TA02 Dealing with difficult people/ AWOCA Flashcards
What is AWOCA?
AWOCA is a five stage process that allows Police to seek voluntary
compliance. It is intended to:
• ensure individuals understand the reasons why they may need to comply
• provide a robust framework that supports Police throughout any follow up
action necessary.
The people you meet may demonstrate any types of what behaviour?
Cooperative Behaviour
Uncooperative Behaviour
Passive Aggressive Behaviour
What does Cooperative behaviour look like?
- Mostly law abiding citizens.
- The kind of people who do whatever you ask them to, the first time you ask them to do it.
- Easiest to deal with.
- Positive “Glass half full” type of people
What does uncooperative behaviour look like?
- Only variance is the “degree of difficulty”.
- May range from “curious to inquisitive” at a low degree of cooperation.
- Totally uncooperative and obstructive.
- Includes people that are prepared to commit offences to be uncooperative.
What does aggressive behaviour look like?
- Appear to be “nice” but operate under a cloud of illusion.
- Cooperative or difficult to your face and may try to back stab you later.
- Least pleasant to deal with (never know where you stand with them)
What does AWOCA stand for?
Ask- Ask (request cooperation). Finish with ‘thanks / thank-you’
Why- Explain why (reason for action / power to act etc)
Options- Provide options (good/bad/good) and explain consequences. Include use of the “4 great motivators” (Time/Money/Family/Reputation)
Confirm- Confirm they understand: “Is there anything I can reasonably say or do to get you to [insert what you require them to do], I would like to think there is”
Act- Act (take appropriate action depending on situation)
Give examples of Verbal deflectors;
“I hear what you are saying, however if we can get
back to the matter of……………”
“I understand what you are saying, however if
we can focus on…………….”
Paraphrasing example;
“So you are [angry/frustrated etc] because of [repeat/
summarise what they told you], is that correct?
What are some examples of showing empathy?
“I can understand why this issue would frustrate / anger you
because I could probably feel similar way if I thought……”
“I would probably feel a similar way if I was in your
position, so how about we deal with this by…………”
[offer possible solutions / options etc]
Ask explained; Ask the person to do what you want or need them to do and follow it up with “thank you”.
- No one likes being told what to do - even if they have to do it!
- We continue to seek voluntary compliance.
- We ask without the threat of enforcement action.
- We follow our request with “thanks” or “thank you”
Why explained; explain the purpose or reason for your request
- This sets the context for your request.
- Everyone likes to know “why” they have been asked to do something.
- Enables them to weigh up the reasonableness of request.
- If subject refuses to cooperate, move to next stage of the process.
Options explained; Provide the OPTIONS that are available to the subject.
- Explain the subject’s options with the Good / Bad / Good.
- Explain the advantages of the good option.
- Explain the consequences of the bad option.
- Reinforce the good option at the end.
- Include any legal authority to act or other requirement to comply.
- You need to think clearly for the subject when they may not be able to think clearly for themselves
What are the 4 great motivators of the OPTIONS stage?
TIME- Save your time or waste your time
MONEY- Cost you money or save you money
FAMILY- Save face in front of the family
REPUTATION- Preserve personal and professional reputation
Confirm explained;
CONFIRM they understand the requirement to cooperate or comply and the consequences by asking at least three questions and outlining the reason for your request.
Act explained;
Time for only talking is over. You need to take appropriate action to safely resolve the situation.
*The AWOCA process continues until you gain their compliance or
cooperation, or until you are required to take other courses of action.
*Ensure you accurately record the use of the AWOCA process in your
Notebook / Job Sheet / Tactical Options Report.
