VERBAL JUDO

The Gentle Art of Persuasion

VERBAL JUDO
THE CONTENT OF THIS PRESENTATION IS ACCREDITED TO THE
BOOK:
VERBAL JUDO: THE GENTLE ART OF PERSUASION
WRITTEN BY DR. GEORGE THOMPSON [PH.D.] AND FIRST
PUBLISHED IN 1994 IT IS BASED ON HIS EXTENSIVE FIELD PUBLISHED IN 1994, IT IS BASED ON HIS EXTENSIVE FIELD
RESEARCH. ALL MATERIAL AND METHODS DESCRIBED WITHIN
ARE ATTRIBUTED TO HIM.
THE TECHNIQUES OUTLINED ARE WORDED FOR THE LAW THE TECHNIQUES OUTLINED ARE WORDED FOR THE LAW
ENFORCEMENT PROFESSION, HOWEVER ALL PRINCIPLES CAN
BE APPLIED TO ANY SETTING FOR MORE EFFECTIVE
COMMUNICATION.
Dr George Thompson: English professor (turned street cop Dr. George Thompson: English professor (turned street cop
also known as Doc Rhino) ultimately taught one million law
enforcement professionals the art of verbally redirecting
negative behavior. He passed away on June 7
th
2011 at his
home in Auburn, New York. He was 69.
Offi Thi i t i t d
Scenario A
Scenario B
Officer: Good Afternoon sir.
Im Officer Jones with the
State Police. If it is okay
with you, I would like to talk
Officer: This is a restricted area.
Visitors are not allowed
Subject: Why?
with you, I would like to talk
to you about the rules of the
building which restrict
visitors to certain areas of
the complex without an
Officer: Because thats the rules
Subject: This is a public place. I have
the right to be here.
the complex without an
appointment. If you would
like to walk with me back to
the lobby, I would be happy
t i t ith t ti to assist you with contacting
your representative.
SCENARIO A: THE SUBJECT ON THE DEFENSIVE ENGAGES THE OFFICER IN AN SCENARIO A: THE SUBJECT, ON THE DEFENSIVE ENGAGES THE OFFICER IN AN
ARGUMENT, EFFECTIVELY WRESTLING CONTROL OF THE SITUATION FROM THE
OFFICER.
SCENARIO B: THE OFFICER MAINTAINS CONTROL.
The importance of tactical communication
In its 2003 report, Training the 21
st
Century Police Officer: Redefining Police Professionalism
for the Los Angeles Police Department, the RAND Corp. noted that to communicate
effectively is to be skilled in the overt and the subtle, to make ones intentions known whether y ,
the recipient is deaf, unable to understand English, mentally handicapped, enraged, under the
influence of drugs or alcohol, or simply unfamiliar with normal police procedure. Good
officers can communicate effectively even under tremendous stress. The skill is critical to
successfully gaining compliance or cooperation from subjects, and in managing situations
f f ( where arrest, search and seizure, or use of force (which the report notes are intricately
related) are required.
Th kill th l t G D Th f d d id t f th V b l J d These skills, say the late George Doc Thompson, founder and president of the Verbal Judo
Institute, are anything but natural.
Natural communication is what flows from your lips. It gets people hurt.
PRINCIPLES OF TACTICAL
COMMUNICATION COMMUNICATION
Verbal Judo, or tactical communication as it has come to be called, allows
a person to work effectively with individuals regardless of the kind of day
they are having, circumstances in their personal life, or other influences
both positive and negative.
Scenario B in the introduction is one of the many examples in which
Verbal Judo can work for police.
Its part of the S A FE R 8 to 5 technique A cornerstone tactic of Verbal It s part of the S.A.F.E.R. 8 to 5 technique. A cornerstone tactic of Verbal
Judo that can be adapted to just about any contact.
TACTICAL 8 STEP TACTICAL 8 STEP
1. Give an Appropriate Greeting Statement: This should be a statement and not a
question. question.
2. Identify Yourself and your Department: This establishes your legal authority to
stop/detain them as required by the 4
th
Amendment. Research has also shown that people
are less likely to verbally abuse you if they can put a name with a face.
3. Explain the Reason for the Contact: Makes your justification for the stop clear upfront
and clarifies that you are not just harassing some poor citizen while also decreasing
complaints of racial profiling. In addition, it is also a requirement of the 4
th
Amendment that
people have the right to know why they are being detained by the police. g y y g y
4. Any Justifiable Reason For [your actions] Could there be any justifiable reason why
they violated the law?
5. Ask for Identification: This could be a Drivers License or State ID card containing name
d DOB Th it th t d b US S C t li (T and DOB. These are items that are governed by US Supreme Court rulings. (Terry vs.
Ohio)
6. Request Additional Information: Examples include vehicle registration, proof of
insurance, etc. insurance, etc.
7. Decision Stage: This is where you decide on what the disposition of your contact will be.
8. Appropriate Closing Statement: Remember Be polite and professional.
TACTICAL 5 STEP
Every encounter begins with the Tactical 8 Step approach, however some subjects may require
additional verbal persuasion. When the citizen fails to comply with what is a lawful request of the
officer then he/she proceeds directl to the Tactical 5 Step
TACTICAL 5 STEP
officer, then he/she proceeds directly to the Tactical 5 Step.
1. Ask again: Do not make assumptions. Repeating questions may be necessary to avoid
confusion.
2. Set the context: Deflect negative statements while staying calm. Yes, I understand, I hear
that, or I can appreciate that. This is a good time to deflect to a higher authority as in
The State requires that an individual produce their drivers license at the request of an officer
if you are driving a vehicle. y g
3. Present Options: (You have a couple of options here) This may make them feel as if they
are in control, but they must be willing to accept what they choose.
4. Confirm Non-Compliance: (Sir / Maam) is there anything that I can say to make you 4. Confirm Non Compliance: (Sir / Ma am), is there anything that I can say to make you
comply with my lawful orders?
5. Act!: After confirming non-compliance, make sure that you have proper back-up to make an
arrest. The subject has been given numerous chances.
PHRASES TO AVOID PHRASES TO AVOID
Means go away. Especially when said by an intimidating figure.
If someone orders you to come here, ask why?
A more effective and casual approach would be Excuse me, but I need to speak with
f d C ld I k ith f d? you for a second or even Could I speak with you for a second?
This gives the other party the feeling that they had a choice, but your implication was
clear.
Its insulting. Dont pre-judge their ability to comprehend.
Its better to say, This might be difficult to understand, but
Let me try to explain this or even, I hope that I can explain this
Dont whip them in advance for what may be your failure to communicate.
PHRASES TO AVOID
Shows that you are weak and cannot support your order with logic or are insensitive and uncaring
PHRASES TO AVOID
Shows that you are weak and cannot support your order with logic or are insensitive and uncaring.
If you are enforcing rules for a good reason, explain them.
Your audience my not agree, but at least they have been honored with an explanation.
If someone were to say this to you, respond Could you tell me why this rule was created? It doesnt If someone were to say this to you, respond Could you tell me why this rule was created? It doesn t
make sense to me and if you would help me understand why it was made, it would be easier for me to
follow.
The slam dunk of verbal abuse.
It angers people because it brands them as outsiders and cuts them off.
The phrase exposes you as someone who doesnt have a good reason for
answering the question and that you have no power behind your position.
Instead, explain why. Its confidential, not permitted, or there is a reason for being uncomfortable
revealing the information.
If someone were to say this to you, respond It is my business and heres why
PHRASES TO AVOID
An evasion of responsibility almost always accompanied by sarcasm
PHRASES TO AVOID
An evasion of responsibility almost always accompanied by sarcasm.
It comes with two problems, the one you started with and the new one you just created.
If you are unable to assist or dont know how to help, say so and apologize.
Im sorry. I really dont know what to tell you or recommend. I wish I did and Id like to help, but I cant. I m sorry. I really don t know what to tell you or recommend. I wish I did and I d like to help, but I can t.
An apology almost always gain an ally.
If someone were to say this to you, respond I want you to listen to me and help me, then politely
explain how the person can help.
Criticism of peoples behavior implies that they have no reason to be upset.
Rather than reassuring them that things will improve, you have created a new
problem..
Put on a calm face, look them in the eye and say Its going to be alright.
Talk to me Whats the trouble? Talk to me. What s the trouble?
If someone were to say this to you, respond Look, Im obviously not calm and there are reasons
for it. Lets talk about them.
PHRASES TO AVOID
This creates a defensive reaction making people feel deficient or even helpless
PHRASES TO AVOID
This creates a defensive reaction, making people feel deficient or even helpless.
Nobody likes to admit that they have a problem. (People prefer to think of solutions.)
Im sorry. I really dont know what to tell you or recommend. I wish I did and Id like to help,
but I cant. An apology almost always gain an ally. p gy y g y
If someone were to say this to you, respond I want you to listen to me and help me, then
politely explain how the person can help.
Criticism of peoples behavior implies that they have no reason to be upset.
Rather than reassuring them that things will improve, you have created a
new problem..
Put on a calm face, look them in the eye and say Its going to be alright.
Talk to me Whats the trouble? Talk to me. What s the trouble?
If someone were to say this to you, respond Look, Im obviously not calm and there are reasons
for it. Lets talk about them.
PHRASES TO AVOID PHRASES TO AVOID
Almost always a lie.
This threat traps you as you are only left with one option if you dont repeat yourself.
If you are not prepared to act, you lose credibility.
If you are prepared to act, you have tipped off your adversary
Try this instead, Its important that you understand this, so let me say it again. And listen carefully.
Guaranteed to turn your listener into a cynic It begs for a sarcastic comeback.
If you really are then show him offer reasons and give concrete
examples on how his life will improve.
If someone were to say this to you, respond
No one knows me better than I do Im the best judge of of of No one knows me better than I do. I m the best judge of of of
what is for my own good, just as youre the best judge of of
what is best or your own good.
PHRASES TO AVOID PHRASES TO AVOID
You are only inviting conflict with a question like this. No one is going to admit to being irrational, despite
whether they know it to be true.
Be reasonable with them with the language of reassurance - Let me see if I can understand your position.
If someone were to say this to you, respond Im being as reasonable as I know how and with any
luck Ill get better, but apparently I see the issue differently.
IN CLOSING
Remember, Verbal Judo is a way, the gentle way, to engage in
tactical communication or what I call contact professionalism. Think
IN CLOSING
p
of it as a way of life. It is not just for sales, not just to make money
and not just to dominate people. It is a way to live with dignity and
power and assertiveness Power is knowledge in action and the power and assertiveness. Power is knowledge in action and the
knowledge I hope you will gain from this has been tested on the
street by the finest communicators in America. Those whose lives
d d it depend on it.
-George J. Thompson, Ph.D.