tactical communication techniques
TRANSCRIPT
-
8/13/2019 Tactical Communication Techniques
1/38
Tactical Communication
Techniques
AKA:
Verbal Judo
-
8/13/2019 Tactical Communication Techniques
2/38
Verbal Judo
The mastery of communication
by redirecting behavior with
words.
-
8/13/2019 Tactical Communication Techniques
3/38
Verbal Judo
The martial arts of the
mind and mouth
Professional use of languageUse of words to achieve
professional objectives
Skillful communication that ison target.
-
8/13/2019 Tactical Communication Techniques
4/38
This consists of
Redirection rather than
resistance (not confrontational)
Maximum efficiency and and
maximum effectiveness with
minimum effort.
Mastery through adaptation.
-
8/13/2019 Tactical Communication Techniques
5/38
Goals
Number #1 Goal
INCREASE YOUR SAFETY!
-
8/13/2019 Tactical Communication Techniques
6/38
If what you are doing
isnt good for yoursafety...
-
8/13/2019 Tactical Communication Techniques
7/38
It isnt good, PERIOD!!!
-
8/13/2019 Tactical Communication Techniques
8/38
Goal #2
Enhanced Professionalism
-
8/13/2019 Tactical Communication Techniques
9/38
Principles for Dealing
with Difficult People
Treat the individual with
respect
Let the individuals attitude drift
like boat down the stream,
concentrate on the individuals
behavior
-
8/13/2019 Tactical Communication Techniques
10/38
An Important Point!
We are not in the business of
changing attitudes or beliefs.
-
8/13/2019 Tactical Communication Techniques
11/38
How to handle verbal
abuse
Natural ReactionConfrontation
If it feels goodNo Good!
Studied ResponseDeflection & Redirection
-
8/13/2019 Tactical Communication Techniques
12/38
The Communication
Process
Words7VoiceTone38
BodyLanguage
55
-
8/13/2019 Tactical Communication Techniques
13/38
The deflection principle
If man throw spear at head,
move head then you are not hurt
and the man is disarmed!
If name calling doesnt evoke
the desired response, usually
the person will quit.
-
8/13/2019 Tactical Communication Techniques
14/38
Deflection Techniques
preciate it, but
I understand that, but
Oh yes, but
I hear that, but
I got that, but
I believe that, but
Bad data,but
Its that way,but
-
8/13/2019 Tactical Communication Techniques
15/38
Deflection Techniques
work like a Springboard
Springboard
-
8/13/2019 Tactical Communication Techniques
16/38
Every Word...
Every word following but in
the verbal deflectors should
direct a goal and must be
professional language.
-
8/13/2019 Tactical Communication Techniques
17/38
RE spect vs. Respect
Respect is high or specialregard for someone .
RE spect is always treating
others as you would want to betreated in identical conditions.
-
8/13/2019 Tactical Communication Techniques
18/38
You dont have to Respect the
citizens that you contact. Butyou do have to give them
RE spect!
-
8/13/2019 Tactical Communication Techniques
19/38
How you conduct
yourself...
Directly reflects on your
Agency, as well as your co-
workers
And you!
-
8/13/2019 Tactical Communication Techniques
20/38
The EGO
-
8/13/2019 Tactical Communication Techniques
21/38
The more EGO involved
The less professional power
-
8/13/2019 Tactical Communication Techniques
22/38
The less EGO involved
The greater the professional
power.
-
8/13/2019 Tactical Communication Techniques
23/38
Communication
Talking is only one part of thecommunication process.
For most people, listening is
nothing more thanwaiting to interrupt!
-
8/13/2019 Tactical Communication Techniques
24/38
Street truth #1
People rarely (if ever) say what
they mean!
-
8/13/2019 Tactical Communication Techniques
25/38
Communication from the
receivers point of view.
Being right does not convince
anyone!
-
8/13/2019 Tactical Communication Techniques
26/38
The important thing to
remember is:
HOW YOU SAY SOMETHINGIS MUCH MORE IMPORTANT
THAN WHAT YOU SAY!!!
-
8/13/2019 Tactical Communication Techniques
27/38
The Art Of Translation
For you translation means taking
the meaning in your head and
putting it in someone elses!
-
8/13/2019 Tactical Communication Techniques
28/38
Remember, anybody can make
someone mad. The mark of a professional
is being able to calm someone down.
-
8/13/2019 Tactical Communication Techniques
29/38
Citizens have a point of
view.
Whether right, wrong or unjust.
Y d t h t
-
8/13/2019 Tactical Communication Techniques
30/38
You dont have to agree
with anything they say...
You simply have to understand their
perspectives!
-
8/13/2019 Tactical Communication Techniques
31/38
An important point!
In order to get people to go
where you want you must first
understand where they are.
-
8/13/2019 Tactical Communication Techniques
32/38
Safe Escape
Sometimes, despite our bestefforts, we will not be able to
defuse the aggressor.
In these instances, we need toknow how to safely disengage.
-
8/13/2019 Tactical Communication Techniques
33/38
A Plan of Action
Few things beat a good plan!
-
8/13/2019 Tactical Communication Techniques
34/38
Trust Your Intuition
Recognize and respect yourintuition. Dont ignore or dismiss
it.
Just dont follow it blindly!
-
8/13/2019 Tactical Communication Techniques
35/38
Things to consider
Plan an escape routeOffice configuration
You-closest to the door
Aggressor-greatest distance from the
door.
Pre-select individual placement
-
8/13/2019 Tactical Communication Techniques
36/38
Formulate an Office Plan
Team Approach
If an individual is starting to
exhibit aggressive tendencies
Call for help
Dont wait until he/she is being violent to
call.
TRUST YOUR INTUITION!
Pre-plan which agency you are going
to call
ISP, BPD, State Capitol Security?
-
8/13/2019 Tactical Communication Techniques
37/38
Calling for Help
If immediate help is needed
Speak plain English
If help may be needed, but there
isnt an immediate threat
Signal a co-worker to make thecall for help
Discreetly
-
8/13/2019 Tactical Communication Techniques
38/38
While Waiting for Help
If it is possible
RUN!!!