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Common Sense Policing > Chapter 9- Communicator > Flashcards

Chapter 9- Communicator Flashcards

1
Q

What is the most obvious communication tool

A

Words

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2
Q

exchange or at least a transmission of thoughts, ideas, or feelings then a related concept automatically follows

A

Communication- IT IS IMPOSSIBLE TO NOT COMMUNICATE

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3
Q

The person who is sending the message must concern themselves with the message they are trying to send and

A

The unintentional contradictory information or feelings they are putting across

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4
Q

A mix of the message and the feelings can cause

A

Communication confusion

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5
Q

Reliable communication between the entire organization builds

A

Good morale

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6
Q

This unites even the most remote elements and units of an organization

A

Effective communication

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7
Q

This is the cause or treatment for morale and attitude changes

A

communication

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8
Q

Two ingredients for a rumor

A
  • Lack of reliable info
  • Strong personal interest
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9
Q

The supervisor who does not communicate honest, open, and effectively invites

A

rumor mongering

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10
Q

The intelligent supervisor understands the importance of ALL communication and sees value in both

A

written and spoken words

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11
Q

Building Blocks of good communication

A

Clear

Simplified

Open

Two way flow

Good listening/reading

Calm

Proper timing

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12
Q

To make sure an oral statement is clear you should

A

not convey too much too quickly and keep it short

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13
Q

If the information is lengthy and complicated you should provide it in this way

A

Written

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14
Q

Three tips for written communication to be clear

A
  • SHORT
    -Clarity is brevity
    -No imprecise words (sometimes, a few, generally)
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15
Q

If you have multiple things to convey how should you communicate them

A

communicate separately, separate memos or seperate conversations

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16
Q

For real communication to take place one needs to be ____ and ____ with another

A

attentive and open

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17
Q

In regards to the speaker this can determine how well the information is communicated

A

The perceived reputation

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18
Q

Because the reputation is important regarding the message, the speaker needs to build ____ and ____ with his people

A

Credibility and trust

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19
Q

This is a cardinal sin for a supervisor in communication

A

Deception of ones fellows

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20
Q

This type of communication is more effective for two way communication

A

Face to face

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21
Q

Two way communication is needed when sending messages between command and subordinates which keeps peace between labor and management, the supervisor acts as a

A

Translator

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22
Q

Four basics of two way communication

A
  • Accessible
  • Be informed
    -Report facts
  • Ask questions to make sure you understand
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23
Q

To be successful at two way communication you first need to be

A

Accessible - if you are too busy then communicate and morale will suffer

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24
Q

Having this type of a attitude causes your employees to go somewhere else for answers, this ruins Chain of Command and causes informal information systems (RUMOR MILL) to grow cause the supervisors effectiveness to diminish

A

“I dont know” attitude - find the answers

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25
Q

When you are reporting facts to your people you should follow this rule -

A

The journalist rule - report facts without editorializing

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26
Q

What is a good way to make sure people are understanding what you are saying?

A

Follow up with them and ask them questions on what you said, this may seem rude but it is NOT

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27
Q

The second best alternative for two way communication is

A

Written

28
Q

After sending out a memo what should you be doing to ensure you are prepared

A

ANTICIPATE the questions that are going to be asked so you are prepared

29
Q

Two benefits of written communication

A
  • Intelligent explanation with an opportunity for discussion is very helpful
  • provides a record for reference later on
30
Q

Successful written communication has two things

A
  • written by someone who can explain and clarify the topic
  • uses two way verbal flow to follow up
31
Q

This is an essential skills for todays successful supervisor, you will not advance without it

A

Ability to write well

32
Q

If you suck at writing you can improve by doing (2)

A

-Proofreading
- Writing or grammar classes

33
Q

4 tips for good listening habits

A
  • listen to what they are saying
  • mind shouldn’t be somewhere else
  • dont interrupt
    -dont provoke arguments
34
Q

This is a necessary prequestite for understanding and part of good listening skills

A

Questioning and clarifying in your own mind while you listen to someone talk

35
Q

Only use questions for clarification not to attack the speaker

A

nice

36
Q

In order to understand written communication you need at least as much effort as spoken word, follow these three steps

A

1.Read to familiarize
2. read again to pick out particulars
3. highlight complex messages

37
Q

If you do not understand what you re reading what should you do

A

Clarify with the communicator or use other written readings to help understand

38
Q

Statements made under strong emotion are usually regretted later, ALL participants need to have emotions under control, _____ a point is acceptable but ______ is rude

A

Debating, interrupting

39
Q

Two essential skills for communication

A

Two way trust - respect

40
Q

Two way trust means that the listener knows enough about the speaker that they believe his message is honest and worthwhile this allows the listener to

A

Still listen even if they disagree with their point

41
Q

Mutual trust shows the speaker that the listener also has a worthwhile opinion and they will allow them to provide their opinion at the proper time and place

A

Nice

42
Q

WHEN you communicate is just as important as how, immediate still means

A

waiting til you are still alone with the subordiante

43
Q

When providing praise you should give it based on what

A

The officers preference - private or public

44
Q

Written communication has to be timely, dont provide it….

A

When there’s already other bad news people are mad about

45
Q

Hazards to good communication

A

Distractions

Prejudice

emotions

inappropriate language

poor attitude

46
Q

Distractions are not only physical, they can be _____ also

A

mental

47
Q

This may cause the speaker to talk down to his audience and may cause the listener to ignore what is being said

A

Prejudice

48
Q

Suggested actions to ensure you are not having an emotional conversation (4)

A
  • Cool off
    -Confirm info
    -Discipline later
    -Examine your own motives behind the emotions
49
Q

Without clear evidence of disrespect you should assume that ____ and ____ are culprits

A

innocent intentions and accidental disobedience

50
Q

Good communication requires this type of atmosphere

A

Calm emotional atmosphere - calmness and tact

51
Q

Rule of thumb for language

A

BE BRIEF, BE CONCISE, BE GONE

52
Q

The true test of intelligence isn’t in big words, it is how well or bad you

A

get your message across

53
Q

The good communicator does (3)

A

-refrains from talking down to people
- understands its possible to overexplain
- presents info as if he is talking to the AVERAGE PERSON

54
Q

Body language is another way to communicate, this is related to almost all enemy’s of poor communication

A

Poor attitude

55
Q

Poor attitudes come from

A
  • inappropriate language
    -Prejudice
    -Grudges
  • Too much emotion
56
Q

Benefits of good communication

A
  • Everyone know their expectations
  • employee supervisor relationship benefits
    -Top brass know concerns
57
Q

Good communication occurs when there is ______ at every level of the organization, if one level doesn’t have it then everything is gone

A

Mutual trust

58
Q

Who are the biggest beneficiaries to good communication

A

Tax Payers

59
Q

Good communication results in

A

Less infighting
No turnover
Fewer bad feelings
reduced misunderstandings

60
Q

This type of communication is best for one on one and allows you to see the impact of your statements along with their body language

A

oral

61
Q

Use this type of communication when its an informal situation even if its not just one on one

A

Oral

62
Q

To ensure effectiveness of oral communication do not

A
  • make a me boss you subordinate atmosphere
  • sit at a desk in a closed office
63
Q

Formal oral communication is best used in these locations

A

Coffee shops or patrol cars

64
Q

Use this type of formal communication for the employee that is hard to reach, chronic, serious problem

A

Formal oral

65
Q

Written communications benefits (4)

A

-permanent
- good for reference, accountability, responsibility
- Thinking time
- Delayed response so you can think about what you want to do

66
Q

Use this type of communication when you want to build a case for praise or correction

A

written

67
Q
A

Common Sense Policing (9 decks)

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