PULSE Conversations have helped de-escalate high-conflict situations. It is a form of strategic intervention, an Alternative Dispute Resolution (ADR) approach that relies on neuroscience and what we know about human nature to shift conversations from the Red Zone of fight, flight or freeze to the Green Zone of release, relax and relate.
Law Enforcement is often reluctant to move to the “softer” skills associated with mediation and similar conflict interventions. After all, they “ENFORCE” the law. FORCE is their middle name. That force is warranted in many situations, and we are all grateful to those who choose to do this important work, who keep us safe and protected.
Sometimes a different approach could lead to outcomes that recognize and respect the rule of law AND the beliefs, expectations, assumptions, concerns, and hopes everyone brings to an encounter. I call that their BEACHs. Using the PULSE Frame to guide conversations can lead to mutually agreeable understandings and peaceful, productive resolutions. PULSE for Law Enforcement can be tricky. When laws have been violated, it is vital to make clear at the beginning of the conversation what is negotiable and what is not. The first stage of the frame, the Prepare stage, asks you to identify the purpose, process and protocol for the conversation. All three must be clearly outlined in a way that respects the rule of law.
I have also found that intervention in hostile situations requires strength. Three kinds of strength influence the outcomes of these encounters: Head, Heart, and Body. Intellectually, officers need to think quickly and clearly. Emotionally, officers need to manage their emotions and “read the room” to restore calm. Physically, they need to remove any threat of harm. Officers must use all three. Within the PULSE Frame, all three aspects are addressed by activating the neurotransmitters in our heads, hearts and bodies. It is a five-stage process. Prepare for the conversation, Uncover the circumstance that needs to be addressed, Learn the significance of the circumstance, Search for options that meet the Beliefs, Expectations, Assumptions, Concerns and Hopes of everyone at the table and resolve the situation or circumstance, and Explain a clear plan of action moving forward.
PULSE asks that you take a strong, future-focused stance; consider the Head, Heart, and Body aspects of any situation; and be comfortable being voluntarily vulnerable. That is not always easy for people who are trained to be strong. It takes courage to be vulnerable. Doing so activates others’ conciliatory reflex and changes everything. The PULSE Frame has been used in many high-conflict situations to de-escalate and resolve differences. It can give you the confidence to make a change and the courage to make a difference. It demonstrates compassion, curiousity, and competence that can guide any encounter to a peaceful resolution.
Strategic ADR with the PULSE Frame moves participants from the Red Zone of past threat, through the Yellow Zone of present perception checking, to the Green Zone of connection and hope for the future. It has proven to be a useful, reliable tool that Law Enforcement can use in almost any situation they encounter. With PULSE, resolutions are reached, and relationships are strengthened. It is a practical way for any agency to manage conflict, achieve justice, and build public trust.
