Florida 911 Public Safety Telecommunicator (PST) Practice Exam

Which procedure is generally the first step in crisis negotiation?

1. Establishing rapport

2. Making demands

3. Contacting family members

4. Setting a deadline

The correct answer is: Establishing rapport

Establishing rapport is recognized as the first step in crisis negotiation because building trust between the negotiator and the individual in crisis is essential for effective communication. Rapport serves as the foundation for any further dialogue, allowing the negotiator to better understand the individual's emotions, needs, and motivations. This initial connection can lead to a more cooperative environment, encouraging the individual to share information and be open to negotiation. By establishing rapport, negotiators create a sense of safety and support, which may help de-escalate the situation and make the individual feel heard. These elements are crucial in a crisis scenario where emotions are running high and the individual may feel isolated or misunderstood. Once rapport is established, it paves the way for further steps in the negotiation, such as identifying solutions or making demands, all of which can be approached more effectively when a positive relationship has been formed.