The ability of jail officers to establish good relations with inmates will make the officers' jobs easier and safer. Inmates often resent officers because they represent part of the 'system.' It is recommended that inmates should be called by their last names or as 'Mr. Jones' or 'Ms. Jones.' The importance of officers keeping the lines of communication open is explained, particularly concerning the ability to discern possible problems in the cell block. Using examples of conversations between inmates and officers, the program provides some suggestions for listening and for responding to inmates' remarks and problems. Officers should encourage inmates to verbalize their feelings, should not make snap judgments about inmates, and should show genuine concern for inmates' problems. When officers find out what is really bothering inmates, they can act as brokers between inmates and the outside world to get appropriae help, such as social services for inmates' families. The main point is that officers should learn to deal with inmates' problems before they become dangerous situations for the jail. A guidebook, slides, and an audiocassette are provided. For other programs in this series, see NCJ 74296 and NCJ 74298-74301.