NCJ Number
229567
Journal
THE POLICE CHIEF Volume: 76 Issue: 12 Dated: December 2009 Pages: 86,88,90,92,95
Date Published
December 2009
Length
5 pages
Annotation
This article presents the IMPACT model of interpersonal communication for law enforcement officers' interactions with the public.
Abstract
The more skilled officers are at interacting with the public and, in many cases, reducing emotional tension, the less likely they are to trigger complaints or lawsuits, thus enhancing their effectiveness. The IMPACT model of interpersonal communication features six principles that can be applied to virtually any type of law enforcement contact. The six principles are represented in the letters of "IMPACT." "I" refers to the principle of "Identifying and managing" emotions. This involves acknowledging another person's concerns and feelings and then asking questions that guide the other person in reflecting on what they are saying. "M" emphasizes the principle of "Mastering what the other person is saying" and viewing the situation from his/her perspective. This requires officers to suspend their initial assumptions, ask questions, and listen carefully to the person's answers, which can help to explain the person's problematic behaviors. "P" reflects the principle of "Promoting positive behavior." This involves understanding why a person acted as they did and then suggesting a more positive behavior that would have avoided the behavior at issue in the contact. "A" stands for "Achieving rapport" with the other person. This includes avoiding argument, not criticizing the other person, and making the other person feel important and significant. "C" focuses on the need to "Control your response." This means avoiding inflammatory language, providing calm guidance, and acknowledging why the other person is upset and frustrated. "T" involves "Taking perspective." Officers regularly contact diverse individuals very different from themselves in terms of world view, education, emotional maturity, and cultural upbringing. Officers must be trained to recognize such differences and prepare to enter, understand, and provide guidance from within the other person's perspective.