New York City DOC Conflict Resolution Practice Test

Opening up communication is the add-on skill because it actively expands the dialogue with inmates. It goes beyond simply listening to invite the inmate to share their perspective, signals that you’re approachable, and uses open-ended questions and reflective listening to create a safe space for conversation. When you open up communication, you reduce defensiveness and encourage the inmate to express thoughts, concerns, and needs more freely, which lays the groundwork for effective problem-solving and cooperation. Getting more information about a situation is about gathering facts, which is important but falls more under information collection than expanding how you communicate. Addressing inmates’ concerns or unmet needs focuses on responding to issues once they’re voiced, rather than the interpersonal move of inviting dialogue. Defusing bad feelings targets de-escalation, a crucial skill, but it’s a technique for reducing tension rather than the specific add-on action of encouraging open conversation.