Types of Callers

Question 1

What’s the Verbal Judo?

Answer 1

Effective communication for the police to have a good persuasion

Question 2

1. NICE PEOPLE
   _________________________________________
   a) how are they acting?
   b) how should we treat them?

Answer 2

• cooperative

__________________________________________
1) treat them right or they’ll stop supporting us ✅

Question 3

2. DIFFICULT PEOPLE
   __________________________________________
   a) how to recognize them? (3)
   b) what should WE do? (3)

Answer 3

• don’t do what we ask
• love to argue
• challenge our authority
  __________________________________________

1) don’t resist ✅
2) answer their questions ✅
3) go for the win/win solution. (benefits)✅

Question 4

3. WIMPS ~ TWO FACE
   (Karen)
   __________________________________________
   a) how to recognize them? (8)
   b what should we do? (4)

Answer 4

• sounds like nice people but are difficult
• compliments you and stab lately
• don’t like authority
• don’t like being told what to do
• won’t challenge us directly
• love using Municipal’s laws
• love being anonymous
• racist / sexiest / homophobic
  __________________________________________

1) don’t ignore them ✅
2) confront them directly and honestly ✅
3) stay calm ✅
4) don’t put them down ✅

Question 5

4 quotes for dispatchers

Answer 5

1. ~ Customers are dumb and you’re dumb too when you are one.
   _________________________________________
2. ~ Give them the last word, you’ll have the last action.
   __________________________________________
3. ~ Even if we are talking to criminals, we have to respect them if we want to be professional.
   _________________________________________
4. ~ Let them say what they want, as long as they do what we say.

Question 6

What should we do to calm a situation?

Answer 6

EMPATHIZE

• standing in someone’s shoes