CHAPTER 5 Flashcards
CHAPTER 5
- The ability to _____ is the most important single skill of the supervisor because it is basic to understanding the subordinate’s point of view and passing on to him the objectives of the enterprise.
communicate clearly and concisely
- Among supervisors, ____ is commonly the greatest area of weakness and the one most neglected.
communication
- Burrow, Everard, and Kleindel report that the number one problem of management, and the number one complaint of workers, is ____.
communication difficulties
- It is important for the supervisor to realize that IDEAS AND DECISIONS can more readily be translated into the desired action when they are communicated to others with some consideration given to the ____.
emotional needs of the recipient and to his environment
- Few opportunities in the organizational setting offer the supervisor a greater chance to make his mark than the occasion to prepare a competent report and then ___.
convey its content to superiors and subordinates alike
- ____ between persons and groups are very delicate, complex processes involving many factors-___x3.
communication
cultural
environmental
psychological
- The ___ in which a communication takes place will often determine its effect.
environment
- Indeed, in today’s increasingly mixed gender workplace, supervisors are wise to consider that the differences in how men and women communicate have been compared to ____.
cross cultural communication
- ____ are the means a speaker uses to translate ideas to his listener.
symbols and signs
- ___ symbols are used to express thought.
word
- ___ in themselves mean nothing; they are merely arbitrary symbolic representations of something.
words
- One expresses himself by words, gestures, facial expressions, inflections, and actions-but mostly by ___-to the recipient, who hopefully absorbs what he perceives, interprets it, and reacts by words or actions.
imprecise words
- The _____ is highly dependent of necessity on good upward, downward, and lateral communication.
effectiveness of organizations
- Before real ___ can take place, those who desire to engage effectively in this interaction should be aware that certain barriers must be recognized, understood, and removed.
communications
- A principle obstacle to good communications is the failure to ___.
listen to what others are saying
- The greater the difference in status or rank, the greater the difficulty in achieving effective ____.
communications
- ____ are easier if they travel downward from the superior than if they go upward from the subordinate.
communications
- Earning respect is also enhanced by considering the ___ of communications; when a supervisor addresses a subordinate by his or her FIRST name, it often has an exhilarating effect on an officer.
human element
- Should the subordinate tend toward feelings of inadequacy or inferiority, he may become especially sensitive to a ____.
hard approach and is likely to resent it.
- The failure of the supervisor to recognize the importance of the ____ of the communication process creates barriers that will be difficult to overcome.
psychological aspects
- ___ in communications is referred to by theorists as the static that interferes with the transmission of messages.
noise
- The extent to which ___ is reduced as a distractor will largely determine how effective communications are.
noise
- ___X4 can be considered noises that hinder communication.
psychological stress from the inside outside or inside
failure to listen to actively
environmental distractors
abstractions
- Because of ____, the police supervisor will seldom encounter problems resulting from inability of his subordinates to express themselves in the language of the profession.
selection standards
- Perhaps the most common form of everyday misunderstanding results from the assumption that ____.
what is perfectly obvious (apparently) to the sender is clear to the receiver.
- Many individuals avoid making positive declarations because they fear ____.
being criticized for what they say or think
- _____ on incomplete information before hearing a subordinate out is a tendency supervisory personnel must suppress.
jumping to conclusions
- As information is passed from individual to individual, usually a distortion or dilution of content occurs, which is called ____.
filtering
- The channels through which communications pass are called the ____.
communications net
- Intentional suppression of information that should pass from the superior to his subordinates will eventually cause a ____.
breach in upward channels
- The larger the number of persons involved in the interpretation of messages, the greater is the possibility that the end product will be ___.
distorted
- The astute supervisor will require his subordinates to keep him apprised of matters of concern to him, especially in critical operations such as ____.
vice and narcotic assignments
- Too much insistence that employees follow _____ will tend to sterilize the passing of information upward, downward, and across organizational lines.
communication channels
- Research has shown that adherence to ____ within the hierarchy facilitated communications but that morale was better in systems involving ____.
formal channels
informal channels
- With respect to informal channels, the __ operates with great strength in most organizations.
grapevine
- Some studies have shown that employees rely on the grapevine when they feel ___x4.
when they feel threatened
when they are under stress
when there is a pending change
when employees feel that communication from management is limited
- If the supervisor is to achieve better understanding between himself and his subordinates, he will be well advised to concentrate on ____wherever possible.
removing the impediments to effective communications
- There is a direct correlation between the effectiveness of ___ and the total setting in which they occur.
communications
- When the purpose of the communication or the evidence on which it was based is conveyed to the recipients, it is far more likely to be ________.
well accepted than if no efforts have been made to prepare them for the change.
- _____, this principle is the key to effective interpersonal communication.
practice empathy
- ___ is perhaps the most important of the supervisor’s tools in learning if he is communicating well.
feedback
- The considerable effort that goes into the development of good communications may be wasted if the supervisor fails to ____ to determine how effective they have been.
follow up
- A supervisor should keep his subordinates informed as much as possible about matters affecting them such as ___x4.
work plans
schedules
policies
decisions
- Employees will react best to changes in x3___ when they have been given some background to aid them in understanding the need for change.
plans
operations
working conditions
- Workers are not always entitled to explanations from management as a mater of inherent right, but management will do well to explain the why of order or directives whenever practicable or risk ____.
failure to gain acceptance
- If the supervisor looks at management from the point of view of the subordinate and takes the subordinate’s interest into account when formulating communications vital to his interests, ______.
greater managerial success will be achieved in the all important function of community
- Communications that are devised to bring about lasting results should be consistent with the ____.
long term goals of the organization
- ___ should not be changed frequently.
general orders
- The most persuasive communications involve ___, not what is said.
what is done
- The supervisor must develop his ____ if he is to achieve success in his communications consistently.
listening ability
- Attentiveness to responses and concentration on what is being said are necessary to ____.
understanding
- The most effective communicator will listen not only to what the speaker says, but also to what the speaker ___.
says but also what he means
- Communications, like the leaders who initiate them, may be categorized into three broad groups: ____.
autocratic
democratic
free rein
- __ can be issued with relative ease, since concurrence by those affected is not sought.
autocratic communications
- ____ lack the speed and directness of those that are autocratic, and while they hold the greatest promise for success in most normal operations, the supervisor will find that he must forego consultation with his subordinates when _____.
democratic communications
speed of operations is essential
- ___ provide for a minimum of contacts, thereby leaving subordinates to operate in isolation.
free rein communications
- Attempts by the supervisor to improve his ability to express himself cannot be successful until he has _____.
analyzed his shortcomings and has made positive effort to overcome them
- The supervisor is judged to a great extent throughout his career by how well he expresses himself not only orally but also in ___.
writing
- In a literal sense, anything written by a person in his official capacity involves a staff function and can be called a ___.
staff writing
- ___ is information that is not required to complete an action; it is information that you keep in case you need it later
reference information
- Reference information is stored in your reference system-___x3
email reference folder
my document folder
company intranet site
- ___ is information you must have to complete an action. It is stored with the action, either on your to do list or on your calendar.
action information
- Most people receive a considerable amount of___ through email.
reference infromation
- Sally McGhee offers four key factors for processing and organizing your email more efficiently ___x4.
set up a simple and effective email reference folder
schedule uninterrupted time to process and organize email
process one item at a time starting at the top
use the 4 d’s
- Four Ds model, you have 4 choices: ___x4
delete it
do it
delegate it
defer it
- There are two things you can do to defer a message:
turn it into an actionable task
or turn it into an appointment
- As the amount of ___x3 continues to grow, the job of the police supervisor becomes more complex.
administrative requirements
statutory case law
developing professional practices
- A ___ is absolutely necessary to keep rules organized in a way that facilitates operations.
policy management system
- CALEA says that a comprehensive, well thought out, uniform set of ____ is one of the most successful methods for reaching administrative and operational goals, while also providing direction to personnel.
written directives
- Policies, procedure, orders, and rules and regulations can be easily codified into a ____ and fashioned into a manual by even the smallest agency
numbered decimal system
- Modification of manuals can be accomplished as the need arises by a system of ___x3.
general
special
operation orders
- ___ establish policy, the broad rules describing general objectives of the organization. These are somewhat permanent declarations of organization policy and should not be changed frequently.
general orders
- ___ are issued to establish procedures or rules and regulations necessary incurring out policy; these rules are changed occasionally to keep organizational practices consistent with current needs.
special orders
- ___are used to describe the procedures to be followed and the goals to be achieved in a particular event. These should remain in effect only for the duration of the operation to which they relate.
operation orders
- ___ are forms of orders relating to matters of general interest, such as routine notifications and scheduled events.
notices
- Some ____ are used repeatedly for athletic events, parades, fairs, and the like and require minimal changes to keep them current, whole others are of use for on event only, after which they become inoperative.
operation orders
- Most agencies make provisions to give personnel in supervisory and command positions authority to issue ____ relating to the operation of a particular unit.
formal orders
- As in the preparation of any ____, great care must be exercised so that such communications will clearly state their purpose, the policy or rule established, or the procedure to be followed.
written directive
- ____ fail to achieve what is intended for three reasons. *** have an idea of what the 3 reasons are.
the writer, because of lack of care or inability to discriminate between fact and non-fact
the writer fails to use the most specific and concrete words to make his meaning clear
the writer fails to support his conclusions
