Polite Gestures
Being respectful when interacting with others and treating them in a dignified manner
Courtesy
Difference between non-verbal and verbal communication
Non-verbal- communication without explicit use of language
Verbal- what someone says with their words
The act of controlling or influencing another person's behavior to gain a personal benefit or advantage
Manipulation
The first thing to do when defusing a situation through conflict management
Separate the people involved
Active listening involves
focusing more on listening than talking
This can be a way to help inmates release frustration
Active Listening
These (5) are what you assess for non-verbal communication
Posture, body movement, facial expressions, eye contact, smell
The act of lying to, misleading, tricking, or fooling another person
Deception
De-escalation techniques are designed to
bring a volatile situation under control
Having this awareness contributes to your overall safety
Self Awareness
Examples of professionalism (6)
Knowing your role and being competent, dress professionally, maintaining a calm presence, recognize and admit your mistakes, be courteous, maintain your training and continue education
Examples of facial expressions (5)
Excessive or no blinking, seeing a lot of white in the eyes ,scratching or touching one's nose, biting one's lip or touching one's mouth, smiling or frowning
Types of people who will most commonly manipulate or deceit correctional officers (3)
Inmates, Visitors, and Volunteers
De-escalation plays an important role in
liability
Core competency that talks about you treating everyone with dignity and respect
Environment and Audience Consideration
When you are open to learning about new cultures and respectful of cultural differences, you are being this
Culturally Responsive
Posture refers to
The way a person sits, walks, and stands; as well as their bearing, subtle movements, and general presence
Participant roles for inmate deceit/manipulation (5)
Observers, Contacts, Runners, Turners, Point-men
Examples of enforcement action (pg.85)
Reclassifying an inmate
Putting them in confinement
This is how you conclude every interaction (pg.94)
Explain what action will be taken or not taken and why
Difference of empathy and sympathy
Empathy- ability to understand and care about emotions of others
Sympathy- feeling of sincere concern for someone who is experiencing something difficult or painful
Command presence is
body language that projects confidence, poise, and professionalism
Manipulation role where the inmate exposes themselves to the correctional officers by asking for small items
Runners
You are able to understand yours and others emotional responses and work to de-escalate with this
Emotional Intelligence
Experiencing extreme emotional stress impacts
how you communicate with inmates and staff