When officers are on patrol and dispatchers and office staff members take phone calls, they are often subject to verbal abuse from suspects or callers. People who come in contact with the EPPD may be upset about a ticket, stressed about a car accident or feel violated by a burglary, causing them to have a strong emotional reaction. The first contact they have after an incident is often with one of our staff and as a result, we equip our department members to handle these responses in a way that de-escalates the situation and keeps both officers and citizens safe.
To that end, last week EPPD officers, dispatchers and office staff attended a training called “Verbal Judo,” a course put on by The Verbal Judo Institute which is based in New York. The course was held locally at the Southwest Metro Training Facility and was taught by a former NYPD officer. The class focused on using verbal tactics, rather than force, to gain compliance. The lessons in this training enhanced the department’s current method of managing non-compliant suspects through spoken commands before resorting to physical force.
The training provided officers with tips on how to listen effectively, read non-verbal clues and use language that will enhance compliance from suspects. For example, if an officer pulls over a car for suspected drunk driving and finds a non-compliant driver, the officer can listen to the driver and then lay out the driver’s options. Oftentimes, this approach allows the driver to calm down, consider the options presented and make the decision to comply with the officer’s request. This reduces the need for force in arrest situations which in turn reduces the risk of injury to officers and suspects.
