Supervision of Pol-Ch 6, Interpersonal Comm

Question 1

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

Answer 1

Ability to communicate clearly and concisely

Question 2

Husaman reports that the number one problem of management, and number one complaint of workers is

Answer 2

communication difficulties

Question 3

communications between persons and groups are very delicate, complex processes involving many factors

Answer 3

cultural
environmental
psychological

Question 4

effectiveness of organizations is very dependent of necessity on good ____, ____ and ____communitcations

Answer 4

upward
downward
lateral

Question 5

______communications is the most important to the activity of coordinating the efforts of organizational units

Answer 5

lateral

Question 6

A principle obstacle to good communications is

Answer 6

failure to listen to what others are saying

Question 7

failure to listen results purely from a lack of effort to engage actively in this process

Answer 7

Failure to Listen section

Question 8

the greater the difference in status or rank is, the greater the difficulty in achieving ____

Answer 8

effective communications

Question 9

Communications are easier if they travel ____ from the superior than if they go ____ from subordinates

Answer 9

downward, upward

Question 10

Barriers to effective communication

Answer 10

1. failure to listen
2. status differences
3. psychological size
4. noise
5. language barriers
6. fear of criticism
7. jumping to conclusions
8. filtering
9. individual sentiments and attitudes
10. intentional suppression or manipulation of comm
11. complexity of communication channels
12. overloading of communcation channels
13. overstructuring of communication channels

Question 11

denominating all appearances of superiority, inferiority or personal inadequacy as complexes has become a hackneyed practice,

Answer 11

psychological size

Question 12

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

Answer 12

noise.

Question 13

perhaps the most common form of everyday misunderstanding results from the assumption that what is perfectly obvious to sender is clear to the receiver

Answer 13

language barriers

Question 14

the ability of supervisor to express himself not only clearly, concisely and simply but also understandably will largely determine his ____

Answer 14

effectiveness

Question 15

projecting oneself into anothers viewpoint

Answer 15

empathy

Question 16

Van Dersal states that ______most used words in our language have about ______meanings, an average of twenty-eight meanings per word

Answer 16

500, 14000 meanings

Question 17

many individuals avoid making positive declarations because they fear being _____for what they say or think.

Answer 17

criticized

Question 18

Perhaps no action of the supervisor will cause more resentment than his failure to allow a subordinate to _______

Answer 18

have his day in court

Question 19

jumping to conclusions will be interpreted as _____, _____ and ______ and will contribute greatly to communication failures.

Answer 19

impatience, disinterest and discourtesy

Question 20

information is passed from individual to individual usually a distortion or dilution of content occurs

Answer 20

filtering

Question 21

_____, ____ and _____ likewise have a direct bearing on the type of interaction between individuals.

Answer 21

attitude, moods and emotions

Question 22

Intentional suppression of information that should pass from the superior to his subordinates will eventually cause a breach in upward channels.

Answer 22

empty

Question 23

The channels thru which communication pass are called

Answer 23

communications net

Question 24

Rigid compliance with formal channels can be harmful, mainly in terms of ____, ____ and _____

Answer 24

time, creativity and experience.

Question 25

___________causes jamming much as in the case of bottlenecks.

Answer 25

overloading of channels

Question 26

overloading results from ?

Answer 26

lack of discrimination in seperating relevant and irrelevant info.

Question 27

This principle is key to effective interpersonal communication

Answer 27

Practice Empathy- Seek first to understand, then to be understood.

Question 28

This is perhaps the most important of the supervisors tools in learning if he is communicating well.

Answer 28

feedback– Feedback is breakfast of champions

Question 29

Communications that are devised to bring about lasting results should be consistent with the long-term goals of the organization.

Answer 29

empty

Question 30

Make Actions Speak Louder than Words

This has become a management principle

Answer 30

The admonishment to “practice what you preach”

Question 31

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 ____

Answer 31

good listening, good expression

Question 32

what is an excellent secondary means of learning

Answer 32

talking

Question 33

one of the most important and most often neglected skills in communicating.

Answer 33

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

Question 34

Rogers and Roethlisberger observe most appropriately “the biggest block to personal communications is mans inability to listen ____,_____ and ____ to another person

Answer 34

intelligently, understandingly and skillfully

Question 35

Characteristics of Communications

Answer 35

Autocratic Communications
Democratic Communications
Free-Rein Communications

Question 36

Leadership and guidance are often absent. AS a consequence, misunderstandings and misapprehensions and mistakes flourish

Answer 36

Free-Rein communications

Question 37

This type of communications have the advantage of speed and are well adapted to emergency conditions

Answer 37

autocratic

Question 38

Eisenson, Auer and Irwin list several types of communicators

Answer 38

1. noncommunicator-who say no more than he thinks the situation requires
2. logical speaker- troubled by anxieties or compulsiveness.
3. undertalker- often fails to communicate when communicating is indicated
4. tiresome overtalker- often communicates well but does not know when to stop
5. tangential speaker- does he fail to give direct response as he is expected or does he respond to irrelevant side issues
6. so-called helpless speaker- full of self-pity and self-apology.

Question 39

supervisor is judged to a great extent throughout his career by how well he expresses himself not only orally but also in

Answer 39

writing

Question 40

In a literal sense, anything written by a person in his official capacity involves a staff function and can be called

Answer 40

staff writing

Question 41

____is more essential in writing since the readers are not permitted the opportunity to clarify misunderstanding, as is case in face-to-face

Answer 41

clarity

Question 42

clarity of expression is all important

Answer 42

if this requirement is not met, the reader will waste time trying to decide what was meant.

Question 43

when written communication is in the form of a report concerning a research project, it should be based on the most ____and _____ data available

Answer 43

reliable and authoritative

Question 44

ideas should be arranged logically

Answer 44

Arrangement section

Question 45

This style of writing ordinarily simplifies expression and facilitates understanding

Answer 45

so-called newspaper style

Question 46

final paragraphs should present

Answer 46

conclusions, recommendations, solutions or plan of action

Question 47

This system is absolutely necessary to keep rules organized in a way that facilitates operations.

Answer 47

policy management system

Question 48

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

Answer 48

administrative and operational goals, while also providing direction to personnel

Question 49

This order establish policy, broad rules describing general objectives of organization

Answer 49

General Orders

Question 50

Establishes procedures or rules and regulations necessary in carrying out policy; these change occassionally

Answer 50

special orders

Question 51

used to describe the procedures to be followed and goals to be achieved in a particular event

Answer 51

operation orders

Question 52

Forms of orders relating to matters of general interest, such as routine notifications and scheduled events

Answer 52

notices

Question 53

relating to the operation of a particular unit

Answer 53

formal orders

Question 54

One of the most important and often the most neglected of supervisory skill.s

Answer 54

Ability to communicate clearly

Question 55

Most persuasive communications are brought about by deeds, not words

Answer 55

empty

Question 56

_____ and ______ of actions must be his guides.

Answer 56

Impartiality and consistency

Question 57

____ and _____ are the means a speaker uses to translate ideas to his listener. Word symbols are used to express thought.

Answer 57

Symbol and signs