Tactical Communications ICAT Integrating Communications Assessment and Tactics

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Tactical Communications ICAT: Integrating Communications, Assessment, and Tactics INSERT AGENCY LOGO 1

Tactical Communications INSERT AGENCY LOGO Question to Consider What makes a police officer a good communicator? What attributes must the officer possess? 2

Tactical Communications INSERT AGENCY LOGO Five Universal Truths of Human Interaction People feel the need to be respected People would rather be asked than be told 3. People have a desire to know why 4. People prefer to have options over threats 5. People want to have a second chance 1. 2. Source: Dr. George Thompson, Verbal Judo Institute 3

Tactical Communications INSERT AGENCY LOGO Active Listening Skills 4

Tactical Communications INSERT AGENCY LOGO Active Listening Skills Follow the 80 -20 rule 5

Tactical Communications INSERT AGENCY LOGO Active Listening Skills Follow the 80 -20 rule Listen to understand, not to respond 6

Tactical Communications INSERT AGENCY LOGO Active Listening Skills Follow the 80 -20 rule Listen to understand, not to respond Reduce distractions ▪ Environmental factors ▪ Public distractions (people videotaping) ▪ Fellow officers ▪ Your radio 7

Tactical Communications INSERT AGENCY LOGO Active Listening Skills Follow the 80 -20 rule Listen to understand, not to respond Reduce distractions Demonstrate you are listening ▪ Physical cues ▪ Minimal encouragers ▪ Summarizing and repeating back ▪ Acknowledgment 8

Tactical Communications INSERT AGENCY LOGO Non-Verbal Communication Skills 10

Tactical Communications INSERT AGENCY LOGO Big Bang Theory of Body Language 11

Tactical Communications INSERT AGENCY LOGO Non-Verbal Communication Skills Project the right body language ▪ Posture ▪ Appearance 12

Tactical Communications INSERT AGENCY LOGO Non-Verbal Communication Skills Project the right body language Make eye contact 13

Tactical Communications INSERT AGENCY LOGO Non-Verbal Communication Skills Project the right body language Make eye contact Use open-handed gestures 14

Tactical Communications INSERT AGENCY LOGO Non-Verbal Communication Skills Project the right body language Make eye contact Use open-handed gestures Modulate your tone of voice 15

Tactical Communications INSERT AGENCY LOGO Verbal Communication Skills 16

Tactical Communications INSERT AGENCY LOGO Verbal Communication Skills Use team concept 17

Tactical Communications INSERT AGENCY LOGO Verbal Communication Skills Use team concept Establish rapport 18

Tactical Communications INSERT AGENCY LOGO Verbal Communication Skills Use team concept Establish rapport Ask open-ended questions 19

Tactical Communications INSERT AGENCY LOGO Verbal Communication Skills Use team concept Establish rapport Ask open-ended questions Provide clear, single questions / commands 20

Tactical Communications INSERT AGENCY LOGO Verbal Communication Skills Use team concept Establish rapport Ask open-ended questions Provide clear, single questions / commands Provide options 21

Tactical Communications INSERT AGENCY LOGO Emotional Contagion Your words and actions are contagious What direction are you taking the encounter? Toward more chaos or … Voluntary Compliance Concept courtesy of Det. Jeff Thompson, NYPD 22

Tactical Communications INSERT AGENCY LOGO Group Exercise What’s wrong with these phrases? What’s a better alternative? 23

Tactical Communications Daytona Beach, FL INSERT AGENCY LOGO 24

Tactical Communications INSERT AGENCY LOGO Quick Recap Active listening – listening to understand (not just respond) Non-verbal communications are key Dialogue, not debate Emotional contagion 25

Tactical Communications INSERT AGENCY LOGO Thoughts? Questions? Observations? 26