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Tactical Communication Techniques

Tactical Communication Techniques. AKA: Verbal Judo. Verbal Judo. The mastery of communication by redirecting behavior with words. Verbal Judo “The martial arts of the mind and mouth”. Professional use of language Use of words to achieve professional objectives

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Tactical Communication Techniques

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  1. Tactical Communication Techniques AKA: Verbal Judo

  2. Verbal Judo • The mastery of communication by redirecting behavior with words.

  3. Verbal Judo“The martial arts of the mind and mouth” • Professional use of language • Use of words to achieve professional objectives • Skillful communication that is on target.

  4. This consists of • Redirection rather than resistance (not confrontational) • Maximum efficiency and and maximum effectiveness with minimum effort. • Mastery through adaptation.

  5. Goals • Number #1 Goal • INCREASE YOUR SAFETY!

  6. If what you are doing isn’t good for your safety...

  7. It isn’t good, PERIOD!!!

  8. Goal #2 • Enhanced Professionalism

  9. Principles for Dealing with Difficult People • Treat the individual with respect • Let the individual’s attitude drift like boat down the stream, concentrate on the individual’s behavior

  10. An Important Point! We are not in the business of changing attitudes or beliefs.

  11. How to handle verbal abuse • Natural Reaction • Confrontation • If it feels good…No Good! • Studied Response • Deflection & Redirection

  12. The Communication Process

  13. The deflection principle • If man throw spear at head, move head then you are not hurt and the man is disarmed! • If name calling doesn’t evoke the desired response, usually the person will quit.

  14. 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…” • “It’s that way,but…”

  15. Deflection Techniques work like a Springboard Springboard Professional Purpose

  16. Every Word... • Every word following “but” in the verbal deflectors should direct a goal and must be professional language.

  17. RE spect vs. Respect • Respect is high or special regard for someone . • RE spect is always treating others as you would want to be treated in identical conditions.

  18. You don’t have to Respect the citizens that you contact. But you do have to give them RE spect!

  19. How you conduct yourself... • Directly reflects on your Agency, as well as your co-workers • And you!

  20. The EGO

  21. The more EGO involved • The less professional power

  22. The less EGO involved • The greater the professional power.

  23. Communication • Talking is only one part of the communication process. • For most people, listening is nothing more than • waiting to interrupt!

  24. Street truth #1 • People rarely (if ever) say what they mean!

  25. Communication from the receiver’s point of view. • Being right does not convince anyone!

  26. The important thing to remember is: HOW YOU SAY SOMETHING IS MUCH MORE IMPORTANT THAN WHAT YOU SAY!!!

  27. The Art Of Translation For you translation means taking the meaning in your head and putting it in someone else’s!

  28. Remember, anybody can make someone mad. The mark of a professional is being able to calm someone down.

  29. Citizens have a point of view. • Whether right, wrong or unjust.

  30. You don’t have to agree with anything they say... You simply have to understand their perspectives!

  31. An important point! • In order to get people to go where you want you must first understand where they are.

  32. Safe Escape • Sometimes, despite our best efforts, we will not be able to defuse the aggressor. • In these instances, we need to know how to safely disengage.

  33. A Plan of Action • Few things beat a good plan!

  34. Trust Your Intuition • Recognize and respect your intuition. Don’t ignore or dismiss it. • Just don’t follow it blindly!

  35. Things to consider • Plan an escape route • Office configuration • You-closest to the door • Aggressor-greatest distance from the door. • Pre-select individual placement

  36. Formulate an Office Plan • Team Approach • If an individual is starting to exhibit aggressive tendencies • Call for help • Don’t 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?

  37. Calling for Help • If immediate help is needed • Speak plain English • If help may be needed, but there isn’t an immediate threat • Signal a co-worker to make the call for help • Discreetly

  38. While Waiting for Help • If it is possible • RUN!!!

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