CHAPTER 4: COMMUNICATION: A CRITICAL MANAGEMENT SKILL
TRUE/FALSE
1. The age, sex, educational level and past experience of the sender of a message may affect the message
itself.
a. True
b. False
2. Abstract words and generalities may blur messages and result in miscommunication.
a. True
b. False
3. The majority of communication between two people comes from body language and tone of voice.
a. True
b. False
4. Grapevine rumors are easily stopped via effective and direct communication.
a. True
b. False
5. People listen and think at half the speed at which they talk.
a. True
b. False
6. The grapevine is strongest in organizations where information is openly shared.
a. True
b. False
7. When speaking, men tend to pause frequently and include personal self-disclosure.
a. True
b. False
8. Successful communication occurs when the receiver’s understanding of the message is the same as the
sender’s intent.
a. True
b. False
9. One effective way to keep the public informed about the operations of a police department is to
publish an annual report.
a. True
b. False
10. In today’s law enforcement world, we depend on technology for tactical communication.
a. True
b. False
11. One way to enhance communication is to develop a tendency to say what you think others want to
hear.
a. True
b. False
12. Every contact with the public is a public relations contact.
a. True
b. False
13. The communication process always includes feedback.
a. True
b. False
14. Although an agenda can help a meeting stay on task, it is not necessary for a successful meeting.
a. True
b. False
15. Interoperability refers to the ability of public safety emergency responders to work seamlessly with
other systems or products without special efforts.
a. True
b. False
MULTIPLE CHOICE
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
17. 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
18. 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
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.
20. 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
21. Barriers to communication include all the following except __________.
a.
volume of information
b.
certainty
c.
prejudice
d.
all are barriers to communication
22. In typical communication, ________ percent of the message delivered is verbal.
a.
10
b.
33
c.
50
d.
90
23. Two-way communication includes __________.
a.
television
b.
telephone conversation
c.
cassettes
d.
all of these
24. The number of words per minute the average person listens to is __________.
a.
125
b.
240
c.
400
d.
1,000
25. 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.
26. The weakest link in the communication process is __________.
a.
listening
b.
eye contact
c.
correct channel selection
d.
faulty message encoding
27. Feedback may be __________.
a.
a yawn
b.
a verbal statement
c.
a smile
d.
any of these
28. 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
29. Active listening includes all except which of the following?
a.
thought
b.
careful note taking
c.
concentration
d.
full attention
30. 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
31. In an emergency, communication is more apt to be __________.
a.
upward
b.
one–way
c.
two-way
d.
none of these
32. 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
33. Grapevine communication is __________.
a.
rumor
b.
reliable
c.
usually authenticated
d.
confirmed
34. Barriers to communication include __________.
a.
beliefs about what the listeners want to hear
b.
prejudice
c.
poor listening
d.
all of these
35. 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.
36. 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
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
38. 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
39. 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
40. An agenda should be distributed __________ a meeting.
a.
before
b.
during
c.
immediately following
d.
within three working days after
41. 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
42. 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
43. 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.
44. 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
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
46. 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
47. For a sound bite to be successful, it must __________.
a.
demonstrate department opinion
b.
be short
c.
contain tantalizing information
d.
all of these
ANS: B PTS: 1
COMPLETION
48. _________________ is the complex process through which information and understanding are
transferred from one person to another.
49. ________________ is the process by which the sender knows if the receiver has understood the
message.
50. 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.
51. Another obstacle in dealing with the press is the need of law enforcement agencies to protect the
_____________ Amendment rights of those accused of crimes.
52. When officers are working with other agencies and avoid conflict, they are exhibiting
_________________.
53. The components of _________________ include concentration, full attention, and thought.
54. More than 47 million people in the United States speak ______________.
55. Of all the skills needed as a supervisor or manager, ____________ are the most important.
56. When crime-fighting efforts are publicized, organizations may experience a(n)
_________________________ , in which criminals are deterred even before the efforts are
implemented.
57. Although the ____________ can never function as the only form of external communication, it is
currently the most efficient.
MATCHING
Match each statement to the item listed below
a.
agenda
e.
deconfliction
b.
body language
f.
vocoder
c.
jargon
g.
written communication
d.
nonverbal communication
58. e-mails, bulletins, memos
59. how messages may be transferred without words
60. Avoiding conflict when working with other agencies
61. meeting outline
62. nonverbal communication
63. a device that is part of every radio that changes voices from analog to digital
64. the specialized language of a field
ESSAY
65. 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.
66. List the five guiding principles of communication and discuss why each is important.
67. Describe the four obstacles to sharing information among local, state and federal agencies and how to
overcome them.
68. Describe what sources are available from the FBI, and discuss how each can help local agencies.
69. Describe the barriers that can hinder communication and what officers should do to overcome these
barriers.