3. Critical Tasks
• Understand the Verbal Defense and Influence Framework
• Understand Non-Escalation strategies and Perform Universal Greeting
• Understand and Perform “Showtime” Tactic
• Understand our 10-5-2 Rule and Proxemics
• Understand De-Escalation Strategies and Identify Conflict Triggers and Perform Redirections
• Demonstrate and Perform how to make an initial contact
• Understand Persuasion and Apply Sequence
• Understand the importance of closure
4. This training is designed to prepare professionals
for managing “Real World” situations that will
contain harsh words, racial slurs, and profanity in
potentially violent situations. Therefore, harsh
words and profanity may be shown in videos and
used in demonstrations.
Is everyone ok with this?
14. By Showing Respect – But How?
See the world through their eyes
Listen with all of your senses
Ask and Explain Why
Offer Options let them choose
Give them an opportunity to reconsider
“Treat People Right Card”
16. Four Great American Questions
1. Who are you?
2. What gives you your authority?
3. Why are we here?
4. What’s in it for me?
17. #1 Who Are We?
Trainer 1 Dave Young
Trainer 2 Gary Klugiewicz
Trainer 3 Tony Sherman
Trainer 4 Pablo Velazquez
Trainer 5 Kati Tillema
Trainer 6 On-Line Al Oelschlaeger
Vistelar
• Consulting and training institute
• Address the entire spectrum of human conflict
• Point-of-impact and non-escalation focused
• Contact professionals & organizational conflict
18. What is Vistelar?
Vistelar is a global consulting and training
institute focused on addressing the entire
spectrum of human conflict at the point of
impact — from interpersonal discord, verbal
abuse and bullying – to crisis communications,
assault and physical violence.
19. #2 What Gives Us Authority?
• 4th Century C.C. – Aristotle’s Rhetoric
• Early 80s Verbal Self Defense Books
• 80s & 90s started in Law Enforcement
• Gary Klugiewicz helped create in State of Wisconsin a mandatory
unified tactical communications system for law enforcement
• Relationship with Dr. Thompson
• 2008 expanded beyond Law Enforcement
• Diverse pool of consultant input
20. #3 Why Are We Here?
• P.O.L.E. Acronym
• Physical
• Organizational
• Legal
• Emotional
Page 4 of your Loss Prevention Manual
21. #4 What’s in it for Me?
-Prevent and Mitigate Violence-
-De-escalate Anger and Resistance-
-Avert Verbal and Physical Attacks-
-Control Crisis and Aggression-
-Improve Future Interactions-
-Look Good on Camera-
-Choreograph Your Response-
-Communicate Concern-
Page 5 of your Loss Prevention Manual
22. Universal Greeting - Introduction
C1. Appropriate Greeting - Excuse Me Sir/Miss
C2. Name and Affiliation – My Name is …I’m Store Security
C3. Reason for Contact - The reason that I am approaching you is;
C4. Relevant Question - Lets discuss this in an area out of public view.
Can you follow me please?
Page 4 of your workbook
23. Activity – Universal Greeting
C1. Good morning, my name is _________________.
C2. I am from (where you work) ________________.
C3. The reason I am approaching you today is that I have been given an
assignment as part of this class.
C4. May I ask your name, the area you work in, and where you
experience conflict in your personal and professional life?
Page 4 your workbook
28. Showtime Tactic
1. Say SHOWTIME to yourself
2. Stack Up Your Blocks
3. Breathe in, Pause, Breathe Out
4. Put on Your Appropriate Face
5. Use the Appropriate Self Talk
6. Step Onto the Stage
Page 5 of your workbook
35. Five Indicators of a Threat
Tells us that communication is breaking down and or personal safety
might be compromised:
1. Inability to Manage Distance
2. Failing to Controlling Position
3. Monitoring Tone of Voice / Excessive Repetition
4. Noticing Hands Movement
5. Observing Eye Focus
Page 6 of your workbook
36. Proxemics: Overview
1 Hand 2 Hand Emergency Time out
Tactical Thinking Guiding Hands Tactical Sitting
Page 6 of your workbook
38. Conflict Triggers
Societal
• Individual, Familial, Social, Community
Universal
• Indignity, Fear, Stress, Vulnerability
Personal
• Hot Buttons – e.g. name calling, slurs
39. Anger Management Debrief
• What took place?
• What groups are present?
- Flight Attendant
- Customer
- Co-worker
- Other passengers
- Air Marshal
• What could have been said by Flight Attendant?
• What could have been said from Sky Marshal?
40. Activity: Improving Performance
Work with your partner to practice a
Universal Greeting to prevent conflict in
an initial contact.
Situation is a customer has waited for 45 minutes
for you to arrive and you are just now making first
contact with them
42. Indignity / Dignity Phrases
1. "Calm down"
(Alternative: Can you help me understand what's happening)
2. "I need you to"
(Alternative: “Can I “we “ please…”)
3. "I know just how you must feel"
(Alternative: "I want to help you anyway I can")
4. “As I said before”
(Alternative: “Would you repeat that again, so I can understand”)
5. "You people"
(Alternative: "Will everyone please ...")
44. Secondary Goal: Recovery
• Return to normal communication tactics
• Show them respect
• Empathize
• Practice Showtime
• Respect personal space
• Approach them from the side
• Arrange for appropriate follow-up care
45. Crisis Management Strategies
1. Reduce Stimulation
2. Separate & Support
3. Adapt Communications
4. Meet Unmet Needs
5. Mode Calmness
Joel Lashley – Vistelar Consultant
47. Discussion Activities
• “I understand and I’d probably feel the same way if I were in your shoes. Nevertheless, I
have a job to do here.”
• “Is there something I did to make you mad at me? I apologize if I did something wrong,
but I have to ask you not to swear at me.”
• “You seem upset and I’m sorry you feel that way, however …”
• “I understand sir. No one here means to disrespect you; can we start over? I know I want
to…
• “I hear what you are saying, but I am asking you to wait in line so I can be fair to the other
people who have been waiting longer than you.”
48. Activity: Store Security Redirection
Comment:
I do not have to listen to you – you are not police!
Response:
Sir/Ma’am, I can see you are upset, often we are mistaken for police?
I am just here to return the items to the store…
49. Activity: Store Manager Redirection
Comment:
What in the world, took you so long! Did you stop and take a nap
before getting here!
Response:
Sir/Ma’am, I just returned from being outside, I am here now how
can I assist you!
50. 2) Divert Attention
Purpose is to take their minds off of their thought process when they
start to become agitated or verbally combative;
• “Your last name sound familiar – did you go to school out here?”
• “If they are wearing a sports jersey – ask how their team did this
year?
• “Let me ask you a question — do you like bananas or apples?”
51. Activity
Witnessed first hand or heard?
Write a redirection using your conflict trigger
1. “You’re only talking to me because I am”
Black/White/Red/Yellow/Green
2. “The Store is not going to miss this”
3. “I do not have to listen to you, because you are NOT a cop”
Page 8 of your workbook
52. Activity: Practice Initial Contact Script
C1. Good Afternoon.
C2. I am __________________from the_______________________.
C3. The reason that I approached you today is that I noticed that you were wandering in the hallways – looking a little bit lost.
C.4. May I help you? Pause.
I was trying to find the _BUSINESS OFFICE__________________.
CL1/CL2 (Optional, if appropriate because identification is required)
Response is dependent on situation.
CL3. You’re in luck. The _ _BUSINESS OFFICE is kind of hard to find but I can show you the way.
That would be great.
Let me show you how to get there.
I really appreciate your help.
CL4. There’s the _ _BUSINESS OFFICE Is there anything else that I can do to assist you?
No, you have been a great help. Thank you.
I am glad that I could be of assistance.
Page 9 of your workbook
55. Verbal Intensity
• Search Talk – Normal conversational tone
• Persuasion – soft, soothing tone
• Light Control Talk – insistent tone
• Heavy Control Talk – Issue ultimatums
- Daniel Vega, Crisis Intervention Specialist
56. Persuasion Sequence
We use this tactic when;
• Question What you Said…
• Resist Your Request…
• Refuse Your Request…
57. Persuasion Sequence Application
After you ask someone to do something and they question you, become resistive or
refuse;
1. Explain why — Confirm understanding
2. Offer options – Let them choose
3. Give a them an opportunity to reconsider; then take appropriate action
58. Discussion: Persuasion Sequence Components
P1. Set Context – Tell them why –
a) Explain the Rule or Policy or Law
b) Explain the Reason for the Rule or Policy or Law
c) Ask if they Understand the Rule or Policy or Law
59. Discussion: Persuasion Sequence Components
P2. Present Options
a) Present Positive Options
b) Present Negative Options
c) Put a final emphasis on the Positive
60. Discussion: Persuasion Sequence Components
P3. Give a second chance – (allows them to reconsider)
Is there anything I can say, (at this time)…pause… to
get you to ………………….., I’d like to think so?
61. How to start the conversation over
Use
The Rewind Button …
I apologize, can we start over?
64. Activity – Write it down
Lets role play
You get a chance to change the ending.
What would you say if you were the
responding Store Security and when you arrive
you saw the store Manager and another Store
Security Staff helping hold a shoplifter on the
ground who is out of control?
65. Post Incident Closure Questions:
1. Check emotional stability
2. Confirm their mental level of alertness
3. Verify any physical injuries