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