Tactical Communications For Retail Security Presented By Darcy

VERBAL JUDO OVERVIEW GENERATE VOLUNTARY COMPLICANCE G. V. C. Resistance 8 STEP INTERVENTION OPTIONS c S. A. F. E. R Yes No PERSONAL FACE IMMINENT JEOPARDY EXCESSIVE REPITITION Compliance ART OF REPRESENTATION 5 UNIVERSAL TRUTHS PACE 5 STEP ART OF PARAHRASE ART OF TRANSLATION ART OF MEDIATION STREET TRUTH #1 3 KINDS OF PEOPLE STREET TRUTH #2 DEFLECTORS STREET TRUTH #3 ERPP S. A. F. E. R PROFESSIONAL FACE LEAPS PRECLUSION ACT! © 2014 Verbal Judo Canada WORDS HAVE DEMONSTRATIVELY FAILED

The Rules of Engagement Quality Contact for those under the influence: §We think for others as they would likely think for themselves in 12 -24 hrs §We leave people better than when we found them at their worst (Closure Principle) • Active Mental Illness • Alcohol Anger • Drugs • Jealousy Stress • Embarrassment • Anything else that negatively affects their Frustration ability to think and act! C Meanings Fear People rarely if ever say what they mean! © 2014 Verbal Judo Canada

The Times They Are A Changing… n We need to stop reacting to threats and start responding to the ongoing situation. React ions Lose control Respondre Maintain control ‘Re-answer’ © 2013 Verbal Judo Canada

And Changing… n Our enforcement response will no longer be viewed as a photograph. It is now viewed as a full length feature film. B BEGINNING M E MIDDLE END Likely recorded on cell phones for all to see and judge Totality of the circumstance! © 2014 Verbal Judo Canada

And Changing… n 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. Imminent Jeopardy (A. I. M. ) OR Preclusion Section 25 C. C. Articulate ‘reasonableness’ “Words failed & I can prove it. ” © 2014 Verbal Judo Canada

The 5 Times When Words Fail Security Attack - of People or Property Under Your Control - Physical, Violation of the P. D. Z. , By Flight/Fear Word Excessive -Under Lawful Arrest or Concern for Your Repetition Revised Safety -Depending on Context (1 -3 x’s) Priorities -When Confronted By a Higher Priority © 2014 Verbal Judo Canada

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

Intervention Options n Professional Presence* ‘Credos’ Belief Dress and deportment n Verbalization Voice and words harmonize n n n ACT! *Command Presence Physical Control Intermediate Weapons Lethal Force ‘Good tacticians always fight with the advantage’ George Thompson © 2014 Verbal Judo Canada

The Goal of Retail Security Collaboration Generate _________ Voluntary _________ Cooperation Compliance _________ “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 Shaw © 2014 Verbal Judo Canada

5 Universal Truths n n n All people want to be treated with dignity and respect Under the Context of S. A. F. E. R. All people want to be asked rather than being told to do something All people want to be told why they are being asked to do something All people want to be given options rather than threats, and, All people want a second chance 11 © 2014 Verbal Judo Canada

The Anatomy of a Verbal Assault The More Focused the Assault, the More Powerful the Assault n n n n Authority Profanity Threats Family Other Staff Physical Features Age n Sex/Sexuality n Skill/Competence Education Economic Status Religion “The path to strength is built Ethics upon recognized weaknesses. ” Etc. n n n © 2014 Verbal Judo Canada

Serious Word Blocks n “I believe that, and I can see your upset, however. . . ” Deflector n n n Peace Phrase Connector “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, 13 © 2014 Verbal Judo Canada

Reasons to Use Deflectors n It Makes You Feel Good!* n Springboard-Focus Technique “I

The Traditional ‘ 3 Step’ n Tell Them n Threaten Them n Over React!

The Tactical 8 Step 1. Formal Greeting “Good morning/afternoon/evening” 2. Identify Self and Department Personalize 3. Rea/son for the contact 4. Justification? 5. 1 Request Personalize Safer Fearlessness Pause – pattern interrupt “Is there any justified reason? ” Action or Information (Insert Resistance Here!) 6. Additional Information OR Persuade (2 -5) Forecast - SET the R. A. M. “Could you tell me in your own words…” 7. Decision/Summarize 8. Close “Thank you for your cooperation” © 2014 Verbal Judo Canada

5 Step ‘Hard Style’ Practical Professional Presence Verbalization 5. 4 CONFIRM < = > Personal 5. 3 PRESENT 9/10 Good OPTIONS Credos - Belief Ethical 5. 5 ACT! 5. 1 ASK* 0/10 WHY? Rational 7/10 Lock Down Facts/Data 5. 2 SET CONTEXT © 2014 Verbal Judo Canada *Command Presence

Thank You! Retail Security Personal Face Professional Face Win C O N Contact FL IC T Win Personal Face “To win 100 victories in 100 battles is not the highest skill. To subdue the enemy without fighting is the highest skill. ” Sun Tzu © 2014 Verbal Judo Canada