Verbal Comm Exam 3

Vogt

The number one thing all officers try to accomplish every day is

to go home at the end of thier shift

Th second most important thing an officer can do is

generate voluntary compliance

Force options

officer presence, verbal direction, empty hand techniques, toys, impact weapons, deadly force

True or False: 97% of most CJ jobs is talking with people

True

Judo means

gentle way

First principle

Never use words that rise readily to your lip, or you’ll make the greatest speech you’ll ever live to regret. 

Proverbs 15:28

A good man thinks before he speaks; the evil man pours out his evil words without a thought

Second principle

If your antagonist can upset you, he owns you. 

Even if you win the argument 

He/She will own you later in an IA complaint or in court

Sucker punches of life

Secretary lies and says the boss is in a meeting 

A punk tells you to “get a life” 

A friend tells you “We’ve got to get together for lunch” but is always busy booked when you try to arrange it.

 Saying things you don’t mean or even outright lying can derail your career

While your body can usually recover from physical blows, _____ _______ inflicted by words are likely to remain in your memory forever.

emotional wounds

First step

The first thing you need to recognize is that crap is being flung and it is being flung at you

Be nice

The secret

If someone insults, resists, or attacks you, laugh it off

3 types of people

nice, difficult, and wimp

Characteristics of nice people

Will do what you ask them to the first time 

Like to cooperate 

Don’t overtly argue with the boss 

Don’t often complain 

Will usually do what a PO asks even if they are nasty about it 

Often have a hard time saying “no” and sticking up for their rights 

Not generally your problem people 

Consequences if you don’t treat nice people with respect

They will do what you ask but they will feel rotten about it 

You will loose credibility 

Gradually they will stop supporting you 

Nice people are rare and you should ____ and thank them for their _____, ____

cherish them; cooperation, sincerely

Characteristics of difficult people

Will generally not do what you tell them to do the first time. 

It is not in their nature to just agree. They often want things their way and they want them their way all the time.  

Their favorite question is “why” 

Difficult people’s nature makes them questions

your authority

your intentions

your reasons

What’s in it for me

It is usually pointless to explain why you’ve asked them to do something 

Many don’t even really care that you have the authority to make the request. 

They may not even care about the consequences of failing to obey. 

They are always interested in how the deal might benefit them 

4 important things to remember

The first principle in verbal judo is not to resist your opponent 

Instead redirect his energy 

Ignoring or dismissing a question is the same as resisting it. 

It is always important to answer, rather than dismiss the question when someone asks “why.” 

Turn question into an opportunity to

Explain yourself 

Tell what you are doing 

Fill someone in on your views 

Educate the person 

Win respect 

Provide a deeper understanding 

Dealing with difficult people

Look at them as a challenge 

Explain and answer the why questions 

Tell them what is in it for them 

Then tell them consequences of failing to comply 

Wimps are the ____ to deal with

toughest

Characteristics of wimps

They sound like nice people but they are really difficult people 

Very skilled at courtesy and politeness 

Nice and polite to your face…then stabs you in the back. 

They will act friendly to your face They will hire a lawyer to do their fighting for them. 

A surprise complaint to IA 

Don’t have the guts to tell you to your face about an issue or problem Do not like authority 

Hate being told what to do 

Wimps make you believe your relationship is well but then

gripe to boss, friends, coworkers

Why are wimps hard to detect

because they’re good at wimpdome

Wimps snipe from a corner

Remarks just loud enough to generate a few laughs and heard by few

Handling wimps

strip them of camouflage

call them out

when they try to wave it off, insist

don’t ignore them

confront them

Where wimps hide

back of room

behind their people

just out of reach

When wimps are exposed they must either ____ or ____

put up; shut up

Wimps will _____ themselves, when confronted they will ____ back down and ____

embarrass themselves; immediately, apologize

Strip phrases

when you are being insulted use words that are not words

Example of strip phrase

Preciate

Deflection phrases

Work with me sir…. 

I can see that you’re upset…. 

What’s the matter…. 

Sir, let me help…. 

For your safety and mine…. 

Sir, could you please help me? 

I’m sorry to hear that…. 

5 step “Hard Style”

Ask, set context, present options, confirm, act

Ask (ethical appeal)

Ask them to do what you want them to do 

Be nice 

Most of the time this is all you have to do 

Tone is ____ _____ and defined by words that are ____ but not said

attitude displayed; added

Set context

Explain (if possible) your request 

Using context grounds yourself on professional ground 

The law or policy then becomes the authority 

Present options

Explain what is going to happen if the subject complies 

Explain what is going to happen if the subject does not comply 

4 secrets to presenting options

Voice (friendly and helpful) 

Put positive first then negative then remind of the positive 

Be specific 

What’s in it for me? 

Why is it important to be specific

generalities cause violence

Confirm

their non-compliance

This phrase alerts your partner or backup that you are about to act. 

This sounds good in court, because you are asking for any way to gain compliance. 

Act

At this stage you can use the force necessary to gain compliance 

You can document in your report how the subject had become non-compliant.