Supervision Lists

Question 1

Problem-solving formula followed by community policing officers (4)

Answer 1

Identify problem
Identify actors
Solicit information, impossible solutions from those involved
Assess the results

Question 2

“Tricks of the trade“ that can leave citizen customers with positive feelings about experience with law enforcement (4)

Answer 2

Use their name
Listen
Allow them to save face
Built trust

Question 3

Techniques to “chill out“ angry complainants (6)

Answer 3

(I Personally Ignore Everyone’s Little Anger)
Don’t take it personally
Listen
Empathy
Ignore insults
Confront inaccurate statements gently
Agree on something

Question 4

Telephone “tricks of the trade” (6)

Answer 4

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

Question 5

What is highly destructive of a leaders effectiveness? (2)

Answer 5

Frequent displays of anger
Playing favorites

Question 6

What will sabotage a leaders effectiveness? (2)

Answer 6

Holding grudges
Seeking revenge

Question 7

Good communication must be (4)

Answer 7

Clear
Open
Simple
Two way information flow

Question 8

Efficient discipline is (6)

Answer 8

Timely
Fair
Not angry
Followed up on
Documented
Consistent

Question 9

Efficient discipline is (6)

Answer 9

Timely
Fair
Not angry
Followed up on
Documented
Consistent

Question 10

Vital characteristics of an effective leader (14)

Answer 10

Common sense
Loyalty
Empathy
Reliability
Knowledge
Vision
Fairness
Personal courage
Integrity
Truthfulness
Patience
Interest
Trust
Tact

Question 11

Enemies of effective communication (5)

Answer 11

PLEAD

Prejudice
Bad language
Emotional
Attitude
Distractions

Question 12

Customers do not want what from their Police interaction (5)

Answer 12

Can’t do attitude
Rudeness
Indifference
Slow service
Someone who won’t listen to their story

Question 13

Customers do want what from their interaction with law-enforcement (7)

Answer 13

Reliability
Reassurance
Responsiveness
Results
Courtesy
Empathy
Trust

Question 14

High morale can lead to (5)

Answer 14

Performance
Enthusiasm
Confidence
Commitment
Satisfaction

Question 15

External motivators supervisor can control and are available (4)

Answer 15

Providing/recommending professional development
Mentoring
Coaching
Keep employee informed

Question 16

Employee perception of command and control supervisors (3)

Answer 16

Demeaning
Sarcastic
Condescending

Question 17

Progressive discipline cycle (5 steps)

Answer 17

Observe problem
Takes no action
Poor behavior continues
Supervisor frustration increases, repeated counseling
Supervisor builds formal case

Question 18

Three supervisor functions regarding accountability

Answer 18

Clear expectations
Provide guidance
Point out/correct mistakes

Question 19

Supervisor expectations have everything to do with (3)

Answer 19

Accountability
Feedback
Individual supervisor expectations

Question 20

Feedback is neutral when it provides (3)

Answer 20

Instruction
Direction
Interaction between subordinate and supervisor about job related things

Question 21

When providing feedback, supervisors should be specific about the behavior you observe that deserves

Answer 21

Recognition
Criticism
Requires improvement

Question 22

Skilled supervisors use assertive communication to provide (4)

Answer 22

Request
Accurate/clear information
Minimize misunderstanding
Direction

Question 23

Supervisors that use aggressive communication come across as (4)

Answer 23

Boisterous
Angry
Loud loud
Demeaning