Chapter 6 Flashcards by VIDAL DIAZ

What suffers if an employee receives all his or her instructions from a single supervisor?

Efficiency

Communication

Feedback

Delegation

Efficiency

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What motivates people into actions?

Managing by objectives

Feedback

Organizational goals

Performance goals

Managing by objectives

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When do police agencies tend to avoid subformal channels and communicate only formally?

When they are operating under the pressure of time

If the divisions of a police organization are in strong competition

At meetings

During downward communications

If the divisions of a police organization are in strong competition

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What does the success of any relationship hinge on?

Integrity

Communication

Trust

Loyalty

Trust

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What is a prerequisite for leading by example?

Producing examples

Being visible

Being courageous

Effective communication

Being visible

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What is a necessity for excellence in leadership?

Passively listening

Actively listening

Artful listening

Communicating

Artful listening

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What step must be taken for feedback to be the “breakfast of champions”?

Observation

Outcome

Request

All of the above

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Which of the following is formal and logical?

Communication

Information

Expectations

Demands

Information

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Which listening approach requires two-way communications?

Feedback

Appreciative listening

Comprehensive listening

Evaluative listening

Comprehensive listening

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Who does the supervisor link to management?

The team member

The organization

The line employee

Everyone

The line employee

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What technique will assist you in listening with an empathetic ear?

Develop a win-win attitude

Active listening

Comprehensive listening

Appreciative listening

Develop a win-win attitude

“Three techniques that will assist you in listening with an empathetic ear:

Listen with the eyes
Develop a win-win attitude
Now be understood”

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What do leaders use to attract, hold, inspire, and galvanize their followers?

Attention getters

Meetings

Words

Written word

Words

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Which one of the following is personal and psychological?

Communication

Information

Expectations

Demands

Communication

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What causes the growth of the informal channels?

Need to transmit information

More restricted formal channels

Formal channels are on the record

The amount of time for formal channels to communicate

More restricted formal channels

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If you want to really inspire your staff and reach them at their emotional core, what must you do?

Speak to them in person

Use the written word

Allow for feedback

Be able to know when to communicate

Speak to them in person

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What determines our success in becoming a leader, our success in making accurate decisions, and our success in being trusted?

Our ability to delegate

Our ability to communicate

Being able to be trusted

All of the above

Our ability to communicate

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Which listening approach is best used when getting to know people?

Empathetic listening

Appreciative listening

Comprehensive listening

Evaluative listening

Appreciative listening

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What does weak horizontal and diagonal communications guarantee?

Lack of teamwork

Lack of feedback

Root causes of a police problem will go undetected

Confusion

Root causes of a police problem will go undetected

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What is communication?

Being understood

First, understanding. Then being understood.

The transfer of meaning between two or more people

A skill required to be a leader

The transfer of meaning between two or more people….

“understanding will occur within an….
environment-in this case a police organization.”

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Which of the following is the purpose of a meeting?

To provide a job environment in which members are stimulated to new ideas by the rapid exchange of views between individuals

To reduce the amount of semantic difficulties through face-to-face interaction

To get the members attending the meeting committed more strongly to given proposals or procedures than they would be otherwise

All the above

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What is the clearest, most convincing message to the receiver?

E-mail

Face-to-face

Two-way

Example

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What are the reasons for assuring that (reference #100) communications?

Feedback from teammates that fulfills individual needs

Feedback from teammates that encourages the supervisor

Information necessary to inform job tasks

Feedback for defining common problems

Feedback from teammates that fulfills individual needs

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What occurs when it is time to decide on a course of action?

Empathetic listening

Feedback

Comprehensive listening

Evaluative listening

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Who will have numerous opportunities to perform better in the years ahead if they are able to strike a balance between “high tech” and “high touch”?

Strength-based leaders

Team members

Supervisors

Forward-looking police leaders

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When does a treacherous hang-up in horizontal communications occur? Sergeants talking to patrol Sergeants talking to sergeants Sergeants talking to lieutenants Patrol talking to lieutenants

Sergeants talking to sergeants

Who is a key person in building and maintaining effective organizational communications? Police supervisors Team leaders Each person Strength-based leaders

Police supervisors

What does the “flow” of communication consist of? Transmitted messages through different channels Information going upward and downward Series of discrete messages of different length, form, and content The means by which information, vision, values, and instructions are transmitted through a department

Series of discrete messages of different length, form, and content

When can open command staff panels be highly effective? At issues assessment workshops At organizational meetings or conferences When there is a suggestion box When there is feedback

At organizational meetings or conferences

The vast majority of communications in police organizations are? Formal communications Informal communications Subformal communications Personal-task directed communications

Subformal communications

What must a police supervisor do to combat information overloads by lessening its output? Slow down their handling of messages and change the transmission rules Add more channels to the existing network Relate tasks within the department and press to improve the quality of the messages All of the above

Slow down their handling of messages and change the transmission rules

What is effective communication subjected to? Meaning Demands Structure Information

Demands

Which is a basic characteristic of a well-written report? Clear and simple Accurate and prepared Complete and judgmental Factual and concise

Factual and concise

How are issues presented in issues assessment workshops? By one individual By the supervisor By a large group By a large group of supervisors

By a large group of supervisors

Before a person acts on the basis of information received through personal channels, how is that information usually verified? Formal and informal channels Informal and subformal channels Subformal and directed channels Subformal and formal channels

Informal and subformal channels

What is the most urgent need for informal communication channels? Transmit information Plug the gaps in the formal channels To carry most of the messages All the above

Transmit information

Why are major demands frequently resisted? Lack of communication The recipient was not expecting the message Resistance of change They do not comply with the existing pattern of expectations

They do not comply with the existing pattern of expectations

What is our most important and learnable human skill? Communication Trust Loyalty Integrity

Communication

What is effective information? Demanding Expecting Specific Understanding

Specific

``` How many delusions does the average person suffer from? 1 3 5 6 ```

What is particularly important when the interaction has a strong emotional component, we are not sure that we understand, and we are not sure the other person feels confident that we understand? Active listening Passive listening Empathic listening All of the above

Empathic listening

What is a great way for the leadership to offer a spot for personnel to simply “vent”? Complaint boxes Suggestion boxes Feedback Upward communication

Suggestion boxes

How are these messages transmitted? By using a transmitter (individual, group, or division) Through good communication Through the communication system All of the above

Through the communication system

Which one is a main reason why we communicate with one another? To share information To obtain feedback To make decisions To provide guidance

To make decisions

What happens when information on the rationale of the job is withheld? Reduces the loyalty of the member to the organization Means that the organization must rely heavily on the first type of information All of the above None of the above

All of the above

What part of listening takes courage? Having empathy Seeking to understand Being understood Appreciative listening

Being understood

Why is one-way communication ineffective? There is no face to face Lack of verbal intonations We do not know if or how the recipient perceived the message All the above

We do not know if or how the recipient perceived the message

What does interpersonal communication significantly reduce? Confusion and mistaken meaning Frustration and confusion Mistaken meaning and frustration Misunderstandings and confusion

Confusion and mistaken meaning

What does TBA stand for? To be announced Trust bank account The big alliance None of the above

Trust bank account

What is the most important ingredient we put into any relationship? What we are What we say What we do All the above

What we are

What do first line supervisors know they must do to be a leader? Be visible Communicate Understand Provide examples

Be visible

What type of supervisor battles bureaucratic baloney and technology entrapments daily? Strength-based leader Trustworthy Courageous One who leads by example

Courageous

Who is expected to know and observe informal rules and procedures about what to communicate and to whom? Command staff Supervisors Team leaders Every member

Every member

What may be the most important form of two-way communication? Annual evaluations Face-to-face Body language Feedback

Feedback

TRUE OR FALSE Communications can occur without information.

TRUE

The amount of information that every individual can usefully handle in a given time period is ____. Overload point Saturation point Effective communication Communication level

Saturation point

How do formal communication channels change? Time and effort Writing new formal orders Rapidly Through upward communication

Time and effort

What type of meeting is triggered by an event? Routine meetings Ad hoc meetings Group meetings Issues assessments workshops

Ad hoc meetings

Why can unrestricted communications of a horizontal and diagonal character detract from maximum efficiency? Sharing too much information between work units Irrelevant information may be transmitted Lack of coordination between work units Lack of leadership

Irrelevant information may be transmitted

When will a supervisor miss key points that may well determine if the decision is the right one or not? Fails to allow for feedback Fails to be understood Fails to put evaluative listening on hold Wastes valuable time

Fails to put evaluative listening on hold

Specific task directives is an example of what? Downward communication Formal communication Personal task-directed communication Personal non-task-directed communication

Downward communication "There are five types of communication from supervisor to staff: - JOB INSTRUCTIONS; specific task directives - Information needed to produce the understanding of the task and its relation to other organization tasks; JOB RATIONALE - Information concerning organizational PROCEDURES AND PRACTICES - FEEDBACK to the subordinate officer about his or her performance - Information to instill a sense of mission; indoctrination of goals; ORGANIZATIONAL GOALS"

When is there a basis for agreement? When there is communication When there is a transfer of meaning When there is understanding When the perceptions are the same

When there is understanding

When is it better to have never installed a suggestion box in the first place? When it is not highly effective Lack of feedback When it is completely ignored When there are legitimate issues

When it is completely ignored

Sufficient evidence concludes that communication is what? Makes demands Perception Expected All the above

All the above

When a police supervisor encourages others to speak and actively listen to what is being said, what does he turn into an art? Listening Communicating Supervising Leading

Listening

What exists when a transmitted thought is perceived by the receiver exactly as envisioned by the sender? Communication Good communication Perfect communication Understanding

Perfect communication

When does a police organization tend to use subformal channels extensively? When they are operating under the pressure of time When people cannot easily determine what they should be doing When there are no time constraints At meetings

When they are operating under the pressure of time

Which type of downward communication implants values and goals in the police department? Job instructions Job rationale Procedures and practices Organizational goals

Organizational goals

Formal orders and directives, reports, official correspondence, standard operating procedures, and so on use what type of communication channel? Written Spoken Formal Informal

Formal

When do we become aware of the significance of information exchange? The more we communicate clearly When we know we are being understood When the communication process is necessary The closer we look at leadership and decision making

The closer we look at leadership and decision making

What is the distinct advantage of subformal channels? Flow among formal channels Flow along purely informal channels Written down Not official

Not official

What increases the probability that the various teams are acting in concert with approved service values and quality standards? Organizational wide issues are identified Feedback on individual needs Teamwork Sharing of information

Sharing of information

Which of the following is more preeminent to increase the clarity of communication? Redundancy One-to-one Speech Feedback

Feedback

How do we gain influence in the relationship? By seeking to understand By being understood When we are open When we understand another person

By seeking to understand

What is suffocating supervisors’ energy and trapping their time? Paperwork Performance evaluations Infotech Negative feedback

Infotech

What can not be accomplished from behind your desk? Communicating successfully Feedback Strengthening relationships All of the above

Communicating successfully

When is it more difficult for communication to succeed? The more people the information flows through When it does not state the “big picture” The more information there is All of the above

The more information there is

What is clarified for both parties by concentrated interaction? Enhanced understanding Comprehensive listening Win-win attitude “Big picture”

“Big picture”

When do you have to be seen? If your priority is to communicate To lead by example If your priority is to be a leader To obtain feedback

If your priority is to be a leader

What is the major culprit causing information overloads? Diversity Infotech The number of people the message flows through Demographics

Infotech

How do we give people room to release their fixed positions and consider alternatives? When we understand When we seek to understand By being understood When we are open

When we are open

What is the added benefit of getting out to talk with your people? Communicate successfully Obtain feedback Strengthen relationships All of the above

Strengthen relationships

What is the objective of training sessions? Provide job instructions To give specific task directives To ensure the reliable performance of every police officer To obtain feedback

To ensure the reliable performance of every police officer

What usually presents a challenge to achieving mutual understanding? Diversity Infotech Culture differences Communication overload

Culture differences

When does the major disadvantage of oral communication surface? The message is not clear The sender does not know if the receiver is ready to receive the message The message has to be passed through a number of people When there is rapid feedback

The message has to be passed through a number of people

What is the communicator dealing with that determines whether the message is received and how it is interpreted? Psychophysiological conditions Ethical dilemmas Attitudes All the above

Psychophysiological conditions

Which channel may on occasion handle information far more valuable to the achievement of organizational goals than does any other channel? Formal Subformal Informal Personal non-task-directed

Personal non-task-directed

Which listening approach looks for the positive reasons and emotions within and around it? Empathetic listening Appreciative listening Comprehensive listening Evaluative listening

Appreciative listening

Subformal messages are transmitted by individuals acting in their official capacity, but not for what? Informing Gathering Examples Record

Record

What does more information tend to do? Widen the communication gap Allow for better communication Overloading All of the above

Widen the communication gap

Why are we not as successful communicators as we should be? Listening, obtaining feedback, communication overload, and diversity Communication overload, diversity, infotech abuse, and listening Diversity, communication, listening, and nonverbal cues Artful listening, not enough communication, infotech abuse, and diversity

Communication overload, diversity, infotech abuse, and listening

Which one is most often given priority in police organizations? Job instructions Job rationale Downward communications Procedures and practices

Job instructions

What does the first thirty seconds of a conversation determine? How effective it will be in motivation people What form of communication will be used The next hour What the meeting will be about

The next hour

Artful listeners are ______. Good communicators Good followers Good leaders All of the above

Good leaders

Which channels use all four directions equally? Verbal Non-verbal Formal Informal

Informal

When does infotech reduce the supervisor’s chance of becoming a leader? If ignored If abused If overloaded If not understood

If abused

Who is the person which communicates? The sender The recipient A true leader Each person involved

The recipient

If we are willing to be open to that person’s thoughts, what are we able to do? Have empathy Form a judgement Share equally Understand another person

Understand another person

How are almost all new ideas first proposed and tested? As formal communications As informal communications As subformal communications As personal-task directed communications

As subformal communications

Which is an example of upward communication? Information concerning organizational procedures and practices Feedback concerning what needs to be done and the means for doing it Feedback to the subordinate officer about his or her performance Information needed to produce the understanding of the task and its relation to other organization tasks

Feedback concerning what needs to be done and the means for doing it "There are five types of communication from team members to a supervisor: - Information about his or her PERFORMANCE AND GRIEVANCES - Information about the PERFORMANCE AND GRIEVANCES OF OTHERS - FEEDBACK regarding organizational POLICIES AND PROCEDURES - FEEDBACK concerning what needs to be done and the means for doing it (ON OBJECTIVES AND METHODS) - Requests for GOAL CLARIFICATION and the mission"

What does the most vital part of empathic listening require? Listen with the eyes Develop a win-win attitude Now be understood Appreciative listening

Develop a win-win attitude

Which is a popular form of oral communication? Speech Formal one-on-one Informal rumor mill All of the above

All of the above

Which listening approach must be deployed during feedback? Empathetic listening and evaluative listening Appreciative listening and comprehensive listening Evaluative listening All of the above

All of the above

When a person’s social needs are met, what do they experience that carries over into the job? Pride Self-fulfillment Confidence Satisfaction

Self-fulfillment

What is the most powerful form of communication between a police supervisor and his or her team? Spoken word Written word Telephone communication Performance evaluation meeting

Spoken word

When may the communicator find it necessary to apply sufficient “shock” or drive to the message so that it disturbs the pattern and alerts the recipient that the unexpected is occurring? If the data is important To keep the recipient focused When the recipient becomes bored When communication is lost

If the data is important

How do you unnecessarily open yourself to unwanted surprises, foolish risks, and dismal results? If you skip the first four approaches and lock on to evaluative listening If you ignore the feedback If you overlook specifics All of the above

If you skip the first four approaches and lock on to evaluative listening

When does communication occur? The sender initiates There Is an understanding The receiver perceives the message All of the above

The receiver perceives the message

How do we act from a position of knowledge? By being confident Showing empathy Seeking first to understand By being understood

Showing empathy

What type of networking revolution are police agencies at the center of? Data-networking Voice-networking Communications-networking All of the above

Communications-networking

What is necessary to ensure that the organization is operating correctly? Informal communication Feedback Subformal communication Organizational goals

Feedback

What is a major disadvantage of written messages? Feedback Lack of feedback Time consuming Lack of speed

Lack of feedback

What depends on the speed and ease of movement of information from one departmental sector to another? Efficiency Sharing of “best practices” Diagonal communications Teamwork

Teamwork

What is an advantage of oral communication? Feedback Body language Facial expressions All of the above

Feedback

How should good communication be described? Agreement Clarity of understanding The sender received the message The meaning was comprehended

Clarity of understanding

A leader can not lead until he or she has what? Integrity Good communication skills Confidence A follower

A follower

Which spoken message is the most frequent human interaction? Face-to-face Telephone conversations Interpersonal Meetings

Interpersonal

Which channel provides a way for an individual to blow off steam over frustrating things? Formal Subformal Personal task-directed Personal non-task-directed

Personal non-task-directed

What do non-task-directed channels furnish for an individual to satisfy his or her social needs? Vehicle Environment Direction Information

Vehicle

Why can formal channels be disruptive? They are time consuming They are on the record Can not cover all informational needs All the above

All the above

What two things must occur for communication to be successful? The meaning must be transferred and understood There must be a sender and receiver There must be movement and understanding The meaning must be sent and also comprehended

The meaning must be sent and also comprehended

What are the advantages of written messages? Permanent Tangible Verifiable All of the above

All of the above

Why are the internet, e-mail, and personal digital assistants impeding interpersonal communications? There is no face-to-face communications They are nonverbal Lack of feedback They are permanent record

There is no face-to-face communications

What do non-task-directed channels frequently supply police with? Satisfaction Information Feedback Self-fulfillment

Feedback

What must there be if a person does not understand why he or she should do something or how his or her job relates to other jobs performed by coworkers? Proper leadership Good leadership Perfect communication Sufficient repetition in the task instructions

Sufficient repetition in the task instructions

What leads to a continuous stream of problems for the supervisor? Lack of communication skills Ineffective communication skills Indecisiveness Failure to make a decision

Ineffective communication skills

Which channels do organizations develop as a response to large size and the limited information-handling capability of each individual? Verbal Non-verbal Formal Informal

Formal

How do many of us define good communication? Having someone accept our views An agreement An understanding All the above

Having someone accept our views

What is more and more difficult and frustrating for the supervisor? Communicating Meetings Being visible Producing examples

Producing examples

What occurs when information fed up the line is used for control purposes? Supervisor is not likely to be given information by the team members that would lead to decisions adversely affecting the staff Supervisors are less in the habit of listening to their staff than of talking to them Team members want to ask questions about their coworkers The information is used for performance evaluations and measurements

Supervisor is not likely to be given information by the team members that would lead to decisions adversely affecting the staff

As a police supervisor, what involves communicating? Annual evaluation reports Being a strength-based leader Teamwork Everything

Everything

Communication is the vehicle for whom? Strength-based leaders Supervisory leadership Team leaders Everyone

Supervisory leadership

What is next to impossible to convey in a one-way message? Empathy Examples of what is expected Feelings Feedback

Examples of what is expected

Which communication is most likely to be well thought out, logical, and clear? Spoken Written Interpersonal Telephone conversations

Written

What communications ensure seamless operations in a police organization? Across and up Up and down Diagonally and down Across and diagonally

Across and diagonally

What are extremely effective at identifying a variety of issues that command leadership may not be aware of? Training meetings Issues assessment workshops Feedback Performance evaluations

Issues assessment workshops

Personal-task directed is what type of communication channel? Formal Informal Subformal Informational

Informal

What type of communication occurs when an employee deliberately reveals something of his or her own attitude toward the activities of the agency? Subformal Informal Personal-task-directed Personal non-task-directed

Personal-task-directed

Which is an example of one-way communication? Verbal Video call Text message Face-to-face

Text message

What we know about communications has been derived from what? Failures Successes Feedback All the above

Failures

What does communication provide? An understanding The means by which information, vision, values, and instructions are transmitted through a department The transfer of meaning Distribution of information

The means by which information, vision, values, and instructions are transmitted through a department

What are the two types of meetings? Issues assessments workshops and group meetings Routine meetings and ad hoc meetings Routine meetings and meetings for feedback

Routine meetings and ad hoc meetings

What are task-directed personal channels used for? Gather information Directing Informing Take orders

Informing

What is the first question that the communicator must ask before sending a message? Is it my message to deliver? Can the receiver perceive it? What is the receiver’s particular mental set at this time? When is the right time to send this message?

Can the receiver perceive it?

When has the communication process not taken place? When there is no understanding The supervisor is not heard There is a lack of empathy The meaning is lost

The supervisor is not heard

What allows for the rapid detection and correction by the sender if the receiver is unsure of the message? Speed of the message being transmitted Face-to-face Facial expressions Rapid feedback

Rapid feedback

How are some of the most meaningful communications transmitted? Nonverbal Verbal Written Interpersonal

Nonverbal

One-way messages are typically ______. Unwanted and impersonal Demanding and confusing Cold and impersonal Confusing and ignored

Cold and impersonal

``` How many channels do supervisors communicate in? 2 3 4 Multiple ```

2 "formal and informal"

Why do we communicate? To be a leader To establish trust To make decisions All of the above

All of the above

Which channels are primarily configured for the downward and upward movement of information? Verbal Non-verbal Formal Informal

Formal

What is particularly important for complex and lengthy communications? They are logical They are clear They are available for later reference They are well thought out

They are available for later reference

What is feedback designed to do? Provide guidance Improve someone Evaluate a person’s behavior Allow for two-way communication

Improve someone

What must we do before we attempt to communicate? Determine if the recipient can perceive it Predict what the recipient expects to hear or see Understand the recipient Perceive what we expect to find

Predict what the recipient expects to hear or see

What are you able to discern in a one-to-one? Facial expressions Feedback Redundancy Confusion

Facial expressions

What is the most prominent constraint on free upward communications? Lack of feedback Face-to-face Structure It's on the record

Structure

What does the size of the loop in downward communication affect? Organizational goals Feedback Organizational morale and effectiveness The theory of the loop

Organizational morale and effectiveness

When do people tend to rely on one another more to gain an improved understanding of their situation? When people are unpredictable When the environment is unpredictable When there is good leadership When there is a lack of leadership

When the environment is unpredictable

What happens when a person goes beyond that amount of information they can handle in a given period? The person will be unable to comprehend The person becomes frustrated The message becomes lost All of the above

The person will be unable to comprehend

What is one of the basic factors that determine the volume of messages in a police agency? The degree of interdependence among the employees The nature of its data networks The speed with which relevant changes occur in its external environment The number of supervisor in a work unit

The speed with which relevant changes occur in its external environment "The volume of messages is determined by seven basic factors: 1 The total number of members in a work unit 2 The nature of its communication networks 3 The transmission regulations controlling when and to whom messages are sent 4 The degree of interdependence among the organization's various activities 5 The speed with which relevant changes occur in its external environment 6 The search mechanisms and procedures used by the agency to investigate its environment 7 The amount and type of communications technology in the department"

What are the three varieties of spoken messages? Face-to-face, telephone, and speaking Interpersonal communications, meetings, and telephone conversations Interpersonal, group, and meetings Group, meetings, and telephone conversations

Interpersonal communications, meetings, and telephone conversations

What does trust depend on? Loyalty Honesty Communication Leadership

Communication

What are conveniently expressed through non-task-directed channels? Unwritten standards Group values “The way we do things here” All of the above

All of the above

What is the prime usage of communications? For information The spoken word To understand To make decisions

To make decisions

Which listening approach has both parties endeavor to identify and agree on all the facts in the transaction? Empathetic listening Feedback Comprehensive listening Factual listening

Factual listening

Why are messages from top management addressed to all police personnel not able to convey their message? Too general in nature Too formal Not informal Does not provide feedback

Too general in nature

When are subformal communication channels used more frequently? Departmental members relationships are constantly changing Departmental members relations are stable with one another When the relationships with the supervisor are strong When the relationships with the supervisor could improve

Departmental members relations are stable with one another

What must be done before we seek to be understood? Have empathy Have empathic listening Understand Be clear

Understand

When does the level of confusion, conflict, and frustration drop dramatically? With the sharing of “best practices” When all the supervisors are on the same page regarding performance evaluations When there is feedback from teammates If information is necessary to ensure to teamwork is provided

When all the supervisors are on the same page regarding performance evaluations

How are job instructions about the task of a police officer communicated to the person? Through direct orders Training sessions Training manuals All of the above

All of the above

When are we applying the principle of empathy? When we understand someone else When we seek to understand When we communicate clearly When we form a judgement

When we seek to understand