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HomeMy WebLinkAboutSubmittal-Milton Vickers-FIU Training HandoutCity of Miami Police Department Cultural Diversity & De-escalation Training Joann Brown Raquel Perez FI U(-I,LI. FGF. OF ARCIIITE(:TURL, + I III': AR I S Communication Arts The 7 C's of Communication Clear Concise Concrete Correct Coherent Complete Courteous • FIU Communication Arts ‘,I Alt(. MITI.( I URI(i I III, ARTS Positive Verbal Responses • Please • Thank You • You're Welcome • I appreciate your cooperation • I do understand the frustration FIU Communication Arts II'RI , I1II ;ARI, Positive Listening Responses IP • Clarification —"Can you describe what you mean?" • Paraphrasing —"It appears that things are going well." • Reflection —"You're feeling sad and frustrated." • Summarization —"Sounds like things are overwhelming you„ • Primary -Level Empathy —"I hear sadness in your voice as well as frustration, and I am concerned about you." FDLE Line Supervisor p. 12 FIU Communictn At C;UI.LG ;I. UP AR(a:.II I`I'ioF:C rVRrI(+ s PHP. AR I S De -Escalation Strategies • Remember Anger Is A Secondary Emotion • Speak In A Calm, Slow, Clear Voice • Use Positive Verbal And Nonverbal Responses • Try To Reduce Background Noise And Distractions • Avoid Minimizing The Individual's Situation • Allow The Individual To Ventilate • Use Active Listening • You May Need To Repeat; The Individual(s) May Be Distracted • Be Patient; Allow The Individual Time To Respond • Reframe Responses • Use "Please" And "Thank You" Often • Remain Friendly But Firm Communication Arts ('.OI I.II(;L (1F Alt(.LIILH(,TIIRL: , THE ARTS Fi U 16-00180-Submittal-Milton Vickers-FIU Training Handout SUBMITTED INTO THE PUBLIC RECORD FOR ITEM DI.2 ON 3/11/2016. CITY CLERK. • "Demonstrate courtesy by showing consideration, respect, and cooperation when interacting with others. Courtesy and professionalism go hand in hand when interacting with members of the community and other law enforcement professionals. Treat all people with dignity, courtesy, and respect, regardless of race, gender, appearance, or behavior. Maintaining a professional, courteous demeanor will help you respond appropriately to any situation." 1 FDLE Basic Recruit Training Program p.105 Communication Arts (A)111,61.. OF AR(.II11 Ps'.'I l'R(. 1 111 ARl s Communication & Conflict Types Of Communication Communication And Conflict • Language Nonverbal • Delivery & Tone • Conflict Due To Differences In opinion • Conflict Due To Ineffective Delivery & Tone of Voice Communication Arts (.t)1 I.EGE OF ARCHITECTURE. t THE AR'T'S • Policing through Effective Communication Leadership oe-escalation Emotional Intelligence Verbal and Non Verbal Curs Police Community Cultural Awareness FIU 4111 Positive Nonverbal Responses • Face the individual • Lean slightly forward towards the person • Nod to express understanding • Limit hand gestures FIU Communication Arts ( 01 I P(,I t)I AIi wit( l'111 , 1111 :AILI ilo Steps of Active Listening 1. Stop talking 2. Put the speaker at ease 3. Look and act interested 4. Remove distractions 5. Empathize with the speaker 6. Be patient with the speaker; communication patterns may differ from your own 7. Hold Your Temper 8. Go easy with comments and criticism 9. Ask questions FDLE Line Supervisor p. 12 FI Communication Arts COLLEGE of ARCHITECTURE + THE ARTS SUBMITTED INTO THE PUBLIC RECORD FOR ITEM D1.2 ON 3/11/2016. CITY CLERK.