Presentation on theme: "SHARON ZYGOWICZ, PH.D. COUNSELING & ADULT RE-ENTRY JOHN PORVAZNIK PUBLIC SAFETY GATEWAY COMMUNITY COLLEGE Heating Up and Cooling Down: Managing the “Temperature”"— Presentation transcript:
SHARON ZYGOWICZ, PH.D. COUNSELING & ADULT RE-ENTRY JOHN PORVAZNIK PUBLIC SAFETY GATEWAY COMMUNITY COLLEGE Heating Up and Cooling Down: Managing the “Temperature” of Communication
Overview Frame of Mind Nonverbal Communication Verbal Communication The Conflict The Aftermath
What Nonverbal Messages Could “Cool Down” Communication?
Cooled Nonverbal Messages LISTENING “I’m concerned.” “I have empathy.” “You make sense.” “I want to help you.”
What Verbal Messages Could “Heat Up” Communication?
Heated Verbal Messages Tone of Voice Sarcastic Annoyed/Hostile Apathetic Loud/raised “You”-messages Should statements/blame or shame Debating/Arguing Interrupting
What Verbal Techniques Could “Cool Down” Communication?
Cooled Verbal Techniques Acknowledgement/Validation “I can see how this would really upset you.” Agreeing – 2% truth “You’re right about ___________.” Reassurance “We can figure this out.” “Let’s do this…” Sympathizing “I’m sorry you’ve had such a difficult time.” Modeling Use the calm tone of voice you would like the student to use.
The Conflict Behaviors of the student Upset, Aggressive, Threatening, Creepy De-escalation techniques Speaking softly Remain calmer than the other person Understand the objective (RDC vs Citrix) Stay focused on the objective – don’t take it personal Listen and convey empathy Ask questions rather than making statements Nonpublic discussion
The Conflict When to call (threatened, harassed, overwhelmed) Who to call (co-worker, supervisor, Public Safety) How to call (IM, phone, hand signals) What to say (co-worker, Public Safety) Role of Public Safety
The Aftermath How do you “regroup” after conflict?
Ways to “Regroup” Deep Breathing Take a Walk Listen to Music Talk to Someone Positive Self-Talk Healthy Distraction Reporting Procedures