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Sgts Exam Policy 2020 > EPS Chapter 3 > Flashcards

EPS Chapter 3 Flashcards

1
Q

One characteristic “excellent” supervisors have in common is this ability?

Chapter 3 P88

A

The ability to communicate

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2
Q

This is an integral part of our everyday life and it is difficult to imagine an organization not fostering and encouraging this?

Chapter 3 P89

A

Communication, communication skills

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3
Q

Experience shows that first-line supervisors in municipal law enforcement agencies spend approximately _____ percent of their communication time performing tasks related to subordinates.

Chapter 3 P89

A

55 percent.

26 related to superiors, 15 to public and 4 percent to other supervisors.

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4
Q

This type of communication exists at every level, but is most prevalent at the operational level, where, of necessity, there is continual interaction between supervisors and line personnel?

Chapter 3 P89

A

Interpersonal Communication

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5
Q

The communication process includes the

Sender —> Message —-> and this?

Chapter 3 P91

A

Recipient

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6
Q

This can be defined as a process by which information is exchanged between individuals through a common system of symbols, signs or behavior?

Chapter 3 P91

A

Communication

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7
Q

The send of a message must make a sincere effort to affect the behavior of the ____?

Chapter 3 P91

A

Recipient

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8
Q

A message has to be ____ so that it can be interpreted and a true understanding occurs between the sender and the recipient?
Chapter 3 P92

A

decoded

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9
Q

This type of communication involves two or more people?

A. Effective Communication
B. Interpersonal Communication
C. Intrapersonal Communication

Chapter 3 P92

A

B. Interpersonal Communication

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10
Q

Although the first-line supervisor usually deals with oral communication. This term, is another element of the communication process through which the message travels from the send to the recipient? This term usually refers to one or more of the human sense. Involving both verbal and nonverbal aspects of communication.

Chapter 3 P93/94

A

Channel

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11
Q

Although the first-line supervisor usually deals with oral communication. This term, is another element of the communication process through which the message travels from the send to the recipient? This term usually refers to one or more of the human sense. Involving both verbal and nonverbal aspects of communication.

Chapter 3 P93/94

A

Channel

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12
Q

The communication process includes the SENDER, MESSAGE and RECIPIENT. However, these five features are also included in the process?

Chapter 3 P94

A

Encoding, Channel, Decoding, Noise and Feedback

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13
Q

These six features are included in what process?
What the send MEANT to say
What the recipient HEARD
What the recipient SAID
What the recipient THINKS he or she heard
What the send THINKS the recipient said
What was IN FACT said

A. Decoding
B.Encoding
C.Feedback

Chapter 3 P94/95

A

A. Decoding

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14
Q

This is the last feature of the communication process. Is it anything that reduces the accuracy of communication.

Chapter 3 P96

A

Noise

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15
Q

Communication is defined as the exchange of information between individuals, implying that it can be either ___-way or ___-way?

Chapter 3 P97

A

One-Way or Two-Way

These are the communication patterns.

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16
Q

This type of communication occurs when the recipient provides feedback to the send?

Chapter 3 P97

A

Two-Way communicatino

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17
Q

For this type of communication Speed is Important, Orderliness is Significant, Feedback is not Wanted and Compliance is Imperative?

Chapter 3 P98

A

One-Way communication

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18
Q

For this type of communication Acknowledging of the importance of Communication, Greater Understanding, Improved Accuracy, Recognition of subordinates need to know what is expected of them and Sharing of authority and Responsibility is important?

Chapter 3 P99

A

Two-Way communication

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19
Q

This generally includes a concern about one’s knowledge of a subject, the probability of being looked upon with displeasure, jeopardizing one’s status, environmental influences, personal expectations and semantics?

Chapter 3 P99

A

Barriers to Communication

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20
Q

These type of barriers to communication may block or lead to garbled transmission of messages, via poor radio transmission, poorly written note and actual noise?

A. Physical Barriers
B. Psychological Barriers
C. Physiological Barriers

Chapter 3 P99

A

A. Physical Barriers

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21
Q

These type of barriers to communication include an individual’s beliefs, judgement, values, needs, life experiences, education and training?

A. Physical Barriers
B. Psychological Barriers
C. Physiological Barriers

Chapter 3 P100

A

B. Psychological Barriers

In addition, the emotional state hostility, apprehension, assurance of either the sender or the recipient can impede communications. Also included are stereotyping, biases and prejudice.

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22
Q

These types of barriers to communication include physical fatigue, illness, discomfort, or other distractions such as work,family or financial problems which can also impede effective listening?

A. Physical Barriers
B. Psychological Barriers
C. Physiological Barriers

Chapter 3 P100

A

C. Physiological Barriers

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23
Q

This other type of barrier to communication includes words that are simply misunderstood or subject to misunderstanding?

Chapter 3 P100

A

Semantics

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24
Q

Subordinate involvement is a real working relationship in which true commitment requires some degree of?

A. Direction
B. Proper Communication
C. Power Sharing

Chapter 3 P102

A

C. Power Sharing

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25
Q

In many situations, it is necessary to communicate by memorandum, but this type of communication is strongly recommended whenever possible?

Chapter 3 P104

A

Face-to-Face communication

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26
Q

It is essential for a Sgt. to develop skills and techniques to provide officers with ____ regarding their performance.

This influences behavior because it allows subordinates to become knowledgeable about their performance.

Chapter 3 P 104

A

Feedback

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27
Q

Feedback should be which of the following?

A. Specific
B. Provided ASAP while fresh
C. Either instructive or corrective, but motivaitonal
D. Based on fact, not personality
E. All of the Above

Chapter 3 P105/106

A

E. All of the above.

But also:

Contribute to knowledge, develop trust, issue-oriented, not excessive, provide reinforcement, appropriate time, place and approach, individualized, summarized, equitable and fair.

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28
Q

The Art of Listening. Research suggests that most people listen at an efficient level of of approximately this percent?

A. 20%
B.25%
C.30%
D.35%

Chapter 3 P107

A

B. 25%

The average person speaks two or three words a second, -120-180 words a minute. Most listeners can process up to 500 words per minute.

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29
Q

This is an active process that requires one’s intellectual capacities of comprehension and evaluation?

Chapter 3 P107

A

Listening

A Good listener may take notes, ask the speaker to repeat them-self, as for clarification, or restating.

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30
Q

Greater accuracy in communication can be gained if one works diligently at developing good habits of this?

Chapter 3 P108

A

Listening

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31
Q

Some experts have observed that it is more important to be competent in __________ than in actual verbal skills?

Chapter 3 P109

A

Nonverbal Communication

Such as feelings and emotions.

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32
Q

There are three components of a message that contribute to the communication process. Only ____ percent can be accredited to the actual words, ____ percent to the way it was said, and _____ percent to the nonverbal facets.

Chapter 3 P110

A

7% to the words, 38% to the way it was said and 55% to nonverbal facets.

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33
Q

There are three components of a message that contribute to the communication process. Only ____ percent can be accredited to the actual words, ____ percent to the way it was said, and _____ percent to the nonverbal facets.

Chapter 3 P110

A

7% to the words, 38% to the way it was said and 55% to nonverbal facets.

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34
Q

This term refers to body language and the study of nonverbal communication and concerns itself with understanding nonverbal signals. Such as stance, gestures used, the facial expression and other nonverbal aspects.

Chapter 3 P110

A

Kinesics

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35
Q

This form of communication pertains to tone of voice, pitch and inflection? Active emotions, such as anger and fear, tend to be expressed by a fast rate of speech, loud volume, high pitch, and “blaring” tone. Passive could include sadness, by slower speech, volume and lower pitch.

Chapter 3 P110

A

paralanguage

36
Q

This type of communication is used primarily to convey emotions, desires, and preferences.

Chapter 3 P110

A

Nonverbal communication.

Nonverbal cues reinforce or contradict feelings that are communicated verbally.

37
Q

The face is the primary communicator of emotions and experts believe there are _______ different facial expressions?

A. 1 million
B. 250,000
C. 500,000
D. 5 million

Chapter 3 P111

A

B. 250,000

38
Q

Gestures are the voluntary movement of a part of the body to explain, emphasize, or reinforce the verbal component of a message. It has been called this?

Chapter 3 P111

A

Silent Language

For the most part Gestures are made with the by a the hands and arms to clarify a point or to indicate a transition point in the conversation.

39
Q

This term refers to communication which includes a diverse range of cultures?

A. Intracultural Communication
B. Intercultural Communication
C. Interpersonal Communication

Chapter 3 P116

A

B. Intercultural Communication

The communication process, while different for each culture, is composed of essentially three components, - language, culture, and ethnicity.

40
Q

Is nonverbal behavior culturally exclusive or culturally specific?

Chapter 3 P117

A

Culturally Specific

41
Q

In the US it is estimated that ____ million people have some degree of hearing impairment, and a large number of these individuals are completely deaf?

Chapter 3 P118

A

21 million

42
Q

This is the technique used by the hearing impaired where one recognizes spoken words by watching the speaker’s facial expressions, lip movements, and/or body language?

Chapter 3 P119

A

Lip-Reading or Speech Reading

43
Q

This term refers to the space during communication, specifically the personal and social space?

Chapter 3 P117

A

Proxemics

44
Q

A breakdown in communication is inevitable consequence of

a. the natural tendency to be easily distracted
b. the inability to properly interpret what is said
c. the increasing problem of the short attention span
d. none of the above

A

b. the inability to properly interpret what is said

45
Q

Interpersonal communication exists at every level of any organization, but is most prevalent at the

a. mid-management level
b. operational level
c. upper-management level
d. all of the above.

A

b. operational level

46
Q

according to book, at the very least, communication is the lifeblood of the organization because

a. it is the process that ties the whole org. together.
b. everyone must talk the same language in order to communicate
c. it is a resource in constant use and abuse
d. you cannot avoid it

A

a. it is the process that ties the whole org. together.

47
Q

In order for communication to be effective, it must be

a. reinforced through repetition
b. nurtured by all levels of management
c. inherent
d. approached cautiously

A

b. nurtured by all levels of management

48
Q

One study of first line supervisors cited in the text showed that they spend the least amount of their communication time communicating with

a. other supervisors
b. citizens
c. superiors
d. subordinates

A

a.other supervisors

49
Q

A successful communicator is one who

a. is not concerned about personal self esteem
b. looks for someone to blame
c. upon realization that he or she has not explained something adequately will still expect the officer to understand and do the job correctly

A

a. is not concerned about personal self esteem

50
Q

The sender of the information determines the relevance and the importance of the information, which is know as

a. operational autonomy
b. gatekeeping
c. channeling
d. censoring

A

b. gatekeeping

51
Q

Because of ___ the first line supervisor is in the position of controlling the amount and the nature of information that enters the information system

a. gatekeeping
b. operational autonomy
c. channeling
d. censoring

A

b. operational autonomy

52
Q

The fist line supervisor must be concerned about the ____, as it can prove to be more meaningful that the ____

a. context, content
b. content, context
c. verbal message, non verbal message
d. nonverbal message, verbal message

A

a. context, content

53
Q

According to book, first line supervisors spend ___ percent of their communication time communicating with the officers they supervise?

a. 40
b. 55
c. 60
d. 72

A

b. 5

54
Q

When the sender communicates without expecting or receiving feedback from the recipient, he or she is demonstrating?

a. channeling
b. one way communication
c. two way communication
d. none of the above

A

b. one way communication

55
Q

One way communication is preferable when

a. feedback is required immediately
b. orderliness is insignificant
c. compliance is imperative
d. all of the above

A

c. compliance is imperative

56
Q

Two way communication requires less planning due to

a. the opportunity for feedback and ability to clarify issues
b. the error rate for decoding
c. more planning due to so many variables
d. the need for less understanding

A

a. the opportunity for feedback and ability to clarify the issues

57
Q

Advantages of two communication may include

a. improved accuracy and greater understanding
b. no sharing of authority and responsibility
c. less acknowledgement of the importance of communicating
d. no recognition of the fact that subordinates need to know what is expected

A

a. improved accuracy and greater understanding

58
Q

Supervisors who use jargon

a. may communicate that officers may treat the people they label differently and not in accordance with constitutional rights
b. may cloud communication
c. may exclude some officers from discussion
d. all of the above

A

d. all of the above

59
Q

The are a number of ways of overcoming communication barriers , including all but which of the following?

a. use of one way communication to reduce the noise created by discussion
b. continual use of face to face communication
c. repetition of communication as needed
d. constant use of direct and simple language

A

a. use of one way communication to reduce the noise created by discussion

60
Q

The foundation for real two way communication occurs when subordinates accept a supervisor as someone who

a. supports and assists
b. forces, demands and orders
c. has a job to do that requires orders and demands to be met
c. has a job to do and cannot be their friend

A

a. supports and assists

61
Q

In a real working relationship, where there is true commitment from subordinates there will be

a. no power sharing
b. mutual respect, but no genuine acceptance of one another
c. feelings of trust, but not mutual respect
d. genuine acceptance of each other

A

d. genuine acceptance of each other

62
Q

A supervisor should view each officer as a member of a team by

a. making personality judgments
b. stressing strengths
c. focusing on weakness
d. the way the officer relates items of interest about other officers

A

b. stressing strengths

63
Q

A supervisor must convey to each employee that

a. he or she makes decisions based on upper management instructions
b. there is no room for flexibility in decisions based on employees opinions
c. he or she is willing to accept a certain degree of risk because the positive results usually exceed the errors that will occur
d. a work environment where subordinates follow without questioning is of primary importance

A

c. he or she is willing to accept a certain degree of risk because the positive results usually exceed the errors that will occur

64
Q

Spoke communication, in contrast to written communication,

a. reinforces supportive relationships
b. creates an atmosphere characterized by a lack of trust and confidence
c. is less reliable due to the greater chance of misinterpretation and should avoided
d. is not recommended

A

a. reinforces supportive relationships

65
Q

When feedback is provided, it should be

a. descriptive and judgmental
b. instructive or corrective
c. given immediately, regardless of circumstances to have impact

A

b. instructive or corrective

66
Q

According to book, the three components of a message that contribute to the communication process in terms of impact are

a. 7% actual words, 38 way its said 55 non verbal
b. 40 actual words, 10 the way, 50 non verbal
c. 32 actual words, 38 the way, 30 non verbal

A

a. 7% actual words, 38 way its said 55 non verbal

67
Q

Body language includes

a. posture, words, facial expressions, eye contact, body tension
b. posture, facial expressions, eye contact
c. body tension, positioning, attention
d. eye contact, facial expressions, words

A

b. posture, facial expressions, eye contact

68
Q

Non verbal communication is used primarily to convey

a. emotions
b. desires
c. preferences
d. all of the above

A

d all of the above

69
Q

Paralanguage refers to

a. tactile communication
b. psychic communication
c. communication through voice inflections
d. written commuincation

A

c. communication through voice inflections

70
Q

Effective eye contact can be used to

a. display aloofness and initiate feedback
b. show a lack of confidence, anxiety and aloofness
c. reinforce feedback, solicit or suppress the transmission of a message and support communication

A

c. reinforce feedback, solicit or suppress the transmission of a message and support communication

71
Q

T or F, the need for good communication skills has become increasingly important, as the tasks performed have become easier to accomplish?

A

F

72
Q

T or F, Effective communication means getting the means across; therefore, a good communicator goes into great detail, so there is a lengthy explanation?

A

F

73
Q

T or F, effective communication involves the transmission of the message and the recipient interpreting the message correctly?

A

T

74
Q

T or F, when the goals are compatible, there is a greater possibility that a message will be interpreted accurately?

A

T

75
Q

T or F, the recipient of information reacts to a message based on experiences, knowledge, viewpoints and frame of reference?

A

T

76
Q

T or F, barriers to communication can include concern about one’s knowledge of the subject as well as the probability of being looked upon with displeasure?

A

T

77
Q

T or F, a supervisor can only obtain sound feedback when there is reason for officers to dispel fears and concerns that impede or impair two-communication>

A

T

78
Q

T or F, a supportive relationship is the one in which the subordinate is allowed to influence the supervisor?

A

T

79
Q

T or F, listening is an active process that includes one’s intellectual capacities of comprehension and evaluation?

A

T

80
Q

T or F, successful listeners should strive to keep an open mind and be fully cognizant of their own biases and preconceptions?

A

T

81
Q

T or F, as a good listener, a supervisor must respond intellectually, rather than emotionally?

A

T

82
Q

T or F, a good listener waits until the sender completes a message before responding, suspending judgement, which is polite, but has little or no effect on misinterpretation?

A

F

83
Q

T or F, a supervisor can improve learning effectiveness by giving undivided attention the speaker, attempting to listen emotionally, and adjusting to the sender’s message?

A

F

84
Q

T or F, an effective supervisor recognizes that body language is an important element in the communication process?

A

T

85
Q

T or F, diversity training is not a component of intercultural communications>

A

F

86
Q

T or F, proxemics refers to the nonverbal communication conveyed through voice, pitch, volume and inflection?

A

F

Sgts Exam Policy 2020 (4 decks)

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