The Negotiator Conflict Resolution DeEscalation Strategies Techniques Sergeant
- Slides: 30
The Negotiator Conflict Resolution
De-Escalation Strategies & Techniques Sergeant Sally Panzer St. Louis Metropolitan Police Department
Background CIT Coordinator, Officer Wellness Program Coordinator & Crisis Negotiation Coordinator 17 year veteran of the SLMPD 14 year involvement in CIT and Crisis Negotiation Began teaching CIT and Crisis Negotiation in 2012 MSW in clinical mental health
Objectives Participants will be able to define a crisis and goals of crisis intervention. Participants will be able to explain and use successful strategies in de-escalation. Participants will be able to explain and use various techniques and facets of crisis de-escalation.
The Best De-Escalation Ever
Crisis
Understanding a Crisis Occurs when a person is unable to cope with and adjust to the recurrent stresses of everyday living in a functional safe way. A perception or experience of an event (stressor) as intolerable and exceeds that person’s current resources and coping mechanisms.
Crisis Intervention Is an immediate and short-term psychological mediation aimed at assisting individuals in a crisis to restore them back to a state of equilibrium. The tools and methods used to offer short term immediate help to individuals who have experienced or are experiencing a crisis that produces mental, physical, emotional and behavioural distress.
Why De-escalate Officer safety Consumer & Public safety Public perception
The Basics Slow down Be patient Remain calm Be empathetic Everyone has a story. They just want to be heard.
The Emotional Teeter Totter Sometimes more like a roller coaster. Emotions are running high And controlling behaviour. Logical mind at work
De-Escalation Goals Build rapport Gain their trust Reduce tension Lower emotions Behavioural change Voluntary compliance
Techniques: Building Blocks for Behavioural Change
Why Do We Talk To give or get information To get someone to do something TO BE HEARD!
Why do we listen? We listen to understand We listen to obtain information We listen to make people feel good We listen to hear the under lying message of the speaker not just the words coming out of their mouth
Active Listening Skills Can you hear me now?
Open Ended Questions Designed to encourage a full, meaningful answer using the subject’s own knowledge and/or feelings. Gathers information. Encourages conversation.
Closed Ended Question Fact finding Used to illicit specific information Encourages a short response
Emotional Labeling Identifies persons emotions Brings to light the persons underlying feelings Allows a person to accept their emotions Let’s them know you are hearing them Provides validation Examples: I see you are very sad I can hear you are angry I can tell by the sound of your voice you are terribly angry
Compare and Contrast Paraphrasing Repeating back short parts of what the person just said, but in your own words Allows for clarification Demonstrates understanding Summarizing Extended version of paraphrasing Allows for clarification Acknowledges a persons emotions Reinforces that you are hearing their story
“I” Messages Humanize or personalizes the officer Allows for deflection if person in crisis lashes out at you Provides a ‘timeout’ or reality check for the other person letting them know you are trying to work together
Minimal Encouragers & Pausing Subtle encouraging to keep Used in a meaningful way to calm the other person They are verbal and non- Creates the opportunity for the other person to respond the person talking verbal cues that help us further rapport building Head nod, “Uh huh”, “Go on”, “hmmm” Slows the conversation down Allows both parties to gather their thoughts
Reflecting/Mirroring Shorter option than paraphrasing and only repeats the last few words of what the other person said Provides validation Lets the consumer know you’ve heard them
The Subtle Art of Phrasing Active listening is the stealth weapon of negotiation.
Influencing Behavioural Change Active listening is the foundation for each step.
What Active Listening is NOT Judgment Persuasion Advice Your ethics or values What you would do
Active Listening: Do or do not there is no try Do’s Don’ts Maintain eye contact Interrupt Limit your talking Jump to conclusions Manage your emotions* Show signs of impatience Focus on speaker Judge Ask questions Argue Use empathy Become defensive Validate Project your values & ethics
Summary Remember the basics Remember the tools of active listening Phrasing is everything Remember your do’s and don’ts
Words to remember! J. K. Rowling
Contact Sgt. Sally Panzer 314. 444. 5803 spanzer@slmpd. org
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