Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model

Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model

By: Brian D. Fitch (author)Paperback

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Harnessing 30 years of front line law enforcement experience, author Brian D. Fitch outlines practical strategies in a six-step model, IMPACT, which asks professionals to: Identify and master emotions Master the story Promote positive behaviour Achieve Rapport Control your response Take perspective When used correctly, this model will help readers communicate and connect more effectively with people in virtually any law enforcement environment.

About Author

Brian D. Fitch, PhD, is an adjunct professor of criminal justice at California State University, Fullerton. Dr. Fitch served for 34 years with the Los Angeles County Sheriff's Department before retiring as a lieutenant. He has worked assignments in field operations, narcotics, forgery and fraud, advanced officer training, professional development, custody, and correctional services. Dr. Fitch has trained more than 10,000 law enforcement officers throughout the United States, as well as internationally in Canada, Oman, Qatar, Saudi Arabia, and the United Arab Emirates, in leadership, decision making, and communication skills. He has held positions at California State University-Long Beach, Southwestern University School of Law, Cerritos College, Riverside College, and East Los Angeles College. Dr. Fitch teaches in the leadership development programs sponsored by the Los Angeles Police Department, and Los Angeles Fire Department. Dr. Fitch has published two prior books with Sage, Law Enforcement Ethics: Classic and Contemporary Issues (2013) and Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model. Dr. Fitch lives in Orange County, California, with his wife, Monica.


Chapter 1: Introduction to the IMPACT Principles Interpersonal Communication in Law Enforcement Benefits of Effective Interpersonal Communication Communication Myths The IMPACT Principles Chapter 2: Identify and Manage Emotions History and the Study of Emotions The Emotional Brain Logic Versus Emotion "Fight or Flight" Tools for Managing Emotions Chapter 3: Master the Story Mindless Listening Versus Mindful Listening Barriers to Effective Listening Developing the Right Attitude Eight-Step Strategy for Effective Listening What to Avoid Chapter 4: Promote Positive Behavior Conflict Style Remove the Barriers Ask for a Commitment Closing the Deal Chapter 5: Achieve Rapport Trust and Rapport Interpersonal Communication Chapter 6: Control Your Response The Truth About Anger Thoughts, Feelings, and Behaviors Beliefs, Labels, and Self-Talk Steps to Improving Emotional Management Chapter 7: Take Perspective The Power of Perspective Attribution Theory Self-Fulfilling Prophecy Empathy Chapter 8: Putting the IMPACT Principles to Work Communication Competence The Johari Window The Conscious Competence Model A Plan for Improvement

Product Details

  • ISBN13: 9781506303376
  • Format: Paperback
  • Number Of Pages: 152
  • ID: 9781506303376
  • weight: 210
  • ISBN10: 1506303374

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  • 1st Class Delivery: Yes
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