Deck 5: Crisis Management: Communication in Crisis Negotiations

Question 1

The ability to communicate in a crisis situation is:

A) Genetic
B) Learned
C) Natural
D) All of the above

Answer 1

Learned

Question 2

What is one of the most important aspects of communication?

A) The sender articulating his or her thoughts clearly and concisely
B) Both the sender and receiver understanding the communication
C) The receiver correctly interpreting the sender's thoughts
D) Both the sender and receiver using the same method of communicating

Answer 2

Both the sender and receiver understanding the communication

Question 3

What is a reference point in hostage negotiation communications?

A) Same culture, religion, education, or motivation, etc.
B) The point at which the first bargaining is made in a negotiation
C) A point in time that the subject's attitude begins to change
D) The point that the demands are first made

Answer 3

Same culture, religion, education, or motivation, etc.

Question 4

In hostage negotiations, the goals include:

A) Reduce emotional level of hostage taker
B) Keep hostages alive and unharmed
C) Talk hostage taker into surrendering
D) All of the above

Question 5

All of the following are components that make up the communication process EXCEPT:

A) Feedback on the communication
B) Noise
C) Encoding the message
D) Using the same method of communication

Question 6

What is polarization as it pertains to communication barriers?

A) One person dominates to conversation
B) The subject and negotiator disagree on all topics
C) A person believes that there is only one of two solutions
D) One person is ignoring the other's solutions

Question 7

According to the authors, with time, communication during a hostage situation becomes:

A) Less formalized and more familiarized
B) Elevated in intensity
C) More formalized and relaxed
D) Less emotional

Question 8

Which of these patrol attitudes must negotiators overcome to be successful at communicating with hostage takers?

A) Either/or thinking
B) Just do something
C) Minimize feelings
D) All of the above

Question 9

On average, what percent of time do we spend passively listening?

A) 50%
B) 60%
C) 80%
D) 90%

Question 10

According to the text, what is the most important listening skill for hostage negotiators to possess?

A) Passive listening skills
B) Active listening skills
C) Predictive listening skills
D) Neutral listening skills

Question 11

We speak on average 100-125 words a minutes. How many words on average can we listen to a minute?

A) About 700
B) About 1,000
C) About 200
D) About 75

Question 12

The four components of listening include selecting relevant stimuli, understanding the stimuli, remembering what we heard, and:

A) Storing what we heard
B) Responding to what we heard
C) Being able to repeat what we heard
D) None of the above

Question 13

Besides specific demands, it is also important for a negotiator to listen for the subject's:

A) Tone
B) Vocabulary
C) Ideas
D) Volume

Question 14

It is helpful for negotiators to ___________ when responding to a hostage taker.

A) Paraphrase
B) Repeat exactly
C) Use "Yes" and "No" only
D) Jump to a new subject

Question 15

What is the cornerstone for crisis negotiations?

A) Empathy
B) Sympathy
C) Arguing
D) Lying

Question 16

What does BATNA stand for?

A) Be Always Taking Notes and Attend
B) Best Alternative To a Negotiated Agreement
C) Best Argument To Negate Attack
D) Balancing A Tactical and Negotiation Approach

Question 17

What is BATNA?

A) Being able to take notes and respond to what the subject wants
B) The maximum trade a negotiator can get at any one point
C) Presenting the reason for surrender vs. a tactical solution
D) Balancing the threat of the tactical team and the negotiations

Question 18

A good negotiator does more __________ than __________.

A) Receiving/Giving
B) Talking/Listing
C) Note taking/Listing
D) Listening/Talking

Question 19

The best negotiator will use a ______________ mentality.

A) Either/Or
B) Neither/Nor
C) Both/And
D) None of the above

Question 20

According to the text, what is one of the most common mistakes a novice negotiator will make?

A) Open the negotiations by arguing for the release of hostages
B) Not taking enough notes about the demands and forgetting what they are
C) Not passing information from person to person
D) Sympathizing too much with the hostage taker and giving in to demands

Question 21

What is the biggest loss for negotiators when using a form of social media to communicate with a subject?

A) Control over method of communication
B) Active listening
C) Privacy
D) Passive listening

Question 22

According to the authors, emotional labeling is difficult when:

A) The actor is yelling over the phone
B) The negotiator is explaining the surrender plan
C) Negotiation is occurring via social media
D) None of the above

Question 23

All of the following are part of Ury's model of getting past no EXCEPT:

A) Go to the balcony
B) Step to their side
C) Build a golden bridge
D) Repair the bridge

Question 24

What are social proofs?

A) Using social media to prove compliance
B) What others do guiding one's behavior
C) The subject using the media to explain his or her beliefs
D) None of the above

Question 25

What are suggestion techniques?

A) Subtly hinting to alter a subject's perception
B) Suggesting alternate demands that could be more easily met
C) Suggestions that are spoken in demanding tones
D) Asking the advice of subject to gain trust