TA03 Dealing with abuse and insults

Question 1

What a the three main techniques that are recommended for dealing with abuse?

Answer 1

• Allow the subject to VENT.
• Use a BLOCKING TECHNIQUE to stop the abuse.
• Use VERBAL DEFLECTORS / REDIRECTION.

Question 2

Why do we let people vent?

Answer 2

• Easy for Police.
• Allows the subject to get the issue off their chest.
• Subject will simply run out of steam.
• This gives you time to listen and observe to time your response.
• Be aware that your body language, stance, facial expression and eye contact may be perceived as ignoring or not listening to subject.

Question 3

What is the blocking technique?

Answer 3

Blocking is used when there may be a requirement to stop the colourful language, e.g. at the Watch House counter when there are other members of the public present.

• Is the most forceful technique.
• You are meeting the subject head on.
• Similar to a Teacher - Student or Parent - Child situation.
• A requirement to use Tactical Communications.
• Risk of escalating the situation.
• Provides starting point for AWOCA.

Question 4

What is the verbal deflector technique?

Answer 4

Using verbal deflectors is a safe way to acknowledge the insult without agreeing with it. Deflection then provides an opportunity for you to get back into the conversation and continue with the compliance situation you are dealing with.

It provides you with a professional response that does not insult or offend the subject. The purpose is to convince the subject that it is a waste of time using insults or abuse

Question 5

What are some blocking technique examples?

Answer 5

“Can you use more appropriate language, thank you.”

“That language is not appropriate in this setting, thank you.”