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Full Description
Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model provides law enforcement professionals with a comprehensive, easy-to-follow model designed specifically to improve communications with victims, witnesses, subjects, and other members of the public. Harnessing 30 years of front line law enforcement experience, author Brian D. Fitch outlines practical strategies in a six-step model, IMPACT, which asks professionals to:
Identify and master emotions
Master the story
Promote positive behavior
Achieve Rapport
Control your response
Take perspective
When used correctly, this model will help readers communicate and connect more effectively with people in virtually any law enforcement environment.
Contents
Chapter 1: Introduction to the IMPACT Principles
Interpersonal Communication in Law Enforcement
Benefits of Effective Interpersonal Communication
Communication Myths
The IMPACT Principles
Chapter 2: Identify and Manage Emotions
History and the Study of Emotions
The Emotional Brain
Logic Versus Emotion
"Fight or Flight"
Tools for Managing Emotions
Chapter 3: Master the Story
Mindless Listening Versus Mindful Listening
Barriers to Effective Listening
Developing the Right Attitude
Eight-Step Strategy for Effective Listening
What to Avoid
Chapter 4: Promote Positive Behavior
Conflict Style
Remove the Barriers
Ask for a Commitment
Closing the Deal
Chapter 5: Achieve Rapport
Trust and Rapport
Interpersonal Communication
Chapter 6: Control Your Response
The Truth About Anger
Thoughts, Feelings, and Behaviors
Beliefs, Labels, and Self-Talk
Steps to Improving Emotional Management
Chapter 7: Take Perspective
The Power of Perspective
Attribution Theory
Self-Fulfilling Prophecy
Empathy
Chapter 8: Putting the IMPACT Principles to Work
Communication Competence
The Johari Window
The Conscious Competence Model
A Plan for Improvement
