Negotiating a crisis
All in the Mind
Talk Is Better Than Talk in Crisis Negotiations
When they framed the dialogue in terms of speaking rather than talking, people in crisis started to talk. They want something more pragmatic and action focused. If a police negotiator says I'm here to help, it's not that obvious what the person in crisis should say next because it's not a question. So speak is better than talk and offering to sort things out or saying how we can sort things out gets people moving faster than help.
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