Chapter 3 Communications Flashcards
The basic purpose of communication is to transmit the thoughts in one persons mind to the mind of another person with minimal distortion of context or ________
Intent
Pg49
Most problems for managers and leaders can be traced back to a ________ process breakdown
Communication
Pg49
The intentional editing of a message in order to avoid conflict
Filtering
Pg50
________ deals with word meanings.
Semantics
Pg50
Problems that occur not because the language is different, but because the meaning associated with the words is different for the sender and receiver
Frame of reference
Pg50
Hearing only what one wants to hear
Selective listening
Pg50
________ from the receiver will clarify whether the message was interpreted correctly
Feedback
Pg51
Engaged, or ________ on the part of the chief officer would not only ensure effective communication but will also work toward building trust, respect, and effective teams.
Active listening
Pg51
Policies are generally considered to determine courses of action, whereas ________ are regarded as specific orders or instructions many times have a shelf life shorter than that of a policy.
Directives
Pg51
Unless a policy is something that requires immediate implementation, put the draft of the policy out for members to review and provide ________
Feedback
Communication using the ________ works best to get feedback
Human voice
Typically, the ________ at the state level determines the schedule and disposition of records that cover municipal departments.
Secretary of state
When an issue demands immediate attention, the chief can issue a ________ to inform the greatest number of people as quickly as possible.
Press Release
Most problems for managers and leaders can be traced back to ____________________
a communication process breakdown.
It is the through the mechanism of ___________________that adjustments are made in communications with another person
feedback
______________deals with word meanings. A communicator should use language that is familiar to the person receiving the message. Always tailor the message to the receiver and being especially cautious when communicating outside the organization
Semantics
Principles of effective communication:
Empathy:
understanding the other person’s point of view
Principles of effective communication:
Repetition:
saying a message enough times to have it understood.
Principles of effective communication:
Trust:
ensure that the source of information is reliable.
Principles of effective communication:
Timing:
Do not talk when you should listen.