verbal judo - njmmanjmma.org/sites/njmma.org/files/documents/verbal judo - 2014... · verbal judo...
TRANSCRIPT
S
Verbal Judo
Summit Police Department
Chief Robert Weck
S
Verbal Judo
Verbal Judo:
• Using one's words to prevent, de-‐escalate, or end an attempted “verbal assault”.
• The Mastery of communication by redirecting behavior with words.
• Provides the foundation for truly effective communication when dealing with the public, especially people in a highly emotional state.
S
Verbal Judo
How to Deal with Verbal Abuse:
Most people deal with verbal abuse in two ways:
* Grin & Bear It *
* Get Sucked Into It * Big Ego = Less Power Small Ego = More Power
Main Objective:
* Generate Voluntary Compliance *
S
Verbal Judo
How to Deal with Verbal Abuse:
Natural Reaction = Confrontation
vs.
Studied Response = DeVlection & Redirection
S
Verbal Judo
Use DeVlection Techniques:
• “I appreciate it, but….” • “I understand that, but….” • “Oh yes, but….” • “I can see you’re upset….” • “I hear that, but….”
S
Verbal Judo
L.E.A.P.S
Listen –project that you are a “listener” • Open
• Hear
• Interpret -‐ Words & Body Language
• Act Accordingly
S
Verbal Judo
L.E.A.P.S
Empathize
• Put yourself in their shoes
• Citizens have a point of view
• Right or Wrong
• Just or Unjust
S
Verbal Judo
L.E.A.P.S
Ask Questions – 5 types
1. Fact Finding – Who, What, Where, Why & How
2. General
3. Direct
4. Leading
5. Opinion Seeking
S
Verbal Judo
L.E.A.P.S
Paraphrase • Single most powerful communication tool.
• Put the other person’s meaning into your words
S
Verbal Judo
L.E.A.P.S
Summarize • Creates decisiveness and authority
• Citizen “hears what you heard from them”
S
Verbal Judo
Tips
• Ask their name and use it often • Don’t tip toe around the issue • Apologize – carefully worded • Computer Mode -‐ if it feels good, its bad • Don’t create stress -‐working people up • “ We Encourage What We Tolerate ”
S
Verbal Judo
Tips
• Talk softly, it makes them work on listening
• Show Appreciation – “shock factor” • Treat others as how you would want to be treated in IDENTICAL circumstances
• The “Push” – What to do? • Don’t take bait – stay in control
S
Verbal Judo
Role Playing Scenarios
Citizen complaining at a registration
Alcohol consumption during an event
DCP project inquiries during another event
Inappropriate behavior & language
Rowdy group – “cut the herd”
S
Verbal Judo
“ It’s just a job – it’s nothing personal “
