Chapter 4 - Interpersonal Communications Flashcards
Basic to a supervisor understanding a subordinate’s point of view and advising him on the objectives of the organization is
A. The ability to communicate clearly and concisely
B. His understanding of the facts of human relations
C. Knowing and understanding his weaknesses and strengths
D. His willingness to discuss a subordinate’s problems
A. The ability to communicate clearly and concisely
Generally, the area most neglected by supervisors is
A. Training and educating subordinate personnel
B. Planning and research
C. Cultivating clear and concise communication
D. Supervision and follow-up
C. Cultivating clear and concise communication
Thought to be the single most important skill of a supervisor is the
A. Ability to effectively coordinate the work process
B. Recognition shown for training subordinates
C. Ability to communicate clearly and concisely
D. Willingness he shows towards employee grievances
C. Ability to communicate clearly and concisely
Communication is most necessary for
A. Direction, control and review
B. Organization and understanding
C. Performance and follow-up
D. Coordination of effort
D. Coordination of effort
Constructive organization cannot exist without
A. Review
B. Coordination
C. Process
D. Follow-up
B. Coordination
Ideas and decisions from a supervisor are more readily translated into effective action when communication is
A. Merely a part of the total communication process
B. Manifested in patience and understanding
C. Related to the recipient’s emotional needs and environment
D. Deliberate and related to unit procedures and work habits
C. Related to the recipient’s emotional needs and environment
Effective communication is accomplished with
A. Deeds
B. Words
C. The tone of words
D. All of the above
D. All of the above
“Actions speak louder than words” is
A. A misnomer
B. A sonnet
C. Prose
D. An adage
D. An adage
It is beneficial for a supervisor to review the basics of good communications
A. Daily
B. Whenever
C. Whenever he speaks
D. Prior to times of stress
B. Whenever
Communications is a delicate, complex process involving many factors, namely
A. Psychological, cultural and environmental
B. Training, understanding, and truth
C. Technique, terminology, and responsibility
D. Response, rationalize, and question
A. Psychological, cultural and environmental
Often the effect communication has is determined by the environment in which it takes place
A. Placing one man in charge of a conference meeting
B. Correcting a subordinate at the location of his mistake
C. A supervisor criticizing a subordinate in front of others
D. Training subordinate personnel whenever the need arises
C. A supervisor criticizing a subordinate in front of others
It is worse to criticize subordinates in front of
A. Outsiders
B. His superiors
C. His peers
D. All of the above
D. All of the above
Psychologically a supervisor might find that dealing with the retiring, diffident individual may be best served by being
A. Direct and firm
B. Symbolic of authority and at the same time being a friend
C. Tactful and using a “soft” approach
D. Well informed prior to any communications
C. Tactful and using a “soft” approach
Relating to the process of communications we find that words in themselves are
A. The highest order of man’s civilization
B. Representations of something abritrary and/or symbolic
C. Guidelines from the past and symbolic of the future
D. Sufficient and stand alone in the process of communications
B. Representations of something abritrary and/or symbolic
For words to have meaning they must be
A. Related to the current subject matter
B. Spoken and heard
C. Understood first by the source
D. Associated with some past experience
D. Associated with some past experience
A speaker translates ideas to his listeners by the use of
A. Gestures and inflections
B. Signs and symbols
C. Actions and expressions
D. Repetition of fact
B. Signs and symbols
Generally regarded as most important in coordinating the efforts of organizational units is
A. Upward communications
B. Lateral communications
C. Diagonal communications
D. Downward communications
B. Lateral communications
A factor considered to be a major obstacle to good communications is
A. A failure to listen
B. Mental preoccupation
C. Inability to concentrate
D. Personal dominance
A. A failure to listen
Greater difficulty in achieving effective communications would generally result when the
A. Status or rank was equal
B. Interaction of those involved was responsive
C. Difference in status or rank was great
D. Rank or status was near equal
C. Difference in status or rank was great
Generally, communications would be most difficult from
A. Police Chief to Captain
B. Lieutenant to Captain
C. Sergeant to Patrolman
D. Captain to Sergeant
B. Lieutenant to Captain
The prestige of a speaker generally has
A. An affect equal to the subject matter discussed
B. A significant influence on the listener
C. As much adverse as positive reaction
D. No bearing on how well he is received
B. A significant influence on the listener
Listeners tend to accept ideas more readily from those who
A. Manifest awareness
B. Are their peers
C. Have prestige
D. Avoid abstractions
C. Have prestige
Communications would generally travel easiest from
A. Lieutenant to Captain
B. Patrolman to Captain
C. Captain to Police Chief
D. Sergeant to Patrolman
D. Sergeant to Patrolman
Status as we know it can be
A. Helpful
B. Helpful or a hindrance
C. Indefinable
D. A hindrance
B. Helpful or a hindrance
In communicating with a particular patrolman, Sergeant Jones notices this officer seems to act inadequate or inferior. In dealing with this officer it is important not only to help him, but to avoid having him withdraw even further, thus making communications more difficult. Therefore, the sergeant should avoid, when possible, taking
A. “Hard” approach
B. “Apathetic” approach
C. “Soft-line” approach
D. “Evasive” approach
A. “Hard” approach
Thought to be the result of the most common form of day-to-day communicative misunderstanding is
A. The problem resulting from the inability of subordinates to express them-selves in the language of their profession
B. Redundancy caused by noise and static during the process of communications
C. The assumption that what is apparently perfectly obvious to the communicator is clear to the receiver
D. Psychological obstacles created by authority, inferiority, and a capacity detrimental to interpersonal relations
C. The assumption that what is apparently perfectly obvious to the communicator is clear to the receiver
In communicating, a supervisor should be aware that words he uses quite frequently have a great number of other meanings. With this in mind, it becomes obvious that expression requires careful
A. Interpretation and response
B. Awareness
C. Clarity and precision
D. Organization
C. Clarity and precision
Individuals who make statements that, in effect, leave a “back door open” through which they may retreat if necessary are generally
A. Over-confident and resent criticism
B. Insecure and fear being criticized
C. Insincere and self-serving
D. Individual, not group, oriented
B. Insecure and fear being criticized