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
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
Hi All, Please see this valuable article about violence in healthcare. It’s a useful article in that it highlights the growing violence which healthcare professionals must face every day. Healthcare in the present era is not the healthcare of our parents and grandparents. Most nurses today experience levels of anxiety and aggression in patients and visitors that simply did not exist years ago to the … Continue reading Creating a Non-Escalatory/Safe Culture is far more than simply using a “Technique”
Hi All, It’s funny how two seemingly disparate voices can see and speak the same truth. “In our quest for happiness and the avoidance of suffering, we are all fundamentally the same, and therefore equal. Despite all the characteristics that differentiate us – race, language, religion, gender, wealth and many others – we are all equal in terms of our basic humanity.” ~ Tenzin Gyatso, … Continue reading The Big DL & GJT on How to Save the World
Hi All, Please see this brief article targeted at a leadership audience. As the author of that article makes clear, getting the last word when involved in a verbal retort with someone is an ego-boost. The ego, in its drive to be correct, wants the last word, and we often find ourselves doing whatever it takes to get it. For Law Enforcement, Public Safety, … Continue reading The Last Word
Hi All, For the Contact Professional, it is vital that s/he gets and maintains rapport with others, all the while remaining physically safe. How do you get a rapport with others, particularly those in crisis? Two things constitute a fundamental baseline and are the very foundation of any non-escalatory and de-escalatory efforts. With these two things in place, non-escalation and de-escalation efforts will have the … Continue reading A Baseline Strategy for all De-Escalation
Hi Everyone, I recently had the privilege of participating in a whole day of training with Retired Police Chief of Raleigh, NC, Harry P. Dolan. What an amazing experience it was! His subject matter expertise spans the full gamut of verbal de-escalation strategies. He covers everything having to do with creating the very best public servants. He does an amazing job at conveying the roots (Aristotle’s … Continue reading Chief Harry P. Dolan – An Amazing Experience
Please see this good article (link is also at the bottom of this post) over at Leadership Caffeine. It speaks to the need of adaptability in leaders, adaptability indeed being THE crucial leadership skill needed in this century. For those of us who enjoy martial arts and combatives, adaptability is also THE fundamental of all fundamentals. The inimitable Bruce Lee shared with us: Set patterns, incapable … Continue reading Leadership Caffeine—Becoming Agile and Adaptable is THE Leadership Issue
Please watch this great video wherein Peter Harrell Jr., Speaker, Trainer & Consultant for Vistelar describes the premier philosophy/method of communicating with other humans, whether this be our family members, co-workers, or others we may encounter as Contact Professionals. What do you think? Continue reading The 5 Universal Truths
