Common Sense Ch. 9 The Police Leader as a Communicator

Question 1

Words are, of course, among the most obvious of communication tools. The person doing the communicating must not only concern himself with the message that he wanted and intended to convey, but must be equally concerned with: (blank), (blank) and perhaps (blank) information or feelings that he puts across as well.

Answer 1

Unintentional, supplemental and perhaps contradictory

Question 2

Good communication between management and supervisor, and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. Reliable communication helps guarantee the presence of an additional component to overall agency effectiveness:

Answer 2

good employee morale.

Question 3

(blank) between management and supervisor, and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. Reliable communication helps guarantee the presence of an additional component to overall agency effectiveness: good employee morale.

Answer 3

Good communication

Question 4

Good communication between management and supervisor, and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. (Blank) helps guarantee the presence of an additional component to overall agency effectiveness: good employee morale

Answer 4

reliable communication

Question 5

Whether one is communicating orally or in writing, several factors can aid greatly in assuring that the intended message is the one that gets through. These basic elements for good communication include: (7)

Answer 5

1. Clear message
2. Simplified message
3. Openness
4. Two-way information flow
5. Application of good listening /reading habits
6. Calm approach
7. Proper timing

Question 6

Clear Message:

If communicating orally, the supervisor can help make sure his point is being made by:

Answer 6

not trying to convey too much too quickly.

Question 7

Clear Message:

If communicating orally, the supervisor can help make sure his point is being made by not trying to convey too much too quickly. If the information is lengthy and complicated, it is best to:

Answer 7

put it in writing.

Question 8

Clear Message:

If communicating orally, the supervisor can help make sure his point is being made by not trying to convey too much too quickly. If the information is lengthy and complicated, it is best to put it in writing. If the message is to be in written form, the supervisor should keep the words, sentences, and paragraphs:

Answer 8

as short as possible for clarity and understanding.

Question 9

Simplified Message:

Simple, direct message about the plan or directive may be accompanied by some background, but it will not dwell upon:

Answer 9

very minor points or explain itself into tedium.

Question 10

Openness:

For real communication to take place, all of the participants in the information exchange must be:

Answer 10

attentive and open with one another.

Question 11

Openness:

For (blank) to take place, all of the participants in the information exchange must be attentive and open with one another.

Answer 11

real communication

Question 12

Openness:

Trickery and deception, in any sort of communication, often will:

Answer 12

backfire on its originator.

Question 13

Openness:

(Blank and blank), in any sort of communication, often will backfire on its originator. Lies and half-truths, including lies by omission, have no place in any communication from a supervisor to his subordinates.

Answer 13

Trickery and deception

Question 14

Openness:

Anything less than (blank and blank) in one’s daily interaction with coworkers, bosses, and subordinates is not in the interests of good communication.

Answer 14

forthright openness and honesty

Question 15

Two-way information flow:

Personal contact between the message sender and its intended recipient allows for a more meaningful exchange of information and ideas. A (blank) cannot be read for its facial expressions and body language.

Answer 15

A written communication

Question 16

Two-way information flow:

(Blank) between the message sender and its intended recipient allows for a more meaningful exchange of information and ideas. A written communication cannot be read for its facial expressions and body language.

Answer 16

Personal contact

Question 17

Two-way information flow:

Personal contact between the message sender and its intended recipient allows for a more meaningful exchange of information and ideas. A written communication cannot be read for its:

Answer 17

facial expressions and body language.

Question 18

Two-way information flow:

One of the supervisor’s functions is to explain and clarify to his people the instructions and policies that are handed down to him. To some extent, his role here is that of a:

Answer 18

translator between management and the work force.

Question 19

Two-way information flow:

One of the supervisor’s functions is to (blank) and (blank) to his people the instructions and policies that are handed down to him. To some extent, his role here is that of a translator between management and the work force.

Answer 19

explain and clarify

Question 20

Two-way information flow:

The police leader determined to maintain a good information exchange with his subordinates, will see to it that he keeps himself informed, and knows where to go for:

Answer 20

facts or explanations when he does not have the answers himself.

Question 21

Two-way information flow:

Good two-way communication is also encouraged by the supervisor who asks questions to be sure he is understood. After explaining a particularly complex procedure or operation, he finds it informative to:

Answer 21

ask a few pointed questions of his audience.

Question 22

Two-way information flow:

Good two-way communication is also encouraged by the supervisor who:

Answer 22

asks questions to be sure he is understood.

Question 23

Two-way information flow:

Unfortunately, face to face contact is not always practical or possible when information is being conveyed. the second best alternative- the written communication- must then take over as the:

Answer 23

vehicle carrying the message.

Question 24

Two-way information flow:

Unfortunately, face to face contact is not always practical or possible when information is being conveyed. the second best alternative- (blank)- must then take over as the vehicle carrying the message.

Answer 24

• the written communication-

Question 25

Two-way information flow: The most skillful supervisors will strive to anticipate the questions or other problems likely to arise from one-way written messages by:

Answer 25

doing their homework so the answers will be ready if and when queries arise.

Question 26

Two-way information flow: To be useful, the written message must be accompanied by someone who can: A supervisor lacking in writing skills will seek to remedy the problem via practice, thorough proofreading and, perhaps, a writing or grammar class or two. It is critical to his future.

Answer 26

explain and clarify, and discuss where needed.

Question 27

Application of Good Listening/Reading Habits: The supervisor must truly listen to what his subordinate is saying to him. This means he does not look blandly (or blindly) at his employee while:

Answer 27

his mind is somewhere else.

Question 28

Application of Good Listening/Reading Habits: The supervisor can and should question and clarify in his own mind exactly what it is the speaker is saying. This is necessary for understanding, and a prerequisite of:

Answer 28

good communication.

Question 29

Application of Good Listening/Reading Habits: The written communication deserves at least as much effort and attention as does the spoken word. A first reading done to get the general idea, and a (blank and blank) second one intended to bring out the particulars is a good idea.

Answer 29

slower and more careful

Question 31

Application of Good Listening/Reading Habits: The written communication deserves at least as much effort and attention as does the:

Answer 31

spoken word.

Question 32

Calm Approach: Statements made under the color of (blank) are often regretted later. All participants to the information exchange must be in control of their feelings for useful communication to take place.

Answer 32

strong emotions

Question 33

Calm Approach: Statements made under the color of strong emotions are often: All participants to the information exchange must be in control of their feelings for useful communication to take place.

Answer 33

regretted later.

Question 34

Two-way (blank) and (blank) are musts for effective communication.

Answer 34

trust and respect

Question 35

Proper Timing: WHEN a given communication is carried out, it can be every bit as important as how it is sent. Written attempts at communication are not exempt from:

Answer 35

the timeliness requirement.

Question 36

Hazards to good communication include: (5)

Answer 36

1. Distractions 2. Prejudices 3. Emotional involvement 4. Inappropriate language 5. Poor attitudes

Question 37

Distractions: Whether the information being relayed is written or oral, its chances for reaching its intended listener/reader intact are reduced if it is surrounded by other happenings competing for attention. All parties to the intended communication owe one another complete dedication to:

Answer 37

the task at hand.

Question 38

Whether the information being relayed is written or oral, its chances for reaching its intended listener/reader intact are reduced if: All parties to the intended communication owe one another complete dedication to the task at hand.

Answer 38

it is surrounded by other happenings competing for attention.

Question 39

Prejudices: Prejudices may cause the speaker or writer to talk down to his audience. This same type of opinionating may cause members of the audience to ignore what is being directed at them, possibly because the communicator's reputation, established earlier, is not a good one. The subordinate or supervisor owes himself and his organization:

Answer 39

an open and receptive mind to the new message at hand.

Question 40

Emotional Involvement: The supervisor who disciplines while still angry is not (blank). The smarter supervisor cools off first, confirms his information, and disciplines later. Good communication requires a calm, emotional atmosphere.

Answer 40

totally effective

Question 41

Emotional Involvement: The supervisor who disciplines while still angry is not (blank). The smarter supervisor does three things instead : Good communication requires a calm, emotional atmosphere.

Answer 41

cools off first, confirms his information, and disciplines later.

Question 42

Inappropriate language: The leader should concern himself with making himself plainly understood in the terms he selects to carry his intended thought, idea, or feeling to his audience. A good rule of thumb for the communicator might go something like this:

Answer 42

BE BRIEF, BE CONCISE, BE GONE.

Question 43

The good communicator refrains from talking down to his audience. The truly effective communicator tries to know his audience well enough to adjust his presentation (whether written or oral) to:

Answer 43

the ill defined "average" man or woman. He shoots for the median of the audience.

Question 44

Poor attitudes: Body language is another method of communicating. (Blank, blank, blank) and other expressions of contempt or impatience can get the notification across as reliably as spoken words.

Answer 44

Crossed legs, folded arms, eyes rolled heavenwards

Question 45

A poor attitude can arise from one or more parties using inappropriate language, from prejudice, or from a long-standing grudge. Poor attitude can be combated by some self-evident and largely painless remedies. They are: (3)

Answer 45

1. Put prejudices to the back of the mind to the fullest extent possible 2. Do not permit emotions to dictate hasty actions or thoughtless words 3. Keep language appropriate to the audience and incident at hand

Question 46

Benefits of Good Communication: Good communication with the supervisor enables all of his subordinates to know: exactly what is expected of them.

Answer 46

exactly what is expected of them.

Question 47

Benefits of Good Communication: Good communication happens where there is mutual trust at each level of the organization. A single element where this reliability does not exist will:

Answer 47

break the whole communication chain

Question 48

Benefits of Good Communication: Good communication happens where there is (blank) at each level of the organization. A single element where this reliability does not exist will break the whole communication chain.

Answer 48

mutual trust

Question 49

Benefits of Good Communication: Good communication within the law enforcement agency allows subordinates and supervisors alike to feel better about themselves, their agency , and each other. Good communication can and should mean: (4)

Answer 49

1. Less infighting 2. Fewer bad feelings 3. Reduced misunderstandings 4. Less employee turnover

Question 51

Written Vs Oral Communication: (Blank) is obviously best in the person-to-person, one-on-one situation. It offers the advantage of an opportunity for each participant to gauge the impact of his message on his listener's face.

Answer 51

Oral communication

Question 52

Written Vs Oral Communication: Oral communication is best in (blank), even if the number of parties to the communication is expanded from the one-on-one scenario.

Answer 52

relatively informal situations

Question 55

Written Vs Oral Communication: Written communication comes into its own in the realm of (blank). Written messages bring a greatly increased degree of permanency to any task of communication. Written communication also can serve as a memory refresher from the past, and it can allow more thinking time for everyone involved in the communication process.

Answer 55

record keeping

Question 56

Written Vs Oral Communication: Written communication comes into its own in the realm of record keeping. Written messages bring a greatly increased degree of permanency to any task of communication. Written communication also can serve as a (blank) from the past, and it can allow more thinking time for everyone involved in the communication process.

Answer 56

memory refresher

Question 57

Written Vs Oral Communication: (Blank) of specific acts and events provides the proof necessary for backing up an employee performance evaluation or a formal supervisory recommendation for personnel action of any sort.

Answer 57

written documentation

Question 58

Written Vs Oral Communication With a good, common sense understanding of (blank and blank), the supervisor can effectively lead the police personnel under his command

Answer 58

communication's elements and potential problems

Question 59

Summary: Good communicators must understand others and:

Answer 59

be understood easily by them; both orally and in writing.

Question 60

Summary: The intelligent police leader uses (blank) to help improve the efficiency and impact of the organization of which he is a part.

Answer 60

effective communication

Question 61

Summary: Good communication requires:

Answer 61

the full attention of the message sender and receiver.

Question 62

Summary: Good communication (blank-3) and allow for:

Answer 62

clear, simple, open, and allow for two-way information exchange.

Question 63

Summary: The ability to write well is:

Answer 63

absolutely mandatory for a supervisor.

Question 64

Communication primarily involves:

Answer 64

Sending messages.

Question 65

Poorly phrased written directives can lead to:

Answer 65

Confusion and harm.

Question 66

Effective communication within an organization is said to:

Answer 66

promote unity.

Question 67

Good employee morale is closely tied to:

Answer 67

reliable communication.

Question 68

Rumor- mongering is most likely to occur in environments lacking:

Answer 68

reliable information and personal interest.

Question 69

The intelligent police supervisor values which forms of communication equally?

Answer 69

written and verbal

Question 70

What method is recommended when conveying lengthy or complicated information?

Answer 70

Written communication.

Question 71

What environment is considered ideal for delivering oral messages?

Answer 71

serene surroundings

Question 72

What is the primary benefit of keeping written directives brief and clear?

Answer 72

to ensure understanding

Question 73

Which terms should a supervisor avoid to prevent confusion?

Answer 73

"Sometimes", "Generally", "Usually"

Question 74

What is a potential consequence of unclear directives?

Answer 74

Confusion among police personnel

Question 75

What should a clear oral message be delivered with?

Answer 75

Calmness

Question 76

What is the potential downside of combining multiple messages into one communication?

Answer 76

confusion

Question 77

What is condemned as unacceptable communication?

Answer 77

Half- truths

Question 78

What is an important characteristic of a message?

Answer 78

honesty

Question 79

What might distract an audience from the intended message?

Answer 79

Pompous or arrogant delivery

Question 80

What advantage does face-to-face oral communication have over written communication?

Answer 80

Efficiency and effectiveness

Question 81

Two-way communication is an important factor for accomplishing the following:

Answer 81

maintaining peace between labor and management

Question 82

What supervisors should avoid in their attitude towards communication?

Answer 82

busyness and indifference

Question 83

What might happen if a supervisor frequently responds with "I don't know" without further effort?

Answer 83

growth of informal communication channels

Question 84

Supervisors should emulate which professional's approach to reporting information?

Answer 84

Journalist

Question 85

Supervisors should use questions primarily for:

Answer 85

learning and understanding

Question 86

What is considered a potential consequence of ineffective two-way communication?

Answer 86

growth of the rumor mill

Question 87

What is important for effective listening and reading habits?

Answer 87

Patience and receptiveness

Question 88

What should questioning primarily aim to achieve?

Answer 88

clarification.

Question 89

What attitude should supervisors maintain during communication?

Answer 89

Receptivity and interest

Question 90

Good readers and listeners alike should avoid:

Answer 90

interrupting

Question 92

What is recommended for understanding complex written messages?

Answer 92

A second, careful reading

Question 93

What technique can help readers comprehend complex messages?

Answer 93

highlighting in color

Question 94

Why is it advisable to avoid making statements under strong emotions?

Answer 94

they are regretted later.

Question 95

What is important about the listener's attitude during communication?

Answer 95

calmness is crucial

Question 96

What is true about the timing of communication?

Answer 96

it can affect how the message is received.

Question 97

Why should supervisors be cautious about issuing written communications?

Answer 97

to prevent verbal derision and noncompliance

Question 98

What is identified as an enemy of good communication?

Answer 98

Distractions

Question 99

Distractions can hinder communication by:

Answer 99

competing for attention

Question 100

What is the impact of prejudices on communication?

Answer 100

the hinder message reception

Question 101

What advice does the chapter give regarding emotional involvement in communication?

Answer 101

cool off before disciplining

Question 102

Why is a calm emotional atmosphere important for good communication?

Answer 102

it facilitates tactful approaches

Question 103

What is a benefit of good communication in the police organization?

Answer 103

clear expectations and performance evaluations

Question 104

Effective leaders can help achieve good communication by:

Answer 104

avoiding unfair value judgements

Question 105

What is a consequence of good, two-way communication in a law enforcement agency?

Answer 105

Awareness of troops concerns by top brass

Question 106

Trust in an organization can grow when:

Answer 106

Reasons for decisions are provided

Question 107

What is a by-product of mutual trust and understanding in an agency?

Answer 107

Improved self-perception and agency satisfaction.