What Went Right: Interactional Strategies for Managing Crisis Negotiations during an Emergency Service Call

Garcia, Angela Cora

doi:10.1080/00380253.2017.1331713

Cited by 12 publications

(6 citation statements)

References 58 publications

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“…Notwithstanding the fact that they are relatively rare events, when compared to, say, calls to emergency services, many studies of real crisis negotiation are based on single case analyses or partial datasets (e.g. Garcia, ; Rubin, ). Several authors have analysed publicly available materials, such as conversations between FBI negotiators and David Koresh during the 1993 Waco siege (e.g.…”

Section: The Language Of Crisis Negotiationmentioning

confidence: 99%

The backstage work negotiators do when communicating with persons in crisis

Stokoe

Sikveland

2019

Journal of Sociolinguistics

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When a person in crisis threatens suicide, police negotiators engage them in a conversation to prevent death. Working in small teams, the primary negotiator's role is to talk directly to the person in crisis. A secondary negotiator, working “behind the scenes,” supports the ongoing negotiation. Using 31 hours of audio‐recorded British negotiations, we uncover the backstage work of secondary negotiators. We use conversation analysis to identify the sequential position, linguistic form, and action of the secondary negotiator's interventions on (1) the delivery (e.g. “sound angry”) and (2) next actions (e.g. “say please,” “try asking them to move”) of the primary negotiator, and how the primary incorporates them into the negotiation. Our analysis shows that, while some suggestions were effective, others disrupted the flow of the negotiation as well as the alignment between primary negotiator and person in crisis. The paper augments current sociolinguistic understandings of the high‐stakes language activity of crisis negotiation and highlights the importance of attending to linguistic features of interaction when training negotiators to work better as a team.

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Section: The Language Of Crisis Negotiationmentioning

confidence: 99%

The backstage work negotiators do when communicating with persons in crisis

Stokoe

Sikveland

2019

Journal of Sociolinguistics

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“…Using the constant comparative method (Glaser and Strauss 1967), and comparing the data across the transcripts, the identified concepts were then further refined into broad level tentative categories that could be used to provide meaning to the data. Open coding was performed in parallel with memoing (Flick 2009;Lempert 2007) and clustering (Charmaz 2006;Rico 1983) techniques to identify similar concepts that could be grouped together to form categories (Strauss and Corbin 1990). This process eventually resulted in a list of 320 concepts 2 and tentative categories that were then subjected to focused coding whereby more directed, selective and conceptual categories were generated (Glaser 1978).…”

Section: Discussionmentioning

confidence: 99%

“The More You Do, the More Comfortable You Feel”: the Police Hostage and Crisis Negotiator Journey

Grubb

Brown

Hall

et al. 2021

J Police Crim Psych

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Hostage and crisis negotiators are specialist police officers utilised internationally by police forces to resolve hostage and crisis incidents. Whilst the role has been heavily documented in some parts of the world (namely the United States of America), there is a lack of literature relating to the organisational and operational processes and procedures in place for police negotiators in the United Kingdom. Equally, there is limited research that has explored the experiences of negotiators who perform an essential function within a variety of life-or-death situations with a view to understanding how officers transition from trainee to qualified negotiators. This paper outlines the development of a grounded theoretical model that depicts the “hostage and crisis negotiator journey,” as represented by English negotiators. Interviews were conducted with 15 negotiators from nine police forces in England and a conceptual model was developed including five primary, 12 secondary, and 32 tertiary categories. The negotiator journey is chronologically recounted by means of the five main primary categories identified: (1) ‘Why? Reasons for entering (and remaining within) the negotiator world’, (2) ‘Who and how? The negotiator profile and selection’, (3) ‘Negotiator training’, (4) ‘Operational negotiator roles’, and (5) ‘Negotiator welfare and support’. This paper demonstrates one of the first attempts to empirically map the processes and procedures in place for negotiators in England and the findings are discussed in line with their potential implications for police policy and practice.

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“…6 We decided to study the role of active listening for the negotiation process and for the emergence of joint gains because active listening is a central addition of our coding scheme that goes beyond prior coding schemes for negotiations. So far, active listening has merely been studied as a rapport-building behavior in crisis negotiations (e.g., Garcia, 2017). However, the effects of active listening on other negotiation behaviors are unclear.…”

Section: Investigating Two Exemplary Research Questions On Active Lis...mentioning

confidence: 99%

“…Regarding the negotiation domain, active listening has long been recommended as a useful tool in negotiations (e.g., Fisher & Ury, 1981), but it has rarely been empirically investigated. Exceptions include crisis negotiations, where active listening was studied as a rapport-building behavior (e.g., Garcia, 2017). The impact of active listening on the negotiation process and the impact of active-listening patterns (e.g., in combination with offer exchanges) on the (economic) outcome of negotiations are promising research topics (see also our exemplary initial analysis below).…”

Section: Acts Of Providing and Asking About Negotiation-related Infor...mentioning

confidence: 99%

NegotiAct: Introducing a Comprehensive Coding Scheme to Capture Temporal Interaction Patterns in Negotiations

Jäckel

Zerres

Sanchez

et al. 2022

Group & Organization Management

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In the present research, we developed NegotiAct, a comprehensive coding scheme for negotiations, comprising 47 mutually exclusive behavioral codes. NegotiAct was derived by systematically integrating (i) 89 extant coding schemes for negotiations, (ii) pertinent findings from negotiation research, and (iii) specific interaction behaviors that were previously not considered in coding schemes for negotiations (e.g., active listening). To facilitate the application of NegotiAct, we designed a coding manual with precise instructions and with definitions and examples for every code. NegotiAct can be customized to address many research questions in experimental settings as well as field research by splitting codes into more specific behaviors. Thereby, differentiated codes can always be traced back to the original codes, preserving comparability across studies and facilitating cumulative research. In combination with interaction analytical methods, NegotiAct enables scholars to detect and investigate specific communication patterns across the negotiation process. As a first empirical validation of NegotiAct, we demonstrate a substantial interrater reliability for 18 videotaped negotiations (κ = .80) and conduct an exploratory validation analysis, studying the relation of multi-issue offers, active listening, and joint gains.

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What Went Right: Interactional Strategies for Managing Crisis Negotiations during an Emergency Service Call

Cited by 12 publications

References 58 publications

The backstage work negotiators do when communicating with persons in crisis

The backstage work negotiators do when communicating with persons in crisis

“The More You Do, the More Comfortable You Feel”: the Police Hostage and Crisis Negotiator Journey

NegotiAct: Introducing a Comprehensive Coding Scheme to Capture Temporal Interaction Patterns in Negotiations

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