De-escalating Parking Dispute

About the Case

Brian Johnson, a 33-year-old customer service representative from Pheonix, Arizona, is involved in a heated altercation regarding a parking spot. He claims that a fellow driver parked in a spot that he had rightfully claimed and in the process damaged his car.

As the law enforcement officer, your task is to listen to Brian’s concerns, acknowledge his frustrations, and de-escalate the situation. By maintaining calm and respectful communication, you will guide him towards a more constructive dialogue, helping him find a resolution to the issue he’s facing.

Learning Objectives:

Actively listening to the speaker’s concerns, helping to calm and reassure them
Managing emotions effectively, especially in high-pressure situations
Resolving conflicts to achieve a mutually agreeable solution
Empathizing with the other person’s perspective to build trust and support
Using verbal de-escalation techniques to calm the speaker

Skills Assessed

Active Listening
Emotional Intelligence
Conflict Resolution
Empathy
Verbal Communication

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De-escalating Parking Dispute

Character’s Role

Agitated civilian

User’s Role

Law Enforcement Officer

Scenario Location

Roadside

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No technical knowledge required.