Thomas & Means

INTERPERSONAL SKILLS:
Human Relations, Tactical Communications, Anger Management and Conflict Resolution

This course teaches public contact professionals how interpersonal and anger management skills can reduce physical and legal risk, improve community relations and increase effectiveness. It teaches self-control and positive personal reactions in situations that are critical to public safety, and to survival on the street, in the media, and in the courts. Mishandling of such situations can lead to injury and death, lawsuits and liability; proper handling can lead to safe cooperation, better community relations, and more effective public service. The positive aspects of maximizing personal effectiveness by treating people with respect and dignity are emphasized. This program is highly practical and deals with the real-life issues that daily confront today’s public contact professional.

Target Audience:
All Law Enforcement Officers

Course Length:
One to Two Days

Topics Covered:

Human Relations
- Introduction to human relations in the public sector
- Roles of public sector personnel in relation to the community and the people we serve
- Understanding the citizen’s point of view
- Positive personal contacts: Why be nice?
- The importance of public satisfaction
- The pay-offs: Rewards and advantages flowing from positive personal contacts
- Maximizing personal and organizational effectiveness
- Minimizing risk of lawsuits and/or complaints
- Improving odds of safety and survival
- Long range benefits of the golden rule principle
- Maintaining a positive attitude
Conflict Resolution
- Creating positive first impressions
- Evaluating other people’s expectations and needs
- Assessing and utilizing one’s personal style
- Determining citizen problems and concerns: Asking the right questions
- Identifying problems rather than symptoms
- Developing tact, diplomacy, and flexibility
- Negotiations skills: Alternatives, agreements, solutions, problem solving
- Human and cultural diversity issues
- Age and gender differences
- Principles of impartiality
- Understanding values, beliefs and behaviors
- Evaluation and service without bias
- Establishing comfort, rapport, and trust
- Criticality of respect and personal dignity
- Listening effectively
Anger Management
- Handling angry, upset, and/or demanding citizens
- Defusing and de-escalating the anger-charged encounter
- Courtesy under pressure
- Skills for dealing with manipulative and/or intimidating people
- Keeping cool while being assertive
- Disagreeing without argument: When to say "no"
- Taking control: States of involvement and how to keep it positive
Sexual Harassment
- Inappropriate vs. illegal actions
- Appropriate rule making
- Offensive literature and wall hangings
- Cross gender touching
- Targeted sexual joking
- Repetitious and/or patterned behaviors
- Date making in the workplace

Instructor(s):
Will be one or more of the following, depending upon your specific needs:
Robert F. Thomas, Jr. or Randolph B. Means
Dennis L. Conroy, Ph.D.
Lt. Kipper Connell


	For more information or to schedule a seminar please call Thomas & Means at 704-895-5694 or e-mail us



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P.O. Box 2039
Huntersville, NC 28070
704-948-5608