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Chapter 6 Flashcards

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1
Q

What suffers if an employee receives all his or her instructions from a single supervisor?

Efficiency

Communication

Feedback

Delegation

A

Efficiency

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2
Q

What motivates people into actions?

Managing by objectives

Feedback

Organizational goals

Performance goals

A

Managing by objectives

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3
Q

When do police agencies tend to avoid subformal channels and communicate only formally?

When they are operating under the pressure of time

If the divisions of a police organization are in strong competition

At meetings

During downward communications

A

If the divisions of a police organization are in strong competition

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4
Q

What does the success of any relationship hinge on?

Integrity

Communication

Trust

Loyalty

A

Trust

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5
Q

What is a prerequisite for leading by example?

Producing examples

Being visible

Being courageous

Effective communication

A

Being visible

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6
Q

What is a necessity for excellence in leadership?

Passively listening

Actively listening

Artful listening

Communicating

A

Artful listening

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7
Q

What step must be taken for feedback to be the “breakfast of champions”?

Observation

Outcome

Request

All of the above

A

All of the above

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8
Q

Which of the following is formal and logical?

Communication

Information

Expectations

Demands

A

Information

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9
Q

Which listening approach requires two-way communications?

Feedback

Appreciative listening

Comprehensive listening

Evaluative listening

A

Comprehensive listening

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10
Q

Who does the supervisor link to management?

The team member

The organization

The line employee

Everyone

A

The line employee

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11
Q

What technique will assist you in listening with an empathetic ear?

Develop a win-win attitude

Active listening

Comprehensive listening

Appreciative listening

A

Develop a win-win attitude

“Three techniques that will assist you in listening with an empathetic ear:

Listen with the eyes
Develop a win-win attitude
Now be understood”

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12
Q

What do leaders use to attract, hold, inspire, and galvanize their followers?

Attention getters

Meetings

Words

Written word

A

Words

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13
Q

Which one of the following is personal and psychological?

Communication

Information

Expectations

Demands

A

Communication

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14
Q

What causes the growth of the informal channels?

Need to transmit information

More restricted formal channels

Formal channels are on the record

The amount of time for formal channels to communicate

A

More restricted formal channels

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15
Q

If you want to really inspire your staff and reach them at their emotional core, what must you do?

Speak to them in person

Use the written word

Allow for feedback

Be able to know when to communicate

A

Speak to them in person

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16
Q

What determines our success in becoming a leader, our success in making accurate decisions, and our success in being trusted?

Our ability to delegate

Our ability to communicate

Being able to be trusted

All of the above

A

Our ability to communicate

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17
Q

Which listening approach is best used when getting to know people?

Empathetic listening

Appreciative listening

Comprehensive listening

Evaluative listening

A

Appreciative listening

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18
Q

What does weak horizontal and diagonal communications guarantee?

Lack of teamwork

Lack of feedback

Root causes of a police problem will go undetected

Confusion

A

Root causes of a police problem will go undetected

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19
Q

What is communication?

Being understood

First, understanding. Then being understood.

The transfer of meaning between two or more people

A skill required to be a leader

A

The transfer of meaning between two or more people….

“understanding will occur within an….
environment-in this case a police organization.”

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20
Q

Which of the following is the purpose of a meeting?

To provide a job environment in which members are stimulated to new ideas by the rapid exchange of views between individuals

To reduce the amount of semantic difficulties through face-to-face interaction

To get the members attending the meeting committed more strongly to given proposals or procedures than they would be otherwise

All the above

A

All the above

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21
Q

What is the clearest, most convincing message to the receiver?

E-mail

Face-to-face

Two-way

Example

A

Example

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22
Q

What are the reasons for assuring that (reference #100) communications?

Feedback from teammates that fulfills individual needs

Feedback from teammates that encourages the supervisor

Information necessary to inform job tasks

Feedback for defining common problems

A

Feedback from teammates that fulfills individual needs

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23
Q

What occurs when it is time to decide on a course of action?

Empathetic listening

Feedback

Comprehensive listening

Evaluative listening

A

Evaluative listening

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24
Q

Who will have numerous opportunities to perform better in the years ahead if they are able to strike a balance between “high tech” and “high touch”?

Strength-based leaders

Team members

Supervisors

Forward-looking police leaders

A

Forward-looking police leaders

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25
Q

When does a treacherous hang-up in horizontal communications occur?

Sergeants talking to patrol

Sergeants talking to sergeants

Sergeants talking to lieutenants

Patrol talking to lieutenants

A

Sergeants talking to sergeants

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26
Q

Who is a key person in building and maintaining effective organizational communications?

Police supervisors

Team leaders

Each person

Strength-based leaders

A

Police supervisors

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27
Q

What does the “flow” of communication consist of?

Transmitted messages through different channels

Information going upward and downward

Series of discrete messages of different length, form, and content

The means by which information, vision, values, and instructions are transmitted through a department

A

Series of discrete messages of different length, form, and content

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28
Q

When can open command staff panels be highly effective?

At issues assessment workshops

At organizational meetings or conferences

When there is a suggestion box

When there is feedback

A

At organizational meetings or conferences

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29
Q

The vast majority of communications in police organizations are?

Formal communications

Informal communications

Subformal communications

Personal-task directed communications

A

Subformal communications

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30
Q

What must a police supervisor do to combat information overloads by lessening its output?

Slow down their handling of messages and change the transmission rules

Add more channels to the existing network

Relate tasks within the department and press to improve the quality of the messages

All of the above

A

Slow down their handling of messages and change the transmission rules

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31
Q

What is effective communication subjected to?

Meaning

Demands

Structure

Information

A

Demands

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32
Q

Which is a basic characteristic of a well-written report?

Clear and simple

Accurate and prepared

Complete and judgmental

Factual and concise

A

Factual and concise

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33
Q

How are issues presented in issues assessment workshops?

By one individual

By the supervisor

By a large group

By a large group of supervisors

A

By a large group of supervisors

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34
Q

Before a person acts on the basis of information received through personal channels, how is that information usually verified?

Formal and informal channels

Informal and subformal channels

Subformal and directed channels

Subformal and formal channels

A

Informal and subformal channels

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35
Q

What is the most urgent need for informal communication channels?

Transmit information

Plug the gaps in the formal channels

To carry most of the messages

All the above

A

Transmit information

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36
Q

Why are major demands frequently resisted?

Lack of communication

The recipient was not expecting the message

Resistance of change

They do not comply with the existing pattern of expectations

A

They do not comply with the existing pattern of expectations

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37
Q

What is our most important and learnable human skill?

Communication

Trust

Loyalty

Integrity

A

Communication

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38
Q

What is effective information?

Demanding

Expecting

Specific

Understanding

A

Specific

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39
Q 
How many delusions does the average person suffer from?
1
3
5
6
A

3

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40
Q

What is particularly important when the interaction has a strong emotional component, we are not sure that we understand, and we are not sure the other person feels confident that we understand?

Active listening

Passive listening

Empathic listening

All of the above

A

Empathic listening

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41
Q

What is a great way for the leadership to offer a spot for personnel to simply “vent”?

Complaint boxes

Suggestion boxes

Feedback

Upward communication

A

Suggestion boxes

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42
Q

How are these messages transmitted?

By using a transmitter (individual, group, or division)

Through good communication

Through the communication system

All of the above

A

Through the communication system

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43
Q

Which one is a main reason why we communicate with one another?

To share information

To obtain feedback

To make decisions

To provide guidance

A

To make decisions

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44
Q

What happens when information on the rationale of the job is withheld?

Reduces the loyalty of the member to the organization

Means that the organization must rely heavily on the first type of information

All of the above

None of the above

A

All of the above

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45
Q

What part of listening takes courage?

Having empathy

Seeking to understand

Being understood

Appreciative listening

A

Being understood

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46
Q

Why is one-way communication ineffective?

There is no face to face

Lack of verbal intonations

We do not know if or how the recipient perceived the message

All the above

A

We do not know if or how the recipient perceived the message

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47
Q

What does interpersonal communication significantly reduce?

Confusion and mistaken meaning

Frustration and confusion

Mistaken meaning and frustration

Misunderstandings and confusion

A

Confusion and mistaken meaning

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48
Q

What does TBA stand for?

To be announced

Trust bank account

The big alliance

None of the above

A

Trust bank account

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49
Q

What is the most important ingredient we put into any relationship?

What we are

What we say

What we do

All the above

A

What we are

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50
Q

What do first line supervisors know they must do to be a leader?

Be visible

Communicate

Understand

Provide examples

A

Be visible

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51
Q

What type of supervisor battles bureaucratic baloney and technology entrapments daily?

Strength-based leader

Trustworthy

Courageous

One who leads by example

A

Courageous

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52
Q

Who is expected to know and observe informal rules and procedures about what to communicate and to whom?

Command staff

Supervisors

Team leaders

Every member

A

Every member

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53
Q

What may be the most important form of two-way communication?

Annual evaluations

Face-to-face

Body language

Feedback

A

Feedback

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54
Q

TRUE OR FALSE Communications can occur without information.

A

TRUE

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55
Q

The amount of information that every individual can usefully handle in a given time period is ____.

Overload point

Saturation point

Effective communication

Communication level

A

Saturation point

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56
Q

How do formal communication channels change?

Time and effort

Writing new formal orders

Rapidly

Through upward communication

A

Time and effort

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57
Q

What type of meeting is triggered by an event?

Routine meetings

Ad hoc meetings

Group meetings

Issues assessments workshops

A

Ad hoc meetings

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58
Q

Why can unrestricted communications of a horizontal and diagonal character detract from maximum efficiency?

Sharing too much information between work units

Irrelevant information may be transmitted

Lack of coordination between work units

Lack of leadership

A

Irrelevant information may be transmitted

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59
Q

When will a supervisor miss key points that may well determine if the decision is the right one or not?

Fails to allow for feedback

Fails to be understood

Fails to put evaluative listening on hold

Wastes valuable time

A

Fails to put evaluative listening on hold

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60
Q

Specific task directives is an example of what?

Downward communication

Formal communication

Personal task-directed communication

Personal non-task-directed communication

A

Downward communication

“There are five types of communication from supervisor to staff:

  • JOB INSTRUCTIONS; specific task directives
  • Information needed to produce the understanding of the task and its relation to other organization tasks; JOB RATIONALE
  • Information concerning organizational PROCEDURES AND PRACTICES
  • FEEDBACK to the subordinate officer about his or her performance
  • Information to instill a sense of mission; indoctrination of goals; ORGANIZATIONAL GOALS”
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61
Q

When is there a basis for agreement?

When there is communication

When there is a transfer of meaning

When there is understanding

When the perceptions are the same

A

When there is understanding

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62
Q

When is it better to have never installed a suggestion box in the first place?

When it is not highly effective

Lack of feedback

When it is completely ignored

When there are legitimate issues

A

When it is completely ignored

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63
Q

Sufficient evidence concludes that communication is what?

Makes demands

Perception

Expected

All the above

A

All the above

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64
Q

When a police supervisor encourages others to speak and actively listen to what is being said, what does he turn into an art?

Listening

Communicating

Supervising

Leading

A

Listening

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65
Q

What exists when a transmitted thought is perceived by the receiver exactly as envisioned by the sender?

Communication

Good communication

Perfect communication

Understanding

A

Perfect communication

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66
Q

When does a police organization tend to use subformal channels extensively?

When they are operating under the pressure of time

When people cannot easily determine what they should be doing

When there are no time constraints

At meetings

A

When they are operating under the pressure of time

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67
Q

Which type of downward communication implants values and goals in the police department?

Job instructions

Job rationale

Procedures and practices

Organizational goals

A

Organizational goals

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68
Q

Formal orders and directives, reports, official correspondence, standard operating procedures, and so on use what type of communication channel?

Written

Spoken

Formal

Informal

A

Formal

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69
Q

When do we become aware of the significance of information exchange?

The more we communicate clearly

When we know we are being understood

When the communication process is necessary

The closer we look at leadership and decision making

A

The closer we look at leadership and decision making

70
Q

What is the distinct advantage of subformal channels?

Flow among formal channels

Flow along purely informal
channels

Written down

Not official

A

Not official

71
Q

What increases the probability that the various teams are acting in concert with approved service values and quality standards?

Organizational wide issues are identified

Feedback on individual needs

Teamwork

Sharing of information

A

Sharing of information

72
Q

Which of the following is more preeminent to increase the clarity of communication?

Redundancy

One-to-one

Speech

Feedback

A

Feedback

73
Q

How do we gain influence in the relationship?

By seeking to understand

By being understood

When we are open

When we understand another person

A

By seeking to understand

74
Q

What is suffocating supervisors’ energy and trapping their time?

Paperwork

Performance evaluations

Infotech

Negative feedback

A

Infotech

75
Q

What can not be accomplished from behind your desk?

Communicating successfully

Feedback

Strengthening relationships

All of the above

A

Communicating successfully

76
Q

When is it more difficult for communication to succeed?

The more people the information flows through

When it does not state the “big picture”

The more information there is

All of the above

A

The more information there is

77
Q

What is clarified for both parties by concentrated interaction?

Enhanced understanding

Comprehensive listening

Win-win attitude

“Big picture”

A

“Big picture”

78
Q

When do you have to be seen?

If your priority is to communicate

To lead by example

If your priority is to be a leader

To obtain feedback

A

If your priority is to be a leader

79
Q

What is the major culprit causing information overloads?

Diversity

Infotech

The number of people the message flows through

Demographics

A

Infotech

80
Q

How do we give people room to release their fixed positions and consider alternatives?

When we understand

When we seek to understand

By being understood

When we are open

A

When we are open

81
Q

What is the added benefit of getting out to talk with your people?

Communicate successfully

Obtain feedback

Strengthen relationships

All of the above

A

Strengthen relationships

82
Q

What is the objective of training sessions?

Provide job instructions

To give specific task directives

To ensure the reliable performance of every police officer

To obtain feedback

A

To ensure the reliable performance of every police officer

83
Q

What usually presents a challenge to achieving mutual understanding?

Diversity

Infotech

Culture differences

Communication overload

A

Culture differences

84
Q

When does the major disadvantage of oral communication surface?

The message is not clear

The sender does not know if the receiver is ready to receive the message

The message has to be passed through a number of people

When there is rapid feedback

A

The message has to be passed through a number of people

85
Q

What is the communicator dealing with that determines whether the message is received and how it is interpreted?

Psychophysiological conditions

Ethical dilemmas

Attitudes

All the above

A

Psychophysiological conditions

86
Q

Which channel may on occasion handle information far more valuable to the achievement of organizational goals than does any other channel?

Formal

Subformal

Informal

Personal non-task-directed

A

Personal non-task-directed

87
Q

Which listening approach looks for the positive reasons and emotions within and around it?

Empathetic listening

Appreciative listening

Comprehensive listening

Evaluative listening

A

Appreciative listening

88
Q

Subformal messages are transmitted by individuals acting in their official capacity, but not for what?

Informing

Gathering

Examples

Record

A

Record

89
Q

What does more information tend to do?

Widen the communication gap

Allow for better communication

Overloading

All of the above

A

Widen the communication gap

90
Q

Why are we not as successful communicators as we should be?

Listening, obtaining feedback, communication overload, and diversity

Communication overload, diversity, infotech abuse, and listening

Diversity, communication, listening, and nonverbal cues

Artful listening, not enough communication, infotech abuse, and diversity

A

Communication overload, diversity, infotech abuse, and listening

91
Q

Which one is most often given priority in police organizations?

Job instructions

Job rationale

Downward communications

Procedures and practices

A

Job instructions

92
Q

What does the first thirty seconds of a conversation determine?

How effective it will be in motivation people

What form of communication will be used

The next hour

What the meeting will be about

A

The next hour

93
Q

Artful listeners are ______.

Good communicators

Good followers

Good leaders

All of the above

A

Good leaders

94
Q

Which channels use all four directions equally?

Verbal

Non-verbal

Formal

Informal

A

Informal

95
Q

When does infotech reduce the supervisor’s chance of becoming a leader?

If ignored

If abused

If overloaded

If not understood

A

If abused

96
Q

Who is the person which communicates?

The sender

The recipient

A true leader

Each person involved

A

The recipient

97
Q

If we are willing to be open to that person’s thoughts, what are we able to do?

Have empathy

Form a judgement

Share equally

Understand another person

A

Understand another person

98
Q

How are almost all new ideas first proposed and tested?

As formal communications

As informal communications

As subformal communications

As personal-task directed communications

A

As subformal communications

99
Q

Which is an example of upward communication?

Information concerning organizational procedures and practices

Feedback concerning what needs to be done and the means for doing it

Feedback to the subordinate officer about his or her performance

Information needed to produce the understanding of the task and its relation to other organization tasks

A

Feedback concerning what needs to be done and the means for doing it

“There are five types of communication from team members to a supervisor:

  • Information about his or her PERFORMANCE AND GRIEVANCES
  • Information about the PERFORMANCE AND GRIEVANCES OF OTHERS
  • FEEDBACK regarding organizational POLICIES AND PROCEDURES
  • FEEDBACK concerning what needs to be done and the means for doing it (ON OBJECTIVES AND METHODS)
  • Requests for GOAL CLARIFICATION and the mission”
100
Q

What does the most vital part of empathic listening require?

Listen with the eyes

Develop a win-win attitude

Now be understood

Appreciative listening

A

Develop a win-win attitude

101
Q

Which is a popular form of oral communication?

Speech

Formal one-on-one

Informal rumor mill

All of the above

A

All of the above

102
Q

Which listening approach must be deployed during feedback?

Empathetic listening and evaluative listening

Appreciative listening and comprehensive listening

Evaluative listening

All of the above

A

All of the above

103
Q

When a person’s social needs are met, what do they experience that carries over into the job?

Pride

Self-fulfillment

Confidence

Satisfaction

A

Self-fulfillment

104
Q

What is the most powerful form of communication between a police supervisor and his or her team?

Spoken word

Written word

Telephone communication

Performance evaluation meeting

A

Spoken word

105
Q

When may the communicator find it necessary to apply sufficient “shock” or drive to the message so that it disturbs the pattern and alerts the recipient that the unexpected is occurring?

If the data is important

To keep the recipient focused

When the recipient becomes bored

When communication is lost

A

If the data is important

106
Q

How do you unnecessarily open yourself to unwanted surprises, foolish risks, and dismal results?

If you skip the first four approaches and lock on to evaluative listening

If you ignore the feedback

If you overlook specifics

All of the above

A

If you skip the first four approaches and lock on to evaluative listening

107
Q

When does communication occur?

The sender initiates

There Is an understanding

The receiver perceives the message

All of the above

A

The receiver perceives the message

108
Q

How do we act from a position of knowledge?

By being confident

Showing empathy

Seeking first to understand

By being understood

A

Showing empathy

109
Q

What type of networking revolution are police agencies at the center of?

Data-networking

Voice-networking

Communications-networking

All of the above

A

Communications-networking

110
Q

What is necessary to ensure that the organization is operating correctly?

Informal communication

Feedback

Subformal communication

Organizational goals

A

Feedback

111
Q

What is a major disadvantage of written messages?

Feedback

Lack of feedback

Time consuming

Lack of speed

A

Lack of feedback

112
Q

What depends on the speed and ease of movement of information from one departmental sector to another?

Efficiency

Sharing of “best practices”

Diagonal communications

Teamwork

A

Teamwork

113
Q

What is an advantage of oral communication?

Feedback

Body language

Facial expressions

All of the above

A

Feedback

114
Q

How should good communication be described?

Agreement

Clarity of understanding

The sender received the message

The meaning was comprehended

A

Clarity of understanding

115
Q

A leader can not lead until he or she has what?

Integrity

Good communication skills

Confidence

A follower

A

A follower

116
Q

Which spoken message is the most frequent human interaction?

Face-to-face

Telephone conversations

Interpersonal

Meetings

A

Interpersonal

117
Q

Which channel provides a way for an individual to blow off steam over frustrating things?

Formal

Subformal

Personal task-directed

Personal non-task-directed

A

Personal non-task-directed

118
Q

What do non-task-directed channels furnish for an individual to satisfy his or her social needs?

Vehicle

Environment

Direction

Information

A

Vehicle

119
Q

Why can formal channels be disruptive?

They are time consuming

They are on the record

Can not cover all informational needs

All the above

A

All the above

120
Q

What two things must occur for communication to be successful?

The meaning must be transferred and understood

There must be a sender and receiver

There must be movement and understanding

The meaning must be sent and also comprehended

A

The meaning must be sent and also comprehended

121
Q

What are the advantages of written messages?

Permanent

Tangible

Verifiable

All of the above

A

All of the above

122
Q

Why are the internet, e-mail, and personal digital assistants impeding interpersonal communications?

There is no face-to-face communications

They are nonverbal

Lack of feedback

They are permanent record

A

There is no face-to-face communications

123
Q

What do non-task-directed channels frequently supply police with?

Satisfaction

Information

Feedback

Self-fulfillment

A

Feedback

124
Q

What must there be if a person does not understand why he or she should do something or how his or her job relates to other jobs performed by coworkers?

Proper leadership

Good leadership

Perfect communication

Sufficient repetition in the task instructions

A

Sufficient repetition in the task instructions

125
Q

What leads to a continuous stream of problems for the supervisor?

Lack of communication skills

Ineffective communication skills

Indecisiveness

Failure to make a decision

A

Ineffective communication skills

126
Q

Which channels do organizations develop as a response to large size and the limited information-handling capability of each individual?

Verbal

Non-verbal

Formal

Informal

A

Formal

127
Q

How do many of us define good communication?

Having someone accept our views

An agreement

An understanding

All the above

A

Having someone accept our views

128
Q

What is more and more difficult and frustrating for the supervisor?

Communicating

Meetings

Being visible

Producing examples

A

Producing examples

129
Q

What occurs when information fed up the line is used for control purposes?

Supervisor is not likely to be given information by the team members that would lead to decisions adversely affecting the staff

Supervisors are less in the habit of listening to their staff than of talking to them

Team members want to ask questions about their coworkers

The information is used for performance evaluations and measurements

A

Supervisor is not likely to be given information by the team members that would lead to decisions adversely affecting the staff

130
Q

As a police supervisor, what involves communicating?

Annual evaluation reports

Being a strength-based leader

Teamwork

Everything

A

Everything

131
Q

Communication is the vehicle for whom?

Strength-based leaders

Supervisory leadership

Team leaders

Everyone

A

Supervisory leadership

132
Q

What is next to impossible to convey in a one-way message?

Empathy

Examples of what is expected

Feelings

Feedback

A

Examples of what is expected

133
Q

Which communication is most likely to be well thought out, logical, and clear?

Spoken

Written

Interpersonal

Telephone conversations

A

Written

134
Q

What communications ensure seamless operations in a police organization?

Across and up

Up and down

Diagonally and down

Across and diagonally

A

Across and diagonally

135
Q

What are extremely effective at identifying a variety of issues that command leadership may not be aware of?

Training meetings

Issues assessment workshops

Feedback

Performance evaluations

A

Issues assessment workshops

136
Q

Personal-task directed is what type of communication channel?

Formal

Informal

Subformal

Informational

A

Informal

137
Q

What type of communication occurs when an employee deliberately reveals something of his or her own attitude toward the activities of the agency?

Subformal

Informal

Personal-task-directed

Personal non-task-directed

A

Personal-task-directed

138
Q

Which is an example of one-way communication?

Verbal

Video call

Text message

Face-to-face

A

Text message

139
Q

What we know about communications has been derived from what?

Failures

Successes

Feedback

All the above

A

Failures

140
Q

What does communication provide?

An understanding

The means by which information, vision, values, and instructions are transmitted through a department

The transfer of meaning

Distribution of information

A

The means by which information, vision, values, and instructions are transmitted through a department

141
Q

What are the two types of meetings?

Issues assessments workshops and group meetings

Routine meetings and ad hoc meetings

Routine meetings and meetings for feedback

A

Routine meetings and ad hoc meetings

142
Q

What are task-directed personal channels used for?

Gather information

Directing

Informing

Take orders

A

Informing

143
Q

What is the first question that the communicator must ask before sending a message?

Is it my message to deliver?

Can the receiver perceive it?

What is the receiver’s particular mental set at this time?

When is the right time to send this message?

A

Can the receiver perceive it?

144
Q

When has the communication process not taken place?

When there is no understanding

The supervisor is not heard

There is a lack of empathy

The meaning is lost

A

The supervisor is not heard

145
Q

What allows for the rapid detection and correction by the sender if the receiver is unsure of the message?

Speed of the message being transmitted

Face-to-face

Facial expressions

Rapid feedback

A

Rapid feedback

146
Q

How are some of the most meaningful communications transmitted?

Nonverbal

Verbal

Written

Interpersonal

A

Nonverbal

147
Q

One-way messages are typically ______.

Unwanted and impersonal

Demanding and confusing

Cold and impersonal

Confusing and ignored

A

Cold and impersonal

148
Q 
How many channels do supervisors communicate in?
2
3
4
Multiple
A

2

“formal and informal”

149
Q

Why do we communicate?

To be a leader

To establish trust

To make decisions

All of the above

A

All of the above

150
Q

Which channels are primarily configured for the downward and upward movement of information?

Verbal

Non-verbal

Formal

Informal

A

Formal

151
Q

What is particularly important for complex and lengthy communications?

They are logical

They are clear

They are available for later reference

They are well thought out

A

They are available for later reference

152
Q

What is feedback designed to do?

Provide guidance

Improve someone

Evaluate a person’s behavior

Allow for two-way communication

A

Improve someone

153
Q

What must we do before we attempt to communicate?

Determine if the recipient can perceive it

Predict what the recipient expects to hear or see

Understand the recipient

Perceive what we expect to find

A

Predict what the recipient expects to hear or see

154
Q

What are you able to discern in a one-to-one?

Facial expressions

Feedback

Redundancy

Confusion

A

Facial expressions

155
Q

What is the most prominent constraint on free upward communications?

Lack of feedback

Face-to-face

Structure

It’s on the record

A

Structure

156
Q

What does the size of the loop in downward communication affect?

Organizational goals

Feedback

Organizational morale and effectiveness

The theory of the loop

A

Organizational morale and effectiveness

157
Q

When do people tend to rely on one another more to gain an improved understanding of their situation?

When people are unpredictable

When the environment is unpredictable

When there is good leadership

When there is a lack of leadership

A

When the environment is unpredictable

158
Q

What happens when a person goes beyond that amount of information they can handle in a given period?

The person will be unable to comprehend

The person becomes frustrated

The message becomes lost

All of the above

A

The person will be unable to comprehend

159
Q

What is one of the basic factors that determine the volume of messages in a police agency?

The degree of interdependence among the employees

The nature of its data networks

The speed with which relevant changes occur in its external environment

The number of supervisor in a work unit

A

The speed with which relevant changes occur in its external environment

“The volume of messages is determined by seven basic factors:
1 The total number of members in a work unit
2 The nature of its communication networks
3 The transmission regulations controlling when and to whom messages are sent
4 The degree of interdependence among the organization’s various activities
5 The speed with which relevant changes occur in its external environment
6 The search mechanisms and procedures used by the agency to investigate its environment
7 The amount and type of communications technology in the department”

160
Q

What are the three varieties of spoken messages?

Face-to-face, telephone, and speaking

Interpersonal communications, meetings, and telephone conversations

Interpersonal, group, and meetings

Group, meetings, and telephone conversations

A

Interpersonal communications, meetings, and telephone conversations

161
Q

What does trust depend on?

Loyalty

Honesty

Communication

Leadership

A

Communication

162
Q

What are conveniently expressed through non-task-directed channels?

Unwritten standards

Group values

“The way we do things here”

All of the above

A

All of the above

163
Q

What is the prime usage of communications?

For information

The spoken word

To understand

To make decisions

A

To make decisions

164
Q

Which listening approach has both parties endeavor to identify and agree on all the facts in the transaction?

Empathetic listening

Feedback

Comprehensive listening

Factual listening

A

Factual listening

165
Q

Why are messages from top management addressed to all police personnel not able to convey their message?

Too general in nature

Too formal

Not informal

Does not provide feedback

A

Too general in nature

166
Q

When are subformal communication channels used more frequently?

Departmental members relationships are constantly changing

Departmental members relations are stable with one another

When the relationships with the supervisor are strong

When the relationships with the supervisor could improve

A

Departmental members relations are stable with one another

167
Q

What must be done before we seek to be understood?

Have empathy

Have empathic listening

Understand

Be clear

A

Understand

168
Q

When does the level of confusion, conflict, and frustration drop dramatically?

With the sharing of “best practices”

When all the supervisors are on the same page regarding performance evaluations

When there is feedback from teammates

If information is necessary to ensure to teamwork is provided

A

When all the supervisors are on the same page regarding performance evaluations

169
Q

How are job instructions about the task of a police officer communicated to the person?

Through direct orders

Training sessions

Training manuals

All of the above

A

All of the above

170
Q

When are we applying the principle of empathy?

When we understand someone else

When we seek to understand

When we communicate clearly

When we form a judgement

A

When we seek to understand

UD Psychology (44 decks)

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