Course Description

As a law enforcement officer, it is vital that you consistently work to enhance your skills as a  contact professional in engaging with a wide range of people. And, while it is true that every person that you will meet is a unique individual, we can all be placed into 3 basic categories of behavioral tendencies. Each category of personality has unique characteristics and will often require the need to utilize distinct Surviving Verbal Conflict® de-escalation techniques to handle them appropriately. It is important, therefore, that you are aware of these personality types and the special circumstances each one poses.

In this two-hour webinar, Chief Harry P. Dolan (Ret.) will discuss:

  • Distinguishing between Agreeable people, Challenging people, and Manipulative people
  • Picking up on the verbal and physical cues that demonstrate what type of person you are dealing with
  • Understanding the different verbal de-escalation techniques that are best utilized in each situation
  • Maintaining the trust and lawful compliance of agreeable people by making an effective ethical appeal for cooperation
  • Rising to the occasion in gaining cooperation from challenging people by effectively utilizing the logical appeal and the emotional appeal

Instructor

CEO, Dolan Consulting Group

| Chief Harry Dolan (Ret.)

Harry P. Dolan is a 32-year police veteran who served as a Chief of Police since 1987. As one of the nation's most experienced police chiefs, he brings 25 years of public safety executive experience to Dolan Consulting Group. He retired in October 2012 as Chief of Police of the Raleigh (N.C.) Police Department, an agency comprised of nearly 900 employees in America's 42nd largest city.

Chief Dolan began his law enforcement career in 1980 as a deputy sheriff in Asheville, North Carolina and served there until early 1982, when he joined the Raleigh Police Department, where he served as a patrol officer. In 1987, he was appointed Chief of Police for the N.C. Department of Human Resources Police Department, located in Black Mountain. He served as Chief of Police in Lumberton, N.C. from 1992 until 1998, when he became Chief of Police of the Grand Rapids, Michigan Police Department. He served in that capacity for nearly ten years before becoming Chief of the Raleigh Police Department in September 2007. As Chief, he raised the bar at every organization and left each in a better position to both achieve and sustain success.

Harry Dolan has lectured throughout the United States and has trained thousands of public safety professionals in the fields of Leadership & Management, Communications Skills, and Community Policing. Past participants have consistently described Chief Dolan's presentations as career changing, characterized by his sense of humor and unique ability to maintain participants' interest throughout his training sessions. Chief Dolan's demonstrated ability to connect with his clientele and deliver insightful instruction all with uncompromising principles will be of tremendous value in the private sector.

Chief Dolan's unbridled passion to achieve service-excellence is a driving force behind Dolan Consulting Group. He is a graduate of Western Carolina University and holds a Master's Degree in Organizational Leadership and Management from the University of North Carolina at Pembroke.

Course curriculum

  • 1

    Before You Start

    • Consent Questions

    • Download Course Materials
  • 2

    Webinar

    • Communicating Effectively with the 3 Types of People You Meet in Law Enforcement | Hour 1

    • Communicating Effectively with the 3 Types of People You Meet in Law Enforcement | Hour 2