Anyone that has ever worked as either a Police Officer or a Corrections Officer knows the following: It’s either brawn or brain that will get you through the day. They also know that you have to use both (on occasion) if you are going to be successful at your job.
Those of us in the Correctional Profession know that most of the time, and not all the time, the physical confrontations that we encounter are the result of our actions. Now, I understand that some people might disagree with this, but it’s a hard reality to face. Where do we go wrong that leads to this type of confrontation? Communication.
There are really just two ways in which we communicate with people: Verbal and Non-Verbal. Most of our communication (roughly 85-87%) is done through body language. We can all tell when someone is upset, happy, mad, angry, indifferent, you get the point. When our body language says one thing and our mouth says another we tend to run into problems. Inside of a correctional facility we do not have the luxury of firearms, Tasers, or any other type of intermediate weapons on a regular basis. If you do, trust me when I tell you that the rest of us are extremely jealous of you! What does that leave the rest of us? Our mouth/brain combination and our hands.
True, some people have lost that all important connection between their brains and their mouths (also known as verbal diarrhea) but for the most part, the rest of us still have it intact. As an instructor, I always ask my classes the same question: “What’s the difference between a Correctional Officer and an Offender?” As expected, the answers I get are varied: “We go home at the end of the day!” “We didn’t kill anyone!” “We didn’t rape anyone” and the list goes on. I then pause and ask question again.
By this point they are looking at me with confused looks on their faces. I reply back to them “Although you are correct that we didn’t rape or kill anyone, and we do go home at the end of the day, the only difference between them and us is that they got caught and we didn’t.” I then go on to ask “Who in this classroom has never, in their entire life, done anything that someone is not currently doing time in a local, county, state, or federal correctional facility?” No hands go up….
Now keep in mind that I said “never, in their entire life, done anything…” We all have. Whether it was steal something as a kid or adult (office supplies anyone?) it’s still larceny. Got home after going out with friends and saying “I shouldn’t have driven home!” (We’ve heard the slogan “Buzzed driving is drunk driving”) You get the point.
Now that we have established that they are just like us, let’s establish another all important fact: Not everyone that is incarcerated will spend the rest of their lives behind bars. They are going to get out and become our neighbors.
Correctional Departments throughout the country have moved their old way of doing business into the modern era: Rehabilitation and Re-Integration. If we look their Mission Statements, we will likely see a common theme: Public Safety, Pro-social behavior, Re-integration and rehabilitation.
In order to effectively re-integrate and rehabilitate, we must do one thing: Communicate. Communication in a correctional facility can be broken down into 4 main categories:
1. No communication
2. Operational Communication
3. Human-Respectful Communication
4. Cognitive Reflective Communication
Easy enough: we don’t talk, they don’t talk, we point, they do as told and we go on our merry way. Officers are separated from the offenders and there is almost no interaction.
We say the bare minimum in order to get the job done and maintain control (“Come here!” “Go there!” “Chow time” “Do this!” “Don’t do that!” etc, etc, etc). Although there is still a separation between Officers and Offenders, there is more interaction than there is with no communication.
This involves talking to offenders like a person, just like you would to anybody else you meet in public. Pro-social communication is effectively done at this stage. Although the use of “please” and “thank you” towards an offender would insult many Correctional Officers, it is part of being respectful and communicating effectively within a correctional facility. (More on this in Communication in Today’s Corrections Part Two).
Cognitive Reflective Communication
This is THE hardest form of communication to achieve. It involves a person to be willing to think about, and change, their behavior, thought process, and accept the consequences of their actions. And what’s the thing most of us hate the most? Change! And that is the reason why it’s the hardest form of communication/thought process that we have.
Once we learn how to communicate effectively, we can reduce the amount of problems that we face on the job every day and increase our “safety factor” exponentially. The proof is in the pudding…