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X Final Review Decks > Chapter 09 > Flashcards

Chapter 09 Flashcards

2
Q
  1. Communication among human beings is a distinctive process that fulfills…
A

specific purposes

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3
Q
  1. Communication for human beings serves…
A

complex purposes

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4
Q
  1. Is a process, not an event.
A

Communication

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5
Q
  1. The communication process “INCLUDES” the transmittal, receipt, and sharing of…
A

Problems, ideas, facts, beliefs, feelings, and values.

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6
Q
  1. The communication process “INVOLVES” an exchange of…
A

Information between a sender and receiver.

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7
Q
  1. This process is also a reciprocal interchange between the parties involved.
A

Communication.

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8
Q
  1. Through ____, the sender transmits ____ through a channel to a receiver.
A

Encoding, symbols

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9
Q
  1. Characters, letters, words, and images are examples of….
A

Symbols

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10
Q
  1. Who decodes (interprets) the message in the communication process?
A

The receiver.

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11
Q
  1. How the receiver responds to the message is strongly determined by…
A

How the person interprets the message.

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12
Q
  1. Within a police agency, communication demonstrates unique patterns in terms of the directions in which..
A

information (not communication) flows and the formality or informality of communication.

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13
Q
  1. In addition to exchanging information we also have goals we seek to fulfill such as:
A

• To be understood.• Understand others.• Persuade others.

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14
Q
  1. Translation of information into a communication medium defines…
A

Encoding

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15
Q
  1. What direction are communications between people at the same levels in the hierarchy but working different functions?
A

Horizontal communications

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16
Q
  1. What direction are the communications between people at different levels in the organization Hierarchy but work in different functions?
A

Diagonal communications.

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17
Q
  1. When an FTO sends an email to his recruit, laying out goals and the recruit responds with questions, what direction did communication flow?
A

Vertical communications.

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18
Q
  1. When the head of IT and the facilities manager discuss whether the computer network should be changed, what direction did communication flow?
A

Horizontal communication.

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19
Q
  1. Communication direction between people at different levels in the reporting hierarchy but who work the same function.
A

Vertical communication

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20
Q
  1. Formal channels are often…
A

Vertical and represent protocols established by the agency.

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21
Q
  1. Which channels of communication might include an all hands meetings called by the chief?
A

Formal channels.

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22
Q
  1. Which channels of communication are used for performance evaluations conducted by a supervisor for a subordinate?
A

Formal channels.

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23
Q
  1. Formal channels may include complaints filed by an officer with the…
A

Agency’s ombudsperson.

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24
Q
  1. Informal channels tend to be more…
A

Horizontal.

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25
Q
  1. A hallway chat would be included as this type of channel.
A

Informal channels

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26
Q
  1. Email exchanges between fellow officers or members of the task force fall into these channels.
A

Informal channels

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27
Q
  1. What direction does communications take when a swat team member talks with the hazmat Team leader to share best practices that could benefit both teams?
A

Diagonal communications.

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28
Q
  1. Can access police reports to clarify procedures or policies or to determine whether police misconduct occurred.
A

Managers and officers

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29
Q
  1. Are considered important repositories of information?
A

Police reports.

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30
Q
  1. Tend to prefer a more formal system of communication within police agencies.
A

Supervisors and officers.

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31
Q
  1. Employees seeking to communicate informally look for others who make them feel…
A

comfortable and who can help them reach their goals.

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32
Q
  1. The language and format characterizing police reports provide a good example of a more formal…
A

System of communication.

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33
Q
  1. These types of communication often occur between officers of equal rank or position, but can take place between recruits and veterans or mentor officers.
A

Informal communication

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34
Q
  1. Barriers to effective communication definition.
A

Mindsets or cultural orientations that stand between a communication receiver and giver.

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35
Q
  1. Steps to be taken to overcome the effect of background differences on our communication?
A

Ongoing contact with people who are different and cultural diversity training.

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36
Q
  1. The sender who lacks credibility because he delivered false or inaccurate information in the past.
A

Noncredible source

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37
Q
  1. Even if the most recent information is accurate, the receiver may discount it and react inappropriately believing the sender to be a…
A

Noncredible source

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38
Q
  1. As part of ongoing training, police officers should be encouraged to exhibit sensitivity to people who are vulnerable like older persons, many of whom are…
A

Fearful of strangers or may misinterpret what they are observing.

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39
Q
  1. Although calls for service are prioritized as to urgency, no call should be devalued because…
A

It comes from someone with a history of calls that yield no or limited results.

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40
Q
  1. Calls for service are prioritized by…
A

Urgency.

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41
Q
  1. When senders use complex communication channels the message can become…
A

Distorted

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42
Q
  1. A senders message can become distorted when they use…
A

Complex communication channels.

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43
Q
  1. The barrier to effective communication when a chief describes an initiative to immediate subordinates, verbally, yet is distorted by the time it reaches the bottom of the hierarchy.
A

Complex communication channels

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44
Q
  1. A message that starts out as “Tell everyone I want to improve CompStat” ends up interpreted as “we need a new computer system”, illustrates which barrier to effective communication?
A

Complex communication channels.

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45
Q
  1. These exchanges usually occur between people who feel comfortable with one another.
A

Informal communication

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46
Q
  1. The best way police personnel can remove complex communication channels, as a barrier to effective communication, is to be…
A

clear and as specific as possible and ask the receiver to confirm their understanding.

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47
Q
  1. Barrier to effective communication occurring from a lack the personal traits, experience, training, education, or intelligence to communicate effectively.
A

Poor communication skills.

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48
Q
  1. In an exchange characterized by poor communication skills, one or more participants lack the…
A

personal traits, experience, training, education, or intelligence to communicate effectively.

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49
Q
  1. Which barrier to effective communication can all individuals improve through training, role playing and coaching?
A

Poor communication skills.

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50
Q
  1. What barrier to effective communication occurs when experiences, biases, prejudices, lack of understanding of cultural differences, and personal beliefs influence how we receive and interpet a message?
A

Background differences.

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51
Q
  1. What can result when from people from different backgrounds try to communicate?
A

Misunderstandings.

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52
Q
  1. This barrier to effective communication can be overcome with ongoing contact with people who are different along with cultural diversity training.
A

Background differences.

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53
Q
  1. This barrier to effective communication occurs when the sender lacks credibility because the person delivered false or inaccurate information in the past.
A

Noncredible source

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54
Q
  1. Which barrier to effective communication occurs when a chronic caller’s report of suspicious persons is devalued based on previous negative results.
A

Noncredible source

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55
Q
  1. Barrier to effective communication: When messages conflict with information a receiver has already accepted as fact causing rejection of message.
A

Denial.

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56
Q
  1. When people from different backgrounds try to communicate and misunderstandings result Illustrates this barrier to effective communication.
A

Background differences.

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57
Q
  1. This barrier to effective communication can be overcome by using simple, ordinary language, when speaking the citizens.
A

Unfamiliar language.

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58
Q
  1. This barrier to effective communication can be overcome by not using police jargon or legalistic vocabulary..
A

Unfamiliar language.

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59
Q
  1. The language a sender uses to convey a message may contain jargon causing this barrier to effective communication.
A

Unfamiliar language

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60
Q
  1. Terminology specific to a profession is known as…
A

Jargon

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61
Q
  1. This barrier to effective communication can be bridged if officers use simpler, more ordinary language when speaking with citizens.
A

Unfamiliar language.

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62
Q
  1. This barrier to effective communication occurs to a receiver who is unfamiliar with the language, the message may be confusing or irritating.
A

Unfamiliar language

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63
Q
  1. The new recruit believes she is delivering adequate performance and therefore discounts her supervisor’s critical feedback illustrates this barrier to effective communication.
A

Lack of motivation

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64
Q
  1. If you don’t want to hurt somebody’s feelings with bad news this barrier to effective communication occurs.
A

Lack of motivation.

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65
Q
  1. What barrier to effective communication can be remedied if you are sender by delivering concise, to the point messages?
A

Lack of motivation.

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66
Q
  1. By using livelier language and pointing out how listening to your message benefits your listener, stirs up enthusiasm for your message, and will remedy this barrier to effective communication.
A

Lack of motivation

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67
Q
  1. To remedy this barrier when you are a receiver, practice paying attention to the content of messages communicated to you even if it is difficult.
A

Lack of motivation

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68
Q
  1. The only barrier to effective communication listed by the author as having “characteristics” that constitute barriers to good communication.
A

Organizational culture in a police agency.

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69
Q
  1. The culture in a police agency might also discourage open communication if it takes this approach to policing.
A

Command and control approach

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70
Q
  1. Barrier to effective communication?: A police recruiter doesn’t hire college grads, since receiving info he believes true that college grads “quit”, even after a supervisor suggested the opposite is true.
A

Denial.

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71
Q
  1. When people lower in chain of cmmd learn their input isn’t welcome during decision-making, so they stop offering it.
A

Communication dries up and morale erodes.

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72
Q
  1. Barrier to effective communication when distractions and disruptions are so frequent during the workday that people have difficulty communicating.
A

Organizational culture

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73
Q
  1. Barriers to effective communication: Altering a culture that discourages open communications by taking a command and control approach requires…
A

establishing new rules promoting sharing of opinions and ideas as well as opening lines of communication.

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74
Q
  1. The primary communication channels.
A

Verbal, Nonverbal, and Written

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75
Q
  1. Personnel in a police agency use a blend of communication channels, depending on the…
A
  • situation
  • relationship
  • motivation
  • commo skills of participants
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76
Q

Channels through which people use the spoken word, includes face-to-face talking, telephone conversations, and transmissions over a radio.

A

Verbal channels.

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77
Q
  1. Communication through verbal channels can occur in numerous settings, such as:
A

one-on-one conversations, team/task force meetings, interviews, interrogations, news conferences, and public-speaking events.

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78
Q
  1. By contrast to effective communication thru verbal channels, these words will spark defensiveness within listeners.
A

Words that convey insincerity, aggression, superiority; or conveying a desire to control, manipulate, or judge.

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79
Q
  1. To communicate effectively through verbal channels, police personnel – through their words – must…
A

Demonstrate respect, cooperativness, and a willingness and ability to understand another person’s position (Empathy).

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80
Q
  1. To communicate effectively through verbal channels, police personnel should also strive to minimize differences in…
A

Social status, authority, or power.

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81
Q
  1. For anyone participating in formal communication, listening can…
A

Play a major role in the success of the exchange.

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82
Q
  1. What can lead to misunderstandings that result in costly or fatal mistakes?
A

Failure to listen.

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83
Q
  1. When a police officer fails to detect panic in the 911 caller’s voice or neglects to listen carefully to the details and incorrectly concludes the caller is not in imminent danger, describes a…
A

Failure to listen.

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84
Q
  1. To communicate effectively through verbal channels, police personnel should also strive to accept…
A

Others’ viewpoints and to candidly express their own beliefs.

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85
Q
  1. Listening tips: Do not interrupt the speaker until a…
A

Natural pause occurs.

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86
Q
  1. Listening tips: Focus on the speaker, giving full…
A

Attention and concentration to what the person is saying.

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87
Q
  1. Listening tips: Strive to be objective about what the speaker is…
A

Saying, rather than judging what you are hearing.

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88
Q
  1. Listening tips: Paraphrase or asked for confirmation to ensure that…
A

You are hearing what the speaker intends to say.

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89
Q
  1. Nonverbal communication: the use of voluntary and involuntary body movements in some cases…
A

Clothing, hairstyle, physical attractiveness, and speaking style, to communicate a message.

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90
Q
  1. Listening tips: During the pause, ask questions if needed to..
A

Clarify the message.

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91
Q
  1. Communication channels: Body language.
A

Nonverbal channel of communication

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92
Q
  1. Communication channels: Facial expression
A

Nonverbal channel

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93
Q
  1. Communication channels: Tone of voice.
A

Nonverbal channel.

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94
Q
  1. Communication channels: speaking style
A

Nonverbal channel.

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95
Q
  1. Nonverbal channels of communications have just as much…
A

impact as words exchanged between a sender and receiver.

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96
Q
  1. The science devoted to how people INTERPRET nonverbal cues while communicating.
A

Kinesics.

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97
Q
  1. Involves body movements, clothing, hairstyle, physical attractiveness, and speaking style to communicate a message.
A

Nonverbal communication.

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98
Q
  1. Communication channels: Can be expressed consciously or unconsciously, depending on the senders intentions or interests.
A

Nonverbal cues.

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99
Q
  1. This type of communication is often subtle.
A

Nonverbal communication.

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100
Q
  1. Can be ambiguous depending on the culture, relationship, and gender of the participants,
A

The meaning of a specific form of nonverbal communication.

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101
Q
  1. Communication channels: A criminal trying to convince police he’s innocent may sit up and speak calmly, conscious behaviors illustrate…
A

Nonverbal cues.

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102
Q
  1. Often times, receivers pay more attention to the sender’s…
A

nonverbal communication then to the sender’s words.

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103
Q
  1. If the two types of communication send conflicting messages, the receiver will likely consider the…
A

nonverbal message more credible than the verbal one.

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104
Q
  1. Basic principles for acceptable written communications.
A
  • Communicates ideas clearly.
  • Demos understndng of rdrs needs/goals.
  • cmmd of language
  • typos *grammar *spelling * punctuation
  • clear org *ideas flow * follows doc prtcol
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105
Q
  1. Communication Channels: Must demonstrate the ability to communicate effectively in writing.
A

All officers and civilian employees of a police agency, regardless of rank or position,

106
Q
  1. Who must write policies and directives; document human resource activities, and transmit info to politicians, media, and citizens.
A

Police administrators usig written channels of communication.

107
Q
  1. Must document facts surrounding an incident, interview, interrogation and activity occurring in the community.
A

Line level officers using written channels.

108
Q
  1. Is attentive to the grapevine and other informal communications among officers.
A

Wise police manager.

109
Q
  1. Many police reports are scrutinized by the judiciary and by journalists, so these documents must be…
A

Clear, accurate, and language appropriate.

110
Q
  1. These leaders takes a productive approach to the grapevine.
A

Effective leaders.

111
Q
  1. Tactic utilized by the effective leader by allowing people to communicate using the grapevine, enabling them to experience the emotional release that comes when speaking freely with peers about concerns.
A

Using the grapevine as a communication tool.

112
Q
  1. These leaders encourage open communication at all levels in the agency.
A

Effective leaders.

113
Q
  1. Learn what information is being circulated through the grapevine to discover…
A

how subordinates really feel about changes or conditions in the agency.

114
Q
  1. This strategy causes the grapevine to loose much of it’s strength.
A

Encourage open communication at all levels in the agency.

115
Q
  1. What strategy is illustrated when people are regularly made aware of the current status of police initiatives, key players, and future changes, they will feel less compelled to gossip about these matters in secret?
A

Encourage open communication at all levels in the agency.

116
Q
  1. To use this tactic, disseminate positive and truthful information, which may be viewed as more credible than from more formal means.
A

Using the grapevine as a communication tool.

117
Q
  1. Which information may be viewed as more credible than info from more formal means, like a memo from the chief of police?
A

Positive, truthful information released through the grapevine, such as purchasing new police vehicles and dates for promotions.

118
Q
  1. These managers, rather than try to eradicate them, build on the strengths of their agency’s grapevine.
A

Savvy police managers.

119
Q
  1. These managers, manage the grapevine’s negative consequences and use it as a communication tool.
A

Savvy police managers.

120
Q
  1. Escalation of unfounded rumors is a negative consequence of this verbal informal channel of communication.
A

The grapevine.

121
Q
  1. Culture stems from those things that give a group a specific identity:
A
  • Customs * Behaviors
  • Moral systems * Mindset
  • Language
122
Q
  1. The pattern of a group’s behavior is called…
A

Culture.

123
Q
  1. SWAT members having different behavioral norms than members of management teams is an example of what, within agency?
A

Microcultures

124
Q
  1. Organizations, including police agencies, develop cultures. Within an agency _____ may exist.
A

Microcultures

125
Q
  1. People working in a police agency may be communicating (__-__) with their own (__) and (__) as well as the people in the community the agency serves.
A

(Cross-culturally), (supervisors), (colleagues)

126
Q
  1. The process that occurs anytime a person of one culture sends a message to, or receives a message from, the person of another culture.
A

Cross-cultural communication.

127
Q
  1. Police personnel aware of cultural differences and striving to understand cultural norms, forms of address, and nonverbal cues are more…
A

effective, resourceful, healthier, satisfied with work, generate fewer complaints and experience less stress than those who lack these attitudes.

128
Q
  1. Misunderstanding can occur easily during this process because individuals from different cultures often perceive and evaluate each other differently.
A

Cross-cultural communication.

129
Q
  1. Tips for strengthening the ability to communicate across cultures.
A

1) Interact with people of different cultures.2) Learn another language.3) Willingly and openly attend event/religious service of another culture to adapt to the customs.

130
Q
  1. Gives you a window into the way people from other cultures view the world.
A

Learning another language.

131
Q
  1. The process that occurs anytime a person of one gender sends or receives a message from, a person of another gender.
A

Cross-gender communication.

132
Q
  1. Adapting to cultural differences requires __.
A

Patience.

133
Q
  1. What can help police personnel adapt to cultural differences?
A

Talking with people from other cultures.

134
Q
  1. Three Special challenges to communication channels:
A

1) Across cultures.
2) Across genders.
3) With special populations.

135
Q
  1. Some Linguists maintain that women use communication to …
A

build relationships.

136
Q
  1. Cross gender communication: Differences in how women and men communicate and what their goals are during communication can lead to…
A

misunderstanding and conflict in personal as well as professional relationships.

137
Q
  1. One way to accommodate cross gender communication is to treat them the same as you treat…
A

Cross-cultural communication

138
Q
  1. Methods to accommodate cross-gender communication differences.
A

Acknowledge differences, gain familiarity with communication styles, practice speaking other genders’ language.

139
Q
  1. During cross-gender communication sensitivity training, this activity can help people master commo skills.
A

Role playing.

140
Q
  1. Populations that include hearing or visually impaired, developmental disabilities, mental illness, substance abuse, and those who present an immediate danger to themselves or others.
A

Special populations.

141
Q
  1. Skills crucial for handling an incident in which a person with mental illness is experiencing a crisis:
A
  • gauging situation
  • commo effectively with all involved
  • concluding incident productively
142
Q
  1. Mentally healthy people can deal with fatigue, extensive sensory stimulation, or forgetting to take medication where the mentally ill may have difficulty and respond differently
A

ordinary stressors.

143
Q
  1. Under ordinary stressors the person with mental illness might become…
A

frightened, suspicious, or aggressive.

144
Q
  1. Mental illness: What effect can alcohol, or drug consumption have?
A

May exacerbate symptoms of any mental illness, and cause them to become dangerous to themselves or to others.

145
Q
  1. The first action police line officers take upon arrival at a call about a person with mental illness.
A

gauge the situation.

146
Q
  1. What must police line officers accept before attempting to communicate with a person with mental illness?
A

Person’s behavior could be unpredictable.

147
Q
  1. Officers must also protect the public by:
A
  1. Isolating the mentally ill person.

2. Making dispatchers, and response personnel aware of the nature of the situation.

148
Q

Some Linguists maintain that men use communication to…

A

Accomplish tasks and determine where individuals fit in a hierarchy of relationships.

149
Q
  1. Officers should identify the (__) and (__) to the environment, as well as exercise extreme caution in case the person with mental illness has a (__).
A

(Exits) (entrances) (weapon)

150
Q

229 Communicating w/the person: Communicating effectively with special populations requires the following, all of which can be develop through experience and training.:

A

Knowledge, patience, maturity.

151
Q
  1. When dealing with mentally ill subjects, the officer should initiate conversation with an introduction and, in a respectful manner, state…
A

The reason for the police presence.

152
Q
  1. Officers never do the following with a mentally ill person they are dealing with:
A
  • whisper
  • laugh
  • joke
  • minimize concerns
  • touch
153
Q
  1. Concluding a mentally ill person Incident may include:
A
  • Pro intervention at mntl hlth facility.
  • Trnsprt to hosp for med exam.
  • Criminal arrest.
  • Mental hygiene detention.
154
Q
  1. The officer should acknowledge the mentally ill individual’s emotions yet avoid expressing agreement with any…
A

Delusions/hallucinations

155
Q
  1. Officers never do the following with a mentally ill person they are dealing with:
A
  • whisper
  • laugh
  • joke
  • minimize concerns
  • touch
156
Q
  1. Concluding a mentally ill person Incident may include:
A
  • Pro intervention at mntl hlth facility.
  • Trnsprt to hosp for med exam.
  • Criminal arrest.
  • Mental hygiene detention.
157
Q
  1. This further helps strengthen skills required to communicate effectively special populations.
A

Each encounter (experience) and follow-up debriefing with command staff and colleagues.

158
Q
  1. Police agencies offer citizens several methods of communication with the agencies:
A
  • 911 calls for emergency.
  • 311 calls for less urgent matters.
  • Written communications.
159
Q
  1. The ease and immediacy of electronic communication has also led to a..
A

laxness in professionalism and decorum.

160
Q
  1. The inappropriate inclusion of (__ __), or the use of (__ __) is unacceptable.
A

(confidential information) (improper language)

161
Q
  1. Communicating w/the mentally ill person: Officers should present a calm, confident demeanor demonstrating that…
A

the police are in control of the situation.

162
Q
  1. A lack of professionalism in electronic messages can cause a loss of credibility to a…
A

Police manager, officer, entire agency.

163
Q
  1. Electronic forms of communication demand the same level of.
A

professionalism as traditional interpersonal and written communication methods.

164
Q
  1. Electronic forms of communication demand the same level of.
A

professionalism as traditional interpersonal and written communication methods.

165
Q
  1. Any errors in spelling, grammar, sentence structure?
A

Question b4 sending message by electronic communication channel.

166
Q
  1. Is my message clear and concise?
A

Question b4 sending message by electronic communication channel.

167
Q
  1. Have I expressed what I want from the recipient?
A

Question b4 sending message by electronic communication channel.

168
Q
  1. Does my message contain any inappropriate language?
A

Question b4 sending message by electronic communication channel.

169
Q
  1. Because of their central role in community life they are often interviewed by the press.
A

Police personnel, especially those in managerial and supervisory roles.

170
Q
  1. It gives the impression police are not doing their job thus jeopardizing chances of receiving funding.
A

A preponderance of negative news stories about the police.

171
Q
  1. Provides best ave for creating conditions required for police operations to be transparent, visible, and accessible to the common citizen
A

The news media.

172
Q
  1. Police Agency steps for improving the quality and effectiveness of communication with the media:
A

1) Appoint a PIO or clearly state who is auth to speak to the press.
2) Make press releases brief/to the point.
3) Manage media conferences strategically.
4) Control Information.

173
Q
  1. :This position should be voluntary as he must be comfortable/skilled at speaking to groups and have a desire to do the job.
A

Public information officer.

174
Q
  1. This position should be voluntary as he must be comfortable/skilled at speaking to groups and have a desire to do the job.
A

Public information officer.

175
Q
  1. Have clear understanding of which info is and is not acceptable to share with the public.
A

PIOs.

176
Q
  1. Print a brief headline at…
A

the top of the release.

177
Q
  1. Police agencies usually conduct media conferences after a high profile incident has…
A

generated intense media and community interest.

178
Q
  1. Often, police will use the conference to:
A
  • Discuss major cases.
  • Ask for public help.
  • Inform public of ongoing dangerous sit.
179
Q
  1. These forms of communication are easily monitored by outsiders.
A

Electronic communication technology.

180
Q
  1. What causes citizens to conclude that life is more dangerous than it actually is, instilling unnecessary fear?
A

A preponderance of negative news stories about the police.

181
Q
  1. Answers to journalists’ questions at the media conference should be…
A

Equally short and pointed.

182
Q
  1. Police – media positive relationship building actions:
A
  • Provide information.
  • Include media in some police briefings.
  • Demonstrate professionalism.
183
Q
  1. To demonstrate professionalism with the media, admit your mistakes and always avoid the following:
A
  • confrontations * officious speech
  • shouting matches * police Jargon
  • off record stmnts
184
Q
  1. In what way will journalists not be tempted to rely solely on leaks?
A

Police managers and supervisors strive to be first to provide truthful, factual information.

185
Q
  1. This kind of communication can increase the effectiveness of each agency.
A

Regular communication among agencies.

186
Q
  1. This kind of communication facilitates the exchange of valuable Info and cooperation agencies need for decisions.
A

Regular communication among agencies.

187
Q
  1. Technology advances have made this kind of communication easier than ever.
A

Interagency communication.

188
Q
  1. Police officers should remember that a news reporter’s job is to…
A

locate and publicize a story.

189
Q
  1. SAFECOM, was instituted in 2004 by the…
A

US department of homeland security’s office of interoperability and compatibility. (OIC)

190
Q
  1. Example of a program that uses technology to improve Interagency communication.
A

SAFECOM

191
Q
  1. SAFECOM provides st/local/tribal, and fed emer response agcys with R&D, testing/evals/guidance /tools and templates on…
A

Interoperable communication-related issues.

192
Q
  1. What would threaten the free and open press that is vital to our democracy?
A

Police managers trying to control the media or refusing to provide information.

193
Q
  1. Interoperability refers to:
A

emer responders ability to work seamlessly with other sys or products w/out special effort.

194
Q
  1. What allows emer response agcys to respond to catastrophic accidents or disasters and work effectively together.
A

Interoperable.communications systems

195
Q
  1. Police may increase odds that journalists will publish balance, accurate accounts of a police agency’s work by…
A

Building a positive relationship with the media.

196
Q
  1. Fostering good working relationships with people from other agencies is essential to providing …
A

optimum service to citizens.

197
Q
  1. Police officers should converse with professionals from other agencies to gain familiarity with…
A

how their personnel work, what resources they can offer, and what their limitations are.

198
Q
  1. SAFCOM primary purpose.
A

“Communication interoperability” among more than 50,000 public safety agencies across the US.

199
Q
  1. This allows officers to direct a citizen in need of assistance to the agency that can best satisfy the need.
A

Knowledge of various entities.

200
Q
  1. Four essential communication skills which help police personnel enhance the effectiveness in any communication situation:
A
  1. Facilitation. 3. Feedback.

2. Persuasion. 4. Conflict management.

201
Q
  1. Police personnel develop solutions to problems through this essential communication skill.
A

Facilitation.

202
Q
  1. People effectively and agreeably develop solutions to problems by use of this communication skill.
A

Facilitation

203
Q
  1. Facilitation comprises a range of specialized functions that…
A

Help a group deliberate.

204
Q
  1. Which is central communication skill is difficult to accomplish in a traditional command-and-control environment?
A

Facilitation.

205
Q
  1. They incorporate “facilitation” into daily encounters.
A

Police leaders.

206
Q
  1. Creating a safe, receptive, nonthreatening environment in which people share ideas and challenge one another’s thinking.
A

One of the hall marks of facilitation.

207
Q
  1. Encouraging subordinates and others to express themselves openly and freely.
A

One of the hallmarks of facilitation.

208
Q
  1. Keeping an open mind, listening without judging.
A

One of the hallmarks of facilitation.

209
Q
  1. Seeking to understand what is being said.
A

One of the hallmarks of facilitation.

210
Q
  1. Avoiding side conversations and personal agendas.
A

One of the hallmarks of facilitation.

211
Q
  1. Respecting others’ opinions.
A

One of the hallmarks of facilitation.

212
Q
  1. Making salient points in a calm manner.
A

One of the hallmarks of facilitation.

213
Q
  1. Offering and receiving relevant information.
A

One of the hallmarks of facilitation.

214
Q
  1. Ability to influence outcomes, using methods other than the issuance of direct orders.
A

Persuasion.

215
Q
  1. Using this essential commo skill more than command and control, creates a participatory work environment which in turn enhances productivity and job satisfaction.
A

Persuasion.

216
Q
  1. This essential communication skill has emerged as the preferred method for fostering change and achieving valued results in the private as well as public sectors.
A

Persuasion..

217
Q
  1. They maximize resources and planning for major predictable events like the Super Bowl or disaster and recovery efforts when Communications Systems are interoperable?
A

emergency response personnel.

218
Q
  1. Whenever possible, rather than dictate outcomes, police officers should seek to…
A

persuade others to take action

219
Q
  1. Specifically refers to the ability of emergency response officials to share information via voice and data signals on demand, in real time, when needed, and as authorized.
A

Wireless communications interoperability.

220
Q
  1. Which essential communication skill can motivate others to develop and implement ideas and initiatives by promoting transparency and synergistic efforts?
A

Facilitation.

221
Q
  1. Persuasion has emerged as the preferred method for fostering change because enabling change and achieving results often requires…
A

collaboration among people who do not have formal authority over one another.

222
Q
  1. Exhibits distinctive personal characteristics of confidence and calmness
A

Effective persuaders

223
Q
  1. Exhibits distinctive personal characteristics of empathy and credibility.
A

Effective persuaders

224
Q
  1. Exhibits distinctive personal characteristics of reliability and humility.
A

Effective persuaders.

225
Q
  1. Effective persuaders exhibit the distinctive personal characteristic of credibility by being…
A

Knowledgeable about the subject matter at hand.

226
Q
  1. Thinking creatively about what might be the best solution for all parties is a behavior demonstrated…
A

By effective persuaders.

227
Q
  1. Presenting information in a manner that facilitates comprehension by others is a behavior demonstrated by…
A

Effective persuaders.

228
Q
  1. Readily soliciting and providing feedback-behavior demonstrated by…
A

Effective persuaders.

229
Q
  1. Presenting a positive impression through good grooming and dress, enthusiasm, and impeccable personal credentials is a behavior demonstrated by…
A

Effective persuaders.

230
Q
  1. Connecting with diverse audiences and building consensus is a behavior demonstrated by…
A

Effective persuaders.

231
Q
  1. Inviting alternative approaches to resolving problems is a behavior demonstrated by…
A

Effective persuaders.

232
Q
  1. Articulating and promoting a compelling vision of a desirable future is the behavior demonstrated by…
A

Effective persuaders.

233
Q
  1. Using relevant facts and evidence to make their points are behaviors demonstrated by…
A

Effective persuaders.

234
Q
  1. Exhibiting passion when presenting their ideas is a behavior demonstrated by…
A

Effective persuaders.

235
Q
  1. Resonating with others’ feelings, fears, values, dreams, frustrations, egos, needs, and desires are behaviors demonstrated by…
A

Effective persuaders.

236
Q
  1. Feedback is a special kind of communication through which a…
A

sender gives specific information (a response) to a receiver.

237
Q
  1. Communication is a process that may involve several goals, including persuading others to…
A

take action or embrace an idea.

238
Q
  1. This can be given in all types of communication channels (verbal, nonverbal, and written).
A

Feedback.

239
Q
  1. Firearms trainers asking students to rate the training value to them is an example of…
A

A question that can result in feedback.

240
Q
  1. Within a police agency, (__) and (__) offer feedback to subordinates on a (__ __) basis, over and above what is given during performance reviews.
A

(supervisors) (managers) (daily informal)

241
Q
  1. People learn more from this info than performance reviews when received while actions or performance is fresh in their minds.
A

Immediate feedback

242
Q
  1. In some police agencies, ___ can ask ___ to provide feedback on ___ performance and policies.
A

(supervisors) (subordinates) (management’s)

243
Q
  1. Many supervisors may be reluctant to ask for feedback from anyone, because it could…
A

turn attention to areas they are lacking while ignoring their strengths.

244
Q
  1. (__) may be reluctant to give their (__) honest feedback because they fear it will spark retaliation.
A

(Subordinates) (superiors)

245
Q
  1. Feedback can (__) not only between personnel in a police agency but also between the (__), and the (__) it serves.
A

(flow) (agency) (communities)

246
Q
  1. The responses from written/online surveys from citizens, to assess police services quality can help (__ __) modify (__) and design needed new (__).
A

(police managers) (procedures) (initiatives)

247
Q
  1. Managing conflict through effective communication is a…
A

Core skill for all police personnel.

248
Q
  1. The first step to conflict management.
A

Understand the difference between productive and destructive conflict.

249
Q
  1. With productive conflict, participants balance…
A

cooperation with competition, resulting in gain for all parties.

250
Q
  1. Keeping the discussion centered on the issues at hand, not allowing it to devolve into personal character attacks.
A

Productive conflict

251
Q
  1. Disputants seek to win for themselves rather than achieve collective gain.
A

Destructive conflict

252
Q
  1. Managing conflict: (__ __ __) and front-line officers seek to de-escalate (__) conflict by watching for and correcting symptoms of (__) conflict.
A

(Effective police managers) (destructive) (unproductive)

253
Q
  1. Ridiculing or threatening one another.
A

Symptoms of unproductive conflict.

254
Q
  1. The skill used when a police manager, leading a meeting, notices one person being silent, and calls on him, encouraging sharing of thoughts, concerns, and ideas.
A

Recognizing and correcting symptoms of unproductive conflict.

255
Q
  1. Communication style used when an officer facilitates a meeting to generate ideas for reducing speeding in the neighborhood?
A

Collaborative communication style.

256
Q
  1. Impugning each other’s character,
A

Symptom of unproductive conflict

257
Q
  1. What does the following illustrate? A police manager leading a meeting notices one person being silent, and calls on him, encouraging sharing of thoughts, concerns, and ideas.
A

correcting symptoms of unproductive conflict

258
Q
  1. Harboring resentments
A

Symptom of unproductive conflict

259
Q
  1. Refusing to express their thoughts.
A

Symptom of unproductive conflict

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