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CHAPTER 5: DECISION MAKING AND PROBLEM SOLVING AS A MANAGER
TRUE/FALSE
1. Decisions made at the executive level are typically classified as administrative decisions.
a. True
b. False
2. Right-brain thinking is primarily emotional.
a. True
b. False
3. Effective problem solving and decision making may rely on both creativity and logic.
a. True
b. False
4. Brainstorming is not an effective method of idea gathering.
a. True
b. False
5. Many decisions can be effectively made and many problems effectively solved through a twelve-step
process.
a. True
b. False
6. Decisions made at the middle-management level are typically classified as strategic decisions.
a. True
b. False
7. The modified Delphi Technique makes the Delphi Technique more open-ended.
a. True
b. False
8. Creativity is often synonymous with innovation.
a. True
b. False
9. Managers and supervisors should never make snap decisions.
a. True
b. False
10. Decisions made at the first-line level are typically classified as operational decisions.
a. True
b. False
11. Being too quick in deciding is a common thinking trap.
a. True
b. False
12. One key element of brainstorming is to allow unlimited time for the generation of ideas.
a. True
b. False
13. During brainstorming, it is critical that convergent thinking occur before divergent thinking.
a. True
b. False
14. Effective managers make sure decisions are made at the lowest level possible.
a. True
b. False
15. In participatory decision making, both upward and downward organizational communication
increases, as does teamwork.
a. True
b. False
16. In participatory decision making, conflict is considered an asset.
a. True
b. False
17. Using killer phrases can stifle creativity.
a. True
b. False
18. When the forces are in balance, the situation is said to be in equilibrium.
a. True
b. False
19. To handle killer phrases, recognize them, describe to the group what is happening and then challenge
the group to discuss whether the killer phrases are true. Encourage the group to remain open to all
ideas.
a. True
b. False
20. The nominal group technique is an objective way to achieve consensus on ideas, and is both easy and
efficient.
a. True
b. False
MULTIPLE CHOICE
21. A consultative decision is __________.
a.
one made individually
b.
one made democratically
c.
one made with input from others
d.
none of these
22. Operational decisions are normally made at __________.
a.
middle management levels
b.
first-line levels
c.
executive levels
d.
both middle and executive management levels
23. Which is not part of the ABCs of emotional intelligence?
a.
activating agents
b.
consequences
c.
beliefs
d.
all are the ABCs of emotional intelligence
24. The left side of the brain is more likely to be used for __________.
a.
reasoning
b.
being creative
c.
processing images
d.
artistic endeavors
25. The right side of the brain is more likely to be used for __________.
a.
reasoning
b.
being creative
c.
critical analysis
d.
adaptation
26. The questionnaire-based problem-solving technique developed by the Rand Corporation is
__________.
a.
the Delphi technique
b.
the participatory decision making
c.
the force-field analysis
d.
the groupthink
27. A sixth sense, intuition, or sense that a law enforcement officer has in dangerous situations is referred
to as the __________.
a.
gut feeling
b.
pucker factor
c.
hunch
d.
street effect
28. The nominal group technique __________.
a.
is a biased way to achieve consensus
b.
ranks alternatives subjectively
c.
uses objective methods to determine alternatives
d.
uses the concept that all individuals work better as a group
29. A good tool to assist managers in decision making when faced with community crime prediction is
__________.
a.
SARA
b.
COMPSTAR
c.
CompStat
d.
LIDAR
30. Delegation involves __________.
a.
sending responsibilities upward
b.
decisions made by a delegation or committee of employees
c.
sending responsibilities downward
d.
none of these
31. Ethics in decision making relates to __________.
a.
frequency of good decisions to bad
b.
fairness and morality of the decisions
c.
degree of risk
d.
willingness to make decisions at all costs
32. An example of a “killer phrase” would be __________.
a.
“You’re too radical”
b.
“It won’t work”
c.
“We haven’t ever done it that way before”
d.
all of these
33. Brainstorming __________.
a.
encourages wild ideas
b.
permits criticism of others’ ideas
c.
concerns quality of ideas, not quantity
d.
all of these
34. Which of the following is not a mental lock that prevents innovative thinking?
a.
Be ambiguous.
b.
To err is wrong.
c.
Be practical.
d.
Follow the rules.
35. When applying a business plan model to policing, a decision by a front-line officer would be
__________.
a.
policy creation
b.
neighborhood safety project
c.
reduction of gang related crime
d.
overall crime rate
36. To enhance decision making, __________.
a.
use intuition
b.
put the problem in writing
c.
brainstorm
d.
all of these
37. Which of the following is true of decisions?
a.
Few decisions are made on a daily basis.
b.
Not making a decision is a decision.
c.
All decisions are legal.
d.
all of these
38. Decisions are frequently based on __________.
a.
a selection of alternatives
b.
past experience
c.
input from others
d.
all of these
39. Which of the following steps typically comes last in the decision-making process?
a.
implementing the alternative
b.
selecting the best alternative
c.
evaluating the decision
d.
defining the problem
40. A consensus decision is __________.
a.
an individual opinion
b.
made democratically
c.
made by the CEO
d.
made using no outside input from others
41. A decision to make a traffic arrest is __________.
a.
an operational level decision
b.
a command decision
c.
an administrative decision
d.
none of these
42. Creativity involves __________.
a.
innovation
b.
uniqueness
c.
originality
d.
all of these
43. Habits people fall into without recognizing what they are doing are called __________.
a.
mental locks
b.
thinking traps
c.
killer phrases
d.
restraining forces
44. Recently in law enforcement, ____________ has been receiving a lot of attention by managers.
a.
emotional intelligence
b.
whole-brain thinking
c.
left-brain thinking
d.
right-brain thinking
45. GIGO is __________.
a.
a standard in radio communication
b.
a measurement for computer storage
c.
garbage in/garbage out
d.
a gang term for police
46. A common mistake in problem solving and decision making is __________.
a.
having an open mind
b.
openly expressing ideas and true feelings
c.
making decisions while excited or angry
d.
using the Delphi technique
47. The Abilene Paradox is an example of __________.
a.
brainstorming
b.
intuition
c.
groupthink
d.
force-field analysis
48. With PDM, employees have __________.
a.
little say in decision making
b.
some say in decision making
c.
equal say in decision making
d.
no say in decision making
49. A decision made in combination with others is often referred to as a __________.
a.
conclusion decision
b.
command decision
c.
consultative decision
d.
democratic decision
50. _____________ is a method of shared problem solving in which members spontaneously contribute
ideas.
a.
Brainstorming
b.
Divergent solving
c.
Groupthink
d.
Critical judgment
COMPLETION
51. A ______________ decision is a decision that managers make on their own, with little or no input
from others.
52. The ability to use both logic and creativity in problem solving and decision making is called
________________ thinking.
53. _________________________ are judgmental and critical and serve as put-downs that stifle others’
creativity.
54. GIGO stands for _______________________________.
55. _____________ can inspire creativity and innovation by sharing information on problems, removing
obstacles, creating a climate of mutual respect and collaboration, and quickly rewarding acts of
creativity and innovation.
56. Allowing time for a minor difficulty to work itself out, thus avoiding the need to make a decision, is
called ________________________________.
57. Thinking that is focused, evaluative in nature and includes decision making is known as
_______________ thinking.
58. Many departments use automated tools such as _____________ to explore and characterize large data
sets.
59. ________________ usually consist of people from the community who express their opinions about
certain issues.
60. Common mistakes in __________ and __________ include spending too much energy on unimportant
details and failing to resolve important issues.
61. The _______________________ is an objective way to achieve consensus on the most effective
alternatives by ranking them.
62. The ________________ uses objective questions rather than open-ended questions to measure
employees’ feelings about key issues.
63. In problem solving using SARA, the ______________________ assumes crime or disorder results
when (1) likely offenders and (2) suitable targets come together in (3) time and space in the absence of
capable guardians for the target.
64. The ______________________ occurs when a phone number or address is associated with a crime
simply because it is convenient to use.
MATCHING
Match each statement to the item listed below
a.
convergent thinking
d.
focus group
b.
creativity
e.
groupthink
c.
divergent thinking
f.
intuition
65. the negative tendency for members of a group to submit to peer pressure and endorse the majority
opinion even if it individually is unacceptable
66. evaluative, rational thinking
67. the process of breaking old connections and making useful new ones
68. insight
69. usually consist of people from the educational community, the religious community, Neighborhood
Watch groups, business groups and professional groups, as well as ordinary citizens, who express their
opinions about certain issues
70. imaginative, uninhibited thinking
ESSAY
71. Describe vicarious liability and how it relates to civil lawsuits against police departments.
72. Explain how brainstorming can be most effective. What should and should not occur during a
brainstorming session?
73. List and discuss the methods commonly used in police agencies to make decisions or solve problems.
74. Discuss thinking traps. What are the most common thinking traps? How can these be overcome?
75. Describe the SARA model and how law enforcement personnel can use it to help in decision making
and problem solving.
