Active Listening
What active listening technique involves repeating the last few meaningful words spoken by a subject?
Mirroring
What does CNT stand for
Crisis Negotiation Team......
A subject says, "I just want someone to listen to me." What should the negotiator focus on?
Active listening and establishing rapport
A negotiator tells an angry subject, "calm down!" Why might this be ineffective?
It can feel dismissive or controlling and may increase resistance.
What law enforcement agency developed the Behavioral Change Stairway Model?
The FBI
What technique involves identifying and verbally acknowledging a subjects emotions
Emotional labeling
What is the primary goal of crisis negotiating?
A peaceful resolution that preserves life
A suicidal subject says, "I have nothing left to live for." What should the negotiator directly assess?
Suicidal thoughts, intent, plan, access to means and immediate danger
A negotiator tells a subject, "I know exactly how you feel." What is a wrong with this statement?
It assumes the negotiator fully understands the subject's experience and may undermine rapport.
What is the first stage of the Behavioral Change Stairway Model?
Active Listening
What type of question encourages a subject to provide detailed information rather the answering yes or no?
An open-ended question
Who typically assists the primary negotiator by monitoring the conversation, providing suggestions and tracking progress
The coach or secondary coach
A barricaded subject demands to speak with a family member. What should the negotiator do before allowing contact?
Evaluate the request with the team and command, including potential safety and emotional consequences.
Why should a negotiator avoid saying, "I promise you wont go to jail?"
It is an unauthorized promise about an outcome the negotiator cannot guarantee.
What is the difference between empathy and sympathy in crisis negotiating?
Empathy involves understanding another persons perspective and feelings and sympathy involves feeling concern or sorrow for them
What active listening technique involves restating a subjects message in your own words to confirm understanding?
Paraphrasing
Before agreeing to provide a barricaded subject with a requested item, what should a negotiator do?
Coordinate with incident command and the tactical team and obtain appropriate authorization
A subject who has been yelling suddenly becomes quiet and stops responding. What should the team consider?
the change could indicate several possibilities, including increased risk. Attempt to reestablish contact and promptly coordinate assessment with command.
A subject says, "I'm going to kill myself," and a negotiator responds, "you wouldn't do that." what is the mistake?
Minimizing the threat instead of taking it seriously and assessing suicide risk.
Name the five staged of the Behavioral Change Stairway Model in order.
Active Listening, empathy, sympathy, influence and behavioral change.
A subject says," Nobody cares about me. I've lost everything." Give an example of an empathetic response using emotion labeling
"it sounds like you're feeling alone and overwhelmed right now."
A barricaded subject agrees to surrender but refuses to put down a weapon. What is the negotiators next priority?
Continue dialogue, avoid directing an unsafe exit, and coordinate a safe surrender plan with tactical command.
After two hours of negotiations, a subject begins discussing future plans and asks how surrender would work. What does this suggest?
Potential progress toward behavioral change and willingness to consider a peaceful resolution, though safety precautions remain necessary.
A negotiator asks, "why would you do something so stupid?" identify two problems with the statement.
It is judgemental and confrontational, and it may increase defensiveness and damage rapport
What is the difference between a subjects stated positon and underlying interest during negotiations?
A position is what the subject says they want and an underlying interest is the need, concern or motivation driving that demand.