Voter Service
Treating All Voters Equally and Respectfully
Civil
Rights Laws protect from discrimination
Discrimination and prejudice are not legal
See that all voters are treated fairly and equally
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Goals:
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Know the law as it pertains to the civil rights
of voters
Understand the diverse needs of voters
Learn how to serve all voters with respectful
service
Missouri Secretary of State
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Goal One: Know the Law and
Voting Rights
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Voting Rights Act of 1965
Democracy depends on well-run elections
All eligible voters have access to voting
Missouri Secretary of State
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Goal One: Know the Law and
Voting Rights
The Voting Rights Act of 1965 makes it “Illegal
to intimidate, threaten, coerce or prevent any
properly registered person from exercising
the right to vote.”
Missouri Secretary of State
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Goal Two: Understand Personal Differences and
Needs to Overcome Prejudice and Discrimination
Missouri Secretary of State
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If I were to sit here….
Wearing a different skin…
Sporting a different hairstyle.
Being a different age
And you were to form a negative reaction to my
message, based simply on the way I look…
THAT IS PREJUDICE
Missouri Secretary of State
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Missouri Secretary of State
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Goal Three: Learn How to Provide
Respectful, Positive Service For All Voters
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How you LOOK
How you SOUND
How you LISTEN
How you SOLVE
Missouri Secretary of State
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What You LOOK Like When You
Communicate
Voters see and respond to your
 Smile
 Energy
 Eye Contact
Missouri Secretary of State
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What You SAY: How you Sound
Use positive words and tone of
voice:
 Absolutely, of course, I can,
certainly, my pleasure, how
may I help you
Avoid negative words:
 Can’t, won’t, shoulda, coulda,
oughta, never, always, but…
Missouri Secretary of State
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Be Open to Service: Speak first
Be Ready: New beginning
Be Positive: Attitude is 90%
Be Alert: Look for special needs
Missouri Secretary of State
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How You LISTEN: Understanding
Needs
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Listen to the voter with EYES and EARS
Listen for special needs
Listen to WHAT they are asking and HOW
they are asking it.
Show you are listening with words like:
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“I understand how you feel”
Missouri Secretary of State
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How you SOLVE: Providing
Assistance and Handling Problems
The five A’s
 Acknowledge
 Agree
 Apologize
 Ask
 Act
Missouri Secretary of State
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What to Know if a Voter is Angry or
Creating a Conflict or Problem
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Anger is an emotional response
Anger comes from fear
Fear results from lost needs like: value,
esteem or control
Fear can be minimized when needs are met
Missouri Secretary of State
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What to do if a voter creates a problem
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Remain calm
Ask the voter to step aside with you
Ask another election judge to assist you or take your
place
Take deep breaths and remember the FEAR
Continue to calmly repeat how you may assist them
Provide an opportunity for them to vote within the law
Escort them out the door after serving them and
Suggesting they contact the election authority
Missouri Secretary of State
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Summary
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It is the law: All voters must be treated equally
See the real person and his or her needs
Communicate positively and respectfully
Poll worker plays a valuable role
Missouri Secretary of State
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