1. Applied Communication Skills
Detective Matthew Tinney
Detective James Burton

2. Maslow’s Hierarchy of Needs

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

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

5. 6 Basic Facial Expressions
Sad
Surprise
Happy
Angry
Disgust
Fear

6. 9 Basic Cat Expressions

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

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

9. Intervention and Interaction

10. Intervention and Interaction
Empathy vs. Sympathy

11. 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

12. 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

13. 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

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

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