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Community Standards for Service Areas

Community Standards for Service Areas. Jeff Smith Student Judicial Affairs Officer Aims Community College. What are you dealing with?. Hostile customers or students Multiple people at once, some are upset Financial Aid complaints or grade issues Fairness and other treatment issues

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Community Standards for Service Areas

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  1. Community Standardsfor Service Areas Jeff Smith Student Judicial Affairs Officer Aims Community College

  2. What are you dealing with? • Hostile customers or students • Multiple people at once, some are upset • Financial Aid complaints or grade issues • Fairness and other treatment issues • Physical outbursts and rude behavior • Voice mail or email messages in poor taste • Taking a long time to get to the actual issue

  3. Physical Issues • Standing over you while seated at a desk • Find a neutral environment to discuss issues • Go to an area others can see you • Give yourself an escape route - ALWAYS • If the person is becoming more agitated, remove yourself and call 911 • Remember to use the panic button on your phone

  4. Get to the root of the problem • Use the Ask Me document • Write the info on the back of your card • Think about a follow up call in a few days • Call the person you referred them to for a heads up

  5. How to deescalate • Think of them as a customer • Stand up and greet them like you appreciate them • Believe they know someone important, a Board Member • Be quiet and listen to the person intently • Take notes • Show compassion, sympathy, and tolerance • Reiterate their concerns for your understanding • Be positive about the solution

  6. Your Safety is priority • Do not make promises, make suggestions • Appreciate, concern, suggest • Build rapport within the office, use the buddy system • Leave your door open • Walk around your desk to greet them • Leave backpacks outside the office door • Allow only one person to talk at a time • Do not allow swearing or invading of personal space

  7. Sociology 101 • Social Norms • Cultural Norms • Background Norms • Genetic Norms • Financial Norms

  8. Additional Questions? • Contact Jeff Smith Contact Security Contact Dr. Matijevic • 970-339-6253 970-537-2171 970-339-6258 • Jeffrey.smith@aims.edusecurity@aims.eduAngie.summers@aims.edu • Civility and Conduct Safety and Security Expulsion and Policy

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