Chapter 4 - Interpersonal Communications Flashcards

1
Q

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

A. The ability to communicate clearly and concisely

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2
Q

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

A

C. Cultivating clear and concise communication

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3
Q

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

A

C. Ability to communicate clearly and concisely

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4
Q

Communication is most necessary for

A. Direction, control and review
B. Organization and understanding
C. Performance and follow-up
D. Coordination of effort

A

D. Coordination of effort

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5
Q

Constructive organization cannot exist without

A. Review
B. Coordination
C. Process
D. Follow-up

A

B. Coordination

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6
Q

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

A

C. Related to the recipient’s emotional needs and environment

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7
Q

Effective communication is accomplished with

A. Deeds
B. Words
C. The tone of words
D. All of the above

A

D. All of the above

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8
Q

“Actions speak louder than words” is

A. A misnomer
B. A sonnet
C. Prose
D. An adage

A

D. An adage

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9
Q

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

A

B. Whenever

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10
Q

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

A. Psychological, cultural and environmental

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11
Q

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

A

C. A supervisor criticizing a subordinate in front of others

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12
Q

It is worse to criticize subordinates in front of

A. Outsiders
B. His superiors
C. His peers
D. All of the above

A

D. All of the above

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13
Q

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

A

C. Tactful and using a “soft” approach

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14
Q

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

A

B. Representations of something abritrary and/or symbolic

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15
Q

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

A

D. Associated with some past experience

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16
Q

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

A

B. Signs and symbols

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17
Q

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

A

B. Lateral communications

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18
Q

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. A failure to listen

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19
Q

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

A

C. Difference in status or rank was great

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20
Q

Generally, communications would be most difficult from

A. Police Chief to Captain
B. Lieutenant to Captain
C. Sergeant to Patrolman
D. Captain to Sergeant

A

B. Lieutenant to Captain

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21
Q

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

A

B. A significant influence on the listener

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22
Q

Listeners tend to accept ideas more readily from those who

A. Manifest awareness
B. Are their peers
C. Have prestige
D. Avoid abstractions

A

C. Have prestige

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23
Q

Communications would generally travel easiest from

A. Lieutenant to Captain
B. Patrolman to Captain
C. Captain to Police Chief
D. Sergeant to Patrolman

A

D. Sergeant to Patrolman

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24
Q

Status as we know it can be

A. Helpful
B. Helpful or a hindrance
C. Indefinable
D. A hindrance

A

B. Helpful or a hindrance

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25
Q

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

A. “Hard” approach

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26
Q

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

A

C. The assumption that what is apparently perfectly obvious to the communicator is clear to the receiver

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27
Q

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

A

C. Clarity and precision

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28
Q

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

A

B. Insecure and fear being criticized

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29
Q

Supervisors who jump to conclusions before hearing all facts offered by a subordinate engender an impression of

A. Propriety, pomp and disloyalty
B. Disinterest, discourtesy and impatience
C. Stress, fualtfinding and bias
D. Intolerance, injustice and fear

A

B. Disinterest, discourtesy and impatience

30
Q

The statement, “Why confuse him with facts?” most relates to an individual who

A. Is indicating justfiable apathy
B. Is, or thinks he is, extremely intelligent
C. Is shy and afraid of criticism
D. Has already made up his mind

A

D. Has already made up his mind

31
Q

The process whereby information verbally passes from one individual to another usually

A. Distorts or dilutes the content
B. Reinforces ideas and concepts
C. Develops understanding
D. Contributes to editorializing

A

A. Distorts or dilutes the content

32
Q

Lieutenant Smith went to his captain with information of a negative nature. The captain was upset and acted as if it were the Lieutenant’s fault, although it was not. A week later the lieutenant again gave the captain information that was unpleasant. The captain again became upset and went into a tirade. How will the captain’s actions probably affect the lieutenant?

A. Lt. Smith will likely only give the captain favorable news
B. Lt. Smith will work harder to bring about more favorable results
C. Lt. Smith will evaluate what is and what is not important
D. Lt. Smith will reword information given to the captain

A

A. Lt. Smith will likely only give the captain favorable news

33
Q

Sgt. Brown finds it convenient to filter events of the day and inform his Lt. on only good occurences. Unpleasant matters rarely reach the Lt and are usually effectively handled by the Sgt. Sgt. Brown, in following this type of policy, is

A. Not wholly correct, nor is he wrong, as one of his duties is to handle situations at the lowest possible level
B. Assuming his superior is incapable of accepting events as they are and dealing with them effectively
C. Creating a situation where the Lt. is forced to make judgments based on incomplete information
D. Correct to the point where his actions do not harm or impair the effective operations of the unit

A

C. Creating a situation where the Lt. is forced to make judgments based on incomplete information

34
Q

The police hierarchy should realize that people at all phases and levels within the organization communicate either within their own system or

A. A well-defined structure
B. That of another organization
C. Develop communication barriers
D. That created by the organization

A

D. That created by the organization

35
Q

How well an individual accepts communications he receives depends greatly on his

A. Having the sender interpret such information
B. Needs, experiences, and immediate environment
C. Tone, inflection, and gestures
D. Prior knowledge of the subject matter

A

B. Needs, experiences, and immediate environment

36
Q

The factor having the least bearing on communicative interaction between individuals is

A. Attitude
B. Mood
C. Emotion
D. The setting

A

D. The setting

37
Q

Communications pass through channels that are called the

A. Communications net
B. Functional grapevine
C. Communications log
D. Network structure

A

A. Communications net

38
Q

The greater number of individuals involved in the interpretation of messages, the more chance the end product will be

A. Understood
B. Lucid
C. Structured
D. Distorted

A

D. Distorted

39
Q

A high level supervisor who insists his two subordinate supervisors keep him informed on all matters would likely cause these subordinates to feel

A. Inadequate
B. Hostile
C. They are not trusted
D. Needed and important

A

C. They are not trusted

40
Q

A supervisor should be kept well informed on

A. Important matters
B. Current facts
C. All matters
D. All of the above

A

A. Important matters

41
Q

A police captain in the interest of being kept informed on important matters advises his subordinate supervisors to report any information to him if they are in doubt as to its importance. He then states, “If I am not informed on relevant important matters or situations, it will be assumed you have acted improperly and I will then act accordingly.” This statement by the captain is

A. Improper; it places too great a burden on subordinate supervisors and sufficient responsibility is not assumed
B. Proper, however time and effort will be lost in the inevitable process of debate
C. Improper; clear guidelines on what is and what is not important should precede any such order
D. Proper, however he will probably receive a certain amount of unwanted information

A

D. Proper, however he will probably receive a certain amount of unwanted information

42
Q

Generally, the organizational grapevine is

A. Helpful
B. Harmful
C. Not important
D. __ of the above

A

B. Harmful

43
Q

Prior to communicating, a supervisor should be sure his ideas are

A. Relevant to the discussion
B. Grasped by the recipient
C. Goal oriented
D. Clear in his mind

A

D. Clear in his mind

44
Q

Prior to giving an order, a supervisor should be most certain

A. He knows how the recipient will react
B. It will effectively change the recipient’s thinking
C. What he wants the recipient to do
D. He cites the authority for his order

A

C. What he wants the recipient to do

45
Q

The goal of each communicative effort made by a supervisor should most nearly be to communicate

A. As much information as he or she desires and as time allows
B. An amount of information that is not too much
C. As much information as the recipient allows
D. As much information as possible

A

B. An amount of information that is not too much

46
Q

Due to special circumstances, on December 15th word is received by a unit captain that his patrolmen and supervisors must work on Christmas Day. It would be best to advise the affected personnel of this order

A. As soon as possible
B. After an appeal is turned down
C. On December 24th
D. On December 25th

A

A. As soon as possible

47
Q

Most relevant in knowing if a supervisor’s communication to a subordinate is having the desired effect is the feedback he receives. Feedback involves a subordinate’s

A. Objective determination of his goals
B. Face-to-face encounter with his superior
C. Ability to counter with effective communications
D. Reaction, and verbal and nonverbal behavior

A

D. Reaction, and verbal and nonverbal behavior

48
Q

Supervisors should primarily keep subordinates informed of

A. All matters
B. Organizational-related matters
C. Matters affecting them
D. Policy decisions

A

C. Matters affecting them

49
Q

You, a captain, become aware that a particular rumor has spread throughout your command. The rumor is not true, but the resultant fear it is causing has made most of the people work harder. Under the circumstances it would be best for you to

A. Say nothing as long as the results are beneficial
B. Determine from whom or where the rumor originated
C. Give some slight indication the rumor may have validity
D. Put an end to the rumor by providing the truth

A

D. Put an end to the rumor by providing the truth

50
Q

If the police hierarchy issues communications which are intended to bring about results that are lasting, then they should also be

A. Implemented as soon as they are received
B. Consistent with the organization’s long-term goals
C. Evaluated in light of changing conditions
D. Analyzed and revised on a continual basis

A

B. Consistent with the organization’s long-term goals

51
Q

If a supervisor feels that communication with a subordinate will be unpleasant, even though necessary, he should

A. Postpone the interchange temporarily
B. Determine the reason why
C. Communicate in writing
D. Have the interchange

A

D. Have the interchange

52
Q

The adage “practice what you preach” is perhaps nowhere more important than

A. In a subordinate’s relationship with his supervisor
B. When action is required for a critical decision
C. In a supervisor’s relationship with his men
D. When structuring the organization’s chain of command

A

C. In a supervisor’s relationship with his men

53
Q

Talking is considered a

A. Secondary means of learning
B. Supplement to development
C. Better teaching than listening
D. Consistent key to understanding

A

A. Secondary means of learning

54
Q

The greatest barrier to personal communications is and individual’s inability to listen skillfully, intelligently, and

A. Informally to another
B. To weigh the facts
C. Understandingly to another
D. To be democratic

A

C. Understandingly to another

55
Q

If we categorized communications into three main groups, we would have free-rain, autocratic, and

A. Individual
B. Motivating
C. Organiztional
D. Democratic

A

D. Democratic

56
Q

The relative ease with which autocratic communications are made results primarily because

A. Of the development of ideas which affect decisions
B. Concurrence by those affected is not sought
C. Physical contacts are held to a minimum
D. Arbitrariness is kept at a minimum

A

B. Concurrence by those affected is not sought

57
Q

The type of communications having the advantage of speed and also well adapted to emergency-type conditions is

A. Democratic
B. Free-rein
C. Autocratic
D. Individual

A

C. Autocratic

58
Q

If difficulty is encountered when the autocratic method of communications is predominant, it is in great part because

A. The opportunity for two-way conversation is limited and controlled
B. Communications are understood by the supervisor and often not by the subordinates
C. Leadership and guidance are kept at a minimum
D. Subordinates are seldom given a chance to participate in decisions affecting them

A

D. Subordinates are seldom given a chance to participate in decisions affecting them

59
Q

The type of communications where the supervisor is usually kept well informed by his subordinates is the

A. Democratic
B. Free-rein
C. Autocratic
D. Individual

A

A. Democratic

60
Q

When compared with the autocratic method of communications, we find the democratic method lacks

A. Guidance and understanding
B. Acceptance and opportunity
C. Speed and directness
D. Consistency and application

A

C. Speed and directness

61
Q

The free-rein method of communication often allows subordinates too much freedom so that it reaches the point where

A. Communications of any kind are not forthcoming
B. Subordinates are unclear as to their normal chain of command
C. Mistakes and misunderstandings constantly arise
D. Work is not accomplished and responsibility not placed

A

C. Mistakes and misunderstandings constantly arise

62
Q

The method of communications a supervisor should consider most appropriate for his usage is

A. Democratic
B. Autocratic
C. Free-rein
D. All of the above

A

D. All of the above

63
Q

A tangential speaker is most nearly one who

A. Knows the subject and deals with it effectively
B. Is strong on controlling people and weak on the subject matter
C. Touches the issue and digresses in other areas
D. Is weak on the subject, but has the ability to control people

A

C. Touches the issue and digresses in other areas

64
Q

Written communications, to be effective, involve organizing thoughts and ideas in such a manner as to

A. Allow the writer to be cognizant of what the reader wants to be told
B. Enable the reader to understand what the writer wants him to know
C. Permit the reader to understand the writer and the thought process involved in his conclusions
D. Enable the reader and writer to appreciate common faults prevalant in this method of communications

A

B. Enable the reader to understand what the writer wants him to know

65
Q

Clarity of communications is most important in

A. Written communications
B. Face-to-face contacts
C. Verbal communications
D. Telephone communications

A

A. Written communications

66
Q

“A sentence must not only be capable of being understood; it must be incapable of being misunderstood.” This statement advocates

A. Simplicity of style
B. Accuracy of content
C. Arrangement of thought
D. Clarity of expression

A

D. Clarity of expression

67
Q

A written report should begin with

A. A logical recommendation
B. A topic paragraph
C. A plan of action
D. The least important elements

A

B. A topic paragraph

68
Q

The final paragraph of a report would generally not include

A. Recommendations
B. A plan of action
C. The essence of the topic
D. Solutions

A

C. The essence of the topic

69
Q

A good practice for a writer to follow after he has written his report is to

A. Read it to himself and discuss the content
B. Read it aloud and listen to what he has said
C. Read it aloud and listen to what he intended to say
D. Read it to himself and ask himself questions

A

B. Read it aloud and listen to what he has said

70
Q

One main reason why written communications fail is

A. There is a general insufficient source of documentation
B. That general meanings tend to be self-sustaining to the writer
C. That the reader is not considered as the paramount factor
D. That the writer doesn’t support conclusions with facts

A

D. That the writer doesn’t support conclusions with facts

71
Q

The most persuasive communications are

A. Deeds
B. Words
C. Expression
D. Inflections

A

A. Deeds