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Section II
Basic Management/
Personal Skills
Chapter 4
Communication: A Critical
Management Skill
© 2012 Delmar, Cengage Learning
Communication: An Overview
• The key to effective interpersonal communication: Seek first
to understand, then to be understood.
• Think before you speak; select words that nurture rather than
destroy.
• Words are meant to richly bless and empower. Words are
not merely to inform but to transform.
• The art of listening well and speaking in appropriate ways
are essential to effective leadership.
• Effective communication is about a variety of media, not just
talking.
© 2012 Delmar, Cengage Learning
The Communication Process
• Involves
– A message
– A sender
– A channel
• May include
– Feedback
© 2012 Delmar, Cengage Learning
Conveying Effective Messages
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Communication skills of the sender
Clarity of purpose
Effectiveness of the message itself
Appropriateness of the channel used
Receptivity and communication skills of the receiver
Feedback
Life experience and preexisting biases in either the
sender or receiver
© 2012 Delmar, Cengage Learning
E-mail and Text Messages
• Quality reflects professionalism.
• Take time to read before pressing Send.
• Beware of “reply to all.”
© 2012 Delmar, Cengage Learning
Nonverbal Messages and
Body Language
• Nonverbal communication
– How messages are transferred without words
• Body language
– The mannerisms of people, including
• Eye contact (or lack of it)
• Facial expressions
• Leg and arm movements
© 2012 Delmar, Cengage Learning
Listening
• The weakest link in the communication process
• Obstacles:
– Gap between speaking and listening rates
– Preoccupation
• Active listening includes concentration, full
attention and thought.
© 2012 Delmar, Cengage Learning
Feedback
• The process by which the sender knows whether
the receiver has understood the message.
• Without feedback, communication is one way.
© 2012 Delmar, Cengage Learning
Barriers to Communication
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Noise
Time
Volume of information
Tendency to say what we think others want to hear
Certainty
Failure to select the best word
Prejudices (sender and/or receiver)
Strained sender-receiver relationships
© 2012 Delmar, Cengage Learning
The Gender Barrier
• Men
– Want to project credibility and authority
– Downplay doubts
• Women
– Often use qualifiers
– More likely to downplay certainty
© 2012 Delmar, Cengage Learning
The Language Barrier
• America will become more racially and ethnically
diverse during the next half century.
• Gestures can also be misinterpreted.
• Bridging the barrier:
– Hiring more bilingual officers
– Employing interpreters or translators
© 2012 Delmar, Cengage Learning
Communication Enhancers
• Send clear messages.
• Select the best communication channel.
• Be open.
© 2012 Delmar, Cengage Learning
Internal Communication
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Downward communication
Upward communication
Vertical communication
Lateral or horizontal communication
© 2012 Delmar, Cengage Learning
Subordinate Communication
• Essential to managerial responsibility
• The grapevine
– Aka the rumor mill
– Informal channels that hinder cooperation and teamwork
© 2012 Delmar, Cengage Learning
Improving Internal Communication
• Newsletters
• Intranet
© 2012 Delmar, Cengage Learning
Communication at Meetings
• A carefully prepared agenda is one key to a
successful meeting.
• Types of meetings
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Informational
Opinion seeking
Problem solving
New-idea seeking
© 2012 Delmar, Cengage Learning
Keys for Effective Meetings
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Prepare in advance—have an agenda.
Start and stop on time.
Stick to the agenda.
Facilitate open communication and participation.
© 2012 Delmar, Cengage Learning
Technology and Communication
in the Field
• Data is a mission-critical necessity.
• Mobile technology empowers agencies to
– Increase productivity
– Increase officer morale
– Increase community safety
© 2012 Delmar, Cengage Learning
Tactical Communications
• Not all tactical communications depend on
technology.
– Depends on leadership and management skills of the first
officer on the scene.
– Law enforcement must rely on solid people doing good
police work.
© 2012 Delmar, Cengage Learning
External Communication
• Communicating with other agencies
– Interoperability
• Communicating with the media
– What the mainstream media report and what the public
believe as a whole are not the same.
– Public information officers
© 2012 Delmar, Cengage Learning
Communicating with the Community
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Emergency notification systems
Every contact is a public relations contact.
Annual reports
The Internet
© 2012 Delmar, Cengage Learning
Information Sharing through N-DEx,
OneDOJ and LEO
• N-Dex
– Used to solve crimes and fight terrorism
• OneDOJ
– Allows agencies to get information from all of the
Department of Justice’s investigative components
• LEO
– Gives officers access to a variety of information-sharing
services
© 2012 Delmar, Cengage Learning
Obstacles to Information Sharing
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Technical
Logistic
Political
Ethical
© 2012 Delmar, Cengage Learning