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Brett's Study Notes > Effective Police Supervision - Chapter 3 Notes > Flashcards

Effective Police Supervision - Chapter 3 Notes Flashcards

1
Q

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

A

Communication

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2
Q

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

A

Communication

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3
Q

Communication is the most prevalent at the _____ level.

A

Operational

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4
Q

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

A

The ability to communicate

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5
Q

_____ means getting the meaning across.

A

Effective communication

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6
Q

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

A

55%

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7
Q

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

A

26%

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8
Q

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

A

15%

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9
Q

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

A

4%

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10
Q

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

A

51%

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11
Q

What is the simplistic communication process?

A

Sender > Message > Recipient

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12
Q

_____ communication involves two or more people.

A

Interpersonal

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13
Q

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.

A

Gate keeping

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14
Q

_____ 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.

A

Operational autonomy

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15
Q

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

A

Channel

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16
Q

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

A

Of the human senses

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17
Q

The first-line supervisor usually deals with _____ communication

A

Oral

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18
Q

What is the realistic communication process?

A

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

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19
Q

What is the last feature of the communication process?

A

Noise

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20
Q

What is noise?

A

Anything that reduces the accuracy of a communication

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21
Q

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

A

True

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22
Q

The greatest problem area of communication is _____.

A

The use of language

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23
Q

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

A

Decoding

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24
Q

First-line supervisors are _____ oriented.

A

Task

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25
Q

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

A

One-way communication

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26
Q

When is one-way communication preferrable?

A

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

27
Q

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

A

Two-way communication

28
Q

What is the drawback to two-way communication?

A

One must accept some risk and share power and authority

29
Q

What are the advantages of two-way communication?

A

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

30
Q

What are some barriers to communication?

A

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

31
Q

What are physical barriers?

A

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)

32
Q

What are psychological barriers?

A

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

33
Q

What are personal barriers?

A

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

34
Q

Semantics

A

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

35
Q

What is feedback?

A

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.

36
Q

What is argot?

A

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

37
Q

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

A

25%

38
Q

True/False. Speech operates faster than thought.

A

False

39
Q

An average person speaks approximately how quickly?

A

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

40
Q

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

A

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

41
Q

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

A

Non-verbal communication

42
Q

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

A

Non-verbal communication

43
Q

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

A

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

44
Q

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

A

7%

45
Q

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

A

38%

46
Q

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

A

55%

47
Q

What is kinesics?

A

The study of nonverbal communication (body language)

48
Q

What is paralanguage?

A

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

49
Q

_____ is the primary communicator of emotion.

A

The face

50
Q

There are an estimated _____ facial expressions

A

250,000

51
Q

Gestures are an important part of _____.

A

Silent language

52
Q

What are gestures?

A

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

53
Q

There are approximately _____ distinct hand gestures

that have verbal equivalents.

A

5,000

54
Q

What is LEP?

A

Limited English Proficiency

55
Q

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

A

20%

56
Q

_____ percent of U.S. residents have LEP.

A

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

57
Q

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

A

21 million

58
Q

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

A

500,000

59
Q

_____ facilitate communication between hearing and deaf persons.

A

Interpreters

60
Q

What are the two types of interpreters?

A

Sign language interpreters and oral interpreters (speech-reading)

61
Q

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

A

1/3

62
Q

When is it essential to have an interpreter present?

A

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

63
Q

Proxemics deals with what?

A

Personal and social space

64
Q

The communication process is composed of what three components?

A

Language, culture, and ethnicity

Brett's Study Notes (4 decks)

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