1. Interpersonal Communications Law Enforcement II

2. Copyright and Terms of Service Copyright © Texas Education Agency, 2011. These materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA. 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA. 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. Contact TEA Copyrights with any questions you may have.TEA Copyrights Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 2

3. Goals of Communication 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 3

4. Harmonizing Role and Voice 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. Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 4

5. Delivery System 93% of your success in communication depends on the delivery system used. Tone is extremely important Tone = Attitude Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 5

6. Encoding and Decoding 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. Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 6

7. Frame of Reference Sender and receiver’s background and experiences ◦Education ◦Race ◦Sex ◦Personality ◦Culture Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 7

8. Codes Code – a symbol that carries the message Three types of code: ◦Language (verbal) ◦Paralanguage (vocal) ◦Nonverbal (visual) Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 8

9. Codes (continued) 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 9 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

10. Kinetic Communication 65% body language 7% verbal content 12% voice quality 16% misc symptoms Verbal kinetic signals are easier to control than non-verbal Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 10

11. Channel of Message 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 11 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

12. Feedback 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 12

13. Communication Barriers 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 13

14. Facial Expressions 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 14

15. Body Movements/Gestures 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 15

16. Listening Physical Barriers Semantic Barriers (word meaning) Personal Barriers Gender Barriers 16 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

17. Five Stages of Listening 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 17

18. Field Notes 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 18 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

19. Information Noted People’s descriptions, from head to toe Other Property Date and time Exact location Other important info 19 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

20. Information Noted (continued) 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. 20 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

21. Who? 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 21

22. What? 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 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 22

23. Where and When? Exact time and location the offense occurred Reference points, maps used Type of victims, witnesses, and suspects in relation to crime Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 23

24. Why? and How? 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 24 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

25. Two Systems of Note-Taking 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 25 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission.

26. Advantages of Field Notes Provides recall at a later time and date Advantages of field note-taking Officer separates facts Not relying on memory Helps prepare for court Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 26

27. Rules for Complete Note-Taking Record only important information Alternate between listening and writing Ask questions then review notes Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 27

28. Characteristics of a Good Report Accurate Concise and explicit Complete Clear Legible Objective Grammatically correct Correct spelling Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 28

29. Organizing the Report Gather information Analyze the facts Organize the information ◦Chronologically ◦Categorically ◦Both Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 29

30. Elements of a Report 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! Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 30

31. Types of Reports Incident Report or Offense Report Miscellaneous Incident Report (non- criminal or minor offenses) Arrest Report Supplemental Report Field Interview Card (developing intelligence) Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 31

32. Resources Arlington Police Academy training/TCLEOSE standards Hamilton, Cheryl. Communicating for Results. Wadsworth, Thomson Learning. U.S., 2001 Copyright © Texas Education Agency 2011. All rights reserved. Images and other multimedia content used with permission. 32