*Features Ralph Packard, Kate Wenner, Norma Gluckstern-Packard
Two of the authors were wardens of major Maryland prisons. Norma Gluckstern's innovative work was featured on "60 Minutes". They show how microskills can be used to train correctional officers in respectful listening, action, and discipline skills. The program includes the following segments: 1. Attending; 2. Questioning; 3. Rephrasing; 4. Identifying emotions; 5. Giving orders; 6. Advising; 7. Threatening punishment; 8. Getting and evaluating information.

*Includes detailed Trainer Guide