The Negotiator Conflict Resolution

Strategies & Techniques 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. Slow down – this is not a race – people in a crisis cannot process information quickly Be patient – the person in crisis is most likely exhibiting multiple emotions Remain calm – if you are amped up, they will be amped up Empathy – put yourself in their shoes

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 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 People speak to be heard.

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. Buys time. And time is our friend.

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 Summarizing Repeating back short parts of what the person just said, but in your own words Allows for clarification Demonstrates understanding 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 the person talking They are verbal and non- verbal cues that help us further rapport building Head nod, “Uh huh”, “Go on”, “hmmm” Used in a meaningful way to calm the other person Creates the opportunity for the other person to respond 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 What we say is just as important as how we say it! 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 Limit your talking Manage your emotions* Focus on speaker Ask questions Use empathy Validate Interrupt Jump to conclusions Show signs of impatience Judge Argue Become defensive 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