TACTICAL COMMUNICATIONS. For. Peace Officers. Student Text

TACTICAL COMMUNICATIONS For Peace Officers Student Text Presented by: Larry Wheaton (403) 510-1363 www.steadfasttrainingsolutions.com For: Columbia College (403) 235-9300 www.columbia.ab.ca 2011 / 2012 George J. Thompson, Ph.D., President & Founder: The Verbal Judo Institute Inc. www.verbaljudo.com

WELCOME! You are about to encounter the latest and most comprehensive presentation of VERBAL JUDO / TAC COM yet developed! Verbal Judo / TacCom has been the leading Police, Corrections and Security tactical communication system since 1983. It is taught to over 700,000 officers belonging to over 700 departments and agencies around the world. The Verbal Judo Institute (VJI) is located in Auburn, NY. We also have National VJI Inc. offices located in Australia, Canada, South Africa, Spain and Sweden. Verbal Judo has also been translated in Danish, Chinese, and Japanese. I have developed an ONLINE Verbal Program for VJ Basic, Teachers, Business, and Recertification for VJ Instructors. To sign up go to www.vjou.com (Verbal Judo Online University). Verbal Judo / TacCom has also been tailored for business, health care, airlines, education system, and even for kids! Feel free to contact us at www.verbaljudo.ca or at our National Office at 1 (780) 983-0351. PLEASE NOTE: All materials, tactics, and strategies herein are the copyrighted trademark of The Verbal Judo Institute, Inc., and George J. Thompson, Ph.D., and any infringement will be prosecuted. Verbal Judo / Tactical Communications are also federally protected phrases of the VJI, Inc. Please respect this copyright! Sincerely, George J. Thompson, Ph.D. President & Founder The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 2

The Verbal Judo Program was born out of a 1982 article printed in the FBI Bulletin entitled "Rhetoric: An Important Tool for Police Officers" based on the "street smarts" of the seasoned patrol officer. Dr. George Thompson has compiled a Tactical Communication system that teaches something that takes the average Police Officer more than 10 years to learn on their own. The Verbal Judo Program continues to develop as Dr. Thompson and his Associates interact with professionals from all walks of life through the hundreds of courses and seminars held each year. While we are always open to new and better ways of doing business, rest assured, the core message remains true the most powerful weapon we possess are our words and our ability to deliver them effectively. This program is applicable for all categories of contact professionals. It should be noted that, although the rules of engagement change for different classes of professionals, they all deal with the same difficult people even though the environments and circumstances change. Most importantly, Verbal Judo works where it is often needed most at home with our families and loved ones. In this sense, Verbal Judo tactics apply to everyone. Tactical Communication is a non-escalation tactic that reduces the need to use deescalation tactics. It allows the person that you deal with the opportunity to do more than just resist you or submit to your authority. It allows that person to "go with dignity" - a new alternative. There are four parts to the Verbal Judo Manual: 1. Professionalism 2. Communication Theory 3. Tactics 4. Other Related Material Professionals need to understand that the times are a changing. The old way of my way or the highway is gone forever. We need to understand the new realities of the use of legitimate power and authority: We need to start responding rather than reacting to threats. We need to realize that our actions will be viewed as a full length HD video instead of a blurry, still photograph of the event. We need to realize the importance of verbal exchange in determining the reasonableness of our actions, especially physical interventions. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 3

Even sequencing has changed. Knowing when words fail and it is time to act (SAFER) will always be taught first, but now Active Listening (LEAPS) precedes the Verbal Tactics (Tactical 8 Step and Tactical 5 Step). Active Listening (LEAPS) truly enables you to "Stay SAFER 8 to 5." If you are not actively listening, i.e., participating in ongoing threat assessment, you will not know when it is time to stop talking and start acting. Therefore active listening is the basis of all staff safety training programs. And so it goes, stay tuned for upcoming improvements to the Verbal Judo training program. As we learn it, you will get it. As it should be! Darcy Pennock Verbal Judo Canada Director The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 4

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PART I: PROFESSIONALISM GOALS OF THE COURSE 8 TRAITS OF THE PROFESSIONAL THE GOAL OF LAW ENFORCEMENT 9 THE INTERVENTION OPTIONS S.A.F.E.R. MOVING BEYOND WORDS 10 THE HABIT OF MIND 11 THE 5 UNIVERSAL TRUTHS PRINCIPLES OF DISINTEREST 12 THREE KINDS OF PEOPLE 13 HOW TO HANDLE VERBAL ABUSE 14 STREET SURVIVAL TRUTH # 1 15 KNOW YOUR WEAKNESSES 16 PART II: COMMUNICATION THE ART OF REPRESENTATION 18 THE L.E.A.P.S. CONCEPT 19 THE ART OF PARAPHRASING 21 E.E.R.P. 22 P.A.C.E. 23 STREET SURVIVAL TRUTH # 2 24 STREET SURVIVAL TRUTH # 3 25 MODULE III: TACTICS Table of Contents CONTROL TECHNIQUES 27 THE ART OF TRANSLATION 28 THE ART OF MEDIATION 29 THE TACTICAL EIGHT STEP 30 THE TACTICAL FIVE STEP 31 MODULE IV: ADDITIONAL INFORMATION BOOK LIST 32 The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 6

We treat people like ladies and gentlemen, not necessarily because they are, but because we are. North Dakota Highway Patrol The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 7

BENEFITS OF VERBAL JUDO 1. Officer Safety Remain Calm 2. Enhanced Professionalism Calm Others 3. Reduced Personal Stress (at home and at work) 4. Decrease Complaints 5. Decrease Vicarious Liability 6. Court Power 7. Improved Morale Ethics comes from the Greek word Ethos which means to be what you represent. TRAITS OF THE PROFESSIONAL: High Visibility Continuous Training Quick Decisions Adapt to Change Codified Body of Knowledge Ethical Standard of Conduct License/Certification: A Symbol of PUBLIC TRUST! The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 8

THE GOAL OF VERBAL JUDO Cooperation (Preferred) To Generate Voluntary Collaboration (Optional) Compliance (Not an Option) INTERVENTION OPTIONS 1. Professional Presence Must demonstrate: PRECLUSION or 2. Verbalization IMMINENT JEAPARDY 3. Control Alternatives 4. Protective Alternatives 5. Lethal Force Section 25 c.c. Reasonable AND Necessary Always consider the totality of the Circumstances Beginning Middle End To win 100 victories in 100 battles is not the highest skill, to subdue the enemy without fighting is the highest skill. - Sun Tzu The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 9

MOVING BEYOND WORDS: THE FIVE CONDITIONS WHEN WORDS FAIL SECURITY Whenever others are in imminent jeopardy ACT! Whenever property under your control is threatened ACT! ATTACK Whenever your personal danger zone (PDZ) is violated - ACT! Based upon: Training & Situation FLIGHT Whenever a subject unlawfully attempts to flee ACT! EXCESSIVE REPETITION No voluntary compliance is forthcoming. You have exhausted all verbal options ACT! REVISED PRIORITIES Whenever a matter of higher priority requires your immediate attention or presence ACT! ACT WHEN ONE OR MORE OF THESE CONDITIONS ARE PRESENT! The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 10

SAMURAI - Those Who Serve: SHIN MU = NO = MIND DISINTERESTED True Warriors fight as professionals, they strive to overcome fear, control anger and avoid revenge. Robert L. Humphrey 5 UNIVERSAL TRUTHS 1. Everyone wants to be treated with DIGNITY and RESPECT - regardless of their behavior *Under the context of S.A.F.E.R.* 2. Everyone wants to be ASKED rather than being told 3. Everyone wants to know WHY they are being asked 4. Everyone wants REAL OPTIONS not threats 5. Everyone wants a SECOND CHANCE Rather than focus on how we are different, we should focus on how we are the same. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 11

3 POWER PRINCIPALS 1. Say what you want Do as I say (Unless S.A.F.E.R. is violated) 2. You get the last word I get the last act (Fighting Words Doctrine) 3. Respect vs. REspect (The Golden Rule) PRINCIPALS OF DISINTEREST Professional vs. Personal Face Respond vs. React Reasonable vs. Severe Resistance Never inflate someone with adrenaline Attitude vs. Behavior Everyone has a good reason The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 12

10 10 NICE 0 10 DIFFICULT? 10 DECEPTIVE Wimp or Wolf? You must use your professional face with all three! The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 13

Ancient Samurai saying: When man throw spear at head move head. How do you take away 98% of another person s power? Don t react to their words! Anatomy of a verbal assault the more focused the assault, the more powerful the assault: Authority Profanity Threats* Family Other staff Age Physical features Skill/competence Education Economic status Religion Anything/everything else! *Not a threat in the sense of a S.A.F.E.R. violation, rather a threat to file a complaint or have you fired. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 14

STREET TRUTH # 1 People Seldom Say What They Mean Meanings: Help Stressed Fear Anger Words Word Blocks - Continued Word blocks (Deflectors): I appreciate that, and I can see your upset, why don t we... I understand, and in your position I d feel the same way, however... I hear that, and I want to help, so You re not the first person to say that, but... I got that, you think it s not fair, how about... Reasons to use word blocks (Deflectors): Makes you feel good Spring board focus technique Disempowers the other Sounds professional The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 15

OUR IDENTITY: In contact with self In contact with the organization In contact with the subject Name It: Define It: Mr/Mrs. Wanna Bet : He/She who: Challenges my authority Own It! The path to strength is built upon recognized weaknesses. Know thy self, know thy enemy. A thousand battles, a thousand victories. Sun Tzu The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 16

Use techniques that create in the mind of the other. George J. Thompson, PhD. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 17

THE FIGURE EIGHT EGO Anger Department Stress C Fear Rules Policies Procedures Regulations POWER & SAFETY Active Mental Illness Alcohol Drugs Jealousy Embarrassment Power Principles: As ego goes UP, influence and safety goes DOWN! As ego goes down, influence and safety RISE! You must DISAPPEAR to have influence over others! Complete Public Transparency The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 18

What is the opposite of talking? It should be listening, but for most people, it is waiting...waiting to interrupt! THE L.E.A.P.S. CONCEPT Listen Empathize Ask Paraphrase Summarize Listening Be open and unbiased Hear literally Interpret accurately Act appropriately Empathize Develop a sense of otherness, a sense of what it might be like to see through the eyes of the subject and then construct a verbal means to relate to that subject. There are always two problems, the way you see the problem and the way the subject sees the problem and they are always different! Tactical Empathy: Using empathy as a tool to calm others down. You don t have to agree with the person, you simply need to appear to be trying to understand where they are coming from. Tactical Empathy is performed through your facial expression, body language and voice. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 19

Ask - The five types of questions Fact finding General Direct Leading Opinion Seeking Forecast/Set Context Vary the questions Paraphrase The most powerful communication tool Let me be sure I understand what you just said The other s perceived meaning in your words Summarize Creates decisiveness and authority Reconnects when temporarily interrupted Used to move the situation forward ( What s your plan now? ) The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 20

THE MOST POWERFUL COMMUNICATION TOOL Paraphrasing is a necessary backup system to communication, especially since people rarely mean what they say. Place the other people s perceived MEANING into your WORDS and give it back to them to modify or clarify. M1 "Let me be sure I understand what you just said!" X Y You can take CONTROL of the encounter by INTERRUPTING someone and not generating resistance. The other can CORRECT you if you have made an error. No one will listen harder than to their own point of view. It CREATES EMPATHY. It often MAKES the other MODIFY his/her initial statements (become more reasonable) because he/she get to hear his/her MEANING in different WORDS and TONES. It can CLARIFY for those who may be standing nearby. It reinforces your own memory. The mind remembers what the mind does. Your documentation, written or oral, will be more concise and accurate. It generates THE FAIR PLAY response. You have listened and made an effort to understand the other. The other is almost forced (psychologically) to do the same for you. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 21

E.R.P.P. THE FOUR APPEALS: SOURCES OF PERSUASION PRACTICAL PERSONAL PERSUASION ETHICAL RATIONAL The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 22

When faced with verbal resistance, diagnose with P.A.C.E. PROBLEM How do YOU define the problem? Ask YOURSELF the rhetorical question... How does the other person see the problem? AUDIENCE How are people different? YOU must identify the role the other person is playing. Place YOURSELF in the shoes of the other person. CONSTRAINTS Identify the obstacles to effective communication. Ignore more, not less. Some constraints can be ignored. ETHICAL PRESENCE YOU are a Professional. Project that presence so others will feel it also. Remember: Every time YOU make a professional contact, YOU put in or take out a brick of professional presence. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 23

STREET TRUTH # 2 Two People = Six: Real Self (RS) Self as Seen by Self (SS) Self as Seen by Other (SO) Real Self (RS) Self as Seen by Self (SS) Self as Seen by Other (SO) How others see you is most important for your safety! STREET TRUTH # 3 93% of Your Effectiveness = Delivery Style Content = 7-10% It s not what you say it s how you say it! If you make a mistake with the words you choose then communication breaks down and credibility is lost. Know how to articulate the law and explain it to the subject in a way they understand. Voice = 33-40% Tone = Attitude Prevent your negative feelings from surfacing. Project Empathy and professionalism with tone. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 24

Pace = Speed Fast and you sound uncaring and bored. Slow and you sound patronizing and unsure. Pitch = Volume Loud sounds intimidating and rude. Soft lacks Command Presence. Modulation = Inflection If improper, the wrong message is sent. Fine Tune Your Ear! ONV (Other Non-Verbal s) = 50 60% 90/10 Principle +90% Body Language -10% Body Language 10% of the body cannot lie. Therefore, whenever you detect a contradiction in body language, be prepared to believe the minor element. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 25

Good tacticians always fight with the advantage! George J. Thompson, PhD. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 26

MAINTAIN THE PROPER DISTANCE! (Know Your Personal Danger Zone) Flanks Flanks 45 45 Reactionary Gap Contact & Cover Intimate < 1.5 Tactical 90 Personal 1.5 4 Cut & Herd Remove the audience Social 4 10 Public > 10 The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 27

THE GOAL OF COMMUNICATION an effective exchange of meaning (M1) Code Send M1 External Noise Feedback Code and Send according to your audience to ensure proper Decoding The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 28

WHAT THEY THINK THEY WANT VS. WHAT THEY ACTUALLY NEED Time Money Family Career C Court Reputation Jail Stress + - + Three Keys to Effective Options: Be specific Be prepared to enforce the negative Employ the most powerful principle in communication THE SELFISH PRINCIPLE The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 29

1. Formal Greeting Good Morning / Afternoon / Evening / Hello / 2. Identify Self and Department Personalize 3. Rea/son for the contact Pause 4. Justification? Give them a voice 5. Request Action or Information 6. Additional Information This is Why 7. Decision / Summarize Will you Cooperate? 8. Close Thank you / I Appreciate That / Have a good Morning / Afternoon / Evening / Take Care Vehicle Stop Variation (Steps 1 4 remain the same) 5. Request Driver s License Personalize 6. Request Insurance/Registration Forecast / Set the R.A.M. 7. Decision Take 1 / Give 1 or 2 8. Close Thank you for your cooperation, you are free to go, please be careful pulling back into traffic. Polite Courteous Professional The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 30

WHEN FACED WITH RESISTANCE Practical 5.4 CONFIRM Personal 10 5.3 PRESENT OPTIONS 9 5.5 ACT! 0 10 Ethical 5.1ASK Lock Down 7 10 Rational 5.2 SET CONTEXT Never vary the order Cover all verbal bases unless S.A.F.E.R. dictates otherwise The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 31

ASK or Command (under exigent circumstances) Performing what you represent Use an interrogative voice SET CONTEXT Telling people why is a sign of respect Calms people down Use a declarative voice PRESENT OPTIONS Show the subject why it is in their best interest to cooperate Use a benevolent voice CONFIRM Provide the subject with one last opportunity to comply Help them to save face Use a nice voice ACT! Sir, is there anything I can say to earn your cooperation? I d like to think so. The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 32

Books by Dr. Thompson Verbal Judo: The Gentle Art of Persuasion Thompson, George J., Harper Collins* The Verbal Judo Way of Leadership: ``Empowering the Thin Blue Line from the Inside Up`` Thompson, George J, Looseleaf Law Publications Inc. Verbal Judo: ``Redirecting Behavior with Words`` Thompson, George J., Institute of Police Technology and Management Verbal Judo: ``Words As A Force Option`` Thompson, George J., Charles C. Thomas Law Enforcement Emotional Survival for Law Enforcement: A Guide for Officers and Their Families Gilmartin, Kevin M., E-S Press Warriors: On Living with Courage, Discipline, and Honor Christensen, Loren W. (Ed), Paladin Press Intuition The Gift of Fear: DeBecker, Gavin, Dell Publishing Protecting the Gift: Keeping Children and Teenagers Safe (and Parents Sane) DeBecker, Gavin, Dell Publishing Blink: ``The Power of Thinking Without Thinking`` Gladwell, Malcom, Back Bay Books Morals and Ethics Values for a New Millennium: Humphrey, Robert, L., The Life Value Press On Killing: The Psychological Cost of Learning to Kill in War and Society Lt. Col. Dave Grossman, Back Bay Books On Power and Strength The Art of War: Sun Tzu, various editors and numerous publishers Inspirational Words to live (and die) by The Last Lecture: Pausch, Randy, Hyperion Press *Denotes Companion Book to the course The Verbal Judo Institute Inc. George J. Thompson, PhD. President Page 33