Tactical Communication

Techniques
AKA:
Verbal Judo
Verbal Judo
4The mastery of communication
by redirecting behavior with
words.
Verbal Judo
The martial arts of the
mind and mouth
4Professional use of language
4Use of words to achieve
professional objectives
4Skillful communication that is
on target.
This consists of
4Redirection rather than
resistance (not confrontational)
4Maximum efficiency and and
maximum effectiveness with
minimum effort.
4Mastery through adaptation.
Goals
4Number #1 Goal
4INCREASE YOUR SAFETY!
If what you are doing
isnt good for your
safety...
It isnt good, PERIOD!!!
Goal #2
4Enhanced Professionalism
Principles for Dealing
with Difficult People
4Treat the individual with
respect
4Let the individuals attitude drift
like boat down the stream,
concentrate on the individuals
behavior
An Important Point!
We are not in the business of
changing attitudes or beliefs.
How to handle verbal
abuse
*Natural Reaction
wConfrontation
wIf it feels goodNo Good!
-Studied Response
6Deflection & Redirection
The Communication
Process
Words
7%
Voice
Tone
38%
Body
Language
55%
The deflection principle
4If man throw spear at head,
move head then you are not hurt
and the man is disarmed!
4If name calling doesnt evoke
the desired response, usually
the person will quit.
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
Deflection Techniques
work like a Springboard
Springboard
Every Word...
4Every word following but in
the verbal deflectors should
direct a goal and must be
professional language.
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.
You dont have to Respect the
citizens that you contact. But
you do have to give them
RE spect!
How you conduct
yourself...
4Directly reflects on your
Agency, as well as your co-
workers
And you!
The EGO
The more EGO involved
4The less professional power
The less EGO involved
4The greater the professional
power.
Communication
4Talking is only one part of the
communication process.
4For most people, listening is
nothing more than
waiting to interrupt!
Street truth #1
4People rarely (if ever) say what
they mean!
Communication from the
receivers point of view.
Being right does not convince
anyone!
The important thing to
remember is:
HOW YOU SAY SOMETHING
IS MUCH MORE IMPORTANT
THAN WHAT YOU SAY!!!
The Art Of Translation
For you translation means taking
the meaning in your head and
putting it in someone elses!
Remember, anybody can make
someone mad. The mark of a professional
is being able to calm someone down.
Citizens have a point of
view.
4Whether right, wrong or unjust.
You dont have to agree
with anything they say...
You simply have to understand their
perspectives!
An important point!
4In order to get people to go
where you want you must first
understand where they are.
Safe Escape
4Sometimes, despite our best
efforts, we will not be able to
defuse the aggressor.
4In these instances, we need to
know how to safely disengage.
A Plan of Action
4Few things beat a good plan!
Trust Your Intuition
4Recognize and respect your
intuition. Dont ignore or dismiss
it.
4Just dont follow it blindly!

Things to consider
Plan an escape route
Office configuration
You-closest to the door
Aggressor-greatest distance from the
door.
Pre-select individual placement
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?
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 the
call for help
Discreetly
While Waiting for Help
If it is possible
RUN!!!