Line Supervision

Question 1

Effective Leadership Involves?

Answer 1

a set of strategies with the goal of influencing human behavior

Question 2

What are the five fundamental practices of exemplary leadership?

Answer 2

(1) Challenge the process.
(2) Inspire a shared vision.
(3) Enable others to act.
(4) Model the way.
(5) Encourage the heart.

Question 3

What is Autocratic Leadership?

Answer 3

The authoritarian leader makes all decisions without any input
from others.

Question 4

What is Democratic Leadership

Answer 4

The participatory leader allows subordinates to have input in the
decision making process when the situation permits.

Question 5

What is a laissez-faire leader?

Answer 5

The delegative or free-rein leader avoids making decisions and
allows subordinates to do whatever they choose, placing few limitations on their
actions.

Question 6

Describe the difference between formal and informal leadership:

Answer 6

Formal leadership often involves and relies upon positional power.

Informal leadership is that which comes from personal power and does not
always involve a position of authority; rather, it is derived by a number of factors hat may, and should, include job knowledge, mentoring skills, accessibility, ease
of communication, etc.

Question 7

Challenges to Leadership Development:

Answer 7

(1) lack of self-confidence
(2) level of maturity and life experience
(3) fear of failure
(4) refusal to listen and learn from others
(5) little or no training opportunities
(6) preference for non-confrontation
(7) lack of funding
(8) failure to visualize the future in concrete terms
(9) generational stereotypes (X, Y, millenials, etc.)

Question 8

Differentiate between positional power and personal power and their effect on leadership.

Answer 8

(1) Positional power is derived by a higher level of command awarding authority.

(2) Personal power does not always involve a position of authority; rather it is
derived by a number of factors which may, and should, include job knowledge,
mentoring skills, accessibility, ease of communication, etc

Question 9

Identify the issues that impact communication, motivation, and morale in the workplace

Answer 9

(1) gender—male, female, transgender, cross gender
(2) generational—veterans (born before 1946), baby boomers (born between
1946 and 1964), Generation X (born between 1965 and 1977), and Generation Y
(born between 1978 and 1990)
(3) values
(4) work ethic
(5) life/work experience
(6) language or nationality
(7) culture or ethnicity
(8) physical environment, i.e., space, quality of conditions, distractions, etc

Question 10

According to Maslow’s Theory of Hierarchal Needs, what are the the five levels of
human needs?

Answer 10

physiological, safety, social, esteem, and self-actualization

Question 11

According to Maslow, do needs change over the course of your career?

Answer 11

Yes

Question 12

According to Herzberg’s Motivation-Hygiene Theory, satisfaction comes from?

Answer 12

Satisfaction comes from the motivator factors, including achievement,
recognition, responsibility, nature of the work itself, advancement, and
personal growth and development.

Question 13

According to Herzberg’s Motivation-Hygiene Theory, dissatisfaction comes from?

Answer 13

Dissatisfaction comes from the job, environment, or situation.
Dissatisfaction can be changed through various hygiene factors such as
agency policies and procedures, agency administration, supervision,
salary, working conditions, or interpersonal relations.

Question 14

What are some methods a supervisor can use to motivate employees?

Answer 14

(1) Set the example.
(2) Appeal to ethics.
(3) Encourage through personal words.
(4) Involve employees in decision making, when appropriate.
(5) Give commendations and public recognition when deserved.
(6) Warn with threats of disciplinary action, if necessary.
(7) Assign team projects.

Question 15

Describe the benefits of rewarding officers and employees for job performance:

Answer 15

(1) motivates employees to a higher standard
(2) builds confidence in individual’s abilities
(3) builds esprit de corps within the unit
(4) improves productivity
(5) produces personal job satisfaction
(6) provides stepping stone for career development and achievement

Question 16

Discuss essential factors for using motivational techniques: (there’s alot)

Answer 16

(1) Recognize that, while it is possible to get people to do some things, the desire
to do something and to do it well simply cannot be imposed. The best a supervisor
can do is to set up certain conditions that will maximize the probability of
employees developing an interest in what they are doing and remove the
conditions that function as constraints.
(2) People accomplish more and perform at a higher standard when there is a
return for their work.
(3) The perspective of what constitutes a reward varies among employees.
(4) Supervisors must know their subordinates well enough to know what will
provide motivation.
(5) There must be effective communication with the employee to determine what
actually is perceived as an effective motivator or reward (overtime, flex-time,
flexible work schedule, special assignments, opportunities for personal growth
etc).
(6) Since motivation is based primarily on the supervisor’s provision of a sound
working environment, the employee’s willingness and ability to be motivated can
emerge from within that person when such conditions exist.
(7) Encourage subordinates to participate in setting goals, if possible.
(8) Provide individuals with responsibility and accountability.
(9) Ensure that subordinates understand how tasks relate to personal and
organizational goals.
(10) Clarify expectations and ensure understanding.
(11) Individualize supervision.
(12) Provide immediate and relevant feedback to improve performance.
(13) Recognize and assist with the elimination of barriers.
(14) Exhibit trust and confidence in subordinates.
(15) Set up subordinates for success by giving them the right tools.
(16) Establish an atmosphere of trust and communication.
(17) Encourage individuals to participate in decision-making that affects them
and their team members.
(18) Listen to and deal effectively with individuals’ complaints.
(19) Reinforce motivation through personal behavior and positive attitude.
(20) Be concerned with short-term and long-term motivation, identifying small
improvements immediately.
(21) Provide motivation and reinforcement when the action occurs, as
appropriate.
(22) Eliminate unnecessary threats and punishment.
(23) The process of motivating subordinates requires constant evaluation,
depending on the person and situa

Question 17

What are semantics?

Answer 17

Semantics refers to the language used to achieve a desired effect on an
audience.

Question 18

How can semantics affect communication?

Answer 18

(1) The speaker’s selection of particular words, phrasing, and connotation
impacts understanding. In addition, facial expressions, voice intonations, and
body language may project the speaker’s real meaning, despite the words spoken.

(2) Semantics may create misunderstandings.
(3) Semantics may adversely impact intercultural sensitivity.

Question 19

What are some techniques for effective verbal communication?

Answer 19

(1) Seek to clarify ideas before communicating.
(2) Examine the true purpose of each communication.
(3) Consider the total physical and human setting whenever communication is
intended.
(4) Be attentive to nonverbal cues from the listener and adjust communication as
appropriate.
(5) Consult with others where appropriate in planning communications.
(6) Be mindful of overtones as well as basic content of your message.
• Can the message be misinterpreted?
• Does the message imply anything?
• Is there data supporting the message’s proposal?
• Will the message yield the intended results?
(7) Take the opportunity to convey something of help or value to the receiver.
(8) Follow up your communication, as necessary.
(9) Communicate for tomorrow as well as today.
(10) Be sure your actions support your communications
(11) Seek not only to be understood but to understand as well—speak clearly and
listen actively

Question 20

What is active listening?

Answer 20

Active listening is a structured form of listening and responding that focuses
the attention on the speaker. The listener must take care to attend to the speaker
fully, and then repeats in the listener’s own words what he or she thinks the
speaker said

Question 21

What is content listening?

Answer 21

Content listening is understanding and retaining what the speaker said

Question 22

Define Critical Listening:

Answer 22

Critical listening is understanding and evaluating the meaning of the
speaker’s message on several levels such as the logic of the argument, the strength
of the evidence, the validity of the conclusions, the implications of the message
for you and your organization, the speaker’s intentions and motives, and the
omission of any important or relevant points.

Question 23

What is empathetic Listening?

Answer 23

Empathic listening is understanding the speaker’s feelings, needs, and wants
so that you can appreciate his or her point of view.

Question 24

Identify how to engage in effective listening.

Answer 24

(1) Stop talking.
(2) Put the speaker at ease.
(3) Look and act interested.
(4) Remove distractions.
(5) Empathize with the speaker.
(6) Be patient with the speaker; communication patterns may differ from your
own.
(7) Hold your temper.
(8) Go easy with comments and criticism.
(9) Ask questions.

Question 25

Discuss nonverbal signs that indicate agreement:

Answer 25

nods, smiles, eye contact, facial expressions

Question 26

Discuss nonverbal signs that indicate disagreement:

Answer 26

frowns, head-shaking, brow-furrowing

Question 27

Discuss nonverbal signs that indicate resistance:

Answer 27

head-shaking, head-tilting, arms folded, facial expressions

Question 28

Discuss nonverbal signs that indicate approval:

Answer 28

nods, smiles, facial expressions

Question 29

Discuss nonverbal signs that indicate deception:

Answer 29

forced smiles, nervous glances

Question 30

Identify the characteristics of effective written communication

Answer 30

(1) sensitive to the audience
(2) sincere
(3) clear, complete, concise
(4) mechanically and grammatically correct
(5) concrete (not abstract or misdirected)
(6) without gender bias
(7) free from jargon, clichés, and buzzwords

Question 30

Identify the characteristics of effective written communication

Answer 30

(1) sensitive to the audience
(2) sincere
(3) clear, complete, concise
(4) mechanically and grammatically correct
(5) concrete (not abstract or misdirected)
(6) without gender bias
(7) free from jargon, clichés, and buzzwords

Question 31

What is the difference between empathy and sympathy?

Answer 31

(1) Empathy is understanding, being aware of, being sensitive to, and vicariously
experiencing the feelings, thoughts, and experience of another person. Empathy
should be communicated in a manner that is not likely to be misconstrued by the
person.
(2) Sympathy is an affinity, association, or relationship between persons or things
wherein whatever affects one similarly affects the other. Sympathy should be
conveyed in a manner that is not likely to be misconstrued by the person.