4. Acknowledgements
• Dr. George Thompson President
• Mike Manley Vice President
• Lee Fjelstad Vice President
• Gary T. Klugiewicz PoliceOne / Vistelar
Group
• Tony Pinelle VDI Master Trainer
• Peter Harrell Jr. VDI Master Trainer
16. Verbal Judo Exposure
• Heard the term
• Attended a conference presentation
• Limited exposure in other classes
• Attended a short orientation session
• Took a one or two day class
• Attended an Instructor class
• Consider yourself an VJ Operator
17. Verbal Judo
Verbal Judo is a well established method of
providing people with Tactical Communication
skills.
Any situation has the potential for getting out of
hand. Knowing how to “redirect a person’s
behavior with words” is a person’s most
important communication tool for keeping
everyone safe.
20. Student Expectation
Guidelines
• Minimum of 90% Attendance with Make
Up
• Open Mind / Positive Attitude
• Compliance with Training Safety Rules
• Contact Instructor if Late / Absent
• Successful Completion of Practical
Exercises
• At least 80% on All Written Tests
• Complete and Turn In Final Evaluations
21. Student Expectation
Guidelines
• When we listen with the intent to teach,
we learn at a deeper level.
• When we teach, we gain new insight
and our learning expands,
Stephen Covey
22. Classroom
Management
• Instructor One Voice – Stop
Immediately
• Instructor Raised Hand – Finish your
sentence but not the paragraph
• Student “STOP” Notification Statement
–Use whenever you don’t understand
what is being said by the instructor
• Use of electronic equipment
23. How the Class will be
Taught
1. Demonstration
2. Explanation
3. Repetition
4. Simulation
28. Student Expectation
Guidelines
• When we listen with the intent to teach,
we learn at a deeper level.
• When we teach, we gain new insight
and our learning expands,
Stephen Covey
29. Learning Pyramid %
1. 5% Lecture
2. 10% Reading
3. 20% Audiovisual
4. 30% Demonstration
5. 50% Group Discussion
6. 75% Learning by Doing
7. 90% Teaching Others
Adapted from David Sousa, How the Brain Learns
by Cynthia Furse, University of Utah
30. Goals of the Course
• PERSONAL SAFETY
• Enhanced Professionalism
• Decreased Citizen Complaints
• Decreased Vicarious Liability
• Lessen Stress
• Court Power & Articulation
• Increased Staff Morale
31. Program Format
• Self – Assessment
• Professionalism
• Communication Theory
• Tactics
37. Five Universal Truths
1. All people want to be treated with dignity
and respect.
2. All people want to be asked rather than
being told to do something.
3. All people want to be told why they are
being asked to do something.
4. All people want to be to be given options
rather than threats.
5. All people want a second chance.
38. Five Universal Truths
1
DFPS Staff treat others:
5 1. ALWAYS TREAT OTHERS with dignity and
respect.
2. ASK THEM, don’t tell them to do something.
3. TELL THEM WHY they should do it.
4. GIVE OPTIONS, not threats.
5. GIVE THEM a second chance, if appropriate.
43. Good Decision Making?
• Why do you make such good decisions?
• Experience
• How do you get experience?
• Bad Decisions
44. Traits of a Professional
• High Visibility
• Quick Decisions
• Codified Body of Knowledge
• Continuous Training
• Adapt to Change
• Ethical Standard of Conduct
• Licensed; Badge A Symbol Of
50. Universal Greeting Script
8.1 Good Morning,
8.2 I’m Gary Klugiewicz, a consultant with Verbal Defense &
Influence.
8.3 The reason I am here this morning is to introduce my
partner Peter Harrell Jr. who is
He is currently a senior consultant for Verbal Defense & Influence
He is an actor with 40 years experience
Retired state employee
Father/Spouse
8.6 One of Peter’s expectations for the class is to have the
participants perform Tactical Communication Tactics with
people they interact with at work, their clients, as well as
their family, friends, and others.
51. Universal Greeting (a.)
• Morning Coffee
• 8.1. Good Morning, _____________
• (Use customer service representatives name, if
known)
• 8.2. My name is ________________. I am a
guest in Room 204.
• 8.3. The reason that I am contacting you is that
its 4AM and wanted to get a cup a coffee. I
noticed that there is no coffee machine in the
room.
• 8.4. Is there somewhere in the hotel where I can
get a cup of coffee?
52. Universal Greeting (b.)
• Information Gathering
• I am … (Title / Name) from the … (List your
agency).
• I am here to attend this Verbal Defense &
Influence Course. I have been asked to interview
you.
• May I ask you name, title, current assignment,
any personal information that you would like to
disclose, and one of your expectations for the
class?
53. Universal Greeting (c.)
• Partner Introduction to Class
• Good Morning…
• I am … (Title / Name) from the … (List your
agency).
• The reason I am here this morning is to
introduce … Introduce your partner with
name, rank, agency, position with other
background and personal information as noted.
• Explain one of your partner’s expectations for
the class
60. Our Service To The
Community
We Think For Others
As They Might Think For Themselves
48-72 Hours Later.
61. Professionalism Concept
Learn to stop
REACTING
and start
RESPONDING
to the ongoing situation.
62. Tactical Cognitive
Dissonance
TCD is a professional survival trait at
allows you to leave your Personal Value
System at home and utilize your
Professional Value System at work
creating an Alter Ego that will keep you
and others safe.
64. Maintaining Emotional
Equilibrium
MUSHIN is:
Professional Detachment
A Habit of Mind
One must remain Open , Flexible and
Unbiased.
65. Maintaining Emotional
Equilibrium
What is your public professional face?
• Affect
• Calm, Still Center
• Become an Chameleon
• You are what you look like
• You are what you sound like
68. Maintaining Emotional
Equilibrium
Chief Harry Dolan’s “Rule of 24”
• 24 hours
• 24 minutes
• 24 seconds
69. Maintaining Emotional
Equilibrium
A term used to mentally give you a tactical
mind set for the task at hand. A reminder to
use your professional face and words that will
generate voluntary compliance, cooperation
and collaboration.
70.
71.
72.
73.
74. ACTIVITY
Pick a different partner, and discuss what
methods you currently are using to keep
your “emotional equilibrium.” What are
some steps you could both use in the
future?
75. Know Your Weaknesses
Name It: “Mr. Better Than”
Define It: He Who . . .
Hot Buttons
or Challenges My Authority
Triggers
The Path To Strength Is Built On
Recognized Weaknesses.
76. ACTIVITY
Discuss with your partner two
“weaknesses” you are currently aware of.
Design a “trigger guard” for your
weaknesses.
78. It has been estimated that seventeen
persons are told about an negative
employee contact that is seen by
only one person.
How may people are told about an
event
witnessed by 100’s or 1000’s of
spectators?
79. The Contact Professional
• In Contact With Self
• In Contact With The Organization
• In Contact With The Subject.
86. Ethical Intervention Concept
ETHOS = “Self” Ethical intervention is "the
representative self acting to uphold the standard
of conduct expected by one's office.
Whenever our 'personal self' acts in
contradiction to our 'representative self' we
need another to act for us as we would act under
better conditions--hence "Ethical Intervention.”
In other words, Ethical Intervention is an act that
helps sustain our best Representational Power
under stress. It is, then, THE act of the Art of
Representation. Dr. George Thompson
87. Ethical Intervention Concept
You are the representative
• Isn’t it true that at the point of contact, a
single employee “represents” the whole
organization for better… or worse?
• What kind of representative are you?
90. Ethical Intervention Concept
There are no longer any
innocent professional bystanders.
• Assist your fellow staff members
• Fix something if it’s going wrong
• Stop something that’s wrong
• But no matter what, you need to write a
report that explains what you observed.
93. Ethical Intervention Concept
1. Protection from a Sudden Assault
2. Protection from Poor Tactics: Staff
Safety Violations
3. Protection from Policy Violations
4. Protection from Out of Control
Behavior
96. Verbal Intervention
• Simply talk to your partner
• “Showtime”
• “Be Careful Partner”
• “Knock It Off”
• Investigator Tap Out
• Call for Assistance
97. Chief Dolan’s “Knock It Off”
• Previous generations of employees in the
workplace simply did what they were asked to
do with little debate. Many younger employees
have been raised demanding to know “why”.
So tell them “why” and see how quickly they
come on board.
• Most importantly, when their actions or
comments are inconsistent with your
organizations mission, tell them to “Knock It
Off”.
114. Be Alert & Decisive
• Remain Alert
• Be Decisive
• Have a preplanned, practiced response
in mind
115. L.E.A.P.S. Concept
• You must be Unbiased, Flexible, and
Open
• Hear Literally
• Interpret Accurately
• Act Appropriately
116. The Great Equalizer
If you don’t listen to what the person is
saying, watch what they are doing, and put
everything in “context” of the current
situation and the distance you are from the
person, you will never see the argument,
complaint and/or assault coming.
117. Listening Components
• Words
• Tone of Voice
• Facial Expressions
• Body Language
• Context of the Situation
• Distance / Positioning
118. L.E.A.P.S. Concept
Empathize
• To See Through The Others Eyes
• Construct A Verbal Means To Relate To
The Subject
• You Do Not Have To Agree… Simply
Understand The Others Perspective.
120. L.E.A.P.S. Concept
Listening & Empathizing
• Listening gives you intel on where the
subject is today.
• Empathizing gives you intel on where the
subject has been in the past.
• Combining knowing where the subject is
today and has been in the past gives you
the best predictor of where the subject is
going to go in the near future.
121. ACTIVITY
Discuss with your group a time when you
could have used empathy but didn’t. What
was the result? How does one attain
empathy?
127. L.E.A.P.S. Concept
“Sword of Interruption Technique”
Say … “Excuse me, let me see,
you seem to be (feeling/emotion)
_______________ because of
(content/reason)
________________.”
130. L.E.A.P.S. Concept
• Anti – Peace Phrases
• Calm Down!
• What’s Your Problem?
• You People…
• Come Over Here!
• I’m not going to tell you again…
• Because these are the rules!
132. ACTIVITY
Teach the concept of LEAPS to a group of three.
Each person will take a turn. Discuss with your
triad, which LEAPS concepts you are currently
using. Which ones do you need work on.
136. Art of Mediation
People in crisis are often under the
influences of:
• Rage
• Anger
• FEAR
• Frustration
• The Unknown
• They are “trapped” in a box…We must
open the box with options.
148. Communication Theory
Content
Credibility = Credo
Belief
Power & Influence
History
149. Communication Theory
VOICE
• 33 – 40%
• How you Say it
If there is a contradiction between
“Content” and “Voice”, which should you believe?
150. Communication Theory
VOICE
• Tone = Attitude
• Pace = Speed
• Pitch = High/Soft
• Modulation = Ebb & Flow
The Voice is a window of a person’s intentions.
193. Tactics
Anatomy of a Verbal Assault
1. What are the reasons for verbal
assaults?
2. How do you control your
personal/professional face?
3. In the past, how have you handled
verbal assaults? At work? At Home?
194. Tactics
• Types of Verbal Assaults
• Authority
• Profanity
• Personal Threats
• Family Safety
• Other Staff
195. Tactics
• Types of Verbal Assaults
• Physical Features
• Age/Sex/Sexuality
• Skill/Competence
• Education
• Economic Status
199. Tactics
• Funny Word Blocks (Quick,
Appropriate, no Counter Punch)
• Serious Word Blocks
• Polite Threat Word Blocks
• Mobilizing the Audience Word Blocks
• Sudden Assault (Time Out) Word
Blocks
201. Tactics
Combination Deflectors
• I hear what you’re saying, and I got
that, however…
• I hear that, and I’m listening, but…
• You seem upset, and I’m sorry you
feel that way, however…
202. Tactics
EXAMPLE
Comment:
“Why are you at my house again, I get tired
of ya’ll coming here. Don’t you have
anything better to do than bother us?”
Response:
“ I can see you are upset, I’m here again to
get some information we need to be able to
assist your family.”
203. ACTIVITY
Your team will create two real life
scenarios from your work experience and
use deflectors to handle verbal abuse.
224. Five Universal Truths
1
DFPS Staff treat others:
5 1. ALWAYS TREAT OTHERS with dignity and
respect.
2. ASK THEM, don’t tell them to do something.
3. TELL THEM WHY they should do it.
4. GIVE OPTIONS, not threats.
5. GIVE THEM a second chance, if appropriate.
236. Improving Future Performance
• Are you OK? Wellness Check
• How do you think you did? What
happened?
• Positive comment, if possible
• What would you do different next time?
• Instructor, role player, and/or peer jury
comments
• Instructor Summation
237. Improving Future Performance
• Always Keep Professional Face
• Always Treat Others As You Would Want
To Be Treated . . . Under Identical
Circumstances
• Never Inflate People With Adrenaline
• Flexibility Is Strength - Rigidity Weakness
• Redirect Rather Than Resist.
238. Improving Future Performance
• 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!
• People are Like Steel - When We Lose Our
Temper We Are Useless!
Say: “These are the concepts embedded in our Matrix…
Read slide… Explain concept
Say: “Lets take a snapshot of where we are in our lives”
Say “What are these?’”Response: Brands, Logos, Companies etc.“We believe that your last name is YOUR brand”“So, lets see how that brand is represented.”
Say:“In a moment or two you will share two questions with a partner. Who are you, and what would you like to change about the way you communicate.”Say: “I’m pretty sure most of us did not awaken today and say, ‘Who am I”, so let me offer some help…”
Say: “This is a list of attributes or principles that many people use in order to describe themselves.” Pick three that you feel you exemplify, at this moment.”Say: “Now take five minutes and share w/partner those two questions. It may be difficult to have this discussion without mentioning ‘what we do’…”
Say: “What is professionalism? How many of you took a course in college called ‘Professionalism’?a ”Say: “What does it mean to be professional? How do you become professional?Responses: Various
Say: “On the count of three, say the word Showtime with me… 1-2-3 SHOWTIME!”Say: Read slide definition…Say: “When are other good times to say this term? At home…in the community etc.”
Say: “The ShowTime mindset helps us focus on the task at hand, avoiding distractions that deal with moods, feelings, and circumstances. We are ready to generate the 3 C’s in the most effective way”.