Despite these limitations, negotiators in agencies across the United States have established an enviable track record for resolving critical incidents. However, the volatile nature of such incidents and the potential for harm to hostages and tactical officers should negotiations fail require negotiators to explore ways to improve their communication skills. This article discusses therapeutic communication, an approach commonly taught to and employed by mental health professionals to resolve conflicts involving individuals with mental disorders. As two law enforcement agencies in Kentucky have discovered, many of the principles of therapeutic communication can be applied in a law enforcement setting. The strong interpersonal communication skills fostered by this approach provide an effective supplement to traditional negotiation training.
Therapeutic communication differs greatly from casual conversation.
It is calculated, deliberate, purposeful, and focused. Practitioners carefully formulate each intervention, and when employed in the mental health setting, each intervention is selected to achieve a specific objective at that moment, during the session, and throughout the treatment. For example, mental health workers might find it desirable in a particular case to promote conversation with a shy and anxious person. In other cases, they may need to stem the flow of speech in overly talkative subjects who ramble excessively to mask their feelings. Each response type consists of several verbal techniques.