Community PolicingCommunity Policing

Chapter 6

Communicating Effectively-

One-on-One

ObjectivesObjectives

Students will know how someone’s world view is largely created

Why 2 people may see the same thing differently

What the basic rule of semantics isWhat officers must recognize in themselvesThe difference in prejudice and

discrimination

Objectives Cont..Objectives Cont..

What empathy is What networks are What the communication process consists of What individual characteristics are important in the

communication process What can improve communication What are common barriers to effective

communication Why police officers may have more barriers to

communications than other professionals

Objectives Cont…Objectives Cont…

Why effective listening is often difficultWhat the primary effect isWhat the 4 minute barrier isWhat two human relations practices used in

business might be adopted for improving police-community relations

What networking is and how it functions

IntroductionIntroduction

This chapter is about understanding yourself which is a prerequisite for effective interpersonal relationships. It is followed by an explanation of understanding others and the nature of interaction between police and citizens. We explore types of communication both verbal and non-verbal. We will also look at communication enhancers, barriers, and active listening. The chapter also looks at the primary effect and the 4 minute barrier.

Understanding One’s SelfUnderstanding One’s Self

Officers who seek to build effective relationships with the citizens they serve must 1st understand themselves and the potential barriers to such relationships

They need to know their own level of self esteem

Understanding One’s Self Understanding One’s Self Cont…Cont…

Officers need to understand how their view of the world has been shaped and how it affects their interactions with others

Your world view is largely created by what you see and hear as you experience events

Perception-What is SeenPerception-What is Seen

What is seen may not always be trusted

That is why we have optical illusions

You have heard the statement “Is it half full or half empty”

PerceptionPerception

Perception is the process of becoming aware of something through the senses

Sight is the most important sources of perception

Two primary components of visual perception are the eye and the sensorium or the part of the brain that interprets what the eye takes in

PerceptionPerception

The eye handles nearly 5 million bits of information per second

But the sensorium has limited abilitiesIt’s resolving power is limited to about 500

bits per secondTherefore lots of stimuli fall by the waysideThe perception is in the eyes of the beholder

Perception Cont…Perception Cont…

The discrepancy between what the eye takes in and what the person actually processes accounts for why 2 people can witness the same thing a see it differently

Example: If a group of people are given a ruler and told to measure a book they would most likely come up with the same thing

Without a ruler they would have to rely on their experiences to measure which may result in prejudices and stereotyping

PerceptionPerceptionWhat is Heard vs What is SaidWhat is Heard vs What is SaidAggravation, disagreements, and conflict

result when there is something wrong with the speaker or listener or both

We have to be able to talk, write, and listen to others in our species in order to increase chances for us to survive together

We make things stand for for other things.This is called “symbolic process”

Perception Cont…Perception Cont…

As far as symbols we call an animal that goes “moo” and gives milk a ___

SymbolsSymbols

If it walks like a pig and acts like a pig it has got to be a _____

Perception Cont…Perception Cont…

Language is the most highly developed and most complicated form of symbolism

Most of our knowledge is acquired from our parents, friends, schools, newspapers, books, conversation, speeches, radio and it is received verbally as opposed to our experience

Classifications and LabelsClassifications and Labels

We have classifications and labels for everything based on our perceptions

Example: Would you want to win $1.00 or $1,000,000

We label using adjectives based on our prejudices and experiences things to be good or bad, big or small, shiny or dull etc..

Rule of SemanticsRule of Semantics

Don’t believe something is what you think it is until you are sure

Police officers tend to form what we call “perceptual shorthand”

They look at the “totality of the circumstances” to quickly access a situation to “read” a suspect and decide on a course of action.

Perceptual Shorthand can get officer’s injured because they tend to misread data before taking action

Police Officer PerceptionPolice Officer Perception

Officers can be injured by using shorthand perception as happened in the story on page 146/147

The officer made a routine traffic stop and noticed a decal on a veh that said it had something to do with a local soccer league.

Upon reaching the driver door the officer was shot in the chest because the car was stolen and the suspect stated he thought the officer knew the car was stolen

Preferences, Prejudice, Bias, Preferences, Prejudice, Bias, StereotypingStereotyping

First it is important for us to understand that no one can be completely objective

Everyone has conscious and unconscious preferences and prejudices

A preference is selecting someone or something over another

A prejudice is a negative judgment not based on fact

Is is an irrational, preconceived negative opinion

Preferences, Prejudice, Bias, Preferences, Prejudice, Bias, StereotypingStereotyping

Prejudices are associated with the dislike of a particular group, race, or religion

Everyone with middle east dissent should not be equated to what happened with 911 but prejudices have been formed based on new perceptions

Preferences, Prejudice, Bias, Preferences, Prejudice, Bias, StereotypingStereotyping

Prejudices are overgeneralizations and failure to consider individual characteristics

Example: “They all look alike”Prejudice is also referred to as “bias”“Bias” is a belief that inhibits objectivityTaken to the extreme, bias becomes hatredIt is important to understand this when

officers deal with hate crimes

StereotypingStereotyping

Stereotyping assumes that all people within a group are the same, that they lack individuality

Many people stereotype police officers based on what they see on television and past experiences dealing with the police

Police are equally guilty and classify people based on people that have encountered in the past

Police focus so much on crime that they develop a distorted view of who the bad guys really are

Stereotyping ContinuedStereotyping Continued

Stereotyping forces people to act out a certain way.

If you tell a child he is bad on a frequent basis the child may act out because he is labeled.

This is know as the self-fulfilling prophecy

PrejudicesPrejudices

Prejudices may lead to discrimination Allowing a preference to treating individuals or

groups or failing to treat equally It is alleged that male officers tend to write female

motorists warnings and issue tickets to males for the same violations

Prejudice is an attitude, discrimination is a behavior

Understanding OthersUnderstanding Others

To understand others does not mean you have to agree with them or sympathize with them

Understanding means sensing the view of the other person long enough to grasp a view of what their world is like

We have to have Empathy for others to be successful in understanding them

Understanding Others ContUnderstanding Others Cont

Empathy is a active process in which you try to learn all you can about another person instead of having a superficial awareness

Three ways to do this– Ask open ended questions– Slow down– Avoid snap judgments

Also know when to listen and stay quiet

NetworksNetworks

Networks are the “complex pathways of human interaction that guide and direct an individuals perception, motivation, and behavior

Networks are vital to effective communication The most important networks that are social are

family, neighbors, and friends If someone does not have any friends and their

family has nothing to do with them and the neighbors avoid them be cautious of them

Networks Cont..Networks Cont..

Peoples associations with others and their fundamental beliefs become part of reality

The Communication ProcessThe Communication Process

Communication is basically a transfer of information from one person to another

Communication involves a sender, a message, a channel, a receiver, and sometimes feedback

Important characteristics in communication include age, education, gender, values, emotional involvement, self-esteem and language skills

Officers need much training in language skills because they deal with people from all walks of life

Non-Verbal Communication and Non-Verbal Communication and Body LanguageBody Language

Includes everything except the actual words spoken

Body Language includes– Walking (fast, slow)– Posture (rigid, relaxed)– Eye Contact (direct,

indirect, shifting)– Gestures ( nod, shrug,

finger, point)– Physical Spacing (close,

distant)

Communication EnhancersCommunication Enhancers

They include describing, equality, openness, problem orientation, positive intent, and empathy

Equality- We are on the same team Openness- What do you think Problem Orientation-We are going to have to work

this out Positive Intent-Here is why I am asking you to do

this Empathy- I understand how you feel. I appreciate

your concern

Barriers to CommunicationBarriers to Communication

Officers may create more barriers to communication because of the image they convey and their position of authority

Common barriers include– Prejudices– Stereotypes– Lack of time– Use of police jargon– Lack of feedback– Failure to listen

Active ListeningActive Listening

Speakers usually prepare very well for a presentation and evaluate what they say very carefully.

They make sure their output is factual and accurate Officers can improve their listening effectiveness by:

– Working at listening– Concentrating– Looking for the main points– Listening between the lines– Noticing body language– Keeping an open mind and emotions in check– Not drawing conclusions and interrupting– Offering encouragement

NetworkingNetworking

Business and Industry have changes their basic approach towards employees as well as customers

Law enforcement needs to also recognize the importance of good customer relations and good service delivery

The EndThe End