Conflict and Crisis Management

Performance Outcome 5.4.

Identify conflict management and crisis intervention procedures.

Training Objective Related to 5.4.

1. Given a written exercise, identify the importance of conflict management and crisis intervention.

2. Given a written exercise, identify the factors that contribute to a conflict and/or crisis.

3. Given audio/visual practical scenario, describe actions that could reduce tension and reduce the probability of conflict/crisis situations.

4. Given a practical exercise, identify conflict management and crisis intervention skills in role-play exercises.

5. Given a written exercise, identify available resources within the institution for inmate assistance.

Criteria: The noncustodial employee shall be tested on the following:

5.4.1. Identify conflict management and crisis intervention.

5.4.2. Identify use of physical force requirements and/or procedures.

5.4.3. Demonstrate techniques to reduce tensions.      

5.4.4. Identify prevention and intervention procedures.

5.4.5. Identify safety precautions.

5.4.6. Identify referral services and assistance.

5.4.7. Identify reporting and documentation.   

Lesson Plan Guide: The lesson plan shall include the following:

1. Identify and explain the importance of conflict management and crisis intervention.

2. Identify and describe the factors that contribute to a conflict and/or crisis.

3. Identify verbal and non-verbal interactions between the noncustodial employee and inmate(s); and description of actions that would reduce tension and the probability of conflict/crisis situations.

4. Identify an inmate’s verbal and non-verbal communication and how it may prevent or reduce the number and intensity of conflict/crisis situations.

5. Identify conflict management and crisis intervention skills in role-play exercises.

6. Identify available resources and referral services within the institution for inmate assistance and state the limitations of each.

7. Identify the requirements for use of physical force according to procedures.

Performance Outcome 5.5.

Recognize inmate abnormal and/or unusual behavior.

Training Objective Related to 5.5.

1. Given a written exercise, identify information which is of critical interest to other officers’ areas of responsibility and factors that determine the degree of urgency.

2. Given a written exercise, identify how stress affects the emotional intensity of the situation.

3. Given a written exercise, identify non-verbal indicators of a stressful or emotionally intense situation.

4. Given a written exercise, identify a synopsis of events that may occur during a shift and how to effectively communicate key information.

5. Given a written exercise, identify safety procedures.         

Criteria: The noncustodial employee shall be tested on the following:

5.5.1. Identify abnormal and/or unusual behavior procedures.

5.5.2. Identify the factors affecting abnormal and/or unusual behavior.

5.5.3. Identify the degree of urgency.

5.5.4. Identify effective communication skills and demonstrate the ability to relay key information to other staff/supervisor.

5.5.5. Identify safety procedures.                    

Lesson Plan Guide: The lesson plan shall include the following:

1. Identify information that is of critical interest to other officers’ areas of responsibility.

2. Identify how stress affects the emotional intensity of the situation.

3. Identify non-verbal indicators of a stressful or emotionally intense situation.

4. Identify key events that may occur during a shift and how to effectively communicate information.

5. Identify safety procedures.

6. Identify the degree of urgency.

Performance Outcome 5.6.

Use discipline in a consistent, positive and effective manner.

Training Objective Related to 5.6.

1. Given written and practical exercises, list the elements of positive discipline and progressive discipline.

2. Given a practical exercise, role-play situations, incidents or conflicts, determine facts, attempt resolution, and identify appropriate charges, if any.   

Criteria: The noncustodial employee shall be tested on the following:

5.6.1. Identify discipline skills:

5.6.1.1. Consistent

5.6.1.2. Positive

5.6.1.3. Effective manner

5.6.2. Identify resolution skills.

5.6.3. Identify discipline procedures. 

Lesson Plan Guide: The lesson plan shall include the following:

1. Identify the elements of positive discipline and progressive discipline.

2. Identify the skills necessary to use discipline in a consistent, positive, and effective manner by enforcing rules and procedures.