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Interpersonal Communications

Interpersonal Communications. Law Enforcement II. The student will be able to: Use communication skills to evaluate body language, gestures, verbal tone, and inflection. Use interpersonal communication skills.

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Interpersonal Communications

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  1. Interpersonal Communications Law Enforcement II

  2. The student will be able to: • Use communication skills to evaluate body language, gestures, verbal tone, and inflection. • Use interpersonal communication skills. • Use writing skills to facilitate effective field note taking and report writing, such as police incident reports. Objectives

  3. Increased officer safety • Enhanced professionalism • Fewer complaints • Less vicarious liability • Less personal stress “Communication is the process of people sharing thoughts, ideas, and feelings with each other in commonly understandable ways.” - Cheryl Hamilton Goals of Communication

  4. The following elements of a communicator change the behavior of the listener: • Message content 7-10% • Voice 33-40% • Body language 50-60% • Communication is both intentional and unintentional. • People believe the voice rather than the role. Harmonizing Role and Voice

  5. 93% of your success in communication depends on the delivery system used. • Tone is extremely important • Tone = Attitude Delivery System

  6. Encoding – the process of putting a message into the form in which it is to be communicated. • Decoding – the process the receiver goes through while trying to interpret the exact meaning of a message. Encoding and Decoding

  7. Sender and receiver’s background and experiences • Education • Race • Sex • Personality • Culture Frame of Reference

  8. Code – a symbol that carries the message • Three types of code: • Language (verbal) • Paralanguage (vocal) • Nonverbal (visual) Codes

  9. Language • Written or spoken words • Communicates thoughts and feelings • Paralanguage • Tone of voice • Pitch • Rate • Volume • Emphasis • Nonverbal • Intentional • Unintentional • Facial expressions • Eye contact • Gestures • Appearance • Posture • Size Codes (continued)

  10. 65% body language • 7% verbal content • 12% voice quality • 16% misc symptoms • Verbal kinetic signals are easier to control than non-verbal Kinetic Communication

  11. Determining the most appropriate channel: • Importance of the message • Needs and abilities of the receiver • The amount and speed of feedback • The necessity of a permanent record • Cost of the channel • The level of formality or informality desired Channel of Message

  12. Feedback – verbal and visual responses to a message • Improves the accuracy and productivity of individuals and groups • Increases employee satisfaction with the job • Less role conflict • Lower stress • Less absenteeism • Lower turnover Feedback

  13. Noise – anything that interferes with communication by distorting or blocking out the message • Environment –the time, place, and physical and social surroundings • Climate – organizations, and social and work environment Communication Barriers

  14. Comprises most nonverbal communication • Often difficult to interpret • The eyes have the most expressive and profound impact on communication. • Shows interest and attentiveness • Signals wish to participate or be left alone • Controls the flow of communication Facial Expressions

  15. Emblems –carry an exact verbal meaning • Illustrators –add to or clarify verbal meaning • Regulators – control the flow of a conversation • Adapters – habitual movements we use in times of stress Body Movements/Gestures

  16. Physical Barriers • Semantic Barriers (word meaning) • Personal Barriers • Gender Barriers Listening

  17. Sense – hear what is important to the speaker • Interpret – assign meaning to what is seen, heard, and felt • Evaluate – determine the speaker’s credibility and message’s importance • Respond – react to the speech, usually through nonverbal cues • Remember – retain parts of the message in memory Five Stages of Listening

  18. Brief notations concerning specific events and circumstances that are recorded while still fresh in the officer’s mind; they are used to prepare a report. • Uses • Report Writing • Courtroom Field Notes

  19. People’s descriptions, from head to toe • Other Property • Date and time • Exact location • Other important info Information Noted

  20. Vehicles: • C– color (top-to-bottom) • Y– year model • M– make (manufacturer) • B– body style (2dr, 4dr) • A– and • L– license plate • S– state (license plate) • Any other distinguishing marks, damage, stickers, etc. Information Noted (continued)

  21. Persons involved should be identified by roles: suspect, victim, etc. • Correct spellings • Complete name, home address and phone number, and work address and phone number • Any aliases used • Sex and race • Occupation, if employed • Student/school Who?

  22. The type of offense committed • The type of property involved • The means of transportation used, if any • Statements made • Speech impediments • Unusual words or phrases What?

  23. Exact time and location the offense occurred • Reference points, maps used • Type of victims, witnesses, and suspects in relation to crime Where and When?

  24. Why • Motive or cause • Revenge • Monetary gain • Drug addiction • Accidental • How • Event occurred • Property obtained • Suspect approached • Suspect gained access/entry • Exited/left the scene Why? and How?

  25. Permanent – must contain all pertinent information because it is subject to review by court • Temporary – should be thorough and organized even though they will be discarded after the report is written Two Systems of Note-Taking

  26. Provides recall at a later time and date • Advantages of field note-taking • Officer separates facts • Not relying on memory • Helps prepare for court Advantages of Field Notes

  27. Record only important information • Alternate between listening and writing • Ask questions then review notes Rules for Complete Note-Taking

  28. Accurate • Concise and explicit • Complete • Clear • Legible • Objective • Grammatically correct • Correct spelling Characteristics of a Good Report

  29. Gather information • Analyze the facts • Organize the information • Chronologically • Categorically • Both Organizing the Report

  30. Verify that the offense or incident occurred • Identify leads and solvability factors • Communicate the circumstances of the crime or incident • Identify the investigative tasks completed and those to be completed • Don’t forget to ask if the victim wants to prosecute! Elements of a Report

  31. Incident Report or Offense Report • Miscellaneous Incident Report (non-criminal or minor offenses) • Arrest Report • Supplemental Report • Field Interview Card (developing intelligence) Types of Reports

  32. Arlington Police Academy training/TCLEOSE standards • Hamilton, Cheryl. Communicating for Results. Wadsworth, Thomson Learning. U.S., 2001 Resources

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