Active Listening for Crisis Intervention Det David John

Active Listening for Crisis Intervention. Det. David John Jaramillo Albuquerque Police Department Crisis Negotiation Team

Training and Credentials • • APD’S INTRO/BASIC NEGOTIATIONS FBI PATC’S CERTIFICATION COURSE. CURRENT MEMBER OF APD’S CNT TEAM.

PURPOSE • Give uniformed police officers the tools to deescalate subjects that are in crisis

OBJECTIVES • • • Define crisis What causes people to go into crisis Types of listening Initial contact Arrest and transport authority Tactics and safety when dealing with people in crisis

What is a Crisis? • Subjects ability to cope has been exceeded • Usually precipitated by a life altering/changing occurrence within the last 24 -48 hours • • Divorce Job loss Illness Psychotic Break

Maslow’s Hierarchy of Needs • • • Self Actualization Self-Esteem Love and Belongingness Safety and Security Physiological Needs

Crisis Continued • Crisis Intervention • Short term , time-limited intervention, designed to re-establish a person’s equilibrium and solve an immediate problem.

Crisis EMOTION REASON

Crisis Intervention • Rapport-----Negotiation------Resolution REASON EMOTION

Attributes of a good Communicator • Good Talker Vs. Good Listener • Car Salesman/ Telemarketer • Negotiator

Attributes Cont. • • Patience Confidence Maturity Ability to think outside of the box

Two Levels of Communication • Content – Just the Facts • Emotion – Feeling about the facts

Active Listening • Not only Listening to the subjects words but identifying the emotions and meaning behind them • Active listening is the key element in any successful negotiation/intervention

Seven Active Listening Skills • • Emotion Labeling Open Ended Questions Paraphrasing Effective Pauses Reflecting/Mirroring I statements Minimal Encouragers

Emotion Labeling • Labels the emotion behind what is being said • Example • “There is a dark cloud over me, nothing is fun, and I can’t get a decent nights sleep. ” • It sounds like you are really depressed.

Paraphrasing • Clarifying or rephrasing the speakers words into your own words. • Example • “She is always talking and she doesn’t care what I say” • Sounds like she doesn’t listen to you

Paraphrasing Continued • Example • “I am getting a divorce and I am really afraid that I will never see my kids again. ” • Losing your kids seems to be a huge concern for you.

Effective Pauses • Silence between important thoughts – Silence is very uncomfortable for most people – Gives the speaker the chance to gather their thoughts. – Usually appropriate when something important is said.

Reflecting/Mirroring • Repeating the last few words that were said • Example • “When she talks about taking my retirement I feel really trapped. ” • “Like your trapped” • Voice inflection is very important • Should not be used often

Minimal Encouragers • Lets the speaker know that you are still there • Allows the conversation to continue without interruption • Example – Uh Huh – OK – Really

I Statements • Allows you to tell the speaker how you feel and conveys concern in a non-threatening manner which does not put the subject on the immediate defensive. • Example: – When you say things like that I feel really upset because we were really making some progress

Active Listening Continued • • • Seven Principles Good to start dialogue and gain rapport Good to use when dialogue stalls If you use it too much will sound robotic Aim to have a normal conversation with the subject, allowing them to vent and directing them toward you ultimate goal!

Barriers to Active Listening • • • Arguing Ordering Judging Pacifying Derailing Moralizing

Making Initial Contact • Reduce the amount of external stimulus (sirens, non-essential personal, radio volume) • Introduce yourself using your first name and ask for theirs. • The quicker you can gain some kind of compliance and find common ground. The quicker you will resolve the incident.

Initial Contact Continued • Remember there is not a right or wrong thing to say • People respond differently • You will be judged on how you can recover • A sincere apology is usually the best way to regain rapport. • Encourage positive behavior by saying thank you (remember to take baby steps)

Initial Contact Continued • Remember your non-verbal • Large amounts of communication is done without any words • Posture • Yawning • Laughing • Appearance (Uniform)

What to expect when responding to emotionally disturbed persons. • You will be dispatched to resolve suicide and mental health pick up orders. • Responsible for difficult decisions • Pre-swat – PA’s – First contact

43 -1 -10 Emergency Mental Health Transport • A peace officer may detain and transport a person for emergency mental health evaluation and care in the absence of a legally valid order from the court only if; – 1. Person otherwise subject to arrest – 2. Officer has reasonable grounds to believe that the subject has just attempted suicide – 3. Based on an officers observation and investigation has reasonable grounds to believe that the subject as a result of a mental disorder presents a likelihood of serious harm to himself or others and immediate detention is needed. (grave passive neglect) – 4. C of E

Arrest or Not that is the Question • CIT started as a jail diversion program • Taken too far at times (having mental illness is not a get out of jail free card). – Domestic Violence – Resisting or Obstructing, displaying a propensity to violence – Weapon involved • It is not an either/or question. Jail should mental health services

Documentation • Synopsis should include what part of (43 -1 -10) used. – Example: Based on my investigation and observations I had reason to believe “Joe” posed an imminent threat to himself and or others. • Narrative should describe what you observed – Example: “Joe” told me that he has plans to climb up on the bridge and disable all of the traffic cameras.

Safety and Tactical Considerations

Safety and Tactical Considerations • Hearing Voices • What are the voices telling you • Distance – Giving up ground doesn’t = defeat • Suicide = Suicide by Cop • Pat Downs – Render the subject safe – Reduces exigency increases ability to talk

Tactics and Safety Continued • • Less Lethal Option Cover vs. Concealment Talking behind a Gun Run your belt tape

Conclusion • • Defined Crisis Active Listening Increased confidence on initial contact Tactics and Safety • Det. D. Jaramillo 875 -3518