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Communication and De-escalation Flashcards

7 cards from real BSCC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Communication and De-escalation flashcards as text

  1. When an incarcerated person begins raising their voice and pacing during a conversation, what is the FIRST de-escalation step a correctional officer should take?

    Answer: Acknowledge the person's emotional state and lower your own voice

    Acknowledging emotions and modeling calm vocal tone helps reduce physiological arousal and signals the officer is not a threat.

  2. Which communication technique involves repeating back what someone said in your own words to confirm understanding?

    Answer: Paraphrasing

    Paraphrasing demonstrates active listening and helps clarify whether both parties share the same understanding.

  3. A culturally competent officer recognizes that eye contact norms vary by culture. When an individual avoids eye contact, the officer should:

    Answer: Consider it may reflect cultural respect norms and adjust expectations

    In many cultures, avoiding direct eye contact is a sign of respect, not deception or non-compliance.

  4. The 'LEAPS' de-escalation model includes Listen, Empathize, Ask, Paraphrase, and:

    Answer: Summarize

    LEAPS stands for Listen, Empathize, Ask, Paraphrase, and Summarize — a structured verbal de-escalation framework.

  5. An officer is mediating a dispute between two cellmates. Which approach best supports resolution?

    Answer: Allow each person to speak without interruption, then identify shared interests

    Allowing each party to be heard and focusing on shared interests rather than positions is the foundation of effective conflict mediation.

  6. Which statement BEST describes the role of tone of voice in correctional communication?

    Answer: Tone conveys attitude and can escalate or de-escalate a situation independently of word choice

    Research shows tone of voice carries significant emotional meaning and can escalate tension even when words are neutral.

  7. When using open-ended questions during a crisis conversation, an officer aims to:

    Answer: Encourage the individual to elaborate and feel heard

    Open-ended questions invite dialogue, reduce defensiveness, and help the officer gather information while building rapport.