Police Organization and Police Organization and

AdministrationAdministration

CJ 3600CJ 3600

Professor James J. DrylieProfessor James J. Drylie

Week 9Week 9

Organizational CommunicationOrganizational Communication•• Effective communication is essential in all Effective communication is essential in all

organizations in which people deal with organizations in which people deal with

one another. one another.

•• Communicator is a major role of todayCommunicator is a major role of today’’s s

manager.manager.

•• Communication is identified as the number Communication is identified as the number

one problem in management.one problem in management.

–– The lack of communication is the employeeThe lack of communication is the employee’’s s

complaint about immediate supervisors. complaint about immediate supervisors.

The ProcessThe Process•• Communication is a process involving Communication is a process involving

several independent and dynamic several independent and dynamic

elements.elements.

•• The process generally involves five steps:The process generally involves five steps:

–– The senderThe sender

–– The messageThe message

–– The channel (medium)The channel (medium)

–– The receiverThe receiver

–– Feedback Feedback

The Sender The Sender

•• The initiator in the communication The initiator in the communication

process.process.

•• In policing there are factors that often In policing there are factors that often

impact the processimpact the process

–– Perceived authority and credibility strongly Perceived authority and credibility strongly

influence how much attention a message will influence how much attention a message will

receive. receive.

The Message The Message

•• The heart of the communication process.The heart of the communication process.

•• A purpose or idea is to be conveyed A purpose or idea is to be conveyed

affected byaffected by

–– The clarity of the messageThe clarity of the message

–– The alertness of the receiverThe alertness of the receiver

–– The complexity and length of the messageThe complexity and length of the message

–– The organization of the information The organization of the information

The Channel The Channel

•• Several channels or media are often Several channels or media are often

available.available.

–– SpokenSpoken

•• Includes nonverbal communication Includes nonverbal communication

–– WrittenWritten

–– Combination Combination

The Receiver The Receiver

•• Communication is complete when another Communication is complete when another

party receives the message and party receives the message and

understands it properly.understands it properly.

–– As it was intended As it was intended

•• Perceptual distortions of various types act Perceptual distortions of various types act

as filters that can prevent a message from as filters that can prevent a message from

being received as intended.being received as intended.

Feedback Feedback

•• The The message(smessage(s) sent back from the ) sent back from the

receiver to the sender.receiver to the sender.

•• Considered by many to be the most Considered by many to be the most

important step in the process.important step in the process.

•• Without feedback it is difficult to Without feedback it is difficult to

determine whether a message has been determine whether a message has been

received and understood. received and understood.

Additional factorsAdditional factors

•• Two factors that can positively or Two factors that can positively or

negatively impact the processnegatively impact the process

–– EnvironmentEnvironment

•• Organizational culture Organizational culture –– a key environmental factora key environmental factor

–– AttitudesAttitudes

–– Atmosphere Atmosphere

–– Noise Noise

•• Involves distractions Involves distractions

–– AuditoryAuditory

–– Emotions Emotions

–– Stress Stress

–– Fear Fear

Barriers to communication Barriers to communication

•• Barriers often are the result of a Barriers often are the result of a

breakdown in the process.breakdown in the process.

•• These barriers involve theThese barriers involve the

–– SenderSender

–– ReceiverReceiver

–– OtherOther

Sender barriers Sender barriers

•• The sender is not clear about what is to The sender is not clear about what is to

be accomplishedbe accomplished

•• Incorrect assumptions that the receiver Incorrect assumptions that the receiver

has the requisite knowledge has the requisite knowledge

•• Using a medium not suited for the Using a medium not suited for the

messagemessage

•• Incorrectly interpreted feedbackIncorrectly interpreted feedback

•• Improper use of languageImproper use of language

•• Improper analysis of the audience Improper analysis of the audience

Receiver barriers Receiver barriers

•• Poor listener, observer, readerPoor listener, observer, reader

•• Jumps to conclusions Jumps to conclusions

•• Hears or sees only part of the message Hears or sees only part of the message

•• Tends to reject messages that contradict Tends to reject messages that contradict

beliefs and assumptionsbeliefs and assumptions

•• Other concerns or emotional barriers Other concerns or emotional barriers

Other barriers Other barriers

•• NoiseNoise

•• TemperatureTemperature

•• Physical distractions Physical distractions

•• SenderSender--receiver relationship receiver relationship

Organizational communication Organizational communication

•• Organizational communication is usually Organizational communication is usually created by establishing formal systems of created by establishing formal systems of responsibility and explicit delegations of responsibility and explicit delegations of duties. duties.

•• Formal communication follows the Formal communication follows the accepted patterns of hierarchical accepted patterns of hierarchical structure. structure.

•• Most police managers prefer formal Most police managers prefer formal communications regardless of how communications regardless of how cumbersome it may be. cumbersome it may be.

Downward communication Downward communication

•• Used by management for sendingUsed by management for sending

–– OrdersOrders

–– DirectivesDirectives

–– GoalsGoals

–– PoliciesPolicies

–– ProceduresProcedures

–– Memorandums Memorandums

•• There are five types of downward There are five types of downward communicationcommunication

–– Job instructionJob instruction•• Relating to the performance of a certain taskRelating to the performance of a certain task

–– Job rationaleJob rationale•• Relating a certain task to organizational tasksRelating a certain task to organizational tasks

–– Procedures and practicesProcedures and practices

–– FeedbackFeedback•• Appraisal of how individuals perform assigned Appraisal of how individuals perform assigned taskstasks

–– Indoctrination Indoctrination •• Designed to motivate Designed to motivate

How effective is it?How effective is it?

•• From most to least effectiveFrom most to least effective

–– Oral and written combinedOral and written combined

–– Oral onlyOral only

–– Written onlyWritten only

–– Bulletin boardBulletin board

–– Grapevine Grapevine

Upward communication Upward communication •• Police mangers do not always welcome UC Police mangers do not always welcome UC with open armswith open arms

•• UC alerts the manager toUC alerts the manager to

–– Resistance within the organization Resistance within the organization

–– The temperament and habits of supervisors The temperament and habits of supervisors and employeesand employees

•• Physical distance between supervisor and Physical distance between supervisor and subordinate impedes UCsubordinate impedes UC

•• Other barriers involve the attitudes of Other barriers involve the attitudes of supervisors and their listening behavior.supervisors and their listening behavior.

Horizontal communication Horizontal communication

•• When formal channels are not open When formal channels are not open

informal channels (HC) are sure to thrive.informal channels (HC) are sure to thrive.

•• HC is much easier and more natural to HC is much easier and more natural to

achieve than vertical communication.achieve than vertical communication.

•• HC often furnishes the emotional and HC often furnishes the emotional and

social bond that helps to build social bond that helps to build espiritespirit de de

corps. corps.

The Grapevine The Grapevine •• The bestThe best--known system for transmitting informal known system for transmitting informal

communication.communication.

•• Most effective characteristicsMost effective characteristics–– Highly selectiveHighly selective

–– Discriminating Discriminating

•• Operates mostly at the work placeOperates mostly at the work place

•• Supplements and relates to formal Supplements and relates to formal communication communication

•• Considered valuable in that it gives management Considered valuable in that it gives management insight into attitudes and provides a safety valve insight into attitudes and provides a safety valve for employee emotions and helps spread useful for employee emotions and helps spread useful information. information.

•• Operates in four waysOperates in four ways

–– Single strandSingle strand

•• A tells B who tells C and so on. A tells B who tells C and so on.

–– Gossip chainGossip chain

•• A seeks and tells everyoneA seeks and tells everyone

–– Probability chainProbability chain

•• A randomly tells D and F and D and F A randomly tells D and F and D and F

communicate to others in similar fashion communicate to others in similar fashion

–– Cluster chainCluster chain

•• A tells selected people who tell one or two others A tells selected people who tell one or two others

Interpersonal communication Interpersonal communication •• Formal and informal leaders must be Formal and informal leaders must be

persuasive and dynamic communicators.persuasive and dynamic communicators.

•• Generally involves two categories:Generally involves two categories:

–– Speaking and writingSpeaking and writing

–– Nonverbal Nonverbal

Speaking & Writing Speaking & Writing

•• Be credible Be credible

•• Gear the message to the listener Gear the message to the listener

•• Persuade group members of the benefits of Persuade group members of the benefits of

changechange

•• Use heavyUse heavy--impact and emotionimpact and emotion--provoking words provoking words

•• Back up conclusions with dataBack up conclusions with data

•• Minimize language errorsMinimize language errors

•• Write crisp, clear memos and reports Write crisp, clear memos and reports –– frontfront--

load the message load the message

•• Use a powerUse a power--oriented linguistic style oriented linguistic style

Nonverbal Nonverbal •• Is important because leadership involves Is important because leadership involves

emotion and words alone cannot communicate emotion and words alone cannot communicate

convincingly convincingly

•• Perhaps as much as 90% of the message is Perhaps as much as 90% of the message is

communicated nonverballycommunicated nonverbally

–– Does not mean that 90% of communication is Does not mean that 90% of communication is

nonverbalnonverbal

•• ConsiderConsider

–– PosturePosture

–– ToneTone

–– Eye contact Eye contact

Group vs. Interpersonal Group vs. Interpersonal

•• Group communication involves interaction Group communication involves interaction among three (3) or more individuals in a among three (3) or more individuals in a faceface--toto--face situation. face situation. –– This definition does not set limits on the size This definition does not set limits on the size of the group. of the group.

–– Practical considerations would define a Practical considerations would define a maximum number for effective interaction.maximum number for effective interaction.

–– Between 3 Between 3 –– 20 is a natural size.20 is a natural size.•• In excess of 20 the ability to influence diminishes. In excess of 20 the ability to influence diminishes.

Group InteractionGroup Interaction

•• Four phases:Four phases:

–– OrientationOrientation

•• Group members attempt to get to know each otherGroup members attempt to get to know each other

–– ConflictConflict

•• Involves disagreement. Characterized by Involves disagreement. Characterized by

polarization and controversy. polarization and controversy.

–– EmergenceEmergence

•• More of an emphasis on positive statements.More of an emphasis on positive statements.

–– Reinforcement Reinforcement

•• Group members comment on the positive aspects Group members comment on the positive aspects

of the group and its problemof the group and its problem--solving ability. solving ability.

Oral or Written Oral or Written •• WrittenWritten

–– There tends to be considerable difference in There tends to be considerable difference in the written word within complex the written word within complex organizations.organizations.

–– Police administrators increasingly rely on Police administrators increasingly rely on written communication as the dominant written communication as the dominant medium.medium.

–– The tendency for rules and regulations in The tendency for rules and regulations in police organizations lends itself to the reliance police organizations lends itself to the reliance on written communication. on written communication.

–– Civil liability has had a significant impactCivil liability has had a significant impact

–– Administrative due process as well Administrative due process as well

•• Oral Oral

–– Offers distinct advantages to writtenOffers distinct advantages to written

•• Probe for exactnessProbe for exactness

•• Ask for clarification Ask for clarification

•• Immediate feedbackImmediate feedback

–– Highly suitable for situations when instruction Highly suitable for situations when instruction

is temporary. is temporary.