Non-Verbal and Verbal Communication

Non-Verbal Communication

• Non-verbal and verbal signs enable us to determine many things, such as physical risk, pleasantness, or interest.
• Developing a "gut" feeling through observing both non-verbal and verbal signals is important for effective communication.
• Understanding non-verbal signals can help minimize the need for force or aggressive behavior.

Assertive Attitude

• Assertive attitudes are characterized by a win-win interaction, where both the officer and the subject benefit.
• Assertive communication establishes an atmosphere of honesty, respect, and trust.
• Empathetic skills, such as concern and active listening, are essential for effective communication.

Active Listening

• Active listening involves empathetic skills, such as concern, listening, paralanguage, and body language.
• Empathy is putting yourself in another's shoes and listening to their ideas or problems.
• Listening shows concern, allows for venting anger or frustration, and gives time to think and plan.

Intervention Techniques

• Intervention techniques include:
  • Supportive techniques for anxiety (e.g., introducing oneself, asking questions, reflective techniques)
  • Assertive techniques for verbal aggression (e.g., setting clear limits, enforcing those limits)
  • Defensive techniques for physical violence (e.g., practiced body movements, defensive tactics)

Proxemics

• Proxemics is the study of personal and cultural needs of people and the interaction of space and communication.
• Four oval-shaped zones surround each person, consisting of:
  • Intimate zone (0-18 inches)
  • Personal zone (18 inches-3 feet)
  • Social zone (3-12 feet)
  • Public zone (over 12 feet)
• Cultural differences, environmental differences, and personal habits can affect personal space.

Eye Contact

• Proper use of eye contact is an important non-verbal communication skill.
• Maintaining eye contact can indicate concern, support, confidence, and authority.
• Breaking eye contact can be as little as a 40th of a second.
• Direct, uninterrupted eye contact can be used when feeling an assault is imminent or when needing to be assertive.

Gestures and Posture

• Posture and gestures can convey different messages, such as aggression, assertiveness, or submission.
• Understanding various postures and gestures, such as:
  • Head (e.g., back, straight, bowed)
  • Face (e.g., tension, skin color, lips)
  • Breathing (e.g., rate, depth)
  • Shoulders (e.g., back, straight, forward)
  • Arms (e.g., crossed, open, on hips)
  • Hands (e.g., wringing, open, closed)
  • Elbows (e.g., close to body, away from body)
  • Legs or stance (e.g., weight distribution, knee bend)

Verbal Communication

• Verbal communication should be calm, reassuring, and on the same level as the subject.
• Using simple, enforceable options can increase compliance.
• Avoid high-risk verbal techniques, such as giving direct commands or using threatening language.
• Positive commands, such as "STOP" or "LOOK AT ME", can be effective in redirecting thoughts and actions.

Ritualized Combat

• Ritualized combat involves using loud and positive voice commands to redirect thoughts and delay planning.
• Examples include "OPEN YOUR FISTS" or "DROP THE BAT".
• This can create an intense state of conflict between aggression and fear, reinforcing commands.

Active Listening and Empathy

• Active listening involves opening and maintaining communication through empathy, listening, paralanguage, and body language.

• Empathy is putting yourself in another's shoes and listening to their ideas or problems.

• Avoid labeling or prejudging people, and focus on understanding their message.

• Use "I" statements, such as "If I heard you correctly" or "I'm sorry I didn't catch that; would you please repeat".### Stages of Conflict

• There are three stages of conflict: Anxiety, Losing Control Verbally, and Losing Control Physically.

Anxiety (First Stage)

• Triggers: Fear, Hate, Disappointment, Sorrow, Jealousy, Stress, Guilt, Paranoia, Distrust of authority, Feeling cornered, Uncomfortable environment, and Heat.
• Physiological responses:
  • Face color darkens
  • Veins appear in face, neck, and throat
  • Lips are licked often
  • Very little eye contact or staring
  • Breathing is shallow and quickens
  • Eyebrows frown
  • Perspiration
  • Head down like charging bull
  • Pacing or wiggling if seated
  • Dryness of mouth and tongue
  • Little verbalization
• Internal changes: Increased heart rate, increased blood pressure

Losing Control Verbally (Second Stage)

• Characterized by verbal aggression
• External changes:
  • Face darkens
  • Teeth are bared
  • Prolonged eye contact
  • Quicker and deeper breathing
  • Mouth becomes dry
  • Eyebrows frown
  • Head is held back
  • Shoulders are back
  • Hands begin pumping (opening and closing)
  • Kicking ground
  • Shaking
• Internal changes: Increased heart rate, increased adrenaline flow, increased blood pressure, sugar rises, bladder and bowels may let go

Losing Control Physically (Third Stage)

• Characterized by physical aggression
• External changes:
  • Face color changes
  • Distortion of left side of face
  • Aggressors break their stare and look at the target
  • Eyebrows drop to cover and protect eyes
  • Head drops forward to protect neck
  • Verbalization stops
  • Breathing is deep and rapid to bring in oxygen
  • Stance goes from squared to bladed
  • If out of reach, entire body may dip prior to attack
• Internal changes: Heart rate high, blood pressure high, tunnel vision develops, auditory exclusion, large amounts of adrenaline flow into system

Management of Conflict

• In Anxiety stage: Active listening to reduce anxiety
• In Losing Control Verbally stage: Non-verbal cues (assertive, non-threatening, 6 feet from aggressor, lean slightly forward, palms out, and maintain eye contact), verbal cues (allow venting, give directions or set limits)
• In Losing Control Physically stage:
  • Create space
  • Use loud positive commands
  • Aggressively draw a defensive tool
  • Divert aggressor's attention
  • Move quickly into an escort position and take control of the aggressor