APPENDIX D CUSTOMER SERVICE AND DEESCALATION TECHNIQUES Think

Think Like A “Customer” Your needs are important to us. P L E H

How would you define a safe space? This is what we must create and

Mock Session # 1 Angry Confused Vehicle Operator Inquisitive Fare Evader Disabled

What is De-Escalation? -The Dictionary Definition- Reduction of the intensity of a conflict or

The 5 Tenets to De-Escalation 1. Get YOURSELF out of the way. 2. Allow

The PIVOT This is where the MAGIC happens.

A snap-shot of the technique https: //www. youtube. com/watch? v=4 qsf. BCatg. X 8

Mock Session # 2 Angry Confused Vehicle Operator Inquisitive Fare Evader Disabled

SUMMARY • Creating and maintaining a safe space is our individual responsibility. • Beyond

SUMMARY • The 5 Tenets to de-escalation are designed to allow the customer to

EVALUATION Q. Who is responsible for creating and maintaining a safe space? _________________

EVALUATION Q. Which is NOT one of the 5 Tenets to de-escalation? A. Allow

EVALUATION Q. Allowing for a safe, secure environment starts with paying close attention to

EVALUATION Q. Regardless of the level that someone approaches you, within the emotional display

EVALUATION Q. At what point does the MAGIC happen. __________________

Slides: 18

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APPENDIX D CUSTOMER SERVICE AND DEESCALATION TECHNIQUES

Think Like A “Customer” Your needs are important to us. P L E H MAXI Get it yourself! P L E H MINI

CUSTOMER SERVICE & DE-ESCALATION

How would you define a safe space? This is what we must create and maintain for our passengers and ourselves

Mock Session # 1 Angry Confused Vehicle Operator Inquisitive Fare Evader Disabled

What is De-Escalation? -The Dictionary Definition- Reduction of the intensity of a conflict or potentially violent situation. -Our Definition- Understanding and acknowledging basic human needs.

The 5 Tenets to De-Escalation 1. Get YOURSELF out of the way. 2. Allow for THEM to feel safe and secure. 3. Allow for THEM to feel respected and valued. 4. Allow for THEM to feel understood and supported 5. Allow for THEM to feel validated.

The PIVOT This is where the MAGIC happens.

A snap-shot of the technique https: //www. youtube. com/watch? v=4 qsf. BCatg. X 8 Courtesy of Dr. Christian Conte.

Mock Session # 2 Angry Confused Vehicle Operator Inquisitive Fare Evader Disabled

SUMMARY • Creating and maintaining a safe space is our individual responsibility. • Beyond the dictionary definition, deescalation is understanding and acknowledging basic human needs. • Fulfillment of basic needs often go unrecognized leaving an opening for conflict.

SUMMARY • The 5 Tenets to de-escalation are designed to allow the customer to feel a sense of validation. • The main purpose of the PIVOT is to create a partnership with the customer that transitions you from the problem to the solution. • We cannot effectively PIVOT alone. It take two or more working together.

EVALUATION Q. Who is responsible for creating and maintaining a safe space? _________________

EVALUATION Q. Which is NOT one of the 5 Tenets to de-escalation? A. Allow for them to feel validated. B. Allow for them to feel understood and supported. C. Allow for them to PIVOT. D. Allow for them to feel safe and secure. E. Get yourself out of the way.

EVALUATION Q. Allowing for a safe, secure environment starts with paying close attention to ensure the passenger doesn’t feel invaded or intruded upon both. . . • ______________________

EVALUATION Q. Regardless of the level that someone approaches you, within the emotional display is a need for. . __________________

EVALUATION Q. At what point does the MAGIC happen. __________________

Thank you. . .