Chapter 6 Flashcards
What suffers if an employee receives all his or her instructions from a single supervisor?
Efficiency
Communication
Feedback
Delegation
Efficiency
What motivates people into actions?
Managing by objectives
Feedback
Organizational goals
Performance goals
Managing by objectives
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
If the divisions of a police organization are in strong competition
What does the success of any relationship hinge on?
Integrity
Communication
Trust
Loyalty
Trust
What is a prerequisite for leading by example?
Producing examples
Being visible
Being courageous
Effective communication
Being visible
What is a necessity for excellence in leadership?
Passively listening
Actively listening
Artful listening
Communicating
Artful listening
What step must be taken for feedback to be the “breakfast of champions”?
Observation
Outcome
Request
All of the above
All of the above
Which of the following is formal and logical?
Communication
Information
Expectations
Demands
Information
Which listening approach requires two-way communications?
Feedback
Appreciative listening
Comprehensive listening
Evaluative listening
Comprehensive listening
Who does the supervisor link to management?
The team member
The organization
The line employee
Everyone
The line employee
What technique will assist you in listening with an empathetic ear?
Develop a win-win attitude
Active listening
Comprehensive listening
Appreciative listening
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”
What do leaders use to attract, hold, inspire, and galvanize their followers?
Attention getters
Meetings
Words
Written word
Words
Which one of the following is personal and psychological?
Communication
Information
Expectations
Demands
Communication
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
More restricted formal channels
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
Speak to them in person
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
Our ability to communicate
Which listening approach is best used when getting to know people?
Empathetic listening
Appreciative listening
Comprehensive listening
Evaluative listening
Appreciative listening
What does weak horizontal and diagonal communications guarantee?
Lack of teamwork
Lack of feedback
Root causes of a police problem will go undetected
Confusion
Root causes of a police problem will go undetected
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
The transfer of meaning between two or more people….
“understanding will occur within an….
environment-in this case a police organization.”
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
All the above
What is the clearest, most convincing message to the receiver?
Face-to-face
Two-way
Example
Example
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
Feedback from teammates that fulfills individual needs
What occurs when it is time to decide on a course of action?
Empathetic listening
Feedback
Comprehensive listening
Evaluative listening
Evaluative listening
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
Forward-looking police leaders
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
Sergeants talking to sergeants
Who is a key person in building and maintaining effective organizational communications?
Police supervisors
Team leaders
Each person
Strength-based leaders
Police supervisors
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
Series of discrete messages of different length, form, and content
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
At organizational meetings or conferences
The vast majority of communications in police organizations are?
Formal communications
Informal communications
Subformal communications
Personal-task directed communications
Subformal communications
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
Slow down their handling of messages and change the transmission rules
What is effective communication subjected to?
Meaning
Demands
Structure
Information
Demands
Which is a basic characteristic of a well-written report?
Clear and simple
Accurate and prepared
Complete and judgmental
Factual and concise
Factual and concise
How are issues presented in issues assessment workshops?
By one individual
By the supervisor
By a large group
By a large group of supervisors
By a large group of supervisors
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
Informal and subformal channels
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
Transmit information
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
They do not comply with the existing pattern of expectations
What is our most important and learnable human skill?
Communication
Trust
Loyalty
Integrity
Communication
What is effective information?
Demanding
Expecting
Specific
Understanding
Specific
How many delusions does the average person suffer from? 1 3 5 6
3
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
Empathic listening
What is a great way for the leadership to offer a spot for personnel to simply “vent”?
Complaint boxes
Suggestion boxes
Feedback
Upward communication
Suggestion boxes
How are these messages transmitted?
By using a transmitter (individual, group, or division)
Through good communication
Through the communication system
All of the above
Through the communication system
Which one is a main reason why we communicate with one another?
To share information
To obtain feedback
To make decisions
To provide guidance
To make decisions
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
All of the above
What part of listening takes courage?
Having empathy
Seeking to understand
Being understood
Appreciative listening
Being understood
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
We do not know if or how the recipient perceived the message
What does interpersonal communication significantly reduce?
Confusion and mistaken meaning
Frustration and confusion
Mistaken meaning and frustration
Misunderstandings and confusion
Confusion and mistaken meaning
What does TBA stand for?
To be announced
Trust bank account
The big alliance
None of the above
Trust bank account
What is the most important ingredient we put into any relationship?
What we are
What we say
What we do
All the above
What we are
What do first line supervisors know they must do to be a leader?
Be visible
Communicate
Understand
Provide examples
Be visible
What type of supervisor battles bureaucratic baloney and technology entrapments daily?
Strength-based leader
Trustworthy
Courageous
One who leads by example
Courageous
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
Every member
What may be the most important form of two-way communication?
Annual evaluations
Face-to-face
Body language
Feedback
Feedback
TRUE OR FALSE Communications can occur without information.
TRUE
The amount of information that every individual can usefully handle in a given time period is ____.
Overload point
Saturation point
Effective communication
Communication level
Saturation point
How do formal communication channels change?
Time and effort
Writing new formal orders
Rapidly
Through upward communication
Time and effort
What type of meeting is triggered by an event?
Routine meetings
Ad hoc meetings
Group meetings
Issues assessments workshops
Ad hoc meetings
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
Irrelevant information may be transmitted
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
Fails to put evaluative listening on hold
Specific task directives is an example of what?
Downward communication
Formal communication
Personal task-directed communication
Personal non-task-directed communication
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”
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
When there is understanding
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
When it is completely ignored
Sufficient evidence concludes that communication is what?
Makes demands
Perception
Expected
All the above
All the above
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
Listening
What exists when a transmitted thought is perceived by the receiver exactly as envisioned by the sender?
Communication
Good communication
Perfect communication
Understanding
Perfect communication
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
When they are operating under the pressure of time
Which type of downward communication implants values and goals in the police department?
Job instructions
Job rationale
Procedures and practices
Organizational goals
Organizational goals
Formal orders and directives, reports, official correspondence, standard operating procedures, and so on use what type of communication channel?
Written
Spoken
Formal
Informal
Formal
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
The closer we look at leadership and decision making
What is the distinct advantage of subformal channels?
Flow among formal channels
Flow along purely informal
channels
Written down
Not official
Not official
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
Sharing of information
Which of the following is more preeminent to increase the clarity of communication?
Redundancy
One-to-one
Speech
Feedback
Feedback
How do we gain influence in the relationship?
By seeking to understand
By being understood
When we are open
When we understand another person
By seeking to understand
What is suffocating supervisors’ energy and trapping their time?
Paperwork
Performance evaluations
Infotech
Negative feedback
Infotech
What can not be accomplished from behind your desk?
Communicating successfully
Feedback
Strengthening relationships
All of the above
Communicating successfully
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
The more information there is
What is clarified for both parties by concentrated interaction?
Enhanced understanding
Comprehensive listening
Win-win attitude
“Big picture”
“Big picture”
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
If your priority is to be a leader
What is the major culprit causing information overloads?
Diversity
Infotech
The number of people the message flows through
Demographics
Infotech
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
When we are open
What is the added benefit of getting out to talk with your people?
Communicate successfully
Obtain feedback
Strengthen relationships
All of the above
Strengthen relationships
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
To ensure the reliable performance of every police officer
What usually presents a challenge to achieving mutual understanding?
Diversity
Infotech
Culture differences
Communication overload
Culture differences
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
The message has to be passed through a number of people
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
Psychophysiological conditions
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
Personal non-task-directed
Which listening approach looks for the positive reasons and emotions within and around it?
Empathetic listening
Appreciative listening
Comprehensive listening
Evaluative listening
Appreciative listening
Subformal messages are transmitted by individuals acting in their official capacity, but not for what?
Informing
Gathering
Examples
Record
Record
What does more information tend to do?
Widen the communication gap
Allow for better communication
Overloading
All of the above
Widen the communication gap
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
Communication overload, diversity, infotech abuse, and listening
Which one is most often given priority in police organizations?
Job instructions
Job rationale
Downward communications
Procedures and practices
Job instructions
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
The next hour
Artful listeners are ______.
Good communicators
Good followers
Good leaders
All of the above
Good leaders
Which channels use all four directions equally?
Verbal
Non-verbal
Formal
Informal
Informal
When does infotech reduce the supervisor’s chance of becoming a leader?
If ignored
If abused
If overloaded
If not understood
If abused
Who is the person which communicates?
The sender
The recipient
A true leader
Each person involved
The recipient
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
Understand another person
How are almost all new ideas first proposed and tested?
As formal communications
As informal communications
As subformal communications
As personal-task directed communications
As subformal communications
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
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”
What does the most vital part of empathic listening require?
Listen with the eyes
Develop a win-win attitude
Now be understood
Appreciative listening
Develop a win-win attitude
Which is a popular form of oral communication?
Speech
Formal one-on-one
Informal rumor mill
All of the above
All of the above
Which listening approach must be deployed during feedback?
Empathetic listening and evaluative listening
Appreciative listening and comprehensive listening
Evaluative listening
All of the above
All of the above
When a person’s social needs are met, what do they experience that carries over into the job?
Pride
Self-fulfillment
Confidence
Satisfaction
Self-fulfillment
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
Spoken word
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
If the data is important
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
If you skip the first four approaches and lock on to evaluative listening
When does communication occur?
The sender initiates
There Is an understanding
The receiver perceives the message
All of the above
The receiver perceives the message
How do we act from a position of knowledge?
By being confident
Showing empathy
Seeking first to understand
By being understood
Showing empathy
What type of networking revolution are police agencies at the center of?
Data-networking
Voice-networking
Communications-networking
All of the above
Communications-networking
What is necessary to ensure that the organization is operating correctly?
Informal communication
Feedback
Subformal communication
Organizational goals
Feedback
What is a major disadvantage of written messages?
Feedback
Lack of feedback
Time consuming
Lack of speed
Lack of feedback
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
Teamwork
What is an advantage of oral communication?
Feedback
Body language
Facial expressions
All of the above
Feedback
How should good communication be described?
Agreement
Clarity of understanding
The sender received the message
The meaning was comprehended
Clarity of understanding
A leader can not lead until he or she has what?
Integrity
Good communication skills
Confidence
A follower
A follower
Which spoken message is the most frequent human interaction?
Face-to-face
Telephone conversations
Interpersonal
Meetings
Interpersonal
Which channel provides a way for an individual to blow off steam over frustrating things?
Formal
Subformal
Personal task-directed
Personal non-task-directed
Personal non-task-directed
What do non-task-directed channels furnish for an individual to satisfy his or her social needs?
Vehicle
Environment
Direction
Information
Vehicle
Why can formal channels be disruptive?
They are time consuming
They are on the record
Can not cover all informational needs
All the above
All the above
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
The meaning must be sent and also comprehended
What are the advantages of written messages?
Permanent
Tangible
Verifiable
All of the above
All of the above
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
There is no face-to-face communications
What do non-task-directed channels frequently supply police with?
Satisfaction
Information
Feedback
Self-fulfillment
Feedback
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
Sufficient repetition in the task instructions
What leads to a continuous stream of problems for the supervisor?
Lack of communication skills
Ineffective communication skills
Indecisiveness
Failure to make a decision
Ineffective communication skills
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
Formal
How do many of us define good communication?
Having someone accept our views
An agreement
An understanding
All the above
Having someone accept our views
What is more and more difficult and frustrating for the supervisor?
Communicating
Meetings
Being visible
Producing examples
Producing examples
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
Supervisor is not likely to be given information by the team members that would lead to decisions adversely affecting the staff
As a police supervisor, what involves communicating?
Annual evaluation reports
Being a strength-based leader
Teamwork
Everything
Everything
Communication is the vehicle for whom?
Strength-based leaders
Supervisory leadership
Team leaders
Everyone
Supervisory leadership
What is next to impossible to convey in a one-way message?
Empathy
Examples of what is expected
Feelings
Feedback
Examples of what is expected
Which communication is most likely to be well thought out, logical, and clear?
Spoken
Written
Interpersonal
Telephone conversations
Written
What communications ensure seamless operations in a police organization?
Across and up
Up and down
Diagonally and down
Across and diagonally
Across and diagonally
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
Issues assessment workshops
Personal-task directed is what type of communication channel?
Formal
Informal
Subformal
Informational
Informal
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
Personal-task-directed
Which is an example of one-way communication?
Verbal
Video call
Text message
Face-to-face
Text message
What we know about communications has been derived from what?
Failures
Successes
Feedback
All the above
Failures
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
The means by which information, vision, values, and instructions are transmitted through a department
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
Routine meetings and ad hoc meetings
What are task-directed personal channels used for?
Gather information
Directing
Informing
Take orders
Informing
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?
Can the receiver perceive it?
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
The supervisor is not heard
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
Rapid feedback
How are some of the most meaningful communications transmitted?
Nonverbal
Verbal
Written
Interpersonal
Nonverbal
One-way messages are typically ______.
Unwanted and impersonal
Demanding and confusing
Cold and impersonal
Confusing and ignored
Cold and impersonal
How many channels do supervisors communicate in? 2 3 4 Multiple
2
“formal and informal”
Why do we communicate?
To be a leader
To establish trust
To make decisions
All of the above
All of the above
Which channels are primarily configured for the downward and upward movement of information?
Verbal
Non-verbal
Formal
Informal
Formal
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
They are available for later reference
What is feedback designed to do?
Provide guidance
Improve someone
Evaluate a person’s behavior
Allow for two-way communication
Improve someone
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
Predict what the recipient expects to hear or see
What are you able to discern in a one-to-one?
Facial expressions
Feedback
Redundancy
Confusion
Facial expressions
What is the most prominent constraint on free upward communications?
Lack of feedback
Face-to-face
Structure
It’s on the record
Structure
What does the size of the loop in downward communication affect?
Organizational goals
Feedback
Organizational morale and effectiveness
The theory of the loop
Organizational morale and effectiveness
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
When the environment is unpredictable
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
The person will be unable to comprehend
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
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”
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
Interpersonal communications, meetings, and telephone conversations
What does trust depend on?
Loyalty
Honesty
Communication
Leadership
Communication
What are conveniently expressed through non-task-directed channels?
Unwritten standards
Group values
“The way we do things here”
All of the above
All of the above
What is the prime usage of communications?
For information
The spoken word
To understand
To make decisions
To make decisions
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
Factual listening
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
Too general in nature
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
Departmental members relations are stable with one another
What must be done before we seek to be understood?
Have empathy
Have empathic listening
Understand
Be clear
Understand
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
When all the supervisors are on the same page regarding performance evaluations
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
All of the above
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
When we seek to understand
