Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

Learn what to say, when to say it and stay stress free, safe, and professional under pressure

What is the "Five Step Tactical Process"?


The Five Step Tactical Communication proces is used when the Eight Step process fails ( What is the "tactical 8 step process" for defusing?). It was developed by George Thompson (Verbal Judo). Here are the steps:

The Five Step Tactical Defusing Model

Every encounter begins with the Tactical 8 Step approach, however some subjects may require additional verbal persuasion. When the citizen fails to comply with what is a lawful request of the officer then he/she proceeds directly to the Tactical 5 Step.

  1. Ask again: Do not make assumptions. Repeating questions may be necessary to avoid confusion.
  2. Set the context: Deflect negative statements while staying calm. “Yes, I understand,” “I hear that,” or “I can appreciate that.” This is a good time to deflect to a higher authority as in…The State requires that an individual produce their driver’s license at the request of an officer if you are driving a vehicle.
  3. Present Options: (“You have a couple of options here”) This may make them feel as if they are in control, but they must be willing to accept what they choose.
  4. Confirm Non-Compliance: “(Sir / Ma’am), is there anything that I can say to make you comply with my lawful orders?”
  5. Act!: After confirming non-compliance, make sure that you have proper back-up to make an arrest. The subject has been given numerous chances.
(From a presentation by Lt. Martin Brock, North Carolina Police)

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