1. Active Listening for Crisis Intervention.
Det. David John Jaramillo
Albuquerque Police Department
Crisis Negotiation Team

2. Training and Credentials
APD’S INTRO/BASIC NEGOTIATIONS
FBI
PATC’S CERTIFICATION COURSE.
CURRENT MEMBER OF APD’S CNT TEAM.

3. PURPOSE
Give uniformed police officers the tools to deescalate subjects that are in crisis

4. OBJECTIVES Define crisis What causes people to go into crisis
Types of listening
Initial contact
Arrest and transport authority
Tactics and safety when dealing with people in crisis

5. What is a Crisis? Subjects ability to cope has been exceeded
Usually precipitated by a life altering/changing occurrence within the last hours
Divorce
Job loss
Illness
Psychotic Break

6. Maslow’s Hierarchy of Needs
Self Actualization
Self-Esteem
Love and Belongingness
Safety and Security
Physiological Needs

7. Crisis Continued Crisis Intervention
Short term , time-limited intervention, designed to re-establish a person’s equilibrium and solve an immediate problem.

8. Crisis
EMOTION
REASON

9. Crisis Intervention Rapport-----Negotiation------Resolution REASON
EMOTION

10. Attributes of a good Communicator
Good Talker Vs. Good Listener
Car Salesman/ Telemarketer
Negotiator

11. Attributes Cont. Patience Confidence Maturity
Ability to think outside of the box

12. Two Levels of Communication
Content
Just the Facts
Emotion
Feeling about the facts

13. Active Listening
Not only Listening to the subjects words but identifying the emotions and meaning behind them
Active listening is the key element in any successful negotiation/intervention

14. Seven Active Listening Skills
Emotion Labeling
Open Ended Questions
Paraphrasing
Effective Pauses
Reflecting/Mirroring
I statements
Minimal Encouragers

15. Emotion Labeling Labels the emotion behind what is being said Example
“There is a dark cloud over me, nothing is fun, and I can’t get a decent nights sleep.”
It sounds like you are really depressed.

16. Paraphrasing
Clarifying or rephrasing the speakers words into your own words.
Example
“She is always talking and she doesn’t care what I say”
Sounds like she doesn’t listen to you

17. Paraphrasing Continued
Example
“I am getting a divorce and I am really afraid that I will never see my kids again.”
Losing your kids seems to be a huge concern for you.

18. Effective Pauses Silence between important thoughts
Silence is very uncomfortable for most people
Gives the speaker the chance to gather their thoughts.
Usually appropriate when something important is said.

19. Reflecting/Mirroring
Repeating the last few words that were said
Example
“When she talks about taking my retirement I feel really trapped.”
“Like your trapped”
Voice inflection is very important
Should not be used often

20. Minimal Encouragers Lets the speaker know that you are still there
Allows the conversation to continue without interruption
Example
Uh Huh OK
Really

21. I Statements
Allows you to tell the speaker how you feel and conveys concern in a non-threatening manner which does not put the subject on the immediate defensive.
Example:
When you say things like that I feel really upset because we were really making some progress

22. Active Listening Continued
Seven Principles
Good to start dialogue and gain rapport
Good to use when dialogue stalls
If you use it too much will sound robotic
Aim to have a normal conversation with the subject, allowing them to vent and directing them toward you ultimate goal!

23. Barriers to Active Listening
Arguing
Ordering
Judging
Pacifying
Derailing
Moralizing

24. Making Initial Contact
Reduce the amount of external stimulus (sirens, non-essential personal, radio volume)
Introduce yourself using your first name and ask for theirs.
The quicker you can gain some kind of compliance and find common ground. The quicker you will resolve the incident.

25. Initial Contact Continued
Remember there is not a right or wrong thing to say
People respond differently
You will be judged on how you can recover
A sincere apology is usually the best way to regain rapport.
Encourage positive behavior by saying thank you (remember to take baby steps)

26. Initial Contact Continued
Remember your non-verbal
Large amounts of communication is done without any words
Posture
Yawning
Laughing
Appearance (Uniform)

27. What to expect when responding to emotionally disturbed persons.
You will be dispatched to resolve suicide and mental health pick up orders.
Responsible for difficult decisions
Pre-swat
PA’s
First contact

28. 43-1-10 Emergency Mental Health Transport
A peace officer may detain and transport a person for emergency mental health evaluation and care in the absence of a legally valid order from the court only if;
1. Person otherwise subject to arrest
2. Officer has reasonable grounds to believe that the subject has just attempted suicide
3. Based on an officers observation and investigation has reasonable grounds to believe that the subject as a result of a mental disorder presents a likelihood of serious harm to himself or others and immediate detention is needed.(grave passive neglect)
4. C of E

29. Arrest or Not that is the Question
CIT started as a jail diversion program
Taken too far at times (having mental illness is not a get out of jail free card).
Domestic Violence
Resisting or Obstructing, displaying a propensity to violence
Weapon involved
It is not an either/or question. Jail should mental health services

30. Documentation Synopsis should include what part of (43-1-10) used.
Example: Based on my investigation and observations I had reason to believe “Joe” posed an imminent threat to himself and or others.
Narrative should describe what you observed
Example: “Joe” told me that he has plans to climb up on the bridge and disable all of the traffic cameras.

31. Safety and Tactical Considerations

32. Safety and Tactical Considerations
Hearing Voices
What are the voices telling you
Distance
Giving up ground doesn’t = defeat
Suicide = Suicide by Cop
Pat Downs
Render the subject safe
Reduces exigency increases ability to talk

33. Tactics and Safety Continued
Less Lethal Option
Cover vs. Concealment
Talking behind a Gun
Run your belt tape

34. Conclusion Defined Crisis Active Listening
Increased confidence on initial contact
Tactics and Safety
Det. D. Jaramillo