VDI _Family Protective_Services


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  • Say: “These are the concepts embedded in our Matrix…
  • Read slide… Explain concept
  • Say: “Lets take a snapshot of where we are in our lives”
  • Say “What are these?’”Response: Brands, Logos, Companies etc.“We believe that your last name is YOUR brand”“So, lets see how that brand is represented.”
  • Say:“In a moment or two you will share two questions with a partner. Who are you, and what would you like to change about the way you communicate.”Say: “I’m pretty sure most of us did not awaken today and say, ‘Who am I”, so let me offer some help…”
  • Say: “This is a list of attributes or principles that many people use in order to describe themselves.” Pick three that you feel you exemplify, at this moment.”Say: “Now take five minutes and share w/partner those two questions. It may be difficult to have this discussion without mentioning ‘what we do’…”
  • Say: “What is professionalism? How many of you took a course in college called ‘Professionalism’?a ”Say: “What does it mean to be professional? How do you become professional?Responses: Various
  • Say: “On the count of three, say the word Showtime with me… 1-2-3 SHOWTIME!”Say: Read slide definition…Say: “When are other good times to say this term? At home…in the community etc.”
  • Say: “The ShowTime mindset helps us focus on the task at hand, avoiding distractions that deal with moods, feelings, and circumstances. We are ready to generate the 3 C’s in the most effective way”.
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  • VDI _Family Protective_Services

    1. 1. Verbal Defense & InfluenceDFPS Basic Instructor Class Jan 7 – 11, 2013
    2. 2. In Memorial
    3. 3. Acknowledgements• Dr. George Thompson President• Mike Manley Vice President• Lee Fjelstad Vice President• Gary T. Klugiewicz PoliceOne / Vistelar Group• Tony Pinelle VDI Master Trainer• Peter Harrell Jr. VDI Master Trainer
    4. 4. powered by
    5. 5. Tac Com Mosaic
    6. 6. Klugiewicz Background• Martial Artist• Milwaukee County Sheriff’s Office• DAAT / POSC Program Developer• Calibre Press Street Survival Instructor• H&K / Team One Network• Verbal Judo / Verbal Defense & Influence• PoliceOne / CorrectionsOne
    7. 7. Harrell Background• Senior Consultant Verbal Judo/Verbal Defense & Influence• Organization and Development Specialist• Keynote Speaker• Actor• Father
    8. 8. VDI Class Formats
    9. 9. Verbal Judo Exposure• Heard the term• Attended a conference presentation• Limited exposure in other classes• Attended a short orientation session• Took a one or two day class• Attended an Instructor class• Consider yourself an VJ Operator
    10. 10. Verbal JudoVerbal Judo is a well established method ofproviding people with Tactical Communicationskills.Any situation has the potential for getting out ofhand. Knowing how to “redirect a person’sbehavior with words” is a person’s mostimportant communication tool for keepingeveryone safe.
    11. 11. Welcome• Registration• Welcome / Overview – Table Top Materials / Name Tags• Build Binder / Manual Orientation• Participant Expectation Guidelines• Training Safety Rules• Videotaping Orientation / Instructor Introduction• Attendee Background / Duties / Expectations• Assignments - Reading• Performance Testing Choices• Certificates
    12. 12. Instructor Roles & Responsibilities• Registration• Welcome / Overview – Table Top Materials / Name Tags• Build Binder / Manual Orientation• Participant Expectation Guidelines• Training Safety Rules• Videotaping Orientation / Instructor Introduction• Attendee Background / Duties / Expectations• Assignments - Reading• Performance Testing Choices• Certificates
    13. 13. Student Expectation Guidelines• Minimum of 90% Attendance with Make Up• Open Mind / Positive Attitude• Compliance with Training Safety Rules• Contact Instructor if Late / Absent• Successful Completion of Practical Exercises• At least 80% on All Written Tests• Complete and Turn In Final Evaluations
    14. 14. Student Expectation Guidelines• When we listen with the intent to teach, we learn at a deeper level.• When we teach, we gain new insight and our learning expands, Stephen Covey
    15. 15. Classroom Management• Instructor One Voice – Stop Immediately• Instructor Raised Hand – Finish your sentence but not the paragraph• Student “STOP” Notification Statement –Use whenever you don’t understand what is being said by the instructor• Use of electronic equipment
    16. 16. How the Class will be Taught1. Demonstration2. Explanation3. Repetition4. Simulation
    17. 17. Changing Educational Paradigm
    18. 18. How People Learn
    19. 19. Retaining Knowledge1. Hearing2. Seeing3. Doing4. Experiencing5. Teaching Karen Spencer, PhD. Purposeful Teaching
    20. 20. Student Expectation Guidelines• When we listen with the intent to teach, we learn at a deeper level.• When we teach, we gain new insight and our learning expands, Stephen Covey
    21. 21. Learning Pyramid %1. 5% Lecture2. 10% Reading3. 20% Audiovisual4. 30% Demonstration5. 50% Group Discussion6. 75% Learning by Doing7. 90% Teaching Others Adapted from David Sousa, How the Brain Learns by Cynthia Furse, University of Utah
    22. 22. Goals of the Course• PERSONAL SAFETY• Enhanced Professionalism• Decreased Citizen Complaints• Decreased Vicarious Liability• Lessen Stress• Court Power & Articulation• Increased Staff Morale
    23. 23. Program Format• Self – Assessment• Professionalism• Communication Theory• Tactics
    24. 24. Part One
    25. 25. Self - Assessment
    26. 26. Self - Assessment Who are you?
    27. 27. Principles/Attributes
    28. 28. Five Universal Truths1. All people want to be treated with dignity and respect.2. All people want to be asked rather than being told to do something.3. All people want to be told why they are being asked to do something.4. All people want to be to be given options rather than threats.5. All people want a second chance.
    29. 29. Five Universal Truths 1 DFPS Staff treat others:5 1. ALWAYS TREAT OTHERS with dignity and respect. 2. ASK THEM, don’t tell them to do something. 3. TELL THEM WHY they should do it. 4. GIVE OPTIONS, not threats. 5. GIVE THEM a second chance, if appropriate.
    30. 30. Five Universal Truths Regardless of differences, all people want;1) To be treated with dignity & respect.2) To be asked rather than told to do something.3) To be told why they’re being asked to do something.4) To be given options rather than threats.5) To be given a 2nd chance. © Verbal Defense & Influence with Adapted from ‘5 Universal Truths of Verbal Judo’ by Dr. Thompson of the Verbal Judo Institute. ©2008 Verbal Judo® the Verbal Judo Institute, Inc. 39
    31. 31. © Verbal Defense & Influence with the Verbal Judo Institute, Inc. 40
    32. 32. ACTIVITYPick a partner and teach 5 UT Then discuss how itmay improve the agency, and your life.
    33. 33. Part Two
    34. 34. Good Decision Making?• Why do you make such good decisions?• Experience• How do you get experience?• Bad Decisions
    35. 35. Traits of a Professional• High Visibility• Quick Decisions• Codified Body of Knowledge• Continuous Training• Adapt to Change• Ethical Standard of Conduct• Licensed; Badge A Symbol Of
    36. 36. Universal Greeting’s Purpose
    37. 37. Tactical 8 Step Concept
    38. 38. Universal Greeting
    39. 39. Universal Greeting Script8.1 Good Morning,8.2 I’m Gary Klugiewicz, a consultant with Verbal Defense & Influence.8.3 The reason I am here this morning is to introduce my partner Peter Harrell Jr. who is  He is currently a senior consultant for Verbal Defense & Influence  He is an actor with 40 years experience  Retired state employee  Father/Spouse8.6 One of Peter’s expectations for the class is to have the participants perform Tactical Communication Tactics with people they interact with at work, their clients, as well as their family, friends, and others.
    40. 40. Universal Greeting (a.) • Morning Coffee• 8.1. Good Morning, _____________• (Use customer service representatives name, if known)• 8.2. My name is ________________. I am a guest in Room 204.• 8.3. The reason that I am contacting you is that its 4AM and wanted to get a cup a coffee. I noticed that there is no coffee machine in the room.• 8.4. Is there somewhere in the hotel where I can get a cup of coffee?
    41. 41. Universal Greeting (b.) • Information Gathering• I am … (Title / Name) from the … (List your agency).• I am here to attend this Verbal Defense & Influence Course. I have been asked to interview you.• May I ask you name, title, current assignment, any personal information that you would like to disclose, and one of your expectations for the class?
    42. 42. Universal Greeting (c.) • Partner Introduction to Class• Good Morning…• I am … (Title / Name) from the … (List your agency).• The reason I am here this morning is to introduce … Introduce your partner with name, rank, agency, position with other background and personal information as noted.• Explain one of your partner’s expectations for the class
    43. 43. ACTIVITYUsing one of the introduction scripts,introduce your partner to group.
    44. 44. The Goal of Professional Intervention is toGenerate Voluntary Compliance,Cooperation and Collaboration
    45. 45. Overcoming A NaturalAdversarial Relationship Our Job To Meet & Greet and O.N.A.R. Overcome Natural Adversarial Relationship
    46. 46. Our Service To The Community We Think For OthersAs They Might Think For Themselves 48-72 Hours Later.
    47. 47. Professionalism Concept Learn to stop REACTING and start RESPONDING to the ongoing situation.
    48. 48. Tactical Cognitive DissonanceTCD is a professional survival trait atallows you to leave your Personal ValueSystem at home and utilize yourProfessional Value System at workcreating an Alter Ego that will keep youand others safe.
    49. 49. Maintaining Emotional Equilibrium NO MIND Dis / interest Non Bias
    50. 50. Maintaining Emotional Equilibrium MUSHIN is: Professional Detachment A Habit of MindOne must remain Open , Flexible and Unbiased.
    51. 51. Maintaining Emotional Equilibrium What is your public professional face?• Affect• Calm, Still Center• Become an Chameleon• You are what you look like• You are what you sound like
    52. 52. Personal vs. Professional Face
    53. 53. ACTIVITYPick a different partner, and use aprofessional face appropriate for work;home.
    54. 54. Maintaining Emotional Equilibrium Chief Harry Dolan’s “Rule of 24”• 24 hours• 24 minutes• 24 seconds
    55. 55. Maintaining Emotional EquilibriumA term used to mentally give you a tacticalmind set for the task at hand. A reminder touse your professional face and words that willgenerate voluntary compliance, cooperationand collaboration.
    56. 56. ACTIVITYPick a different partner, and discuss whatmethods you currently are using to keepyour “emotional equilibrium.” What aresome steps you could both use in thefuture?
    57. 57. Know Your Weaknesses Name It: “Mr. Better Than” Define It: He Who . . .Hot Buttons or Challenges My Authority Triggers The Path To Strength Is Built On Recognized Weaknesses.
    58. 58. ACTIVITYDiscuss with your partner two“weaknesses” you are currently aware of.Design a “trigger guard” for yourweaknesses.
    59. 59. How many people are usuallytold about a negative contact?
    60. 60. It has been estimated that seventeen persons are told about an negative employee contact that is seen by only one person.How may people are told about an eventwitnessed by 100’s or 1000’s of spectators?
    61. 61. The Contact Professional• In Contact With Self• In Contact With The Organization• In Contact With The Subject.
    62. 62. The Contact Professional Who Do You Represent?1. Self2.3.4.5.
    63. 63. ACTIVITYPick a different partner, and discuss whathow you became a professional.
    64. 64. S.A.F.E.R
    65. 65. S.A.F.E.R.
    66. 66. Ethical Intervention Concept ETHOS = “Self” Ethical intervention is "therepresentative self acting to uphold the standardof conduct expected by ones office. Whenever our personal self acts in contradiction to our representative self we need another to act for us as we would act under better conditions--hence "Ethical Intervention.” In other words, Ethical Intervention is an act that helps sustain our best Representational Power under stress. It is, then, THE act of the Art of Representation. Dr. George Thompson
    67. 67. Ethical Intervention Concept You are the representative• Isn’t it true that at the point of contact, a single employee “represents” the whole organization for better… or worse?• What kind of representative are you?
    68. 68. Ethical Intervention Concept
    69. 69. Ethical Intervention Concept There are no longer any innocent professional bystanders.• Assist your fellow staff members• Fix something if it’s going wrong• Stop something that’s wrong• But no matter what, you need to write a report that explains what you observed.
    70. 70. Ethical Intervention Concept
    71. 71. Ethical Intervention Concept
    72. 72. Ethical Intervention Concept1. Protection from a Sudden Assault2. Protection from Poor Tactics: Staff Safety Violations3. Protection from Policy Violations4. Protection from Out of Control Behavior
    73. 73. Ethical Intervention Concept
    74. 74. Ethical Interventions
    75. 75. Verbal Intervention• Simply talk to your partner• “Showtime”• “Be Careful Partner”• “Knock It Off”• Investigator Tap Out• Call for Assistance
    76. 76. Chief Dolan’s “Knock It Off”• Previous generations of employees in the workplace simply did what they were asked to do with little debate. Many younger employees have been raised demanding to know “why”. So tell them “why” and see how quickly they come on board.• Most importantly, when their actions or comments are inconsistent with your organizations mission, tell them to “Knock It Off”.
    77. 77. Harry Dolan “Knock It Off
    78. 78. Golden Rule
    79. 79. Platinum Rule Treat others as you would like to be treatedunder the same circumstances.
    80. 80. Cultivating the Art of Courtesy
    81. 81. Cultivating the Art of Courtesy
    82. 82. Three Kinds of People There are 102Cultures in the U.S. But Only Three Kinds of People
    83. 83. Three Kinds of People
    84. 84. Difficult People
    85. 85. ACTIVITYPick a different partner, and discuss whathow you have handled difficult people inthe past. At work? At home? In thecommunity?
    86. 86. Part Three
    87. 87. Hart Peace Story
    88. 88. Communication TheoryThe opposite of talking should beLISTENING but for most people itis WAITING TO INTERRUPT!
    89. 89. Be Alert & Decisive• Remain Alert• Be Decisive• Have a preplanned, practiced response in mind
    90. 90. L.E.A.P.S. Concept• You must be Unbiased, Flexible, and Open• Hear Literally• Interpret Accurately• Act Appropriately
    91. 91. The Great EqualizerIf you don’t listen to what the person issaying, watch what they are doing, and puteverything in “context” of the currentsituation and the distance you are from theperson, you will never see the argument,complaint and/or assault coming.
    92. 92. Listening Components• Words• Tone of Voice• Facial Expressions• Body Language• Context of the Situation• Distance / Positioning
    93. 93. L.E.A.P.S. ConceptEmpathize • To See Through The Others Eyes • Construct A Verbal Means To Relate To The Subject • You Do Not Have To Agree… Simply Understand The Others Perspective.
    94. 94. L.E.A.P.S. Concept Tactical Empathy
    95. 95. L.E.A.P.S. Concept Listening & Empathizing• Listening gives you intel on where the subject is today.• Empathizing gives you intel on where the subject has been in the past.• Combining knowing where the subject is today and has been in the past gives you the best predictor of where the subject is going to go in the near future.
    96. 96. ACTIVITYDiscuss with your group a time when youcould have used empathy but didn’t. Whatwas the result? How does one attainempathy?
    97. 97. L.E.A.P.S. ConceptAsk(Five Types of Questions) • Fact Finding • General • Direct • Leading • Opinion Seeking.
    98. 98. L.E.A.P.S. Concept
    99. 99. L.E.A.P.S. Concept
    100. 100. L.E.A.P.S. Concept
    101. 101. L.E.A.P.S. Concept
    102. 102. L.E.A.P.S. Concept “Sword of Interruption Technique”Say … “Excuse me, let me see,you seem to be (feeling/emotion)_______________ because of(content/reason)________________.”
    103. 103. L.E.A.P.S. Concept
    104. 104. L.E.A.P.S. Concept
    105. 105. L.E.A.P.S. Concept • Anti – Peace Phrases• Calm Down!• What’s Your Problem?• You People…• Come Over Here!• I’m not going to tell you again…• Because these are the rules!
    106. 106. L.E.A.P.S. Concept• Tactical Peace Phrases
    107. 107. ACTIVITYTeach the concept of LEAPS to a group of three.Each person will take a turn. Discuss with yourtriad, which LEAPS concepts you are currentlyusing. Which ones do you need work on.
    108. 108. Street Truth
    109. 109. Art of Mediation
    110. 110. Art of MediationPeople in crisis are often under theinfluences of:• Rage• Anger• FEAR• Frustration• The Unknown• They are “trapped” in a box…We must open the box with options.
    111. 111. Art of Mediation
    112. 112. The Art Of Translation
    113. 113. The Art Of Translation
    114. 114. Quicksand
    115. 115. Street Truth
    116. 116. “Self As Seen By Self”
    117. 117. Street Truth
    118. 118. Street Truth • Street Truth # 3• 93% of your success is determined by your delivery style.
    119. 119. Communication Theory 93% = Delivery Style
    120. 120. Communication Theory Content Credibility = Credo Belief Power & Influence History
    121. 121. Communication Theory VOICE • 33 – 40% • How you Say it If there is a contradiction between“Content” and “Voice”, which should you believe?
    122. 122. Communication Theory VOICE • Tone = Attitude • Pace = Speed • Pitch = High/Soft • Modulation = Ebb & FlowThe Voice is a window of a person’s intentions.
    123. 123. Communication Theory ROLE VS VOICE
    124. 124. Communication Theory
    125. 125. Communication Theory
    126. 126. Communication Theory
    127. 127. Communication Theory
    128. 128. Communication Theory
    129. 129. Communication Theory
    130. 130. Communication Theory
    131. 131. “Anger Management”
    132. 132. ACTIVITYForm teams of 3-4 and debrief film. (1) Usetactics learned to improve response. (2)Demonstrate improved response to class.
    133. 133. ACTIVITYThis section of the class will involve…
    134. 134. Part Five
    135. 135. Gary Fire Talk/Fire Drills
    136. 136. Proxemics (prok-se-miks) The study of the cultural,behavioral, and sociological aspects of spatial distances between individuals.
    137. 137. Proxemics
    138. 138. Proxemics
    139. 139. Proxemics• Note: These tactics were develop by Gary T.Klugiewicz with contributions from Tony Pinelle,Joel Lashley, and Doug Lynch based on materialprovided by Dr. George Thompson and numerousnationally known defensive tactics and crisismanagement instructors••• © 2012 Verbal Defense & Influence
    140. 140. Proxemics
    141. 141. Proxemics
    142. 142. Proxemics
    143. 143. Proxemics
    144. 144. Proxemics R.A.M.Reasonable Arc of Movement
    145. 145. Proxemics
    146. 146. Tony “Thinker Stance”
    147. 147. Proxemics
    148. 148. Proxemics
    149. 149. Proxemics
    150. 150. Proxemics
    151. 151. “Sitting Tactically”
    152. 152. Proxemics
    153. 153. Part Six
    154. 154. Tactics
    155. 155. Tactics
    156. 156. Tactics
    157. 157. ACTIVITYForm teams of 3-4 and discuss “Anatomyof a Verbal Assault”.
    158. 158. TacticsAnatomy of a Verbal Assault1. What are the reasons for verbal assaults?2. How do you control your personal/professional face?3. In the past, how have you handled verbal assaults? At work? At Home?
    159. 159. Tactics • Types of Verbal Assaults• Authority• Profanity• Personal Threats• Family Safety• Other Staff
    160. 160. Tactics • Types of Verbal Assaults• Physical Features• Age/Sex/Sexuality• Skill/Competence• Education• Economic Status
    161. 161. Tactics
    162. 162. Tactics
    163. 163. Tactics• Funny Word Blocks (Quick, Appropriate, no Counter Punch)• Serious Word Blocks• Polite Threat Word Blocks• Mobilizing the Audience Word Blocks• Sudden Assault (Time Out) Word Blocks
    164. 164. Tactics
    165. 165. Tactics Combination Deflectors• I hear what you’re saying, and I got that, however…• I hear that, and I’m listening, but…• You seem upset, and I’m sorry you feel that way, however…
    166. 166. Tactics EXAMPLEComment:“Why are you at my house again, I get tiredof ya’ll coming here. Don’t you haveanything better to do than bother us?”Response:“ I can see you are upset, I’m here again toget some information we need to be able toassist your family.”
    167. 167. ACTIVITYYour team will create two real lifescenarios from your work experience anduse deflectors to handle verbal abuse.
    168. 168. Tactics
    169. 169. Tactics
    170. 170. Tactics
    171. 171. Tactics1. Listen2. Empathize3. Ask4. Paraphrase5. Summarize
    172. 172. Tactics
    173. 173. Tactics
    174. 174. Tactics• Security• Attack• Flight• Excessive Repetition• Revised Priorities
    175. 175. Tactics
    176. 176. Tactics
    177. 177. TacticsUniversal Greeting
    178. 178. TacticsPersuasion Sequence
    179. 179. Tactics
    180. 180. Tactics
    181. 181. Tactics
    182. 182. Tactics
    183. 183. The Art Of Translation
    184. 184. Art of Mediation
    185. 185. Tactics
    186. 186. Five Universal Truths 1 DFPS Staff treat others:5 1. ALWAYS TREAT OTHERS with dignity and respect. 2. ASK THEM, don’t tell them to do something. 3. TELL THEM WHY they should do it. 4. GIVE OPTIONS, not threats. 5. GIVE THEM a second chance, if appropriate.
    187. 187. Tactics
    188. 188. Tactics
    189. 189. Tactics
    190. 190. Tactics
    191. 191. Tactics
    192. 192. Tactics
    193. 193. ACTIVITYIn teams of three, formulatescenarios from past workexperiences.
    194. 194. ACTIVITYConduct Demonstrations PersuasionSequence Techniques using Real –Life scenarios.
    195. 195. Part Seven
    196. 196. Improving Future Performance
    197. 197. Improving Future Performance
    198. 198. Improving Future Performance• Are you OK? Wellness Check• How do you think you did? What happened?• Positive comment, if possible• What would you do different next time?• Instructor, role player, and/or peer jury comments• Instructor Summation
    199. 199. Improving Future Performance • Always Keep Professional Face • Always Treat Others As You Would Want To Be Treated . . . Under Identical Circumstances • Never Inflate People With Adrenaline • Flexibility Is Strength - Rigidity Weakness • Redirect Rather Than Resist.
    200. 200. Improving Future Performance• It’s Not Enough To BE Good, You Have To LOOK Good & SOUND Good, or It’s NO Good!• Never Step On One’s Personal Face!• People are Like Steel - When We Lose Our Temper We Are Useless!
    201. 201. Improving Future PerformanceHow will this training affect myrelationships?At Work?At Home?In Community?
    202. 202. END