Basic Negotiation Techniques for 911 Operators/Dispatch

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Basic Negotiation Techniques for 911 Operators/Dispatch

When it comes to crisis situations what dispatchers and 911 operators say, and how they say it, could significantly effect the outcome. Jan Dubina, retired after 30 years of service with the Phoenix Police Department, 21 years of which as part of the Negotiations Team, discusses the various types of incidents, what objects are for each, active listening skills, proper language to use and do’s and don’ts when communicating with a suspect.

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