Section II Basic Management Personal Skills Chapter 4

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 • • 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 • • 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 • • 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 – – Informational Opinion seeking Problem solving New-idea seeking © 2012 Delmar, Cengage Learning

Keys for Effective Meetings • • 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 • • Emergency notification systems Every contact is a public relations contact. Annual reports The Internet © 2012 Delmar, Cengage Learning

Information Sharing through N-DEx, One. DOJ and LEO • N-Dex – Used to solve crimes and fight terrorism • One. DOJ – 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 • • Technical Logistic Political Ethical © 2012 Delmar, Cengage Learning