© 2014 MSBA Situational Awareness

 Something or Somebody that “Just Doesn’t Look Right” ◦ Document it ◦ Report it to a supervisor

 Watch The Hands  If you are going to get hurt, it will come from the hands.

 Good communication skills are key to a successful outcome.  Communicator MUST be open and unbiased

 99% of violent encounters begin with a verbal altercation. ◦ “The cocked tongue is the most dangerous weapon.” - George Thompson “The Gentle Act of Persuasion”

 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.

 Paraphrasing (rephrase and simplify): to restate something using other words, especially in order to make it simpler or shorter.

 Paraphrasing allows you to: ◦ interrupt gracefully ◦ control the situation ◦ clarify the meaning ◦ ask, “Did I get it right?” ◦ create empathy

 Ultimate Emphatic Statement: “Let me be sure I heard what you just said.”

 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.

 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.

 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.

 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).

 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.

 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.

 Use whatever you have to protect yourself.  Wasp spray, pencils, stapler, tape dispenser.

 If subject is close enough, there are three quick ways to neutralize the threat. ◦ Gouge eyes ◦ Strike throat ◦ Strike groin

 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.

 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.

What questions do you have?

Thank you for your commitment and professionalism In making our school’s run smoothly.

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