Detention and Removal Operations Training Division Charleston, SC Hf;- U.S. Imm1grat10n a and Customs Em Im Hod-?5 VERBAL TECHNIQUE COMMUNICATION for consent US. Immigration a 9% 1 and Customs :39 am who Enforcement VERBAL STRATEGIES GOALS 0F ENFORCEMENT 1. OFFICER SAFETY 2. VOLUNTARY COMPLIANCE 3. MISSION ACCOMPLISHED U.S.Imm1grat10n a :g and Customs '94? ?of Enforcement Verbal vs. Physical US. Immigration .5 and Customs 9.. ME Enforcement It is clear that the vast majority of police work is verbal not physical. In the scope of ICE operations a great majority of work is also verbal?communication. A contact Of?cer?s verbal skills are critical in obtaining consent to enter a residence. Without consent it all ends at the doorway. Key Points IDENTIFY YOURSELF AS or ?Federal Of?cers? (DO NOT identify yourself as with a specific police department) ESTABLISH CREDIBILITY (Department of Homeland Security conducting an investigation) BUILD RAPPORT (seek common ground) ASK FOR CONSENT TO ENTER AND LOOK (avoid the word ??search?). US. Immigration a $3 1 and Customs :39 am who Enforcement Authority Know your law and authority. WHAT can you enforce and HOW can you enforce it. Focus on the mission, your ability to succeed may depend upon your ability to use words skillfully. As an Officer learn to identify and recognize body language. What you observe in a person may dictate on how you communicate with them. US. Immigration and Customs ea?weyf Enforcement Contact at a Residence/business Find an angle ?Why should this person help us or how would it bene?t them, the neighborhood or community in our investigation/operation? As ICE of?cers we are looking for criminal aliens, fugitives, sexual offenders, etc. Employ verbal strategies in order to obtain consent to enter a residence. US. Immigration and Customs eaww? Enforcement Intelligence gathering questions What is your last name sir/ms.? Are you the homeowner? How many people live here? Are they here now? Do you have any dogs in the house? Are there any guns/weapons in the house? US. Immigration a $3 1 and Customs o; am who Enforcement REDIRECTING FOCUS We are looking for a number of people, (I have some photographs I would like to show you) can we come inside and talk? We have information that one of these individuals may be or has lived here recently. Can we come inside and speak with you, this will not take very long? VS.- We need to come in and SEARCH your house. We have an arrest warrant for your husband-wife-brother?friend etc. owe} U.S.Imm1grat1on a :g and Customs ?at Enforcement Redirecting Focus We appreciate your cooperation. Can we have your permission to take a quick look around the house won?t takelong? We would like to close our investigation at this address. Vs. Will you allow us to your house to arrest US. Immigration and Customs '?gwwf Enforcement Empathy- derived of Latin Greek Em?Latin means ?to see through? Pathy?Greek means ?the eyes of the other? To empathize is: To understand To see through the eyes of another Standing/walking in another?s shoes To understand where you are coming from Empathy absorbs tension . Hf;- - - o- U.S. Imm1grat10n a and Customs am ?of Enforcement Location of control A concerned tone will enhance your credibility. After consent to enter has been obtained at the doorway, control the location of your encounter. Ideally the control point is usually the family room or living area. Non-Fugitive aliens Will be escorted to the control point. US. Immigration van-31H and Customs '?hwwf Enforcement Casual approach The casual approach is the most effective means to cooperation vs. depicting a hard core authority ?gure. Excuse me can I talk with you a second. You give the other party the feeling that he had some choice?but your implication is clear. \?AHth? US. Imm1grat1on .. and Customs of Enforcement Persuasion The goal of persuasion is to generate voluntary compliance. You can?t expect compliance just because you maintain an authority role. Persuasion through voluntary compliance- only you can make it happen with good verbal communication. US. Immigration and Customs Enforcement Perception/Persuasion How we make it happen: Mere presence The way you carry yourself The way you stand The feelings you project on your face Your tone/verbal communication Hf;- U. S. Imm1grat10n 1 and Customs :39 am was Enforcement Perception/Persuasion We all wear dozens of faces everyday. WHICH face you use WHEN can determine how successful you are in generating voluntary compliance. This is also relevant in networking and liaison. ng?? Hf;- U. S. Imm1grat10n .. and Customs :39 am was Enforcement VERBAL DEFLECTORS UNDERSTAND THAT, HEAR THAT, THOUGHT OF THAT, CAN APPRECIATE THAT, .?g?u?ARF-if; U.S. Imm1grat10n ,5 :g 25,: and Customs ?as? Enforcement a :g a: and Customs ammo? Enforcement Verbal threat ?I?m not going to say this again? This threat traps you because if you?re really not going to repeat yourself you are left with only one If you are not prepared to act you will lose credibility. US. Immigration Dif?cult people When dif?cult people challenge your authority it is usually pointless to explain why you have asked or told them to do something. Why?? 1. They don?t care about your authority. 2. May not care of consequences of failing to obey. But they are always interested in how the deal might bene?t them. The ?deal? itself does not have to be anything tangible. Hf;- U. S. Imm1grat1on .. and Customs :39 am was Enforcement Voluntary compliance In seeking voluntary compliance from a dif?cult person, explain early on what is in it for them. As clearly and speci?cally as possible show them what they have to gain. Only when this fails to work-tell them exactly what they stand to lose. U.S. Imm1grat10n a :g and Customs ?of Enforcement 001661 Compliance When dealing with uncooperative or difficult people: Your mind set/attitude should he ?say what you want but do as I say? An exception would be a person who?s words serve only to in?ate him with adrenaline making him or his companions agitated. Creates an of?cer safety issue. US. Immigration a -g and Customs of Enforcement The Last Word Keep in Mind: You can give the individual the last word because you have the last ACTION. If you take away a person?s last word and have the last act, you may create an uncooperative or violent scenario. US. Immigration ~33 and Customs Enforcement COMMANDS YOU COME Ironically this command usually means ?go away? especially when said by an intimidating authority ?gure. Many street people, criminals, and illegal aliens automatically translate this into RUN .?g?l?ARF-ifg- U.S. Imm1grat10n 15 :g :51. and Customs am ?of Enforcement Try scrunching your face and shout This command usually makes pe0ple more angry or upset. Re?ect on this when you have said this to family or friends?your spouse (uh hu- right Usually this exclamation is inferred as criticism of people?s behavior. oMa} U.S.Imm1grat10n a :g a: and Customs 3 Enforcement CALM Now you?ve more than likely created a new problem. Not only is there the matter they were upset about to begin with?but now they feel the need to defend their reaction to you. What alternate phrases may serve as a calming effect? ng?? Hf;- U. S. Imm1grat1on 1 and Customs :39 am was Enforcement TRY TO USE NON-THREATENING PHRASES: ME ASK YOU A WE TALK FOR A U.S. Imm1grat10n a :g 1-3: and Customs aw Enforcement High Visibility As a Law enforcement Of?cer your world is highly Visible -you basically live and speak in a ?shbowl for all to see. Every time you speak or act people are watching you. Be aware that someone may be Video- taping you or catching your actions by cell phone. US. Immigration and Customs amwf Enforcement ARREST When making an arrest at a business or residence: Identify yourself as an of?cer with Immigration and Customs Enforcement. Have a copy of your Administrative Arrest Warrant. US. Immigration and Customs i Enforcement Stay calm in the midst of con?ict De?ect verbal abuse Offer empathy in the face of antagonism The most effective law enforcement tool you possess at this time is verbal communication. owe} 3ng9 U.S.Imm1grat10n a :g and Customs Enforcement