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Police Administration > Chapter 9 The Power and Practice of Effective Communication > Flashcards

Chapter 9 The Power and Practice of Effective Communication Flashcards

1
Q
  1. Communication is a (__) involving the exchange of information between a (__) and a (__).
A

process; sender; receiver

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2
Q
  1. Communication (Not information) can flow in these directions.
A

vertical; horizontal; diagonal

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3
Q
  1. In addition to flowing in different directions, communication in a police agency can flow through several channels - ________ and ______.
A

formal; informal

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4
Q

215-219 Common Barriers to effective communication

A

1-poor com skills 5-denial
2-Back gnd diff. 6-unfamiliar lang
3-non cred source 7-lack of motivation
4-cmplx com chnls 8-org.culture

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5
Q
  1. An essential ingredient in the recipe for de escalating conflict and keeping the peace.
A

Effective Verbal Communication

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6
Q
  1. The Primary Channels of Communication used by personnel in a Police Agency are ________, ________ and ________. (p. 219)
A

verbal; non-verbal; written

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7
Q
  1. Three commonly used types of communication are: ______, ______ and ______. (p. 223)
A

meetings (verbal, formal), newsletters (written, formal) and “the grapevine (verbal, informal).

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8
Q
  1. No matter which communication channel is being used, participants can expect to encounter challenges like communicating ______, _______ and ________. (p. 226)
A

across cultures; across genders; with special populations

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9
Q
  1. Communication among human beings is a distinctive process that fulfills…
A

specific purposes

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10
Q
  1. Communication for human beings serves…
A

complex purposes

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11
Q
  1. Is a process, not an event.
A

Communication

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12
Q
  1. The communication process “INCLUDES” the transmittal, receipt, and sharing of…
A

Problems, ideas, facts, beliefs, feelings, and values.

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13
Q
  1. The communication process “INVOLVES” an exchange of…
A

Information between a sender and receiver.

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14
Q
  1. This process is also a reciprocal interchange between the parties involved.
A

Communication.

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15
Q
  1. Through ____, the sender transmits ____ through a channel to a receiver.
A

Encoding, symbols

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16
Q
  1. Characters, letters, words, and images are examples of….
A

Symbols

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17
Q
  1. Who decodes (interprets) the message in the communication process?
A

The receiver.

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18
Q
  1. How the receiver responds to the message is strongly determined by…
A

How the person interprets the message.

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19
Q
  1. Within a police agency, communication demonstrates unique patterns in terms of the directions in which..
A

information (not communication) flows and the formality or informality of communication.

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20
Q
  1. In addition to exchanging information we also have goals we seek to fulfill such as:
A
  • To be understood.
  • Understand others.
  • Persuade others.
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21
Q
  1. Translation of information into a communication medium defines…
A

Encoding

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22
Q

What direction are communications between people at the same levels in the hierarchy but working different functions?

A

Horizontal communications

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23
Q
  1. What direction are the communications between people at different levels in the organization Hierarchy but work in different functions?
A

Diagonal communications.

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24
Q
  1. When an FTO sends an email to his recruit, laying out goals and the recruit responds with questions, what direction did communication flow?
A

Vertical communications.

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25
Q
  1. When the head of IT and the facilities manager discuss whether the computer network should be changed, what direction did communication flow?
A

Horizontal communication.

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26
Q
  1. Communication direction between people at different levels in the reporting hierarchy but who work the same function.
A

Vertical communication

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27
Q
  1. Formal channels are often…
A

Vertical and represent protocols established by the agency.

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28
Q
  1. Which channels of communication might include an all hands meetings called by the chief?
A

Formal channels.

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29
Q
  1. Which channels of communication are used for performance evaluations conducted by a supervisor for a subordinate?
A

Formal channels.

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30
Q
  1. Formal channels may include complaints filed by an officer with the…
A

Agency’s ombudsperson.

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31
Q
  1. Informal channels tend to be more…
A

Horizontal.

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32
Q
  1. A hallway chat would be included as this type of channel.
A

Informal channels

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33
Q
  1. Email exchanges between fellow officers or members of the task force fall into these channels.
A

Informal channels

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34
Q
  1. What direction does communications take when a swat team member talks with the hazmat Team leader to share best practices that could benefit both teams?
A

Diagonal communications.

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35
Q
  1. Can access police reports to clarify procedures or policies or to determine whether police misconduct occurred.
A

Managers and officers

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36
Q
  1. Are considered important repositories of information?
A

Police reports.

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37
Q
  1. Tend to prefer a more formal system of communication within police agencies.
A

Supervisors and officers.

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38
Q
  1. Members wanting to communicate that look for others who make them feel comfortable and who can help them reach their goals.
A

Employees seeking to communicate informally.

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39
Q
  1. The language and format characterizing police reports provide a good example of a more formal…
A

System of communication.

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40
Q
  1. These types of communication often occur between officers of equal rank or position, but can take place between recruits and veterans or mentor officers.
A

Informal communication

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41
Q
  1. Barriers to effective communication definition.
A

Mindsets or cultural orientations that stand between a communication receiver and giver.

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42
Q
  1. Steps to be taken to overcome the effect of background differences on our communication?
A

Ongoing contact with people who are different and cultural diversity training.

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43
Q
  1. The sender who lacks credibility because he delivered false or inaccurate information in the past.
A

Noncredible source

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44
Q
  1. Even if the most recent information is accurate, the receiver may discount it and react inappropriately believing the sender to be a…
A

Noncredible source

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45
Q
  1. As part of ongoing training, police officers should be encouraged to exhibit sensitivity to people who are vulnerable like older persons, many of whom are…
A

Fearful of strangers or may misinterpret what they are observing.

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46
Q
  1. Although calls for service are prioritized as to urgency, no call should be devalued because…
A

It comes from someone with a history of calls that yield no or limited results.

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47
Q
  1. Calls for service are prioritized by…
A

Urgency.

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48
Q
  1. When senders use complex communication channels the message can become…
A

Distorted

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49
Q
  1. A senders message can become distorted when they use…
A

Complex communication channels.

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50
Q
  1. The barrier to effective communication when a chief describes an initiative to immediate subordinates, verbally, yet is distorted by the time it reaches the bottom of the hierarchy.
A

Complex communication channels

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51
Q
  1. A message that starts out as “Tell everyone I want to improve CompStat” ends up interpreted as “we need a new computer system”, illustrates which barrier to effective communication?
A

Complex communication channels.

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52
Q
  1. These exchanges usually occur between people who feel comfortable with one another.
A

Informal communication

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53
Q
  1. The best way police personnel can remove complex communication channels, as a barrier to effective communication, is to be…
A

clear and as specific as possible and ask the receiver to confirm their understanding.

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54
Q
  1. Barrier to effective communication occurring from a lack the personal traits, experience, training, education, or intelligence to communicate effectively.
A

Poor communication skills.

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55
Q
  1. In an exchange characterized by poor communication skills, one or more participants lack the…
A

personal traits, experience, training, education, or intelligence to communicate effectively.

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56
Q
  1. Which barrier to effective communication can all individuals improve through training, role playing and coaching?
A

Poor communication skills.

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57
Q
  1. What barrier to effective communication occurs when experiences, biases, prejudices, lack of understanding of cultural differences, and personal beliefs influence how we receive and interpet a message?
A

Background differences.

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58
Q
  1. What can result when from people from different backgrounds try to communicate?
A

Misunderstandings.

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59
Q
  1. Term used to identify subordinates who report to you.
A

Reports

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60
Q
  1. This barrier to effective communication can be overcome with ongoing contact with people who are different along with cultural diversity training.
A

Background differences.

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61
Q
  1. This barrier to effective communication occurs when the sender lacks credibility because the person delivered false or inaccurate information in the past.
A

Noncredible source

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62
Q
  1. Which barrier to effective communication occurs when a chronic caller’s report of suspicious persons is devalued based on previous negative results.
A

Noncredible source

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63
Q
  1. Barrier to effective communication: When messages conflict with information a receiver has already accepted as fact causing rejection of message.
A

Denial.

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64
Q
  1. When people from different backgrounds try to communicate and misunderstandings result Illustrates this barrier to effective communication.
A

Background differences.

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65
Q
  1. This barrier to effective communication can be overcome by using simple, ordinary language, when speaking the citizens.
A

Unfamiliar language.

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66
Q
  1. This barrier to effective communication can be overcome by not using police jargon or legalistic vocabulary..
A

Unfamiliar language.

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67
Q
  1. The language a sender uses to convey a message may contain jargon causing this barrier to effective communication.
A

Unfamiliar language

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68
Q
  1. Terminology specific to a profession is known as…
A

Jargon

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69
Q
  1. This barrier to effective communication can be bridged if officers use simpler, more ordinary language when speaking with citizens.
A

Unfamiliar language.

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70
Q
  1. This barrier to effective communication occurs to a receiver who is unfamiliar with the language, the message may be confusing or irritating.
A

Unfamiliar language

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71
Q
  1. The new recruit believes she is delivering adequate performance and therefore discounts her supervisor’s critical feedback illustrates this barrier to effective communication.
A

Lack of motivation

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72
Q
  1. If you don’t want to hurt somebody’s feelings with bad news this barrier to effective communication occurs.
A

Lack of motivation.

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73
Q
  1. What barrier to effective communication can be remedied if you are sender by delivering concise, to the point messages?
A

Lack of motivation.

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74
Q
  1. By using livelier language and pointing out how listening to your message benefits your listener, stirs up enthusiasm for your message, and will remedy this barrier to effective communication.
A

Lack of motivation

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75
Q
  1. To remedy this barrier when you are a receiver, practice paying attention to the content of messages communicated to you even if it is difficult.
A

Lack of motivation

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76
Q
  1. The only barrier to effective communication listed by the author as having “characteristics” that constitute barriers to good communication.
A

Organizational culture in a police agency.

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77
Q
  1. The culture in a police agency might also discourage open communication if it takes this approach to policing.
A

Command and control approach

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78
Q
  1. Barrier to effective communication when distractions and disruptions are so frequent during the workday that people have difficulty communicating.
A

Organizational culture

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79
Q
  1. This barrier to effective communication is illustrated when a police recruiter doesn’t hire college grads, since he believes they “get bored and quit”, after a supervisor suggested the opposite is true.
A

Denial.

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80
Q
  1. The result when people lower down the chain of command learn their input isn’t welcome during decision-making, so they stop offering it.
A

Communication dries up and morale erodes.

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81
Q
  1. Barriers to effective communication: Altering a culture that discourages open communications by taking a command and control approach requires…
A

establishing new rules promoting sharing of opinions and ideas as well as opening lines of communication.

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82
Q
  1. The primary communication channels.
A

Verbal, Nonverbal, and Written

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83
Q

Channels through which people use the spoken word, includes face-to-face talking, telephone conversations, and transmissions over a radio.

A

Verbal channels.

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84
Q
  1. Personnel in a police agency use a blend of communication channels, depending on the…
A

1-situation, relationship, and motivations, of the parties involved.

2-communication skills of participants.

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85
Q
  1. Communication through verbal channels can occur in numerous settings, such as:
A

one-on-one conversations, team/task force meetings, interviews, interrogations, news conferences, and public-speaking events.

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86
Q
  1. To communicate effectively through verbal channels, police personnel – through their words – must…
A

Demonstrate respect, cooperativness, and a willingness and ability to understand another person’s position (Empathy).

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87
Q
  1. By contrast to effective communication thru verbal channels, these words will spark defensiveness within listeners.
A

Words that convey a desire to control, manipulate, or judge; insincerity; aggression; or an air superiority.

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88
Q
  1. To communicate effectively through verbal channels, police personnel should also strive to minimize differences in…
A

Social status, authority, or power.

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89
Q
  1. Much of police work involves communicate face-to-face during…
A

An interview or interrogation.

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90
Q
  1. For anyone participating in formal communication, listening can…
A

Play a major role in the success of the exchange.

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91
Q
  1. What can lead to misunderstandings that result in costly or fatal mistakes?
A

Failure to listen.

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92
Q
  1. When a police officer fails to detect panic in the 911 caller’s voice or neglects to listen carefully to the details and incorrectly concludes the caller is not in imminent danger, describes a…
A

Failure to listen.

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93
Q
  1. Communication channels: This does not necessarily come naturally and some people must learn how to do this.
A

Listening.

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94
Q
  1. To communicate effectively through verbal channels, police personnel should also strive to accept…
A

Others’ viewpoints and to candidly express their own beliefs.

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95
Q
  1. Listening tips: Do not interrupt the speaker until a…
A

Natural pause occurs.

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96
Q
  1. Listening tips: Focus on the speaker, giving full…
A

Attention and concentration to what the person is saying.

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97
Q
  1. Listening tips: Strive to be objective about what the speaker is…
A

Saying, rather than judging what you are hearing.

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98
Q
  1. Listening tips: Paraphrase or asked for confirmation to ensure that…
A

You are hearing what the speaker intends to say.

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99
Q
  1. Nonverbal communication: the use of voluntary and involuntary body movements in some cases…
A

Clothing, hairstyle, physical attractiveness, and speaking style, to communicate a message.

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100
Q
  1. Listening tips: During the pause, ask questions if needed to..
A

Clarify the message.

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101
Q
  1. Communication channels: Body language.
A

Nonverbal channel of communication

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102
Q
  1. Communication channels: Facial expression
A

Nonverbal channel

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103
Q
  1. Communication channels: Tone of voice.
A

Nonverbal channel.

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104
Q
  1. Communication channels: speaking style
A

Nonverbal channel.

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105
Q
  1. Nonverbal channels of communications have just as much…
A

impact as words exchanged between a sender and receiver.

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106
Q
  1. The science devoted to how people INTERPRET nonverbal cues while communicating.
A

Kinesics.

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107
Q
  1. Involves body movements, clothing, hairstyle, physical attractiveness, and speaking style to communicate a message.
A

Nonverbal communication.

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108
Q
  1. Communication channels: Can be expressed consciously or unconsciously, depending on the senders intentions or interests.
A

Nonverbal cues.

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109
Q
  1. This type of communication is often subtle.
A

Nonverbal communication.

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110
Q
  1. Can be ambiguous depending on the culture, relationship, and gender of the participants,
A

The meaning of a specific form of nonverbal communication.

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111
Q
  1. Communication channels: A criminal trying to convince police he’s innocent may sit up and speak calmly, conscious behaviors illustrate…
A

Nonverbal cues.

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112
Q
  1. Often times, receivers pay more attention to the sender’s…
A

nonverbal communication then to the sender’s words.

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113
Q
  1. If the two types of communication send conflicting messages, the receiver will likely consider the…
A

nonverbal message more credible than the verbal one.

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114
Q
  1. Communication Channels: Must demonstrate the ability to communicate effectively in writing.
A

All officers and civilian employees of a police agency, regardless of rank or position,

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115
Q
  1. Must document facts surrounding an incident, interview, interrogation and activity occurring in the community.
A

Line level officers using written channels.

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116
Q
  1. Includes emails, text messages, and job postings published in the newspaper.
A

Written channels of communication.

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117
Q
  1. Basic principles for acceptable written communications.
A

– Communicates ideas clearly.
– Demonstrates understanding of the intended readers needs and goals.
– Sufficient command of language.
– typos, grammar, spelling, and punctuation.
– Clear organization, ideas flow smoothly.
– Follows protocol for the type of document.

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118
Q
  1. Is attentive to the grapevine and other informal communications among officers.
A

Wise police manager.

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119
Q
  1. Many police reports are scrutinized by the judiciary and by journalists, so these documents must be…
A

Clear, accurate, and language appropriate.

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120
Q
  1. Includes inter-office memos, incident reports, performance evaluations, and motivational posters.
A

Written channels of communication.

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121
Q
  1. These leaders takes a productive approach to the grapevine.
A

Effective leaders.

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122
Q
  1. Tactic utilized by the effective leader by allowing people to communicate using the grapevine, enabling them to experience the emotional release that comes when speaking freely with peers about concerns.
A

Using the grapevine as a communication tool.

123
Q
  1. These leaders encourage open communication at all levels in the agency.
A

Effective leaders.

124
Q
  1. Learn what information is being circulated through the grapevine to discover…
A

how subordinates really feel about changes or conditions in the agency.

125
Q
  1. Learn what information is being circulated through the grapevine to discover…
A

How subordinates really feel about changes or conditions in the agency.

126
Q
  1. This strategy causes the grapevine to loose much of it’s strength.
A

Encourage open communication at all levels in the agency.

127
Q
  1. What strategy is illustrated when people are regularly made aware of the current status of police initiatives, key players, and future changes, they will feel less compelled to gossip about these matters in secret?
A

Encourage open communication at all levels in the agency.

128
Q
  1. To use this tactic, disseminate positive and truthful information, which may be viewed as more credible than from more formal means.
A

Using the grapevine as a communication tool.

129
Q
  1. Which information may be viewed as more credible than info from more formal means, like a memo from the chief of police?
A

Positive, truthful information released through the grapevine, such as purchasing new police vehicles and dates for promotions.

130
Q
  1. These managers, rather than try to eradicate them, build on the strengths of their agency’s grapevine.
A

Savvy police managers.

131
Q
  1. These managers, manage the grapevine’s negative consequences and use it as a communication tool.
A

Savvy police managers.

132
Q
  1. Escalation of unfounded rumors is a negative consequence of this verbal informal channel of communication.
A

The grapevine.

133
Q
  1. The pattern of a group’s behavior is called…
A

Culture.

134
Q
  1. Culture stems from those things that give a group a specific identity:
A 
– Customs.
– Moral systems.
– Language.
– Behaviors.
– Mind set.
135
Q
  1. SWAT members having different behavioral norms than members of management teams is an example of what, within agency?
A

Microcultures

136
Q
  1. Organizations, including police agencies, develop cultures. Within an agency _____ may exist.
A

Microcultures

137
Q
  1. People working in a police agency may be communicating (__-__) with their own (__) and (__) as well as the people in the community the agency serves.
A

(Cross-culturally), (supervisors), (colleagues)

138
Q
  1. The process that occurs anytime a person of one culture sends a message to, or receives a message from, the person of another culture.
A

Cross-cultural communication.

139
Q
  1. Police personnel aware of cultural differences and striving to understand cultural norms, forms of address, and nonverbal cues are more…
A

effective, resourceful, healthier, satisfied with work, generate fewer complaints and experience less stress than those who lack these attitudes.

140
Q
  1. Misunderstanding can occur easily during this process because individuals from different cultures often perceive and evaluate each other differently.
A

Cross-cultural communication.

141
Q
  1. Tips for strengthening the ability to communicate across cultures.
A

1) Interact with people of different cultures.
2) Learn another language.
3) Willingly and openly attend event/religious service of another culture to adapt to the customs.

142
Q
  1. Gives you a window into the way people from other cultures view the world.
A

Learning another language.

143
Q
  1. The process that occurs anytime a person of one gender sends or receives a message from, a person of another gender.
A

Cross-gender communication.

144
Q
  1. Adapting to cultural differences requires __.
A

Patience.

145
Q
  1. What can also help police personnel adapt to cultural differences?
A

Talking with people from other cultures.

146
Q
  1. Three Special challenges to communication channels:
A

1) Communicating across cultures.
2) Communicating across genders.
3) Communicating with special populations.

147
Q
  1. Cross gender communication: Differences in how women and men communicate and what their goals are during communication can lead to…
A

misunderstanding and conflict in personal as well as professional relationships.

148
Q
  1. Some Linguists maintain that women use communication to …
A

Build relationships.

149
Q

Some Linguists maintain that men use communication to…

A

Accomplish tasks and determine where individuals fit in a hierarchy of relationships.

150
Q
  1. Methods to accommodate cross-gender communication differences
A

Acknowledge differences, gain familiarity with other gender’s communication styles, and practice speaking the other genders’ language.

151
Q
  1. One way to accommodate cross gender communication differences is to treat them the same way you would treat…
A

Cross-cultural communication differences.

152
Q
  1. What activity, during cross-gender communication sensitivity training, can help people master these skills?
A

Role playing.

153
Q
  1. Populations that include hearing or visual impairments, developmental disabilities, mental illness or substance abuse, and those who present an immediate danger to themselves or others.
A

Special populations.

154
Q
  1. Skills crucial for handling an incident in which a person with mental illness is experiencing a crisis:
A

gauging the situation, communicating effectively with persons involved, concluding the incident productively,

155
Q
  1. Individuals with mental illness respond differently than mentally healthy people do to…
A

ordinary stressors.

156
Q
  1. Gauging the situation: Being fatigued, experiencing extensive sensory stimulation, or forgetting to take a prescribed medication are examples of…
A

ordinary Stressors.

157
Q
  1. Under ordinary stressors the person with mental illness might become…
A

Frightened, suspicious, or aggressive.

158
Q
  1. Mental illness: Alcohol, or drug consumption, may exacerbate the…
A

symptoms of any mental illness and cause them to become dangerous to themselves or to others.

159
Q
  1. If police line officers receive a call about a person with mental illness, as soon as they arrive they should…
A

gauge the situation.

160
Q
  1. What must police line officers accept before attempting to communicate with a person with mental illness?
A

That the person’s behavior could be unpredictable.

161
Q
  1. Officers must also protect the public by isolating the person afflicted with mental illness and making dispatchers, and …
A

response personnel aware of the nature of the situation.

162
Q
  1. Officers should identify the (__) and (__) to the environment, as well as exercise extreme caution in case the person with mental illness has a (__).
A

(Exits) (entrances) (weapon)

163
Q
  1. What must officers establish between the person with mental illness and others?
A

A safe distance.

164
Q
  1. Gauging the situation: If possible, only one (___) officer should (__) with the subject.
A

(primary), (interact)

165
Q
  1. When dealing with mentally ill subjects, the officer should initiate conversation with an introduction and, in a respectful manner, state…
A

The reason for the police presence.

166
Q
  1. Communicating w/the mentally ill person: Officers should present a calm, confident demeanor demonstrating that…
A

the police are in control of the situation.

167
Q

229 Communicating w/the mentally ill person: After gauging the situation, the…

A

primary officer can engage the person verbally.

168
Q

229 If the mentally ill person refuses to communicate, the primary should encourage a…

A

response by using simple language.

169
Q
  1. Many situations provide special communication challenges for the police, especially when a subject is…
A

mentally ill or suicidal.

170
Q
  1. While engaging the person with mental illness in conversation, they should attempt to remove any…
A

dangerous objects from the individuals reach while maneuvering the person into a safe area.

171
Q
  1. Communicating w/the person: Introducing additional stimuli to the situation may only confused or upset the mentally ill individual and…
A

escalate any agitation the person may be experiencing.

172
Q
  1. Communicating w/the person: the mentally ill person begins to speak, the officer can…
A

Maintain a dialogue by using leading statements such as “go on” or “and, then?”

173
Q

229 Communicating w/the person: Communicating effectively with special populations requires:

A

Knowledge, patience, maturity-all of which officers can develop through experience and the appropriate training.

174
Q
  1. The officer should acknowledge the mentally ill individual’s emotions yet avoid expressing agreement with any…
A

Delusions or hallucinations that the person is experiencing.

175
Q
  1. When dealing with a mentally ill person the officer should never:
A

– Whisper, laugh, or joke with the individual.
– Minimize their concerns.
– Unnecessarily touch them.

176
Q
  1. Concluding the Incident may include criminal arrest, mental hygiene detention, transport to hospital for medical examination, or…
A

an intervention with professionals at a mental health facility.

177
Q
  1. What can further help officers strengthen the important skills required to communicate effectively special populations?
A

Each encounter (experience) and follow-up debriefing with command staff and colleagues.

178
Q
  1. Police agencies offer citizens several methods of communication with the agencies:
A

– 911 calls for emergency.
– 311 calls for less urgent matters.
– Written communications.

179
Q
  1. Advancements in electronic communication technology have made it easier than ever for:
A

Police personnel to communicate instantaneously with various constituencies.

180
Q
  1. The ease and immediacy of electronic communication has also led to a..
A

Laxness in professionalism and decorum.

181
Q
  1. People have become all too willing to send emails or text or cell phone messages without…
A

Checking for errors.

182
Q
  1. The inappropriate inclusion of ___ ___, or the use of ___ language is unacceptable.
A

Confidential information, improper.

183
Q
  1. These forms of communication are easily monitored by outsiders.
A

Electronic communication technology.

184
Q
  1. A lack of professionalism in electronic messages can cause a loss of credibility to a…
A

Police manager or officer – even the entire agency.

185
Q
  1. Electronic forms of communication demand the same…
A

Level of professionalism as traditional interpersonal and written communication methods.

186
Q
  1. Does my message contain information I would not reveal in a face-to-face meeting?
A

Question to ask before sending a message by any electronic communication channel.

187
Q
  1. Have I made errors in spelling, grammar, sentence structure?
A

Question to ask before sending a message by any electronic communication channel.

188
Q
  1. Is my message clear and concise?
A

Question to ask before sending a message by any electronic communication channel.

189
Q
  1. Have I expressed what I want from the recipient?
A

Question to ask before sending a message by any electronic communication channel.

190
Q
  1. Does my message contain any inappropriate language?
A

Question to ask before sending a message by any electronic communication channel.

191
Q
  1. Because of their central role in community life they are often interviewed by the press.
A

Police personnel–especially those in managerial and supervisory roles.

192
Q
  1. Favorable news coverage of the police is rare, instead news stories focus on…
A

The negative because that is what “sells”.

193
Q
  1. This adage reflects the media’s awareness of the public’s hunger for drama and gore.
A

“If it bleeds it leads”.

194
Q
  1. What causes citizens to conclude that life is more dangerous than it actually is, instilling unnecessary fear?
A

A preponderance of negative news stories about the police.

195
Q
  1. A preponderance of negative news stories about the police jeopardizes police agencies’ chances of receiving funding because…
A

It gives the impression that police are not doing their job effectively.

196
Q

Police operations should be transparent, visible, and accessible to the common citizen, and the news media:

A

Provide the best avenue for creating those conditions.

197
Q

Police Agency steps for improving the quality and effectiveness of communication with the media:

A

1) Appoint a Public Information Officer (PIO) or clearly state who is authorized to speak to the press.
2) Make press releases brief and to the point.
3) Manage media conferences strategically.
4) Control Information.

198
Q
  1. Improving communication with the media:

This position should be voluntary.

A

Public information officer or individual, clearly designated, who is authorized to speak to the press.

199
Q
  1. This individual must be comfortable and skilled at speaking to groups and a genuine
    desire to do this job.
A

Public information officer.

200
Q
  1. They should have a clear understanding of which information is acceptable to share with the public and which is not.
A

PIOs.

201
Q
  1. Be sure the latest and most important information appears…
A

At the beginning of a press release.

202
Q
  1. Print a brief headline at…
A

The top of the release.

203
Q
  1. Provide enough information to satisfy the media while not…
A

Jeopardizing investigations or police operations.

204
Q
  1. Police agencies usually conduct media conferences after a high profile incident has…
A

Generated intense media and community interest.

205
Q
  1. Often, police will discuss major cases and asked for the public’s help, or use the conference to…
A

Inform the public of an ongoing dangerous situation.

206
Q
  1. As with press releases, the opening statement of a media conference…
A

Should be brief and to the point.

207
Q
  1. Answers to journalists’ questions at the media conference should be…
A

Equally short and pointed.

208
Q
  1. Control information leaks:

Information can leak from a police agency, if officers or civilian workers…

A

Inadvertently mentioned details about an investigation to someone during a conversation.

209
Q
  1. Such leaks can jeopardize investigation.
A

Information leaks.

210
Q
  1. Should strive to be the first to provide truthful, and factual info to the media to control information leaks.
A

Police managers, supervisors

211
Q
  1. In what way will journalists not be tempted to rely solely on leaks?
A

Police managers and supervisors strive to be first to provide truthful, factual information.

212
Q
  1. Police officers should remember that a news reporter’s job is to…
A

locate and publicize a story.

213
Q
  1. Reporters search for stories that will…
A

catch the public’s interest.

214
Q
  1. The more “eyeballs” a news outlet attracts, the more…
A

advertising dollars from companies selling products or services.

215
Q
  1. Sensational stories attract public, thus the news media’s business model means that journalists tend to focus on…
A

the negative, the violent, and the frightening aspects of police work.

216
Q
  1. News media’s focus on the negative doesn’t mean that police managers should try to…
A

control the media or refuse to provide information.

217
Q
  1. What would threaten the free and open press that is vital to our democracy?
A

Police managers trying to control the media or refusing to provide information.

218
Q
  1. Police – media positive relationship building actions:
A

– Provide information.
– Include media in some police briefings.
– Demonstrate professionalism.

219
Q
  1. Provide information: A “no comment” statement to the press is like a…
A

Red flag to a bull and makes journalists suspect that the police are concealing information.

220
Q
  1. Include media reps in some police briefings: At briefings share information about how the agency meets…
A

goals and helps the community achieve its vision of a better future.

221
Q
  1. How to demonstrate professionalism with the media:
A

Avoid confrontations, shouting matches, police Jargon, officious speech, and do not make “off the record” statements. Admit your mistakes.

222
Q
  1. Police may increase odds that journalists will publish balance, accurate accounts of a police agency’s work by…
A

Building a positive relationship with the media.

223
Q
  1. (Communicating with other agencies) Police communicate with people from other agencies, but they tend to do so only…
A

Only when it is necessary, such as when a suspect crosses jurisdictions and those officers must be informed.

224
Q
  1. What kind of communication can increase the effectiveness of each agency involved?
A

Regular communication among agencies.

225
Q
  1. What kind of communication facilitates the exchange of valuable Information and cooperation that agencies need to make decisions?
A

Regular communication among agencies.

226
Q
  1. Technology advances have made this kind of communication easier than ever.
A

Interagency communication.

227
Q
  1. SAFECOM, was instituted in 2004 by the…
A

US department of homeland security’s office of interoperability and compatibility. (OIC)

228
Q
  1. The DHS program that uses technology to improve Interagency communication.
A

SAFECOM

229
Q

234.SAFECOM provides state, local, tribal, and federal emergency response agencies. research, development, testing and evaluation, guidance, tools and templates on…

A

Interoperable communication-related issues.

230
Q
  1. SAFCOM primary purpose.
A

“Communication interoperability” among more than 50,000 public safety agencies across the US.

231
Q
  1. Interoperability refers to the ability of emergency responders to…
A

work seamlessly with other systems or products without any special effort.

232
Q
  1. When communications systems are interoperable, police and firefighters responding to an incident can …
A

speak with one another to coordinate efforts.

233
Q
  1. When communications systems are interoperable, emergency response agencies can respond to…
A

catastrophic accidents or disasters to work effectively together.

234
Q
  1. They maximize resources and planning for major predictable events like the Super Bowl or disaster and recovery efforts when Communications Systems are interoperable?
A

emergency response personnel.

235
Q
  1. Fostering good working relationships with people from other agencies is essential to…
A

providing optimum service to citizens.

236
Q
  1. This can help build good working relationships with people from other agencies.
A

Communication

237
Q
  1. Police officers should converse with professionals from other agencies to gain familiarity with…
A

how personnel work in these settings, what resources the various entities offer, and the limitations of each entity.

238
Q
  1. Specifically refers to the ability of emergency response officials to share information via voice and data signals on demand, in real time, when needed, and as authorized.
A

Wireless communications interoperability.

239
Q
  1. Various types of public safety personnel must communicate…
A

Well among one another, especially in emergency situations.

240
Q
  1. Informed by knowledge of the various entities, officers can direct a citizen in need of assistance to…
A

The agency that can best satisfy the need.

241
Q
  1. Four essential communication skills:
A

– Facilitation.
– Persuasion.
– Feedback.
– Conflict management.

242
Q
  1. What can help police personnel enhance the effectiveness in any communication situation?
A

The four essential communication skills of facilitation, persuasion, feedback, and conflict management.

243
Q
  1. The essential communication skill through which police personnel develop solutions to problems
A

Facilitation.

244
Q
  1. People use facilitation to…
A

Effectively and agreeably develop solutions to problems.

245
Q
  1. Facilitation comprises a range of specialized functions that…
A

Help a group deliberate.

246
Q
  1. Which is central communication skill is difficult to accomplish in a traditional command-and-control environment?
A

Facilitation.

247
Q
  1. Which essential communication skill can motivate others to develop and implement ideas and initiatives by promoting transparency and synergistic efforts?
A

Facilitation.

248
Q
  1. What kind of leaders incorporate “facilitation” into daily encounters?
A

Police leaders.

249
Q
  1. – Creating a safe, receptive, nonthreatening environment in which people share ideas and challenge one another’s thinking.
A

One of the hall marks of facilitation.

250
Q
  1. Encouraging subordinates and others to express themselves openly and freely.
A

One of the hall marks of facilitation.

251
Q
  1. Keeping an open mind; that is, listening without judging.
A

One of the hall marks of facilitation.

252
Q
  1. Seeking to understand what is being said.
A

One of the hall marks of facilitation.

253
Q
  1. Avoiding side conversations and personal agendas.
A

One of the hall marks of facilitation.

254
Q
  1. Respecting others’ opinions.
A

One of the hall marks of facilitation.

255
Q
  1. Making salient points in a calm manner.
A

One of the hall marks of facilitation.

256
Q
  1. Offering and receiving relevant information.
A

One of the hall marks of facilitation.

257
Q
  1. The ability to influence outcomes, using methods other than the issuance of direct orders.
A

Persuasion.

258
Q
  1. Helps create a more participatory work environment which in turn enhances productivity and job satisfaction.
A

Using persuasion more than command and control.

259
Q
  1. In the private as well as public sectors, persuasion has emerged as a preferred method for…
A

Fostering change and achieving valued results.

260
Q
  1. Persuasion has emerged as the preferred method for fostering change because enabling change and achieving results often requires…
A

collaboration among people who do not have formal authority over one another.

261
Q
  1. Whenever possible, police officers should seek to persuade others to take action, rather than…
A

dictate outcomes.

262
Q
  1. Exhibits distinctive personal characteristics of confidence and calmness
A

Effective persuaders

263
Q
  1. Exhibits distinctive personal characteristics of empathy and credibility.
A

Effective persuaders

264
Q
  1. Exhibits distinctive personal characteristics of reliability and humility.
A

Effective persuaders.

265
Q
  1. Effective persuaders exhibit the distinctive personal characteristic of credibility by being…
A

Knowledgeable about the subject matter at hand.

266
Q
  1. Thinking creatively about what might be the best solution for all parties is a behavior demonstrated…
A

By effective persuaders.

267
Q
  1. Presenting information in a manner that facilitates comprehension by others is a behavior demonstrated by…
A

Effective persuaders.

268
Q
  1. Readily soliciting and providing feedback-behavior demonstrated by…
A

Effective persuaders.

269
Q
  1. Presenting a positive impression through good grooming and dress, enthusiasm, and impeccable personal credentials is a behavior demonstrated by…
A

Effective persuaders.

270
Q
  1. Connecting with diverse audiences and building consensus is a behavior demonstrated by…
A

Effective persuaders.

271
Q
  1. Inviting alternative approaches to resolving problems is a behavior demonstrated by…
A

Effective persuaders.

272
Q
  1. Articulating and promoting a compelling vision of a desirable future is the behavior demonstrated by…
A

Effective persuaders.

273
Q
  1. Using relevant facts and evidence to make their points are behaviors demonstrated by…
A

Effective persuaders.

274
Q
  1. Exhibiting passion when presenting their ideas is a behavior demonstrated by…
A

Effective persuaders.

275
Q
  1. Resonating with others’ feelings, fears, values, dreams, frustrations, egos, needs, and desires are behaviors demonstrated by…
A

Effective persuaders.

276
Q
  1. Communication is a process that may involve several goals, including persuading others to…
A

take action or embrace an idea.

277
Q
  1. Feedback is a special kind of communication through which a sender gives…
A

specific information (a response) to a receiver.

278
Q
  1. This can be given in all types of communication channels (verbal, nonverbal, and written).
A

Feedback.

279
Q
  1. Firearms trainers asking students to rate the training value to them is an example of…
A

A question that can result in feedback.

280
Q
  1. Can result from a question or can be personal.
A

Feedback

281
Q
  1. After a subordinate completes a project, the supervisor gives an impression of the performance is an example of…
A

Personal feedback.

282
Q
  1. In all types of work, giving immediate feedback can be…
A

far more effective than waiting for a less frequent occasion.

283
Q
  1. When people receive feedback while their action or performance Is fresh in their minds…
A

They learn more from that information.

284
Q
  1. In some police agencies, ___ can ask ___ to provide feedback on ___ performance and policies.
A

Supervisors, subordinates, management’s.

285
Q
  1. Many supervisors may be reluctant to ask for feedback from anyone, because it could…
A

Turn attention to areas where they are lacking while ignoring their strengths.

286
Q
  1. (__) may be reluctant to give their (__) honest feedback because they fear it will spark retaliation.
A

(Subordinates) (superiors)

287
Q
  1. Feedback can flow not only between personnel in a police agency but also between the..
A

agency, and communities it serves.

288
Q
  1. An agency might distribute a written or online survey to citizens, to assess the quality of police services. The responses can help…
A

Police managers modify procedures and design needed new initiatives.

289
Q
  1. Conflict is an evitable part of human nature that arises when people have…
A

incompatible goals, compete over scarce resources, or interfere with each other’s efforts.

290
Q
  1. Knowing how to manage conflict through effective communication is a…
A

Core skill for all police personnel.

291
Q
  1. The first step to conflict management.
A

Understand the difference between productive and destructive conflict.

292
Q
  1. With productive conflict, participants balance…
A

Cooperation with competition, resulting in a gain for all parties.

293
Q
  1. Participants keep the discussion centered on the issues at hand, not allowing it to devolve into personal character attacks.
A

Productive conflict

294
Q
  1. Disputants seek to win for themselves rather than achieve collective gain.
A

Destructive conflict

295
Q

With this type of conflict, disputants resort to personal attacks instead of resolving issues at hand.

A

Destructive conflict

296
Q
  1. Managing conflict: (__ __ __) and (__ __ __) seek to de-escalate destructive conflict by watching for and correcting symptoms of (__ __).
A

(Effective police managers) (front-line officers) (unproductive conflict)

297
Q
  1. Ridiculing or threatening one another.
A

Symptoms of unproductive conflict.

298
Q
  1. One example of correcting symptoms of unproductive conflict occurs if a police manager leading a meeting notices one person being silent, the manager might…
A

Call on that person and encourage sharing of thoughts, concerns, and ideas.

299
Q
  1. Which communication style may be used by an officer when arresting a suspect?
A

Assertive, task oriented, and decisive communication style.

300
Q
  1. Which communication style may be used by an officer facilitating a meeting to generate ideas for reducing speeding in the neighborhood?
A

Collaborative communication style.

301
Q
  1. “Written Channels” They must write policies and directives; document human resource activities, and transmit information to politicians, media, and citizens.
A

Police administrators

302
Q
  1. Impugning each other’s character,
A

Symptom of unproductive conflict

303
Q
  1. Harboring resentments
A

Symptom of unproductive conflict

304
Q
  1. Refusing to express their thoughts.
A

Symptom of unproductive conflict

Police Administration (12 decks)

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