Situational Awareness
© 2014 MSBA

Something or Somebody
that “Just Doesn’t Look Right”
◦ Document it
◦ Report it to a supervisor
 Watch
 If
The Hands
you are going to get hurt,
it will come from the hands.
 Good
communication skills are
key to a successful outcome.
 Communicator
and unbiased
MUST be open
 99%
of violent encounters
begin with a verbal altercation.
◦ “The cocked tongue is the most
dangerous weapon.”
-George Thompson “The Gentle Act of Persuasion”
 Communicating
to the receiver
o
Message content = 7-10%
o
Voice = 33-40%
o
ONV (other non-verbal) = 50-60%
 Listening
does NOT come
naturally.
 Learn to project a “listening
face,” act as if you care.
 For many people, listening is
nothing more than waiting for a
chance to interrupt.
 Paraphrasing
(rephrase and
simplify): to restate something
using other words, especially in
order to make it simpler or
shorter.
 Paraphrasing
allows you to:
◦ interrupt gracefully
◦ control the situation
◦ clarify the meaning
◦ ask, “Did I get it right?”
◦ create empathy
 Ultimate
Emphatic Statement:
“Let me be sure I heard
what you just said.”
 The
words “BUT” or “HOWEVER”
are transitions words.
◦ I hear what you are saying and I
understand.
◦ “However/ But”, I’m not the
person that can resolve this issue.
I will be glad to get someone who
can assist you.
 The
more the subject raises
his/her voice, the more you
should talk low and slow. This
will usually help bring them
back down.
 Always
act as if you are being
recorded, you probably are.
 Come
here.
 You wouldn’t understand.
 What do you want me to do
about it?
 What’s your problem?
◦ Or I don’t see the problem.
 ASK
(Ethical Appeal)
◦ You are making an honest, sincere
request for them to comply. Watch your
tone, words used and your demeanor.
 Set
Context (Reasonable Appeal)
◦ Explain “why” you are asking (e.g. state
law, policy, rule).
 Present
Options: (Personal Appeal)
◦ People act out of selfish interest; show
empathy.
◦ Give desired options first.
◦ Explain if they don’t leave, you will have to
call a supervisor and you don’t want to go
that route. You’d like to work it out
between the two of you.
 Confirm
(Practical Appeal)
◦ Is there anything I can say to get you to
cooperate?
 ACT
(Your options have ran out.)
◦ If you are calling 911 be prepared to
physically defend yourself.
 Use
whatever you have to
protect yourself.
 Wasp
spray, pencils,
stapler, tape dispenser.
 If
subject is close enough,
there are three quick ways to
neutralize the threat.
◦ Gouge eyes
◦ Strike throat
◦ Strike groin
 If
you have to use physical
force, be committed to your
actions.
◦ You can not just be “involved” you
need to be “committed” to it.
 Train/Practice
a year.
more than once
 Under
stress, you will react the
way you are trained.
 Your
body can’t go where your
mind has never been.
What questions do you have?
Thank you
for your
commitment
and
professionalism
In making our
school’s run
smoothly.
MISSOURI CENTER FOR
EDUCATION SAFETY
GARY MOORE
E-MAIL:
MOORE@MOCES.ORG
WEB SITE: WWW.MOCES.ORG