EPS Chapter 3 Flashcards Preview

Sgts Exam Policy > EPS Chapter 3 > Flashcards

Flashcards in EPS Chapter 3 Deck (86)
Loading flashcards...
1

One characteristic "excellent" supervisors have in common is this ability?

Chapter 3 P88

The ability to communicate

2

This is an integral part of our everyday life and it is difficult to imagine an organization not fostering and encouraging this?

Chapter 3 P89

Communication, communication skills

3

Experience shows that first-line supervisors in municipal law enforcement agencies spend approximately _____ percent of their communication time performing tasks related to subordinates.

Chapter 3 P89

55 percent.

26 related to superiors, 15 to public and 4 percent to other supervisors.

4

This type of communication exists at every level, but is most prevalent at the operational level, where, of necessity, there is continual interaction between supervisors and line personnel?

Chapter 3 P89

Interpersonal Communication

5

The communication process includes the

Sender ---> Message ----> and this?

Chapter 3 P91

Recipient

6

This can be defined as a process by which information is exchanged between individuals through a common system of symbols, signs or behavior?

Chapter 3 P91

Communication

7

The send of a message must make a sincere effort to affect the behavior of the ____?

Chapter 3 P91

Recipient

8

A message has to be ____ so that it can be interpreted and a true understanding occurs between the sender and the recipient?
Chapter 3 P92

decoded

9

This type of communication involves two or more people?

A. Effective Communication
B. Interpersonal Communication
C. Intrapersonal Communication

Chapter 3 P92

B. Interpersonal Communication

10

Although the first-line supervisor usually deals with oral communication. This term, is another element of the communication process through which the message travels from the send to the recipient? This term usually refers to one or more of the human sense. Involving both verbal and nonverbal aspects of communication.

Chapter 3 P93/94

Channel

11

Although the first-line supervisor usually deals with oral communication. This term, is another element of the communication process through which the message travels from the send to the recipient? This term usually refers to one or more of the human sense. Involving both verbal and nonverbal aspects of communication.

Chapter 3 P93/94

Channel

12

The communication process includes the SENDER, MESSAGE and RECIPIENT. However, these five features are also included in the process?

Chapter 3 P94

Encoding, Channel, Decoding, Noise and Feedback

13

These six features are included in what process?
What the send MEANT to say
What the recipient HEARD
What the recipient SAID
What the recipient THINKS he or she heard
What the send THINKS the recipient said
What was IN FACT said

A. Decoding
B.Encoding
C.Feedback

Chapter 3 P94/95

A. Decoding

14

This is the last feature of the communication process. Is it anything that reduces the accuracy of communication.

Chapter 3 P96

Noise

15

Communication is defined as the exchange of information between individuals, implying that it can be either ___-way or ___-way?

Chapter 3 P97

One-Way or Two-Way

These are the communication patterns.

16

This type of communication occurs when the recipient provides feedback to the send?

Chapter 3 P97

Two-Way communicatino

17

For this type of communication Speed is Important, Orderliness is Significant, Feedback is not Wanted and Compliance is Imperative?

Chapter 3 P98

One-Way communication

18

For this type of communication Acknowledging of the importance of Communication, Greater Understanding, Improved Accuracy, Recognition of subordinates need to know what is expected of them and Sharing of authority and Responsibility is important?

Chapter 3 P99

Two-Way communication

19

This generally includes a concern about one's knowledge of a subject, the probability of being looked upon with displeasure, jeopardizing one's status, environmental influences, personal expectations and semantics?

Chapter 3 P99

Barriers to Communication

20

These type of barriers to communication may block or lead to garbled transmission of messages, via poor radio transmission, poorly written note and actual noise?

A. Physical Barriers
B. Psychological Barriers
C. Physiological Barriers

Chapter 3 P99

A. Physical Barriers

21

These type of barriers to communication include an individual's beliefs, judgement, values, needs, life experiences, education and training?


A. Physical Barriers
B. Psychological Barriers
C. Physiological Barriers

Chapter 3 P100

B. Psychological Barriers

In addition, the emotional state hostility, apprehension, assurance of either the sender or the recipient can impede communications. Also included are stereotyping, biases and prejudice.

22

These types of barriers to communication include physical fatigue, illness, discomfort, or other distractions such as work,family or financial problems which can also impede effective listening?


A. Physical Barriers
B. Psychological Barriers
C. Physiological Barriers

Chapter 3 P100

C. Physiological Barriers

23

This other type of barrier to communication includes words that are simply misunderstood or subject to misunderstanding?

Chapter 3 P100

Semantics

24

Subordinate involvement is a real working relationship in which true commitment requires some degree of?

A. Direction
B. Proper Communication
C. Power Sharing

Chapter 3 P102

C. Power Sharing

25

In many situations, it is necessary to communicate by memorandum, but this type of communication is strongly recommended whenever possible?

Chapter 3 P104

Face-to-Face communication

26

It is essential for a Sgt. to develop skills and techniques to provide officers with ____ regarding their performance.

This influences behavior because it allows subordinates to become knowledgeable about their performance.

Chapter 3 P 104

Feedback

27

Feedback should be which of the following?

A. Specific
B. Provided ASAP while fresh
C. Either instructive or corrective, but motivaitonal
D. Based on fact, not personality
E. All of the Above

Chapter 3 P105/106

E. All of the above.

But also:

Contribute to knowledge, develop trust, issue-oriented, not excessive, provide reinforcement, appropriate time, place and approach, individualized, summarized, equitable and fair.

28

The Art of Listening. Research suggests that most people listen at an efficient level of of approximately this percent?

A. 20%
B.25%
C.30%
D.35%

Chapter 3 P107

B. 25%

The average person speaks two or three words a second, -120-180 words a minute. Most listeners can process up to 500 words per minute.

29

This is an active process that requires one's intellectual capacities of comprehension and evaluation?

Chapter 3 P107

Listening

A Good listener may take notes, ask the speaker to repeat them-self, as for clarification, or restating.

30

Greater accuracy in communication can be gained if one works diligently at developing good habits of this?

Chapter 3 P108

Listening