Chapter-2_Unit-1.pdf

Unit 1 Interpersonal Communication Lesson 1 Interpersonal Communication Lesson Goal You will be able to use communication skills with inmates and others. Think About This In a world filled with technology, many people communicate by texting or using social media. Communicating by text or soci...

Unit 1 Interpersonal Communication Lesson 1 Interpersonal Communication Lesson Goal You will be able to use communication skills with inmates and others. Think About This In a world filled with technology, many people communicate by texting or using social media. Communicating by text or social media can reduce face-to-face communication. As a correctional officer, you will be required to communicate face to face with inmates and others every day. This lesson will help you develop your interpersonal communication skills. An important part of a correctional officer’s job is to communicate with and manage a diverse correc- tional facility population. To achieve this, correctional officers use a variety of skills that include interpersonal verbal and non-verbal communication, situational awareness, verbal commands, command presence, and courtesy. These skills not only demonstrate professionalism but also help create effective interpersonal relationships and reduce tension. For example, if an inmate is acting out, communicating properly with the inmate could de-escalate the situation. ✅ CO211.1. Understand the concept of interpersonal communication Interpersonal communication involves the exchange of ideas, messages, or information between two or more people through speaking, writing, or body language. Communication should be clear and prompt a response or change in behavior. ✅ CO211.2. Know the elements of effective communication Mastering the basic skills of effective communication is a necessity for navigating your daily job tasks. Plan your interactions by following these basic elements of communication: consider what you want to say and construct the message in your head convey the message via verbal, non-verbal, telecommunication, or written format to the person or group to whom it is intended allow time for the person or group to receive and understand the message gauge whether you have received an appropriate response or change in behavior from the person or group you addressed As you gain experience and consistently practice effective interpersonal communication, you should continually improve your verbal and non-verbal skills. Chapter 2 Communications / 45 Non-verbal Communication Non-verbal communication is a very important form of communication. When officers interact with inmates, visitors, and staff, they give and receive countless non-verbal signals. These behaviors may send strong messages and can include gestures, facial expressions, eye contact, and posture. ✅ CO211.3. Know how to recognize the signals of non-verbal communication when interacting with others You may sometimes notice that an inmate’s verbal expressions don’t align with their facial expres- sion, posture, or other body language. For example, the following inmate’s verbal and non-verbal responses illustrate inconsistencies: An inmate’s verbal response to an officer: “I don’t have a problem.” The inmate’s non-verbal behavior to the officer: Avoids eye contact, looks anxious, and paces up and down with clenched fists. The inmate displays anger with their non-verbal communication but not with their verbal communication. ✅ CO211.4. Know how to analyze an inmate’s non-verbal cues and provide an appropriate response Body language or non-verbal cues can help you analyze an inmate’s responses. Watching for incon- sistencies between non-verbal and verbal communication can help keep you safe. Some examples of non-verbal communication include the following: Sweating, rapid breathing, fidgeting, blinking, or rocking back and forth may indicate nervousness. Clenched fists, pacing briskly, clenched teeth, or a clear reluctance to communicate may indicate anger, rage, or irritation. Arms down by the side or comfortably placed in the lap may indicate friendliness or being at ease. Crossed arms and legs may indicate the person is closed off or resistant. Avoiding eye contact may indicate the person is shy, uneasy, shameful, fearful, deceptive, guilty, or experiencing strong emotion. Direct eye contact may indicate the person is being truthful or challenging. Frowning may indicate uneasiness or confusion, as well as displeasure. 46 / Florida Basic Recruit Training Program (CO): Volume 1  Smiling may indicate a failure to understand, as well as pleasure. Lack of obvious emotion may indicate shock, fear, poor understanding, not being focused, or not hearing. Interpreting an inmate’s non-verbal behavior allows an officer to stay alert to signs of stress, decep- tion, or aggression. You should be mentally and physically prepared to take immediate action if a threatening physical situation occurs. Barriers to Effective Communication Communication between an officer and inmates or others is effective and successful when actual and potential barriers are recognized and addressed. ✅ CO211.5. Know the barriers to effective communication The following barriers may result in miscommunication: use of profane, derogatory, or disrespectful language stereotyping use of derogatory hand gestures or body movements stress and fatigue on the part of either person or group 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 Diversity of Population When you enter a correctional facility, you encounter an environment that includes many different people and personalities. Do not assume that you can communicate effectively with all inmates and staff using the same methods. For instance, some gestures may have different cultural or social meanings to different people or groups. Examples of this include lack of eye contact, shaking hands, bowing, hand gestures, and use of personal space. Chapter 2 Communications / 47 ✅ CO211.6. Know how to interact with inmates in a diverse environment while applying officer safety Do not allow racial stereotypes to influence how you communicate with an inmate. Also, do not assume an inmate’s racial identity based on physical appearance alone. The division of races is more subjective now than in the past, as the population of multiracial people is increasing. Younger inmates may be more impressionable than older inmates. Be a role model and demon- strate professional behavior by being patient, firm, and fair, even if a young inmate pushes your limits and challenges your authority. Provide clear, consistent instructions and consequences. Older inmates experience normal physical and psychological aging changes, such as loss of memory, impairment of judgment, sensitivity to touch, and decrease in mobility and in cognitive ability. They also have more medical issues (hearing, vision, and other physical and mental limitations) than younger inmates. An older person with mental decline may not be able to follow more than one- or two-step directions. They will probably need more time and help to do things. Keep this in mind when managing and interacting with older inmates. When dealing with inmates of the opposite sex, take extra precautions to avoid the appearance of impropriety. For example, avoid spending too much time being overly friendly or becoming too familiar with inmates of the opposite sex. Take steps to keep conversations as neutral as possible as even the perception of favoritism can damage your professional reputation. Always strive to interact respectfully. As a professional representing your agency, avoid negative interactions with inmates and staff based on their diversities. By understanding diverse popula- tions, you will be able to communicate with others more effectively. Command Presence In the same way that an officer watches for non-verbal messages and body language, an officer should also use non-verbal techniques, such as positioning and posture, to communicate to inmates. ✅ CO211.7. Know how to communicate using command presence and verbal command When approaching an inmate, keep yourself at a safe distance yet close enough to see and hear. Face the inmate directly and look them in the eye. This conveys that you are focused, attentive, and in charge. Stand upright, eliminate distracting behaviors, and lean slightly forward. Sometimes called command presence, this body language projects confidence, poise, and a professional demeanor. Command presence also involves personal grooming and keeping a clean, neat uniform. The following example is a situation in which an officer uses command presence: Two inmates are arguing in the C-dorm. An officer walks in and looks sternly at the pair without saying a word. After seeing the officer, both inmates immediately stop arguing and separate. Learn to use direct verbal commands to communicate desired actions or behaviors to inmates. A verbal command is an authoritative statement used to direct, influence, or give orders to a person 48 / Florida Basic Recruit Training Program (CO): Volume 1 or group. You will often issue verbal commands to inmates to clearly indicate what is required. Be specific when you give directions. Examples of verbal commands include the following: “Mop the floor.” “Move back to your bunks.” “Clean your cell before breakfast.” While using command presence sets a professional tone, do not abuse your authority or bully anyone. A show of force is not always the best response. Always treat inmates as you would anyone else. Just because inmates are confined does not mean they should be treated with disrespect. Courtesy Courtesy is showing consideration, respect, and cooperation when interacting with others, regard- less of a person’s status, race, gender, appearance, or behavior. ✅ CO211.8. Understand how courtesy impacts your behavior and interaction with inmates and others If you regularly address inmates with contempt or disregard, you are likely to develop hostile relation- ships. If you routinely express professionalism and respect for others, then respectful, professional relationships are more likely to develop. Maintaining a professional and courteous relationship is important because this may help you avoid or de-escalate potentially violent situations. Active Listening ✅ CO211.9. Understand how active listening is used in effective communication You should never allow personal judgment or bias to obscure your ability to listen. Active listen- ing requires giving full attention to what is being said and taking time to understand the message without interrupting. Good listening skills require a great deal of practice and are essential for effective communication. ✅ CO211.10. Know the elements of active listening The elements of active listening include the following: maintaining eye contact, facing the speaker, and leaning slightly forward 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 Chapter 2 Communications / 49  paraphrasing back to someone what they said to ensure you properly understood the message asking questions for clarification or more information Taking the time to listen carefully by rephrasing back to an inmate and clarifying their statements lets them know that you heard their concerns. This can encourage them to talk more freely, allow- ing you to gather information. Active listening can also be a way to help an inmate release frustrations. Become familiar with the behavioral patterns of the inmates you manage. Consider the speaker and try to determine if the statements the person expresses are typical of that person, or if something unusual may be going on. Being on your guard to subtle differences that could be indicators of potential conflict may help you anticipate ways to prevent or manage such situations. The ability to listen carefully is critical to your well-being. 50 / Florida Basic Recruit Training Program (CO): Volume 1