Chapter 3 - Communication

Fundamentals of Communication

What are 2 important parts of a correctional officer’s duties in regards to communication?

The communication with and the management of diverse correctional facility populations.

What are the 7 skills that correctional officers can utilize when communicating with and managing diverse correctional facility populations?

Interpersonal communication, verbal communication, non-verbal communication, situational awareness, verbal commands, commanding presence, and having courtesy.

Which 3 things are correctional officers able to do if they possess the 7 skills of communication?

Demonstrate professionalism, create effective interpersonal relationships, and reduce tension.

What is communication?

The exchange of verbal and non-verbal messages.

What are the 6 methods of communication?

Spoken language, written language, gestures, facial expressions, active listening, and body movement.

What must the speaker do in order for communication to occur?

The speaker must send their message in a way that the listener will understand.

How can the listener show that they understand the message(s) being communicated?

The listener can show that they understand by responding to the speaker.

Why is it necessary to master the basic skills of effective communication?

Mastering the basic skills of effective communication helps officers navigate their daily job tasks.

In addition to talking and listening, what else is involved in mastering the basic skills of effective communication?

Understanding the emotion and intention behind the information exchanged.

Which 2 things should correctional officers be able to do while also ensuring the other person feels heard and understood?

Correctional officers should be able to clearly convey a message and listen to the meaning of what is being said.

Identify 2 of the 4 guidelines that need to be followed in order to plan your interactions?

Consider what you want to say by constructing the message in your head, and allow time for the person or group to receive and understand the message.

What is professionalism?

Behavior that demonstrates good character and is marked by pride in yourself and your career.

What is the 12 Characteristics of a professional?

Service, integrity, respect, quality, fairness, honesty, courage, compassion, moral leadership, ethical leadership, trustworthiness, and common sense.

Identify 2 examples of professionalism?

Maintaining a calm presence and being courteous.

Why must correctional officers be mindful of their attitudes while also ensuring that their attitudes support the professional behavior expected of them on and off duty?

Correctional officers represent their agencies while both in and out of uniform.

What shapes your expectations of what will happen in any given situation, and affects how people perceive you?

Attitude

Which 2 characteristics must define an officer’s attitude in order for that officer to be a valuable member of society and corrections?

An officer with a professional and positive attitude is a valuable member of society and corrections.

What is courtesy?

Being respectful when interacting with others and treating them in a dignified manner, regardless of their status, race, gender, appearance or behavior.

What would likely develop if an officer routinely addresses inmates with contempt or disregard?

Hostile relationships

What would likely develop if an officer expresses professionalism and respect for others on a routinely basis?

Respectful and professional relationships.

What may help correctional officers avoid or de-escalate potentially violent situations?

Maintaining professional and courteous relationships.

What is active listening?

Giving full attention to what is being said and taking the time to understand the message without interrupting.

Which 2 things should never obscure an officer’s ability to listen?

Personal judgement and bias.

What requires a great deal of practice and is essential for effective communication?

Good listening skills