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Tactical Communications For The EMS Professional

Tactical Communications For The EMS Professional. Verbal Judo. Tac Com EMS 10-11-08 Presented by Jeff Clemens. Program Format. Professionalism Communication Theory Tactics Related Information. Goals of the Course. Personal / employee safety Enhanced Professionalism

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Tactical Communications For The EMS Professional

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  1. Tactical CommunicationsFor TheEMS Professional Verbal Judo Tac Com EMS 10-11-08 Presented by Jeff Clemens

  2. Program Format • Professionalism • Communication Theory • Tactics • Related Information ©The Verbal Judo Institute, Inc

  3. Goals of the Course • Personal / employee safety • Enhanced Professionalism • Decreased Citizen Complaints • Decreased Vicarious Liability • Lessen Stress • Court Power & Articulation • Increased Staff Morale ©The Verbal Judo Institute, Inc

  4. Traits of a Professional • High Visibility • Quick Decisions • Codified Body of Knowledge • Continuous Training • Adapt to Change • Ethical Standard of Conduct • Licensed; EMS is a Symbol of Public Trust ©The Verbal Judo Institute, Inc

  5. The Goal of EMSis to Generate Voluntary Compliance ©The Verbal Judo Institute, Inc

  6. The Tactical 8-Step Pattern 1. Appropriate Greeting 2. Identify Yourself / Department 3. Explain Reason For The Contact 4. Situational/Medical Inquiry 5 Additional information 6. Ask for Identification 7. Decision Stage 8. Appropriate Close ©The Verbal Judo Institute, Inc

  7. The Tactical 5-Step Pattern • Ask • Set Context • Give Options • Confirm Noncompliance • Act – Disengage and/or Escalate ©The Verbal Judo Institute, Inc

  8. Compliance options 1. Professional Presence 2. Words (S.A.F.E.R.) 3. Empty Hand Control 4. Co-Workers 5. Agency Personnel 6. Friends and associates ©The Verbal Judo Institute, Inc

  9. 5 Times When Words Fail • S - Security • A - Attack • F - Flight • E - Excessive Repetition • R - Revised Priorities ©The Verbal Judo Institute, Inc

  10. The Force Options ProfessionalPresence Street Savvy: The ability to become who you have to be to handle the situation in front of you. Put on the face to meet the faces you meet. ©The Verbal Judo Institute, Inc

  11. Tactical Peace Phrases • Excuse Me Sir Can I Talk To You? • For Your Safety And Mine. • Could I Ask You? • Would You Assist Me? • Can You Work With Me? • You Look Like A Reasonable Person. • What’s The Matter? • What can I do to Help? ©The Verbal Judo Institute, Inc

  12. Habit of Mind “mushin” ©The Verbal Judo Institute, Inc

  13. NO MIND Non Bias “mu / shin” Dis / interest = ©The Verbal Judo Institute, Inc

  14. “Showtime” Showtime is a term used to mentally prepare the officer (tactical mind set) for the task at hand. It reminds the officer to use only his professional face and, to use words that will generate voluntary compliance. ©The Verbal Judo Institute, Inc

  15. Tune Out Video ©The Verbal Judo Institute, Inc

  16. What You Need to Know There are 102 Cultures in the U.S. But Only Three Kinds of People ©The Verbal Judo Institute, Inc

  17. Three Kinds of People You Must Be Skillful With All Three. NICE DIFFICULT SNEAKY ©The Verbal Judo Institute, Inc

  18. Difficult People A Difficult Person will always tell you no, the first or second time you tell them to do something, but somewhere around the third or fourth time, when handled properly, 9 out of 10 will comply ©The Verbal Judo Institute, Inc

  19. How To Handle Verbal Abuse Natural Reaction = Confrontation • “I ‘preciate that, but . . .” • “I understan’ that, but . . .” • “I hear that, but . . .” • “I got that, but . . .” • “I’m sorry you feel that way, but . . .”. Vs. Studied Response = Deflection & Redirection ©The Verbal Judo Institute, Inc

  20. Reasons To UseDeflection Techniques • It Makes You Feel Good! • Springboard-Focus Technique preciate that, ButP L Goal Playground America • It Disempowers the Other • It Sounds Good! ©The Verbal Judo Institute, Inc

  21. Importance of Respect Respect Personal / Earned RE - Spect Professional / Given ©The Verbal Judo Institute, Inc

  22. The Contact Professional • In Contact With Self • In Contact With The Organization • In Contact With The Subject. ©The Verbal Judo Institute, Inc

  23. Know Your Weaknesses Mr. “Wanna Bet” Name It: He Who . . . Define It: Hot Buttons or Triggers Challenges My Authority Own It!. The Path To Strength Is Built On Recognized Weaknesses. ©The Verbal Judo Institute, Inc

  24. GVC The Art of Representation Hammer = Disharmony Ego Rage Dept. C Fear Drugs You Anxiety Power & Safety Training Policies Procedures Limitations ©The Verbal Judo Institute, Inc

  25. Communication The Opposite of Talking Should Be Listening, But for Most People It Is Waiting… Waiting To Interrupt!. ©The Verbal Judo Institute, Inc

  26. Keys To Active Listening • Be Open and Unbiased • Hear Literally • Interpret Accurately Meaning & Words Seldom The Same! ©The Verbal Judo Institute, Inc

  27. WORDS Communication MEANING HELP FEAR INJURED PAIN RESPONDTo The Meaning, Never REACTTo The Words. ©The Verbal Judo Institute, Inc

  28. Keys To Active Listening • Be Open and Unbiased • Hear Literally • Interpret Accurately • Act Appropriately ©The Verbal Judo Institute, Inc

  29. L.E.A.P.S. Concept • Listen • Empathize • Ask • Paraphrase • Summarize ©The Verbal Judo Institute, Inc

  30. Voice • Tone = Attitude • Pace = Speed • Pitch = High or Soft • Modulation: Ebb & Flow The Voice is a Window of a Subject’s Intentions. ©The Verbal Judo Institute, Inc

  31. It’s Not What You Say,It’s HOWYou Say It! I Never said I broke My arm ©The Verbal Judo Institute, Inc

  32. It’s Not What You Say,It’s HOWYou Say It! INever Said I broke My arm ©The Verbal Judo Institute, Inc

  33. It’s Not What You Say,It’s HOWYou Say It! I Never Said I broke My arm ©The Verbal Judo Institute, Inc

  34. It’s Not What You Say,It’s HOWYou Say It! I Never Said I broke My arm ©The Verbal Judo Institute, Inc

  35. It’s Not What You Say,It’s HOWYou Say It! I Never said I broke my arm ©The Verbal Judo Institute, Inc

  36. It’s Not What You Say,It’s HOWYou Say It! I Never said I broke my Arm ©The Verbal Judo Institute, Inc

  37. Reasonable Arc Concepts • Reasonable Arc of contact • Reasonable Arc of movement • Reasonable Arc of Talk • Reasonable Arc of Compliance ©The Verbal Judo Institute, Inc

  38. Program Format • Professionalism • Communication Theory • Tactics • Related Information ©The Verbal Judo Institute, Inc

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