VISITOR TRAINING

MATT JOYCE

HOUSEKEEPING

• TIMINGS

• BREAKS

• TOILETS

• MOBILE PHONES

• EMERGENCY EXITS AND FIRE PROCEDURE.

GROUND RULES

• CONFIDENTIALITY

• CHALLENGE VIEWS, NOT THOSE EXPRESSING THEM

• RESPECT ALL PARTICIPANTS AND THEIR NEEDS

• ONE VOICE AT A TIME

• TIME KEEPING.

SESSION OUTCOMES

• SITUATIONS WHEN CONFLICT MAY ARISE AND THE MOST COMMON CAUSES OF CONFLICT BETWEEN INDIVIDUALS

• WHAT TO DO IN CONFRONTATIONAL SITUATIONS

• BODY LANGUAGE, VERBAL AND NON-VERBAL COMMUNICATION

• PROTECTING YOUR PERSONAL SAFETY

• HOW AND WHEN TO END AN INTERVIEW/VISIT..

SESSION OUTCOMES

• HOW TO INTERVIEW CUSTOMERS IN ORDER TO GAIN THE RELEVANT INFORMATION WHILST MAINTAINING A POSITIVE RELATIONSHIP

• HOW TO ASK APPROPRIATE QUESTIONS, IN WHICH SITUATIONS

• EFFECTIVE LISTENING AND OBSERVATIONAL SKILLS

• THE IMPORTANCE OF OBJECTIVITY, PATIENCE, ATTENTIVENESS AND RESPONSIVENESS..

SESSION OUTCOMES

• IDENTIFYING THE MAIN ISSUES, REJECTING IRRELEVANCIES AND RECOGNISING ASSUMPTIONS, PREJUDICES, BIAS AND OTHER FACTORS OF INFLUENCE

• THE USE OF JARGON

• THE IMPORTANCE OF NOT MAKING ASSUMPTIONS ABOUT WHAT CUSTOMERS KNOW AND DON’T KNOW CONCERNING COUNCIL PROCEDURES.

INTRODUCTIONS…YOUR NAME AND ROLE

WHAT TYPES OF ACTIVITIES YOUR ROLE INVOLVES

WHAT YOU’RE MOST LOOKING FORWARD TO LEARNING.

THE SIX PRINCIPLES OF

BEHAVIOURWHY WE DO WHAT WE DO

THE COMMUNICATION PROCESS

THE ELEMENTS OF COMMUNICATION

• CONTENT (7-10%)

• THE WORDS THAT YOU USE

• AS SOON AS YOU MAKE A CONTENT ERROR YOU LOSE INFLUENCE

• VOICE (33-40%)

• TONE: ATTITUDE

• PITCH: UP AND DOWN

• PACE: FAST AND SLOW

• MODULATION: RHYTHM..

THE ELEMENTS OF COMMUNICATION

• NON-VERBAL (50-60%)• BODY LANGUAGE

• GESTURES

• STANCE

• MOVEMENT

• PROXEMICS• PERSONAL SPACE 1-3’

• SOCIAL SPACE 3-5’

• PUBLIC SPACE 5’+.

FILTERS AND NOISE

I I

NOISE

//// ////

What You Think

What You Say

What You Think

Filters

What You Hear

Filters

• MENTAL HEALTH

• MENTAL CAPACITY

• ALCOHOL / DRUGS

• ANGER

• FEAR

• PREJUDICE

• TIREDNESS.

KEY PRINCIPLES

• NEVER DISAGREE

• AGREEMENT IS THE BUILDING BLOCK FOR CO-OPERATION

• PEOPLE WANT TO BE LISTENED TO

• PEOPLE WANT TO BE UNDERSTOOD

• EGO IS THE BIGGEST PROBLEM

• MAKE THE PROBLEM CENTRAL.

DIFFUSING CONFLICT THROUGH CONVERSATION

• TACTICAL LANGUAGE - WORDS CHOSEN TO ACHIEVE A GOAL

• ‘PERFORMING’ LANGUAGE

• YOU BECOME WHO YOU NEED TO BE..

DIFFUSING CONFLICT THROUGH CONVERSATION

• STAY IN CONTACT

• NEVER GET UPSET – JUST GET MORE POLITE

• TACTICAL CIVILITY

• TONE = ATTITUDE DISPLAYED

• DO NOT INSULT, UNDERMINE, DISRESPECT OR BELITTLE PEOPLE

• NO BIAS

• DON’T GET SUCKED IN BY THE OTHER PERSONS DYNAMIC.

DEFECTORSTACTICAL LANGUAGE, DEFLECT AND MOVE

• I APPRECIATE THAT

• I UNDERSTAND THAT

• I CAN SEE YOUR POINT OF VIEW

• TACTICAL LANGUAGE IS GOAL-CENTRED

• SPEAK TO THE POINT.

LIES AND DECEPTION

DECEIVE…

• TO CAUSE TO BELIEVE WHAT IS NOT TRUE; MISLEAD

• SYNONYMS: BETRAY, MISLEAD, BEGUILE, DELUDE, DUPE, HOODWINK, BAMBOOZLE, DOUBLE-CROSS

• DECEPTION INVOLVES THE DELIBERATE DISTORTION OF THE TRUTH.

LIES AND HONESTY

• WE MISS ABOUT 50% OF THE LIES WE ARE TOLD

• MOST PEOPLE TELL AN AVERAGE OF 15-25 LIES PER DAY

• WHAT WOULD HAPPEN IF EVERYONE STOPPED LYING?.

WHY DO MOST PEOPLE PERFORM POORLY?

• WE DON’T LISTEN ENOUGH• IN ONE STUDY INTERVIEWERS INTERRUPTED THE

SUBJECT AN AVERAGE OF ONCE EVERY SEVEN SECONDS

• WE LOOK FOR THE INCORRECT OR UNRELIABLE SIGNS• MOST VERBAL AND NON-VERBAL SIGNS ARE MISLEADING

OR UNRELIABLE

• PRECONCEPTIONS• WE’VE ALREADY MADE OUR MIND UP ABOUT A PERSON.

DECEPTION CUE MYTHS• EYE CONTACT

• LOOKING UP/TO LEFT OR UP/TO RIGHT

• FIDGETING

• GROOMING

• SWEATING

• STAMMERING

• STUTTERING..

DECEPTION CUE MYTHS• SMILING

• CRYING

• PAUSING

• RELIGIOUS REMARKS – WITH GOD AS MY WITNESS!

• THE SUBJECT HAS GIVEN TOO MUCH DETAIL

• CROSSING ARMS/LEGS.

THE SOLUTION

• NARRATIVE-BASED INTERVIEWING

• LOOKING FOR THE RIGHT CUES

• LEAVING OUR PRECONCEPTIONS, OUR ‘BAGGAGE’ BEHIND.

VERBAL DECEPTION CUES•STALLING• RE-PHRASING QUESTION

• REPEATING QUESTION

• LAUGHING BEFORE REPLYING

•COGNITIVE DISSONANCE..

VERBAL DECEPTION CUES•MULTIPLE NO’S

• BLOCKING STATEMENTS – WHY WOULD I LIE?

•DISQUALIFIERS• MOST OF THE TIME…

• HARDLY EVER…

• BASICALLY…

• LONG, MEANDERING RESPONSES

VERBAL DECEPTION CUES• BRIDGING PHRASES• FOR A WHILE…

• ALL OF A SUDDEN…

• BEFORE I KNEW IT…

• DISPLACEMENT• ANYONE COULD KNOW…

• EVERYONE IN THE HOUSE… .

ASKING QUESTIONS

TYPES OF QUESTIONS

1. OPEN-ENDED; EXTENDED ANSWERS, MORE DETAILS

2. CLOSED-ENDED; USEFUL FOR VERIFYING INFORMATION

3. CONNECTING; TO CONNECT DETAILS AND EVENTS

4. TAG; TO GAIN AGREEMENT FROM THE INTERVIEWEE

5. CLARIFYING; ENCOURAGE THE INTERVIEWEE TO EXPAND

6. FORCED-CHOICE; REQUIRES SELECTING FROM SET OPTIONS

7. CONTROL; TO EVALUATE THE INTERVIEWEE’S TRUTHFULNESS

8. ATTITUDE STATEMENTS; TO AFFECT THE INTERVIEWEE’S EMOTIONS.

QUESTIONING – POINTS TO REMEMBER

• THE POWER OF SILENCE; TRY NOT TO ASK TOO MANY QUESTIONS, GIVE THE INTERVIEWEE TIME TO EXPAND THEIR ANSWERS

• ‘LEADING’ QUESTIONS; SOME QUESTIONS I.E. FORCED CHOICE CAN BE VIEWED AS LEADING THE INTERVIEWEE

• VARIATION; TRY TO USE DIFFERENT TYPES OF QUESTIONS IN ORDER TO FOCUS THE INTERVIEW ON THE POINTS YOU WISH TO BE CLARIFIED.

RESOLUTION

•TRY TO CLEAR-UP THE INCONSISTENCIES

•HOW MUCH EVIDENCE DO YOU NEED?

•WHAT HAPPENS NEXT?.

RECORDING

WE MUST BE OBJECTIVE

OBJECTIVE:

NOT INFLUENCED BY PERSONAL FEELINGS,INTERPRETATIONS OR PREJUDICE

BASE OUR CONCLUSIONS ON FACTS.

DIFFERENCE BETWEEN FACT AND OPINION

A FACT IS SOMETHING THAT IS TRUE AND

CAN BE PROVEN

AN OPINION IS ONLY A BELIEF, IT MAY BE TRUE BUT IS NOT SUPPORTED BY EVIDENCE

EFFECTIVE RECORDING• ASK YOURSELF THESE QUESTIONS ABOUT ANY PIECE OF

INFORMATION BEFORE YOU MAKE THE RECORD:

• WILL IT IMPROVE THE QUALITY OF SERVICE PROVIDED?

• IS IT RELEVANT TO THIS PARTICULAR RECORD?

• IS THE INFORMATION FACTUALLY ACCURATE?

• IS IT AN OPINION?

• IS IT ALREADY HELD ELSEWHERE?

• IS IT APPROPRIATE FOR WHO WILL READ IT?.

LANGUAGE•WORDS HAVE THE POWER TO SHAPE OUR THOUGHTS AND ATTITUDES

• TRY TO BECOME AWARE OF THE IMAGES, FEELINGS AND ATTITUDES YOU CONVEY WITH WORDS

• TRY TO USE ACCURATE, POSITIVE LANGUAGE

•DISCARD NEGATIVE LABELS.

DE-ESCALATION AND MAINTAINING

PERSONAL SAFETY

THE CAUSES OF CONFLICT

1. CONFLICTING RESOURCES

2. CONFLICTING STYLES

3. CONFLICTING PERCEPTIONS

4. CONFLICTING GOALS

5. CONFLICTING PRESSURES

6. CONFLICTING ROLES

7. DIFFERENT PERSONAL VALUES

8. UNPREDICTABLE POLICIES.

THE SIX SOURCES OF NEGOTIATION POWER

• LEGITIMATE POWER - POWER FROM ONE’S ORGANISATIONAL ROLE OR POSITION

• REWARD POWER - THE ABILITY TO GRANT A REWARD

• COERCIVE POWER - THE ABILITY TO TAKE SOMETHING AWAY OR PUNISH SOMEONE

• EXPERT POWER - FROM KNOWLEDGE AND SKILLS

• INFORMATION POWER - FROM THE ABILITY TO ACCESS TO SPECIFIC INFORMATION

• REFERENT POWER - FROM THE PERSONAL CHARACTERISTICS OF THE PERSON SUCH AS THE DEGREE TO WHICH WE LIKE, RESPECT, AND WANT TO BE LIKE THEM.

SOURCES OF INDIVIDUAL STRESS

• RELATIONSHIPS - SOCIAL LIFE, FRIENDSHIPS, DIVORCE• SELF IMAGE ISSUES• LIFE CIRCUMSTANCES - UNEMPLOYMENT• DRUG OR ALCOHOL ABUSE, LEGAL ISSUES• WORK STRESS• PHYSICAL HEALTH• MENTAL FUNCTIONING• EMOTIONAL HEALTH.

POSSIBLE CAUSES OF ‘CHALLENGING’

• FRUSTRATION OR ANGER REACTION OVER DESIRES OR NEEDS NOT BEING MET

• RETRIBUTION DIRECTED TOWARDS INDIVIDUAL, STAFF OR INSTITUTION

• LOSS OF CONTROL (MEDICAL ISSUE, INSUFFICIENT COPING SKILLS, SOCIAL CONDITIONING)

• MISPLACED AGGRESSION

• LOW TOLERANCE FOR BOREDOM, NO PATIENCE

• STRESSED, RUSHED, CONFUSION,

• BIO-PHYSIOLOGICAL REASONS- MEDICATION, HORMONAL CHANGES, PHYSICAL CONDITIONS, PAIN.

• BEING AWARE OF PRECIPITATING FACTORS CAN STRONGLY INFLUENCE THE SUCCESSFUL OUTCOME OF AN INTERACTION WITH AN ESCALATED INDIVIDUAL

• ALTHOUGH YOU DON’T HAVE CONTROL OVER ANOTHER'S PRECIPITATING FACTORS, YOU CAN OVER YOUR OWN

• CONTRIBUTORS CAN BE HUNGER, LACK OF SLEEP, WEATHER, STAFF CHANGES, HOLIDAYS, EMOTIONAL STATE.

PRECIPITATING FACTORS

WHAT ARE THE WAYS A PERSON CAN CHALLENGE?

• VERBALLY - REFUSING, DEFIANCE, ANGER, VERBAL AGGRESSION

• PHYSICALLY- STRIKING, DESTROYING PROPERTY, BITING

MANY OF THE PROBLEMS THAT RESULT IN A PHYSICAL OUTCOME COULD HAVE BEEN MAINTAINED IN THE

VERBAL REALM.

TWO TYPES OF AGGRESSIVE PERSON

• INTENTIONAL DELIBERATE, MOTIVATED, GOAL DIRECTED, FOR STATUS, REVENGE, DISRUPTION, ETC.

•REACTIONARY

• NOT DELIBERATE OR PRE-PLANNED.

EXAMPLES OF THE INTENTIONAL• THE INDIVIDUAL WHO BECOMES ARGUMENTATIVE AS A WAY OF GETTING PEOPLE TO GIVE IN

• INDIVIDUAL WHO DISPLAYS AGGRESSION DUE TO BEING DISRESPECTED OR “BRUSHED OFF”

• INDIVIDUAL WHO FEELS THEIR “RIGHTS” HAVE BEEN VIOLATED IN SOME WAY

• INDIVIDUAL WHO FEELS THEY HAVE A REASON FOR RETRIBUTION, REVENGE OR TO SETTLE THE SCORE..

HOW TO HANDLE THE INTENTIONAL

• VERBAL DE-ESCALATION, THE PERSON USUALLY RETAINS THE ABILITY TO THINK, REASON, WEIGH CONSEQUENCES AT LEAST TO SOME DEGREE

• REMAIN IN CONTROL, BUT BE ASSERTIVE, IT MAY BE NECESSARY TO SLIGHTLY “HEIGHTEN” YOUR EMOTIONAL STATE- NOT TO ARGUE..

HOW TO HANDLE THE INTENTIONAL

• FORCED CHOICES, TO ALLOW A CONVERSATION, THE FIRST CHOICE POSITIVE, THE SECOND WITH A CONSEQUENCE.

• “WE CAN SIT DOWN AND SEE WHAT WE CAN DO, OR IF YOU CHOOSE TO CONTINUE TO (SHOUT, SWEAR) I WILL HAVE TO LEAVE”..

HOW TO HANDLE THE INTENTIONAL

• OFTEN TIMES THE “CHALLENGING” INDIVIDUAL SIMPLY WANTS TO BE HEARD. OTHER TIMES, THEY REQUIRE SOME KIND OF ACTION TO BE SATISFIED.

• DON’T OPERATE ON A “MUST WIN THE BATTLE” OR YOU WILL LIKELY LOSE

• FINDING SOME ACCOMMODATION OR MIDDLE GROUND WILL HELP DEFUSE THE SITUATION QUICKER THAN, “SORRY THAT’S AGAINST POLICY” ATTITUDE.

HOW TO HANDLE THE REACTIONARY

• REMOVE STIMULUS AND AUDIENCE IF POSSIBLE

• ALLOW FOR THE SITUATION TO PLAY OUT, ENSURE INDIVIDUALS SAFETY

• ONCE VENTING HAS STARTED LET IT HAPPEN

• WAIT FOR TENSION REDUCTION, ASK IF THEY WOULD LIKE TO DRINK SOME WATER OR GET A TISSUE.

WHEN IN A CRISIS, THE INDIVIDUAL TENDS TO FEEL NO ONE UNDERSTANDS THEIR CONCERNS.

WOULD THE FOLLOWING STATEMENTS HELP?

“I UNDERSTAND”

“YOU NEED TO CALM DOWN, YOU SHOULDN’T LET THIS GET YOU SO UPSET”

“I’D BE UPSET TOO, I CAN SEE WHY THIS IS FRUSTRATING”.

RAPPORT

WHEN CONFRONTED WITH NON-COMPLIANT BEHAVIOUR

• DON’T LOSE SIGHT OF YOUR GOAL

• REMEMBER THAT THE ONLY BEHAVIOUR YOU CAN DIRECTLY CONTROL IS YOUR OWN

• STOP THINKING IN TERMS OF “GIVING IN” OR SHOWING WHO IS BOSS

• LOOK FOR WAYS AROUND THE HURDLE THAT THE INDIVIDUALS BEHAVIOR IS CAUSING

• DON’T GET TRAPPED IN A POWER STRUGGLE WITH THE INDIVIDUAL.

ADDRESSING THE CRISIS LEVEL APPROPRIATELY

• A NOTICEABLE CHANGE IN MOOD, BEHAVIOR

• VERBAL DEFIANCE, BELLIGERENT, SHOUTING

• PHYSICAL

• REDUCTION IN PHYSICAL AND EMOTIONAL ENERGY CALMING DOWN

• BE SUPPORTIVE, NON-JUDGEMENTAL TALK

• BE DIRECTIVE, CONTROL BY SETTING LIMITS

• ENSURE SAFETY OF ALL

• RE-ESTABLISH COMMUNICATION.

BE AWARE OF BODY LANGUAGE

• POSTURE, ARMS CROSSED, STANCE, SWAYING, EYE CONTACT, HAND GESTURES, FACIAL EXPRESSIONS, SPEED OF APPROACH- ALL CARRY A MESSAGE

• READING BODY LANGUAGE IS A TWO WAY STREET, MAKE SURE YOUR BODY IS CONVEYING THE INFORMATION (TONE, MOOD) THAT YOU WANT IT TO.

SUPPORTIVE STANCE

• REMAIN A BIT MORE THAN “ONE LEG LENGTH” (OF THEIRS) AWAY

• STAND SIDEWAYS, DON’T SQUARE OFF SHOULDERS

• TILT HEAD SLIGHTLY TO THE LEFT OR RIGHT, SIGNIFIES CONCERN AND ATTEMPT AT UNDERSTANDING.

KEYS TO SETTING LIMITS

• SIMPLE DIRECTIVES 2 CHOICES• 1 POSITIVE, 1 LESS POSITIVE

• REASONABLE WITHIN INDIVIDUAL’S ABILITY

• ENFORCEABLE, DON’T USE A CONSEQUENCE THAT YOU CAN’T FOLLOW THROUGH WITH.

INTIMIDATION AND THREATS

• THREATS NEED TO BE TAKEN SERIOUSLY, NO MATTER WHAT THE INDIVIDUAL’S MENTAL STATE

• RECORD WHAT WAS SAID

• INFORM YOUR LINE MANAGER

• REMEMBER, MOST THREATS OCCUR IN THE “HEAT OF CONFLICT”.

• “NEXT TIME YOU FEEL THAT…, I’D LIKE YOU TO CONTACT ME”

• “WHILE WE CAN’T GO BACK AND UNDO IT, WE CAN TRY TO ENSURE THAT… DOESN’T HAPPEN AGAIN”

• DON’T SAY “IF YOU WOULD HAVE ONLY …” THIS TELLS THEM THAT IT WAS ALL THEIR FAULT, IT WON’T HELP THE CURRENT SITUATION.

EXPLORING POSSIBILITIES AND OPTIONS

IN SUMMARY- ASK YOURSELF

• WHAT WAS MY ORIGINAL GOAL?• WHAT MIGHT BE THE INDIVIDUAL’S MOTIVATION FOR THE BEHAVIOUR?• WILL TRADITIONAL INTERVENTIONS (CONSEQUENCES OR PUNISHMENTS) WORK OR WILL THEY MAKE THE SITUATION WORSE?• WHAT CAN I DO TO ADJUST MY BEHAVIOR RIGHT NOW TO MEET MY ORIGINAL GOAL? (OFFER HELP, INVOLVE THE INDIVIDUAL)• WHAT TYPE OF FOLLOW UP IS NEEDED?..

• DON’T TAKE THINGS PERSONAL, IT IS LIKELY THE INDIVIDUAL IS VENTING TO YOU AS A REPRESENTATIVE OF WHAT THEY ARE FRUSTRATED WITH.

• DON’T HOLD GRUDGES, OR YOU WILL BE INEFFECTIVE WITH THAT INDIVIDUAL

• DISAPPROVE OF THEIR BEHAVIOUR NOT THE ACTUAL PERSON.

REMEMBER…

THANKS!

MATT JOYCE

VISITOR TRAINING

22ND JULY 2015