Ann Arbor police learn 'verbal judo' to effectively deal with difficult people
Consider a police officer’s day for a moment. First of all, the officer’s “day” may come when the rest of us are sleeping or are at least home relaxing. Consider all the different duties officers have and all the different sorts of people they encounter in a work day.
Some will be mad. Some will be sad. Some will be under the influence of drugs, alcohol, rage, frustration, depression, jealousy, self-righteousness, confusion, terror, and any other human emotion possible. To speak to all these people in the same tone of voice would be ineffective and inefficient.
Dr. George Thompson, founder of the Verbal Judo Institute, was an English professor and martial artist holding black belts in judo and tae kwon do. He became interested in law enforcement, quit teaching and became a police officer.
Ann Arbor police officers are taught verbal judo to improve their interactions on the street.
File photo
While policing, he noticed some officers dealt with people very well, while other officers didn't. He studied how the most effective officers communicated with citizens and handled verbal abuse without getting particularly aggravated. These same officers had a knack for being able to talk people down from highly emotional situations.
Based on his observations, Dr. Thompson was able to develop a course for police officers to effectively deal with “difficult” people. Around 1990, Dr. Thompson brought his course to the Ann Arbor Police Department, and up until at least 2009, every incoming officer was given the course by instructors who had been trained directly by Dr. Thompson. Using verbal judo, officers are safer and get fewer citizen complaints.
Police officers must recognize their audience (the citizen they are dealing with) and act and speak appropriately to that person. For instance, at an accident scene where someone is seriously injured, a calming parental tone is required because the only real question that crash victim has is, “Am I gonna be all right?” Even if that injured person is screaming, it is much more effective to speak with a low, slow voice - which conveys confidence that no matter how bad it seems, we are going to get you out of this predicament.
When speaking to an irate traffic violator who is yelling at an officer, it obviously does no good for the officer to try to yell over the top of that person. Instead, the officer is taught to take pride in the fact that he or she can stay unruffled and maintain a somewhat detached professional tone.
The officer has been taught one of Dr. Thompson’s street maxims, “You can have the last word. I have the last act.” That means let the person you're dealing with vent if they want, but the officer will make the ultimate decision to warn, release, ticket or arrest.
Verbal judo also teaches that “the goal of law enforcement is to generate voluntary compliance.” Put another way, it is better to instruct and inform people why they should obey the law instead of just forcing compliance. The recurring theme in verbal judo is to remind officers of the “Golden Rule.” Treat others as you would want and expect to be treated in like circumstances.
For those under the influence of rage, frustration, depression, alcohol or drugs, Dr. Thompson reminds officers that many times, it is their job to think for that individual as they would think for themselves if they weren’t under the influence.
He also reminds officers, “Never use words that rise most readily to your lips or you will give the greatest speech you will ever live to regret.” When in uniform, officers don't have the luxury to say what's on their mind.
Far from a touchy feeling, warm-and-fuzzy speech class, verbal judo also teaches officers that there are times when words won’t work. There are times when all the talking is done or the officer’s safety is too immediately in jeopardy and they must act now. In those instances, the officer must depend on training and ability in physical defensive tactics and the mechanics of arrest. Hopefully, if Dr. Thompson’s techniques are used, in most cases it won’t get that far.
Lock it up, don’t leave it unattended, be aware and watch out for your neighbors.
Rich Kinsey is a retired Ann Arbor police detective sergeant who now blogs about crime and safety for AnnArbor.com.
Comments
Thomas
Mon, Aug 9, 2010 : 11:40 a.m.
These classes are taken by most law enforcement departments, so I wouldn't be surprised if the YPD had already taken them.
Brent Lofgren
Fri, Aug 6, 2010 : 9:43 a.m.
I particularly like the expression 'under the influence of self-righteousness.' Keep up the good work, Mr. Kinsey and law enforcement officers.
Julie Martin
Thu, Aug 5, 2010 : 8:52 p.m.
Good article, well written - thanks!
Brad
Thu, Aug 5, 2010 : 5:59 p.m.
Reminds me of a Ypsi PD joke: Q-How many Ypsi PD does it take to push a prisoner down the steps? A-None - he FELL!
ronn oneal
Thu, Aug 5, 2010 : 5:19 p.m.
You think Ypsilanti PD can follow suit and have the officer's get this valuable training to help tone down a lot of the attitude's they seem to keep on when they come to the south side.
M. Lisa
Thu, Aug 5, 2010 : 11:42 a.m.
Excellent article. I have twice seen our police deal with a psychotic individual. They were superb. They talked him down while remaining respectful. They earned the appellation of "peace officer."
Tallblondchick1
Thu, Aug 5, 2010 : 11:31 a.m.
This was a great book I never did finish it as I lost it halfway through but it had some good points for not only police officers...parents...salespeople..Socially inept people like myself...
Somewhat Concerned
Thu, Aug 5, 2010 : 11:01 a.m.
When they deal with aggressive, loud, frightening panhandlers, people on drugs or are crazy, people who drive civil people away from wherever they're doing their terrifying act, it is important for police to be extremely polite. "Please sir, would it be too much trouble to ask you to stop screaming at the woman who is trying to walk past you without giving you money?" Or, "Please sir, could I respectfully ask that when follow that couple down the street, screaming obscenities at them and their children, that you do it in a slightly lower tone of voice?" We wouldn't want to hurt anyone's feelings or diminish their sense of self-esteem. They have the same right to harass people and disturb people eating on terraces as anyone else has. We certainly wouldn't want to hurt Ann Arbor's reputation as the place where anybody can scream the lewdest, most violent threats with impunity. Ann Arbor is a special place. We want to keep it that way.
A2lover
Thu, Aug 5, 2010 : 10:23 a.m.
All really good advice. Unfortunately, not all officers (male or female) follows this edict all the time. I've seen and experienced, from time to time, officious and belligerent police officers, who demand that they are in the right whatever the situation. This can frequently inflame a situation and the citizen usually ends up arrested. It's a tough job, I fully realize, dealing with myriad of public personalities, and for the most part the A2 police do an excellent job. It's just sometimes they go off script.
ThaKillaBee
Thu, Aug 5, 2010 : 8:20 a.m.
Another interesting article! Mr. Kinsey, thanks!
paroleeplanet
Thu, Aug 5, 2010 : 7:35 a.m.
The only defense the American Citizen has to their "verbal judo", is to cower and beg "Don't TASER me, Bro".
PACE
Thu, Aug 5, 2010 : 7:16 a.m.
A2 PD are some outstanding folks who as a whole are always striving to improve upon themselves. So contrary to the chuckleheads occupying city hall. Its a shame they are being downsized by hietfje a council as time goes by. Great Pd though regardless
trespass
Thu, Aug 5, 2010 : 6:04 a.m.
I would add a bit of medical advice, be literal, be verbal. There are certain common psychological conditions that are characterized by an inability to read non-verbal communications and the tendency to take what is said very literally. For example an officer showing his handcuffs and saying "do you see these" may be understood by most people as a threat to arrest someone but people with certain conditions will not understand that kind of communication. "Difficult people" sometimes have psychological conditions and officers should be trained about the most common conditions.
Brian Bundesen
Thu, Aug 5, 2010 : 6:02 a.m.
When they're ready for the Advanced Class, they should jump on the UM football or political comment boards here on A2.com :D
Craig Lounsbury
Thu, Aug 5, 2010 : 5:44 a.m.
"He also reminds officers, Never use words that rise most readily to your lips or you will give the greatest speech you will ever live to regret. When in uniform, officers don't have the luxury to say what's on their mind." A good piece of advice that applies to most everybody in our jobs and at times in our personal lives as well.