Tactical Communication Techniques

8/13/2019 Tactical Communication Techniques

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Tactical Communication

Techniques

AKA:

Verbal Judo


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Verbal Judo

The mastery of communication

by redirecting behavior with

words.


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Verbal Judo

The martial arts of the

mind and mouth

Professional use of languageUse of words to achieve

professional objectives

Skillful communication that ison target.


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This consists of

Redirection rather than

resistance (not confrontational)

Maximum efficiency and and

maximum effectiveness with

minimum effort.

Mastery through adaptation.


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Goals

Number #1 Goal

INCREASE YOUR SAFETY!


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If what you are doing

isnt good for yoursafety...


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It isnt good, PERIOD!!!


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Goal #2

Enhanced Professionalism


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Principles for Dealing

with Difficult People

Treat the individual with

respect

Let the individuals attitude drift

like boat down the stream,

concentrate on the individuals

behavior


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An Important Point!

We are not in the business of

changing attitudes or beliefs.


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How to handle verbal

abuse

Natural ReactionConfrontation

If it feels goodNo Good!

Studied ResponseDeflection & Redirection


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The Communication

Process

Words7VoiceTone38

BodyLanguage

55


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The deflection principle

If man throw spear at head,

move head then you are not hurt

and the man is disarmed!

If name calling doesnt evoke

the desired response, usually

the person will quit.


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Deflection Techniques

preciate it, but

I understand that, but

Oh yes, but

I hear that, but

I got that, but

I believe that, but

Bad data,but

Its that way,but


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Deflection Techniques

work like a Springboard

Springboard


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Every Word...

Every word following but in

the verbal deflectors should

direct a goal and must be

professional language.


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RE spect vs. Respect

Respect is high or specialregard for someone .

RE spect is always treating

others as you would want to betreated in identical conditions.


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You dont have to Respect the

citizens that you contact. Butyou do have to give them

RE spect!


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How you conduct

yourself...

Directly reflects on your

Agency, as well as your co-

workers

And you!


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The EGO


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The more EGO involved

The less professional power


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The less EGO involved

The greater the professional

power.


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Communication

Talking is only one part of thecommunication process.

For most people, listening is

nothing more thanwaiting to interrupt!


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Street truth #1

People rarely (if ever) say what

they mean!


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Communication from the

receivers point of view.

Being right does not convince

anyone!


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The important thing to

remember is:

HOW YOU SAY SOMETHINGIS MUCH MORE IMPORTANT

THAN WHAT YOU SAY!!!


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The Art Of Translation

For you translation means taking

the meaning in your head and

putting it in someone elses!


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Remember, anybody can make

someone mad. The mark of a professional

is being able to calm someone down.


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Citizens have a point of

view.

Whether right, wrong or unjust.

Y d t h t


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You dont have to agree

with anything they say...

You simply have to understand their

perspectives!


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An important point!

In order to get people to go

where you want you must first

understand where they are.


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Safe Escape

Sometimes, despite our bestefforts, we will not be able to

defuse the aggressor.

In these instances, we need toknow how to safely disengage.


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A Plan of Action

Few things beat a good plan!


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Trust Your Intuition

Recognize and respect yourintuition. Dont ignore or dismiss

it.

Just dont follow it blindly!


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Things to consider

Plan an escape routeOffice configuration

You-closest to the door

Aggressor-greatest distance from the

door.

Pre-select individual placement


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Formulate an Office Plan

Team Approach

If an individual is starting to

exhibit aggressive tendencies

Call for help

Dont wait until he/she is being violent to

call.

TRUST YOUR INTUITION!

Pre-plan which agency you are going

to call

ISP, BPD, State Capitol Security?


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Calling for Help

If immediate help is needed

Speak plain English

If help may be needed, but there

isnt an immediate threat

Signal a co-worker to make thecall for help

Discreetly


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While Waiting for Help

If it is possible

RUN!!!

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Tactical Communication Techniques