Did you know that research has demonstrated that a large portion of citizen complaints against police officers involve citizen perceptions of verbal disrespect. Reiss (1971) was one of the first to review citizen complaints against police officers, examining complaints filed in Boston, Chicago, and the District of Columbia. He found that more than 60 percent of these complaints centered on how the officers had spoken words to citizens. The complaints often alleged that the officers had “talked down to” the citizen or otherwise acted in an ambiguously “rude” manner, referring more to non-verbal communication and voice inflection (Reiss, 1971).

Did you know that an entire segment of the Verbal Defense & Influence program related to the four elements to voice?

The first, tone, is the most deadly four-letter word. Tone conveys your real attitude toward people.

The only way to be careful enough with your voice to keep its tone from giving away your true feelings is to be sure there’s harmony between the role you’re playing and the voice you’re using. If there is any conflict between your role and your voice, people will always believe your voice. You must harmonize the two!

Keep this in mind when you are interacting with the public.

William Singleton