Supervision Lists Flashcards
Problem-solving formula followed by community policing officers (4)
Identify problem
Identify actors
Solicit information, impossible solutions from those involved
Assess the results
“Tricks of the trade“ that can leave citizen customers with positive feelings about experience with law enforcement (4)
Use their name
Listen
Allow them to save face
Built trust
Techniques to “chill out“ angry complainants (6)
(I Personally Ignore Everyone’s Little Anger)
Don’t take it personally
Listen
Empathy
Ignore insults
Confront inaccurate statements gently
Agree on something
Telephone “tricks of the trade” (6)
Sound pleasant and upbeat
Include your name in the greeting
Be articulate and don’t talk too fast
Minimize interruptions
Avoid eternal holds
Nicely ask if they understand
What is highly destructive of a leaders effectiveness? (2)
Frequent displays of anger
Playing favorites
What will sabotage a leaders effectiveness? (2)
Holding grudges
Seeking revenge
Good communication must be (4)
Clear
Open
Simple
Two way information flow
Efficient discipline is (6)
Timely
Fair
Not angry
Followed up on
Documented
Consistent
Efficient discipline is (6)
Timely
Fair
Not angry
Followed up on
Documented
Consistent
Vital characteristics of an effective leader (14)
Common sense
Loyalty
Empathy
Reliability
Knowledge
Vision
Fairness
Personal courage
Integrity
Truthfulness
Patience
Interest
Trust
Tact
Enemies of effective communication (5)
PLEAD
Prejudice
Bad language
Emotional
Attitude
Distractions
Customers do not want what from their Police interaction (5)
Can’t do attitude
Rudeness
Indifference
Slow service
Someone who won’t listen to their story
Customers do want what from their interaction with law-enforcement (7)
Reliability
Reassurance
Responsiveness
Results
Courtesy
Empathy
Trust
High morale can lead to (5)
Performance
Enthusiasm
Confidence
Commitment
Satisfaction
External motivators supervisor can control and are available (4)
Providing/recommending professional development
Mentoring
Coaching
Keep employee informed
Employee perception of command and control supervisors (3)
Demeaning
Sarcastic
Condescending
Progressive discipline cycle (5 steps)
Observe problem
Takes no action
Poor behavior continues
Supervisor frustration increases, repeated counseling
Supervisor builds formal case
Three supervisor functions regarding accountability
Clear expectations
Provide guidance
Point out/correct mistakes
Supervisor expectations have everything to do with (3)
Accountability
Feedback
Individual supervisor expectations
Feedback is neutral when it provides (3)
Instruction
Direction
Interaction between subordinate and supervisor about job related things
When providing feedback, supervisors should be specific about the behavior you observe that deserves
Recognition
Criticism
Requires improvement
Skilled supervisors use assertive communication to provide (4)
Request
Accurate/clear information
Minimize misunderstanding
Direction
Supervisors that use aggressive communication come across as (4)
Boisterous
Angry
Loud loud
Demeaning
