1. Objectives: Staff will be introduced to the five fundamental Must Haves of -Time -Space -Positive Tone & Words -Living in their shoes -Being Connected

2.  Things that are based in common sense  Things that are observable…concepts that we can all practice  Developed from the key things that people have done wrong  Must be practiced and reinforced every day…make them a part of your daily conversation *handouts for your notebook*

3.  The importance of 10 seconds (or more)  Take time  It takes time (be patient)

4.  The Buffer Zone  The importance of feeling safe  Body Language

5.  Smile  Offer kind words  Mind you Tone  It is YOUR responsibility (There are people depending on you)  Find a Scream Room! (take a breather/calm down, if needed)

6.  Deal with issues discretely (sssh- library voice)  Supportive NOT Authoritative

7.  Take the TIME to understand how his/her day is going

8.  Respect Activity