Law Enforcement Interpersonal Communication and Conflict Management by Brian Douglas Fitch

Author:Brian Douglas Fitch [Fitch, Brian Douglas]
Language: eng
Format: epub
ISBN: 9781506303376
Barnesnoble:
Publisher: SAGE Publications
Published: 2015-09-25T00:00:00+00:00

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Human behavior is, at its core, the product of reinforcements and punishments. Anytime we are rewarded for performing a behavior, we are more likely to repeat the behavior in the future under similar circumstances. Conversely, if we are punished for performing an action, we are less likely to do it again. Because people are sensitive to outcomes, we should take every opportunity to reward them for appropriate behavior. If, for example, someone who is irate or emotional takes the time to listen, we should reward the effort, especially if we want the person to continue the behavior. This can be as simple as saying, “Sir, thanks for your patience and thanks for listening.” Rewarding people for their efforts is one of the easiest and most effective ways to shape behavior.

On the other hand, when a person behaves inappropriately, we should challenge that behavior in a positive way. For instance: “Sir, the only way that we can better understand each other is if one person speaks at a time.” Punishment, although effective under certain circumstances, should be used only as a last resort. Moreover, to be effective, we should warn the person ahead of time about the kinds of behaviors that are unacceptable and ensure that the level of punishment is appropriate. Whenever we punish without warning or punish too severely, we run the risk of resentment and resistance.

It is important to note that when we use consequences to shape another’s behavior, we need to be patient. Shaping a person’s behavior can be a difficult process. We must also be consistent with our applications of rewards and punishments. In other words, each time the person offers an appropriate response, we should reinforce the behavior. The same is true of punishment: It must be applied consistently and predictably. Contrary to popular belief, changing a person’s behavior is a difficult and tedious undertaking. Dozens—in some cases hundreds—of applications are often required to change a person’s response. However, when used appropriately, rewards and punishments can significantly enhance positive behavior in ways that might not otherwise be possible, without creating unnecessary resistance or resentment.

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