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Extra Resources for You

Rocky Mountain Hostage Negotiators 3 rd Quarter Training July 14, 2009 “Active Listening Skills – A New Approach” . Extra Resources for You. http://www.CopsAlive.com/RMHN. Skills Assessment. How Much Do You Remember? What Are Your Thoughts About Active Listening Skills?

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Extra Resources for You

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  1. Rocky Mountain Hostage Negotiators3rd Quarter TrainingJuly 14, 2009“Active Listening Skills – A New Approach” 

  2. Extra Resources for You http://www.CopsAlive.com/RMHN

  3. Skills Assessment • How Much Do You Remember? • What Are Your Thoughts About Active Listening Skills? • What Do You Want From RMHN?

  4. Skills Assessment Are you, or is your department, a member of RMHN? Yes__ No__ Don’t Know__ How many years have you been a commissioned police officer? ______ How many years have you been a negotiator? Have you ever attended an FBI Crisis Negotiations Course? Yes___ No__ If Yes, how many times? ___ How long ago? ___ Have you ever been taught the “Active Listening Skills”? Yes___ No__ Do you utilize the concept of “Active Listening Skills” in your negotiations? Yes__ No__ Does you team train and practice “Active Listening Skills”? Yes___ No__

  5. Skills Assessment Would you identify the 7 “Active Listening Skills” and Give a brief description: 1. _____________________ = _____________________________________________________ 2. __________ __________ = _____________________________________________________ 3. __________/__________ = _____________________________________________________ 4. __________ __________ = _____________________________________________________ 5. __________ __________ = _____________________________________________________ 6. __ __________________ = _____________________________________________________ 7. ______ ______ ________ = _____________________________________________________

  6. Un-Scramble to Make a Word P R M E E I O

  7. The FBI 7 Active Listening Skills Paraphrasing Minimal Encouragers Reflecting/Mirroring Effective Pauses Emotion Labeling “I Messages” Open Ended Questions

  8. Paraphrasing • Demonstrates Interest • A Summary in You Own Words • Creates Empathy • Builds Rapport Because You Have Heard & Understand • Checks Perceptions

  9. Paraphrasing • “Are You Telling Me…?” • “Are You Saying…?” • “Do You Mean…?”

  10. Minimal Encouragers • Hummmm • Uh Huh • Oh! • Really? • You Don’t Say • Mmmm • Not Z z z z z z z

  11. Minimal Encouragers • Sounds that let them know you are listening • Short Questions • Does not interfere with the flow • Let’s them know you are there • Encourages them to keep talking Photo: Creative Commons “Listen” by Mika Hiironniemi on Flickr.com

  12. Reflecting/Mirroring • Repeat Back the Last Word or Phrase • Gives Feedback • Asks for More • Creates New Questions Photo: Creative Commons “Mirror Egg Reflections” by LollyKnit on Flickr.com

  13. Effective Pauses Enough Said!

  14. Effective Pauses • Silence • Can be Effective • Most People Will Fill the Void with Talk Photo: Creative Commons “Sandringham Crossing-Stop, Look, Listen” by ?Redvers on Flickr.com

  15. Uses of Silence • When you are about to say something important • When you have just said something important • When they are trying to psych you out Photo: Creative Commons “Listen to me…” by Keela84 on Flickr.com

  16. Emotion Labeling • Try This First! • Respond to Emotions Heard, not in Content • Demonstrates Interest • How They Seem or Sound to You • Be Aware of Missing Emotions • Listen for Conflicts between Heard & Expressed Feelings

  17. Emotion Labeling • You Sound… • You Seem… • I Hear…

  18. “I” Messages • Let’s them know how they are making you feel • Non-Threatening • Doesn’t put them on the Defensive Photo: Creative Commons “Hand Mirror” By desi.italy on Flickr.com

  19. “I” Messages I Feel… (Emotion) When You… (Behavior) Because… (Reason) Photo: Creative Commons “Listening” By Lanuiop on Flickr.com

  20. Uses for “I” Messages • Intense emotions directed at you • They are making communication impossible • They are trying to manipulate you • To Refocus the Conversation • When you are being verbally attacked

  21. Open Ended Questions • Cannot be Answered Yes or No • Usually start with: • How • When • What • Where Photo: Creative Commons “What?!?!” By Dizznbonn on Flickr.com

  22. Use Open Ended Questions • To Help Them Start Talking • To Elicit Examples of Specific Behavior • To Gather Intelligence • To Focus on their Feelings

  23. Open Ended Questions • Can you tell me more about that? • What did you mean? • How did that make you feel? • What happened? • What do you think is going to happen next? • What are you planning to do? • Are you thinking about suicide?

  24. How do You Train to Improve Skills? • Role Playing? • Face/Face or Back/Back? • Single Skill Training? • Games? • Puzzles? • Quiz's? • What do You Suggest?

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