Unit 7 Comunication skills
UNIT 7 LESSON PLAN
INTERPERSONAL, TACTICAL, AND PRACTICAL COMMUNICATIONS
Unit Instructional Time: 10.25 hours
JKT #2/24 test items/BST #1, 2, 3, 4
Unit 7.1 Interpersonal Communications
9 hours
21 test items
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.1
No test items
Performance Objective: Discuss the reasons for effective communications
in a jail setting.
1. Provides for a smooth running facility.
2. Inmates will know what is expected of them.
3. Open lines of communications between officers, civilian staff, and supervisors.
4. Keep staff informed of what is happening in the facility.
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.2
No test items
Performance Objective: Describe factors of a jail setting that produce
tension for inmates and staff.
1. Unclear policy and procedures.
2. Housing units in need of repair.
A. Poor plumbing
B. Telephones that are inoperable
C. Housing unit too hot or cold
D. Televisions, coffee pots in need of repair
E. Faulty intercom system
3. Overcrowded housing units
4. Gangs/inmates controlling housing unit
5. Officers who are not consistent
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.3
2 test items
Performance Objective: Describe principles of effective communication in
a jail setting.
1. What is communication. Student manual
A. Act of transmitting
B. Exchange of information or opinions
C. To make known
D. Receipt of a message to effect some kind of action
2. Discuss with class why we must effectively use communication in our jobs.
A. Safety
B. Security
C. Give out accurate information
D. Liability issues
3. How we communicate.
A. Verbal form
B. Written form
4. Discuss with class how important is it to give communications that are
clear, concise and understandable. Remember that what we think we
say may not always be what the listener hears.
5. Discuss how we receive information affects our jobs.
A. Others perceptions
B. Body language
C. Repeat back message received to ensure you understood what the
other person was saying.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.4
3 test items
Performance Objective: Explain barriers to effective communication in a
jail setting including:
Hearing the verbal communication vs. listening
to what is really communicated
Aggressive vs. assertive behaviors
Handling conflicts in communications
Conflicts with personal value systems and
inmate behaviors and subcultures
1. Discuss with class typical barriers to effective communications.
A. Physical and mental health
B. Internal and external noise
C. Cultural and value differences
D. Language
E. Personal or work related problems
F. Personal prejudices
2. Discuss the importance of listening and effective communications.
A. Effective listening occurs when the listener discerns and understands the
sender’s meaning.
B. Learn to be a professional listener to your co-workers as well as the
inmate population.
3. Discuss the differences between being aggressive vs. being assertive and how it affects
communication.
A. Using tact and diplomacy.
B. Asking the person to say what they really mean.
C. Don’t beat around the bush.
4. Discuss personal conflicts.
A. Identify what pushes your buttons.
B. Be direct and honest.
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C. Send clear messages.
D. Remember safety and security concerns.
5. Discuss how our personal values and morals affect interpersonal communications with
inmates and staff. The values that conflict must be identified to get past the barriers
when communicating in order to ensure safety and security for everyone and to
maintain a cohesive work force.
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.5
1 test item
Performance Objective: Explain the elements of basic listening skills,
including the following:
Suspending judgment
Being alert to key words
Noting what is said versus not said
1. Suspending judgment.
A. Listen to what the speaker has to say before forming an opinion.
2. Being alert to keywords.
3. Noting what is said versus not said.
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.6
4 test items
Performance Objective: Identify elements of basic communication skills
in a jail setting. Including such routine situations
as the following:
Giving instructions
Assigning work tasks
Making requests
Responding to requests
Responding to questions
Asking questions
1. Discuss as one of your duties as a C/O that you will continually give instructions
to inmates.
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A. Generally informative in nature
B. Instructions to go to functions/programs
C. Methods of giving instructions will vary, usually use intercom
2. Use of the intercom system.
A. Saves time
B. Can make announcements to large groups at once, without having to
repeat message
C. Allows you to monitor cell activity
D. Allows inmate access to you for questions, emergencies, etc.
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.6
4 test items
Performance Objective: Identify elements of basic communication skills
in a jail setting. Including such routine situations
as the following:
Giving instructions
Assigning work tasks
Making requests
Responding to requests
Responding to questions
Asking questions
3. Discuss as one of your duties as a C/O that you will continually give instructions
to inmates.
A. Generally informative in nature
B. Instructions to go to functions/programs
C. Methods of giving instructions will vary, usually use intercom
4. Use of the intercom system.
A. Saves time
B. Can make announcements to large groups at once, without having to
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repeat message
C. Allows you to monitor cell activity
D. Allows inmate access to you for questions, emergencies, etc.
5. Professional use of intercom.
A. Never lose control of your temper
B. Never use profanity
C. Use to your benefit, not inmates
D. Always use in accordance with your facilities policy and procedure
6. Remember that profanity breeds contempt and lack of respect, and therefore
sometimes lack of response and action by the inmate.
A. Not professional
B. May incite more problems or confrontations
C. May indicate YOU are not in control
D. Legal liability
7. Use of intercom for announcements
A. Get inmates attention
B. Try to keep number of times announcement has to be made to a minimum
C. Advise inmates of the reason for the announcement first ie., “Attention in
the area, court call”
D. Announce inmates name clearly, use full name
E. Speak very clearly, loudly to overcome distractions in cell such as
T.V., Radio
F. When announcing interviews ie., police, detective, etc. use diversionary
announcement so as not to jeopardize inmate credibility or safety.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.7
2 test items
Performance Objective: Describe inmate’s non-verbal behavior, including
the following:
Degree of intensity
Voice: tone, pitch, modulation
Body positioning and stance
1. Degree of intensity.
A. Watch body language
B. Agitated or excited vs. calm or relaxed
2. Voice: tone, pitch, modulation
A. All of the above can alert you that inmate is:
1. Angry and hostile
2. Sarcastic
3. Excited
4. Worried
5. Friendly
6. Happy
3. Body positioning and stance
A. Stance rigid, fists clenched
B. Arms crossed at chest
C. Waving hands and arms wildly
D. Standing with arms relaxed at sides
E. Sitting with hands clasped behind head and legs stretched out
F. Sitting with legs crossed
Body positioning and stance can tell you what mood inmate may be in. Some body
positioning can warn you of possible problems.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.8
4 test items
Performance Objective: Identify signs of trouble in a jail setting that could
be prevented or mitigated through effective
interpersonal communication.
1. New prisoner who arrives in booking hostile
2. Inmates arguing over television, card game, telephone, etc.
3. Inmate arguing with officer
4. Inmate and visitor yelling at each other
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.9
2 test items
Performance Objective: Describe ways to verbally intervene in a situation
that is beginning to escalate.
1. Remember officer safety – yours and fellow officers.
2. Do not yell or use profanity.
3. Talk slowly and calmly. If an inmate sees that you are calm and rational this
will allow them to become calm and talk with you rationally.
4. Separate the inmates involved in an argument.
5. Determine the cause of the situation and provide a solution.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.10
BST #1
Performance Objective: Given a scenario, demonstrate effective communication
skills involved in giving instructions to an inmate.
1. Review 7.1.4, effective communication and complete Behavioral Skills Test #1.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.11
BST #2
Performance Objective: Given a scenario, demonstrate effective communication
skills in responding to inmate requests.
1. Discuss responsibility of C/O to answer inmate requests and questions.
A. Frequent inmate contact during shift.
B. Inmates will ask a multitude of questions and make many requests.
C. Questions will run spectrum
D. You should require inmates to follow the established procedure in
order to preserve consistency and for the facility to run smoothly.
2. Guidelines for handling requests/questions.
A. Always tell the truth, if you don’t know the answer tell the inmate,
then find the answer.
B. Respond in a timely manner.
C. If you tell the inmate you will find out, DO IT and get back to the inmate
ASAP. If you cannot get the information, advise the inmate to maintain
your credibility.
D. When necessary say NO.
E. If it needs to be in writing, require the inmate to do so. This will assist
you in the long run, i.e., reports, grievances, legal liability.
F. Try to avoid lengthy discussions with the inmate.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.12
BST #3
Performance Objective: Given a scenario, demonstrate effective listening
skills, including the following:
Identifying key words
Describing level of inmate’s intensity
Describing inmate’s non-verbal cues
Review Unit 7.1.5, listening skills and complete Behavioral Skills Test #3.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.13
No test
Performance Objective: Given the scenario used for 7.1.12, identify and
discuss judgments about the inmate during the
scenario.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.14
3 test items
Performance Objective: Given a scenario, identify elements that indicate
an escalation of tension.
1. Elements that may indicate an escalation of inmate tension.
A. Inmates arguing with each other in the day room.
B. Inmates arguing with officers over minor issues.
C. Inmates asking for a new housing location.
D. Inmates telling you not to come to work tomorrow.
E. Inmates staying in their cells.
F. Racial grouping.
G. Inmates hoarding food, bedding, or commissary goods.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.1.15
BST #4
Performance Objective: Given a scenario, demonstrate effective
communication skills that might prevent an escalation
of tension.
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Unit 7.2 COMMUNICATIONS WITH CO-WORKERS
1 hour
3 test items
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.2.1
Practicum
Performance Objective: Demonstrate the following principles for calling
and reporting to fellow officers. For example:
Collect and provide thorough, clear, and
accurate information
Do not exaggerate, panic, or underemphasize
Use proper communication system
1. Discuss the principles of reporting and calling other officers. Discuss
elements of effective communications.
A. Review instances when officers call or report information. Student manual
B. Review effective principles for calling and reporting information.
C. Discuss security or intermittent visual checks at designated posts.
1. Review the information that should be reported back to other staff members
after these checks are complete.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.2.2
2 test items
Performance Objective: Given transcripts of interactions, indicate which
communication systems (radio, telephone, public
address) would be most appropriate given the
the of situation.
1. Review and identify with the class basic types of communication systems
used in jail facilities. Review the pros and cons of each system.
A. Radio
B. Intercom/public address system
C. Telephones
D. Fax
E. Computer
Unit 7.2.3
Practicum
Performance Objective: Presented with a simulated problem situation
requiring communications with a co-worker,
describe the incident.
1. Review effective communication skills with co-workers.
A. Review assumptions, judgments, inferences and facts and the role
they play in communicating with co-workers.
B. Discuss the need for discussing problems, complaints, etc. with peer
group. Role-play as time allows.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.2.4
1 test item
Performance Objective: Identify potential benefits of communicating with
fellow officers. For example:
Decrease injuries
Save time
Provide operational consistency
Save lives
1. Discuss the benefits of effective communications with peer group.
A. Develops consistent work habits.
B. Ensures equal application of policy and procedure.
C. Decreases injuries.
D. Save time.
E. Save lives – yours and/or other inmates/public
F. Creates a harmonious work environment.
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.2.5
Discussion. No test
Performance Objective: Discuss the potential problems of communicating
with fellow officers in the presence of inmates.
For example:
Security issues
Officer safety issues
1. Potential problems with talking to fellow officers in the presence of inmates.
A. Security issues
B. Officer safety issues
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Unit 7.3 RESPONDING TO TELEPHONE CALLS
.25 hour
3 test items
UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.3.1
1 test item
Performance Objective: Identify privacy implications for answering questions
about inmates.
1. Review the Privacy Act of the Civil Code Section 1798.1.
A. The Legislature declares the right to privacy is a personal and
fundamental right protected by Section 1 of Article I of the California
Constitution.
B. All individuals have a right of privacy in information pertaining to them.
C. Because of the indiscriminate collection and maintenance of
personal information and the use of computers the risk of
individual privacy is threatened. Therefore, the maintenance and
dissemination of personal information must be subject to
strict limits.
D. The code applies to personal confidential information except as
otherwise specified and does not apply to non-personal information.
E. Agencies must develop rules of conduct for persons involved in the
maintenance and disclosure of information from records containing
personal or confidential information.
F. Violation of someone’s privacy regarding confidential or personal
information may result in
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.3.2
2 test items
Performance Objective: Identify basic information that can be
disclosed about inmates. For example:
Presence
Name
Arresting agency
Charge
Bail
Age
Race
Visiting hours
1. Review with the class what information can be given out over the phone to the
public and/or media regarding inmates in custody.
A. Review public information.
B. Review information that can be released.
C. All information on juveniles is confidential and cannot be released except
to parent, guardian or attorney in person with proper identification.
D. Ensure they must abide by their agencies policy and procedure.
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UNIT OUTLINE AND PRESENTATION NOTES
Unit 7.3.3
Discussion. No test.
Performance Objective: Discuss responses for responding courteously
and professionally to incoming calls and/or
questions from the public. For example:
Promotes good public relations for the department
Provides a necessary service to the public
1. Discuss common phone courtesy.
A. The first impression of you and your agency are made during the phone
conversation you have with the public or other criminal justice agencies.
B. Because we don’t get positive representation in the community due to
the nature of our business, a professional and polite demeanor on the
phone goes a long way towards effective public relations.
C. Answer the phone promptly and courteously.
D. Don’t place the person on hold.
E. Transfer only when necessary.
F. Be tactful.
G. Be helpful.
H. Use a pleasant voice.
2. It is our responsibility to serve the public, the phone is an effective way of
communication. Reiterate to class to be polite, courteous, and professional
at all times.
3. As time permits, role play good phone etiquette when dealing with a hostile
family member, drunk, or over zealous reporter.
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