Central Office “Key to Safety”
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Central Office “Key to Safety”
© 2014 MSBA
Situational Awareness
What’s The Real Issue?
Something or Somebody that “Just Doesn’t Look Right”◦Document it◦Report it to a supervisor
JDLR
Watch The Hands
If you are going to get hurt, it will come from the hands.
Basic Safety Rules Continued
Good communication skills are key to a successful outcome.
Communicator MUST be open and unbiased
Tactical Communications
99% of violent encounters begin with a verbal altercation.
◦“The cocked tongue is the most dangerous weapon.”-George Thompson “The Gentle Act of Persuasion”
Tactical Communications
Tactical Communications
Communicating to the receiver
o Message content = 7-10%
o Voice = 33-40%
o ONV (other non-verbal) = 50-60%
Listening does NOT come naturally.
Learn to project a “listening face,” act as if you care.
For many people, listening is nothing more than waiting for a chance to interrupt.
Active Listener
Paraphrasing (rephrase and simplify): to restate something using other words, especially in order to make it simpler or shorter.
Active Listener
Paraphrasing allows you to:◦interrupt gracefully◦control the situation◦clarify the meaning◦ask, “Did I get it right?”◦create empathy
Active Listener
Ultimate Emphatic Statement:
“Let me be sure I heard what you just
said.”
Verbal Deflection
The words “BUT” or “HOWEVER” are transitions words. ◦I hear what you are saying and I understand.
◦“However/ But”, I’m not the person that can resolve this issue. I will be glad to get someone who can assist you.
Verbal Deflection Techniques
The more the subject raises his/her voice, the more you should talk low and slow. This will usually help bring them back down.
Always act as if you are being recorded, you probably are.
Verbal Deflection Techniques
Come here.You wouldn’t understand.What do you want me to do about it?
What’s your problem? ◦Or I don’t see the problem.
Phrases You NEVER Use
ASK (Ethical Appeal)◦You are making an honest, sincere request for them to comply. Watch your tone, words used and your demeanor.
Set Context (Reasonable Appeal)◦Explain “why” you are asking (e.g. state law, policy, rule).
Review
Present Options: (Personal Appeal)
◦People act out of selfish interest; show empathy.
◦Give desired options first.
◦Explain if they don’t leave, you will have to call a supervisor and you don’t want to go that route. You’d like to work it out between the two of you.
Review
Confirm (Practical Appeal)◦Is there anything I can say to get you to cooperate?
ACT (Your options have ran out.) ◦If you are calling 911 be prepared to
physically defend yourself.
Review
Use whatever you have to protect yourself.
Wasp spray, pencils, stapler, tape dispenser.
The Confrontation Turns Physical
If subject is close enough, there are three quick ways to neutralize the threat.
◦Gouge eyes
◦Strike throat
◦Strike groin
The Confrontation Turns Physical
If you have to use physical force, be committed to your actions.
◦You can not just be “involved” you need to be “committed” to it.
The Confrontation Turns Physical
What is the difference between being involved and being committed?
Train/Practice more than once a year.
Under stress, you will react the way you are trained.
Your body can’t go where your mind has never been.
Things to Consider
What questions do you have?
Thank you for your
commitment and
professionalism
In making our school’s run smoothly.
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