 Intervention Skills Model The Basics / 4 Sizing up Skills Position Posture Observe Listen 42 Sizing Up Skills The Basics of sizing up skills is it helps you know what’s happening in any situation Sizing up helps you avoid costly mistakes and maximizes the changes that your decisions and actions will be effective and accurate Sizing up works because it gets you ready to use info to manage and often to prevent problems Using the Basics is always appropriate because you always need to size up every situation 43 Positioning (1) Positioning means putting yourself in the best possible place to see and hear individuals or groups This helps you see and hear what you need to It also helps you carry out your duties to protect yourself and the keep minor incidents from becoming major ones Physically positioning yourself in relationship to an individual or group is very important in maintaining safety and to control situations Positioning also communicates interest to citizens which give them a feeling of security and that you are the protection to which they are entitled 44 3 Parts of Positioning Distancing Facing Squarely Looking Directly 45 Distancing (1) The first principle of distancing is to keep SAFE! The distance must be safe, but you must also be able to see and hear what is going on whenever possible 46 Facing Squarely (2) Facing squarely or fully ensures that your position gives you the most effective line of vision Facing squarely or fully helps you size up a situation You can see best when you are directly facing persons When your goal is communication with persons, this also lets them know you are open to hearing them 47 Looking Directly (3) When positioning yourself, you should look directly at the area or person(s) you are managing Looking directly at a group often involves looking at their eyes You will be able to get important clues by observing their eyes and their facial expressions closely By you looking directly at a person it tells them you mean business and are not threatened Eye contact may also be the best way of communicating interest 48 Posturing (2) Your posture is how you carry yourself Using good posture means holding your body in a way that shows strength, confidence, interest, and control When you appear strong and confident, people will believe you are strong and confident 49 3 Steps of Posturing Standing Erect Eliminating Distracting Behaviors Inclining Slightly Forward 50 Standing Erect (1) Shows STRENGTH & CONFIDENCE When you stand erect you get rid of distracting behaviors You let people know you are in full physical control In control not only of your own body but of the whole situation Any officer without respect is open to embarrassment and abuse 51 Eliminating Distracting Habits (2) A person who can’t stand steady is seen as nervous Biting nails, foot-tapping, and other distracting behaviors do not communicate confidence and control Standing stiff like a board does not communicate confidence and control either You should not feel tension in your body after you have eliminated distracting behaviors By eliminating distracting habits, you can do a lot to show your strength and confidence 52 Inclining Forward (3) Inclining forward can communicate interest and concern Inclining yourself forward can also show confidence by reinforcing the idea that all your attention and potential energy is committed to job performance Inclining yourself forward can also help you to communicate your interest when you choose to provide any human service 53 Observing (3) Observing is the ability to notice and understand individuals and groups appearances, behaviors, and environment Careful observation of actions will tell you most of what you need to know about people, their feelings, and their difficulties. 54 4 Steps in Observing Looking carefully at behavior, appearance, and environment Making inferences about feelings, relationships, energy level, and values Deciding normal / abnormal Deciding trouble / no trouble 55 Looking at Behavior, Appearance, & Environment (1) Behavior is a nonverbal cue provided by something a person does while conscious and active Two people holding hands, a person looking in a store Appearance is a nonverbal cue that a person might display even if they were unconscious or dead A person being black or white, a person is old or young Environment means the particular people and things a person have around them in a particular place “What is he doing right now?” 56 Drawing Inferences (2) Inferences are the initial conclusions you come to as the result of observing people You take in visual cues related to appearance, behavior, and environment These cues are really “clues” which show you something about a person’s feelings, relationships, energy levels, and values The more observations you make, the more inferences you can draw 57 Drawing Inferences About Feelings An officer can use his/her observing skills to draw inferences about how an individual or an entire group of people are feeling Knowing how a person is feeling is critical in determining where a person really is mentally at a certain point in time A person might use the feeling word “happy” to describe a person who is smiling A person might use the feeling word “tense” to describe a person who is pacing while wringing their hands 58 Drawing Inferences About Relationships Besides being aware of nonverbal cues which indicate the feelings of a person, and officer can further increase their effectiveness in management by looking for cues which indicate the nature of the relationships between himself and the people they work with and the community they serve Relationships and feelings can be categorized as positive, negative, or neutral Among persons, relationships of power are critical Knowing the relationship within and between groups is crucial 59 Drawing Inferences About Energy Level Energy levels tell us a great deal about how much and what type of trouble a person can and/or may cause Persons with a low energy levels are reluctant to initiate anything Persons with moderate energy levels actively engage in most activates Persons with high energy levels participate in all that is required but also make use of physical fitness programs and many other activities 60 Drawing Inferences About Values It is very important to understand as much as possible about a person’s values Every person has 3 basic environments The place where they live The place where they work And the place where they learn A general rule is: What a person gives their energy to is of value to them The more energy given, the higher the value 61 Inferences Overview The reason for your inferences is they should be visual cues related to behaviors, appearances, and environment Inferences stand the best chance of being accurate if they are based on detailed and concrete observations rather then on vague and general ones Inferences are based on your previous observations of behaviors and appearances 62 Deciding Whether Things Are Normal / Abnormal (3) Your past observations and past inferences you have made about a person can help you determine whether a particular person is in a “normal” or “abnormal” condition at any point in time 63 Deciding Whether There is Trouble / No Trouble (4) This decision should be based on your observations and your knowledge of community (street) life Observing appearance and behavior is usually the quickest and most accurate way to detect whether or not a given individual is really having a problem Your observations will allow you to anticipate problems so that you can prepare for their possible impact on other people, on you, other officers, or the person themselves Remember nonverbal behavior accounts for 65% to 90% of any spoken message 64 Listening (4) Listening is the ability to hear and understand what people are really saying Listening also involves your ability to hear and accurately recall all the important verbal cues used by people Listening helps you hear the signals from people while things are still at the verbal stage so you can take appropriate action to manage situations before they get out of hand 65 Listening (4) You should get ready for listening by using the basics to listening: positioning, posturing, and observing A good position will obviously help you hear better Posturing, while less important in terms of listening for good management, is essential when you are listening to a person who really wants to talk to you Your observing skills can not always be used to promote listening Visual observations can on the other hand help you to understand the implications of what your are hearing 66 Listening (4) You can not listen effectively to people if you have other things on your mind You have to focus on the person to whom you are listening to 67 4 Parts of Listening Suspend judgment Pick out key words Identify intensity Reflect on mood 68 Suspend Judgment (1) If your goal is to get more information from people, you need to open people up more Suspending judgment can assist you with that It is hard at times to listen without immediately judging because many people with whom you must deal with get defensive (clam up or get upset) very quickly Listening means suspending your own judgment temporarily so you can really hear what is being said 69 Pick Out Key Words (2) There are key words and phrases to listen for Examples: Kill Depressed Snitch Honky Listening means picking out key words and phrases 70 Identify Intensity (3) Statements can be made with varying intensity (high, moderate, and low) The louder the statement, the more intense it is A wavering voice may signal a lot of emotion High intensity statements are a real sign of danger Listening means determining whether the intensity of a person’s speech is high, medium, or low 71 Reflect on What the Mood is (4) “Mood” here means what people are feeling Listening means determining whether a mood is positive, neutral, or negative and whether this mood is normal or abnormal 72 Summary L.E.O.s must have effective communication skills in order to have additional courses of action when responding to calls for service Being good listeners, understanding the importance of posturing, distancing, and other nonverbal communication skills allows officers to calm violent and potentially violent situations and resolve them in a peaceful manner 73