This is something that can be studied. Social psychology. Negotiation and conflict resolution. Etc. I have had such classes. First, he reached out to him with

This is something that can be studied. Social psychology. Negotiation and conflict resolution. Etc. I have had such classes. First, he reached out to him with his own agenda. Naturally, having been crapped on by so many people, the young man was suspicious. So, he apologized specifically for the role his own department had played in the ongoing tragedy of this guy's life. He did not just say "Sorry your life sucks." He distanced himself from the wrongdoing of the officers the guy had previously interacted with, showed that his agenda was not harmful, it was a good faith agenda. Then he hooked him up with a role model who could provide social proof that there was real hope that this could be resolved. He gave him a model for how to solve. He gave him an attractive alternative to becoming a terrorist. The young man did not previously have an attractive alternative. The article seriously simplified the process. Since this unit is successful in what it does, presumably they are more informed about the various pieces of this than whoever wrote the article. The forgive and forget model does not work. But this kid was turning bad largely due to bad things happening to him. He was mistreated by the police the first time. His pissed off remark at school should have never turned into so much trouble for him. To some extent, his second contact with the police redressed this wrong. The apology was not just empty words.