Ch 10 - Organizationl & Interpersoal Communication

Question 1

Research in recent years has indicated that this is the number one problem in management, and lack of this, is the employee’s primary complaint about their immediate supervisor

Answer 1

Communication

Question 2

What are the 7 steps that occur in the communication process? (SMCRFEN)

Answer 2

1) sender
2) message
3) channel
4) receiver
5) feedback
6) environment
7) noise

Question 3

What factors influence how a message is received? (4)

Answer 3

clarity
alertness of receiver
complexity/length
organization of message

Question 4

Communication barriers

The sender hinders communication when these occur:

Answer 4

1) not clear
2) assumes necessary knowledge
3) uses communication not suited
4) no mechanism for feedback
5) interprets feedback incorrectly
6) language to cause receiver to stop listening
7) analyzes audience wrong
8) doesn’t take into account differences in background/experiences/attitude

Question 5

Communication barriers

The receiver hinders communications when these occur:

Answer 5

1) poor listening
2) jumps to conclusions
3) only hears/sees part of message
4) rejects what contradicts his beliefs
5) other emotional barriers/mentally preoccupied

Question 6

Why do most police managers prefer a formal system, regardless of house cumbersome it may be?

Answer 6

because they can control it, and it tends to create a record for future reference

Question 7

Law enforcement substantially rest on classical management theories. Classical management theories place primary emphasis on (3)

Answer 7

1) control
2) chain of command
3) downward flow of information (downward communication)

Question 8

What are the 5 types of downward communication

Answer 8

1) instruction
2) rationale
3) procedures/practices
4) feedback
5) indoctrination

Question 9

This type of downward communication includes orienting new officers to the norms of the department and assists in assimilating them into department

Answer 9

indoctrination

Question 10

Dahle’s experimental research on downward communication said what type of downward communication is most effective

Answer 10

oral and written

Question 11

Dahle’s experimental research on downward communication indicate the following order of effectiveness (1-5 best to worst)

Answer 11

1) oral and written (most effective)
2) oral
3) written
4) bulletin board
5) grapevine (least effective)

Question 12

When listening to a subordinate, if the supervisor does any of these, major barriers to future communication may be created:

Answer 12

1) anxious to end interview
2) impatient
3) annoyed/distressed

Question 13

What may be a symptom that upward communication is operating at a dangerously low level?

Answer 13

lack of complaints or criticims

Question 14

One of the strongest deterrents to upward communication is:

What can they do to avoid it?

Answer 14

a failure of management to take action on conditions previously brought to their attention

give feedback as to why something was/wasn’t done

Question 15

What type of communication is essential within the police department if it is to function in an effective and coordinated manner?

Answer 15

horizontal communication

Question 16

Best known system for transmitting informal communication?

Answer 16

grapevine

Question 17

What are the grapevine’s most effective characteristics (4)

Answer 17

1) fast
2) highly selective/discriminating
3) operates mostly at the place of work
4) supplements/relates to formal communication

Question 18

Why is the grapevine considered valuable?

Answer 18

1) insight into employees attitudes
2) safety valve employee emotions (they can vent)
3) helps spread useful info

Question 19

What are the dysfunctional traits of the grapevine? (3)

Answer 19

1) spreads rumors
2) lack of responsibility
3) uncontrollable

Question 20

What are the 4 ways the grapevine operates

Answer 20

1) single-strand (a tells b, b tells c, c tells d)
2) gossip (a tells b, c, & d)
3) probability (a communicates randomly)
4) cluster (a tells 3 others, b tells 3 others)

Question 21

It is generally accepted by leading scholars that there are four phases to group interaction, what are they?

Answer 21

1st - Orientation (get to know each other)
2nd- Conflict (disagreement among members)
3rd - Emergence (emphasis on positive)
4th - Reinforcement (comments on positive aspects)

Question 22

Recent census data shows that more than what percentage of Americans speak a language other than English?

Answer 22

20%

Question 23

Appearance is more than a choice of clothing. Self-confidence is projected by such items as:

Answer 23

1) neat uniform/polished shoes
2) clean fingernails
3) maintained hair
4) oral hygiene

Question 24

What type of communication do Millennials prefer?

Answer 24

texting

Question 25

Texting over face-to-face communication can cause a reduced understanding of important skills including failing to:

Answer 25

1) develop negotiation skills
2) accurately assess body language, facial expressions emotional vocalizations
3) how to empathize with others
4) patience
5) self-reflection (most important)
6) observational skills

Question 26

What is the issue that causes the greatest concern among community activists, public officials, and many police executives when looking at police unions

Answer 26

impact of them on discipline and accountability