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Enabling ObjectivesDefine communication and interpersonal

communicationList the different types of Police/Citizen

interactionsBe able to identify the 3 different basic parts of

interpersonal communication Identify the different types of learned behaviorsList the 7 different types of non-verbal

communicationList the 5 different categories of Kinesics behaviorBe able to list the 4 different categories of

individual space

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Enabling ObjectivesIdentify the Intervention Skills Model List the 3 parts of positioningList the 3 steps of posturingList the 4 steps in observingList the 4 parts of listening

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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 emotionDale 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

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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

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What is Interpersonal Communication?Requires people to understand the dynamics

of sending and receiving both verbal and nonverbal messages

The most simple definitionCommunication with other people

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Barriers to CommunicationsPhysical barriersPerceptual barriersEmotional barriersCultural barriersLanguage barriersGender barriersInterpersonal barriers

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Types of Police/Citizen Interactions

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Types of Police/Citizen InteractionsElectronic interactions

Telephone / Cell phoneEmailWeb cast (Skype)

Written interactionsLettersSummons to court

Any other electronic or written interactions?

INFORMAL INTERATCTION

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3 Basic Parts of Interpersonal CommunicationThe message intended

The message sent

The message received

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The Message IntendedWhat you are trying to say to someone to

make them understandIt 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

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The Message IntendedVarious variables to consider when

formulating your messageAgeRaceReligionEconomic statusEducationAny other considerations?

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The Message SentImportant factors of the message sent

Body language Standing with your hand on your weapon Having your arms folded

Tone of voice Yelling Sounding condescending

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The Message ReceivedListening 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

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Sociological Factors in Interpersonal CommunicationsSociology 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

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Different Type of Learned BehaviorsPrejudice

Unreasonable feelings, opinions, or attitudes, of a hostile nature, regarding a racial, religious, or national group Race, Gender, Religion, Sexual Orientation, Body Type

StereotypeStereotypes 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

EthnocentrismEthnocentrism 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

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Different Type of Learned BehaviorsRealization

The act of realizing or the state of being realized

EmpathyIdentification with and understanding of another's

situation, feelings, and motives

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Non-Verbal CommunicationNonverbal communication is the process of

signaling meaning through interpersonal behavior which does not involve spoken words

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7 Types of Nonverbal CommunicationParalanguageFacial expressionsOcculesicsKinesicsProxemicsCultural considerationTactile

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Paralanguage (1)Not what is said but how something is saidHow we use our voice to communicate

messages is very importantActive emotions

Anger and fear Sadness Fast rate of speech Slower rate of speech Loud volume Lower volume High pitch Lower pitch “Blaring” tone More resonant quality

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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

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Occulesics (3)Occulesics refers to eye behaviorWhat we do with our eyes during speaking

and listeningHow we regulate conversations and how we

manage relationships with strangers, acquaintances, and intimates depends upon eye and visual behavior

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Why People Avoid Eye ContactIndividuals 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

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Kinesics (4)Kinesics is a Greek word meaning body

motion or movementKinesics refers to how movement of the body

sends messages to othersScientist have learned facial expressions,

gestures, posture, and other body movements transmit messages that either reinforce or contradict the spoken message

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5 Different Categories of Kinesics BehaviorEmblemsIllustratorsRegulatorsAdaptersAffect displays

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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

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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

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Regulators (3)Regulators accompany speech for the

purpose of regulating conversationExamples:

Raising one’s hand to gain the floorOpenings one’s palm to relinquish the floorTurning away from a speaker to indicate a lack

of interest

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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

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Affect Displays (5)Affect displays are behaviors used primarily

to convey an emotional or affective stateOften these are facial expressions can

communicate:Happiness (smiling)Sadness (frowning)Anger (scowling)Boredom (folding arms)Other affective behavior

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Conclusion to Kinesic BehaviorsEmblems are most conscious and intentionalIllustrators, 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.

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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

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4 Categories of Individual SpaceIntimate

Extends from actual physical contact outward, from 6 to 18 inches. Only close friends can enter this space

PersonalContinues from 18 inches outward to 4 feet. Personal

and business acquaintances can enter this spaceSocial

Encompasses distances of 4 feet to 12 feet. Informal business and formal social contacts can enter this space

PublicIncludes everything 12 feet and beyond

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Things to Remember about ProxemicsWhen 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

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Things to Remember about ProxemicsIt 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

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Things to Remember about ProxemicsLastly, positioning oneself properly allows for

coordinated reactions in an emergency situation and also removes the officers weapon away from the individual

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Cultural Considerations (6)The United States has become a multi-

cultural nation3 components of the communicative process

within the different cultures are:LanguageCultureEthnicity

These 3 components are important factors in the formation of a self-concept as well as in the development of cognitive and coping skills

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Cultural Considerations (6)Each culture has different “rules” regarding

speaking and listeningAwareness 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

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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

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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 confusions2. Social = Polite

Handshakes, hugs, kiss on cheeks, etc....

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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

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Intervention Skills ModelThe Basics / 4 Sizing up Skills

Position

Posture

Observe

Listen

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Sizing Up SkillsThe Basics of sizing up skills is it helps you

know what’s happening in any situationSizing 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

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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

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3 Parts of Positioning

Distancing

Facing Squarely

Looking Directly

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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

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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

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Looking Directly (3)When positioning yourself, you should look

directly at the area or person(s) you are managingLooking directly at a group often involves looking

at their eyesYou 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

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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

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3 Steps of Posturing

Standing Erect

Eliminating Distracting Behaviors

Inclining Slightly Forward

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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

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Eliminating Distracting Habits (2)A person who can’t stand steady is seen as

nervousBiting 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

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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

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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.

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4 Steps in ObservingLooking carefully at behavior, appearance,

and environment

Making inferences about feelings, relationships, energy level, and values

Deciding normal / abnormal

Deciding trouble / no trouble

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Looking at Behavior, Appearance, & Environment (1)Behavior is a nonverbal cue provided by something a

person does while conscious and activeTwo 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 deadA 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?”

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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

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Drawing Inferences About FeelingsAn 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

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Drawing Inferences About RelationshipsBesides 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

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Drawing Inferences About Energy LevelEnergy 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

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Drawing Inferences About ValuesIt is very important to understand as much as

possible about a person’s valuesEvery person has 3 basic environments

The place where they liveThe place where they workAnd the place where they learn

A general rule is: What a person gives their energy to is of value

to themThe more energy given, the higher the value

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Inferences OverviewThe 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

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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

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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

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Listening (4)Listening is the ability to hear and

understand what people are really sayingListening 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

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Listening (4)You should get ready for listening by using the basics

to listening: positioning, posturing, and observingA good position will obviously help you hear betterPosturing, 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

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Listening (4)You can not listen effectively to people if you

have other things on your mindYou have to focus on the person to whom you

are listening to

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4 Parts of ListeningSuspend judgment

Pick out key words

Identify intensity

Reflect on mood

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Suspend Judgment (1)If your goal is to get more information from

people, you need to open people up moreSuspending judgment can assist you with thatIt 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

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Pick Out Key Words (2)There are key words and phrases to listen for

Examples:KillDepressedSnitchHonky

Listening means picking out key words and phrases

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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

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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

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SummaryL.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