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19
Chapter 4
COMMUNICATION: A CRITICAL MANAGEMENT SKILL
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Chapter 4 Learning Objectives
After completing this chapter, students will know
• What the communication process involves
• How much of a message is conveyed by body language and tone of voice rather
than words
• What the weakest link in the communication process is
Chapter 4 Outline
Introduction
Communication: An Overview
The Communication Process
Making a Message Clear
E-mail and Text Messages
Communication Enhancers
Internal Communication
Subordinate Communication
The Grapevine
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Technology and Communication in the Field
A Brief Word About 9-1-1 Systems
Tactical Communications
Publicity as a Means to Prevent Crime
Communicating with the Community
Annual Reports
The Internet
Chapter 4 Summary
The communication process involves a message, a sender, a channel and a receiver, and it
may include feedback. Most communication between two people comes from body
language and tone of voice. The weakest link in the communication process is listening.
Communication barriers include noise, time, volume of information, tendency to say
external. Most effective communication is two way.
Departments typically have four types of meetings: information, opinion seeking,
problem solving and new-idea seeking. For more effective meetings: (1) prepare in
Chapter 4 Key Terms
abstract words theoretical, not concrete, for example, tall rather than 6'10".
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21
anticipatory benefit criminals may be deterred even before the efforts are
implemented.
body language messages conveyed by gestures, facial expressions, stance and
physical appearance.
interoperability the ability of public safety emergency responders to work
seamlessly with other systems or products without special efforts.
jargon nonsense or meaningless language, often called legalese, for example, party
of the first part, hereafter referred to as . . .”; also, specialized language of a field, for
example, perpetrator.
lines of communication similar to channels of communication; may be downward,
Classroom Discussion Questions
1. Why is communication ability so important to law enforcement managers?
2. How would you compare and contrast the various channels of communication?
3. Which is more difficult, written or spoken communication? Why? Which do you
prefer?
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9. What is the key role of the first-line supervisor as a communicator in a law
enforcement agency?
10. What public figures do you consider to be effective communicators? What
characteristics make them so?
Classroom Discussion Questions
1. Ask students to perform an experiment with their classmates. Many people have
what they describe as a personal bubble. Begin to invade that space. Note the
Student Activities
1. Select an area of communication of interest to you and research it in at least three
journals, one of which should be from the criminal justice field. You might select
2. Communications are important to the operational success of any organization,
including police. Make a two-column chart listing what you consider to be
internal and external police communications. Explain the importance of each to
police administration and operations.
3. You have been assigned to develop a community policing initiative in a low-
Challenge Four
Chief Slaughter loses his temper at a contentious labor meeting with the patrol officers’
union. As Slaughter cools off in his office, he realizes some of his comments were out of
line. He’s actually a good-hearted guy who backs his cops. Chief Slaughter recently
Chapter 4: Communication: A Critical Management Skill
23
hats, but it’s his way of demonstrating his concern for his officers and their safety. After
his outburst at the labor meeting, he thinks this will be a good time to show them he
cares.
Challenge Four Question and Suggested Answers
1. Is there a problem in the communication process between Chief Slaughter and his
officers?
Yes. The chief’s intended message or understanding was not what the officers
2. Do you think Chief Slaughter used the most effective channel of communications for
his message?
No. The posted memo is a one-way exchange of information that provides no
3. Was timing important?
Yes. Posting this memo after a difficult meeting increased the chance of
Instructor’s Manual
4. Are there some inherent problems in communications between unions and
administrations?
At times police unions and police administrations are feeling different parts of the
5. Suggest a better channel for communicating the Chief’s message.
A meeting between the officers and the chief would be a more effective
