These guidelines, developed by the Armenian Police in co-operation with the OSCE Office in Yerevan, aim to give practical guidance for the use of communication and negotiation with citizens during day-to-day policing activities as well as those more complex situations like mass disorder.
The guidelines are intended both for operational staff who as part of their role engage on a regular basis with citizens as well as those police who are required to undertake the specific function of negotiator in more serious or complex spontaneous or planned events.
The guidelines are an easy to use approach to the complex process of communication and negotiation and are supported with practical examples and considerations that will enhance the chance of success during spontaneous events and for those essential considerations when there is time to prepare for formal negotiation.
It does not matter if the incident or event involves two police dealing with a minor incident, or circumstances involving mass disorder - the principles contained in the guidelines are equally applicable; the only difference is the length of time to assess the situation and people involved, plan a suitable approach and the levels of complexity and responsibility will vary.
In particular, for negotiations during complex events and mass disorder several sub-sections are included to support the development of lasting relationships, styles of organiser involvement, protest groups and the importance of planning for negotiation rather than reactively responding when needed. These should support both effective planning and make negotiation easier should unforeseen problems occur.