Course Length: 1 Day (7.5 Hours)
officers, treatment specialists, and many other professionals’
normal assignments demand constant interpersonal contact with
a wide variety of citizens and a great deal of communications
between themselves and the public. These contacts are both positive
and negative in nature. Most hostile action begins with verbal,
not physical confrontation. What is said and done during this
critical time period often determines whether the situation will
evolve into physical violence, civil liability, or positive resolution.
By learning to read and properly display basic body language,
understand the dynamics of human conflict, and employ various
psychological techniques of human behavior management, conflicts
can often be diffused and deescalated.
discusses a variety of verbal skills, non-verbal behaviors and
effective intervention alternatives required in today’s
society to prevent and/or defuse various conflict situations inherent
to the public official, treatment specialist and law enforcement
functions, especially during interviews. Discussion centers on
alternatives that are both safety oriented and reasonable abilities
of the individual professional, while fulfilling the departmental
mission within legal and ethical boundaries. A variety of techniques
are presented which are designed to acquire valuable information
from individuals, as well as lessen the threats posed by angry,
upset, uncooperative and/or hostile citizens.
include elements of effective oral communications, verbal and
non-verbal communications skills, management of verbal abuse,
conflict management, handling anger in self and others, and prevention
of citizen complaints through professional service. Techniques
discussed have been found to be effective in promoting personal
safety, reducing citizen complaints and keeping the professional
out of civil court.
to Patrol Operation Related Programs