ELDERLY VICTIMS OF CRIME OR OF OTHER EVENTS REQUIRING POLICE ATTENTION MAY APPROPRIATELY BE DESCRIBED AS PEOPLE IN CRISIS WHO ARE CONFUSED, ANXIOUS, OR ANGRY. THE FIRST STEP IN CALMING ELDERLY CITIZENS IS TO CREATE AN IMPRESSION OF NONHOSTILE AUTHORITY WHICH IS NEITHER TOO HARSH NOR TOO GENTLE. POLICE OFFICERS SHOULD MAKE IT CLEAR THAT THEY UNDERSTAND WHAT ELDERLY CITIZENS ARE FEELING. DEPENDING UPON THE SITUATION, POLICE OFFICERS CAN CREATE AN ATMOSPHERE OF CALM AND CONTROL BY TECHNIQUES SUCH AS ENCOURAGING THE PEOPLE TO TALK ABOUT THE INCIDENT OR DISTRACTING THEM FROM DEALING WITH IT IMMEDIATELY. SOMETIMES HUMOR CAN BE EFFECTIVE, AND AT OTHER TIMES REPETITION CAN BE EFFECTIVELY USED. ONCE THE SITUATION BECOMES CALM, THE OFFICER MAY BEGIN TO CONDUCT THE INVESTIGATION. INTERVIEWS CAN BE CONDUCTED IN A VARIETY OF WAYS RANGING FROM A LOW-KEYED APPROACH USING OPEN- AND CLOSE-ENDED QUESTIONS AND CAREFUL LISTENING TO WHAT IS BEING SAID TO A HIGH-INTENSITY SITUATION. BY USING THESE PROCEDURES, BOTH OFFICERS AND THE ELDERLY FIND INTERACTION MORE EFFECTIVE, MORE PLEASANT, AND MORE LIKELY TO LEAD TO A MUTUALLY SATISFACTORY SOLUTION TO THE CRISIS SITUATION. (KCP)