1. Interacting With the Mentally Ill
Presented to LCPD Class 42 By
Peter DiVasto Ph.D.

2. Class Goals Emphasize the need for officers to know their resources.
Increase the comfort level of those talking about mental illness.
Identify types of listening.
Emphasize the need for active listening.
Practice active listening techniques. )

3. When Responding to People in Crisis
Know your resources.
People cycle in and out of crisis causing repeated calls to police for non-law enforcement issues.
Linking these people to services and resources is the best way to minimize these calls for police service.

4. Know Your Resources: Who in your community Can Perform What Services?
Mental Health issues
Elder Abuse & Neglect
Suicide Intervention
Child Abuse & Neglect
Runaways
Crisis Intervention & Response
The Homeless
Death Related Issues
Substance Abuse
Basic Needs

5. KNOW YOUR SKILLS Police officers have many tools in their toolbox.
By knowing options you are more effective.
Effective problem solvers make less calls for service for everybody.
Arrest and citation are not your only tools.
Moving people on has absolutely no effect.

6. Develop Your Own Resource List
Compile names and numbers.
Every phone call now leads to less work in the future.
Areas to investigate include: substance abuse, elder care, shelter resources, emergency mental health, juvenile help, physical care, homeless resources, etc.

7. Have an Awareness of Who You are Dealing With
For example:
Most of the homeless in Las Cruces are long-time NM residents.
50% to 60% of the homeless population suffers from some form of diagnosable mental illness.
1/3 of the adult homeless population has a severe or disabling mental illness.

8. Listen for the Emotions in the Situation
Listen for the emotions surrounding the content- what do the emotions tell you about the situation or the person?
Emotional reaction and subsequent behavior make the situation a crisis, not the facts of the situation.
How a person feels about the situation will strongly influence his behavior.
Managing the subject’s emotions will help control the his behavior.

9. In Order to Listen- You Need To. . .
Listen to the words- Listen literally.
Listening to the whole message- What is the content, feelings, reasons, etc.
Reflecting the whole message- “You sound frustrated when you hear these voices because the medications don’t seem to be helping you.”

10. Types of Listening
Non-listening- actively ignoring the speaker. e.g. panhandlers, teenagers with parents, and your spouse during a hunting show on TV.
Passive listening- hearing the content, but perhaps not the meaning. e.g. car radio, kids fighting at home, etc.

11. Types of Listening-II
Listening- hearing the words and the meaning behind them. e.g. discussion with a spouse or child in reference to a significant event.
Active listening- hearing the speaker’s words and the meaning behind them. Helping the speaker reach new levels of understanding, e.g. listening to a friend or loved one who is in crisis.

12. Humans are Built for Active Listening
People can speak on an average of between 125 to 225 words per minute.
People can hear between 300 to 400 words per minute.

13. Active Listening
A crucial skill that is essential to the successful resolution of a crisis incident.
A basic building block in the establishment of rapport.
An intelligence tool.
A useful technique for de-escalation.

14. Active Listening, cont.
A type of listening that entirely focuses on what another person is saying and allows the listener to confirm that the content and message is understood.
Technique that stimulates open and frank conversation and allows for the clarification of ideas and feelings expressed.

15. The 7 Active Listening Skills
EMOTIONAL LABELING
Identify the feeling by using…. “You sound…” “You seem…” “I hear…”
Intent is to respond to the emotions heard in the subject’s voice rather than the content.
Do not be afraid to label emotions, even if you are incorrect.

16. The 7 Active Listening Skills
PARAPHRASING
Puts the meaning into your own words.
Clarifies the content, checks perception, and demonstrates that you heard correctly.
Creates empathy and rapport.

17. The 7 Active Listening Skills
REFLECTING or MIRRORING
Provides the “gist” of a sentence or last couple of words.
It results in more intelligence without guiding direction.
“I shot her because.” “Because?”

18. The 7 Active Listening Skills
EFFECTIVE PAUSES (SILENCE)
Used immediately before or after saying something meaningful.
Most people do not feel comfortable with silence.
“Deafening silence or awkward silence.”
Can stimulate discussion.

19. The 7 Active Listening Skills
I MESSAGES
Convey concerns in a non-threatening manner and do not put speaker on the defensive.
Conveys that I feel the emotion you are feeling.
Creates rapport.
Makes you more human.

20. The 7 Active Listening Skills
MINIMAL ENCOURAGERS
Indicates your presence in the conversation.
“Uh-huh” “OK…OK, etc.”
Does not interfere with flow of conversation.
Be careful and Do not over use.

21. The 7 Active Listening Skills
OPEN-ENDED QUESTIONS
Usually begin with how, what, when, or where.
“Tell me more about…”, “I’d like to hear more about…”
Allows for further explanation, venting, etc.

22. Active Listening Leads to Positive Rapport
As time goes on, a verbal relationship can and will develop.
Use self disclosure as appropriate.
Minimize behavior leading up to the conversation.
Help other person “save face.”

23. Other Considerations Body language-work at having proper posture.
Articulation-how your talking process works.
Pronunciation- pronounce each word.
Pitch-highs and low, avoid monotone.
Speed-normal pace is about 140 wpm.
Volume-varies with situation.

24. Empathy vs. Sympathy
Empathy implies identification with the understanding of another’s feelings and thereby builds rapport and trust.
Sympathy implies pity and can therefore escalate a situation.

25. Barriers to Active Listening
Arguing
Criticizing
Jumping to conclusions
Pacifying
Make Demands
Getting caught in the “rescue trap”
Derailing
Moralizing
Name Calling
Ordering
Use of Police Jargon
Disorganization

26. Other Barriers to Active Listening
Preconceived ideas about the speaker
Our own need to lecture, correct or belittle
“Knowing the answers”
Haste
Discounting the speaker
Not realizing what is important
Barriers refer not only to how you interact but also your motivation.
Contradictory attitudes.
Constant interruption.
Intrusive, negative commands.
Too loud, too soft, too fast, too slow.
Not intense enough/inadequate sensitivity.
Hostility.
Jumping to conclusions.
Over-generalization.
Stereotyping, prejudice, biases, etc.

27. Aids to Communication
Do not assume others understand what you’re saying.
Clarify your statements.
Use a good vocabulary.
Speak “fluently”, smoothly and uncluttered.
Use appropriate “feedback.”
Try to speak in positive terms, warm and genuine.
Honesty.
Sometimes appropriate self-disclosure.
Show a confident positive self-image.

28. Tips For Your Initial Contact
Use your name, not your rank, and your agency affiliation
Use the person’s name
Minimize distractions
Relax, breathe deeply, be calm
Think through what you’re going to say, take your time; speak slowly and calmly
Use a concerned tone, project genuineness and sincerity

29. Other Helpful Hints Be yourself/Be committed/Be prepared Don’t lie
Speak with each individual on their level
Be firm
You won’t be able to establish rapport with everyone