In summary, complaint and disciplinary procedures are seen as ineffective, unfair and nontransparent, and thus may not serve as optimal tools to respond to instances of inter-prisoner violence or ill-treatment at the hands of prison staff. Section V. Channels of communication One issue that typically falls short of due consideration and which directly impacts all the above-mentioned concerns, refers to the channels of communication that are established between prisoners and prison management. Firstly, this relates to the communication channels within the management structures themselves and secondly, those between prison staff and prisoners. As noted by the CPT standards, “[t]he development of constructive and positive relations between prison staff and prisoners will not only reduce the risk of ill-treatment but also enhance control and security”.51 On the subject of communication, over the years each prison has developed different mechanisms and habits. While some prison directors conduct daily staff meetings, others direct messages and orders through chains of command. This again greatly depends on the size of the prison, but more importantly, on the individual style of the respective prison director. 1. Communication within prison personnel structures The relationship between the prison directors and their staff is of key importance. In some prisons, for example in Sarajevo, prison staff work under difficult conditions, restrained by understaffing and a lack of space. Such working conditions can at least be alleviated by the establishment of an effective and continuous dialogue between prison management and staff. It was observed that a cohesive appearance of prison staff is of paramount importance, and is seen to reduce potential conflicts and outbursts of violence between prison staff and prisoners, as well as between prisoners themselves. It was found that the manifestation of a divided prison management negatively reflects on the relationship between staff and inmates, as the authority of some prison personnel will inevitably be undermined. 2. Channels of communication with prisoners Constant dialogue with prisoners is one effective way to decrease levels of violence and tensions. Likewise, recourse to disciplinary action is less likely to be needed if effective communication channels are in place, which work towards pre-emptively de-escalating potential troubles. In general, two different management styles were observed. Some prison directors enable prisoners to address them directly, whereas others maintain a strict chain of communication. As examples of the former, some prison directors are in direct contact with prisoners on a weekly basis including weekly visits to the majority of prisoners’ cells or rooms, thereby hoping to display an openness to communicate and encourage feedback. Other prison directors are in favour of maintaining strict chains of command, and do not make attempts to interact directly with prisoners. Further, these directors believe that any other approach undermines the authority of the staff, as it enables prisoners to completely bypass staff and directly complain to the prison director. 51 See above footnote 13. 18