svc revised 090315 two hour presentation … conflict is inevitable, tell everybody why!! don’t...
TRANSCRIPT
Surviving Verbal Con0lict “What Every Public Safety Professional Needs
to Know About Verbal De-‐escalation”
Two-Hour PresentationChief Harry P. Dolan, (Ret.)
3
Goal of “Surviving Verbal Conflict” Training
• Provide Public Safety Professionals’ with Expanded Verbal De-‐escalaAon Tools to Help Save their Careers
• Enhance Officer and Community Safety • Improve relaAonships Between the Police and the Community they Serve
• Lower Use of Force Incidents & CiAzen Complaints • Honor the Proud TradiAon of the Police as Community “Guardians of the Peace”
} Verbal Conflict is Inevitable, Tell Everybody WHY!
} Don’t Let The Training Tape Run Out! & Human Universals
} Guardians of the Peace Concept & Subject Controls Covered Today
} Safety First, Traffic Stop Example, & Police Legitimacy
} Human Universals and Identifying the Warning Signs that Verbal
Conflict is About to lead to a Career Altering Consequence
} Language of The Street Fallacy & Uniform Courage
} Different Cultures and Three Kinds of People
} Rhetoric- Aristotle’s Art of Persuasion (6 Action Steps)
} Role of Hypervigilance in Verbal Conflict
} The Verbal Contact & Cover Principle, “The Bystander Effect” &
Section IUnderstanding The Inevitability of Verbal Conflict
Verbal Conflict is INEVITABLE
Want to improve morale at home or work?
& Tell Them’ Why !
Explain the rationale for your decision, practice or policy!
‘The genius of this naAon is not in the least to be compared with that of the Prussians, Austrians, or French. You say to your
[European] soldier, “Do this,” and he doeth it, but I am obliged to say, “This is the reason why you ought to do that,” and he does it.’”
-‐ Friedrich “Baron” Von Steuben
“Guardians of the Peace”
“Guardians of the Peace”“I am a guardian of the peace. Where I
walk there will be peace. If I am called
to restore peace, I will Girst use my
professional presence as persuasion.
When I meet resistance I will, when
feasible, use my verbal skills of
persuasion to restore the peace. If verbal
persuasion is rendered ineffective by the
resistance I encounter, I will then
employ my physical skills of persuasion
to restore peace. This is what we are
called to do.”
-‐ Chief Harry P. Dolan, (Ret.)
White supremacy groups including Ku Klux Klan are met by protesters at South Carolina State House
South Carolina's director of public safety, Leroy Smith,
helps a man wearing a NaAonal Socialist Movement T-‐shirt up the stairs at Saturday's rally a^er it appeared he was suffering from heat exhausAon
-‐July 2015
Subject Control Options Discussed During This Presentation
• Presence- Form of psychological force established through the officers presence and demeanor at the scene.
• Verbal Direction/Control- Verbiage utilized by an officer to control or de-escalate a situation
Not The Focus of this Presentation
• Physical Control • Aerosol/ Chemical Agent • Electronic Control Device • Intermediate Weapons • Canine • Deadly Force
• Attack
• When Officer/Citizen Safety is Threatened
• Confirmed Non-Compliance
Officer/Citizen Safety First When to Take Action
Pistol-whipped detective says he didn't shoot attacker because of headlines
Traffic Stop Demonstration
Forecasting Future Behavior
SC Trooper Arrested Shooting Unarmed Man
Police LegitimacyVoluntary compliance with the law is gained more through a
person’s perception of government/police legitimacy than fear of sanctions for non-‐compliance. The three elements of legitimacy
are: *
• Respect (People who are asked to obey authority have to feel like they have a voice-‐-‐that if they speak up, they will be heard. Second, the law has to be predictable.)
•Fairness (Authority has to be fair, it can't treat one group differently from another)
•Trustworthy (There has to be a reasonable expectation that the rules tomorrow are going to be roughly the same as the rules today)
* Malcolm Gladwell, David and Goliath: Underdogs, MisGits and the Art of Battling Giants. Gladwell cites Yale psychology professor Tom Tyler, author of Why People Obey the Law.
Peel Principle #3
“Police must secure the willing co-‐operation of the public in voluntary observance of the law to be able to secure and maintain the
respect of the public.”
STUDY RAISES QUESTIONS ABOUT RED-LIGHT CAMERAS
By Jim Turner, The News Service of Florida // February 11, 2014 http://spacecoastdaily.com/2014/02/study-raises-questions-about-red-light-cameras/
Tulsa reserve deputy charged in death of man in gun bust
Tulsa Deputy Taunting Wounded Suspect CNN
Family: “Perhaps the most disturbing aspect of all of this was the inhumane and malicious
treatment after he was shot”
Community Legitimacy From the Beat Cop Perspective
• Respect
• Fairness
• Trustworthy
5 Universal Truths
1. All people want to be treated with dignity and respect. 2. All people want to be asked rather than being told to do
something. 3. All people want to be told why they are being asked to do
something. 4. All people want to be to be given options rather than
threats. 5. All people want a second chance.
According to Dr. George Thompson, instead of focusing on
how people are different, we should focus on how people are the same.
Exercise
What is the first warning sign that a team member is about to become involved in a verbal conflict? ________________________________________________________________________________________________________________________________________________
Warning signs that verbal con0lict is about to
lead to a career altering Consequence
• “Self Referential Language” (Resume’)
• “I don’t get paid to take this ___!”
• “I don’t have time for this______!”
• “Did you hear what he/she said to me?”
• “_____________ See-saw”
• “Do you want to go to jail?”
Being president is like being a jackass in a hailstorm. There’s nothing to do but to
stand there and take it.
-LYNDON B. JOHNSON
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Why can’t people just act more like me?
“The language of the Street Fallacy”
Avoid Inflating People With Adrenaline!
NYPD investigating video of cop unleashing xenophobic rant on Uber
driver
Uniform Courage &
Officer “I don’t have time for this crap” is on scene
“Rudeness is the weak man’s imitation of strength.” - Eric Hoffer
“When you speak the words that rise readily to your lips, you create the greatest speech you’ll ever live to
regret!”
-‐Dr. George Thompson, Ph.D.
} Different Cultures and Three Kinds of People
} Rhetoric- Aristotle’s Art of Persuasion (6 Action Steps)
} Role of Hypervigilance in Verbal Conflict
} “Just How Important is this” & “Two Blocks and Make a Right”
} The Verbal Contact & Cover Principle, “The Bystander Effect” & Invoking
the “No Instigator Rule” in Public Safety
} Avoiding The Rope-A-Dope Syndrome
Section II How the Great Communicators Use Persuasion to Deflect Verbal Abuse and Achieve Compliance, (Most of the Time)
There are many different cultures in the WORLD
However, Let’s Focus on Three Kinds of People
Three Kinds of People
Agreeable
Challenging
Manipulator
Rhetoric-‐ Aristotle’s Art of Persuasion The art of using speech to persuade
Ethos/Credibility (Ethical Appeal) Speaker’s authority, credibility, respect, fairness, and believability (Makes a good impression)
Logos (logical Appeal) Persuading by the use of reasoning, facts used to support a position
Pathos (Persuasive/Emotional Appeal) Appeals to a person’s sense of identity, self-‐interest, and emotions
Rhetorical Triangle Rhetoric-‐ Aristotle’s Art of Persuasion The art of using speech to persuade
Give Options Pathos (Persuasive Appeal) Appeals to a person’s sense of identity, values, self-‐interest,
and emotions.
Meet & Greet Ethos/Credibility (Ethical
Appeal) Speaker’s authority, credibility,
trustworthy, respect, fairness, and believability
Tell Them Why Logos (logical Appeal) Persuading by the use of
reasoning, facts used to support a position. Most important of all
appeals
ETHOS
LOGOS
PATHOS
According to Aristotle there are three perquisites that are necessary to appear
credible:• Competence
• Good Intention
• Emphathy
6 Specific Action Steps to Consider when Confronting Verbal Abuse & Resistance
- Moving beyond: “Ask, Tell, Make”
1. Meet and Greet 2. Ask 3. WHY (Set Context) 4. Give Options 5. Confirm Noncompliance 6. Act – Disengage and/or Escalate
Note: Derived from Dr. George Thompson’s “5 Step Approach”
6 Specific Action Steps to Consider when Meeting Verbal Abuse & Resistance
Ask
Tell Them Why
Give Options
Confirm Non
Compliance
ACT or Disengage
Command = Ps Face
Positive/ Negative “W.I.I.F.M.”
______ ____ ____ ______ ______
Significance of “Because”
Meet & Greet
Resistance
Find Common Ground
Deflection
UnderstandingThe Role of Hypervigilance in Verbal Conflict
Emotional Survival “Bullshit & Assholes”
Hypervigilance
The condition of maintaining an abnormal awareness of environmental stimuli
-Merriam-Webster Dictionaries
The Hypervigilance Roller-‐Coaster Produces Cops who are Emotionally
Over-‐Invested at Work, and Emotionally Under-‐Invested at Home
Kevin Gilmartin, Ph.D., "Hypervigilance: A Learned Perceptual Set and Its Consequences on Police Stress," http://emotionalsurvival.com/hypervigilance.htm
Mississippi Cops Angry As City Forces Them To Learn a Few Spanish Phrases
Police officers in Jackson, Mississippi are not too happy about a new requirement that they learn Spanish to be able to communicate with immigrants whose English has limitations.
http://countercurrentnews.com/2015/02/mississippi-cops-angry-as-city-forces-them-to-learn-a-few-spanish-phrases/
Perceptual state regards everything at work as potentially life threatening increasingly
unable to socialize with non-police
Seattle Police Warily Learn to De-escalate The New York Times June 27th, 2015
The Fundamental QuesAon the Veteran Always Asks Themselves
“Just how important is this?”
Sgt.. James S. Dolan, (Ret.) N.Y.P.D. Jack Ryan, Attorney
“Acts of Omission” (Officers rationalize and justify not doing things they are
responsible for doing)
Baltimore Gets Bloodier as Arrests Drop Post-Freddie Gray
Baltimore records deadliest month in more than 40 years
“Don’t Bring People who Verbally Assault you at Work Home for
Dinner”
“Two Blocks Make a Right”
60
61
Emotional survivors are good public safety professionals.
They are also good golfers, good bike riders, good
fishermen, good football coaches, good spouses, and good parents.
They are multi-dimensional people.
-Dr. Kevin Gilmartin
Don’t be a victim!
Continuum of compromise
“The Verbal Contact & Cover Principle”
Groupthink
EXCLUSIVE: Bronx prosecutors under firefor posing with gang signs in holiday photo
66
67
Verbal Contact & Cover Principle
•“The Bystander Effect”
• “Pluralistic Ignorance” and Catherine Genovese
•“Sergeant Coffee wants to talk with you”
“The Bystander Effect”
69
Rodney King
Rodney King
Invoking the “No Ins4gator Rule” in Public Safety
Natural Language
vs. Professional Language
Communication Skill Tip from Deputy Barney Fife
Avoiding “The Rope-‐A-‐Dope Syndrome”
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Rope-‐a-‐Dope
Hammond Indiana police accused of excessive force in traffic stop
Django Unchained actress Detained LAPD
11/10/2014 'Django Unchained' actress, boyfriend charged with lewd conduct - LA Times
http://www.latimes.com/local/lanow/la-me-ln-daniele-watts-charged-lewd-conduct-20141021-story.html 1/18
'Django Unchained' actress, boyfriend charged
with lewd conduct
By RICHARD WINTON, KATE MATHER
OCTOBER 21, 2014, 9:07 PM
A "Django Unchained" actress and her boyfriend who accused Los Angeles police ofunjustly handcuffing her last month in Studio City have been charged with lewdconduct in connection with the incident.
Daniele L. Watts and Brian James Lucas drew national headlines after the couple alleged they weremistreated because Watts is black and Lucas is white.
Los Angeles police said officers responded Sept. 11 to a call about a couple having sex in a car. Thedepartment said Watts and Lucas matched the description of the couple.
Watts was briefly detained as officers asked for identification, but she was released. The LAPDinitially said that “it was determined that no crime had been committed.”
Actress Daniele Watts and Brian Lucas talk with KABCTV in Los Angeles on Sept. 14. They've been charged with lewdconduct stemming from the Sept. 11 incident. (Associated Press)
Civil rights leaders demand Daniele Watts, ‘Django Unchained’ actress, apologize for
using race card with LAPD
} Reason vs. Persuasion
} Professional Meet & Greet Basics
} The Great Communicators Keys to Success
} Deflection & Redirection
} “Let me Start Over”, “Time Out” , & “Single Voice”
} “Chief Dolan’s 24 Hour Rule” & “TUI”
} Applying the “FAA Sterile Cockpit Rule” in the Field
} Sgt. Jim Dolan’s “Dust ‘em off Rule”
Section IIIHow the Great Communicators Deflect Verbal Abuse
Verbal Abuse Deflection AKA “Rope-a-dope Deflection”
Reason vs. Persuasion
Meet & Greet Basics
Meet & Greet Basics
1. Meet & Greet with Reason 2. Identify Yourself 4. Ask a Relevant Question, if needed 5. Ask for name / identification, if needed 6. Close Appropriately
Citizen expectations of policetraffic stop behavior
Richard R. JohnsonUniversity of Cincinnati, Fairfield, Ohio, USA (2004)
Tyler (2001a) surveyed citizens in a number of neighborhoods in Chicago, Oakland, and Los Angeles about their compliance with the law and their attitudes towards the police. He found that citizens rarely based their opinions of the police on the effectiveness of the police at solving crimes. Rather, citizens indicated that they were most strongly influenced by their perceptions of how the police treated people.
The more a citizen believed that the police treat people with dignity and fairness the more likely the citizen was to have a positive attitude about the whole criminal justice system. Sex, race, and socioeconomic status had no significant impact on this result;the desire for procedural justice appeared to be equally shared across all subgroups of the population (Tyler, 2001a).
Why do people verbally assault you?
Fundamental Rule of Verbal De-‐escalation:
“Don’t Debate When You Want to De-‐escalate”
“Duck the Natural Tendency to Fill People with Adrenaline”
HELP FEAR
VIOLATED MY STUFF
TIME
MEANING
RESPOND To The Meaning, Never REACT To The Words.
Listen (Gather Intelligence)
Empathize (See the world through the eyes of the other)
Find Common Ground (I see where your coming from)
Deflect Verbal Abuse Don’t debate (Respond to the meaning not the words)
Provide Op4ons (Confirm non-‐compliance & paraphrase before acBng or disengaging)
WORDSWORDS
The Great Communicators Keys to Success
• “I ‘preciate that, however . . .”
• “I understan’ that, however . . .”
• “I hear that, however. . .”
• “I got that, however . . .”
• “I’m sorry you feel that way, however . . .”.
Note: Combination Phrases Work Best
DeflecAon & RedirecAon
Combination Deflectors
• I hear what you are saying, and I got that, however….
• I understand that you are angry, and I might be too under the same circumstances, however….
• I hear that, and I’m listening, however… • I can see you are upset, and I’m sorry you feel that
way, however… • It seems that way, and I agree it’s difficult,
however…
• You are a “Guardian of the Peace”
• Avoid the “The Rope-‐A-‐Dope Syndrome”
I hear that, However P L
Reasons To Use DeflecAon Techniques
• It Disempowers the Other • It Sounds Good!
Avoid the “Rope A
Dope Boxing Ring”!
ONE VOICE!!!!!
“Let Me Start Over”
Concept
(REWIND)
Chief Dolan’s 24 Hour Rule
“TUI”
“Talking, texting, or typing under the inGluence of anxiety, rage, grief, or
intoxicating substance”
TAKE A NOTE!
Detroit prosecutor resigns after saying Baltimore rioters should be shot
Detroit prosecutor resigns after saying Baltimore rioters should be shot
“Sterile Cockpit Rule”
It’s Time For Public Safety Professionals To Consider “The Sterile Cockpit Rule”
Delta Flight 1141The morning of August 31, 1988
The crew never configured the flaps for takeoff!
Sgt. Dolan’s “Dust ‘em Off Rule”
“Pick ’em up, dust ’em off and send ’em back on their way”
You Absolutely Cannot Verbally De-escalate Everybody
Manage the “Crime Scene Social”
Manage the “Crime Scene Social”
Section VReview Presentation Take-A-Ways & Closing Comments
"The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than
facts. It is more important than the past, than education, than money, than circumstances, than
failures, than successes, than what other people think or say or do. It is more important than appearance,
giftedness, or skill. It will make or break a company ... a church ... a home. The remarkable thing is we have
a choice every day regarding the attitude we will embrace for that day. We cannot change the
inevitable. The only thing we can do is play on the one string we have, and that is our attitude ... I am
convinced that life is 10% what happens to me, and 90% how I react to it. And so it is with you ... we are in
charge of our Attitudes." Charles Swindoll
Sir Robert Peel,The Founder of Modern Policing
NINE PRINCIPLES
1. The basic mission for which the police exist is to prevent crime and disorder.
2. The ability of the police to perform their duAes is dependent upon public approval of police acAons.
3. Police must secure the willing co-‐operaAon of the public in voluntary observance of the law to be able to secure and maintain the respect of the public.
4. The degree of co-‐operaAon of the public that can be secured diminishes proporAonately to the necessity of the use of physical force.
5. Police seek and preserve public favour not by catering public opinion but by constantly demonstraAng absolute imparAal service to the law.
Sir Robert Peel,The Founder of Modern Policing
NINE PRINCIPLES
6. Police use physical force to the extent necessary to secure observance of the law or to restore order only when the exercise of persuasion, advice and warning is found to be insufficient.
7. Police, at all Ames, should maintain a relaAonship with the public that gives reality to the historic tradiAon that the police are the public and the public are the police; the police being only members of the public who are paid to give full-‐Ame aoenAon to duAes which are incumbent on every ciAzen in the interests of community welfare and existence.
8. Police should always direct their acAon strictly towards their funcAons and never appear to usurp the powers of the judiciary.
9. The test of police efficiency is the absence of crime and disorder, not the visible evidence of police acAon in dealing with it.
ReferencesMalcolm Gladwell, David and Goliath: Underdogs, Misfits and the Art of BaOling Giants. Gladwell cites Yale psychology professor Tom Tyler, author of Why People Obey the Law.
Thompson, G. J., & Jenkins, J. B. (1993). Verbal judo: the genBle art of persuasion. New York, NY: William Morrow and Company. GilmarAn, K. M. (2002). EmoAonal survival guide for law enforcement: a guide for officers and their families. Tucson, AZ: E-‐S Press.
Darley, J. M., & Latane, B. (1968). Bystander intervenAon in emergencies: diffusion of responsibility. Journal of Personality and Social Psychology, 8, 377-‐383.
Turner, M. E., & Pratkanis, A. R. (1998). Twenty-‐five years of groupthink theory and research: l lessons from the evaluaAon of a theory. OrganizaBonal Behavior and Human Decision Processes, 73, 105-‐115.
PrenAce, D. A., & Miller, D. T. (1993). PluralisAc ignorance and alcohol use on campus: some consequences of misperceiving the social norm. Journal of Personality and Social Psychology, 64, 243-‐256.
Cook, K. (2014). KiOy Genovese: the murder, the bystanders, the crime that changed America. New York, NY: W. W. Norton & Company.
Hauser, T. (1992). Muhammad Ali: his life and Bmes. New York, NY: Simon & Schuster.