Brian Douglas Fitch 
Law Enforcement Interpersonal Communication and Conflict Management [EPUB ebook] 
The IMPACT Model

Chapter 1: Introduction to the IMPACT Principles
Interpersonal Communication in Law Enforcement
Benefits of Effective Interpersonal Communication
Communication Myths
The IMPACT Principles
Chapter 2: Identify and Manage Emotions
History and the Study of Emotions
The Emotional Brain
Logic Versus Emotion
“Fight or Flight”
Tools for Managing Emotions
Chapter 3: Master the Story
Mindless Listening Versus Mindful Listening
Barriers to Effective Listening
Developing the Right Attitude
Eight-Step Strategy for Effective Listening
What to Avoid
Chapter 4: Promote Positive Behavior
Conflict Style
Remove the Barriers
Ask for a Commitment
Closing the Deal
Chapter 5: Achieve Rapport
Trust and Rapport
Interpersonal Communication
Chapter 6: Control Your Response
The Truth About Anger
Thoughts, Feelings, and Behaviors
Beliefs, Labels, and Self-Talk
Steps to Improving Emotional Management
Chapter 7: Take Perspective
The Power of Perspective
Attribution Theory
Self-Fulfilling Prophecy
Empathy
Chapter 8: Putting the IMPACT Principles to Work
Communication Competence
The Johari Window
The Conscious Competence Model
A Plan for Improvement

Brian D. Fitch, Ph D, is an adjunct professor of criminal justice at California State University, Fullerton. Dr. Fitch served for 34 years with the Los Angeles County Sheriff’s Department before retiring as a lieutenant. He has worked assignments in field operations, narcotics, forgery and fraud, advanced officer training, professional development, custody, and correctional services. Dr. Fitch has trained more than 10, 000 law enforcement officers throughout the United States, as well as internationally in Canada, Oman, Qatar, Saudi Arabia, and the United Arab Emirates, in leadership, decision making,  and communication skills. He has held positions at California State University–Long Beach, Southwestern University School of Law, Cerritos College, Riverside College, and East Los Angeles College. Dr. Fitch teaches in the leadership development programs sponsored by the Los Angeles Police Department, and Los Angeles Fire Department. Dr. Fitch has published two prior books with Sage, Law Enforcement Ethics: Classic and Contemporary Issues (2013) and Law Enforcement Interpersonal Communication and Conflict Management: The IMPACT Model. Dr. Fitch lives in Orange County, California, with his wife, Monica.