Officer says de-escalation and listening help avoid violent confrontations
An officer described using calm communication, careful word choice and listening as tools to avoid physical confrontations on calls, saying many callers primarily want to be heard and that officers aim to improve situations rather than escalate them.
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An officer said calm communication and listening are the most effective tools to avoid violent confrontations during calls for service. "It's all about how you present yourself," the officer said, adding that she tailors her tone and words because of her smaller stature to avoid physical fights with people much larger than her.
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