Chapter 10

Question 1

RESEARCH has indicated that ___ is

the number one problem in management

Answer 1

communication

Question 2

An aggregate ___ can be defined as the process by

which senders and receivers interact in both professional and social contexts.

Answer 2

communication

Question 3

The following are the steps that are occurring in this communication process:

Answer 3

Sender, Message, Channel (medium), Receiver, Feedback, Environment, Noise

Question 4

___ to communication can occur at any place in the system.

Answer 4

Barriers

Question 5

___ and responsibility determine the path that communication should take, whether upward or downward.

Answer 5

Delegated authority

Question 6

Most police managers prefer a ___ regardless of how

cumbersome it may be, because they can control it

Answer 6

formal system,

Question 7

___ is used by management for sending orders, directives, goals, policies, procedures, memorandums, and so forth to employees at lower levels of the organization.

Answer 7

Downward communication

Question 8

The ___ between superior and subordinate impedes upward communication in several ways.

Answer 8

physical and other types of distances

Question 9

One of the strongest deterrents to upward communication is a failure of management to take action on ___ previously brought to their attention.

Answer 9

undesirable conditions

Question 10

Neither the system available nor the rewards offered to the subordinate for ___ equal those for downward messages.

Answer 10

upward communication

Question 11

in ___, it is much easier and more natural to achieve, therefore, it often replaces vertical channels rather than supplementing them.

Answer 11

horizontal communication

Question 12

The best-known system for transmitting informal communication is the ___

Answer 12

grapevine

Question 13

Dysfunctional traits of grapevines include

its tendencies to spread rumors and untruths, its lack of responsibility to any group or person, and its ___

Answer 13

uncontrollability.

Question 14

Attributes of the grapevine ___may work either to the good or to the detriment of the organization.

Answer 14

its speed and influence

Question 15

The grapevine is a ___ to be reckoned with in the daily

activities of management, and no competent manager would try to abolish it.

Answer 15

permanent factor

Question 16

The single strand, The gossip chain, the probability chain, and the cluster chain are ___

Answer 16

Grapevine patterns

Question 17

the nature of ___ has changed dramatically, mainly because of breakthroughs in electronic communication technology

Answer 17

organizational communication

Question 18

Deal with ___ issues in person, not through an impersonal electronic medium

Answer 18

personal or sensitive

Question 19

The ubiquitous use of ___ has also made it even easier for police managers to communicate with one another and their subordinates.

Answer 19

cellular telephones

Question 20

Regardless of which approach an agency chooses to use, though, the selection of the ___involved cannot be overemphasized.

Answer 20

right personnel

Question 21

a key consideration in the selection of personnel for social media management is people who command a grasp of the ___ for the agency.

Answer 21

“big picture”

Question 22

any public information officer will attest, ___ in which a message is delivered often has more impact on the audience than the actual words used.

Answer 22

the way

Question 23

___ in voice is key; each agency,

particularly those using multiple posters, should strive for uniformity with how messages are conveyed.

Answer 23

Consistency

Question 24

___ of police agencies reported that they have had issues, disputes, or controversies resulting from employees’ personal postings on social media sites

Answer 24

57 percent

Question 25

From the law enforcement perspective, some argue that the media’s ___ role conveys inherent distrust

Answer 25

“watchdog”

Question 26

From the journalists’ point of view, the police are among the organizations that especially bear watching, since they have ___ and history is replete with examples of police corruption.

Answer 26

enormous power

Question 27

Not long ago, when a police agency wanted to communicate with a large number of citizens, the ___ was pretty much the only game in town.

Answer 27

traditional mass media

Question 28

Subscribers to ___feeds automatically receive notification when a web site they follow is updated

Answer 28

Real Simple Syndication (RSS)

Question 29

Similar to Twitter,___ requires users to confine their messages to a 140-character message.

Answer 29

Nixle

Question 30

Effective ___ skills often help informal leaders be selected for formal leadership positions.

Answer 30

interpersonal communication

Question 31

Attempts at persuasion, including inspirational speaking and writing, begin with the ___ of the message sender. It

Answer 31

credibility

Question 32

People with high intelligence tend to be more influenced by messages based on strong, ___arguments

Answer 32

logical

Question 33

To counter ___ the leader must explain to agency members how they will benefit from what is being proposed.

Answer 33

“slowness of spirit,”

Question 34

A message either spoken or written will be more persuasive if it is supported with ___

Answer 34

solid data.

Question 35

The use of ___ (also known as “junk words”) | conveys the impression of low self-confidence

Answer 35

parasitic words

Question 36

Writing, in addition to speaking, is more persuasive when key ideas are placed at the ___ of a conversation, an e-mail message, a paragraph, or a sentence.

Answer 36

beginning

Question 37

The chances of selling an idea increase | to the extent that it is ___in the mind of the presenter.

Answer 37

clarified

Question 38

Nonverbal communication is important because leadership involves ___, which words alone cannot communicate convincingly

Answer 38

emotion

Question 39

___ involves interaction among three or more individuals in a face-to-face situation.

Answer 39

Group communication

Question 40

the ___ of the group is a factor in determining the ability of individuals to communicate with each other.

Answer 40

size

Question 41

Once the size of the group exceeds ___people, the ability of individual members to influence each other diminishes.

Answer 41

20

Question 42

there are four phases in ___: (1) orientation, (2) conflict, (3) emergence, and (4)reinforcement.

Answer 42

group interaction

Question 43

police supervisors must understand that ___ in our society often communicate quite differently and may solve problems in dramatically different ways.

Answer 43

men and women

Question 44

There is no substitute for ___ as the foundation, and sincerity as its expression, in carrying out law enforcement services equally and fairly.

Answer 44

compassion

Question 45

The first contact minorities have with law enforcement officers will either___ suspicion as to how they will be treated.

Answer 45

confirm or dispel

Question 46

law enforcement professionals must always | bear in mind that culture, by definition, is a ___

Answer 46

generalization

Question 47

the two generations that make up most of the employees in police departments today—namely, ___

Answer 47

Generation X and Generation Y

Question 48

Having grown up in a culture that places a strong demand on___, Generation Xers have little tolerance for delays.

Answer 48

immediacy

Question 49

Because Generation Yers are new to the professional workplace, no matter how smart and confident they are, they are definitely in need of ___.

Answer 49

mentoring

Question 50

Items of ___, which many see as acceptable in e-mail or instant messaging, are starting to find their way into nonelectronic communication as well.

Answer 50

computerese