AJ 53 –Police Field Operations

Chapter 4 –Police Communications

The Importance of Communication 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

Communication = sending and receiving message

What happens when there is a breakdown in communication? Friends, family, marriage, school, work...

Excellent communication skills are essential for success as a peace officer! Speaking and Listening Reading and Writing Often involves convincing and persuading

Successful Communication Communication requires input

from all of the senses, not just words

More input = more/better communication

Facial expression, tone/volume, body language, proximity

Face-to-face communication gives the most input

Limitations of… Telephone, cell phone E-mail Text-messaging Mail

Barriers to Communication Language Skills Fear or Anxiety Preconceived

Expectations Cultural

Differences

Alcohol and/or Drugs

Misinterpretation of Intended Message

External Distractions

Overcoming Barriers Each person may have

different communication needs/requirements

Build rapport prior to getting information, convincing, or persuading

Be aware of your own… 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 Personal Space

Comfort zones vary greatly Physical Contact

Some people are very “touchy” Positional Relationship

Standing, sitting, same or different level Hand Gestures

Barriers, distractions, Eye Contact

Avoidance may indicate respect, guilty conscious, lying

Silence or Prolonged Pauses Reflection, distraction, etc.

Listening vs. Hearing What is the difference and which is

more important? Barriers to Listening and Hearing

Disinterest, inattention, distractions, boredom, etc.

Active-Listening Communication Skills Appropriate eye contact, body language Reflective comments Allow pauses for recall of information

Law EnforcementCommunications Systems Functionality

Up-to-date equipment to meet all needs Regular maintenance and updates

Compatibility Allowing interface throughout department

Dependability Emergencies, longevity

Security and Confidentiality Protected environment, back-up plan, anti-

hacking software Speed and Accuracy

Multi-trunk lines, ten-codes, etc.

Intradepartmental Communications Formal and informal communications

within a department Divisional, vertical, lateral, etc.

Must be clear, accurate, timely General Orders, Policies & Procedures Training Bulletins Transfers and Assignments

Interdivisional exchange of information is crucial to successful operations/investigations

Patrol, Detectives, SWAT, Training, etc. Public Information Officer (PIO)

Liaison with Media & Public

Interdepartmental Communications Exchange of information between

law enforcement departments and agencies Local, state, federal, international

Joint Task Forces Cooperative investigations/enforcement

Computers and Internet Department websites, teletypes,

missing persons, wanted suspects, etc.

In-Field Communications Batons, Flashlights, and Whistles Hand Signals

Silence/stealth, crowd-control Computers

Lap-tops, in-car Mobile Data Terminals Cell/Camera Phones

Immediate transmission of information and images

Telephonic Communication Officers sometimes assigned to

Reception or Dispatch duties Answer promptly Expect every call to be the “Big

One” Each call is very important to the

caller Be pleasant and professional

Appropriate communication skills May need to conduct interview or

complete investigation over the phone

Radio Communications Airtime is precious!

All transmissions should be brief but clear FCC Regulations

Legal and efficient use of radio frequencies

All users subject to guidelines & restrictions

Obscenities and profanity Superfluous, overly-lengthy transmissions

Radio Techniques Depress button - Pause – Speak Don’t eat the microphone!

Keep a couple of inches away from mouth Hold mike at slight angle to avoid feedback

Speak clearly and calmly Enunciate words and codes Don’t yell

Be aware of interfering noises Sirens, alarms, yelling, music, etc.

Radio Techniques (continued) Wait for a clear frequency and be prepared

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…

Lengthier/more detailed conversation Personal communication

Radio Codes and Phonetic Alphabet 10 and 11 Codes

Clear and Efficient May not be standardized between

agencies Use plain English when in doubt

Phonetic Alphabet Clearer than similar-sounding

letters May not be standardized

Law Enforcement, Military, etc.