Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model / Edition 1

by Brian Douglas Fitch

Overview

Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model provides law enforcement professionals with a comprehensive, easy-to-follow model designed specifically to improve communications with victims, witnesses, subjects, and other members of the public. 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 behavior
• 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.

Product Details

ISBN-13:	9781506303376
Publisher:	SAGE Publications
Publication date:	09/25/2015
Edition description:	New Edition
Pages:	152
Product dimensions:	8.80(w) x 6.00(h) x 0.50(d)

About the Author

Brian D. Fitch, Ph D, 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.

Table of Contents

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

Editorial Reviews

I like how this book speaks to many levels of law enforcement officers, new officers through seasoned veterans.

Pete Allen

This author’s style is refreshingly robust and the book is inimitable. It combines theory with practice from the perspective of a notable law enforcement professional. As a fellow author and retired law enforcement professional, I would have loved to have been taught principles from this book in the police academy as opposed to the traditional learning approach of trial and error.

Coy Johnston

"Law Enforcement Interpersonal Communication and Conflict Management would be a great addition to the law enforcement officer's toolbox. The guidelines presented in the IMPACT Model are presented in clear language that can be easily applied to the officer’s daily encounters. It would be a valuable addition to many classes including policing, interviewing, or community policing. This book is very timely given the current political climate and could prove to be valuable both pre-service in college courses as well as for in-service officers. "

Capt. Linda Forst (ret) Ed.D

Good overview of many theories and concepts; Good explanation of communication; Good explanation of emotions and responses

Jeff Schwartz

"The IMPACT model is a tool that will have a major impact on my students…It is easy to read, comprehend, and put into action.

Steven Ruffatto

"I had read Lt. Fitch’s writings about IMPACT in major police trade journals, and was very pleased to learn that he was expanding his knowledge and experience into a book-level effort. Any cursory view of this book’s contents will inform the reader of this book’s timely service to the field, particularly in light of recent events. Police officers need to understand the effects of their emotions, language, perspective, and responses to people they encounter in the field; this book is a ready-reference for learning appropriate techniques for dealing with those volatile situations we in the policing field have all confronted."

Kenneth J. Peak

This is an excellent book, very relevant, well prepared, and easy to read and understand.

Debra Jacobs