Law Enforcement Interpersonal Communication and Conflict Management

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.

• Chapter 1: Introduction to the IMPACT PrinciplesInterpersonal Communication in Law EnforcementBenefits of Effective Interpersonal CommunicationCommunication MythsThe IMPACT PrinciplesChapter 2: Identify and Manage EmotionsHistory and the Study of EmotionsThe Emotional BrainLogic Versus Emotion“Fight or Flight”Tools for Managing EmotionsChapter 3: Master the StoryMindless Listening Versus Mindful ListeningBarriers to Effective ListeningDeveloping the Right AttitudeEight-Step Strategy for Effective ListeningWhat to AvoidChapter 4: Promote Positive BehaviorConflict StyleRemove the BarriersAsk for a CommitmentClosing the DealChapter 5: Achieve RapportTrust and RapportInterpersonal CommunicationChapter 6: Control Your ResponseThe Truth About AngerThoughts, Feelings, and BehaviorsBeliefs, Labels, and Self-TalkSteps to Improving Emotional ManagementChapter 7: Take PerspectiveThe Power of PerspectiveAttribution TheorySelf-Fulfilling ProphecyEmpathyChapter 8: Putting the IMPACT Principles to WorkCommunication CompetenceThe Johari WindowThe Conscious Competence ModelA Plan for Improvement

"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."