Verbal de escalation tactics

[Defensive tactics]

I would like to start a thread on verbal de escalation techniques, we covered it during our academy but a refresher is always nice, so are different ideas. I read verbal judo once, lost it can't find it for the life of me. This is what I learned (please add)

-let them vent

-use a calm but firm voice

-mantain a non threatining posture

-dont move forward in the conversation until they have calmed down

-redirect (example I am -------tired of waiting in line, you can respond with I can understand why you must be angry thats a long time to have to wait which you must follow with it is not necessary to be yelling at the employees the way that you are)

*on a side note your posture/uniform appearance/fitness level directly correspond to tactical communication IMHO, I believe that an officer with a clean uniform, good hygiene, proper posture, and physical fitness is likely to experience less problems then the officer on the opposite end of the spectrum, I have spoken to several police officers about this and they all agree that the above noted things and more are crucial in tactical communication

thank you and have a nice day

stay safe
ben

[Defensive tactics]

It has been several days since I posted this topic, no one has responded (rather sad really considering the importance of it) moderators can you please close this thread

Ben

[ozsecuritychic]

i can see what you mean about the uniforms the mall across the road from me look like complete slobs and the fitness part they are very overweight couldnt chase anything but their third chins.they always seem to get trouble across there then the people come across the road and are actually pretty well behaved because i dont try to stand over them and be tough.if someone is doing something stupid i will generally say something like can you please stop doing that as you are going to get hurt and i dont want to do first aid to you,normally they are with their mates and feel a bit stupid.but i always try to talk before i have to get physical with anyone cause you just dont know what might happen.

[GCMC Security]

Here at our hospital Verbal DeEscalation is pretty much our only weapon. (darn hands off policy) I encourage my officers to learn as much as you can. I agree that appearance (ie nonverbal communication) is extremly important. If you look like you know what your doing it can bring a situation under control that much easier (sometimes :D )

[crankloud]

One person controlling the conversation ans deveral staff on hand if possible is the way we do it here. We can call a duress and have three security officers and sometimes five or six wardspeople to assist. Safety in numbers seems to work effectively for us. At least five people for a takedown. Remember to remain calm in yourself, don't let the patient see you nervous and most important don't argue or disagree in front of the patient.

[aka Bull]

We are taught MOAB (Management of Aggressive Behavior) in our training. It encompasses much of what you wrote DT.

Talk is always good IMO. Beats the heck out of a struggle and chance of someone getting hurt. Though we carry OC, Tasers and batons, they are farther up the use of force scale - and should be. It's always good to have newer and inexperienced officers observing and learning how effective verbally de-escalation tactics can be.

We usually have numbers working for us too. Several officers as a show of force (as the situation escalates) many times gives the patient pause about taking active agression towards us or staff.

[aphilpot]

In our hospital we have mandatory "Code White" training that centers around Non Violent Crisis Intervention (with verbal de-escalation being a HUGE piece) with re-fresher (re-cert) courses annually.

We have no tasers, batons or spray so we rely heavily on NVCI and verbal de-escalation skills to bail us out. When that fails (and our folks view it as a failure -even though you can't win them all and some patients/visitors are hell bent on causing a physical confrontation) we call a Code and get strength in numbers to assist.

[Charger]

Verbal Judo is one of those things that SHOULD be taught to every S/O out there, but rarely is. The lack of this training, (or lack of attention span during training on the S/O's part), is what gets a lot of the "hot-headed" S/Os in trouble out in the field. Subject makes verbal threats, S/O loses temper and begins arguing, arguing turns into a physical altercation. Happens all too often.

A big part to remember is the "Say what you want, do what I say." philosophy.

"I understand your position sir, but animals simply aren't allowed here."
"I can appreciate your situation ma'am, but you still need to leave."
"I can sympathize with you sir, but you can't leave your vehicle here."

Another key point is getting the subject to agree with you as much as possible. The more you can get them to say "yes", the harder it becomes for them to say "no."

S/O: "Sir, your vehicle is parked in a fire lane, it can't remain there."
Sub.: "Whatever! I see other people park here all the time!"
S/O: "That may very well happen when I'm not around, but I still can't allow you to leave it here."
Sub.: "!@#! you, I'm not moving it."
S/O: "Okay sir, there's 2 ways we can handle this. On one hand, I can call the Police, and have them respond out here to give you a citation for court which would include a hefty fine. Or on the other hand, you can simply move your car. If I have to call the Police, that means we're going to have to wait here for them to respond, which takes more time out of your day and mine, right?"
Sub.: "Yea.."
S/O: "It also means they're going to be angry about having to come out for a parking issue, so you've basically wasted the Police's time when they could be handling more important things, right?"
Sub.: "I suppose.."
S/O: "Not to mention, that you'll have to take MORE time out of your schedule to go to court, and pay money you didn't have budgeted, to take care of the fine, right?"
Sub.: "Well, yea.."
S/O: "So overall, it would be MUCH better for everybody involved if you simply moved your car, wouldn't it?"
Sub.: "Yea, I guess so."
S/O: "So will you move your car now sir?"
Sub.: "Oh, all right, fine. <grumble grumble>"

Sure, the subject might not be HAPPY, but the situation got resolved peacefully, without having to escalate it to PD.

One thing to note, however... In my PERSONAL experience, the "get them to agree" tactic tends to have the REVERSE effect on people who are drunk. They usually DEMAND that you call PD. Not exactly a bright move, but since when are drunks known for making good decisions?

Food for thought.. :D

[ACP01]

I sometimes deal with people who think they should have won money when they actuallly didn't or think they lost money when they actually didn't.

The first thing I do is ask them to a quiet area to explain their situation, give me their "Why or Why nots".

I THEN find out what actually happened. There is no way for the company to cheat as there is always several customer witnesses plus it is all literally in black and white. I am intentionally being vague due to client confidentiality.

Anyway I have their view then I am shown what happened, and more often than not several customers volunteer info.

Anyway the complaintant is not disrupting business, their claim IS checked out, and they get to use me as a verbal vent.

After they calm down they are politely escorted to pick up their belongings and then out. We do this to give them a prolinged cooling off period then they are allowed back the next week. (If they have left quietly)
If they keep argueing or come back next time argueing then they are banned.

[bigdog]

all of the verbal judo in the world wont help you against a person who has already decided he wants to fight. Ive run in too a few of those especially since i started working at the project. Ive drawn oc on a hell of a lot of people in the last year ive been there. actually sprayed 6. the others were either arrested on arrival of police or decided a face full of pain wasnt worth it.

[nyspo]

Verbal Judo is one of those things that SHOULD be taught to every S/O out there, but rarely is. The lack of this training, (or lack of attention span during training on the S/O's part), is what gets a lot of the "hot-headed" S/Os in trouble out in the field. Subject makes verbal threats, S/O loses temper and begins arguing, arguing turns into a physical altercation. Happens all too often.

A big part to remember is the "Say what you want, do what I say." philosophy.

"I understand your position sir, but animals simply aren't allowed here."
"I can appreciate your situation ma'am, but you still need to leave."
"I can sympathize with you sir, but you can't leave your vehicle here."

Another key point is getting the subject to agree with you as much as possible. The more you can get them to say "yes", the harder it becomes for them to say "no."

S/O: "Sir, your vehicle is parked in a fire lane, it can't remain there."
Sub.: "Whatever! I see other people park here all the time!"
S/O: "That may very well happen when I'm not around, but I still can't allow you to leave it here."
Sub.: "!@#! you, I'm not moving it."
S/O: "Okay sir, there's 2 ways we can handle this. On one hand, I can call the Police, and have them respond out here to give you a citation for court which would include a hefty fine. Or on the other hand, you can simply move your car. If I have to call the Police, that means we're going to have to wait here for them to respond, which takes more time out of your day and mine, right?"
Sub.: "Yea.."
S/O: "It also means they're going to be angry about having to come out for a parking issue, so you've basically wasted the Police's time when they could be handling more important things, right?"
Sub.: "I suppose.."
S/O: "Not to mention, that you'll have to take MORE time out of your schedule to go to court, and pay money you didn't have budgeted, to take care of the fine, right?"
Sub.: "Well, yea.."
S/O: "So overall, it would be MUCH better for everybody involved if you simply moved your car, wouldn't it?"
Sub.: "Yea, I guess so."
S/O: "So will you move your car now sir?"
Sub.: "Oh, all right, fine. <grumble grumble>"

Sure, the subject might not be HAPPY, but the situation got resolved peacefully, without having to escalate it to PD.

One thing to note, however... In my PERSONAL experience, the "get them to agree" tactic tends to have the REVERSE effect on people who are drunk. They usually DEMAND that you call PD. Not exactly a bright move, but since when are drunks known for making good decisions?

Food for thought.. :D


i agree on how to handle the situation and i can't agree with ou more on drunks

the problem i see is the lack of training. think alot of companies just want to collect thier checks so the just put a warm body on the site...

[aka Bull]

My favorite tactic, if and when it comes to the part in the conversation where I explain I'll be forced to call in the police, is to call our dispatcher and carry on a short conversation like I'm putting the call into the PD dispatch center.

Amazing how they, usually, quickly change their mind and quietly comply wth the request we've made of them. :)

Of course the first couple of times our dispatchers (read....hospital operators) were slightly confused. Now they laugh and ask me what's going on.

By the way, they've learned to spin the nearest camera onto the scene once I say what part of the hospital I'm at, great to have that record in case it really goes south on us.

[Mr. Security]

Verbal Judo is one of those things that SHOULD be taught to every S/O out there, but rarely is....

S/O: "Sir, your vehicle is parked in a fire lane, it can't remain there."
Sub: "Whatever! I see other people park here all the time!"
Sub: "I'm not moving it."
S/O: "I'm going to give you until the count of 10 to get your no good stinking carcass out of the fire lane!"
Sub: "Yea.."
S/O: "Yeah!"

Driver refuses to leave; security officer cuffs and stuffs driver into his patrol car. Vehicle is towed to a lake and sunk. Sure, the subject might not be HAPPY, but the s/o IS!

I thought that's how we're supposed to handle these situations. :D :p

[Charger]

^^^ ROFL!!

Times like this, I don't mind being mis-quoted... :D :p

[N. A. Corbier]

^^^ ROFL!!

Times like this, I don't mind being mis-quoted... :D :p
Holy crap... I had to reread it for a moment.

[HotelSecurity]

My favorite tactic, if and when it comes to the part in the conversation where I explain I'll be forced to call in the police, is to call our dispatcher and carry on a short conversation like I'm putting the call into the PD dispatch center.

Amazing how they, usually, quickly change their mind and quietly comply wth the request we've made of them. :)

Of course the first couple of times our dispatchers (read....hospital operators) were slightly confused. Now they laugh and ask me what's going on.



I pretend to push the PTT on the walkie-talkie & if the suspect is from out of town I usually talk in French pretending to ask the Operator to call the police. (The word Police is bilingual!). We used to have an Officer who would, like you, actually call the dispatcher & would ask that the PROVINCIAL Police be called. It was a code that the dispatchers knew. (Uniformed Provincial Police only patrol the highways in Montreal).

[ozsecuritychic]

i like the people who think it takes the police ages to come out,i simply say i will give them a call and see if they have just finished a job in the area,you never know they could be driving past.they always seem to do what i say after i point that out to them.

[Mr. Security]

i like the people who think it takes the police ages to come out,i simply say i will give them a call and see if they have just finished a job in the area,you never know they could be driving past.they always seem to do what i say after i point that out to them.

The first thing I do is let the driver see me writing down his/her license plate. 99.9% of the time, if they aren't supposed to be parked there, they move on w/o having to even speak to them. :)

[HotelSecurity]

i like the people who think it takes the police ages to come out,i simply say i will give them a call and see if they have just finished a job in the area,you never know they could be driving past.they always seem to do what i say after i point that out to them.

When someone is smoking illegal substances in a hotel room I do something similar. I knock on their door & tell them that I think one of their neighbours might be a cop. They usually think me & I hear the toilet flushing as I leave :D

[Mr. Security]

When someone is smoking illegal substances in a hotel room I do something similar. I knock on their door & tell them that I think one of their neighbours might be a cop. They usually think me & I hear the toilet flushing as I leave :D

LOL. :D Good idea!

[JB diligence]

I pretend to push the PTT on the walkie-talkie & if the suspect is from out of town I usually talk in French pretending to ask the Operator to call the police. (The word Police is bilingual!). We used to have an Officer who would, like you, actually call the dispatcher & would ask that the PROVINCIAL Police be called. It was a code that the dispatchers knew. (Uniformed Provincial Police only patrol the highways in Montreal).
No offence to your tactic and I really hope it works. Personally I would NEVER use deception because in the long run, you may be deceiving yourself who's safety is #1! If your subject is worthy of police intervention than so be it, sux to be them!

[JB diligence]

Hi all this is my first 'Post'. I replied to one here but wanted to ofer my 2 cents.

I've been in the security biz for 9 years, started by bouncing around different contract company jobs and for the past 4 have been working in-house for a large company. I've worked in mall, hospitals, bars, construction site (till I locked myself out of the security shack and had to break back in, no loss there lol). I'm not a "big guy" 5'8 and 160, so I've mainly had to rely on verbal comms to de-escilate most situations (the odd time physically).

My best advice is to read up on non-verbal communication (body language, uniform and so on)

My tips:

Always keep your uniform a sharp & profesional looking.

Speak to subjects as you'd like to be spoken to (we're authorty figures, tone it down).

Sun glasses work best when people see you take them off when you talk to them.

Show empathy, we may not agree with the person but think how you would feel.

Talk to people on their level, sure "dude & man" may not work with a 30-40 somthing, but could help alot with a teenager i.e. c'mon man you know you can't skate (skateboard) here.

Ask as oppose to demand, believe me works like a charm makes them think THEY HAVE a choice.

keep your hands out of your pockets and look people in the eye with out glaring at theirs.

keep your personal circle for youself.

Sure not every option always works but for me, most times it does.

I could go on but these are my best tips.

cheers!
:D
Jebster

[Michael Ledgerwood]

Ok, this is probably going to cause quite a stir, but I disagree with verbal Judo. I have sat through many boring classes on it and have personally found it doesn't work. The reason being is that you cannot change a suspects mindset period. We are not psychologists, nor do we have the time to try and figure out what a person is thinking. Once that suspect makes up their mind to fight, the fight is on no matter how calm you are or what you say. Does this mean I'm a jerk and badge heavy? No it doesn't. I treat people the same way I want to be treated, and I treat everyone the same. It tends to work. So what I do is as follows:

ME: Sir you are on private property, what is your business here?
SUS: F**K you, I have every right to be here!!!
ME: Sir, the signs are clearly posted that this is private property, again, what is your purpose here?
SUS: Go away!!
ME: Sir, you are in violation of state law, at this time the charge is Criminal Trespass 2nd degree, at this time you are being detained for the charge and the police maybe called to assist. By the way, I can promise you that several officers will respond very quickly and not be to happy with having to come out her to talk to you. I suggest that you do what would be in your best intrest and co-opperate with me. I need to see some ID.
SUS: This is BS (hands me id)
ME: That maybe sir, and I do understand that this is a cool place, however it is extremely dangerous place and not appropriate for you to be here. I don't want to see you get hurt. At this time I am going to read you the Criminal Trespass Warning and have you sign it.
SUS: Fine
ME:: (reads warning) Sir, do you understand what I have just read to you and if you do please sign where indicated.
SUS: (signs paper)
ME: Thank you sir, your co-operation made this a lot easier. You are now free to go home.

The above exchange was based on a real incident between me and a convicted felon who was trespassing. While some would say 'verbal judo' was used, I believe what made the situation in my favor was my attitude. I treated the subject like I would want to be treated. He was not talked down to nor did I raise my voice. I explained to him what he had done and the consequences of his actions, I also told him that if he cooperated he would go home. I was honest and kept my word. My voice was assertive but not aggressive. I believe this is what works. Being honest, and straightforward, as well as educating the person on the consequences of their choices. Also, a officer needs to be assertive. Assertiveness shows control, pasiveness shows weakness and ignorance, aggreiveness shows anger and power hungry. The simple truth is you can't train someone how to deal with a verbal conflict. Use common sense and don't try to force a change on someone. Forcing change leads to arguing and fights. Just my expierience.

[N. A. Corbier]

I do admit that Michael's tactical of simple and direct language does work. Unfortunately, one of the reasons it does work is because the entire interaction was between the security officer and the violator. No external interaction was required.

How well would of it went if Michael was unable to write paper on the trespasser, and had to wait for the local police to arrive to write paper then kick him loose? This is how the Tresspass statute is intrepreted in several states - only a sworn law enforcement officer may issue a trespassing warning, after determining from the agent of the owner that the person is no longer wanted on the property.

[aka Bull]

...Once that suspect makes up their mind to fight, the fight is on no matter how calm you are or what you say...

I'd like to say that what is an aim of a verbal judo, or in the management of aggressive behavior, is to intercede in the suspects thought process before they have made up their mind to fight.

On a regular basis in the hospital emergency room, last night with at least three patients, using my verbal skills prevented or detered their escalating behavior before they got set to fight - no matter what. The interaction is designed to get control and hold on to it. A competent authoritative command presence definitely gives the suspect the view that they won't be able to bull (no pun intended) their way past you.

Being respectful along with that competent command presence is one of the elements letting suspects know they are not dealing with someone that will be intimidated.