Pregledni rad
https://doi.org/10.20471/june.2024.60.02.08
Psychological Techniques in Crisis Negotiation
Ivana Glavina Jelaš
; University of Applied Science of Criminal Investigation and Public Security, Ministry of the Interior, Zagreb, Croatia
Franjo Filipović
; Franjo Filipović, Riot Police Command Headquarters, Ministry of the Interior, Zagreb, Croatia
Ivan Pranjić
; Ivan Pranjić, Special Police Unit, Ministry of the Interior, Zagreb, Croatia
Sažetak
Aim: Crisis negotiation is a very effective police tool for the successful and peaceful resolution of various types of crisis interventions, with different types of interventions being the focus of this review. Materials and Methods: One of the most effective communication skills negotiators use is active listening. Active listening involves focusing attention on what the person is saying without judging, while non-verbally and verbally letting the person know that he is being listened to. In the negotiation context, it calms the perpetrator, encourages him to talk, enables rapport building between the negotiator and the perpetrator, and encourages a change in the perpetrator’s behaviour. Results: Techniques that are most effective in crisis negotiation are paraphrasing, mirroring, “I” messages, minimal encouragements, pause, open-ended questions and emotion labelling. The paper also describes important factors for the effective use of active listening in crisis negotiation. Conclusion: Important factors for the effective use of active listening in crisis negotiation are non-judgmental acceptance, rapport building, maintaining dignity, authenticity, and empathy.
Ključne riječi
Negotiating; listening effort; police; crisis intervention
Hrčak ID:
318755
URI
Datum izdavanja:
1.7.2024.
Posjeta: 0 *