BARRIERS TO EFFECTIVE COMMUNICATION BARRIERS TO EFFECTIVE COMMUNICATION

Failure to Listen Status Differences Psychological Size Noise Language Barriers Fear of Criticism Jumping to Conclusions Filtering Individual Sentiments Attitudes Intentional Suppression or Manipulation of Communications Complexity of Communications Channels Overloading of Communications Channels Overstructuring of Communications Channels

CPT 5 - INTERPERSONAL COMMUNICATIONS Flashcards by Bany Rolo

is the most important single skill
of the supervisor because it is basic to understanding the subordinate’s point of view and passing on to them the objectives of the enterprise.

The ability to communicate clearly and concisely

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Yet, among supervisors, ____ is commonly the greatest area of weakness and the one
most neglected.

communication

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is an important caveat the supervisor must always consider in communications. Burrow, Everard, and Kleindl

The old adage, “I know you
believe you understand what you think I said, but I’m not sure you realize what you heard is not what I meant,”

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Burrow, Everard, and Kleindl report that the number one problem of management, and the number one complaint of workers, is

communication difficulties.

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It is important for the supervisor to realize that ideas and decisions can more
readily be translated into the desired action when they are communicated to oth
ers with some consideration given to

the emotional needs of the recipient and to
his environment.

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Good communications are accomplished not only with words
but also with ____. Often these are more important than verbal expres
sions.

tones and deeds

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Few opportunities in the organizational setting offer supervisors a greater chance to make
their mark than the occasion to ____ and then convey its content to
superiors and subordinates alike.

prepare a competent report

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Communications between persons and groups are very delicate, complex processes involv
ing many factors—

cultural, environmental, and psychological.

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The best supervisors are cognizant of the emotional intelligence of their subordi
nates. They realize that the meaning of the message lies in ____.

the mind of the receiver

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are everyday verbal, nonverbal, and environmental
slights or insults, whether intentional or unintentional, that communicate hostile, deroga
tory, or negative messages.

microaggressions

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in today’s increasingly
mixed-gender workplace, supervisors are wise to consider that the differences in how men
and women communicate have been compared to

“cross-cultural communication.”

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The effectiveness of organizations is highly dependent on good upward, downward, and
lateral communications. The ____ is most important to the activity of coordinating the
efforts of organizational units.

lateral communications

BARRIERS TO EFFECTIVE COMMUNICATION

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BARRIERS TO EFFECTIVE COMMUNICATION

Failure to Listen
Status Differences
Psychological Size
Noise
Language Barriers
Fear of Criticism
Jumping to Conclusions
Filtering
Individual Sentiments Attitudes
Intentional Suppression or Manipulation of Communications
Complexity of Communications Channels
Overloading of Communications Channels
Overstructuring of Communications Channels

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Listening is also a critical component of practicing ____. Giving some
one a voice in an encounter with the police is an essential way of ensuring the interaction is
handled with fundamental fairness.

procedural justice

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A principal obstacle to good communications is the failure to listen to what others are saying. Mostly, how
ever, failure to listen results purely from

a lack of effort to engage actively in this process.

Failure to Listen

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The greater the difference in status or rank is, the greater the difficulty in achieving effec
tive communications. Communications are easier if they

travel downward from the superior than if they go upward from the subordinate.

Status Differences

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Earning
respect is also enhanced by considering the human elements of communications; when a
supervisor addresses a subordinate ____, it “often has an exhilarating effect on
an officer.”10 It can be a hindrance, however, if the supervisor has grown apart from subor
dinates to the extent that they have become unapproachable.

Status Differences

by their first name

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these feelings
often cause a bad “climate” between supervisor and subordinate and adversely affect their
capacity to communicate effectively.

psychological size,

Psychological Size

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The failure of the supervisor to recognize the importance of____________ creates barriers that will be difficult to overcome.

Psychological Size

the psychological aspects
of the communication process

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Noise in communications is referred to by theorists as the static that interferes with the
transmission of messages. This static tends to bring on

Noise

redundancy

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When the receiver passes the state of clear understanding because of a lack of capacity
for it, they start to make mistakes, and a total breakdown in communication may follow.
Ambiguities contribute to this condition and do nothing but cause confusion. Perhaps the
most common form of everyday misunderstanding results from the assumption that

Language Barriers

what is
perfectly obvious (apparently) to the sender is clear to the receiver.

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The ability of supervisors to express themselves not only clearly, concisely, and simply but also ____
will largely determine their effectiveness.

Language Barriers

understandably

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In the interests of effective communication, words must be put together so that they
mean the same to the listener as they do to the speaker. Distortion of meaning or the gar
bling of communication is usually brought about by a failure to use language that has a pre
cise meaning to others. This failure may be overcome by projecting oneself into another’s
viewpoint, which is called

Language Barriers

empathy

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Language Barriers

a failure to use language that has a pre
cise meaning to others.

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do occur at times regardless of how perfect one thinks one’s communication is. Complete understanding is seldom achieved, but the chief aim of communica tion can be realized if meanings are conveyed to others in a way so that what is said will be understood. ## Footnote Language Barriers

Semantic blocks

Samovar, Porter, and McDaniel state that the 500 most used words in our language have about ____ meanings, an average of ____ meanings per word. It is thus obvious that a great need exists for clarity and precision of expression if communication between indi viduals in an organization is to be effective. ## Footnote Language Barriers

14,000 / 28

The tendency to________ on each opinion or each comment made will have a deadening effect on communication, and soon those who must communicate with such a supervisor will avoid doing so

make merit evaluations ## Footnote Fear of Criticism

is a tendency supervisory personnel must suppress. Such acts will be interpreted as impatience, disinterest, and discourtesy and will contribute greatly to communication failures. ## Footnote Jumping to Conclusions

Jumping to conclusions on incomplete information before hearing a subordinate out

The speaker trying to converse with another who refuses to listen soon will become discouraged and will discontinue the attempt because, “The boss has already made up their mind, so why confuse them with facts?” Perhaps no action of the supervisor will cause more resent ment than the failure to ## Footnote Jumping to Conclusions

allow a subordinate to have their “day in court” before their case is judged.

As information is passed from individual to individual, usually a distortion or dilution of content occurs, which is called ____. It is a natural occurrence resulting from the ten dency of individuals to repeat or remember that part of what they have heard or otherwise learned that has had the most impact on them. ## Footnote Filtering

filtering

The process of filtering also affects supervisors in their downward communications. Giving employees filtered information is sometimes worse than ____. Besides the adverse effects filtering eventually will have on the confidence of personnel in their leader, such distorted information will often cause rumors that are harmful to morale. ## Footnote Filtering

giving them none

The acceptance of a communication depends a good deal on the receiver’s ________as well as the ____ in which the message was received. ## Footnote Individual Sentiments and Attitudes

needs and experiences, / environment

If the communication is a threat to their own goals, they may refuse to acknowledge it or may accept it even though they disagree with it, depending on how well they have been conditioned to accept discipline in the organization. If they have a feeling of true identification with the group, they will probably accept without question most communications that are of a directive nature. In the end, the important thing is ## Footnote Individual Sentiments and Attitudes

how they accept them and how they cause them to react.

Feelings between individuals vary widely. Their likes and dislikes of other persons may aid or harm their communications. Attitudes, moods, and emotions likewise have a direct bearing on the type of interaction between individuals. These interactions will vary from time to time depending on the intensity of emotions, the receptive mood of either of the two persons attempting to communicate, or the attitude of one toward the other. These factors should be considered by the supervisor in selecting ________ for commu nicating with subordinates. ## Footnote Individual Sentiments and Attitudes

the time and place

The channels through which communications pass are called the ## Footnote Complexity of Communications Channels

communications net.

“Rigid compliance with formal channels can be harmful, mainly in terms of ________.” ## Footnote Complexity of Communications Channels

time, creativity, and experience

Overloading of channels causes jamming of communications. Overloading results from ____________. This suggests that each communicator should constantly control the quality of his messages—more messages do not mean more information. ## Footnote Overloading of Communications Channels

lack of discrimination in separating relevant and irrelevant information

Research has shown that adherence to formal channels within the hierarchy facilitated communications, but that morale was better in systems involving ## Footnote Overstructuring of Communications Channels

informal channels.

Rarely will supervisors overcome all the barriers to effective communications. They can, however, overcome most of them most of the time by preparing to communicate before doing so and by employing the basic techniques of expression that have been proven suc cessful. They must remember that communication has not really taken place until ## Footnote OVERCOMING COMMUNICATION BARRIERS

an accu rate message has reached the mind of the receiver.

“That message may be received through formal or informal channels. With respect to informal channels, the ____ typically operates with great strength in most organizations.” ## Footnote OVERCOMING COMMUNICATION BARRIERS

grapevine

If supervisors are to achieve better understanding between themselves and their subordinates, they will be well advised to concentrate on removing the impediments to effective communications wherever possible. They will be materially aided in accomplishing this by adhering to the following admonishments. ## Footnote OVERCOMING COMMUNICATION BARRIERS

* Determine Objectives * Practice Empathy * Obtain Feedback * Keep Subordinates Informed * Be Consistent in Communicating * Make Action Speak Louder than Words * Listen, Understand, and be Understood

There is a direct correlation between the effectiveness of communications and the________. Communications will accomplish most of what is intended if they are ____. ## Footnote Determine Objectives

total setting in which they occur / timely

A critical component of the 21st Century Policing mindset is

empathy. ## Footnote Practice Empathy

This principle is the key to effective interpersonal communication.” ## Footnote Practice Empathy

“Seek first to understand, then to be understood.

is perhaps the most important of the supervisor’s tools in learning if they are com municating well. It involves simply the process of learning what the listener’s verbal and nonverbal responses are by observing, inspecting, and questioning whether understanding is taking place.

Feedback

Management is under no obligation to justify every decision made—to do so would clutter the decision-making process so badly that operations would be seriously impeded. On the other hand, operations can be enhanced if management ____its deci sions to employees as often as reasonably possible. ## Footnote Keep Subordinates Informed

“sells”

The admonishment to “practice what you preach” has become a management principle. It is perhaps nowhere more important than in supervisors’ relationships with their sub ordinates. The most persuasive communications involve ## Footnote Listen, Understand, and Be Understood

what is done, not what is said.

The ability or the willingness to listen to what is being said, to understand the expressed and the true meaning of interpersonal communications, and to convey clear and under standable messages to others is dependent on the ## Footnote Listen, Understand, and Be Understood

background, experience, and motivation of the communicants.

Hayakawa said, “The meanings of words are not in the words; they are ## Footnote Listen, Understand, and Be Understood

in us"

The ability to listen well is ## Footnote Listen, Understand, and Be Understood

truly an art

is an excellent secondary means of learning, but only as a supplement to listening. It is the oil that lubricates the process of listening and provides a foundation for it.27 Supervisors must develop their listening ability if they are to achieve success in their communications consistently. ## Footnote Listen, Understand, and Be Understood

Talking

Supervisors must develop their listening ability if they are to achieve success in their communications consistently. They do so by developing the ____ philosophy, which is one of the most important and most often neglected skills in communicating. ## Footnote Listen, Understand, and Be Understood

“big ears, little mouth”

Rogers and Roethlisberger have observed most appropriately, “The biggest block to personal communications is man’s inability to listen ________ to another person.” ## Footnote Listen, Understand, and Be Understood

intelligently, understandingly, and skillfully

CHARACTERISTICS OF COMMUNICATIONS

* Autocratic Communications * Democratic Communications * Free Rein Communications ## Footnote CHARACTERISTICS OF COMMUNICATIONS

can be issued with relative ease since concurrence by those affected is not sought. They have the advantage of speed and are well adapted to emergency conditions. ## Footnote CHARACTERISTICS OF COMMUNICATIONS

Autocratic Communications

It per mits the development of ideas and enables those affected by decisions to participate in making them. Information readily passes in both directions, making it simple for supervisors to keep informed of activities under them. ## Footnote CHARACTERISTICS OF COMMUNICATIONS

Democratic Communications

provide for a minimum of contacts, thereby leaving subordi nates to operate in isolation. Leadership and guidance are often absent, and subordinates do not realize the benefits of two-way communications. As a consequence, misunderstandings, misapprehensions, and mistakes flourish. ## Footnote CHARACTERISTICS OF COMMUNICATIONS

Free rein communications

Supervisors are judged to a great extent throughout their career by how well they express them selves, not only orally but also in writing. Their ability to study a problem, find a solution, develop proper and workable plans, and record their thoughts, ideas, conclusions, recommendations, or findings in writing will be ________ in the eyes of their superiors and subordinates.

a measure of their competency ## Footnote WRITTEN COMMUNICATIONS

Any effective writing involves an organization of thoughts and ideas in a manner that will enable the reader to know exactly what the writer wants them to know. In a literal sense, anything written by a person in their official capacity involves a ____ and can be called a ____. ## Footnote WRITTEN COMMUNICATIONS

staff function / staff writing

Whatever the type, the writer should follow the requisites of good **staff writing** and should adhere to the principles of completed staff work. ## Footnote WRITTEN COMMUNICATIONS

* Clarity of Expression * Simplicity * Accuracy * Arrangement * style * Summary, Conclusions, Recommendations, and Plan of Action * Fromat

ordinarily simplifies expression and facilitates understanding. The first paragraph expresses the essential elements of the paper and is called the topic paragraph. The first, or topic, sentence should likewise express the essence of the paragraph it introduces. Succeeding paragraphs explain and amplify the opening paragraph in such a way that each is almost self-sustaining. Thus the report proceeds from the most important ideas to the least important details, which make the main ideas more meaningful. ## Footnote WRITTEN COMMUNICATIONS

newspaper style of writing

McGhee and Wittry offer four key factors for processing and organizing your email more efficiently: ## Footnote Effectively Mannaging Your Email

1. Set up a simple and effective email reference system 2. Schedule uninterrupted time to process and organize email 3. Process one item at a time, starting at the top 4. Use the “Four Ds for Decision-Making” model

1. Set up a simple and effective email reference system—The first step toward an orga nized inbox is understanding the difference between ____ information and ____ information. ## Footnote Effectively Mannaging Your Email

reference / action

is information that is not required to complete an immediate action; it is information that you keep in case you need it later. ## Footnote Effectively Mannaging Your Email

Reference Information

is information you must have to complete an action. ## Footnote Effectively Mannaging Your Email

Action Information

“Four Ds for Decision-Making” model

1. Delete it 3. Do it (if it takes less than two minutes) 4. Delegate it 5. Defer it ## Footnote Effectively Mannaging Your Email

Our statistics show that of the email you receive: * ____percent can be deleted or filed * ____ percent can be delegated or completed in less than two minutes * ____ percent can be deferred to your task list or calendar to complete later ## Footnote Effectively Mannaging Your Email

Fifty / Thirty / Twenty

establish policy, the broad rules describing general objectives of the organization. These are somewhat permanent declarations of organizational policy and, as such, should not be changed frequently. ## Footnote MANUALS - ORDERS

General orders

are issued to establish procedures or rules and regulations necessary in carrying out policy; these are changed occasionally to keep organizational practices consistent with current needs. ## Footnote MANUALS - ORDERS

Special orders

are used to describe the procedures to be followed and the goals to be achieved in a particular event. These should remain in effect only for the duration of the operation to which they relate. ## Footnote MANUALS - ORDERS

Operation orders

are forms of orders relating to matters of general interest, such as routine notifications and scheduled events. ## Footnote MANUALS - ORDERS

Notices ## Footnote MANUALS - ORDERS

Brown suggests: “In any writing that you do, it is very important that you proofread your work. Read your writing twice: once for ____ and once for ________.

content / spelling and punctuation errors

Written communications fail to achieve what is intended for three main reasons. First, the writer, because of a lack of care or an inability to discriminate between fact and non fact, confuses their communications by ________ on which they are based. Second, the writer fails to use ________ to make their meaning clear. Third, the writer fails to ________ with factual data.

misinterpreting the data / the most specific and concrete words / support their conclusions

CPT 5 - INTERPERSONAL COMMUNICATIONS Flashcards

(73 cards)