HomeMy WebLinkAboutSubmittal-Milton Vickers-FIU Training HandoutCity of Miami Police
Department
Cultural Diversity &
De-escalation Training
Joann Brown Raquel Perez
The 7 C's of Communication
Clear
Concise
Concrete
Correct
Coherent
Complete
Courteous
Positive Verbal Responses
• Please
• Thank You
• You're Welcome
• I appreciate your cooperation
• I do understand the frustration
Positive Listening Responses 0
• 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
• 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
• "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."
FDLE Basic Recruit Training Program p.105
Comm u nica ti • n Art
Communication & Conflict
Types Of Communication Communication And
Conflict
a-ea[ela[Im
Emotional
Intelligence
Vettmt and Non Verbal Cues
Cultural Awareness
Positive Nonverbal Responses
• Face the individual
• Lean slightly forward towards the person
• Nod to express understanding
• Limit hand gestures
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
Language
• conflict
Due To
Differences
In Opinion
Nonverbal
a conflict
65%
■ Delivery
Due To
& Tone
p
Ineffective Delivery
& Tone of
Voice
a-ea[ela[Im
Emotional
Intelligence
Vettmt and Non Verbal Cues
Cultural Awareness
Positive Nonverbal Responses
• Face the individual
• Lean slightly forward towards the person
• Nod to express understanding
• Limit hand gestures
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