A Note to the Student CHAPTER 1--SUPERVISION: THE MANAGEMENT TASK Learning Objectives Key Terms Chapter Summary I Transition to First-Line Supervisor II Supervisory Skills III Management Expectations of the Supervisor IV Subordinate Expectations of the Supervisor V Peer Expectations Multiple-Choice Questions True or False Questions CHAPTER 2--COMMUNITY-ORIENTED POLICING AND PROBLEM SOLVING: IMPROVING NEIGHBORHOOD QUALITY OF LIFE Learning Objectives Key Terms Chapter Summary I Community Policing--What Is It? II Empowerment III Process Facilitation IV Collaboration V Problem Solving VI Supervising the Community Policing Officers VII Managing Failure Multiple-Choice Questions True or False Questions CHAPTER 3--INTERPERSONAL COMMUNICATIONS STRIVING FOR EFFECTIVENESS Learning Objectives Key Terms Chapter Summary I Importance of Communication Skills II Communication Process III Barriers to Communication IV Overcoming Barriers to Communication V Feedback VI The Art of Listening VII Nonverbal Communication VIII Communicating with non-English-Speaking Individuals IX Intercultural Communications X Hearing-impaired Individuals Multiple-Choice Questions True or False Questions CHAPTER 4--MOTIVATION: A PREREQUISITE FOR SUCCESS Learning Objectives Key Terms Chapter Summary I Why Officers Work? II Needs-based Motivation III Motivational--Hygiene Theory IV Theory X--Theory Y V Expectancy Theory VI How to Motivate Multiple-Choice Questions True or False Questions CHAPTER 5--LEADERSHIP: THE INTEGRATIVE VARIABLE Learning Objectives Key Terms Chapter Summary I Power II Theories of Leadership III Leadership Continuum IV Leadership Mistakes Multiple-Choice Questions True or False Questions CHAPTER 6--TEAM BUILDING: MAXIMIZING THE GROUP PROCESS 49 Learning Objectives Key Terms Chapter Summary I The Individual II The Individual and the Group III Role and Function of the Group IV Group Development Process V Group Performance VI Building a Winning Team VII Team Goals VIII Group Problem Solving IX Conducting Meetings Multiple-Choice Questions True or False Questions CHAPTER 7--CHANGE: COPING WITH ORGANIZATIONAL LIFE Learning Objectives Key Terms Chapter Summary I Factors Fostering Change II Police Unions III The Law IV Positive Aspects of Change V Resistance to Change VI The Nature of Resistance Multiple-Choice Questions True or False Questions CHAPTER 8--PERFORMANCE APPRAISAL: THE KEY TO POLICE PERSONNEL DEVELOPMENT Learning Objectives Key Terms Chapter Summary I Performance Appraisal II Frequency of Evaluation III The Sergeant''s Role IV Methods of Appraisal V The Human Factor VI Validity and Reliability of Performance Appraisal VII The Evaluation Interview VIII Remediation IX Follow Up X Changes in Trends Multiple-Choice Questions True or False Questions CHAPTER 9--COACHING, COUNSELING, AND MENTORING: HELPING OFFICERS GROW AND DEVELOP Learning Objectives Key Terms Chapter Summary Multiple-Choice Questions True or False Questions CHAPTER 10--DISCIPLINE: AN ESSENTIAL ELEMENT OF POLICE SUPERVISION Learning Objectives Key Terms Chapter Summary I Nature of Discipline II Positive Discipline III Negative Discipline IV Disciplinary Systems V The Hot Stove Concept VI Disciplinary Action VII Making Disciplinary Action Stick Multiple-Choice Questions True or False Questions CHAPTER 11--INTERNAL DISCIPLINE: A SYSTEM OF ACCOUNTABILITY Learning Objectives Key Terms Chapter Summary I Police Work II Controlling the Police III Personnel Complaint Investigation Policy IV Personnel Complaints V Social Media VI Personnel Complaint Investigations VII Adjudication VIII Civilian Review Movement IX Forecasting Multiple-Choice Questions True or False Questions CHAPTER 12--SUPERVISING THE DIFFICULT EMPLOYEE: SPECIAL CONSIDERATIONS Learning Objectives Key Terms Chapter Summary I Types of Employees II Problem Employees III Marginal Performers IV Work Stressors V Personal Problems VI Early Warning System VII Employee Assistance Program VIII Critical Incident Stress Management Multiple-Choice Questions True or False Questions CHAPTER 13--SUPERVISING MINORITIES: RESPECTING INDIVIDUAL AND CULTURAL DIFFERENCES Learning Objectives Key Terms Chapter Summary I Coming to Grips with the Past II Changing Demographics III Supervising Minorities IV Dealing with Employees in a Protected Class V Handling Sexual Harassment in the Workplace VI Supervising Gay and Lesbian Police Officers VII Managing a More Educated Workplace VIII Training for the New Supervisor Multiple-Choice Questions True or False Questions CHAPTER 14--TACTICAL OPERATIONS: CRITICAL INCIDENT DEPLOYMENT Learning Objectives Key Terms Chapter Summary Multiple-Choice Questions True or False Questions CHAPTER 15--LABOR RELATIONS: PROBLEM SOLVING THROUGH CONSTRUCTIVE CONFLICT Learning Objectives Key Terms Chapter Summary I Management Rights II Understanding Bargaining III Union Goals IV Grievances V Impasse Resolution Through Job Actions VI Contract Administration VII Role of the Sergeant in Collective Bargaining VIII Interest-based Bargaining Multiple-Choice Questions True or False Questions CHAPTER 16--HOMELAND SECURITY AND TERRORISM: A CHANGING ROLE Learning Objectives Key Terms Chapter Summary I Domestic Terrorism II Foreign Terrorism III American Response to Terrorism IV Local Response to Terrorism V Information Versus Intelligence VI Identifying Potential Terrorist Targets VII Police Supervisor''s Role Multiple-Choice Questions True or False Questions Answer Key to Objective Questions.