Maricopa Community Colleges  AJS289AH   19986-20044 
Official Course Description: MCCCD Approval: 06/23/98
AJS289AH 19986-20044 LEC 0.50 Credit(s) 0.50 Period(s)
Negotiation Techniques for 911 Operators
Crisis negotiating for emergency telephone operators. How to communicate in a critical situation such as a barricaded or suicidal subject. Prerequisites: None.
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MCCCD Official Course Competencies:
 
AJS289AH   19986-20044 Negotiation Techniques for 911 Operators
1. Describe the types of barricaded subjects. (I)
2. Identify objectives for telephone operators in a critical incident negotiation. (II)
3. Describe questioning and communication techniques used in critical incident negotiations. (III)
4. Describe the concepts involved in "active listening." (IV)
5. Use "active listening" skills. (IV, V)
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MCCCD Official Course Outline:
 
AJS289AH   19986-20044 Negotiation Techniques for 911 Operators
    I. Barricaded subjects
        A. Trapped criminals
        B. Suicidal individuals
        C. Psychotics
        D. Terrorists
        E. Combination of the above
      II. Objectives of a critical incident telephone negotiation
          A. Reduce violence
          B. Get resolution without further injury
          C. Stabilize the situation
          D. Intelligence gathering
        III. Questioning and communication techniques
            A. Let the person vent
            B. Discuss minor issues
            C. Avoid lying
            D. Use "active listening" skills
          IV. "Active listening"
              A. Emotional labeling
              B. Paraphrasing
              C. Reflecting/mirroring
              D. Effective pauses
              E. Minimal encouragers
              F. "I" messages
              G. Open-ended questions
            V. "Active listening" exercises
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