Topic 4: Communication

Question 1

What are the three parts of communication?

Answer 1

Sender, Receiver, Message

Question 2

What percentage of information is passed through verbal content?

Answer 2

7%

Question 3

What percentage of information is conveyed through body language?

Answer 3

55%

Question 4

What is active listening?

Answer 4

Observing the speaker, receiving information, concentrating, understanding, responding, remembering

Question 5

What is the purpose of active listening skills?

Answer 5

To solve disputes and conflicts

Question 6

What should a listener do to effectively practice active listening?

Answer 6

Observe the speaker’s behavior and body language

Question 7

What are the elements of active listening skills? (List them)

Answer 7

• Suspend all judgment
• Be alert to keywords
• Identify the intensity
• Reflect
• Clarify

Question 8

Fill in the blank: Active listening is a technique used to ______ disputes and conflicts.

Answer 8

[solve]

Question 9

What should you do if an offender is expressing emotional distress?

Answer 9

Listen to what they are saying and pick up on any keywords

Question 10

What are important guidelines for giving instructions to a group of offenders?

Answer 10

• Be fair
• Be consistent
• Speak loud and clear
• Speak with confidence
• Use words easily understood

Question 11

What information can be disclosed to the public regarding an incarcerated person?

Answer 11

• Whether or not the person is in the facility
• Date and time of booking
• Facility location
• Arresting agency
• Charges
• Bail

Question 12

What is the difference between empathy and sympathy?

Answer 12

Sympathy is sharing feelings; empathy is understanding feelings without sharing them.

Question 13

What are potential benefits of consistent communication with fellow officers?

Answer 13

• Reduces miscommunication
• Decreases injuries to officers
• Enhances safety
• Saves time
• Achieves operational continuity

Question 14

Identify stress-provoking situations that may precede crises in a jail.

Answer 14

• First time arrest
• Culture shock
• Deprivation of freedom
• Bad news phone calls
• Family issues

Question 15

What are some behavioral indicators of an offender in crisis?

Answer 15

• Angry
• Sad
• Confused
• Packing belongings
• Isolating themselves

Question 16

What is de-escalation?

Answer 16

The process of using strategies and techniques to decrease the intensity of a situation

Question 17

What are effective de-escalating techniques? (List them)

Answer 17

• Listen
• Acknowledge
• Agree
• Clarification
• Choices and Consequences

Question 18

Fill in the blank: Speak ______ and with authority when intervening in an escalating situation.

Answer 18

[calmly]

Question 19

What should you do when handling a disturbance with an offender?

Answer 19

Ask what is wrong and advise that you will contact medical staff if needed

Question 20

What are key factors to remember when giving commands to a group of offenders?

Answer 20

• Assess the need for help
• Speak calmly
• Give direct and clear orders
• Avoid taking sides

Question 21

What is a key part of communication?

Answer 21

Follow up with individuals who can assist (medical staff, psych staff, Sgt., etc.)

Establishing communication with relevant personnel is crucial in a detention setting.

Question 22

What should you never do regarding promises?

Answer 22

Never make a promise that you don’t intend to keep

Keeping promises is essential for maintaining trust.

Question 23

What is the first step in responding to a disturbance with an offender?

Answer 23

Identify the problem

Recognizing the issue is crucial for effective intervention.

Question 24

How should you approach an emotionally distraught offender?

Answer 24

From outside of the closed cell, ask the offender what is wrong and listen

Active listening is vital in de-escalating situations.

Question 25

What is an effective tool for de-escalating high-risk situations?

Answer 25

Verbal interventions ## Footnote Communication skills can help defuse potential conflicts.

Question 26

What should you do when incarcerated persons group by race?

Answer 26

Remain calm and identify which races are involved ## Footnote Understanding the dynamics can help manage tensions.

Question 27

What are some key tips for communicating with victims of sexual abuse?

Answer 27

* Listen * Be empathetic * Remain calm * Be supportive and non-judgmental * Be professional * Do not make the offender feel uncomfortable, embarrassed, or ashamed * Be patient * Allow the offender to express their emotion in a safe way * Know what resources are available to offer ## Footnote These tips ensure a supportive environment for victims.

Question 28

What are effective ways to give commands to offenders?

Answer 28

* Use language that is easily understood * Be direct and specific * Give one command at a time * Be consistent with verbal and non-verbal messages * Speak clearly and calmly * Speak with confidence ## Footnote Clarity and consistency are crucial in command delivery.

Question 29

What should you do if an offender does not comply with commands?

Answer 29

Maintain professionalism and control of the conversation ## Footnote It's important to stay calm and authoritative.

Question 30

What does body positioning communicate?

Answer 30

The body cannot lie; it indicates feelings such as fear or aggression ## Footnote Non-verbal cues are often more telling than spoken words.

Question 31

What types of offender behaviors can be mitigated through effective interpersonal communication?

Answer 31

* Disrespect from offenders * Verbal abuse * Assault ## Footnote Good communication fosters respect and reduces conflict.

Question 32

What are some barriers to effective communication in a detention setting?

Answer 32

* Language barriers * Medical or mental disabilities * Deaf and/or mute individuals * Under the influence * Psychological factors * Education levels * Cultural differences ## Footnote Recognizing these barriers is the first step to overcoming them.

Question 33

What are the privacy implications of answering questions about offenders?

Answer 33

Legal requirements and restrictions, including Title 15, Section 1045 ## Footnote Facilities must have policies for disseminating information.

Question 34

What potential problems can arise from communicating with fellow officers in front of offenders?

Answer 34

* Security issues * Classification of incarcerated persons * Incarcerated person problems * Facility operations * Officer safety issues * Personal information leaks ## Footnote Maintaining confidentiality is essential in a detention setting.

Question 35

What topics are okay to discuss with an offender?

Answer 35

* Offender's charges * In-house discipline matters * Programs and services * General conversations (sports, food) ## Footnote Keeping discussions professional helps maintain boundaries.

Question 36

What should you avoid discussing with an offender?

Answer 36

* Offender's case * Appointment dates and times * Legal advice or recommendations * Personal information * Issues with co-workers ## Footnote Avoiding sensitive topics helps protect both parties.

Question 37

What is the importance of effective communication in a detention setting?

Answer 37

* Reduces miscommunication * Lowers likelihood of violence * Prevents ethnic or cultural conflicts * Creates a sense of normalcy ## Footnote Effective communication is fundamental for a safe environment.

Question 38

What steps should you take when there is a communication barrier?

Answer 38

* Identify the type of barrier * Contact a translator if needed * Gather necessary tools/devices * Relay information to relieving officers ## Footnote Addressing barriers promptly can facilitate better communication.

Question 39

How should you respond to an offender's request for information?

Answer 39

* Be flexible * Be polite * Be patient * Validate their concern * Follow up ## Footnote A supportive response fosters trust and cooperation.