Law enforcement officers are in the problem-solving business. Many of the problems that law enforcement officers confront are solved through effective communication. Not surprisingly, the more skilled officers are at interacting with the public and, in many cases, reducing emotional tension, the less likely they are to generate complaints or lawsuits, and the more effective and productive they will be.

This article offers public contact professionals an easy-to-follow formula for dealing with difficult people, soothing strong emotions, and managing conflict. While the examples are given between officers and citizens, the lessons apply to any contact such as police supervisor to subordinate, executives to boards.

The IMPACT model of interpersonal communication is built around six simple principles that can be applied to virtually any type of law enforcement contact: