Empathy
Repeated empathetic statements that acknowledge the subject's perspective, feelings, and experience
NYPD Policy Reference
Patrol Guide PG 221-01: Use of Force
Officers should use communication strategies that demonstrate understanding of the subject's perspective. Empathetic engagement - acknowledging feelings, asking open-ended questions, and expressing genuine concern - helps establish rapport and increases the likelihood of voluntary compliance. Research shows that people in crisis respond more positively when they feel heard and understood.
Best Practice Examples
Exploring the Subject's Perspective
Officer demonstrates empathy by asking open-ended questions about what changed in the subject's mental state, showing genuine interest in understanding rather than just commanding.
Demonstrating Care Through Actions
Officer shows empathy by highlighting resources that have been waiting to help, demonstrating that multiple people care about the subject's wellbeing.
Acknowledging the Subject's Request
Officer validates the subject's expressed need (medication) while gently exploring the change in behavior, showing they're listening and want to understand.
Needs Improvement Examples
Demanding Without Understanding
Officer makes demands without showing any interest in the subject's perspective or current state. No empathetic language or attempt to understand what's happening.
Dismissive Questioning
The questioning comes across as dismissive rather than genuinely curious. The tone suggests frustration rather than empathy.
Mechanical Interaction
The interaction is purely transactional without any acknowledgment of the subject's situation or emotional state.
How to Improve
Instead of
"Just open the door. We need to talk."
Try
"I can tell something's going on. We're here because someone was worried about you. Can you tell me what's happening?"
Instead of
"You don't know? You tell me."
Try
"It sounds like this is confusing for you too. Let's figure it out together. What do you remember happening?"
Instead of
"Put the weapon down now!"
Try
"I can see you're going through something difficult right now. Help me understand what's happening. You called for help earlier - what do you need?"
Key Takeaways
Ask Open Questions
Use "what happened?" and "what changed?" to invite the subject to share their perspective rather than just commanding.
Acknowledge Their Reality
Reference what the subject has said or done (e.g., "you asked for help earlier") to show you're listening.
Highlight Care
Mention resources waiting to help (paramedics, family, support) to demonstrate genuine concern.
Offer Partnership
Use language like "I'll walk with you" to position yourself as an ally, not an adversary.
Discussion Questions
- How do you balance showing empathy while still maintaining authority and control of the scene?
- What are signs that empathetic engagement is working vs. when to try a different approach?
- How can officers maintain empathy when dealing with repeat offenders or hostile subjects?
- What role does body language play in conveying empathy beyond just words?
- How might cultural differences affect how empathy is expressed and received?