Deck 4: Communication: a Critical Management Skill

Question 1

In today's law enforcement world, we depend on technology for tactical communication.

Answer 1

False

Question 2

One effective way to keep the public informed about the operations of a police department is to publish an annual report.

Answer 2

True

Question 3

Every contact with the public is a public relations contact.

Answer 3

True

Question 4

The age, sex, educational level and past experience of the sender of a message may affect the message itself.

Question 5

E-mail can hinder communication because __________.

A) you cannot ensure the person received the e-mail
B) it can be considered a legal document and individuals are hesitant to say everything they mean in an e-mail
C) e-mail has a high risk if misinterpretation
D) many people still do not use e-mail

Question 6

The majority of communication between two people comes from body language and tone of voice.

Question 7

One way to enhance communication is to develop a tendency to say what you think others want to hear.

Question 8

The communication process always includes feedback.

Question 9

Abstract words and generalities may blur messages and result in miscommunication.

Question 10

Although an agenda can help a meeting stay on task, it is not necessary for a successful meeting.

Question 11

Grapevine rumors are easily stopped via effective and direct communication.

Question 12

When speaking, men tend to pause frequently and include personal self-disclosure.

Question 13

Successful communication occurs when the receiver's understanding of the message is the same as the sender's intent.

Question 14

People listen and think at half the speed at which they talk.

Question 15

The grapevine is strongest in organizations where information is openly shared.

Question 16

Many people problems are magnified because of the lack of __________.

A) money
B) effective communication skills
C) interest of one of the persons involved
D) overreaction of one of the parties involved

Question 17

The "channel of communication" primarily refers to __________.

A) the police radio
B) a fax machine
C) any means of conveying messages
D) a secure telephone line

Question 18

The communication process involves __________.

A) a sender and receiver
B) a message and a channel
C) a sender, receiver, message, and channel
D) none of the other choices

Question 19

Which of the following is true of gender differences in speaking styles?

A) Females commonly change the topic abruptly, while males connect information to the previous speaker's information.
B) Males tend to speak louder than the previous speaker, while females match the previous speaker's volume.
C) Females make more frequent use of "I" and "me," whereas males use "us" and "we."
D) Males deliver humor interwoven into discussion content, while females deliver humor as separate jokes or anecdotes.

Question 20

Interoperability refers to the ability of public safety emergency responders to work seamlessly with other systems or products without special efforts.

Question 21

The number of words per minute the average person listens to is __________.

A) 125
B) 240
C) 400
D) 1,000

Question 22

Feedback may be __________.

A) a yawn
B) a verbal statement
C) a smile
D) any of these

Question 23

In an emergency, communication is more apt to be __________.

A) upward
B) one-way
C) two-way
D) none of these

Question 24

Grapevine communication is __________.

A) rumor
B) reliable
C) usually authenticated
D) confirmed

Question 25

An example of external communication is __________.

A) a citizen making a statement to a police officer
B) a police dispatch message to a squad car
C) a message from the chief to a sergeant
D) all of these

Question 26

Barriers to communication include all the following except __________.

A) volume of information
B) certainty
C) prejudice
D) all are barriers to communication

Question 27

An agenda should be distributed __________ a meeting.

A) before
B) during
C) immediately following
D) within three working days after

Question 28

To provide criminal activity information to citizens, no tool is currently more efficient than __________.

A) local newspapers
B) neighborhood block watch programs
C) community crime prevention seminars
D) the Internet

Question 29

Which of the following is not true regarding gender differences in listening styles?

A) Women tend to nod frequently.
B) Men tend to make humming sounds frequently.
C) Women tend to wait for pauses in order to speak.
D) Men tend to maintain irregular eye contact.

Question 30

Which of the following is not a key to an effective meeting?

A) Facilitate open communication and participation.
B) Go as long as it takes to complete business.
C) Prepare in advance.
D) none-they are all keys to an effective meeting

Question 31

Which of the following is not one of the four common types of departmental meetings?

A) problem solving
B) informational
C) opinion seeking
D) peer evaluation

Question 32

The prediction for the most frequent communication barrier will be __________.

A) jargon
B) language barrier
C) citizens not understanding police "lingo"
D) not all citizens listening to media coverage

Question 33

The weakest link in the communication process is __________.

A) listening
B) eye contact
C) correct channel selection
D) faulty message encoding

Question 34

Active listening includes all except which of the following?

A) thought
B) careful note taking
C) concentration
D) full attention

Question 35

Barriers to communication include __________.

A) beliefs about what the listeners want to hear
B) prejudice
C) poor listening
D) all of these

Question 36

Two-way communication includes __________.

A) television
B) telephone conversation
C) cassettes
D) all of these

Question 37

To ensure a smooth, efficient meeting: _______.

A) prepare handouts and visuals
B) check the room arrangement and temperature
C) schedule the meeting room
D) all of these

Question 38

Which of the following is an example of communication?

A) a public statement
B) a police radio message
C) body language
D) all of these

Question 39

In typical communication, ________ percent of the message delivered is verbal.

A) 10
B) 33
C) 50
D) 90

Question 40

Which of the following is true of listening __________?

A) People are born listeners.
B) Listening habits cannot be improved.
C) Listening is less important than speaking.
D) Listening can be improved with training.

Question 42

Communication enhancers include all of the following except __________.

A) sending clear messages
B) selecting the best communication method
C) being open
D) all are communication enhancers

Question 43

_________________ is the complex process through which information and understanding are transferred from one person to another.

Question 45

All the following are considered obstacles to communication except __________.

A) noise in the channel
B) enhanced listening
C) poor timing
D) lack of trust

Question 46

Of all the skills needed as a supervisor or manager, ____________ are the most important.

Question 47

Another obstacle in dealing with the press is the need of law enforcement agencies to protect the _____________ Amendment rights of those accused of crimes.

Question 48

Although the ____________ can never function as the only form of external communication, it is currently the most efficient.

Question 50

For a sound bite to be successful, it must __________.

A) demonstrate department opinion
B) be short
C) contain tantalizing information
D) all of these

Question 51

Which of the following refers to communication among managers on the same level?

A) upward communication
B) downward communication
C) vertical communication
D) lateral communication

Question 52

The components of _________________ include concentration, full attention, and thought.

Question 53

A problem new supervisors have when communicating to subordinates is __________.

A) communicating policies and procedures
B) communicating work assignments
C) communicating disciplinary procedures
D) communicating thoughts and feelings

Question 54

When officers are working with other agencies and avoid conflict, they are exhibiting _________________.

Question 55

Difficulties in dealing with the press may arise from the need to balance the public's right to know, with the _____________ Amendment right to freedom of the press.

Question 56

________________ is the process by which the sender knows if the receiver has understood the message.

Question 57

Use of hand gestures can cause a significant barrier. Although a thumbs-up gesture may mean "good going" in the United States, it is equivalent to an upraised middle finger in which countries?

A) France and Italy
B) Latin America
C) Islamic Countries
D) the Pacific Islands

Question 58

When crime-fighting efforts are publicized, organizations may experience a(n) _________________________ , in which criminals are deterred even before the efforts are implemented.

Question 59

Which of the following is not an observed difference between men and women in communication styles?

A) Women tend to use words such as I, me and mine.
B) Women use qualifiers.
C) Men allow their egos to enter into communication.
D) Women show emotions and emote.

Question 60

More than 47 million people in the United States speak ______________.

Question 63

Describe what sources are available from the FBI, and discuss how each can help local agencies.

Question 64

Describe the barriers that can hinder communication and what officers should do to overcome these barriers.

Question 67

Describe the four obstacles to sharing information among local, state and federal agencies and how to overcome them.

Question 68

List the five guiding principles of communication and discuss why each is important.

Question 69

Diagram and label the various directions communication can flow. Indicate who is involved in each type of communication and the circumstances under which each type is typically used.