The objective of this project was to understand why and how some police officers and military personnel are more effective than others at managing civilian encounters without creating hostility – ‘Good Strangers’ (GSs). We conducted cognitive task analysis (CTA) interviews with 17 US police officers and 24 US warfighters (Marines and Army soldiers). The interviews yielded a total of 38 incidents (17 police and 21 military), which we used to identify critical skills for functioning as GSs. These skills centred on having a sensemaking frame that established a professional identity as a GS – Someone who seeks opportunities to increase civilian trust in police/military. This frame requires skills in gaining voluntary compliance, building rapport, trading off security and other frames versus trust building, and taking the perspective of civilians.
Practitioner points
- To work effectively with civilians, police and military personnel need to use a Good Stranger frame, which casts each encounter as an opportunity to build trust.
- This GS frame requires skills such as trading off security to be seen as trustworthy, perspective taking, gaining rapport, gaining voluntary compliance rather than coercive compliance, and de‐escalating tense situations.
- The GS frame may be surprisingly easy to acquire for some police and military; observation of role models and their effectiveness seems to be a powerful training opportunity. Other training leverage points involve peer pressure, becoming more effective at gaining civilian cooperation, and recognizing the problems created by failing to build trust.