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Effective supervison > Chapter 3 > Flashcards

Chapter 3 Flashcards

1
Q

This type of communication occurs when the recipient provides feedback to the sender

A

Two way communication
(Example: The sgt discusses a new policy at roll call and then asks for feedback)

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2
Q

This type of communication has TRADITIONALLY dominated supervisory relationships with subordinates ?

A

One way communication
- In this situation the sender communicates without expecting or receiving feedback from the recipient

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3
Q

What is the LEAST important communication task as ranked by supervisors?

A

Communicating subordinate concerns,desires and suggestions to management

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4
Q

What are some consideration when communication with hearing impaired individuals ? (6)

A

1) Family members and friends may not be effective or reliable as interpreters

2)lip reading is slow and requires high degree of concentration and does not facilitate two way communication

3)person who are deaf and communication in sign language cannot communicate when they are handcuffed

4)Writing notes and finger spelling are both ineffective methods of communicating, they are slow and many deaf persons are unfamiliar with law enforcement jargon

5) Try to converse in a well light area

6)Remember on 1/3 of spoken words are understood with speech reading

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5
Q

Supervisors in municipal law enforcement agencies spend the least amount of communication time preforming task related to ?

A

Other Supervisors (4%)

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6
Q

This is the last feature of communication process, that refers to anything that REDUCES the accuracy of a communication?

A

Noise
The greatest problem area is with the use of language

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7
Q

What aspect of communication make it a viable two way process ?

A

Feedback

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8
Q

Who Encodes messages?
Who Decodes messages?

A

The Sender encodes
The recipient/ accepter decodes

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9
Q

Supervisors in municipal law enforcement agencies spend majority of their communication time preforming tasks related to?

A

Subordinates (55%)

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10
Q

Define Communication

A

It is an exchange of information involving two or more parties and all parties must participate

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11
Q

An example in which a supervisor is in a position to control the amount of info subordinates will receive is how they preside at roll calls
What are the two manners in which they do so ?

A

Making it a learning experience for officers
or
Conducting roll call in a “perfunctory” manner with limited exchange of information

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12
Q

The Process in which the “sender” of a message determines the relevancy of each message is known as ?

A

Gatekeeping
(The sender exercises complete control over the flow of information)
(Supervisors are in a position to control the amount of information the subordinates will receive)

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13
Q

According to task analysis study describing the importance of communication for supervisors,
What % Involved communication ?

A

When considering 51 specific tasks, 51% involved communication

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14
Q

What is considered the life blood of the organization?

A

Communication

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15
Q

What are some guidelines for a supervisor when working with an interpreter for hearing impaired
(5)

A

1) When asked to provide a sign language interpreter, it is essential to ask which language the person uses

2) Provide for the interpreter when interviewing a witness, suspect or having any complex conversation

3) When using an interpreter look at and speak directly to the hearing impaired party not the interpreter

4) Talk at a normal or slightly slower speed if you speak fast.

5) Use short sentences and simple words

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16
Q

What are some signs/ indicators for recognizing a hearing impaired person?
(7)

A

1) Moving fingers and hands in a repetitive patterns

2) the individual seems unusually alert and follows every move with his eyes

3) the person appears alert but fails to respond to sound

4)the person gestures in a manner that suggests desire to write something

5) The person moves his or her lips without making any sound

6) The person points to the ears or ears and mouth with their index finger

7)The person speaks with a flat harsh or unintelligible monotone

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17
Q

How do “semantics” present a barrier to communication ?

A

Some words are simply misunderstood or subject to misunderstanding

There are words with multiple meanings and they can vary with each situation

Slang,jargon,argot and organization acronyms cant interfere with the communication process

Effective communication can only take place when actual symbolic meaning of words are shared

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18
Q

It is estimated that, how many people in the US have some degree or hearing impairment?

A

21 Million people

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19
Q

Explain the uniqueness of different cultures when they communicate

A

Cultures sometimes have different rules for speaking and listening

Some cultures converse with a great deal of emotion where others use extensive hand gestures

(In some Asian cultures, eye contact is considered disrespectful, while Americans prefer eye contact. Space is another nonverbal cultural feature. Supervisors need to understand and respect the importance of proxemics, or personal and social space. Arabic people, southern Mediterranean people, and Latin Americans stand close when they converse and touch while conversing—in sharp contrast to white Americans, who generally reject someone who violates their personal space)

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20
Q

What are some physical barriers to communication ?(4)

A

1)May block or lead to garbled transmission of messages

2)Might be the result of a poor radio transmission,

3)poorly written note

4)incorrect use of the radio

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21
Q

In response to the Arab world (expansion of Arab communities in the US)
The La county sheriffs department has created ___________.

A

Muslim Community affairs unit (MCAU)

(C

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22
Q

In response to the Arab world (expansion of Arab communities in the US)
The La county sheriffs department has created ___________.

A

Muslim Community affairs unit (MCAU)

(Consequently it has become increasingly important for superviros AND officers to develop intercultural competence and develop methods of communicating with people of other…

23
Q

Where does much of Limited English Proficiency’s animosity toward American Law enforcement officers come from ?

A

it is a carry over from their attitudes toward the police in their former country

24
Q

What is the language identification guide employed by the federal government that provides a laminated guide that can be handed to an individual so they can point and identify their language ?

A

I SPEAK

25
Q

What are the provisions of Executive order 13166, titled “Improving Access to services for persons with Limited English Proficiency?”

A

requires that the federal government and grant recipients take reasonable steps to ensure that people with LEP have meaningful access to programs, services and information they provide

26
Q

What is the MOST important task preformed by supervisors ?

A

Conferencing with and providing direction to subordinates regarding particular events , incidents and investigations

27
Q

How was communicating with L.E.P individuals traditionally dealt with ?

A

By obtaining assistance of a neighbor, friend or relative of the individual being interviewed who could act as a translator

28
Q

What is the voluntary movement of a part of the body to explain, emphasize or reinforce the verbal component of a message ?

A

Gestures
( Part of “silent” language”)

29
Q

What is the most important communication task as ranked by SUPERVISORS ?

A

Provide feedback to subordinates regarding their job performance

30
Q

What part of the body is the primary communicator of emotions ?

A

The face

31
Q

What are the advantages of one way communication ?(4)

A

1) Compliance is imperative

2)Feedback is not wanted

3)Orderliness is significant

4)Speed is important

32
Q

When an individual sends messages through, by tone of voice, pitch and inflection this is called ________?

A

Paralanguage

33
Q

If there is but one supervisory principle a sergeant should follow it is to ________?

A

Communicate

34
Q

What is the best kind of communication ?

A

Communication that is supportive and which imparts personal with and comfort to the recipient of the message

35
Q

What can a supervisor do to ensure emotions, feelings and values do not interfere with the transmission of a message ?

A

Self examination ( Dont let emotions interfere with the message )

36
Q

A Supervisor believes that one of the others should responds more quickly when providing backup for another officer during a traffic stop, he begins to recall definite instances of when the officer was late in responding to a scene. This is an example of ?

A

“Specific feedback”
Feedback that is specific
- By recalling the date, time and place of officers mishaps, helps in focusing on the problem and not the personality

37
Q

Some of the most succesful supervisors are also the best ______?

A

Listeners
Research suggests the most people listen at an efficiency level of approx 25%

38
Q

What 2 components of a message(I.E. actual words, the way it is said and no verbal facets of communication) is the largest contributor to the communication process ?
Which is the smallest contributor ?

A

Largest Contributor- Nonverbal facets of communication
Smallest contributor - Actual words

  • Nonverbal communication is body language or Kinesics. Kinesics is the study of non verbal signals
39
Q

What are the ADVANTAGES of two way communication ?(5)

A

1) Acknowledgment of the importance of communicating

2) Greater understanding

3)improved accuracy

4) recognition of subordinates need to know what is expected of them

5) Sharing of authority and responsibility (empowerment)

40
Q

What 3 feature modify or constrain the communication process ?

A

1)Insufficient information will seldom produce preferred results

2) The acceptor of the message determines the accuracy of the communication through encoding

3) the recipient of the message, because of attitude,experiences and motivations determines whether the message is decoded in the way intended by the sender

41
Q

How can supervisors improve officer performance and reduce boredom ?

A

Vary the officers assignment
* whenever possible the supervisor should recommend additional training

42
Q

At which level of the organization is interpersonal communication the most prevalent?

A

The operational level
* this is due to the continual interaction between supervisors and line personal

43
Q

How can supervisors be responsible to the demands of an increasingly diverse society ?

A

Being open and flexible
*must be willing to become knowledgeable about intercultural communications

44
Q

What techniques can be used for improving listening effectiveness ? (3)

A

1) Adjust to the senders message
(Search for the meaning the sender does not express)

2)Attempt to listen unemotionally
(withhold judgement and do not interrupt)

3)Give undivided attention to the sender
(Maintain eye contact and nod approval when appropriate )

45
Q

What are the disadvantages of two way communication ?(3)

A

1) One Must accept some risk

2)share power and authority

3) the senders position may be subject to scrutiny by subordinates

46
Q

What are the “barriers” that impede effective communication ?(6)

A

1) concern about jeopardizing ones status
(example: an officers ability is called into question)

2) fear of being looked down upon

3)fear of being viewed as less knowledgeable about a subject

4) physical influences

5) Physiological influences (Example: Fatigue)

6)Semantics

47
Q

What are some “psychological barriers” to communication (8)

A

1) Individual beliefs

2) Judgements

3) Values

4) Needs

5) Life experiences

6)education

7)Training

8) Goals

48
Q

When analyzing why one supervisor is better communicator then another what is the one characteristic that stands out?

A

An awareness of the need to communicate well

49
Q

What is a major disadvantage of one way communication ?

A

the sender must spend a great deal of time preparing what will be said because there is no feedback to clarify the issues of to correct errors

  • one way communication protects the senders authority and power because mistakes are never acknowledged
50
Q

What is the LEAST important communication task preformed by supervisors ?

A

Responding to subordinate inquiries

51
Q

What are some personal or physiological barriers to communication ?(4)

A

1) Fatigue is the most important
2)Work
3) Family
4) Financial problems

52
Q

What are the techniques for overcoming communication barriers ?(7)

A

1) Use of face to face communication

2) Create a supportive relationship

3) Create an atmosphere of mutual trust

4)Develop awareness of each subordinates needs

5) Maximize the use of feedback

6)Repeat communication when needed

7) Strive to be aware of semantical differences

53
Q

What are the techniques for overcoming communication barriers ?(8)

A

1) Use of face to face communication

2) Create a supportive relationship

3) Create an atmosphere of mutual trust

4)Develop awareness of each subordinates needs

5) Maximize the use of feedback

6)Repeat communication when needed

7) Strive to be aware of semantical differences

8) Use direct simple language

Effective supervison (7 decks)

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