Tactical Communication Techniques

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Tactical Communication Techniques

• AKA
• Verbal Judo

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Verbal Judo

• The mastery of communication by redirecting
  behavior with words.

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Verbal JudoThe martial arts of the mind and
mouth

• Professional use of language
• Use of words to achieve professional objectives
• Skillful communication that is on target.

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This consists of

• Redirection rather than resistance (not
  confrontational)
• Maximum efficiency and and maximum effectiveness
  with minimum effort.
• Mastery through adaptation.

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Goals

• Number 1 Goal
• INCREASE YOUR SAFETY!

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If what you are doing isnt good for your
safety...
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It isnt good, PERIOD!!!
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Goal 2

• Enhanced Professionalism

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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

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An Important Point!
We are not in the business of changing attitudes
or beliefs.
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How to handle verbal abuse

• Natural Reaction
• Confrontation
• If it feels goodNo Good!
• Studied Response
• Deflection Redirection

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The Communication Process
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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.

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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

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Deflection Techniques work like a Springboard
Springboard
Professional Purpose
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Every Word...

• Every word following but in the verbal
  deflectors should direct a goal and must be
  professional language.

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RE spect vs. Respect

• Respect is high or special regard for someone .
• RE spect is always treating others as you would
  want to be treated in identical conditions.

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You dont have to Respect the citizens that you
contact. But you do have to give them RE spect!
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How you conduct yourself...

• Directly reflects on your Agency, as well as your
  co-workers
• And you!

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The EGO
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The more EGO involved

• The less professional power

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The less EGO involved

• The greater the professional power.

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Communication

• Talking is only one part of the communication
  process.
• For most people, listening is nothing more than
• waiting to interrupt!

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Street truth 1

• People rarely (if ever) say what they mean!

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Communication from the receivers point of view.

• Being right does not convince anyone!

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The important thing to remember is HOW YOU SAY
SOMETHING IS MUCH MORE IMPORTANT THAN WHAT YOU
SAY!!!
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The Art Of Translation
For you translation means taking the meaning in
your head and putting it in someone elses!
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Remember, anybody can make someone mad. The
mark of a professional is being able to calm
someone down.
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Citizens have a point of view.

• Whether right, wrong or unjust.

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You dont have to agree with anything they say...
You simply have to understand their perspectives!
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An important point!

• In order to get people to go where you want you
  must first understand where they are.

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Safe Escape

• Sometimes, despite our best efforts, we will not
  be able to defuse the aggressor.
• In these instances, we need to know how to safely
  disengage.

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A Plan of Action

• Few things beat a good plan!

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Trust Your Intuition

• Recognize and respect your intuition. Dont
  ignore or dismiss it.
• Just dont follow it blindly!

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Things to consider

• Plan an escape route
• Office configuration
• You-closest to the door
• Aggressor-greatest distance from the door.
• Pre-select individual placement

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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?

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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 the call for help
• Discreetly

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While Waiting for Help

• If it is possible
• RUN!!!