Transcript AJ 53 – Police Field Operations

AJ 53 –
Police Field Operations
Chapter 4 –
Police Communications
The Importance of
Communication
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How has communication changed or evolved
over time?
Why is communication such an important
aspect of successful law enforcement?
What single form of law enforcement
communication do you think is the most
important ?
POST Perishable Skills Program requirements
Interpersonal Communications
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Communication = sending and receiving message
What happens when there is a breakdown in
communication?
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Friends, family, marriage, school, work...
Excellent communication skills are essential for
success as a peace officer!
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Speaking and Listening
Reading and Writing
Often involves convincing and persuading
Successful Communication
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Communication requires input from all
of the senses, not just words
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More input = more/better communication
Facial expression, tone/volume, body
language, proximity
Face-to-face communication gives the
most input
Limitations of…
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Telephone, cell phone
E-mail
Text-messaging
Mail
Barriers to Communication
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Language Skills
Fear or Anxiety
Preconceived
Expectations
Cultural Differences
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Alcohol and/or
Drugs
Misinterpretation of
Intended Message
External Distractions
Overcoming Barriers
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Each person may have different
communication needs/requirements
Build rapport prior to getting
information, convincing, or
persuading
Be aware of your own…
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Facial expressions
Body language, gestures
Tone of voice
Indicators of Receptivity
Receptive Signals
 Open hands/arms
 Open coat
 Loosen tie
 Open body posture
 Lean-in closer to
speaker
Non-Receptive Signals
 Crossed arms
 Closed body posture
 Close jacket
 Tighten tie
 Move away from
speaker
 Place barrier between
speaker
Personal & Cultural
Considerations
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Personal Space
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Physical Contact
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Barriers, distractions,
Eye Contact
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Standing, sitting, same or different level
Hand Gestures
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Some people are very “touchy”
Positional Relationship
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Comfort zones vary greatly
Avoidance may indicate respect, guilty conscious, lying
Silence or Prolonged Pauses
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Reflection, distraction, etc.
Listening vs. Hearing
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What is the difference and which is more
important?
Barriers to Listening and Hearing
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Disinterest, inattention, distractions, boredom, etc.
Active-Listening Communication Skills
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Appropriate eye contact, body language
Reflective comments
Allow pauses for recall of information
Law Enforcement
Communications Systems
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Functionality
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Compatibility
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Emergencies, longevity
Security and Confidentiality
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Allowing interface throughout department
Dependability
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Up-to-date equipment to meet all needs
Regular maintenance and updates
Protected environment, back-up plan, anti-hacking
software
Speed and Accuracy
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Multi-trunk lines, ten-codes, etc.
Intradepartmental
Communications
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Formal and informal communications within a
department
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Must be clear, accurate, timely
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General Orders, Policies & Procedures
Training Bulletins
Transfers and Assignments
Interdivisional exchange of information is crucial
to successful operations/investigations
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Divisional, vertical, lateral, etc.
Patrol, Detectives, SWAT, Training, etc.
Public Information Officer (PIO)
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Liaison with Media & Public
Interdepartmental
Communications
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Exchange of information between law
enforcement departments and agencies
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Joint Task Forces
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Local, state, federal, international
Cooperative investigations/enforcement
Computers and Internet
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Department websites, teletypes, missing
persons, wanted suspects, etc.
In-Field Communications
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Batons, Flashlights, and Whistles
Hand Signals
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Computers
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Silence/stealth, crowd-control
Lap-tops, in-car Mobile Data Terminals
Cell/Camera Phones
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Immediate transmission of information and
images
Telephonic Communication
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Officers sometimes assigned to
Reception or Dispatch duties
Answer promptly
Expect every call to be the “Big One”
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Be pleasant and professional
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Each call is very important to the caller
Appropriate communication skills
May need to conduct interview or
complete investigation over the phone
Radio Communications
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Airtime is precious!
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All transmissions should be brief but clear
FCC Regulations
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Legal and efficient use of radio frequencies
All users subject to guidelines & restrictions
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Obscenities and profanity
Superfluous, overly-lengthy transmissions
Radio Techniques
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Depress button - Pause – Speak
Don’t eat the microphone!
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Speak clearly and calmly
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Keep a couple of inches away from mouth
Hold mike at slight angle to avoid feedback
Enunciate words and codes
Don’t yell
Be aware of interfering noises
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Sirens, alarms, yelling, music, etc.
Radio Techniques (continued)
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Wait for a clear frequency and be prepared
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Don’t “step on” other officers
Plan out your transmission before using microphone
Pause for response to avoid interfering with reply
from dispatcher/officer
Respond to radio call as quickly as possible
Always maintain calm professionalism
Know when to utilize telephone…
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Lengthier/more detailed conversation
Personal communication
Radio Codes and
Phonetic Alphabet
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10 and 11 Codes
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Clear and Efficient
May not be standardized between
agencies
Use plain English when in doubt
Phonetic Alphabet
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Clearer than similar-sounding letters
May not be standardized
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Law Enforcement, Military, etc.