The IMPACT Principles: A Model of Interpersonal Communication for Law Enforcement

摘要

The IMPACT principles offer law enforcement professionals a model for dealing with difficult people, managing conflict, and solving problems. Although the model was presented in linear fashion, it is not a sequential process. When handling a difficult person, officers will usually be engaged in many steps of the process at the same time. For example, officers may be identifying and managing the person's emotions, controlling their own responses, and mastering the story while, simultaneously, promoting positive behavior and taking perspective. Whatever their order, the IMPACT principles offer law enforcement professionals a valuable tool for improving officers' safety while increasing their communicative effectiveness and problem-solving abilities. And that, regardless of how you look at it, is good for officers, their agencies, and the public.