Effective Police Supervision - Chapter 3 Notes

Question 1

This is the process by which info is exchanged between individuals (2 or more) through a common system of symbols, signs, or behavior.

Answer 1

Communication

Question 2

This is the foundation of interpersonal relations. It is the lifeblood of the organization and the process that ties whole organization together.

Answer 2

Communication

Question 3

Communication is the most prevalent at the _____ level.

Answer 3

Operational

Question 4

A characteristic that all “excellent” supervisors have in common is _____.

Answer 4

The ability to communicate

Question 5

_____ means getting the meaning across.

Answer 5

Effective communication

Question 6

Supervisors spend approximately what percentage of their communication time performing tasks related to subordinates?

Answer 6

55%

Question 7

Supervisors spend approximately what percentage of their communication time performing tasks related to superiors?

Answer 7

26%

Question 8

Supervisors spend approximately what percentage of their communication time performing tasks related to the public?

Answer 8

15%

Question 9

Supervisors spend approximately what percentage of their communication time performing tasks related to other supervisors?

Answer 9

4%

Question 10

A task analysis study of 53 specific first-line supervisor tasks found what percentage involved Communication?

Answer 10

51%

Question 11

What is the simplistic communication process?

Answer 11

Sender > Message > Recipient

Question 12

_____ communication involves two or more people.

Answer 12

Interpersonal

Question 13

This is the process of the sender determining the relevancy of each message as well as the importance of information. The sender exercises complete control over flow of information.

Answer 13

Gate keeping

Question 14

_____ places the first-line supervisor in the position of controlling the amount and nature of information entering the information system. e.g. The supervisor is in a position to control the amount of information subordinates will receive.

Answer 14

Operational autonomy

Question 15

This is an element of the communication process through which the message travels from the sender to the recipient.

Answer 15

Channel

Question 16

The term channel usually refers to one or more _____ and involves both verbal and nonverbal aspects of communication.

Answer 16

Of the human senses

Question 17

The first-line supervisor usually deals with _____ communication

Answer 17

Oral

Question 18

What is the realistic communication process?

Answer 18

Noise ——————————————————————->
Sender > Encoding > Channel > Decoding > Recipient

Question 19

What is the last feature of the communication process?

Answer 19

Noise

Question 20

What is noise?

Answer 20

Anything that reduces the accuracy of a communication

Question 21

True/False. Noise can be present at any point during the communication process.

Answer 21

True

Question 22

The greatest problem area of communication is _____.

Answer 22

The use of language

Question 23

_____ is the process of the recipient interpreting and understanding the message.

Answer 23

Decoding

Question 24

First-line supervisors are _____ oriented.

Answer 24

Task

Question 25

This type of communication is characterized by no feedback from the recipient to sender, and has been traditionally used in police work.

Answer 25

One-way communication

Question 26

When is one-way communication preferrable?

Answer 26

When compliance is imperative, feedback is not wanted, orderliness is significant, and speed is important

Question 27

This type of communication is characterized by the recipient providing feedback to the sender.

Answer 27

Two-way communication

Question 28

What is the drawback to two-way communication?

Answer 28

One must accept some risk and share power and authority

Question 29

What are the advantages of two-way communication?

Answer 29

Acknowledgement of the importance of communicating, greater understanding, improved accuracy, recognition of subordinates’ need to know what’s expected of them, sharing of authority and responsibility

Question 30

What are some barriers to communication?

Answer 30

Physical barriers, psychological barriers, personal/physiological barriers, semantics, concern of jeopardizing one’s status, fear of being looked down upon, fear of being viewed as having limited knowledge of a subject

Question 31

What are physical barriers?

Answer 31

Things or circumstances that block or lead to garbled transmission of messages (e.g. poor radio transmission, poorly written note, incorrect use of 10-codes, outside noises)

Question 32

What are psychological barriers?

Answer 32

An individual's beliefs, judgments, values, needs, life experiences, education, training, and goals, the emotional state (hostility, apprehension, assurance) of either the sender or the recipient, stereotyping, biases, and prejudice

Question 33

What are personal barriers?

Answer 33

Fatigue, illness, discomfort, pain, work, family, financial problems (these can be physiological in nature)

Question 34

Semantics

Answer 34

An obstruction to effective communication that results from words being misunderstood or subject to misunderstanding - there are many words or phrases that have multiple meanings and these can vary with each situation

Question 35

What is feedback?

Answer 35

Information received by the sender from the recipient, so sender can modify/correct the message. It results in improved communication and performance, is a means of increasing frequency of desirable behavior, and should be descriptive and non-judgmental.

Question 36

What is argot?

Answer 36

A semantics problem resulting from the use of jargon or esoteric language (e.g. police language, 10 codes, police jargon)

Question 37

Most people listen at an efficiency level of approximately _____ percent.

Answer 37

25%

Question 38

True/False. Speech operates faster than thought.

Answer 38

False

Question 39

An average person speaks approximately how quickly?

Answer 39

2-3 words a sec (120-180 words/minute)

Question 40

Most listeners can process up to _____ words per minute. What does this often result in due to the differential between speech and thought?

Answer 40

500 words/minute; it causes listeners to concentrate on other than what is being said

Question 41

Stance, posture, gestures, eye contact, and facial expressions are examples of what?

Answer 41

Non-verbal communication

Question 42

_____ is used primarily to convey emotions, desires, and preferences. It can either reinforce or contradict what is said.

Answer 42

Non-verbal communication

Question 43

What are the 3 components of a message that contribute to the communication process?

Answer 43

The actual Words, the way it was said, and non-verbal facets of communication

Question 44

What percentage of a message's impact can be attributed to the actual words?

Answer 44

7%

Question 45

What percentage of a message's impact can be attributed to the way it was said?

Answer 45

38%

Question 46

What percentage of a message's impact can be attributed to the non-verbal facets of communication?

Answer 46

55%

Question 47

What is kinesics?

Answer 47

The study of nonverbal communication (body language)

Question 48

What is paralanguage?

Answer 48

A form of communication in which an individual sends messages not only through language and words, but also by tone of voice, pitch, rate of speech, and inflection

Question 49

_____ is the primary communicator of emotion.

Answer 49

The face

Question 50

There are an estimated _____ facial expressions

Answer 50

250,000

Question 51

Gestures are an important part of _____.

Answer 51

Silent language

Question 52

What are gestures?

Answer 52

The voluntary movement of a part of the body to explain, emphasize, or reinforce the verbal component of a message

Question 53

There are approximately _____ distinct hand gestures | that have verbal equivalents.

Answer 53

5,000

Question 54

What is LEP?

Answer 54

Limited English Proficiency

Question 55

_____ percent of U.S. residents speak a language other than English at home.

Answer 55

20%

Question 56

_____ percent of U.S. residents have LEP.

Answer 56

8% (2003 Census); 9% (2009 study)

Question 57

_____ people in U.S. have some degree of hearing impairment.

Answer 57

21 million

Question 58

It is estimated that there are at least _____ deaf people who communicate by utilizing American Sign Language as their primary method of communication.

Answer 58

500,000

Question 59

_____ facilitate communication between hearing and deaf persons.

Answer 59

Interpreters

Question 60

What are the two types of interpreters?

Answer 60

Sign language interpreters and oral interpreters (speech-reading)

Question 61

Only about _____ of spoken words can be understood by speech-reading.

Answer 61

1/3

Question 62

When is it essential to have an interpreter present?

Answer 62

When a hearing-impaired individual is informed of his or her rights, when he or she is being questioned, and when a statement is taken

Question 63

Proxemics deals with what?

Answer 63

Personal and social space

Question 64

The communication process is composed of what three components?

Answer 64

Language, culture, and ethnicity