Today’s increased service demands and the scrutiny placed upon public safety professionals have resulted in a growing need to master verbal conflict management skills.
When negative verbal encounters escalate to the point where physical intervention is used, criticism often results when it is later discovered that there is little evidence of verbal de-escalation techniques employed by officers. This is particularly true when incident video and audio reviews are utilized.
In some cases, it has become clear that the verbal actions of the public safety responders served to escalate the situation. Administrators are now asking,
“Is this an area in which the training tape has run out?”
“Have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?”