Active Listening for Crisis Intervention.

1. Active Listening for Crisis Intervention. Det. David John Jaramillo Albuquerque Police Department Crisis Negotiation Team

2. Training and Credentials • APD’S INTRO/BASIC NEGOTIATIONS • FBI • PATC’S CERTIFICATION COURSE. • CURRENT MEMBER OF APD’S CNT TEAM.

3. PURPOSE • Give uniformed police officers the tools to deescalate subjects that are in crisis

4. OBJECTIVES • Define crisis • What causes people to go into crisis • Types of listening • Initial contact • Arrest and transport authority • Tactics and safety when dealing with people in crisis

5. What is a Crisis? • Subjects ability to cope has been exceeded • Usually precipitated by a life altering/changing occurrence within the last 24-48 hours • Divorce • Job loss • Illness • Psychotic Break

6. Maslow’s Hierarchy of Needs • Self Actualization • Self-Esteem • Love and Belongingness • Safety and Security • Physiological Needs

7. Crisis Continued • Crisis Intervention • Short term , time-limited intervention, designed to re-establish a person’s equilibrium and solve an immediate problem.

8. Crisis EMOTION REASON

9. Crisis Intervention • Rapport-----Negotiation------Resolution REASON EMOTION

10. Attributes of a good Communicator • Good Talker Vs. Good Listener • Car Salesman/ Telemarketer • Negotiator

11. Attributes Cont. • Patience • Confidence • Maturity • Ability to think outside of the box

12. Two Levels of Communication • Content • Just the Facts • Emotion • Feeling about the facts

13. Active Listening • Not only Listening to the subjects words but identifying the emotions and meaning behind them • Active listening is the key element in any successful negotiation/intervention

14. Seven Active Listening Skills • Emotion Labeling • Open Ended Questions • Paraphrasing • Effective Pauses • Reflecting/Mirroring • I statements • Minimal Encouragers

15. Emotion Labeling • Labels the emotion behind what is being said • Example • “There is a dark cloud over me, nothing is fun, and I can’t get a decent nights sleep.” • It sounds like you are really depressed.

16. Paraphrasing • Clarifying or rephrasing the speakers words into your own words. • Example • “She is always talking and she doesn’t care what I say” • Sounds like she doesn’t listen to you

17. Paraphrasing Continued • Example • “I am getting a divorce and I am really afraid that I will never see my kids again.” • Losing your kids seems to be a huge concern for you.

18. Effective Pauses • Silence between important thoughts • Silence is very uncomfortable for most people • Gives the speaker the chance to gather their thoughts. • Usually appropriate when something important is said.

19. Reflecting/Mirroring • Repeating the last few words that were said • Example • “When she talks about taking my retirement I feel really trapped.” • “Like your trapped” • Voice inflection is very important • Should not be used often

20. Minimal Encouragers • Lets the speaker know that you are still there • Allows the conversation to continue without interruption • Example • Uh Huh • OK • Really

21. I Statements • Allows you to tell the speaker how you feel and conveys concern in a non-threatening manner which does not put the subject on the immediate defensive. • Example: • When you say things like that I feel really upset because we were really making some progress

22. Active Listening Continued • Seven Principles • Good to start dialogue and gain rapport • Good to use when dialogue stalls • If you use it too much will sound robotic • Aim to have a normal conversation with the subject, allowing them to vent and directing them toward you ultimate goal!

23. Barriers to Active Listening • Arguing • Ordering • Judging • Pacifying • Derailing • Moralizing

24. Making Initial Contact • Reduce the amount of external stimulus (sirens, non-essential personal, radio volume) • Introduce yourself using your first name and ask for theirs. • The quicker you can gain some kind of compliance and find common ground. The quicker you will resolve the incident.

25. Initial Contact Continued • Remember there is not a right or wrong thing to say • People respond differently • You will be judged on how you can recover • A sincere apology is usually the best way to regain rapport. • Encourage positive behavior by saying thank you (remember to take baby steps)

26. Initial Contact Continued • Remember your non-verbal • Large amounts of communication is done without any words • Posture • Yawning • Laughing • Appearance (Uniform)

27. What to expect when responding to emotionally disturbed persons. • You will be dispatched to resolve suicide and mental health pick up orders. • Responsible for difficult decisions • Pre-swat • PA’s • First contact

28. 43-1-10 Emergency Mental Health Transport • A peace officer may detain and transport a person for emergency mental health evaluation and care in the absence of a legally valid order from the court only if; • 1. Person otherwise subject to arrest • 2. Officer has reasonable grounds to believe that the subject has just attempted suicide • 3. Based on an officers observation and investigation has reasonable grounds to believe that the subject as a result of a mental disorder presents a likelihood of serious harm to himself or others and immediate detention is needed.(grave passive neglect) • 4. C of E

29. Arrest or Not that is the Question • CIT started as a jail diversion program • Taken too far at times (having mental illness is not a get out of jail free card). • Domestic Violence • Resisting or Obstructing, displaying a propensity to violence • Weapon involved • It is not an either/or question. Jail should mental health services

30. Documentation • Synopsis should include what part of (43-1-10) used. • Example: Based on my investigation and observations I had reason to believe “Joe” posed an imminent threat to himself and or others. • Narrative should describe what you observed • Example: “Joe” told me that he has plans to climb up on the bridge and disable all of the traffic cameras.

31. Safety and Tactical Considerations

32. Safety and Tactical Considerations • Hearing Voices • What are the voices telling you • Distance • Giving up ground doesn’t = defeat • Suicide = Suicide by Cop • Pat Downs • Render the subject safe • Reduces exigency increases ability to talk

33. Tactics and Safety Continued • Less Lethal Option • Cover vs. Concealment • Talking behind a Gun • Run your belt tape

34. Conclusion • Defined Crisis • Active Listening • Increased confidence on initial contact • Tactics and Safety • Det. D. Jaramillo 875-3518