The video portrays various situations that police are likely to encounter and shows how skilled communication can significantly affect the outcomes of police-citizen encounters. One example of how police officers should not communicate with citizens involves a police response to a complaint against a loud party in an apartment. A physical confrontation occurs because the police officer engages in angry lectures, name-calling, and intimidating behavior. A proper example of police response to the call portrays the officer as courteous, rational, understanding but firm in requesting the party host to keep the party noise at an acceptable level. Other examples of flawed communication skills based in poor officer attitudes are officer indifference toward a child who requests help to find his dog and a biased response to persons involved in a minor traffic accident based on the parties' dress and mannerisms. The video discusses the importance of body language, including voice inflection, in communicating officer attitudes and intentions in an interaction. Officers are instructed in how to recognize aggressive body language in a citizen. They are also informed about how officers should stand to communicate interest, alertness, and preparedness, without appearing aggressive. Simulated examples are interspersed with instructive comments by police instructors.