Tactical Communications - PowerPoint Presentation

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Tactical CommunicationsFor Retail Security

Presented By: Darcy Pennock, B.A. (Criminology)Director, Verbal Judo CanadaCopyright 2014George Thompson, Ph.D.All Rights ReservedSlide2

VERBAL

JUDO overviewG.V.C.

ACT!

c

S.A.F.E.R

INTERVENTION OPTIONS

8 STEP

5 STEP

ART OF REPRESENTATION

PACE

DEFLECTORS

ART OF MEDIATION

ART OF TRANSLATION

ART OF PARAHRASE

5 UNIVERSAL TRUTHS

3 KINDS OF PEOPLE

ERPP

STREET TRUTH #1

STREET TRUTH #2

STREET TRUTH #3

PROFESSIONAL FACE

PRECLUSION

IMMINENT JEOPARDY

PERSONAL FACE

S.A.F.E.R

LEAPS

Yes

No

GENERATE VOLUNTARY COMPLICANCE

Resistance

Compliance

EXCESSIVE REPITITION

WORDS HAVE DEMONSTRATIVELY FAILED

©2014 Verbal Judo CanadaSlide3

©2014 Verbal Judo CanadaThe Rules of Engagement Quality Contact for those under the influence:We think for others as they would likely think for themselves in 12-24 hrsWe leave people better than when we found them at their worst (Closure Principle)

People rarely if ever say what they mean!AngerStressFrustrationC

Fear

Active

Mental Illness

Alcohol

Drugs

Jealousy

Embarrassment

Anything else that negatively affects their ability to think and act!

MeaningsSlide4

©2013 Verbal Judo CanadaThe Times They Are A Changing…We need to stop reacting to threats and start responding to the ongoing situation.ReactRespond

‘Re-answer’ ionsreLose controlMaintain controlSlide5

And Changing…Our enforcement response will no longer be viewed as a photograph. It is now viewed as a full length feature film.©2014 Verbal Judo CanadaBME

BEGINNINGMIDDLEENDTotality of the circumstance!Likely recorded on cell phones for all to see and judgeSlide6

And Changing…More and more the justification for our enforcement response will be based on the verbal component – not merely in the physical aspect of our force response.©2014 Verbal Judo CanadaImminent Jeopardy(A.I.M.)OR

PreclusionSection 25 C.C.Articulate ‘reasonableness’“Words failed & I can prove it.”Slide7

©2014 Verbal Judo CanadaThe 5 Times When Words Fail - of People or Property Under Your Control - Physical, Violation of the P.D.Z., By Word -Under Lawful Arrest

or Concern for Your Safety -Depending on Context (1-3 x’s) -When Confronted By a Higher Priority Security Attack Flight/FearExcessive RepetitionRevised Priorities Slide8

P.A.C.E.Problem – There are always two problems – the way you see it and the way the other person sees it.Audience – We constitute people as if they are audiences – knowing that we can make them better or worse depending on our performance. Constraints – There will always be something that makes the situation difficult – the answer to most problems lies in the major constraint!Ethical Presence – Before you engage, ensure that you delivery style reflects the role you are required to perform.©2014 Verbal Judo CanadaSlide9

©2014 Verbal Judo CanadaIntervention Options

Professional Presence* Dress and deportmentVerbalization Voice and words harmonizePhysical ControlIntermediate WeaponsLethal Force*Command Presence

‘Credos’

Belief

‘Good tacticians always fight with the advantage’

George Thompson

ACT!Slide10

The Goal of Retail Security Generate Compliance©2014 Verbal Judo Canada____________________________________

__________________Voluntary“Forget about likes and dislikes. They are of no consequence. Just do what must be done. This may not be happiness, but it is greatness.” George Bernard ShawCollaborationCooperationSlide11

5 Universal TruthsAll people want to be treated with dignity and respectUnder the Context of S.A.F.E.R.All people want to be asked rather than being told to do somethingAll people want to be told why they are being asked to do somethingAll people want to be given options rather than threats, and,All people want a second chance ©2014 Verbal Judo Canada11Slide12

The Anatomy of a Verbal AssaultAuthorityProfanityThreatsFamilyOther StaffPhysical FeaturesAge©2014 Verbal Judo CanadaSex/SexualitySkill/CompetenceEducationEconomic StatusReligion

EthicsEtc.The More Focused the Assault, the More Powerful the Assault“The path to strength is built upon recognized weaknesses.”Slide13

Serious Word Blocks“I believe that, and I can see your upset, however . . .”“You’re not the first person to say that, in fact, we hear that quite often, however . . .”“I hear that, and I want to help, however …”“I appreciate that, and in your position I might feel the same way…”“I understand that,“I got that,“I can see that,©2014 Verbal Judo Canada13

DeflectorPeace PhraseConnectorSlide14

Reasons to Use DeflectorsIt Makes You Feel Good!*Springboard-Focus Technique©2014 Verbal Judo CanadaCHoweverProblem

Professional Language“I hear that…”Generate Voluntary ComplianceSlide15

The Traditional ‘3 Step’©2014 Verbal Judo CanadaTell ThemThreaten ThemOver React!Slide16

Formal GreetingIdentify Self and DepartmentRea/son for the contactJustification?RequestAdditional Information ORDecision/Summarize

Close SaferFearlessnessPause – pattern interrupt“Is there any justified reason?” Persuade (2-5)“Thank you for your cooperation”The Tactical 8 Step

1

©2014 Verbal Judo Canada

“Good morning/afternoon/evening”

“Could you tell me in your own words…”

Personalize

Action or Information

Personalize

(Insert Resistance Here!)

Forecast -

SET the

R.A.M.Slide17

5.1 ASK*EthicalProfessional PresenceVerbalizationCredos - Belief

0/10WHY?5.2 SET CONTEXTRationalFacts/Data

7/10

5.3 PRESENT

OPTIONS

Personal

9/10

5.4 CONFIRM

Practical

<

=

>

5.5

ACT!

*Command Presence

5 Step

‘Hard Style’

©

2014

Verbal Judo Canada

Lock Down

GoodSlide18

©2014 Verbal Judo CanadaThank You!

Retail SecurityContactPersonal FacePersonal FaceCONFLICT

Professional Face

Personal

Face

Win

Win

“To win 100 victories in 100 battles is not the highest skill. To subdue the enemy without fighting is the highest skill.”

Sun Tzu