College of Policing National Sift / Online Assessment Process Written and Verbal Communication Exercises Syllabus

What does 'summarising and confirming understanding' achieve in a conversation?

It checks that you have understood correctly, shows the other person they have been heard, corrects any misunderstandings, and creates a shared, agreed record of what was said before moving on.

What is 'active listening' and name three of its observable signs.

Fully concentrating on, understanding and responding to a speaker. Signs include: appropriate eye contact, nodding/verbal acknowledgements, not interrupting, paraphrasing back, and asking relevant clarifying questions.

Why must written records be accurate and accountable in policing?

Because records may be disclosed as evidence, audited, or used in misconduct/court proceedings; an officer is personally accountable for what they record, and inaccuracies can have legal and disciplinary consequences.

What does the acronym ABC stand for as a principle for police written records?

Accuracy, Brevity and Clarity (sometimes stated as 'Assume nothing, Believe nothing, Check/Challenge everything'). The record should be precise, concise and unambiguous, with nothing taken for granted.

What is the difference between a fact and an opinion in a written police report?

A fact is something objectively verifiable or directly observed; an opinion is a belief or interpretation. Reports must clearly distinguish the two, labelling opinions/assumptions as such rather than presenting them as facts.

What is 'plain English' and why is it required in the assessment?

Clear, concise language using short sentences and everyday words, avoiding jargon, acronyms and overly complex phrasing. It ensures the reader understands the message first time, which is essential for public-facing communication.

What is the recommended first step when given a written exercise: read or write?

Read first. Read the task and source material thoroughly before writing anything, so the response is planned and addresses exactly what is asked rather than being rewritten partway through.

What is 'signposting' in a written response and why is it useful?

Using headings, paragraph breaks and linking phrases (e.g. 'firstly', 'in addition', 'therefore') to guide the reader through the structure. It makes the response easy to follow and shows logical organisation.

How should you proofread effectively within a limited time window?

Read back specifically checking for: missed task points, spelling/grammar errors, unclear sentences, and that each recommendation is evidenced. Reading slowly or under your breath helps catch errors the eye skips.

In a verbal exercise, what does controlling your pace of speech achieve?

Speaking at a measured pace makes you easier to understand, conveys calm and confidence, gives you thinking time, and reduces filler words. Rushing signals nervousness and increases mistakes.

What is the purpose of a deliberate pause before answering a probing question?

It gives you time to think, prevents a reactive or defensive answer, signals considered judgement, and lets you structure a clear, reasoned response rather than rambling.

Name three non-verbal behaviours that convey confidence and professionalism on camera.

Upright open posture, steady eye contact with the lens, controlled hand gestures, a calm facial expression, and avoiding fidgeting or covering the face.

What does 'mirroring hostility' mean and why is it a failure in a provocation scenario?

Mirroring hostility is responding to aggression with aggression (raised voice, defensive body language). It is a failure because it escalates the situation, loses professional control, and undermines de-escalation — the opposite of the competency being tested.

What is de-escalation and name two verbal techniques used to achieve it?

De-escalation is reducing the intensity of a tense situation. Verbal techniques include: lowering your own tone/volume, acknowledging the person's feelings ('I can see you're upset'), using their name, and offering clear options or reassurance.

How should you respond if asked a probing question you genuinely cannot answer?

Be honest — state that you do not currently know, explain how you would find out or what you would do to obtain the answer, and avoid guessing or fabricating, as integrity is a core policing value.

What is the difference between rapport and over-familiarity in a role-play interaction?

Rapport is a professional, respectful connection that builds trust (warmth, empathy, active listening). Over-familiarity crosses professional boundaries (inappropriate jokes, undue informality) and undermines authority and impartiality.

What is the 'inverted pyramid' approach to a written response and when is it useful?

Putting the most important information (key message, decision, recommendation) first, followed by supporting detail in decreasing order of importance. It is useful for time-pressured readers and ensures the essential point is read even if the rest is skimmed.

When adapting communication for a vulnerable or distressed member of the public, what adjustments should you make?

Use a calm, slow, reassuring tone; simple plain language; short sentences; frequent checks of understanding; empathetic acknowledgement of their feelings; and avoid jargon or rapid questioning.

What is 'paraphrasing' and how does it confirm understanding?

Restating in your own words what the other person has said (e.g. 'So what you're telling me is...'). It confirms you have understood correctly and gives them the chance to correct you, ensuring an accurate shared understanding.

Why is impartiality important in both written and verbal police communication?

Because police must act and be seen to act without bias or favouritism; impartial language and behaviour maintain public trust, fairness, and the credibility of evidence and decisions.

What does the planning stage of a timed writing task typically involve?

Identifying the task, noting key relevant facts from the source material, deciding the structure and order of points, and drafting a brief skeleton/bullet outline before writing the full response.

What is the risk of including irrelevant information in a written response, and how do you avoid it?

It wastes limited word count and time, dilutes the key message, and suggests poor judgement of relevance. Avoid it by checking every point against the task — if it does not help answer the task, leave it out.

How should you structure an answer when 'thinking aloud' to show analytical reasoning?

State the problem, outline the relevant facts/evidence, identify the options or considerations (including risks and benefits), then give your reasoned conclusion or recommendation — making each logical step explicit.

What is the difference between assertiveness and aggression?

Assertiveness is expressing your position and giving direction clearly, calmly and respectfully while respecting others. Aggression is forceful, hostile or intimidating behaviour that disregards others. Assertiveness is appropriate; aggression is not.

Why should acronyms and abbreviations be used cautiously in written police records?

They can be ambiguous, misread, or unfamiliar to other readers (including courts and the public). Best practice is to write terms in full at first use, or avoid non-standard abbreviations entirely to preserve clarity.

What is meant by 'audience-appropriate register' in communication?

Selecting the level of formality, technicality and tone suited to who you are addressing — e.g. formal and concise for a written report to a manager, plain and empathetic for a member of the public, factual and precise for a court statement.

In a role-play, what should you do at the start to take control professionally?

Introduce yourself and your role, establish the purpose of the interaction, set a calm and respectful tone, and begin gathering information with open questions — establishing authority through structure rather than dominance.

What is the purpose of confirming actions or next steps at the end of an interaction?

It ensures both parties share the same understanding of what will happen, demonstrates accountability, manages expectations, and provides a clear, recordable account of agreed outcomes.

Why must a written record be contemporaneous or made as soon as practicable?

Because memory degrades over time; a prompt record is more accurate, more credible as evidence, and less open to challenge regarding reliability or later alteration.

What is the funnel technique in questioning?

Starting with broad open questions to obtain a full free account, then progressively narrowing to closed/specific questions to clarify and confirm details. It maximises information while ensuring accuracy.

How do verbal and non-verbal signals need to relate to each other to appear credible?

They must be congruent (aligned) — for example, calm words delivered with a calm tone and relaxed posture. Incongruence (e.g. saying you are calm while displaying agitation) undermines credibility and trust.