Supervision of Pol-Ch 6, Interpersonal Comm Flashcards
the most important single skill of the supervisor because it is basic understanding the subordinates point of view and passing on to him the objectives of the enterprise, yet it is commonly the area of his greatest weakness and one most neglected
Ability to communicate clearly and concisely
Husaman reports that the number one problem of management, and number one complaint of workers is
communication difficulties
communications between persons and groups are very delicate, complex processes involving many factors
cultural
environmental
psychological
effectiveness of organizations is very dependent of necessity on good ____, ____ and ____communitcations
upward
downward
lateral
______communications is the most important to the activity of coordinating the efforts of organizational units
lateral
A principle obstacle to good communications is
failure to listen to what others are saying
failure to listen results purely from a lack of effort to engage actively in this process
Failure to Listen section
the greater the difference in status or rank is, the greater the difficulty in achieving ____
effective communications
Communications are easier if they travel ____ from the superior than if they go ____ from subordinates
downward, upward
Barriers to effective communication
- failure to listen
- status differences
- psychological size
- noise
- language barriers
- fear of criticism
- jumping to conclusions
- filtering
- individual sentiments and attitudes
- intentional suppression or manipulation of comm
- complexity of communication channels
- overloading of communcation channels
- overstructuring of communication channels
denominating all appearances of superiority, inferiority or personal inadequacy as complexes has become a hackneyed practice,
psychological size
static that interferes with the transmission of messages. Psychological stress from the outside or inside, failure to listen actively, environmental distractors and even abstractions can be considered ____ that hinder communication
noise.
perhaps the most common form of everyday misunderstanding results from the assumption that what is perfectly obvious to sender is clear to the receiver
language barriers
the ability of supervisor to express himself not only clearly, concisely and simply but also understandably will largely determine his ____
effectiveness
projecting oneself into anothers viewpoint
empathy
Van Dersal states that ______most used words in our language have about ______meanings, an average of twenty-eight meanings per word
five hundred, fourteen thousand meanings
many individuals avoid making positive declarations because they fear being _____for what they say or think.
criticized
Perhaps no action of the supervisor will cause more resentment than his failure to allow a subordinate to _______
have his day in court
jumping to conclusions will be interpreted as _____, _____ and ______ and will contribute greatly to communication failures.
impatience, disinterest and discourtesy
information is passed from individual to individual usually a distortion or dilution of content occurs
filtering
_____, ____ and _____ likewise have a direct bearing on the type of interaction between individuals.
attitude, moods and emotions
Intentional suppression of information that should pass from the superior to his subordinates will eventually cause a breach in upward channels.
empty
The channels thru which communication pass are called
communications net
Rigid compliance with formal channels can be harmful, mainly in terms of ____, ____ and _____
time, creativity and experience.
___________causes jamming much as in the case of bottlenecks.
overloading of channels
overloading results from ?
lack of discrimination in seperating relevant and irrelevant info.
This principle is key to effective interpersonal communication
Practice Empathy- Seek first to understand, then to be understood.
This is perhaps the most important of the supervisors tools in learning if he is communicating well.
feedback– Feedback is breakfast of champions
Communications that are devised to bring about lasting results should be consistent with the long-term goals of the organization.
empty
Make Actions Speak Louder than Words
This has become a management principle
The admonishment to “practice what you preach”
Listen, Understand and be Understood:
Hayakawa said “The meaning of words are not in the words; they are in us.” Communication is a two-way process. It involves ___and ____
good listening, good expression
what is an excellent secondary means of learning
talking
one of the most important and most often neglected skills in communicating.
listening…supervisor must develop his listening ability if he is to achieve success in his communications consistently. He does so by developing the “big ears, little mouth” philosophy
Rogers and Roethlisberger observe most appropriately “the biggest block to personal communications is mans inability to listen ____,_____ and ____ to another person
intelligently, understandingly and skillfully
Characteristics of Communications
Autocratic Communications
Democratic Communications
Free-Rein Communications
Leadership and guidance are often absent. AS a consequence, misunderstandings and misapprehensions and mistakes flourish
Free-Rein communications
This type of communications have the advantage of speed and are well adapted to emergency conditions
autocratic
Eisenson, Auer and Irwin list several types of communicators
- noncommunicator-who say no more than he thinks the situation requires
- logical speaker- troubled by anxieties or compulsiveness.
- undertalker- often fails to communicate when communicating is indicated
- tiresome overtalker- often communicates well but does not know when to stop
- tangential speaker- does he fail to give direct response as he is expected or does he respond to irrelevant side issues
- so-called helpless speaker- full of self-pity and self-apology.
supervisor is judged to a great extent throughout his career by how well he expresses himself not only orally but also in
writing
In a literal sense, anything written by a person in his official capacity involves a staff function and can be called
staff writing
____is more essential in writing since the readers are not permitted the opportunity to clarify misunderstanding, as is case in face-to-face
clarity
clarity of expression is all important
if this requirement is not met, the reader will waste time trying to decide what was meant.
when written communication is in the form of a report concerning a research project, it should be based on the most ____and _____ data available
reliable and authoritative
ideas should be arranged logically
Arrangement section
This style of writing ordinarily simplifies expression and facilitates understanding
so-called newspaper style
final paragraphs should present
conclusions, recommendations, solutions or plan of action
This system is absolutely necessary to keep rules organized in a way that facilitates operations.
policy management system
Commission on Accreditation for Law Enforcment says that a comprehensive, well thought out, uniform set of written directives….is one of the most successful methods for reaching
administrative and operational goals, while also providing direction to personnel
This order establish policy, broad rules describing general objectives of organization
General Orders
Establishes procedures or rules and regulations necessary in carrying out policy; these change occassionally
special orders
used to describe the procedures to be followed and goals to be achieved in a particular event
operation orders
Forms of orders relating to matters of general interest, such as routine notifications and scheduled events
notices
relating to the operation of a particular unit
formal orders
One of the most important and often the most neglected of supervisory skill.s
Ability to communicate clearly
Most persuasive communications are brought about by deeds, not words
empty
_____ and ______ of actions must be his guides.
Impartiality and consistency
____ and _____ are the means a speaker uses to translate ideas to his listener. Word symbols are used to express thought.
Symbol and signs
