1 / 25

School Safety Officer's Confrontational Management

School Safety Officer's Confrontational Management. Texas State Univ. and Signature Science, LLC partnership Jerry Adams (FBI Retired) jadams@signaturescience.com. Confrontation Management. Who Are They ? Why Are They Hostile ? Why Am I Here ? Where/When Do we Find Them?

williamhickey
Télécharger la présentation

School Safety Officer's Confrontational Management

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. School Safety Officer's Confrontational Management Texas State Univ. and Signature Science, LLC partnership Jerry Adams (FBI Retired) jadams@signaturescience.com

  2. Confrontation Management • Who Are They ? • Why Are They Hostile ? • Why Am I Here ? • Where/When Do we Find Them? • How Do I Respond ?

  3. Who Are They ? • Students • Visitors • Parents • Teachers • Neighbors • Taxpayers • Citizens

  4. What Makes People HOSTILE ? • Personal Problems • Poor Communication • Un-met Expectations • Frustration

  5. Frustration • Disrupted Routine • Fear • Anti-government • Embarrassment • Emotional Stress • Incompetence • Bureaucracy

  6. BureaucraticRedTape • Getting The “Run- Around” • Rumours • Lack Of Understanding • Poor Management • Schools

  7. Where Do We Find Them? • School Buildings • Classrooms/Portables • Halls • Restrooms/Gyms/Cafeterias • Staff Lounges • Front Offices • School Grounds • Walkways • Game Areas • Parking Lots • Bus Stops • ??????

  8. When Do We Find Them? • Before It Happens ? • Before It Erupts ? • When called

  9. Why Am I Here? • Protection • Students • Teachers • Staff • Parents • Other Officers • Self

  10. Why Do We Do It ? • Productivity • Students Learn Better • Teachers Teach Better • Administer Controls Better • Great For Our Society

  11. How Do I Respond? • Take time to survey the situation • Survey the victims • Survey the subjects • Survey the bystanders • Avoid hasty/over-reactive actions

  12. SURVEY TOOLS • Seeing • Hearing • Smelling • Tasting • Touching • Experience/Training

  13. Listening Skills • Stay Calm • Eye Contact • Body Language • Attitude • Space • Equality

  14. Professional Listening • Calm voice • Introduce self and status • Ask for and use person’s name • Eye contact/face • Listen to words • Repeat words • Ask questions

  15. Professional Listening(cont) • Empathize/show understanding • Take notes • Paraphrase in everyday words • Summarize situation • Gain rapport • Reduce environmental stress

  16. Why Do We Deal With Hostile People? • Teachers Need Help • Students Need Help • Citizens Need Help • OUR JOB

  17. What WorksWith Hostile People ? • Personal Ego • Calm Voice • Neutral Words • Non-Threatening Body Language

  18. Three Ways To HandleAnySituation AGGRESSIVELY PASSIVELY DIRECTLY ( BEST)‏

  19. You Are In Control If You … • Are A Good Listener • Use The A R T Method • Get Them To Sit Down • Use Their Last Name

  20. Show Them You Are Human • Tell them your name • Let them blow off steam before they blow up • Offer them help

  21. How To Tell The Hostile Person NO! • S O F T E N • SMILE • OPEN POSTURE • FORWARD • TERRITORY • EYE CONTACT • NOD

  22. T E A M WORK • Together • Everyone • Accomplishes • More • Work

  23. T E A M WORK • Introduce A Third Party • Offer To Contact Your Boss • Remember The Golden Rule

  24. Crisis AvoidedSuccessful Mission • Be Proud Of Yourself Because You Helped • Students • Teachers • Parents • Citizens • Fellow Officers • Self

  25. Questions Thanks For This Pleasure Jerry Adams jadams@signaturescience.com 512 844-0676

More Related