Common Sense Ch. 9 The Police Leader as a Communicator Flashcards
Words are, of course, among the most obvious of communication tools. The person doing the communicating must not only concern himself with the message that he wanted and intended to convey, but must be equally concerned with: (blank), (blank) and perhaps (blank) information or feelings that he puts across as well.
Unintentional, supplemental and perhaps contradictory
Good communication between management and supervisor, and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. Reliable communication helps guarantee the presence of an additional component to overall agency effectiveness:
good employee morale.
(blank) between management and supervisor, and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. Reliable communication helps guarantee the presence of an additional component to overall agency effectiveness: good employee morale.
Good communication
Good communication between management and supervisor, and between supervisor and the supervised is vital to more than just organizational effectiveness and efficiency. (Blank) helps guarantee the presence of an additional component to overall agency effectiveness: good employee morale
reliable communication
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: (7)
- Clear message
- Simplified message
- Openness
- Two-way information flow
- Application of good listening /reading habits
- Calm approach
- Proper timing
Clear Message:
If communicating orally, the supervisor can help make sure his point is being made by:
not trying to convey too much too quickly.
Clear Message:
If communicating orally, the supervisor can help make sure his point is being made by not trying to convey too much too quickly. If the information is lengthy and complicated, it is best to:
put it in writing.
Clear Message:
If communicating orally, the supervisor can help make sure his point is being made by not trying to convey too much too quickly. If the information is lengthy and complicated, it is best to put it in writing. If the message is to be in written form, the supervisor should keep the words, sentences, and paragraphs:
as short as possible for clarity and understanding.
Simplified Message:
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 tedium.
Openness:
For real communication to take place, all of the participants in the information exchange must be:
attentive and open with one another.
Openness:
For (blank) to take place, all of the participants in the information exchange must be attentive and open with one another.
real communication
Openness:
Trickery and deception, in any sort of communication, often will:
backfire on its originator.
Openness:
(Blank and blank), in any sort of communication, often will backfire on its originator. Lies and half-truths, including lies by omission, have no place in any communication from a supervisor to his subordinates.
Trickery and deception
Openness:
Anything less than (blank and blank) in one’s daily interaction with coworkers, bosses, and subordinates is not in the interests of good communication.
forthright openness and honesty
Two-way information flow:
Personal contact between the message sender and its intended recipient allows for a more meaningful exchange of information and ideas. A (blank) cannot be read for its facial expressions and body language.
A written communication
Two-way information flow:
(Blank) between the message sender and its intended recipient allows for a more meaningful exchange of information and ideas. A written communication cannot be read for its facial expressions and body language.
Personal contact
Two-way information flow:
Personal contact between the message sender and its intended recipient allows for a more meaningful exchange of information and ideas. A written communication cannot be read for its:
facial expressions and body language.
Two-way information flow:
One of the supervisor’s functions is to explain and clarify to his people the instructions and policies that are handed down to him. To some extent, his role here is that of a:
translator between management and the work force.
Two-way information flow:
One of the supervisor’s functions is to (blank) and (blank) to his people the instructions and policies that are handed down to him. To some extent, his role here is that of a translator between management and the work force.
explain and clarify
Two-way information flow:
The police leader determined to maintain a good information exchange with his subordinates, will see to it that he keeps himself informed, and knows where to go for:
facts or explanations when he does not have the answers himself.
Two-way information flow:
Good two-way communication is also encouraged by the supervisor who asks questions to be sure he is understood. After explaining a particularly complex procedure or operation, he finds it informative to:
ask a few pointed questions of his audience.
Two-way information flow:
Good two-way communication is also encouraged by the supervisor who:
asks questions to be sure he is understood.
Two-way information flow:
Unfortunately, face to face contact is not always practical or possible when information is being conveyed. the second best alternative- the written communication- must then take over as the:
vehicle carrying the message.
Two-way information flow:
Unfortunately, face to face contact is not always practical or possible when information is being conveyed. the second best alternative- (blank)- must then take over as the vehicle carrying the message.
- the written communication-
Two-way information flow:
The most skillful supervisors will strive to anticipate the questions or other problems likely to arise from one-way written messages by:
doing their homework so the answers will be ready if and when queries arise.
Two-way information flow:
To be useful, the written message must be accompanied by someone who can:
A supervisor lacking in writing skills will seek to remedy the problem via practice, thorough proofreading and, perhaps, a writing or grammar class or two. It is critical to his future.
explain and clarify, and discuss where needed.
Application of Good Listening/Reading Habits:
The supervisor must truly listen to what his subordinate is saying to him. This means he does not look blandly (or blindly) at his employee while:
his mind is somewhere else.
Application of Good Listening/Reading Habits:
The supervisor can and should question and clarify in his own mind exactly what it is the speaker is saying. This is necessary for understanding, and a prerequisite of:
good communication.
Application of Good Listening/Reading Habits:
The written communication deserves at least as much effort and attention as does the spoken word. A first reading done to get the general idea, and a (blank and blank) second one intended to bring out the particulars is a good idea.
slower and more careful
Application of Good Listening/Reading Habits:
The written communication deserves at least as much effort and attention as does the:
spoken word.
Calm Approach:
Statements made under the color of (blank) are often regretted later. All participants to the information exchange must be in control of their feelings for useful communication to take place.
strong emotions
Calm Approach:
Statements made under the color of strong emotions are often:
All participants to the information exchange must be in control of their feelings for useful communication to take place.
regretted later.
Two-way (blank) and (blank) are musts for effective communication.
trust and respect
Proper Timing:
WHEN a given communication is carried out, it can be every bit as important as how it is sent. Written attempts at communication are not exempt from:
the timeliness requirement.
Hazards to good communication include: (5)
- Distractions
- Prejudices
- Emotional involvement
- Inappropriate language
- Poor attitudes
Distractions:
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. All parties to the intended communication owe one another complete dedication to:
the task at hand.
Whether the information being relayed is written or oral, its chances for reaching its intended listener/reader intact are reduced if:
All parties to the intended communication owe one another complete dedication to the task at hand.
it is surrounded by other happenings competing for attention.
Prejudices:
Prejudices may cause the speaker or writer to talk down to his audience. This same type of opinionating may cause members of the audience to ignore what is being directed at them, possibly because the communicator’s reputation, established earlier, is not a good one. The subordinate or supervisor owes himself and his organization:
an open and receptive mind to the new message at hand.
Emotional Involvement:
The supervisor who disciplines while still angry is not (blank). The smarter supervisor cools off first, confirms his information, and disciplines later. Good communication requires a calm, emotional atmosphere.
totally effective
Emotional Involvement:
The supervisor who disciplines while still angry is not (blank). The smarter supervisor does three things instead :
Good communication requires a calm, emotional atmosphere.
cools off first, confirms his information, and disciplines later.
Inappropriate language:
The leader should concern himself with making himself plainly understood in the terms he selects to carry his intended thought, idea, or feeling to his audience. A good rule of thumb for the communicator might go something like this:
BE BRIEF, BE CONCISE, BE GONE.
The good communicator refrains from talking down to his audience. The truly effective communicator tries to know his audience well enough to adjust his presentation (whether written or oral) to:
the ill defined “average” man or woman.
He shoots for the median of the audience.
Poor attitudes:
Body language is another method of communicating. (Blank, blank, blank) and other expressions of contempt or impatience can get the notification across as reliably as spoken words.
Crossed legs, folded arms, eyes rolled heavenwards
A poor attitude can arise from one or more parties using inappropriate language, from prejudice, or from a long-standing grudge. Poor attitude can be combated by some self-evident and largely painless remedies. They are: (3)
- Put prejudices to the back of the mind to the fullest extent possible
- Do not permit emotions to dictate hasty actions or thoughtless words
- Keep language appropriate to the audience and incident at hand
Benefits of Good Communication:
Good communication with the supervisor enables all of his subordinates to know: exactly what is expected of them.
exactly what is expected of them.
Benefits of Good Communication:
Good communication happens where there is mutual trust at each level of the organization. A single element where this reliability does not exist will:
break the whole communication chain
Benefits of Good Communication:
Good communication happens where there is (blank) at each level of the organization. A single element where this reliability does not exist will break the whole communication chain.
mutual trust
Benefits of Good Communication:
Good communication within the law enforcement agency allows subordinates and supervisors alike to feel better about themselves, their agency , and each other. Good communication can and should mean: (4)
- Less infighting
- Fewer bad feelings
- Reduced misunderstandings
- Less employee turnover
Written Vs Oral Communication:
(Blank) 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.
Oral communication
Written Vs Oral Communication:
Oral communication is best in (blank), even if the number of parties to the communication is expanded from the one-on-one scenario.
relatively informal situations
Written Vs Oral Communication:
Written communication comes into its own in the realm of (blank). Written messages bring a greatly increased degree of permanency to any task of communication. Written communication also can serve as a memory refresher from the past, and it can allow more thinking time for everyone involved in the communication process.
record keeping
Written Vs Oral Communication:
Written communication comes into its own in the realm of record keeping. Written messages bring a greatly increased degree of permanency to any task of communication. Written communication also can serve as a (blank) from the past, and it can allow more thinking time for everyone involved in the communication process.
memory refresher
Written Vs Oral Communication:
(Blank) of specific acts and events provides the proof necessary for backing up an employee performance evaluation or a formal supervisory recommendation for personnel action of any sort.
written documentation
Written Vs Oral Communication
With a good, common sense understanding of (blank and blank), the supervisor can effectively lead the police personnel under his command
communication’s elements and potential problems
Summary:
Good communicators must understand others and:
be understood easily by them; both orally and in writing.
Summary:
The intelligent police leader uses (blank) to help improve the efficiency and impact of the organization of which he is a part.
effective communication
Summary:
Good communication requires:
the full attention of the message sender and receiver.
Summary:
Good communication (blank-3) and allow for:
clear, simple, open, and allow for two-way information exchange.
Summary:
The ability to write well is:
absolutely mandatory for a supervisor.
Communication primarily involves:
Sending messages.
Poorly phrased written directives can lead to:
Confusion and harm.
Effective communication within an organization is said to:
promote unity.
Good employee morale is closely tied to:
reliable communication.
Rumor- mongering is most likely to occur in environments lacking:
reliable information and personal interest.
The intelligent police supervisor values which forms of communication equally?
written and verbal
What method is recommended when conveying lengthy or complicated information?
Written communication.
What environment is considered ideal for delivering oral messages?
serene surroundings
What is the primary benefit of keeping written directives brief and clear?
to ensure understanding
Which terms should a supervisor avoid to prevent confusion?
“Sometimes”, “Generally”, “Usually”
What is a potential consequence of unclear directives?
Confusion among police personnel
What should a clear oral message be delivered with?
Calmness
What is the potential downside of combining multiple messages into one communication?
confusion
What is condemned as unacceptable communication?
Half- truths
What is an important characteristic of a message?
honesty
What might distract an audience from the intended message?
Pompous or arrogant delivery
What advantage does face-to-face oral communication have over written communication?
Efficiency and effectiveness
Two-way communication is an important factor for accomplishing the following:
maintaining peace between labor and management
What supervisors should avoid in their attitude towards communication?
busyness and indifference
What might happen if a supervisor frequently responds with “I don’t know” without further effort?
growth of informal communication channels
Supervisors should emulate which professional’s approach to reporting information?
Journalist
Supervisors should use questions primarily for:
learning and understanding
What is considered a potential consequence of ineffective two-way communication?
growth of the rumor mill
What is important for effective listening and reading habits?
Patience and receptiveness
What should questioning primarily aim to achieve?
clarification.
What attitude should supervisors maintain during communication?
Receptivity and interest
Good readers and listeners alike should avoid:
interrupting
What is recommended for understanding complex written messages?
A second, careful reading
What technique can help readers comprehend complex messages?
highlighting in color
Why is it advisable to avoid making statements under strong emotions?
they are regretted later.
What is important about the listener’s attitude during communication?
calmness is crucial
What is true about the timing of communication?
it can affect how the message is received.
Why should supervisors be cautious about issuing written communications?
to prevent verbal derision and noncompliance
What is identified as an enemy of good communication?
Distractions
Distractions can hinder communication by:
competing for attention
What is the impact of prejudices on communication?
the hinder message reception
What advice does the chapter give regarding emotional involvement in communication?
cool off before disciplining
Why is a calm emotional atmosphere important for good communication?
it facilitates tactful approaches
What is a benefit of good communication in the police organization?
clear expectations and performance evaluations
Effective leaders can help achieve good communication by:
avoiding unfair value judgements
What is a consequence of good, two-way communication in a law enforcement agency?
Awareness of troops concerns by top brass
Trust in an organization can grow when:
Reasons for decisions are provided
What is a by-product of mutual trust and understanding in an agency?
Improved self-perception and agency satisfaction.
