The Power of Listening: A Spotlight on the City's Crisis Negotiator

When someone is experiencing a crisis, the right conversation can make a meaningful difference. For Hastings Police Department’s crisis negotiator, Sergeant Young, the work is about more than finding the right words. It's about listening, building trust, and helping people feel heard during some of the most challenging moments of their lives.

Since joining the Crisis Negotiation Team (CNT) in the latter half of 2022, Sergeant Young has brought a strong foundation in communication and a commitment to de-escalation to a specialized role focused on protecting lives and resolving critical incidents as safely as possible.

Finding a New Challenge

After completing a tenure as an investigator, Sergeant Young wanted to remain engaged and active within the department while taking on something new. When an opening became available on the Crisis Negotiation Team, the opportunity felt like a natural fit.

“Talking to people and communication was always a strength of mine,” Young explained. “The timing was perfect. A spot opened up on the Crisis Negotiations Team and I figured, ‘why not?’”

That decision led to a role that relies on patience, empathy, adaptability, and the ability to connect with people in unpredictable and emotionally charged situations.

What Does a Crisis Negotiator Do?

The Dakota County Crisis Negotiation Team operates under South Metro SWAT and includes members representing law enforcement agencies throughout Dakota and Rice counties. The multidisciplinary team also includes a crime analyst/intelligence member and a mental health representative from Dakota County Crisis.

The team's primary goal is to use de-escalation techniques to resolve critical incidents while minimizing unnecessary risks to hostages, community members, people in crisis, and law enforcement personnel.

Negotiators may be called upon during hostage situations, incidents involving barricaded individuals, suicidal crises, and other situations in which someone may be experiencing mental health or emotional crisis. Depending on the circumstances, the team may respond alongside SWAT or, with approval, aid a city requesting support with a mental health crisis.

Although every situation is different, the objective remains the same: seek a peaceful resolution whenever possible and help ensure everyone gets through the situation safely.

The Power of Listening

One of the most important lessons of the job for Sergeant Young is simple: “It's important to be a good communicator, but even more important to be a good listener,” he shared.

Building trust with someone who is scared, angry, confused, or distrustful requires more than asking questions or presenting facts. It means listening without arguing, acknowledging emotions, and demonstrating a genuine understanding of the person's perspective.

During a crisis, emotions can have a powerful influence on a person's actions. Recognizing those emotions and helping someone feel heard can create opportunities for connection and, eventually, change.

The role also requires a shift in mindset. Police officers are trained to gather information, establish facts, and solve problems. Crisis negotiation requires a different approach: building rapport and conveying empathy before attempting to influence someone's behavior.

As Young puts it, “While knowledge is power, information is not influence.”

That philosophy extends beyond crisis situations. The skills developed through negotiation—active listening, empathy, and thoughtful communication—have also changed how he interacts with people in everyday life.

Preparation Makes a Difference

While communication is at the heart of crisis negotiation, success also depends on extensive training and teamwork.

New negotiators must complete a 40-hour basic negotiator course before being paired with a trainer for several months. During that period, they observe negotiations and callouts, gain experience, and build the skills needed before taking on the role of primary negotiator.

The team also trains for at least four hours each month, using professional actors and scenario-based exercises to prepare for the unpredictable nature of real-world incidents.

Because the team brings together personnel from multiple law enforcement agencies, members must be prepared to work closely with colleagues they may not encounter in their everyday assignments. A mental health professional also contributes valuable expertise to the team's response.

That preparation helps ensure team members can coordinate their efforts, communicate effectively, and adapt to the needs of each situation.

A Challenging Role with a Meaningful Purpose

Crisis negotiation is not without its challenges. Situations can be unpredictable, stressful, and emotionally intense. Being entrusted with communicating with someone in crisis carries significant responsibility, and there is no guaranteed formula for success.

“There is no magic trick to crisis negotiations,” Young noted, adding that a successful outcome is not always guaranteed.

Despite those challenges, the most rewarding part of the job is clear: successful outcomes where everyone involved is safe.

Making a Difference Through Connection

The City's crisis negotiator offers a reminder that effective communication is not always about having the right answer or asking the right question. Sometimes, it begins with taking the time to listen, acknowledge someone's feelings, and show them that their voice matters.

Through specialized training, collaboration, and a focus on empathy, crisis negotiators work to turn moments of uncertainty into opportunities for understanding and de-escalation. It's a demanding responsibility, but one grounded in a simple and important goal: protecting lives and helping people through crisis, one conversation at a time.