This paper reveals how negotiators, from the police and emergency call centres, overcome resistance towards the negotiation from suicidal persons in crisis. Communication guidance to hostage and crisis negotiators recommends against challenging the person in crisis, focusing instead on a softer, rapportful approach. Using conversation analysis, we investigate how negotiators deal with resistance, turn by turn, in encounters collected from British police negotiators’ field recordings, and American police 9-1-1 dispatch telephone calls. In contrast to existing communication guidance, we show that and how challenges can be productive for bringing about positive shifts in suicidal persons’ behaviour. We demonstrate how negotiators challenge the reasoning in their interlocutors’ resistant responses and leverage these challenges productively in the next turn. By studying real (rather than hypothetical or simulated) negotiations, the study reveals the tacit expertise of negotiators and the communicative practices that optimize negotiation outcomes. These research findings have significant implications for existing communication guidance showing how negotiations are managed locally through the linguistic design of turns of talk.

中文翻译：

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在警察危机谈判期间使用富有成效的沟通挑战克服自杀者的抵抗

本文揭示了来自警察和紧急呼叫中心的谈判人员如何克服处于危机中的自杀者对谈判的抵制。人质和危机谈判人员的沟通指南建议不要挑战处于危机中的人，而应侧重于一种更温和、更融洽的方法。使用对话分析，我们调查了谈判者如何在从英国警察谈判者的现场录音和美国警察 9-1-1 调度电话中收集的遭遇中轮流处理阻力。与现有的沟通指南相比，我们展示了这一点以及挑战如何能够有效地为自杀者的行为带来积极的转变。我们展示了谈判者如何挑战对话者的抗拒反应中的推理，并在下一轮有效地利用这些挑战。通过研究真实的（而不是假设的或模拟的）谈判，该研究揭示了谈判者的隐性专业知识和优化谈判结果的交际实践。这些研究结果对现有的交流指导具有重要意义，这些指导表明如何通过谈话的语言设计在本地管理谈判。