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Emerging Leader Workshop: Verbal Defense and Influence


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Emerging Leader Workshop: Verbal Defense and Influence

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Emerging Leader Workshop: Verbal Defense and Influence

  1. 1. Conflict Management for Store Security Professionals Non-Escalation, De-Escalation and Crisis Intervention Tactics
  2. 2. 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
  3. 3. 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?
  4. 4. Vistelar’s Overview
  5. 5. Extra! Extra! Plane landing safely!
  6. 6. Discussion Write down a plane crash you have heard about or witnessed in our workplace? Heard or Witnessed First Hand
  7. 7. Brutal Takedown
  8. 8. Methodologies 1.0 Treat People with Dignity by Showing Respect 2.0 Be Alert & Decisive / Respond, Don’t React 3.0 Showtime Mindset 4.0 Proxemics 10 5 2 5.0 Universal Greeting 6.0 Beyond Active Listening 7.0 Redirections 8.0 Persuasion Sequence 9.0 Crisis Intervention 10.0 Take Appropriate Action 11.0 Closure Page 2 of your workbook
  9. 9. 6Cs Framework 1. Context 2. Contact 3. Conflict 4. Crisis 5. Combat 6. Closure
  10. 10. 6Cs of Conflict Management Chart Page 2 of your workbook
  11. 11. Treat People with Dignity
  12. 12. 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”
  13. 13. Universal Greeting
  14. 14. 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?
  15. 15. #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
  16. 16. 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.
  17. 17. #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
  18. 18. #3 Why Are We Here? • P.O.L.E. Acronym • Physical • Organizational • Legal • Emotional Page 4 of your Loss Prevention Manual
  19. 19. #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
  20. 20. 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
  21. 21. 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
  22. 22. Universal Greeting Applicability 1. Establish a positive initial contact 2. Develop rapport 3. Allow you to gather information
  23. 23. Discussion What are some ways that you can prepare for a possible conflict situation? Bottom of Page 5 of workbook
  24. 24. Control Your Tone
  25. 25. Showtime Tactic
  26. 26. 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
  27. 27. Be Their Equal
  28. 28. Communication Alignment Match Words, Tone, and Non-verbals to create Congruence – communication without contradiction
  29. 29. Proxemics 10-5-2 Page 6 of your workbook
  30. 30. 10-5-2 Rule (Risk and Threat Assessments) 10 Feet – Evaluation / Exit 5 Feet – Communication / Evade 2 Feet – Operation / Escape
  31. 31. Activity: Develop Exit Strategies I forgot I just got texted, paged or called I will need to check on something
  32. 32. Relative Positioning INSIDEINSIDE 11 2222 2 1/22 1/22 1/22 1/2 11
  33. 33. 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
  34. 34. Proxemics: Overview 1 Hand 2 Hand Emergency Time out Tactical Thinking Guiding Hands Tactical Sitting Page 6 of your workbook
  35. 35. Conflict Triggers
  36. 36. Conflict Triggers Societal • Individual, Familial, Social, Community Universal • Indignity, Fear, Stress, Vulnerability Personal • Hot Buttons – e.g. name calling, slurs
  37. 37. 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?
  38. 38. 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
  39. 39. Professional Language
  40. 40. 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 ...")
  41. 41. Crisis Interventions
  42. 42. 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
  43. 43. Crisis Management Strategies 1. Reduce Stimulation 2. Separate & Support 3. Adapt Communications 4. Meet Unmet Needs 5. Mode Calmness Joel Lashley – Vistelar Consultant
  44. 44. Redirections Page 8 of your workbook
  45. 45. 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.”
  46. 46. 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…
  47. 47. 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!
  48. 48. 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?”
  49. 49. 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
  50. 50. 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
  51. 51. Time to take a break Please return at 2:25 PM
  52. 52. Persuasion Sequence Page 10 of your workbook
  53. 53. 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
  54. 54. Persuasion Sequence We use this tactic when; • Question What you Said… • Resist Your Request… • Refuse Your Request…
  55. 55. 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
  56. 56. 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
  57. 57. Discussion: Persuasion Sequence Components P2. Present Options a) Present Positive Options b) Present Negative Options c) Put a final emphasis on the Positive
  58. 58. 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?
  59. 59. How to start the conversation over Use The Rewind Button … I apologize, can we start over?
  60. 60. Closure Page 11 of your workbook
  61. 61. Group Discussion Why is closure an important final step for any interaction?
  62. 62. 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?
  63. 63. Post Incident Closure Questions: 1. Check emotional stability 2. Confirm their mental level of alertness 3. Verify any physical injuries
  64. 64. Activity: Closure Develop and practice your personal Closure Statements
  65. 65. Applying VDI Principles 1. Applying Non-Escalation Strategies 1. Approaching unknown person(s) 2. Applying De-Escalation Strategies 1. Approaching person(s) in Conflict/Crisis(Yelling) 3. Applying a Redirection 1. Dealing with a verbally abusive contact 4. Applying Persuasion 1. When someone says “No”.
  66. 66. Combine Verbal with the Physical
  67. 67. 6Cs of Conflict Management Chart
  68. 68. What did you learn today? Add your three takeaways from today to your list? Complete Your VDI Class Feedback Form.