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Confrontation
Campus Housing
University of Illinois at Chicago
Resident Assistant and Peer Mentor Online Training
What is Confrontation?
• Take a minute and think about confrontation:• what is it to you?
• What are all the parts of confrontation?
Pre-Confrontation Preparation
• What do you need (on a duty night)?• Duty Materials
• Duty Phone, Duty Binder, Paper, Pen, Duty Keys
• What do you wear?
• Close-toed shoes, comfortable clothes, slightly conservative, Campus Housing Polo, Name Badge
• How about a random confrontation?• Clothes, pen, paper
Confrontation Process
• AEIOU Process• Announce
• Explain
• Identify
• Observe
• Unload
Announce
• Who you are• LOUDLY
• Assertively as possible!
• What would you announce when you knock on a door?
Explain
• Why you are there• What brought you there.
• Let them know why you are knocking on their door, ie I was doing my round and heard bottles clanking, I understand that the owner of this room is under 21.
Identify
• All the people in the room
• Who do you already ‘know’ in the room?
• Get identification from those you don’t know.• What if people say they have no ID?
• All should have an ID, if they do not live in the building they had to use an ID to check in.
Observe
• Everything that’s going on!
• Pay special attention to:• Why are you there?
• What is (was) everyone doing?
• How is (was) everyone acting?
• Little details
Unload
• The information you’ve gathered!
• Type it into the form of an Incident Report (do on Microsoft Word first)• The IR form will do spellcheck
• Incident Reports muse be submitted right away, they will be checked along with the 8am duty log.
Body Positioning
• Where do I stand?
• Keep yourself square with the door.
• NEVER enter a room by yourself.
• NEVER enter a room without asking the residents if you MAY enter.
Non-Verbal Tactics
• Eye Contact• Make DIRECT eye contact when talking to
someone
• Scanning• Constantly (and subtly) scan the room when
you are not in eye contact mode.
DO NOT :
• Enter a room without permission.
• Touch a resident or his/her guest.
• Touch their things. (you may take things they’ve handed you such as an ID but not alcohol).
• Open their fridge without permission.
• Dispose of their liquor or not-permitted items. (They need to do this).
Verbal Tactics
• Be ASSERTIVELY Loud.• Do not AGGRESSIVELY Yell.
• Keep It Simple.• “I’m here to record what happened and enforce
policy”. No need for long explanations or arguments.
• Become a Broken Record.• Don’t argue – Continuously repeat what you need,
even if they are arguing or bargaining.
Verbal Tactics, Cont’d.
• Keep Things Moving Forward.• Don’t let residents sidetrack you.
• BE NICE• You should NEVER be rude. You are confronting
the policy violation, not the person.
• Always ASK for things.• “May I Come In”
• “Will You Open Your Fridge?”
What Will The Residents Be Like When I Confront?
• Typical Confrontation
• The Yeller
• The Philosopher
• The Crier
• The Bargainer
Typical Confrontation
• Residents will do as you ask.• May ask a few questions about the judicial
process.
• NEVER tell that what the outcome will be. You can explain the process.
• Refer them to the Policy Handbook.
Yellers
• Goal is to intimidate you as much as possible.• Harass constantly hoping you’ll change your mind.
• Nothing is sacred, they’ll harass you about anything and everything.
• TIP:• Let them be mad for awhile – within reason.
• Speak more quietly, they will want to hear what you say.
• Write down WORD FOR WORD everything they say. Put this in your IR.
• If they are out of hand, offer them Resident Director on Duty if they don’t want to cooperate.
Philosophers
• Will argue you until the bitter end• Often Junior Lawyers – goal is for you to
contradict yourself and to use this in his/her conduct meeting.• “It’s my Constitutional Right”
• “Why Do We Have That Policy?”
• TIP:• Be nice, be simple.
• Explain you enforce policies, and do not determine what will happen.
• If they CONTINUE to philosophize, they have a chance to discuss it with the resident director.
Criers
• May Just Be Scared• May say, “My Parents Are Going to Kill Me” or
“I’ve Never Gotten In Trouble Before”
• TIP:• You can be Firm AND Gentle.
• Remind them he/she will meet with the Resident Director or Student Conduct Board and will have the opportunity to share his/her side of the story.
• After the incident, if he/she still wants to talk, you can do so, away from the incident and the other residents.
• Remind them the violation will still be documented.
Bargainers
• Will try to tell you why they SHOULDN’T get in trouble.• May attempt to bribe you.
• TIP:• Use Broken Record Tactic.
• Tell them you’re just documenting the situation.
• Don’t get caught up in the bargaining
• Document the fact they’re trying to bargain with you.
What If I Need Back-Up?
• Use the duty phone to call another RA/PM for back-up.
• If beyond the scope of your control, call Resident Director on Duty for assistance, or advice.
Confiscating Illegal Items
• Departmentally we expect:• You confiscate anything illegal in room
• Store in designated area determined by Resident Director.
• After confrontation, escort Resident to designated area (Don’t Walk It Yourself).
• Alcohol
• After counting the alcohol, escort Resident to the bathroom or utility room to dispose of alcohol
• Drugs
• After counting the drugs, escort Resident to the bathroom or utility room to dispose of drugs
• If it looks like they could be dealing contact RD on Duty and University Police. More information regarding this will come during fall training.
Post-Confrontation
• Completing Rounds
• If confrontation happened DURING rounds, complete rounds, then write IR
• Writing the I.R.
• Write I.R. immediately. All Incident Reports must be submitted by 8am.
• You’ll remember details, will be more accurate.
• Venting
• Processing verbally ONLY Resident Director– NEVER discuss with residents.
Advice
• BE NICE!!!• Can be Assertive, Confront & Be Nice.
• Always Say Hello to People As You Pass Them in the Hallway.
• Plan Ahead• Don’t Plan on Homework That’s Due The Next Day!!!
• Duty Nights can be Eventful.
• Can Plan Programming on Duty Nights if RD permits.
• Should be Program You Can Leave.