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Officer says de-escalation and listening help avoid violent confrontations
Summary
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.
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.
The officer said polite language and active listening are central tactics. "It's very important with how I talk to people, because I'm small and I know that," she said, then urged officers to "listen really to what other people say." She described many callers as seeking someone to hear their problems rather than seeking confrontation.
"When people call us, a lot of people just want someone to listen to them," the officer said, adding that callers are often "out of options." She characterized the role of responding officers as trying to "make something better for somebody else," framing responses as problem-solving and de-escalation rather than physical enforcement.
The transcript contains no formal motions, votes or references to statutes. No other speakers or officials are identified in the provided excerpt.
