Partnership 2000

Tactical Communication: Verbal Judo

Sergeant James Baker, Alameda County Sheriff's Office

Goals of the Course

Officer Safety

Enhanced Professionalism

• Decrease Citizen Complaints
• Decrease Vicarious Liability
• Lesson Personal Stress on the Job and at Home

The Profession of Law Enforcement

• High Visibility
• Quick Decisions
• Codified Body of Knowledge
• Continuous Training
• Adapt to Change
• Ethical Standard of Conduct
• Licensed; Badge

Law Enforcement Work: Defined

The Goal of Law Enforcement

The Force Options

Habit of Mind

• Be Disinterested (open, flexible, unbiased)
  • Need to "Read" people: Intercultural Differences
  • The three kinds of people:
    • Nice Guy
    • Brat
    • Back Stabber

Must Be Skillful with All Three!

How to Handle Verbal Abuse

Natural Reaction--Confrontation

versus

Studied Response--Deflection and Redirection

Ancient Samurai Say: use deflection techniques; strip phrases

• "preciate it," but...
• "I understan that," but...
• "Oh, yes," but...
• Combination phrases

Must be skillful with these!

Our Identity: The Contact Professional

• In Contact with the organization
• In contact with self
• In contact with the subject

The First Great Art--"The Art of Representation"

To Generate Voluntary Compliance is the Essence of Professionalism

Communication

The opposite of talking?

Should be listening, but for most people, it is waiting...to interrupt!

Use active listening

Roles

2 people = 6 people

1. Real Self (RS)
2. Self as seen by Self (SS)
3. Self as seen by others (SO)
4. Real Self (RS)
5. Self as seen by Self (SS)
6. Self as seen by others (SO)

Communication: From the Receiver's Point of View

• Content 7-10%
• Voice 33-40%
• ONV 50-60%

93% is delivery style and not what is said

• Content 
• Voice
  • Tone =  attitude

Street principle #1

Role<---------->Voice

Any conflict between role and voice people believe the voice

Lesson: Voice Must Lie

• Pace:
• Pitch:
• Modulation:

Lesson: "Fine Tune" Your Ear!

Agenda

Last updated: October 26, 2007