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Effective Police Supervision > Chapter 3 Interpersonal Communications- Striving for Effectiveness > Flashcards

Chapter 3 Interpersonal Communications- Striving for Effectiveness Flashcards

1
Q

Interpersonal communication exists at every level of an organization, but it is most prevalent at?

A

The operational level, where, of necessity, there is continual interaction between supervisors and line personnel

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2
Q

What process ties the whole organization together?

A

Communication is the lifeblood of an organization.

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3
Q

It takes considerable time to develop good communication skills but it can be…

A

Learned

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4
Q

Firstline supervisors communicate with subordinates the most at what percent of the time?

A

55%

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5
Q

At what percent does a first-line supervisor communicate with superiors?

A

26%

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6
Q

At what percent does a first-line supervisor communicate with citizens?

A

15%

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7
Q

At what percentage does a first line supervisor communicate with other supervisors?

A

4%

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8
Q

Communication tasks performed by supervisors

A
  1. Conferencing with and providing direction to subordinates regarding particular events, incidents, or investigations.
  2. Meeting with and resolving disputes among subordinates.
  3. Meeting with managers to resolve specific problems or concerns.
  4. Meeting with other supervisors to resolve problems and coordinate activities.
  5. Providing feedback to subordinates regarding job performance.
  6. Resolving citizens or officers conflicts.
  7. Responding to subordinates’ inquiries.
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9
Q

The first line supervisor must understand the importance of what?

A

Verbal/nonverbal communication, the art of listening, and information processing.

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10
Q

Effective communication means

A

Getting the meaning across

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11
Q

When analyzing why one supervisor is a better communicator than another, one characteristic stands out:

A

You knows of the need to communicate well

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12
Q

Interpersonal communication involves two or more people. Participants in a conversation send messages by…

A

Verbal as well as nonverbal channels

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13
Q

Simplistic communication process

A

Sender
Message
Recipient

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14
Q

The sender of a message determines the relevancy of each message this is generally known as…

A

Gatekeeping in as much as the sender determines the importance of information

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15
Q

This is pertinent when the supervisor presides at the roll call session proceeding each shift.

A

It can be a learning experience for the officers or it can be conducted in a perfunctory manner with limited exchange of information

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16
Q

Communication is an exchange of information involving two or more parties, and all must participate. It is the process modified or constrained by such features as those listed here:

A
  1. Insufficient information will seldom produce a preferred result.
  2. The acceptor of the message determines the accuracy of the communication through decoding.
  3. The recipient of the message, because of attitudes experiences and motivations, determines whether the message is decoded in the way intended by the sender.
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17
Q

Each person involved in a communication situation both in codes and…

A

Decodes messages simultaneously

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18
Q

Another element of the communication process is the channel through which the message travels from the sender to the recipient. The term channel usually refers to one or more of the…

A

Human senses, this obviously involves both verbal and nonverbal aspects of communication, although the first line supervisor usually deals with oral communication.

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19
Q

Describe the realistic communication process

A

Sender encoding channel decoding recipient, noise and feedback

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20
Q

With feedback, the cycle becomes a viable to a process. Feedback because of its type can vary greatly it can be as simple as a

A

Nod of the head or as complex as a multiple page report

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21
Q

What is the last feature of the communication process?

A

Noise, is anything that reduces the accuracy of communication

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22
Q

A supervisor must be continually aware of the need to develop and maintain communication skills because it is the most important…

A

Managerial tool

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23
Q

What are the communications tasks in order of importance?

A
  1. Provide feedback to subordinates regarding their job performance. This should include such things as identifying strengths, weaknesses, and exceptional or inadequate performance brief subordinates on new or revised policies and procedures.
  2. Prepare written employee performance evaluations.
  3. Respond to subordinates inquiries regarding departmental policy, legal questions, in the application of discretionary decision making.
  4. Meet with and provide direction to subordinate regarding particular violations, investigative techniques in case processing.
  5. Brief subordinates on new or revised policies and procedures.
  6. Communicate subordinates concerns, desires, and suggestions to management.
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24
Q

Communication patterns
Traditionally what has dominated supervisory relationships with subordinates?

A

When we communication, the sender in this situation communicates without expecting or receiving feedback from the recipient.

25
Q

What occurs during two-way communication?

A

The recipient provides feedback to the sender

26
Q

One way communication is preferred when:

A
  1. Compliance is imperative
  2. Feedback is not wanted
  3. Orderliness is significant
  4. Speed is important
27
Q

When one we communication is selected as the appropriate means to be used, the sender must send a great deal of time preparing what will be said because there is no feedback to clarify issues or correct errors. It protects to senders…

A

Authority and power because mistakes are never acknowledged

28
Q

What are the drawbacks of two-way communication?

A

One must accept some risk and share power and authority

29
Q

Why does two-way communication require less planning?

A

Because of the built-in opportunities for feedback and the subsequent correction of errors or the clarification of issues

30
Q

What are the advantages of two-way communication?

A
  1. Acknowledgment of the importance of communicating
  2. Greater understanding
  3. Improved accuracy
  4. Recognition of subordinate need to know what is expected of them
  5. Sharing of authority and responsibility
31
Q

Barriers of communication
Barriers to communication are numerous, but they generally include…

A

A concern about one’s knowledge of a subject, the probability of being looked upon with displeasure, jeopardizing one’s status, environmental influences, personal expectations and semantics

32
Q

What’s an example of physical barriers?

A

Any given situation may block or lead to gargoyle transmission of a message

33
Q

What’s an example of psychological barriers?

A

An individual’s beliefs, judgments, values, needs, life experiences, education, training, and goals.

34
Q

What’s an example of physiological barriers in nature?

A

Fatigue is especially important and law enforcement

35
Q

Define semantics as it relates to effective communication.

A

Some words are simply misunderstood or subject to misunderstanding

Another semantic problem occurs when a supervisor uses jargon or esoteric language known as argot.

36
Q

List techniques for overcoming communication barriers:

A
  1. Use face-to-face communication continually personalize each contact and avoid written communication as much as possible.
  2. Create a supportive relationship.
  3. Developing atmosphere of mutual trust, respecting judgment, get subordinate involved in decision making process.
  4. Learn everything you can about all officers, especially their expectations.
  5. Maximize the use of feedback.
  6. Repeat communication when needed.
  7. Strive to be acutely aware of semantical differences.
  8. Use direct and simple language move from generalities to specifics and screen all information that is passed on.
37
Q

If there is but one supervisory principle as sergeant should follow it is…

A

To communicate, this is an essential aspect of any leadership style and must be instituted at every opportunity, even to the point of over-communicating.

38
Q

Feedback
In any working relationship, it is essential for sergeant to develop skills and techniques to provide officers with…

A

Feedback regarding their performance

39
Q

The best communication is that which is?

A

Supportive

40
Q

What is clearly needed so that emotions, feelings, and values will not interfere with the transmission of the message?

A

Self-examination

41
Q

Another feature of feedback is that it should be?

A

Specific, specific and detailed discussion of the issue under consideration is needed.

42
Q

What’s an example of positive feedback techniques?

A

Bayshore reaction on fact not personality. It is fundamental that personality becomes a non-issue in a feedback situation.

43
Q

When should feedback be provided?

A

Feedback should be provided as soon as possible after the occurrence, while it is still fresh and everyone’s mind

44
Q

Agree deal of a supervisor’s time is spent evaluating the conduct and actions of subordinates. Therefore a good part of feedback is either…

A

Instructive or corrective

45
Q

The Art of Listening
Good supervisors generally practice a skill that is very difficult to learn:

A

The art of listening

46
Q

Research suggests that most people listen at inefficiency level of approximately what percent?

A

25%

47
Q

What are some techniques that can be used for improving listening effectiveness?

A
  1. Adjust to the sender’s message
  2. Attempt to listen on emotionally
  3. Give undivided attention to speaker
48
Q

Nonverbal communication
What are the three components of a message that contribute to the communication process?

A

In terms of impact, 7% can be accredited to actual words, 38% to the way it was said, and 55% to nonverbal facets of communication.

49
Q

What is the study of nonverbal communication and concerns itself with understanding nonverbal signals it has been suggested that it actually reveals one’s innermost thoughts and feelings?

A

Kinesics (body language)

50
Q

An individual sends messages not only through language and words but also by tone of voice, pitch, and inflection. This form of communication is called…

A

Para language

51
Q

What is nonverbal communication use primarily to convey?

A

Emotions, desires, and preferences

52
Q

Eye contact reinforces talking with a subordinate because they are given undivided attention. The failure to maintain sufficient eye contact can display…

A

Aloofness, and directness, a lack of confidence, or anxiety. The face is the primary communicator of emotion.

53
Q

Gestures are the voluntary movement of a part of the body to explain, emphasize, or reinforce the verbal component of a message. It is an important part of what has been called the…

A

Silent language

54
Q

Communicating with limited English proficiency individuals
It is essential that first line supervisors be fully knowledgeable or conversant with the executive order and its impact on duties performed by those whom they supervise, such as:

A
  1. Receiving citizens complaints
  2. Interrogating witnesses
  3. Arresting, booking, and holding suspects
  4. Operating telephone 911 emergency centers
  5. Providing emergency medical services
  6. Enforcing laws and ordinances
    7 other duties
55
Q

Intercultural communications
The communication process, while different for each culture is composed of essentially three components-

A
  1. Language
  2. Culture
    3 ethnicity
56
Q

How would one recognize a hearing impaired individual?

A
  1. A person moving fingers and hands and repetitive patterns
57
Q

Considerations when communicating with hearing impaired individuals

A
  1. Family members and friends may not be effective or reliable and as interpreters
  2. Lip reading is often slow and requires a high degree of concentration lip reading does not facilitate to a communication
  3. Persons who are deaf and who communicate in sign language cannot communicate when they are handcuffed
  4. Qualified sign language interpreters can ensure effective communications
  5. Writing notes and finger spellings are both ineffective methods of communication for the majority of deaf persons.
  6. When communicating orally, speak slowly and distinctly
  7. Face The person and do not turn away while speaking
  8. Try to converse in a well-lit area
  9. Remember that only about 1/3 of spoken words can be understood by speech reading
58
Q

What is the protocol for arresting a hearing impaired individual?

A

He or she should be provided with a printed form of the Miranda warnings which includes offering and interpreter to the arresty without cost

Effective Police Supervision (2 decks)

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