Nonverbal communication - -communication using body movements, gestures, methods of eye contact, and posture (whether seated or standing)
-Barriers of
... [Show More] effective communication - -• use of profane, derogatory, or disrespectful language
• stereotyping
• use of derogatory hand gestures or body movements
• stress and fatigue on the part of either party
• inability to communicate in the same language
• lack of cultural understanding
• failure to listen actively
• use of jargon
• tone of voice
• negative attitude
• environmental distractions such as background noise
-younger inmates - -provide clear, consistent instructions and consequences
-older inmates - -may not be able to complete more than a one-step or two-step directions
-inmates of the opposite sex - -avoid the appearance of impropriety
-command presence - -body language that projects confidence, poise, and a professional demeanor
-verbal command - -an authoritative statement used to direct, influence, or give orders to a person or group
-courtesy - -being respectful when interacting with others and treating them in a dignified manner, regardless of status, race, gender, appearance, or behavior
-active listening - -giving full attention to what is being said and taking time to understand the message without interrupting
-elements of active listening - -• maintaining eye contact, facing the speaker, and leaning slightly forward to confirm attentiveness through body language
• keeping an open mind and avoiding bias to hear all the facts
• identifying key words that should alert you, such as "kill," "suicide," "getting out," and "hang"
• identifying the intensity of speech in terms of voice volume, emotion, pitch, and tone
• paraphrasing back to someone what they said to ensure you properly understood the message
• asking questions for clarification or more information
-radio use - -• calling for assistance
• participating in general communication
• identifying inmates and visitors
• notifying staff of an emergency situation
-FCC - -Federal Communications Commission
-prohibited acts pertaining to radio use - -• transmitting nonessential or excessive signals, messages, or communication
• using profane, indecent, or obscene language
• willfully damaging or permitting damage to radio apparatuses
• maliciously interfering with another unit's radio transmission
• making unidentified radio transmissions
• transmitting before the air is clear
• transmitting a call signal, letter, or numeral not assigned to the agency or unit
• adjusting, repairing, or altering a radio transmitter
• using radio communications systems for illegal or personal business
-types of radio equipment in corrections - -• handheld or portable radio, which the officer carries
• radio base station, normally in the control room
• the mobile radio affixed in vehicles used for transporting inmates
-squelch - -a circuit that suppresses the output of a radio receiver if the signal strength falls below a certain level
-radio codes - -• signals
• phonetic-alpha codes
• ten or numeric codes
• numeric-alpha codes
-signals - -a system of communication using numbers that are preceded by the word "signal"
-phonetic-alpha codes - -a system of verbal communication using letter of the English alphabet only
-ten or numeric codes - -a system of communication by which "10" preceds numbers that stand for specific activities
-numeric-alpha codes - -a system of communication that combines numbers and letter of the alphabet, or the combination of some or all radio codes to transmit messages
-interview - -a conversation between a correctional officer and an interviewee (inmate or visitor) with the goal of obtaining facts
-purpose of an interview - -used to conduct investigations, obtaining facts for incidents reports, and documenting routine activities, disciplinary actions, and use of force occurrences
-types of questioning techniques - -• open-ended questions
• closed-ended questions
• leading questions
• direct questions
• forced-choice questions
-open-ended questions - -encourages conversation and require s the interviewee to think, reflect, and provide their opinion and feeling
"What happened next?"
-closed-ended questions - -asked with a specific yes or no answer in mind
"Have you read your rules and regulations?"
-leading questions - -avoid, because they are framed in such a way as to produce a specific response from the person being questioned
"You removed the packet of candy from the canteen?"
-direct questions - -combination of closed-ended and leading questions
"Did you take the inmate's shoes?"
-forced-choice questions - -asked to obtain a precise answer to an important fit or preference question
"How many inmates were present when you hit Inmate Jones on the head?"
-statement - -a permanent oral or written record of a person's account of an incident or occurrences; may or may not be made under oath
-signs of deception - -physical (physiological) and behavioral
-physical (physiological) signs of deception - -• increased perspiration
• flushed or pale skin
• dry mouth
• an increased pulse rate or observable change in breathing rate
-behavioral signs of deception - -• nervous movements
• voice inflections
• avoidance of eye contact
• rehearsed answers
• inconsistent responses
• overeagerness to help
• repeated insistence that simple questions are not understood
-report - -a written account that communicates all available facts of an incident, situation, person, or event in a correctional setting
-types of reports - -• Incident Report
• Corrective Consultation (CC) Form
• Disciplinary Report (DR)
• Use of Force Report
• Counts Form [Show Less]