Upload
cody-todd
View
216
Download
0
Tags:
Embed Size (px)
Citation preview
Conflict Resolution“Why can’t we all just get along?”
1
Objectives
The student will be able to: Identify methods of effective communication. Demonstrate the four models of active listening. Differentiate between styles of communication. Critique the impact of an officer’s professional presence. Compare the various aspects of communication strategies used in
dealing with the public. Evaluate the elements that an officer must recognize and control in
every encounter. Assess some helpful tools used in redirecting someone’s behavior
using verbal persuasion.
H.Hedrick 2
Effective Communication
Conflict is a state of discord caused by the actual or perceived opposition of needs, values, and interests.
Actual = You have a “real” problem
Perceived = You think you have a real problem
3H.Hedrick
Barriers to Good Listening
Turning off: if you close your mind, your ears close too!
4H.Hedrick
Barriers to Good Listening
Tuning in vs. Tuning out: you miss information when you don’t pay attention
5H.Hedrick
Barriers to Good Listening
Acting as judge and jury: if you are judging you aren’t hearing the whole story
6.H.Hedrick
Barriers to Good Listening
Jumping to Conclusions: Don’t make assumptions until you listen
7H.Hedrick
Tone of Voice
Communication is intentional and unintentional
Up to 93% of communication success depends on delivery system
8H.Hedrick
Tone of Voice Tone equals Attitude
When voice and role conflict, people believe the voice
Tone is responsible for 80 to 90% of all complaints
9. H.Hedrick
Harmonizing Role and Voice
of Message Received10H.Hedrick
Body Language“It’s not what you say, but how you say it!”
NON-VERBAL– Eye Contact
– Body Posture
– Distance
– Touching
VERBAL– Active listening
– Clarification
– Allowing silence
– Empathy
11
Five Steps of Active Listening
Squarely face the person
Open your posture
Lean towards the sender
Eye contact maintained
Relax while “attending”
12
ABC’s of Attending
A. Eye Contact
B. Posture
C. Gestures13
4 Models of Active Listening
Emotional Labeling:– 1st skill to use in active listening– Response to emotion, not content, heard– Demonstrates that you are listening and tuned in to
what the person is emotionally experiencing– DO NOT tell the person how they are feeling– Ex: “You sound really excited about…”
14
Active Listening Models
Paraphrasing:– Summarize what you heard in your words– Demonstrates you are listening– Creates empathy and rapport– Clarifies content– Allows you to obtain further information– Ex: “What you’re saying is…?”
15
Active Listening Models
Reflecting/Mirroring:– Repeat last word or phrase subject says– Give exact feedback– Be careful not to overuse!– Ex: “Your husband said he wants to leave?”
16
Active Listening Models
• Open-Ended Questions:• Questions that require a narrative response• Encourages subject to talk• Gets away from “just the facts”• Ex: What happened that caused you to be so
angry?” “How did you get that bruise?”
17
ACTIVITY #1ACTIVITY #1
Active Listening
Role Play
Styles of Communication
PassiveAggressiveAssertivePassive-aggressive
19.
Passive Communication
Your feelings are not expressed Allow your rights to be violated Very “safe” Little eye contact and quiet tone May explode after being passive too long Ex: “I don’t know”, “Whatever you think”,
“I don’t care. It doesn’t matter to me.”
20
Aggressive Communication
You must win/be right at all costs Thinks they will always get their way Risky for relationships Angry and intimidating eye contact; loud &
belittling; manipulative and controlling Ex: “Your stupid if you think that will work”
“Who cares how you feel. We have to do what works”
21
Assertive Communication
Healthiest form of communication Goal is to respect and understand each
other, and find a solution to the problem Eye contact; listens and validates;
objective and unemotional Models active listening Ex: “I think…I feel…I believe that…”
“So what you’re saying is…?”22
Professional Appearance
Activity #2
23
Communication Strategies
Command Presence:
Presenting yourself as someone in authority
* How you LOOK
* How you CARRY YOURSELF
* How you ACT
* How you SPEAK
(At least look like you know what you are doing)
24
Command Presence
Goal:– Enhanced
Professionalism– Fewer complaints– Less vicarious liability– Less personal stress
Force Options:– Command Presence– Verbal Communications– Weaponless Strategies– Weapon Strategies– Deadly Force– 97-98% of all conflicts are
resolved with command presence and verbal communications
25
Command Presence
Remember: First impressions are lasting ones!
26
4 Elements of Reading a Scene“P.A.C.E.”
Problem– Analyze and identify the problem– Enables officer to plan an approach– Problems often change as the confrontation
progresses
27
P.A.C.E.
Audience– Everyone encountered is part of the audience– How is the audience reacting?
• Ex: hostile, critical , receptive
– Read audience and adapt tactics appropriately– If a person has a friend in the audience you
may try to enlist their help. Ask the friend to help persuade the person to comply.
28
P.A.C.E.
Constraint
– Determine if there are any barriers– Eliminate them if possible
– Example: time of day, weather, location, external noise, officer's own mood, person's
values and beliefs
29
P.A.C.E
Ethical Presence– An expression of self-control– Use words to state purpose, not to express personal
feelings– Maintain professional attitude– Anything perceived as hasty, irrational, or unfair
makes an officer seem unethical– There can be serious long-term consequences for
unethical behavior.
30
Methods of Redirecting Behavior“L.E.A.P.S”
31.
Listen– Separate the real problem from the symptoms
of the problem– Determine priorities you must respond to– Determine the context of the event
L.E.A.P.S
Empathize
– Understand the other person's state of mind– See through the eyes of the other person
32
L.E.A.P.S
Ask– Use questions to gain control by causing
others to report to you– Questions direct attention away from the
problem– Buys time– Demonstrates concern
33
L.E.A.P.S
Paraphrase– Repeat what you have learned in your own
words– Forces other person to stop talking and listen– Helps to ensure that the corrections officer
understands the situation
34
L.E.A.P.S.
Summarize– Allows the corrections officer to conclude the
situation– Officer provides the bottom line– State the resolution clearly
35
Limitations of Words“When Words Fail???”
Security
Attack
Flight
Excessive repetition
Revised priorities
36
S.A.F.E.R.
Security
– Person seriously threatens bodily harm to a corrections officer or other person
– An officer's control is compromised
37
S.A.F.E.R.
Attack– Officer's personal body danger zone is violated– Inmate couples aggressive words with present ability
• Ex: an inmate threatens to hit you while lunging toward you– Words and gestures alone are not an attack– Sometimes a person displays conflicting signs; words suggest
one thing and actions suggest another– When words and actions disagree
• Trust actions
• Be alert and ready to use force
38.
S.A.F.E.R.
Flight
– When an inmate • Begins walking or running away• Escapes from custody
39
S.A.F.E.R
40UNT in partnership with TEA, Copyright ©. All rights reserved.
Excessive Repetition– When an officer is forced to repeat the same words or
ideas over and over, conclude the officer is not being persuasive
– Repeated refusal by an inmate to comply with a reasonable request
– When an inmate is unreceptive to alternatives after repeated appeals
S.A.F.E.R.
Revised priorities
– Possibly when the problem or constraints change
– Other events of greater importance occur
41
Resources
Eastmond, Steven, LCSW. The Utah State Office of Education. “Passive, Aggressive and Assertive Communication, Understanding Communication Styles”.
Findlater, Shawn. National Society of Black Engineers. “Conflict Resolution”. November 2008 Texas. Texas Commission on Law Enforcement Standards and Education. Crisis
Communications, Course 2120. Revised April 2004
Texas. Texas Commission of Law Enforcement Standards and Education. Use of Force in a Jail Setting, Course 3504. August 1995
42