Look Behind the Anger (and other emotions)

When dealing with others (loved ones, co-workers, customers, C Suite executives, absolutely anyone), it’s very useful, indeed vital, to see as they see. It doesn’t matter if you agree with them. It matters, however, that you strive to see matters as they see them. This is empathy. Don’t confuse empathy with sympathy (many people do); the two are different. When dealing with someone who is … Continue reading Look Behind the Anger (and other emotions)

Distraction is Dangerous

I ask that you reflect upon how many (some might say most) modern human beings are far worse at reading the body language of their fellow human beings than our ancient ancestors. Why? Because we are distracted by words. We place such a high importance on what others verbally say, while we overlook what their bodies are non-verbally saying. We are distracting ourselves (by an … Continue reading Distraction is Dangerous

REspect All Persons…Always

Dr. George Thompson, creator of Verbal Judo, identified (and gave a name to) just this practice of professionally given “REspect” (his unique spelling) to distinguish it from the commonly known form of earned “respect.” This is one of the many tools, tactics, practices, and strategies that he contributed to the world of Conflict Communication. His pioneering work forms the foundation of many Conflict Communication programs … Continue reading REspect All Persons…Always

De-Escalate This Person First

See this valuable article over at Police1. The points therein are all fundamental to all high-quality Conflict Communication training. So often overlooked in Conflict Communication training is the fact that the most important person to keep non-escalated, and to de-escalate as necessary, is oneself. All success sits on this fact. Leaders, pay attention to this. If you have on your force an Officer Schitzstorm (thank … Continue reading De-Escalate This Person First

How not to Represent an Organization (Hint: It’s not about you)

Hi All, Please read this article over at Police1. It’s about a young man who felt he needed to express himself on TikTok. It’s important to note that this gentleman was disciplined because of what he did. He could have kept his perceptions and intentions to himself. The moment he acted on them, however, by posting them on social media it became an issue for … Continue reading How not to Represent an Organization (Hint: It’s not about you)

Empathy is not Sympathy

Hi All, I continue to witness how many people confuse empathy with sympathy.  They are not the same! Just the other day, I was having a conversation with a high-level law enforcement leader.  I mentioned the value and importance of empathy for Law Enforcement, Police, and Security Professionals.  He quickly nodded, affirming that he agreed.  Then he made a statement where he explicitly made synonymous … Continue reading Empathy is not Sympathy

How & Why to Be UnTriggerable in Conflict

  Hi All, We’ve all been there.  Someone with whom we’re dealing gives us a look, calls us an asshole, or simply walks away in a disrespectful manner while we’re talking to them. Or some variation of dismissive, insultive, disrespectful behavior.  As a Contact Professional (e.g., Law Enforcement, Security, Parking Enforcement, etc.), it is our duty to maintain our professional behavior despite provocations from others.  … Continue reading How & Why to Be UnTriggerable in Conflict