Study Guide Chapter 3

Question 1

1. A breakdown in communication is an 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

Answer 1

B. The inability to properly interpret what is said

Question 2

2. Interpersonal communication exists at every level of any organization, but it is most prevalent at the 
A. Mid-management level
B. Operational level
C. Upper-Management level
D. All of the above

Answer 2

B. Operational level

Question 3

3. According to More and Miller, at the very least, communication is the “lifeblood” of the organization bc
   A. It is the process that ties the whole organization together
   B. Everyone must talk the same language in order to communicate
   C. It is a resource in constant used and abuse
   D. You cannot avoid it

Answer 3

A. It is the process that ties the whole organization together

Question 4

4. In order for communication to be effective, it must be
   A. Reinforced through repetition
   B. Nurtured by all levels of management from the top down
   C. Inherent
   D. Approached cautiously

Answer 4

B. Nurtured by all levels of management from the top down

Question 5

5. 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

Answer 5

A. Other Supervisors

Question 6

6. A successful communicator is one who
   A. Is not concerned about personal self-esteem
   B. Looks for someone to blame
   C. Upon realization that they have not explained something adequately will still expect the officer to understand and do the job correctly
   D. Does not have a lot to say bc others always understand them

Answer 6

A. Is not concerned about personal self-esteem

Question 7

7. The sender of the information determines the relevance and the importance of the information, which is known as 
A. Operational autonomy
B. Gatekeeping
C. Channeling
D. Censoring

Answer 7

B. Gatekeeping

Question 8

8. 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

Answer 8

B. Operational Autonomy

Question 9

9. The first-line supervisor must be concerned about the \_\_\_\_\_\_\_ as it can prove to be more meaningful than the \_\_\_\_\_.
A. Context, Content
B. Content, Context
C. Verbal message, nonverbal message
D. Nonverbal message, verbal message

Answer 9

A. Context, Content

Question 10

10. According to More and Miller, first-line supervisors spend \_\_\_\_\_ % of their communication time communicating with the officers they supervise.
A.  40
B. 55
C. 60
D. 72

Answer 10

B. 55%

Question 11

11. When the sender communicates without expecting or receiving feedback from the recipient, they are demonstrating
A. Channeling
B. One-way communication
C. Two-way communication
D. None of the above

Answer 11

B. One way communication

Question 12

12. One-way communication is preferable when
A. Feedback is required immediately
B. Orderliness is insignificant
C. Compliance is imperative
D. All of the above

Answer 12

C. Compliance is imperative

Question 13

13. Two-way communication requires less planning due to
    A. The opportunity for feedback and ability to clarify the issues
    B. The error rate for decoding
    C. More planning due to so many variable
    D. The need for less understanding

Answer 13

A. The opportunity for feedback and ability to clarify the issues

Question 14

14. Advantages for two-way 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

Answer 14

A. Improved accuracy and greater understanding

Question 15

15. Supervisors who use jargon
    A. May communicate that officers may treat people they “label” differently and not in accordance with their constitutional rights
    B. May cloud communication
    C. May exclude some officers form discussion
    D. All of the above

Answer 15

D. All of the above

Question 16

16. There are a number of way 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

Answer 16

A. Use of one-way communication to reduce the “noise” created by discussion

Question 17

17. 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 job to do that requires orders and demands to be met
    D. Has a job to do and cannot be their friend

Answer 17

A. supports and assists

Question 18

18. In a real working relationship, where there is true communication from subordinates, there will be
    A. no sharing of power
    B. mutual respect, but not genuine acceptance of one another
    C. feelings of trust, but not mutual respect
    D. genuine acceptance of each other

Answer 18

D. Genuine acceptance of each other

Question 19

19. A supervisor should view each officer as a member of a team by
    A. making personality judgements
    B. stressing strengths
    C. focusing on weaknesses
    D. the way the officer relates items of interest about other officers

Answer 19

B. stressing strengths

Question 20

20. A supervisor must convey to each employee that
    A. he or she makes decisions based on upper-management instruction
    B. there is no room for flexibility in decision based on employees’ opinions
    C. he or she is willing to accept a certain degree of risk bc the positive results usually exceed the errors that will occur
    D. a work environment where subordinates follow without questioning is of primary importance

Answer 20

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

Question 21

21. Spoken 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 be avoided
    D. is not recommended

Answer 21

A. reinforces supportive relationships

Question 22

22. When feedback is provided, it should be
    A. descriptive and judgmental
    B. instructive or corrective
    C. given immediately, regardless of circumstances to have impact
    D. selective, but not limited to the issues at hand

Answer 22

B. instructive or corrective

Question 23

23. According to Albert Mehrabian, the three components of a message that contribute to the communication process in terms of impact are
    A. 7% actual words, 38% the way it is said, 55% nonverbal
    B. 40% actual words, 10% the way it is said, 50% nonverbal
    C. 32% actual words, 38% the way it is said, 30% nonverbal

Answer 23

A. 7% actual words, 38% the way it is said, 55% nonverbal

Question 24

24. 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

Answer 24

B. posture, facial expressions, eye contact

Question 25

25.  Nonverbal communication is used primary to convey
A. emotions
B. desires
C. preferences
D. all of the above

Answer 25

D. all of the above

Question 26

26.  Paralanguage refers to
A. tactile communication
B. psychic communication
C. communication through voice inflections
D. written communication

Answer 26

C. communication through voice inflections

Question 27

27. Effective eye contact can be used to
    A. display aloofness and initiate feedback
    B. show lack of confidence, anxiety and aloofness
    C. reinforce feedback, solicit or suppress the transmission of a message and support communication

Answer 27

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

Question 28

T/F
1. The need for good communication skills has become increasingly important, as the tasks performed have become easier to accomplish.

Answer 28

F

Question 29

T/F
2. Effective communication means getting the meaning across; therefore a good communicator goes into great detail, so there is a lengthy explanation

Answer 29

F

Question 30

T/F

3. Effective communication involves the transmission of the message and the recipient interpreting the message correctly

Answer 30

T

Question 31

T/F

4. When goals are compatible, there is a great possibility that ta message will be interpreted accurately

Answer 31

T

Question 32

T/F

5. The recipient of information reacts to a message based on experiences, knowledge, viewpoints and frame of reference

Answer 32

T

Question 33

T/F
6. Barriers to communication can include concerns about one’s knowledge of the subject as well as the probability of being looked upon with displeasure.

Answer 33

T

Question 34

T/F
7. A supervisor can only obtain sound feedback when there is reason for officers to dispel fears and concerns that impede or impair two-way communication

Answer 34

T

Question 35

T/F

8. A supportive relationship is the one in which the subordinate is allowed to influence the supervisor

Answer 35

T

Question 36

T/F

9. Listening is an active process that includes one’s intellectual capacities of comprehension and evaluation

Answer 36

T.

Question 37

T/F
10. Successful listeners should strive to keep an open mind and be fully cognizant of their own biases and preconceptions

Answer 37

T

Question 38

T/F

11. As a good listener, a supervisor must respond intellectually, rather than emotionally

Answer 38

T

Question 39

T/F
12. 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

Answer 39

F.

Question 40

T/F
13. A supervisor can improve learning effectiveness by giving undivided attention to the speaker, attempting to listen emotionally, and adjusting to the sender’s message

Answer 40

F

Question 41

T/F

14. An effective supervisor recognizes that body language is an important element in the communication process

Answer 41

T

Question 42

T/F

15. Diversity Training is not a component of intercultural communications

Answer 42

F

Question 43

T/F

16. Proxemics refers to the nonverbal communication conveyed through voice, pitch, volume and inflection

Answer 43

F

Question 44

Importance of Communication Skills
The ability to communicate effectively is a requisite to being a successful supervisor. As tasks performed by the first-line supervisor become more complex, it is imperative that a supervisor develop excellent communication skills. Interpersonal communication exists at all levels of management. However, the first-line supervisor interacts continually with officers at the operational level. The first-line supervisor is the primary communication between upper management and the line officer.

Answer 44

SG

Question 45

Of the 53 representative tasks a first-line supervisor complete, 51% involve communication. The effectiveness of communication is dependent on the communicator’s awareness of communication needs and the ability to express an idea clearly and influence another person.

Answer 45

SG

Question 46

Communication Process
Communication is the exchange of info between people. Effective communication involves transmission of a message, decoding the message and the recipient correctly interpreting and understanding the message. This communication process is exceedingly complex when you factor attitudes, skills, knowledge, opinions and other pre-existing factors.

Answer 46

SG

Question 47

Gatekeeping refers to the sender determining the relevance and importance of information. Bc of operational autonomy, the first-line supervisor is in a position to control the amount and nature of information entering the system.

Answer 47

SG

Question 48

Elements of a realistic communication process include sender, encoding, channel, decoding, receiver, noise and feedback. Content and context are also important considerations in effective communication.
There can be one-way communication, as an order to act, or two-way communication, in which there is an exchange.

Answer 48

SG

Question 49

One-way communication
The communicator sends out a message. Traditionally, this had dominated police supervisory techniques with subordinates.
One-way communication is preferred when speed and compliance are imperative and orderliness is significant. It protects the sender’s authority and power bc errors are never acknowledged. This is used frequently in SWAT team environment

Answer 49

SG

Question 50

Two-way communication
Two-way communication occurs when the receiver provides feedback to the sender. Two-way communication improves accuracy of the message and provides a greater understanding. However, with two-way communication, the sender must share the power and authority.

Answer 50

SG

Question 51

Barriers to Communication
There are always barriers to communication, which can be either physical or psychological. Barriers generally involve concern about one’s knowledge of the subject, the possibility of being looked upon with displeasure, jeopardizing one’s status, environmental influences personal expectations and semantics. Bc subordinates are careful not to affect their personal position with the supervisor, barriers are formed, which impede open two-way communication.

Answer 51

SG

Question 52

Overcoming Barriers to Communication
Supervisors must recognize that barriers do exist. They need to attempt to develop a supportive relationship with subordinates if they are going to be able to evaluate the situations that arise. Real two-way communication exists when subordinates accept a supervisor as someone who helps and supports, rather than one who forces, demands or orders.

Answer 52

SG

Question 53

Feedback
Feedback is information received by the sender from the recipient so that the sender may modify and correct the original message. Feedback is most useful when used as a way to help the recipient understand communication.

Answer 53

SG

Question 54

Feedback works best in an environment based on developed relationship and trust For feedback to be most effective, it should be selective, specific, descriptive, issue oriented and based on facts, rather than personality. Bc even constructive criticism is difficult to face, supervisors should provide feedback at an appropriate time and place. The ultimate goal is improved communication and performance. Furthermore, feedback should also contribute to an individual’s knowledge about their performance.

Answer 54

SG

Question 55

The Art of Listening
The effective supervisor has the responsibility to develop the skill of listening. Listening is an active process. A good listening makes every attempt to get the message. When a supervisor listens to a subordinate, that employee must be made to feel that no one will be allowed to interrupt their conversation. They must not let their personal feelings prevent communication. If the supervisor as a listener addresses situations intellectually, it allows officers’ ideas to be heard. Listeners must look for implications to get clues about what is really being said. This requires the listener to stop talking and hear what is being said.

Answer 55

SG

Question 56

Nonverbal Communication
Nonverbal communication includes the stances, gestures, facial expressions and other nonverbal cue used when delivering a message. It is used primarily to convey emotions, desires and preferences. The face is the main communicator of emotions.

Answer 56

SG

Question 57

Eye contact can be used very effectively to control communication. It reinforces talking with an employee bc it demonstrates that the employee has the supervisor’s undivided attention. A supervisor who can use nonverbal communication effectively can use cues to support and reinforce communication, which will reduce the possibility of the receiver misinterpreting the sender’s message.

Answer 57

SG

Question 58

Nonverbal communication can also be conveyed through paralanguage, which is voice, tone, pitch and or inflection.

Answer 58

SG

Question 59

Communication with non-English-speaking individuals
When attempting to communicate with a non-English-speaking individual, an officer should try to procure a translator. The translator may be a family member, neighbor fellow officer or other agency member.

Answer 59

SG

Question 60

Intercultural Communications
Becoming educated in intercultural communications improves communication between police officers and individuals of different cultural backgrounds. Such training allows officers to be sensitive to the etiquette and traditions and communication styles of other cultures.

Answer 60

SG

Question 61

Hearing Impaired Individuals
It is estimated that 21 million people in the US have a hearing impairment. Individuals with a hearing impairment can be identified through careful observation of the person. Once the impairment is identified, the communicating officer should face the person directly, get the person’s attention, speak slowly and avoid overemphasizing their lip movement. An interpreter can facilitate communication between bearing and deaf persons.
When a hearing-impaired person is arrested, he or she should be provided with an interpreter and advised of constitutional rights with a printed form of the Miranda warnings.

Answer 61

SG