Certified Investigator Safety Training: De-Escalation Techniques & Awareness

1. Investigator Safety National Certified Investigator & Inspector Training Basic Program Instructor Name Agency

2. Session Introduction

3. Learning Objectives • Upon completion of the session, you will be able to: • Describe security and safety concerns faced by investigative staff and ways they may be reduced. • Identify appropriate de-escalation techniques and when they should be used.

4. Session Map

5. Safety Survey

6. Investigator Safety • Have you ever walked into an interview or inspection and noticed a weapon on the premises? • Yes • No

7. Investigator Safety • Are you permitted to bring law enforcement support along on investigations, interviews, and/or inspections? • Yes • No • Unsure

8. Investigator Safety • Have you ever gone to a subject’s home or location selected by a subject for an interview and not told anyone where you were going? • Yes • No

9. Investigator Safety • Have you ever had an internal ‘bad feeling’ about an investigation, inspection, or interview and done it anyway? • Yes • No

10. Confrontational or Threatening Situations

11. Confrontational or Threatening Situations • Use cues from physical behavior to determine mood • Facial expressions • Eye contact • Tone of voice • Maintain constant awareness of surroundings • Investigator Triad

12. Awareness of Self • Recognize perceptions of you as an investigator and your authority over licensees • Takes constant effort to mitigate these perceptions • Managed through HR and Situational Management skills • Remember who you are

13. Awareness of Others • Observe and interpret emotional and physical behavior • Behavioral Based Analysis • Remember who they are

14. Awareness of Environment • Maintain constant awareness of environment • People • Objects • Physical location • Static vs Dynamic environments • Know egress paths and locations • Remember where you are

15. Exercise: Situational Awareness • What just happened? • What did the person say? • Did they make any gestures? • What were they wearing? • What else did you notice?

16. Fight or Flight Instinct • Natural instinct possessed by all beings • This reliable instinct provides danger radar and should not be ignored • Must know how to read and react to potentially dangerous encounters

17. De-Escalation Techniques

18. De-escalation Techniques • Dealing with Human Beings • We never know how people will respond in a given situation • Behavior is controlled by logic and reason – to a point • Being the subject of an investigation may send some people into “survival” mode

19. Using Verbal De-Escalation • Use only in potentially violent situations when no weapon is involved • Reasoning with an enraged person is not possible • De-Escalation techniques are counter-intuitive and must be practiced before they are needed

20. Be in Control of Yourself • Appear Calm • Use low tone of voice • Remove jewelry or scarves • Remove religious or political symbols • Do not be defensive • Be aware of options for back-up • Be respectful while firmly setting limits • Treat the subject with respect

21. Physical Stance • Never turn your back • Stay on the same eye level • Allow extra space between yourself and the subject • Do not maintain constant eye contact

22. Physical Stance • Do not point or make aggressive gestures • Do not touch the person- for any reason • Keep hands out of pockets

23. The De-Escalation Discussion • Only goals is to reduce the level of emotion • Do not raise your voice • Respectfully answer informational questions, even if rudely asked • Do not answer abusive questions • Explain limits and give choices where possible • Do not solicit or analyze feelings

24. The De-Escalation Discussion • Do not argue or try to convince • Encourage the subject to think cognitively • Suggest alternative behaviors, where appropriate • Give consequences of inappropriate behavior without threats • Represent controls as institutional • Trust your instincts

25. Session Review

26. Knowledge Check De-escalation techniques: • Are counterintuitive since they require us to do things we would not usually do. • Work only when the subject can see the investigator. • May be used only by trained psychologists. • Are always effective in situations where weapons are involved.

27. Knowledge Check When using de-escalation techniques the investigator should: • Maintain constant and persistent eye contact with the subject. • Adopt a submissive gesture toward the subject and keep hands in pockets. • Use a modulated, low tone of voice with the subject. • Place a hand on the subject’s shoulder and speak loudly and firmly

28. Learning Objectives Review • You should now be able to: • Describe security and safety concerns faced by investigative staff and ways they may be reduced • Identify appropriate de-escalation techniques and when they should be used.

29. Questions

30. Session Evaluation

31. In general, this instructor: • Is Unacceptable • Needs Improvement • Is Good • Is Very Good • Is Excellent

32. The style of delivery: • Is Unacceptable • Needs Improvement • Is Good • Is Very Good • Is Excellent

33. The content: • Is Unacceptable • Needs Improvement • Is Good • Is Very Good • Is Excellent

34. The amount of material covered: • Is Unacceptable • Needs Improvement • Is Good • Is Very Good • Is Excellent

35. The usefulness of this session: • Is Unacceptable • Needs Improvement • Is Good • Is Very Good • Is Excellent