Verbal Judo and The Art of Gentle Persuasion Washington Area Lacrosse Officials Association The Truth about Customers The customer isnt always right But they are always the customer ID: 325252
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Professional Communication: Verbal Judo and The Art of Gentle Persuasion
Washington Area Lacrosse Officials AssociationSlide2
The Truth about CustomersThe customer isn’t always right. But they are
always
the customer.Slide3
What We Provide as Officials:SafetyDirect Customer ContactSupervision
ManagementSlide4
You are the RepresentativeAt
the point of impact,
a single employee “represents”
the whole organization for better or worse.
What kind of representative
do you want to be remembered as?Slide5
Who is Watching?How many people are told about a negative interaction?It has been estimated that seventeen persons are told about a single negative interaction that is seen by only one personSlide6
Verbal JudoPublic events have the potential for getting out of hand
Verbal Judo is a well established method of providing personnel with professional communication skills
Knowing how to “redirect a person’s behavior with words” is an important tool for keeping everyone safeSlide7
Universal TruthsPeople want to be treated with respect and dignityPeople would rather be asked than toldPeople want to know why they are being askedPeople want to make their own choice, given options instead of threatsPeople want a second chanceSlide8
We treat people like ladies and gentlemen, not necessarily because they are,
BUT BECAUSE WE ARE.Slide9
Principles Of Verbal JudoPrinciple of Judo itself-using the energy of others to maintain control of the situationEnables officials to safely manage the game using appropriate presence and words as options
Communication principles and tactics to generate cooperation and gain voluntary compliance under stressful situationsSlide10
Key Actions Making Initial Contact
Active Listening
Managing Verbal Resistance
Moving Beyond Words
Slide11
Golden Rule:Treat others asyou would like to be treated under the same circumstancesSlide12
To Implement the Golden Rule, we need to eliminate certain behaviors & language:PhysicalFacial Expressions
Attitude
Mannerism
Speech
Profanities
Tone and Volume
Verbal Parting ShotsSlide13
Initial ContactAn appropriate greeting-ask for their time
“May I speak with you?”
Explain
why you are initiating contact
“I want to talk to you about…”
If
they are doing something they
shouldn’t
be doing,
find out why
“You seem to be doing…., is there a reason why?”Slide14
Keys To Active ListeningBe open and UNBIASEDHear literally
Interpret accurately
Act appropriatelySlide15
Active Listening: LEAPSListen-Let them
finish their statement
Empathize-
See it from their point of view
Ask-
Clarify with questions
Paraphrase-
Tell them what you understand, repeat
LEAP
if necessary
Summarize-
Put all the info together in contextSlide16
GVCGenerate Voluntary Compliance when we have to…
Generate Voluntary
Cooperation
on a good day…
Generate Voluntary
Collaboration
on a great daySlide17
Words that Escalate:Calm down!What’s your problem?You people…
Come over here!
I’m not going to tell you again!
Because that is the rule!Slide18
Non-Escalation Phrases:May I talk with
you?
What can I do to help you?
May
I ask you…
Will
you assist me?
Will
you work with me?
Do
you have a question?Slide19
Anyone can talk someone into being ejected but it takes a professional to talk someone out of being ejectedSlide20
Non-escalation vs. De-escalation If we spend more time onnon-escalation,we won’t need to de-escalate.Slide21
GVC Example in ActionAsk – Requesting tone of voice
Set Context -- Tell them why, explain reason for contact
Give Options – Positive first then negative
Confirm – Is there anything that I can say… to get you to… I would like to think that…
Act – Disengage and/or escalateSlide22
Professional CivilityYou have to be nice …Until its time not to be nice … Then you have to be nice againSlide23
BenefitsReferee SafetyEnhanced ProfessionalismDecreased Customer Complaints
Decreased Vicarious Liability
Court Power (no one wants to be seated at the table labeled defendant)
Less Personal Stress
Increased MoraleSlide24
Use all of the InformationListen to what the person is saying,
watch what they are doing,
put everything in “context” of the
current situation
Otherwise, you may never see the argument or complaint comingSlide25
Empathic ListeningEmploy active listening skills to understand the situation from their point of viewAttempt
to learn what a person is thinking in order to generate
voluntary:
Compliance
Cooperation
CollaborationSlide26
GVC: 5 Step ConceptAskSet ContextGive Options
Confirm Noncompliance
Act – Disengage and/or EscalateSlide27
RespectProfessional
respect
is given
When you walk onto the field in uniform
Personal respect
is earned
Through actions, communication,
and professionalism
Expect the first, strive for the secondSlide28
Verbal Judo MaximsLet attitude drift … Focus on behaviorWe don’t need the last word, we have the last action
It’s not enough to BE good, you have to LOOK good & SOUND good, or it’s NO good
Never step on one’s personal face
The goal is to attain personal respect, not just professional
People are like steel - When they lose their temper they are useless!