Download Professional Communication

Professional Communication
Course
Correctional
Services
Unit I
Professionalism
Essential
Question
How do
correctional
officers safely
obtain important
information and
communicate
professionally
with those they
work with?
TEKS
§130.297(c)
(3)(A)
(4)(A)(B)
Prior Student
Learning
Safety
Estimated Time
4 to 6 hours
Rationale
In a correctional facility, there is vocabulary used among correctional officers
to communicate important things about inmates, and terms used with inmates
to explain their legal status. It is important that an employee working in these
conditions be able to actively listen to what is going on and then communicate
with this vocabulary for the safety and security of all involved.
Objectives
The students will be able to:
1. Define the meaning of vocabulary terms used in a jail setting.
2. Describe how communication and active listening are performed.
3. Construct scenarios involving the vocabulary for other students to
participate in.
4. Participate in other students’ scenarios.
5. Defend their actions in these scenarios.
6. Critique the actions of other students in the scenarios.
Engage
Provide the students with the following scenario. Have them write down their
ideas. Then discuss the students’ ideas as a class. Use the Discussion Rubric
for assessment.
Imagine that you are a newly hired corrections officer. During your first day
on the job you happen upon some inmates in a heated argument. You
must be able to calmly uncover the situation. How will you do this? After,
you understand the situation, you realize that one of the inmates is a risk to
himself and others. As other officers come to assist you, how will you
quickly communicate this information to them without tipping the inmate off
that he or she is being talked about?
Key Points
I. Technical Terms
A. There are terms used specifically in a correctional facility that
correctional officers and inmates must know
1. Some terms about the prison or legal system must be known by
inmates
2. Some terms are known only to correctional officers and are used
to communicate vital information about inmates
a) Correctional officers may write terms on a white board
outside of an inmate’s cell in order to communicate
sensitive information to other officers about the inmate
B. Some examples of technical definitions are
1. MEDC – the prisoner has some type of general or generic
medical problem or issue that is the reason for isolation and/or
observation classification (i.e. heart condition, diabetes, or
1
Copyright © Texas Education Agency, 2012. All rights reserved.
asthma with no medication in property)
2. MENT – the prisoner suffers from mental problems to the point
that it is required to keep him or her isolated and/or under
observation
3. SUIC – suicidal
4. 10-88 – severe mental problems
5. 10-C – violent toward law enforcement personnel
6. Contraband
a) “Altered, out-of-place, or excesses of authorized property;
and any item which an offender is prohibited to possess or
obtain while in custody, unless received by the offender as
the result of a State or Federal court order or legitimately
through the litigation process” (TDCJ, 2012)
b) Two sub-groups of contraband
(1) Dangerous – “represents a threat to the security and
safety of the unit, possession of which violates Agency
rules, or State or Federal law. Includes, but is not
limited to: items related to security threat groups;
weapons; intoxicants; currency or negotiable
instruments; tobacco products; tools; ammunition;
explosives; combustible or flammable items; altered,
damaged, or repaired internal components or electrical
cords of electrical equipment; cell phones; controlled
substances; and authorized medicine, if not used in
the manner prescribed” (TDCJ, 2012)
(2) Non-Dangerous – “represents a threat to management
of the unit, possession of which violates Agency rules.
Includes, but is not limited to: authorized property
which has been altered, damaged, is in excess of
allowable amounts, or is out of place (i.e., a razor at
recreation, magazine in the dining hall); any item not
authorized for the offender to possess; and any item
made from State property without authorization”
(TDCJ, 2012)
7. Necessities/Clothing Items − include linens (sheets; pillowcase;
blanket; towels) and clothing (undergarments; gym shorts; Tshirts; socks; pants; jacket; raingear; shoes or boots) (TDCJ,
2012)
C. Other terms may apply to the status of an inmate’s term or describe
what has to be done for an inmate to be released. Often, these are
legal terms that inmates would learn, such as
1. Arraignment Court − going before the magistrate to have a bond
set on their particular charges or to plea on a class C
misdemeanor offense
2. Magistrate − city judge
3. Alias − bondable charges that have not been pled on
2
Copyright © Texas Education Agency, 2012. All rights reserved.
4. Capias − fine, the charge already has the disposition of either
guilty or no contest
II. Communication
A. Communication is the act of transferring a message from one person
to another
B. Means of communication
1. Language
2. Posture
3. Tone of voice
C. Body Language
1. Most communication is expressed through body language
a) Eye contact
b) Facial expressions
c) Arm position
d) The way we stand
e) Nodding or shaking our head
2. May be expressed by the sender and the receiver
simultaneously
D. Tone
1. The way we speak words can communicate our level of attention
and emotion (i.e. volume and rate of speech)
E. Listening is the role of the person receiving the message
1. Active listening consists of giving careful attention to the sender
of the message and is an essential element in correctional
awareness
2. Anyone working in the LPSCS field must be adept at active
listening in order to obtain critical information
3. Active listening improves communication (sending and receiving)
because it shows the speaker that he or she has been heard,
making him or her more receptive to receiving information
III. Active Listening
A. A corrections officer can listen actively by
1. Not interrupting the speaker except to ask clarifying questions
2. Summarizing what the speaker said to let him or her confirm that
the officer understood what was being communicated
3. Making eye contact
4. Facing the speaker
5. Nodding as the speaker is speaking
6. Refrain from crossing his or her arms to show that he or she are
open to what the speaker is saying
IV. Effective Verbal Communication
A. Verbally communicating technical terms can be challenging
1. Communicating to other correctional officers may be done during
3
Copyright © Texas Education Agency, 2012. All rights reserved.
emergency situations and it must be clear, concise, and
complete
2. Communicating to inmates may be challenging because of their
unfamiliarity with correctional terms or lack of education; so the
terms must be broken down into simpler words and concepts
B. To communicate effectively the corrections officer must
1. Identify the specific issue that he or she is addressing
2. Understand the audience (i.e. inmate or officer, educated or
uneducated)
3. Empathize with the position/perspective of his or her audience in
order to select the best words to use for the audience to
comprehend the message
Activities
1. Professional Communication Review. Have students complete the
Professional Communication Review. Use the Professional
Communication Review Key for assessment.
2. Training Presentations. Have students create a training presentation that
teaches the vocabulary terms in this lesson. The presentations should be
verbal, but the format is optional (i.e. computer-based presentation, role
play, etc.). One option is to divide the class into partners or groups and
have them create scenarios in which the terms are used. Use the
Presentation Rubric for assessment.
3. Professional Communications Role Play. Partner the students. Have each
pair create a corrections scenario that another pair will walk into, acting as
officers. Match each pair of students with another pair. The students
playing the officers must use active listening and communicate the
meaning of technical concepts, knowledge, and vocabulary appropriate to
the issues presented in the scenarios (options: have one pair create
scenarios for the terms used among correctional officers and the other
pair create scenarios for terms used towards inmates; or divide the class
into teams and have the teams create scenarios for the other teams; or
have a pair/team create scenarios for preselected terms and then
randomly select students from the class to participate). Critique each
person participating. Use the Role Play Rubric for assessment.
Assessments
Professional Communication Exam and Key
Discussion Rubric
Individual Work Rubric
Presentation Rubric
Role Play Rubric
Materials
4
Copyright © Texas Education Agency, 2012. All rights reserved.
Professional Communication computer-based presentation
Professional Communication Exam Review and Key
Resources
Texas Department of Criminal Justice (TDCJ)
http://www.tdcj.state.tx.us/index.html
Brien Wargacki – Irving Police Department Jail
Texas Department of Criminal Justice Correctional Institutions Division
Management Operations
Do an Internet search for the following key words: Behind Bars S01 E01 Part
4
Accommodations for Learning Differences
For reinforcement, students will watch and discuss videos about jail life, and
observe the technical terms used and the way correctional officers talk and
listen to inmates. (To find a video do an Internet search for the following key
words: Behind Bars S01 E01 Part 4.) Use the Discussion Rubric for
assessment.
For enrichment, students will interview police officers or correctional officers,
asking them about the technical terms that are used in the jail and how they
deal with upset inmates. Use the Individual Work Rubric for assessment.
State Education Standards
Texas Essential Knowledge and Skills for Career and Technical Education
§130.297. Correctional Services (One to Two Credits).
(3)
The student uses verbal communication skills necessary for a
correctional officer. The student is expected to:
(A)
define technical concepts and vocabulary associated with
correctional services through effective verbal
communication;
(4)
The student performs active listening skills to obtain and clarify
information. The student is expected to:
(A)
apply listening skills in obtaining and clarifying information
provided in verbal communication; and
(B)
demonstrate verbal communication skills to explain the
meaning of technical concepts, knowledge, and
vocabulary related to correctional services.
College and Career Readiness Standards
English/Language Arts Standards
II. Reading
B. Understand new vocabulary and concepts and use them accurately in
reading, speaking, and writing.
1. Identify new words and concepts acquired through study of their
relationships to other words and concepts.
5
Copyright © Texas Education Agency, 2012. All rights reserved.
III. Speaking
A. Understand the elements of communication both in informal group
discussions and formal presentations (e.g., accuracy, relevance,
rhetorical features, organization of information).
1. Understand how style and content of spoken language varies in
different contexts and influences the listener’s understanding.
6
Copyright © Texas Education Agency, 2012. All rights reserved.
Name________________________________ Date__________________________
Professional Communication Exam Review
Where might correctional officers communicate sensitive information to each other about
inmates? Be specific.
1. _______________________________________________________________________
What term or code means that the inmate is suicidal?
2. _______________________________________________________________________
What term or code tells jail personnel that the prisoner has some type of general or generic
medical problem or issue that is the reason for their isolation and/or observation classification?
3. _______________________________________________________________________
What term or code means that the inmate is violent toward law enforcement personnel?
4. _______________________________________________________________________
What term or code can be used to alert everyone that the prisoner suffers from mental problems
to the point that it is required to keep him or her isolated and/or under observation?
5. _______________________________________________________________________
What term or code means that the inmate has severe mental problems?
6. _______________________________________________________________________
What includes linens (i.e. sheets, pillowcases, blankets, towels) and clothing (undergarments,
gym shorts, T-shirts, socks, pants, jacket, raingear, shoes or boots)?
7. _______________________________________________________________________
7
Copyright © Texas Education Agency, 2012. All rights reserved.
What includes altered, out-of-place, or excesses of authorized property and any item which an
offender is prohibited to possess or obtain while in custody, unless received by the offender as
the result of a state or federal court order or legitimately through the litigation process?
8. _______________________________________________________________________
Which sub-group of contraband represents a threat to the security and safety of the unit?
9. _______________________________________________________________________
Which sub-group of contraband includes items that represent a threat to the management of the
unit?
10. _______________________________________________________________________
Which sub-group of contraband violates agency rules, state law, or federal Law?
11. _______________________________________________________________________
Which sub-group of contraband includes items related to security threat groups?
12. _______________________________________________________________________
Which sub-group of contraband includes authorized property which has been altered or
damaged, or is in excess of allowable amounts or out of place?
13. _______________________________________________________________________
Which sub-group of contraband includes weapons or ammunition?
14. _______________________________________________________________________
Which sub-group of contraband includes intoxicants and tobacco products?
15. _______________________________________________________________________
8
Copyright © Texas Education Agency, 2012. All rights reserved.
Which sub-group of contraband includes currency, negotiable instruments, and cell phones?
16. _______________________________________________________________________
Which sub-group of contraband includes tools, repaired internal components, and electrical
cords of electrical equipment?
17. _______________________________________________________________________
Which sub-group of contraband includes any item not authorized for the offender to possess or
any items made from state property without authorization?
18. _______________________________________________________________________
Which sub-group of contraband includes explosives or combustible or flammable items?
19. _______________________________________________________________________
Which sub-group of contraband includes controlled substances or authorized medicine not used
in the manner prescribed?
20. _______________________________________________________________________
Which term means a city judge?
21. _______________________________________________________________________
Which term means bondable charges that have not been plead on?
22. _______________________________________________________________________
Which term means going before the magistrate to have a bond set on a particular charge or to
plea on a class C misdemeanor offense?
23. _______________________________________________________________________
9
Copyright © Texas Education Agency, 2012. All rights reserved.
Which term means fine, the charge already has the disposition of either guilty or no contest?
24. _______________________________________________________________________
What is the act of transferring a message from one person to another?
25. _______________________________________________________________________
How is communication done?
26. _______________________________________________________________________
27. _______________________________________________________________________
28. _______________________________________________________________________
What percentage of communication is done through body language?
29. _______________________________________________________________________
How is body language conveyed?
30. _______________________________________________________________________
31. _______________________________________________________________________
32. _______________________________________________________________________
33. _______________________________________________________________________
34. _______________________________________________________________________
Between whom can simultaneous communication through body language occur?
35. _______________________________________________________________________
36. _______________________________________________________________________
10
Copyright © Texas Education Agency, 2012. All rights reserved.
What essential element of communication involves giving careful attention to the communicator?
37. _______________________________________________________________________
Why are we more effective when we are actively listening?
38. _______________________________________________________________________
List some of the ways to listen actively.
39. _______________________________________________________________________
40. _______________________________________________________________________
41. _______________________________________________________________________
42. _______________________________________________________________________
43. _______________________________________________________________________
How must thoughts be communicated when communicating with other correctional officers?
44. _______________________________________________________________________
45. _______________________________________________________________________
46. _______________________________________________________________________
Why might terms have to be broken down into simpler words and concepts when speaking with
inmates?
47. _______________________________________________________________________
48. _______________________________________________________________________
What must the officer do to communicate effectively?
49. _______________________________________________________________________
50. _______________________________________________________________________
51. _______________________________________________________________________
11
Copyright © Texas Education Agency, 2012. All rights reserved.
Professional Communication Review Key
1. White board outside the cell
2. SUIC
3. MEDC
4. 10-C
5. MENT
6. 10-88
7. Necessity/Clothing Items
8. Contraband
9. Dangerous
10. Non-Dangerous
11. Dangerous
12. Dangerous
13. Non-Dangerous
14. Dangerous
15. Dangerous
16. Dangerous
17. Dangerous
18. Non-Dangerous
19. Dangerous
20. Dangerous
21. Magistrate
22. Alias
23. Arraignment Court
24. Capias
25. Communication
26. Language
27. Posture
28. Tone of voice
29. 87%
30. Eye contact
31. Facial expressions
32. Arm positioning
33. How a person stands
34. Nodding or shaking of the head
35. Sender
36. Recipient
37. Active listening
38. Because the person knows they have
been heard
39. Not interrupting the speaker except to
ask clarifying questions
40. Summarizing what the speaker said to
let the speaker confirm that the officer
understood what was being
communicated
41. Making eye contact and facing the
speaker
42. Nodding as the speaker is speaking
43. Refraining from crossing arms to show
that he or she is open to what the
speaker is saying
44. Clear
45. Concise
46. Complete
47. Lack of education
48. Unfamiliarity with terms
49. Identify specifically what the issue is
that’s being addressed
50. Understand the audience
51. Put himself or herself in the audience’s
position
12
Copyright © Texas Education Agency, 2012. All rights reserved.
Name________________________________ Date__________________________
Professional Communication Exam
1. _____ Where might correctional officers communicate sensitive information to each
other about inmates?
A. White board outside the cell
B. In the supervisor’s office
C. On a wristband on the inmate
D. Sensitive information is never to be written where others can see
2. _____ What term or code means that the inmate is suicidal?
A. MEDC
B. MENT
C. SUIC
D. 10-88
E. 10-C
3. _____ What term or code tells jail personnel that the prisoner has some type of general
or generic medical problem or issue that is causing their isolation and/or
observation classification?
A. MEDC
B. MENT
C. SUIC
D. 10-88
E. 10-C
4. _____ What term or code means that the inmate is violent toward law enforcement
personnel?
A. MEDC
B. MENT
C. SUIC
D. 10-88
E. 10-C
5. _____ What term or code can be used to alert everyone that the prisoner suffers from
mental problems to the point that it is required to keep him or her isolated and/or
under observation?
A. MEDC
B. MENT
C. SUIC
D. 10-88
E. 10-C
13
Copyright © Texas Education Agency, 2012. All rights reserved.
6. _____ What term or code means that the inmate has severe mental problems?
A. MEDC
B. MENT
C. SUIC
D. 10-88
E. 10-C
7. _____ Which of the following includes linens (sheets, pillowcases, blankets, towels) and
clothing (undergarments, gym shorts, T-shirts, socks, pants, jacket, raingear,
shoes or boots)?
A. Contraband
B. Necessity/Clothing Items
8. _____ Which of the following includes altered, out-of-place, or excesses of authorized
property; and any item which an offender is prohibited to possess or obtain while
in custody, unless received by the offender as the result of a state or federal
court order or legitimately through the litigation process?
A. Contraband
B. Necessity/Clothing Items
9. _____ Which sub-group of contraband represents a threat to the security and safety of
the unit?
A. Dangerous
B. Non-Dangerous
10. _____ Which sub-group of contraband includes items that represent a threat to
management of the unit?
A. Dangerous
B. Non-Dangerous
11. _____ Which sub-group of contraband violates agency rules, state law, or federal law?
A. Dangerous
B. Non-Dangerous
12. _____ Which sub-group of contraband includes items related to security threat groups?
A. Dangerous
B. Non-Dangerous
13. _____ Which sub-group of contraband includes authorized property which has been
altered, damaged, is in excess of allowable amounts, or is out of place?
A. Dangerous
B. Non-Dangerous
14
Copyright © Texas Education Agency, 2012. All rights reserved.
14. _____ Which sub-group of contraband includes weapons or ammunition?
A. Dangerous
B. Non-Dangerous
15. _____ Which sub-group of contraband includes intoxicants and tobacco products?
A. Dangerous
B. Non-Dangerous
16. _____ Which sub-group of contraband includes currency, negotiable instruments, and
cell phones?
A. Dangerous
B. Non-Dangerous
17. _____ Which sub-group of contraband includes tools, repaired internal components,
and electrical cords of electrical equipment?
A. Dangerous
B. Non-Dangerous
18. _____ Which sub-group of contraband includes any item not authorized for the offender
to possess or any items made from State property without authorization?
A. Dangerous
B. Non-Dangerous
19. _____ Which sub-group of contraband includes explosives or combustible or flammable
items?
A. Dangerous
B. Non-Dangerous
20. _____ Which sub-group of contraband includes controlled substances or authorized
medicine not used in the manner prescribed?
A. Dangerous
B. Non-Dangerous
21. _____ Which of the following terms means a city judge?
A. Arraignment Court
B. Magistrate
C. Alias
D. Capias
22. _____ Which of the following terms means bondable charges that have not been plead
on?
A. Arraignment Court
B. Magistrate
C. Alias
D. Capias
15
Copyright © Texas Education Agency, 2012. All rights reserved.
23. _____ Which of the following terms means going before the magistrate to have a bond
set on their particular charge or to plea on a class C misdemeanor offense?
A. Arraignment Court
B. Magistrate
C. Alias
D. Capias
24. _____ Which of the following terms means a fine, and the charge already has the
disposition of either guilty or no contest?
A. Arraignment Court
B. Magistrate
C. Alias
D. Capias
25. _____ Communication is the act of transferring a message from one person to another.
A. True
B. False
26. _____ How is communication not expressed?
A. Language
B. Thoughts
C. Posture
D. Tone of voice
27. _____ Most communication is done through body language.
A. True
B. False
28. _____ How is body language conveyed?
I. Eye contact
II. Facial expressions
III. How arms are positioned
IV. How a person stands
V. Nodding or shaking of the head
A.
B.
C.
D.
E.
I, II, III
I, III, IV, V
II, III, IV
II, III, V
I-V
29. _____ Communication can only be done through body language by the sender to the
recipient.
A. True
B. False
16
Copyright © Texas Education Agency, 2012. All rights reserved.
30. _____ Speaking consists of giving careful attention to the one who is communicating
and is an essential element in correctional awareness.
A. True
B. False
31. _____ When we actively listen to someone, we are also more effective when we
communicate back to them because they know that they have been heard.
A. True
B. False
32. _____ Which of the following is not an approach to active listening?
A. Summarizing what the speaker said to let the speaker confirm
understanding
B. Making eye contact and facing the speaker
C. Interrupting the speaker when you disagree with their opinion
D. Nodding your head as the speaker is speaking
E. Refraining from crossing your arms to show that they are open to what the
speaker is saying
33. _____ When communicating with other correctional officers in emergency situations,
how must thoughts be communicated?
A. Clear
B. Concise
C. Complete
D. A and C only
E. All of the above
34. _____ Why might terms have to be broken down into simpler words and concepts when
speaking with inmates?
A. Lack of education
B. Their stress level
C. Unfamiliarity with terms
D. A and C only
E. All of the above
35. _____ What must the officer do to communicate effectively?
I. Identify specifically what the issue is they are addressing
II. Understand their audience
III. Put themselves in their audience’s position
A.
B.
C.
D.
I
I, II
I,III
I,II,III
17
Copyright © Texas Education Agency, 2012. All rights reserved.
Professional Communication Exam Key
1. A
2. C
3. A
4. E
5. B
6. D
7. B
8. A
9. A
10. B
11. A
12. A
13. B
14. A
15. A
16. A
17. A
18. B
19. A
20. A
21. B
22. C
23. A
24. D
25. A
26. B
27. A
28. E
29. B
30. B
31. A
32. C
33. E
34. D
35. D
18
Copyright © Texas Education Agency, 2012. All rights reserved.
Name_______________________________________
Date_______________________________
Discussion Rubric
Objectives
4 pts.
Excellent
3 pts.
Good
2 pts. Needs Some
Improvement
1 pt. Needs Much
Improvement
N/A
Pts.
Participates in group discussion
Encourages others to join the
conversation
Keeps the discussion progressing
to achieve goals
Shares thoughts actively while
offering helpful recommendations to
others
Gives credit to others for their ideas
Respects the opinions of others
Involves others by asking questions
or requesting input
Expresses thoughts and ideas
clearly and effectively
Total Points (32 pts.)
Comments:
19
Copyright © Texas Education Agency, 2012. All rights reserved.
Name______________________________________
Date_______________________________________
Individual Work Rubric
4 pts.
Excellent
Objectives
3 pts.
Good
2 pts. Needs Some
Improvement
1 pt. Needs Much
Improvement
N/A
Pts.
Follows directions
Student completed the work as directed,
following the directions given, in order and to the
level of quality indicated
Time management
Student used time wisely and remained on task
100% of the time
Organization
Student kept notes and materials in a neat,
legible, and organized manner. Information was
readily retrieved
Evidence of learning
Student documented information in his or her
own words and can accurately answer questions
related to the information retrieved
*Research/Gathering information (if relevant)
Student used a variety of methods and sources
to gather information. Student took notes while
gathering information
Total Points (20 pts.)
Comments:
20
Copyright © Texas Education Agency, 2012. All rights reserved.
Name:____________________________________
Date:_____________________________
Presentation Rubric
4 pts.
Excellent
Objectives
3 pts.
Good
2 pts. Needs Some
Improvement
1 pt. Needs Much
Improvement
N/A
Pts.
Topic/Content
 Topic discussed completely and in-depth
 Includes properly cited sources (if used)
Creativity/Neatness
 Integrates a variety of multimedia effects to
create a professional presentation (transition
and graphics) or appropriate visual aid used
 Title slide, table of contents, bibliography are
included, using acceptable format
Mechanics
 Grammar, spelling, punctuation, and
capitalization are correct
 Image and font size are legible to the entire
audience
Oral Presentation
 Communicates with enthusiasm and eye
contact
 Voice delivery and projection are dynamic
and audible
Audience Interaction
 Presentation holds audience’s attention and
relates a clear message
 Clearly and effectively communicates the
content throughout the presentation
Total Points (20 pts.)
Comments:
21
Copyright © Texas Education Agency, 2012. All rights reserved.
Name:____________________________________
Date:_____________________________
Role Play Rubric
Objectives
4 pts.
Excellent
3 pts.
Good
2 pts. Needs Some
Improvement
1 pt. Needs Much
Improvement
N/A
Pts.
Relates to the audience
Provides fluent rendition of the
scenario
All required content is included
Acts with feeling and expression
Varies intonation
Presents characters appropriately
Gives the scenario its full range
Breaches are easily identified
Total Points (32 pts.)
Comments:
22
Copyright © Texas Education Agency, 2012. All rights reserved.