Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model

Harnessing 30 years of front line law enforcement experience, author Brian D. Fitch outlines practical strategies in a six-step model, IMPACT, which asks professionals to: Identify and master emotions Master the story Promote positive behaviour Achieve Rapport Control your response Take perspective When used correctly, this model will help readers communicate and connect more effectively with people in virtually any law enforcement environment.

Table of Contents:
Chapter 1: Introduction to the IMPACT Principles Interpersonal Communication in Law Enforcement Benefits of Effective Interpersonal Communication Communication Myths The IMPACT Principles Chapter 2: Identify and Manage Emotions History and the Study of Emotions The Emotional Brain Logic Versus Emotion “Fight or Flight” Tools for Managing Emotions Chapter 3: Master the Story Mindless Listening Versus Mindful Listening Barriers to Effective Listening Developing the Right Attitude Eight-Step Strategy for Effective Listening What to Avoid Chapter 4: Promote Positive Behavior Conflict Style Remove the Barriers Ask for a Commitment Closing the Deal Chapter 5: Achieve Rapport Trust and Rapport Interpersonal Communication Chapter 6: Control Your Response The Truth About Anger Thoughts, Feelings, and Behaviors Beliefs, Labels, and Self-Talk Steps to Improving Emotional Management Chapter 7: Take Perspective The Power of Perspective Attribution Theory Self-Fulfilling Prophecy Empathy Chapter 8: Putting the IMPACT Principles to Work Communication Competence The Johari Window The Conscious Competence Model A Plan for Improvement

About the Author :
Brian D. Fitch, PhD, is an adjunct professor of criminal justice at California State University, Fullerton. Dr. Fitch served for 34 years with the Los Angeles County Sheriff’s Department before retiring as a lieutenant. He has worked assignments in field operations, narcotics, forgery and fraud, advanced officer training, professional development, custody, and correctional services. Dr. Fitch has trained more than 10,000 law enforcement officers throughout the United States, as well as internationally in Canada, Oman, Qatar, Saudi Arabia, and the United Arab Emirates, in leadership, decision making, and communication skills. He has held positions at California State University–Long Beach, Southwestern University School of Law, Cerritos College, Riverside College, and East Los Angeles College. Dr. Fitch teaches in the leadership development programs sponsored by the Los Angeles Police Department, and Los Angeles Fire Department. Dr. Fitch has published two prior books with Sage, Law Enforcement Ethics: Classic and Contemporary Issues (2013) and Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model. Dr. Fitch lives in Orange County, California, with his wife, Monica.

Review :
"The IMPACT model is a tool that will have a major impact on my students…It is easy to read, comprehend, and put into action." "I like how this book speaks to many levels of law enforcement officers, new officers through seasoned veterans." "Good overview of many theories and concepts; Good explanation of communication; Good explanation of emotions and responses" "This is an excellent book, very relevant, well prepared, and easy to read and understand." "I had read Lt. Fitch’s writings about IMPACT in major police trade journals, and was very pleased to learn that he was expanding his knowledge and experience into a book-level effort. Any cursory view of this book’s contents will inform the reader of this book’s timely service to the field, particularly in light of recent events. Police officers need to understand the effects of their emotions, language, perspective, and responses to people they encounter in the field; this book is a ready-reference for learning appropriate techniques for dealing with those volatile situations we in the policing field have all confronted." "This author’s style is refreshingly robust and the book is inimitable. It combines theory with practice from the perspective of a notable law enforcement professional. As a fellow author and retired law enforcement professional, I would have loved to have been taught principles from this book in the police academy as opposed to the traditional learning approach of trial and error." "Law Enforcement Interpersonal Communication and Conflict Management would be a great addition to the law enforcement officer′s toolbox.  The guidelines presented in the IMPACT Model are presented in clear language that can be easily applied to the officer’s daily encounters. It would be a valuable addition to many classes including policing, interviewing, or community policing.  This book is very timely given the current political climate and could prove to be valuable both pre-service in college courses as well as for in-service officers."