Chapter 9 Flashcards
The police leader determined to maintain a good information exchange with his subordinates will see to it that pg 170
He keeps himself informed and knows where to go for facts and information When he does not have the answers himself
A good rule of thumb for the communicator is pg 177
Be brief , be concise , be gone
Debating a valid point should be: pg 173
Encouraged
For real communication to take place , all of the participants in the information exchange must _ pg 168
Be attentive and open with one another
Two-way trust and respect are musts for effective communication. Trust means that: pg 173
the listener knows enough about the speaker and his motives to take for granted that the talker
sincerely believes his message is honest and worthwhile.
Two-way trust and respect are musts for effective communication. Trust means that the listener knows enough about the speaker and his motives to take for granted that the talker sincerely believes his message is honest and worthwhile. This means that the listener is willing to tune in for a while, even if he initially disagrees with what the talker is saying. The smart listener realizes that, after the whole message is heard and put in its proper context, it may make a lot more sense and may even be agreeable, after all. Trust grows in the process.
_____trust allows the speaker to assume that his listener does,
after all, have a worthwhile opinion, too. It tells the speaker that his
listener deserves the chance to air his own opinion at the proper time
and place. This same trust tells the speaker that his listener will not
attack him unfairly. Pg 173
Mutual
Poor attitude in communication can be combated by some self-evident and largely painless remedies: Put prejudices to the back of the mind to the fullest extent possible; Do not permit emotions to dictate hasty actions or thoughtless words; and: pg 178
Keep language appropriate to the audience and incident at hand
What is one of the basic elements of communication
Clear message
Questioning should be primarily used for pg 172
Clarification
Debating a valid point should be __ pg 173
Encouraged
Oral communication is best in ___ pg 181
Informal situations
What is communication? If one may accept at face value that all forms of communication involve an exchange or, at least, a transmission of thoughts, ideas, and/or feelings, then a related concept automatically follows: it is almost impossible not to communicate. Pg 164
If it holds true that effective communication unites the most remote elements and units of an organization, then it is equally correct that poor communication can create disorder and disunity in the various organizational parts pg 165
______communication between management and supervisor and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. 165
Good
__ communication helps guarantee the presence of an additional component to overall agency effectiveness: good employee morale. Pg 165
Reliable
It is said that a lack of reliable information and a strong personal interest are the two ingredients necessary for the manufacture and passing of rudely constructed and dubious information: rumor. It would follow logically that the organization or individual supervisor unwilling or unable to communicate honestly, openly, and effectively invites active____ pg 165
rumor-mongering.
The intelligent police supervisor recognizes the importance of all varieties of communication and sees the value of the written word as used in its proper place. He realizes the equal worth of the spoken directive, suggestion, or comment as utilized within its own realm. In realizing these things, he seeks to communicate to the very best of his own ability and likewise does everything in his power to facilitate __________ by others-his bosses, peers, and subordinates.
Good communication
In fulfilling his role as an able and reliable communicator, the successful police supervisor recognizes the need to be familiar with the elemental _____ of good communication skills pg 166
Building block
Whether one is communicating orally or in writing, several factors can aid greatly in assuring that the intended message is the one that gets through. These basic elements for good communication include.pg 166
Clear message,
simplified message,
openness,
two-way information flow,
application of good listening/reading habits,
calm approach,
proper timing.
A simple, direct message about the plan or directive may be accompanied by some background, But it will not dwell upon very minor points or explain itself into ______.pg 168
Tedium
Hidden messages are inherently unfair. Half-truths are cowardly. Outright lies are damnable. Deception with one’s fellows is a _____pg 169
Cardinal sin
It is here that face to face oral communication surpasses it’s paper and ink cohort in ____ and ____ pg 169
Efficiency and effectiveness
It is impossible to debate with a memorandum or an e-mail;____pg 169
it is not possible to clarify easily the fine points in a printed directive.
Unfortunately, face-to-face contact is not always practical or possible when information is being conveyed. The second-best alternative-the _________must then take over as the vehicle carrying the message. While not as effective for two-way communication as the personal encounter, the written message need not fail in its intended purpose of sending information. Pg 171
The written communication
Good information
There is an old saying that it is possible to look without seeing, to listen without hearing. This implies that the senses can be functioning quite well without the mind interpreting their findings. This would appear to apply with equal accuracy to the written or oral communication and its effect on its recipient. Pg 171
The ____ listener is patient, does not interrupt, does not start arguments, and maintains a receptive and interested attitude. The skillful reader is no less talented. He learns from what his eyes report to his alert mind. Pg 172
Talented
Debating a valid point is to be _____.Interrupting the current speaker to inject an opposing reply is rude. Debate and rudeness are not acceptable companions. Pg 173
Encouraged
When a given communication is carried out can be every bit as important as how it is sent. The ______of the idea or information exchange can make the difference in the way the message is received by its intended recipient.pg 178
Proper timing
Body language is another method of communicating. Crossed legs, folded arms, eyes rolled heavenwards, and other expressions of contempt or impatience can get the notification across as reliably as spoken words. A missed chance at _____is usually the result of such encounters. Pg 178
Mutually beneficial communication
___ handling of the problem means that the sergeant waits until he and his subordinate are alone Then and only then is the message of correction with its attached offer of help delivered. The patrol officer can in this way be set straight and still save face. Proper timing of the correction means that it now has a much better chance of having its intended effect than would have been the case if it had been presented at a time when distracting emotions would have been stirred. pg 174
Immediate
Any listing of the enemies of good communication would have to include the following: pg 175
distractions (physical or mental), prejudices,
emotional involvement,
inappropriate language,
and poor atti-tudes.
Whether the information being relayed is written or oral, its chances for reaching its intended listener/reader intact are reduced if it is surrounded by other happenings competing for attention. Pg 175
_____do not have to be tangible to be disruptive. An equally disruptive communication failure can occur if any party to the process is distracted by mental efforts in some other direction that the individual has identified as more pressing at the moment. Pg 175
Distractions
The distractions value to message recipient has overcome any other ______messages for the moment pg 176
Incoming
If any or all parties to a given communication allow preformed opinions and feelings about either the subject matter or the person doing the communicating to come to the fore, that intended communication will have a hard time getting through. Pg 176
Despite previous experiences, the ______ communicator must put aside any negative feelings long enough to hear (or read) the current message through to completion. Pg 176
Effective communicator
There is no secret to anyone in police work that strong emotions get in the way of logic and ____ pg 176
Reason
A calmer and more tactful approach to the “______” will be the result of a deliberate removal of emotions from the confrontation. Good communication requires a calm emotional atmosphere. Pg 177
Offender
The true test of ____is found in how well or how poorly one gets his message across to others. Pg 177
Intelligence
There are unquestionably a number of good things that flow naturally from good and effective communication at all levels and in all functions of the police organization. Nowhere are these positive things more evident than in the ____179
employee/supervisor relationship.
Good communication with the supervisor enables all of his ____ to know exactly what is expected of them pg 179
Subordinates
In a law enforcement agency where good, two-way communication flourishes, the top brass is aware of the troops’ ____. Ph 179
Concerns
Finally, good communication within the law enforcement agency allows subordinates and supervisors alike to feel better about them-selves, their agency, and each other. Pg 180
A by-product of mutual trust and understanding, this good feeling may be something of an _____. Pg 180
Intangible
Good communication can and should mean less infighting, fewer bad feelings, reduced misunderstandings, and less employee turnover. These results in themselves are sufficient cause to justify increased and continuing attention to the communication function by every member of the law enforcement organization. Pg 180
___ communication is obviously best in the person to person, one on one situation. It offers the advantage of an opportunity for each participant to gauge the impact of his message on his listener’s face. Pg 181
Oral
Oral communication is best in relatively informal situations, even if the number of parties to the communication is expanded from the one-on-one scenario. Pg 181
Word of mouth communication can sometimes be more effective if it is carried out in something other than a “me boss-you subordinate” atmosphere. Pg 181
When the situation merits it, the “____” approach can still be used for the hard-to-reach, chronic, or serious problem. Pg 181
Formal
The written comments of the supervisor are extremely vital in building the case for either praise or correction of an employee. Pg 182
Whether written or oral, formal or relaxed, the communication engaged in by the police supervisor is vital to his ultimate success as a leader. With a good, common sense understanding of communication’s elements and potential problems, the supervisor can effectively lead the police personnel under his command. Pg 182
Good, two way communication is also encouraged by the supervisor and who ___ pg 170
Asks questions to be sure he is understood
Common sense and a smattering of basic psychology tells the sergeant that the sooner a miscue is corrected, the more likely the patrol officer will mend his ways. “Immediate” handling of the problem means that the sergeant: pg 174
Waits until he and his subordinate are alone
Where good communication is in place __ grows on all fonts pg 180
Trust
____ are cited as a must for the supervisor who intends to succeed as a counselor
Excellent listening skills
