1. Confrontation
The Good, the Bad, and the Ugly

2.  The act of approaching and addressing others in
order to enforce policy.
What is Confrontation?

3.  Confrontation is amongst the most uncomfortable
thing for people to do.
 We don’t want to tell others what to do
 We may not agree with what we’re enforcing but are
required to do it anyway
 You are familiar with the respondent
 You don’t want to “get people in trouble”
Why is it uncomfortable?

4. As a CA, your community counts on you to ensure that
everyone is safe and following the rules. Though people
may not outwardly express this, they rely on you to play
“the bad guy”.
When we document residents for policy violations it is
always in the best interest of the community as well as
the respondent.
Why is it necessary?

5. The Three C’s of Confrontation

6.  Remain calm
 Trust your gut and remember that your attitude sets the
tone for the entire encounter!
Calm

7.  Clearly state why you are there
 Use I statements! Take ownership of your responsibility
and express that to the resident(s).
 “I’m here to address the noise level coming from this
room”
Clear

8.  Remember your role and your responsibilities
 Be confident in knowing policies and procedures
 Remember that you are there to help
 Know that you always have an opportunity for
support: ED on Duty or a CSO
Confident

9.  Pre-confrontation- Planning & Scanning
 Engaging
 Confronting & Adapting
 Reporting & Follow Up
The Steps of Confrontation

10.  Like the Boy Scouts, always be prepared!
 Notebook/writing pad
 Pen
 Duty phone/radio
 Create a mental plan however, remember that
situations may change very quickly
 Case Study: You get a noise complaint for a party-
what would be good to know before you enter the
situation? What would you be thinking about?
Pre-Confrontation

11.  Now it’s time to address the behavior
 Can include:
 The initial knock on the door
 The “excuse me” in the hallway
 Introduce yourself
 Remember that people may become defensive when they
are confronted, especially in front of peer groups and
friends.
 If it isn’t necessary to speak with everyone, ask the
individual to step into the hallway or another private area
Engaging

12.  If entering a room, be sure to knock and announce yourself
 If residents refuse to answer the door, contact Campus
Safety and request ED
 Explain why you are there and ask for their cooperation
 Once access is granted, ask for their FPU ID cards and record
the information
 If there is alcohol present, appoint a necessary number of
people to dispose of it in the bathroom. Containers should
emptied into the sink and then disposed of.
Confronting

13.  Remain Calm and confident
 Be sure to use a neutral tone- avoid being too hostile or passive
 SOLER
 Sitting/standing at a comfortable angle and distance
 Open posture
 Lean forward
 Eye contact
 Relax
 The Golden Rule- the person you’re confronting deserves the
same respect that you deserve in that situation
Confronting

14.  Clearly express why you are confronting them
 Use clear, unambiguous statements
 Are you partying? vs. Are you drinking alcohol?
 Listen to their responses and concerns
 Don’t apologize for the confrontation, you are exercising
your responsibility.
 Confront the behavior, not the person (values)
 It’s in violation of FPU policy for an individual under the age of
21 to consume alcohol vs. What kind of person would do this?
Confronting (cont.)

15.  Notify the resident(s) that the incident will be
documented and explain the Judicial Process
 Leave with an open invitation to discuss what
happened
 “I live in xxx, please feel free to stop by and chat with
me if you have any questions or concerns.”
 Let people know that you care!
 Stop by and check in with people you’ve
documented.
Reporting & Follow Up

16.  Remember that your not the Fun Police, but you are
tending to the health and safety of your residents.
From confrontation to opportunity

18. Incident Reports

19.  https://www.youtube.com/watch?v=iaYdiEZKtbM
Incident Reports