Crisis talk : negotiating with individuals in crisis / Rein Ove Sikveland, Heidi Kevoe-Feldman, Elizabeth Stokoe.

Crisis talk, from practice to training -- Getting the conversation started -- How words reduce resistance towards the negotiation -- Managing emotion -- Overcoming resistance -- 'Coming down' -- scaffolding a resolution to the crisis -- Backstage/frontstage and the negotiation team -- From practice to training.

"Based on extensive analysis of real-time, authentic crisis encounters collected in the UK and US, Crisis Talk: Negotiating with Individuals in Crisis sheds light on the relatively hidden world of communication between people in crisis and the professionals whose job it is to help them. The crisis situations explored in this book involve police hostage and crisis negotiators and emergency dispatchers interacting with individuals in crisis who threaten suicide or self-harm. The practitioners face various communicative challenges in these encounters, including managing strong emotions, resistance, hostility, and unresponsiveness. Using conversation analysis, Crisis Talk presents evidence on how practitioners deal with the interactional challenge of negotiating with people in crisis and how what they say shapes outcomes. Each chapter includes recommendations based on the detailed analysis of numerous cases of actual negotiation. Crisis Talk shows readers how every turn taken by negotiators can exacerbate or solve the communicative challenges created by crisis situations, making it a unique and invaluable text for academics in psychology, sociology, linguistic sciences, and related fields, as well as for practitioners engaging in crisis negotiation training or fieldwork"-- Provided by publisher.