Communication error management in law enforcement interactions: a receiver’s perspective

Two experiments explore the effect of law enforcement officers’ communication errors and their response strategies on a suspect’s trust in the officer; established rapport and hostility; and, the amount and quality of information shared. Students were questioned online by an exam board member about...

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Bibliographic Details
Main Author: Oostinga, Miriam S. D. (Author)
Contributors: Giebels, Ellen ; Taylor, Paul J.
Format: Electronic Article
Language:English
Published: 2018
In: Psychology, crime & law
Online Access: Volltext (Resolving-System)
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Keywords:
Communication errors
Crisis negotiation
Information sharing
Response strategies
Suspect interview

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520 |a Two experiments explore the effect of law enforcement officers’ communication errors and their response strategies on a suspect’s trust in the officer; established rapport and hostility; and, the amount and quality of information shared. Students were questioned online by an exam board member about exam fraud (Nstudy1 = 188) or by a police negotiator after they had stolen money and barricaded themselves (Nstudy2 = 184). Unknown to participants, the online utterances of the law enforcement officer were pre-programmed to randomly assign them to a condition in a 2(Error: factual, judgment) × 3(Response: contradict, apologize, accept) factorial design, or to control where no error was made. Our findings show that making (judgment) errors seem more detrimental for affective trust and rapport in a suspect interview, while no such effects appeared in a crisis negotiation. Notably, we found a positive effect of errors, as more information was being shared. The ultimate effect of the error was dependent on the response: accept was effective in re-establishing rapport and decreasing hostility, while contradict threatens it. Accept seems more effective for the willingness to provide information in a suspect interview, while apologize seems more effective for affective trust and rapport in a crisis negotiation. 
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700 1 |a Taylor, Paul J.  |e VerfasserIn  |0 (DE-588)1155124154  |0 (DE-627)1016381794  |0 (DE-576)501435417  |4 aut 
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