Applied Communication Skills

Slides:



Advertisements
Similar presentations
Critical Incident First Responder Responsibilities & Tactics.
Advertisements

Keeping Cool When Angry – Keeping Control in Conflict! Judicial Affairs Education Session Series.
Creating a Respectful Classroom Module 5: De-escalating Disruptive Behavior.
How to Handle Difficult Customers
De-escalation Techniques
Washington Area Lacrosse Officials Association. The customer isn’t always right. But they are always the customer.
EKMAN’S FACIAL EXPRESSIONS STUDY A Demonstration.
Recognizing Emotions in Facial Expressions
Building Human Resource Management SkillsNational Food Service Management Institute 1 This training is conducted by the National Food Service Management.
Carr, Swanson and Randolph LLC1 A ROADMAP FOR DIFFICULT CONVERSATIONS “Seven Steps” Frank Carr Susan Shearouse Carr, Swanson and Randolph LLC.
Bringing the Best Out of People
Bullying presentation
CINDAPA Wairakei Conference – 13 June 2014 Kent Holdsworth Community Ethnic & Youth Manager – Waikato
BELL WORK Emotions are part of our everyday life. Write about a time when you were angry. How did you express your anger? Did you say or do something you.
Hostage Negotiaions - Unit 4 -.
Communication- The Total Impact of Your Message
Working Effectively with a Difficult Audience Advanced Managerial Communication.
Ekman’s Facial Expressions Study A Demonstration.
Facial Expressions and Emotions Mental Health. Total Participants Adults (30+ years old)328 Adults (30+ years old) Adolescents (13-19 years old)118 Adolescents.
Active Listening Skills Crisis Intervention Training Albuquerque Police Department Crisis Intervention Training 1.
INTERPERSONAL SKILL C HAPTER 3 Lecturer : Mpho Mlombo.
BCCO PCT #4 PowerPoint AND Intermediate CIT Course TCOLE Course # 3841 Texas Commission On Law Enforcement PARTICIPANT HANDOUT UNIT FIVE.
COMMUNICATION SKILLS. A process through which two or more people exchange information.
Mood Detection.
Peers Fostering Hope Supported by the Dr
Chapter 44 Therapeutic Communication Skills
Second Step Review Game
Communication Choices
Take the Difficulty out of Difficult People: Assess/De-Escalate People with Signs of Mental Health Crisis Detective Matthew Tinney Detective Lawrence.
The Negotiator Conflict Resolution.
MASTERING CONFLICT DE-ESCALATION
How to Deal with Difficult People
De-escalation.
Communication Skills COMM 101 Lecture#5
Emotion The Physiology of Emotion Arousal
Prepared by /Mofida AL-barrak
Conflict Resolution.
Active Listening Skills
Integration and Practice
De-escalation Tips and Techniques
Tactical Communications
Active Listening for Crisis Intervention.
Therapeutic communication
Unit 4 Crisis Intervention and De-escalation
The crisis process.
Active Listening Skills
Keeping Cool When Angry – Keeping Control in Conflict!
ACTIVE LISTENING FOR NEGOTIATORS
Peer mentor training Session 1
Do Now: What are characteristics you want in a healthy relationship from friend or boyfriend/girlfriend?
Interacting With the Mentally Ill
Advanced De-Escalation Techniques
And Building Self-Esteem
National Food Service Management Institute
EMOTIONS Your feelings - that are a natural part of life Examples:
Integration and Practice
The way in which we send and receive messages.
English 9 GP Vanier Secondary
And Building Self-Esteem
Emotion.
The Power of Listening                          Office Management.
PARENT COFFEE CLUB, January 2014
Nonverbal Communication
de-escalation and tactical decision making
Social and Emotional Development.
De-escalation Tips and Techniques.
Body Language and Relationships
English 9 GP Vanier Secondary
Social-Emotional Learning
Presentation transcript:

Applied Communication Skills Detective Matthew Tinney Detective James Burton

Maslow’s Hierarchy of Needs

Seven Active Listening Skills Reflective/Mirroring Open Ended Questions Minimal Encouragers Emotion Labeling Paraphrasing I Statements Effective Pauses

Active Listening Build rapport: More information: Slow down: Emotional Labeling More information: Reflective/Mirroring Open Ended Questions Slow down: Paraphrasing

6 Basic Facial Expressions Sad Surprise Happy Angry Disgust Fear

9 Basic Cat Expressions

De-Escalation Techniques Confused / Disoriented Ground Them Angry / Irritable Listen, Diffuse, Deflect Sad / Desperate Instill hope Anxious / Panicky Calm, Redirect, Re-Assure

Barriers to Active Listening Arguing Ordering Judging Pacifying Derailing Moralizing Getting caught in the “Rescue Trap” Using Police Jargon

Intervention and Interaction

Intervention and Interaction Empathy vs. Sympathy

Intervention and Interaction Talk like they are your friend Be yourself / Be committed / Be prepared Speak with each individual on their level Don’t lie You won’t be able to establish rapport with everyone

Intervention and Interaction Reduce external stimulus when possible Sirens, non-essential personnel, radio volume, television, etc. Encourage positive behavior Say thank you Take baby steps if needed

Tactical Considerations Time Instant action or Time to talk Time deescalates Cover vs. Concealment Distance Giving up ground does not = defeat Do I have enough 82

Tactical Considerations Less Lethal Option Talking behind a Gun Suicide by Cop

Thank You James Burton Matthew Tinney jburton@cabq.gov 505-924-6010 mtinney@cabq.gov 505-924-6063