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Supervision Management > Reading 6: The Skills Of Interpersonal Communication And Conflict Management > Flashcards

Reading 6: The Skills Of Interpersonal Communication And Conflict Management Flashcards

0
Q

SKILL 17: OBSERVING: SIMPLY SEEING ANOTHER PERSON WITHOUT DISTORTING OR JUDGING

Observing skills involve consciously receiving information about another person from all Visible sources: the persons physical tension and energy levels, facial expression, skin flushes, body posture, manner of dress, expressive mannerisms, hand movements, gestures, and the sum total of all body language.

True or false?

A

True

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1
Q

SKILL 17: OBSERVING: SIMPLY SEEING ANOTHER PERSON WITHOUT DISTORTING OR JUDGING

It is first necessary to recognize the concept of selective attention. Individuals will selectively filter the multiple __________that reach their senses.

A

Stimuli

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2
Q

SKILL 17: OBSERVING: SIMPLY SEEING ANOTHER PERSON WITHOUT DISTORTING OR JUDGING

Even the context in which the information is occurring influences the observation. Recognizing this propensity to consciously or unconsciously filter incoming information allows the leader to direct attention to those _____________that otherwise might have been overlooked or ignored.

A

Stimuli

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3
Q

SKILL 17: OBSERVING: SIMPLY SEEING ANOTHER PERSON WITHOUT DISTORTING OR JUDGING

Using the skills of observing prevents the development of assumptions and alerts the observer to ___________tendencies. Observing is the prerequisite skill for effectively and temporarily suspending your own frame of reference (____________ or value system).

A

Judgmental

Judgment

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4
Q

SKILL 17: OBSERVING: SIMPLY SEEING ANOTHER PERSON WITHOUT DISTORTING OR JUDGING

Gaining cooperation from an uncooperative witness at gang homicide scene requires nonjudgmental and understanding the witnesses perspectives of the situation. Officers need to gain support and trust by seeking to understand the gang culture.

Getting neighborhood residents to become involved and begin grass-roots crime prevention efforts is based on the beat officer’s ability to be understanding of the residence fears and perceptions.

True or false?

A

True

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5
Q

SKILL 18: SUSPENDING FRAME OF REFERENCE: THE KEY TO THE GOLDEN RULE

It is important to remember that reality is only what reality is perceived to be. ________________of reference is recognizing that others reality is not necessarily (and seldom is) the same as our reality.

A

Suspending frame

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6
Q

SKILL 18: SUSPENDING FRAME OF REFERENCE: THE KEY TO THE GOLDEN RULE

A persons _____________is made up of beliefs, assumptions, values, feelings, judgments, emotions, advice, mood, thoughts, perceptions, and stress level at any given moment.

A

Frame of reference

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7
Q

SKILL 18: SUSPENDING FRAME OF REFERENCE: THE KEY TO THE GOLDEN RULE

Because the frame of reference is so personal and deeply embedded in each person, is very difficult to practice suspending it on a regular basis. It is very important to learn to react in such a way that takes into consideration others points of view and feelings, as well as your own. It is about p operating at the highest level of emotional intelligence.

True or false?

A

True

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8
Q

SKILL 18: SUSPENDING FRAME OF REFERENCE: THE KEY TO THE GOLDEN RULE

Practicing this suspending skill involves putting others first before self, checking things out before jumping to conclusions or reacting emotionally, giving others the benefit of any doubt about them.

True or false?

A

True

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9
Q

SKILL 18: SUSPENDING FRAME OF REFERENCE: THE KEY TO THE GOLDEN RULE

Community-oriented policing programs have given police officers opportunity to practice the skill of suspending frame of reference by working with residents in a non-threatening and cooperative relationship.

True or false?

A

True

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10
Q

SKILL 19: QUESTIONING: APPROPRIATE GATHERING OF INFORMATION

Questioning is a much over used skill that can put others on the ____________. It is considered appropriate to use open-ended questions such as “what did you think about that?” when expansion of a topic is desired without influencing direction. Active listening and checking for what people intend to convey, however, is often more effective than questioning.

A

Defensive

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11
Q

SKILL 19: QUESTIONING: APPROPRIATE GATHERING OF INFORMATION

Questioning is used effectively when it is necessary to gather ___________information such as what someone thinks about a specific issue or for direction to get to a particular place.

A

Non-personal information

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12
Q

SKILL 20: LISTENING: CHECKING FOR WHAT OTHERS INTEND TO MEAN

A person who listens well actively checks for the intended meaning of a message from the sender’s point of view.

True or false?

A

True

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13
Q

SKILL 20: LISTENING: CHECKING FOR WHAT OTHERS INTEND TO MEAN

The skill of active listening also involves letting others __________, even when there is an urge to interrupt to make a point.

A

Finish

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14
Q

SKILL 20: LISTENING: CHECKING FOR WHAT OTHERS INTEND TO MEAN

By asking the other person if the understanding is accurate, there is a statement of ______________ and an opportunity to learn more.

A

Open mindedness

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15
Q

SKILL 20: LISTENING: CHECKING FOR WHAT OTHERS INTEND TO MEAN

Inexperienced employees need to feel supported. They also need to learn how to think through the problem-solving process. Active listening gives them the opportunity to __________of problems in their areas of responsibility.

A

Take ownership

16
Q

SKILL 21: RESPONDING WITH UNDERSTANDING: GETTING ON THE INSIDE

The skill of responding with understanding is a powerful, personal, and intimate skill. Using it may even sometimes require the other persons ______________.

A

Permission

17
Q

SKILL 21: RESPONDING WITH UNDERSTANDING: GETTING ON THE INSIDE

The use of this skill requires greater expertise and sensitivity than any other skill reviewed to this point because careful observation of ___________ cues is required.

A

Non-verbal

18
Q

SKILL 21: RESPONDING WITH UNDERSTANDING: GETTING ON THE INSIDE

That is why this skill is the foundation of the quality called ___________. _____________ is defined as communicated understanding so that you can prove to other people you understand what they feel and think and why they feel and think the way they do.

A

Empathy

19
Q

SKILL 21: RESPONDING WITH UNDERSTANDING: GETTING ON THE INSIDE

It is important to recognize that often, it is a perceived problem and must be gained of the underlying factors of that perception. That perception may be causing fear in individuals and the community at-large.

True or false?

A

True

Supervision Management (7 decks)

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