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• Foreword Randy Means
• Preface: Why This Book?
• 1. Introduction to the IMPACT Principles
• Interpersonal Communication in Law Enforcement
• Benefits of Effective Interpersonal Communication
• Communication Myths
• The IMPACT Principles
• Summary
• Study Questions
• 2. Identify and Manage Emotions
• History and the Study of Emotions
• The Emotional Brain
• Logic Versus Emotion
• “Fight or Flight”
• Tools for Managing Emotions
• Summary
• Study Questions
• 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
• Summary
• Study Questions
• 4. Promote Positive Behavior
• Conflict Style
• Remove the Barriers
• Ask for a Commitment
• Closing the Deal
• Summary
• Study Questions
• 5. Achieve Rapport
• Trust and Rapport
• Interpersonal Communication
• Summary
• Study Questions
• 6. Control Your Response
• The Truth About Anger
• Thoughts, Feelings, and Behaviors
• Beliefs, Labels, and Self-Talk
• Steps to Improving Emotional Management
• Summary
• Study Questions
• 7. Take Perspective
• The Power of Perspective
• Attribution Theory
• Self-Fulfilling Prophecy
• Empathy
• Summary
• Study Questions
• 8. Putting the IMPACT Principles to Work
• Communication Competence
• The Johari Window
• The Conscious Competence Model
• A Plan for Improvement
• In Closing
• Study Questions
• Bibliography and Works Cited
• Index