Written and Verbal Communication
Prison officers communicate in writing (logs, reports, adjudication notes, handover records) and verbally (briefings, de-escalation, giving instructions, speaking to families and professionals). The exam tests clarity, accuracy, tone and fitness for purpose.
Key concepts: audience and purpose (a formal report differs from a log entry or a verbal briefing); objectivity (record facts and observations, not opinions or speculation); structure (who, what, when, where, actions taken, outcome, who was informed); plain English (short sentences, active voice, no jargon); and confidentiality (share information only with those who need it). In verbal scenarios, active listening, checking understanding and clear, calm instructions are the skills assessed.
Traps: writing opinion as fact ('he was aggressive' rather than describing behaviour); including irrelevant detail and omitting the crucial action taken; using ambiguous pronouns ('he told him' - who?); and choosing a response that is technically polite but fails to give a clear instruction or confirm understanding. In multiple-choice items, the best written option is usually specific, factual, chronological and free of judgement.
Worked example. Which log entry is best? (a) 'Prisoner was rude and difficult at unlock.' (b) 'At 08:15 on 3 May, Prisoner A (ref 1234) refused to leave cell 12 when asked by Officer B; I informed the supervisor at 08:20 and he remained in cell.' Option (b) is correct: it is factual, timed, names the action and the escalation. Rule of thumb: if you cannot point to the evidence for a statement, do not write it as fact.