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Tactical Communications
ICAT: Integrating Communications, Assessment, and Tactics INSERT AGENCY LOGO
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Tactical Communications
Question to Consider What makes a police officer a good communicator? What attributes must the officer possess?
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Tactical Communications
Five Universal Truths of Human Interaction People feel the need to be respected People would rather be asked than be told People have a desire to know why People prefer to have options over threats People want to have a second chance Source: Dr. George Thompson, Verbal Judo Institute
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Tactical Communications
Active Listening Skills Call on Jeff Thompson
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Tactical Communications
Active Listening Skills Follow the rule Call on Jeff Thompson
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Tactical Communications
Active Listening Skills Follow the rule Listen to understand, not to respond Call on Jeff Thompson
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Tactical Communications
Active Listening Skills Follow the rule Listen to understand, not to respond Reduce distractions Environmental factors Public distractions (people videotaping) Fellow officers Your radio Call on Jeff Thompson
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Tactical Communications
Active Listening Skills Follow the rule Listen to understand, not to respond Reduce distractions Demonstrate you are listening Physical cues Minimal encouragers Summarizing and repeating back Acknowledgment Call on Jeff Thompson
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Tactical Communications
Active Listening Skills Follow the rule Listen to understand, not to respond Reduce distractions Demonstrate you are listening Use silence to your advantage Call on Jeff Thompson
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Tactical Communications
Non-Verbal Communication Skills Call on Jeff Thompson
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Tactical Communications
Link to video: Call on Jeff Thompson Big Bang Theory of Body Language
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Non-Verbal Communication Skills Project the right body language Posture Appearance Call on Jeff Thompson
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Tactical Communications
Non-Verbal Communication Skills Project the right body language Make eye contact Call on Jeff Thompson
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Tactical Communications
Non-Verbal Communication Skills Project the right body language Make eye contact Use open-handed gestures Call on Jeff Thompson
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Tactical Communications
Non-Verbal Communication Skills Project the right body language Make eye contact Use open-handed gestures Modulate your tone of voice Call on Jeff Thompson
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Verbal Communication Skills Call on Jeff Thompson
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Tactical Communications
Verbal Communication Skills Use team concept Call on Jeff Thompson
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Tactical Communications
Verbal Communication Skills Use team concept Establish rapport Call on Jeff Thompson
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Tactical Communications
Verbal Communication Skills Use team concept Establish rapport Ask open-ended questions Call on Jeff Thompson
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Tactical Communications
Verbal Communication Skills Use team concept Establish rapport Ask open-ended questions Provide clear, single questions / commands Call on Jeff Thompson
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Tactical Communications
Verbal Communication Skills Use team concept Establish rapport Ask open-ended questions Provide clear, single questions / commands Provide options Call on Jeff Thompson
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Tactical Communications
Emotional Contagion Your words and actions are contagious What direction are you taking the encounter? Toward more chaos or … Concept courtesy of Det. Jeff Thompson, NYPD Call on Jeff Thompson Voluntary Compliance
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Group Exercise What’s wrong with these phrases? What’s a better alternative?
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Link to video: Daytona Beach, FL
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Tactical Communications
Quick Recap Active listening – listening to understand (not just respond) Non-verbal communications are key Dialogue, not debate Emotional contagion Call on Jeff Thompson
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Tactical Communications
Thoughts? Questions? Observations?
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