Communication

Question 1

8 Step Intervention Model

Answer 1

1. Appropriate Greeting
2. Identify yourself
3. Reason for contact
4. Relevant question
5. Active listening - redirection
6. Action request - persuasion
7. Summarise/ decision
8. Closure (thank people if they have been co-operative)

Question 2

MOREPIES

Answer 2

M - minimal encourages (verbal/ non-verbal communications to show you are listening)
O - open questions
R - reflection (repeat words/ phrases that someone has used)
E - effective pauses
P - paraphrase (summarising what an individual has said in your own words)
I - I-sentences
E - emotional labelling (understanding the effects of a situation and the impact this has had on them)
S - summary

Question 3

De-escalating situations using the 5 step appeal

Answer 3

1. The Simple Approach - ask to comply with instruction
2. Reasoned Appeal - repeat the request and reinforce meaning if they do not comply
3. Personal Appeal - ask them to reflect on their actions and how they would feel if it happened to them
4. Final, Practical Appeal - a final warning e.g. you must stop now or i will arrest you
5. Action - following through e.g. arresting them

Question 4

PAW

Answer 4

Persuade - politely ask to comply
Advise - telling them the reason they should comply
Warn - warning of a fixed penalty notice/ arrest

Question 5

LEAPS

Answer 5

L - Listen (actively)
E - Empathise
A - Ask Questions
P - Paraphrase
S - Summarise