BSCC - Board of State and Community Corrections Communication and De-escalation Questions and Answers

Question 1

An inmate in the dayroom is visibly upset about a denied phone call, pacing back and forth and speaking loudly.
Which of the following is the most effective initial action for an officer to take to de-escalate the situation?

Accepted Answer

Acknowledge the inmate's frustration using empathetic language and ask open-ended questions about the situation.

Answer

Immediately order the inmate to 'calm down and stop shouting' to assert control.

Answer

Threaten the inmate with disciplinary action, such as loss of privileges, if the behavior continues.

Answer

Ignore the inmate's behavior, assuming they will eventually calm down on their own to avoid a confrontation.

Question 2

In de-escalation training, 'para-verbal' communication refers specifically to what aspect of an officer's communication?

Accepted Answer

The tone, pitch, volume, and cadence of one's voice.

Answer

The specific words and phrases chosen to convey a message.

Answer

Body language, posture, and use of personal space.

Answer

The written policies and procedures that govern inmate communication.

Question 3

Which of the following is a primary goal of using active listening techniques when interacting with an agitated inmate?

Accepted Answer

To identify the emotional state and rational needs that are driving the inmate's behavior.

Answer

To gather enough information to write a detailed and accurate disciplinary report.

Answer

To win the argument and demonstrate that the facility's rules are correct.

Answer

To distract the inmate with conversation long enough for a response team to arrive.

Question 4

An officer is speaking with an inmate who is becoming increasingly tense. The officer maintains a position at a slight angle to the inmate, keeps their hands open and visible, and ensures a safe distance. This deliberate use of body language is a key component of:

Accepted Answer

Non-verbal de-escalation designed to appear non-threatening.

Answer

A passive stance indicating the officer is not taking the situation seriously.

Answer

An aggressive posture intended to intimidate the inmate into compliance.

Answer

A preliminary step required before any verbal communication can begin.

Question 5

The 'Crisis Curve' or 'Escalation Cycle' is a model used to understand the stages of a crisis. Immediately after an individual reaches the 'Peak' or 'Explosion' phase, they typically enter which phase?

Accepted Answer

De-escalation

Answer

Agitation

Answer

Trigger

Answer

Recovery

Question 6

When attempting to de-escalate a verbally aggressive inmate who is angry about a decision, which of the following is an action an officer should AVOID?

Accepted Answer

Bringing up the inmate's past rule violations and negative behavior.

Answer

Allowing the inmate to vent their frustration within safe and reasonable limits.

Answer

Setting clear, respectful, and reasonable limits on the inmate's behavior.

Answer

Using 'I' statements to communicate the officer's perspective without blaming.