The film begins with an inmate's description of the varying motivations, behaviors, and categories of inmates, ranging from manipulators to gang members. The film next continues with explanations of the three components of awareness: presence, observing, and listening. The discussion emphasizes and demonstrates the skills involved being visible, confident, and free from distracting mannerisms. It also explains that observing consists of seeing and analyzing what is seen with respect to normal and abnormal appearances; behaviors; and settings in which inmates live, work, and learn or relax. Listening is described as a skill in which the listener suspends judgment, picks out the crucial words and phrases, determines the intensity of the feelings and reflects on the inmate's mood to determine whether or not the inmate's attitude and words can lead to problem behavior. Correctional officers are also advised to distinguish between complaints and demands and to consider the nature of the complaint or demand, as well as the appropriate response.