Communication as a tool in social conflicts by the National Police of Peru

The main objective of this article is to analyze the use of communication as an effective tool to mitigate the damaging impact of social conflicts by the Peruvian National Police. This research is of a basic nature, with a qualitative approach and a phenomenological-hermeneutic design, applying the inductive method through interview techniques and documentary analysis with their respective instruments (semi-structured interview guide and documentary analysis form) duly validated by experts. Likewise, the focus was on police personnel with experience as empirical negotiators, complemented by the perspective of social leaders. The result was that police officers must understand and apply active listening to develop effective communication, for which they must enhance their communication skills, abilities, and strategies within a theater of operations or crisis situation. It was concluded that the performance of police officers acting as empirical negotiators must include competencies in negotiation techniques and effective communication strategies as public order police negotiators, who prevent, reduce, and avoid violent actions in the context of a social conflict, with an essentially proactive and preventive vision.