Effective Communication in the Midst of Stress


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Basic Training

This three-day course (ideally — but a two day and one day version are available) teaches the principles of Verbal Defense & Influence.

The course has four parts.

Part 1: Professionalism

In this section we teach officers to have an elite vision of what it is they do — to see themselves as “Peace Warriors,” who model peace by their mode of speaking and every action.

Officers learn:

Traits of a professional
Goals of professional intervention — 3 Cs
Force options — S.A.F.E.R. concept
Peace phrases
How to keep professionally detached
The three kinds of people
How to handle verbal abuse
How to control your weaknesses
The Art of Representation
How to intervene when other staff are acting unethically

Part 2: Tactical Theory

In this section we teach officers to understand communication from the receiver’s point of view so they can better control an encounter to reach peaceful resolutions.

Officers learn:

The L.E.A.P.S. concept – active listening
The Three Street Truths
People never say what they mean
Two people equals six people
93% of your effectiveness is your presentation style
Content, voice and the other non-verbals
Proxemics defined and utilized

Part 3: Tactics

Once officers have an elite vision of who and what they do and the right tactical theory, this third section focuses on having officers become Verbal Defense & Influence Instructors.

Officers learn:

How to apply the L.E.A.P.S concept – active listening
How to apply the S.A.F.E.R. concept – when words alone fail
How to apply the tactical 8-Step concept – making initial contacts
How to apply the tactical 5-Step concept – managing verbal resistance
The Art of Translation and Mediation
The four ways to appeal to someone in order to generate voluntary compliance

Part 4: Other Related Material

In this section we teach officers how to perform the Verbal Defense & Influence tactics in simulation drills and decision-making scenarios.

In addition, officers learn:

How to debrief an incident in order to improve future performance
How to apply Verbal Defense & Influence tactics to defend their actions to their supervisors and in criminal and civil litigation.
How to write reports to properly “articulate” why the response was appropriate
How to testify in court as to the reasonableness of their actions
How to apply the P.A.V.P.O. and P.A.C.E. concepts

Ideally this course is done in three days, two for the basic class and one for intense scenario practice. It’s more normally done in two days (because of budget and manpower concerns) with the last two hours devoted to scenario training. A one-day class is also offered when time is of the essence.



Confidence in Conflict Book