Communication between staff and offenders determines whether supervision will be a constant struggle that is unpleasant and unproductive or a partnership that can produce enormous change and pride. What, when, where and how staff speaks to offenders, and the example staff sets by their own behavior, are perhaps the most powerful ingredients in positive offender outcomes.

In the traditional roles of "law enforcers" or "social workers," staff interaction with offenders was viewed either as a pure attempt to monitor obligations or to make referrals to rehabilitative programs. Under the behavior management model, staff-offender communication is a tool to advance offenders' movement through the stages of change. Beginning with the intake interview and initial assessment, and continuing throughout the period of supervision, communication is a tireless effort to gather information on offenders' attitudes and actions. Timely, accurate and complete information is essential to create the supervision plan and track offenders' progress so any necessary changes in the plan, to sanctions or services, can be made. Human communication is and always will be an art, not a science. But research and experience have identified several communication tools or strategies that are especially effective, and work well with offenders. They involve structured interviews in controlled settings, the use of motivational interviewing techniques, "rolling" with resistance, and the avoidance of argument.