1. Dealing Effectively with Rude or Abusive Students and Colleagues Professional Development Day 2012 California Lutheran University

2. presenters: Fred Miller Director, Campus Safety Alan Goodwin Director, Student Counseling Srvcs

3. The issue Whatever the culprit--the internet, reality television, the economy, or a combination of these and other factors—there seems to be a growing number of incidents of people behaving disrespectfully. In this session, we will begin a discussion of how destructive behavior patterns exhibit themselves at CLU and of the ways in which we can all take steps to begin to identify, address and ultimately reverse these behavior patterns. CPS SCS

4. Learning objectives 1.Identify acceptable standards of behavior. 2.Distinguish merely undesirable behavior from unacceptable behavior. 3.Learn methods of effective intervention with rude or abusive people. CPS SCS

5. Freedom of Speech Right to express one’s opinion publicly w/o government interference, subject to laws against libel, incitement to violence or rebellion, etc. (Random House)Right to express one’s opinion publicly w/o government interference, subject to laws against libel, incitement to violence or rebellion, etc. (Random House) Debate – discussion, argument, orderly fashionDebate – discussion, argument, orderly fashion Confrontation – implies hostility, clash of words/violenceConfrontation – implies hostility, clash of words/violence Harassment – conduct, distress, no legitimate purposeHarassment – conduct, distress, no legitimate purpose Threat – direct or indirect, words/conduct/writings, intent to cause harm to health/safety/propertyThreat – direct or indirect, words/conduct/writings, intent to cause harm to health/safety/property

6. Beyond debate Hitting or shoving an individual. Hitting or shoving an individual. Threatening an individual or his/her family, associates, or property with harm. Threatening an individual or his/her family, associates, or property with harm. Intentional destruction or threat of to CLU property. Intentional destruction or threat of to CLU property. Harassing or threatening telephone calls, e-mail, or electronic media (tweets, Facebook). Harassing or threatening telephone calls, e-mail, or electronic media (tweets, Facebook). Suggestion or intimation that violence is appropriate. Suggestion or intimation that violence is appropriate. Unauthorized possession or inappropriate use of a firearm or weapon. Unauthorized possession or inappropriate use of a firearm or weapon. Stalking… (California has some of the most strict law) Many of the above behaviors fall within the stalking law (PC 646.9) Stalking… (California has some of the most strict law) Many of the above behaviors fall within the stalking law (PC 646.9)

7. Threats Turned Violent Direct Costs Direct Costs No. 1 cause of death for women in workplace No. 1 cause of death for women in workplace No. 2 cause of death for men in the workplace No. 2 cause of death for men in the workplace 1 out of 4 employees have experienced harassment at work. 1 out of 4 employees have experienced harassment at work. One million employees are victimized annually One million employees are victimized annually $36 billion annually (2002 cost estimates) $36 billion annually (2002 cost estimates) $250,000 per incident $250,000 per incident Workers’ compensation costs Workers’ compensation costs Litigation costs Litigation costs CPS SCS

8. Steps to take Vetting Vetting who is coming to CLU who is coming to CLU Training Training what to look for what to look for Retention Retention Who is being retained Who is being retained (sometimes problems get ignored because it is easier than taking appropriate disciplinary action) CPSSCS

9. Prevention ? Early Intervention; these types of behavior problems do not go away by themselves. Early Intervention; these types of behavior problems do not go away by themselves. Use the Campus Awareness, Referral, and Education Team (CARE). Use the Campus Awareness, Referral, and Education Team (CARE). Use available campus or outside counseling services. Use available campus or outside counseling services. No guarantee workplace/classroom confrontations can be avoided. No guarantee workplace/classroom confrontations can be avoided. CPS SCS

10. Remember If you have questions or concerns, ask your manager, Human Resources, Campus Safety, or Student Counseling Services. If you have questions or concerns, ask your manager, Human Resources, Campus Safety, or Student Counseling Services. Workplace behavioral issues will not go away by themselves, they need to be addressed or they will escalate. Workplace behavioral issues will not go away by themselves, they need to be addressed or they will escalate.

12. Three Fundamental Tasks: 1. Control/contain the situation/student so as to minimize risk of injury; and 2. Protect and aid possible targets; and 3. Support and guide those in need.

13. What To Do With mildly and moderately troubled students:  see handouts, or  ask question after presentation

14. How to Engage with Severely Troubled people Note #1: These people are likely experiencing a crisis and are in need of urgent mental health care. Student Counseling Services sees such people with NO PRIOR APPOINTMENT.

15. How to Engage with Severely Troubled people Note #2: Be mindful of setting. People experiencing an acute psychological crisis are typically unable to contain their behavior. Engaging with them in front of others could lead to them feeling ashamed and that would be destructive.

16. Vignettes: Questions to answer for each vignette: 1. How should the person address the situation? 2. Should Campus Safety (CS) be called for assistance in this case? Why? Why not? 3. Should Student Counseling Services (SCS) be called for assistance in this case? Why? Why not? 4. What does CS/SCS need to know about this situation?

17. Vignette #1: Georgette serves students on campus. She is approached by a Sam, a student-veteran whom she assisted one week prior. Sam is tall and appears very strong. He approaches her and says the following in almost a shout: Georgette serves students on campus. She is approached by a Sam, a student-veteran whom she assisted one week prior. Sam is tall and appears very strong. He approaches her and says the following in almost a shout: “You made an error when you helped me last week. You calculated my credits and told me I cannot graduate on time. You were wrong! I was so worried and mad at myself because of what you told me, I lost a whole week of sleep and now I failed three final exams! Due to the error, I may have to be here for another term! How the hell did that happen?! YOU are going to pay for this! I promise you!” “You made an error when you helped me last week. You calculated my credits and told me I cannot graduate on time. You were wrong! I was so worried and mad at myself because of what you told me, I lost a whole week of sleep and now I failed three final exams! Due to the error, I may have to be here for another term! How the hell did that happen?! YOU are going to pay for this! I promise you!”

18. Vignette #1: “You made an error when you helped me last week. You calculated my credits and told me I cannot graduate on time. You were wrong! I was so worried and mad at myself because of what you told me, I lost a whole week of sleep and now I failed three final exams! Due to the error, I may have to be here for another term! How the hell did that happen?! YOU are going to pay for this! I promise you!” “You made an error when you helped me last week. You calculated my credits and told me I cannot graduate on time. You were wrong! I was so worried and mad at myself because of what you told me, I lost a whole week of sleep and now I failed three final exams! Due to the error, I may have to be here for another term! How the hell did that happen?! YOU are going to pay for this! I promise you!” 1. How should Georgette address the situation? 2. Should Campus Safety (CS) be called for assistance in this case? Why? Why not? 3. Should Student Counseling Services (SCS) be called for assistance in this case? Why? Why not? 4. What does CS/SCS need to know about this situation?

19. Vignette #2: Bill and Ethel work in Y office on campus, which Ethel supervises. They have worked together for 6 years. They dated each other 2 years ago for a year. That seemed to have ended amicably. Recently, Bill has started dating Evelyn, who also works in the office. The other night after work, Evelyn found a note on her car that said “he’s a pig and I know that he steals from the dept. petty cash drawer when he takes you to lunch. I suggest you reconsider. BTW, your bedroom curtains are see through, tramp.” Bill and Ethel work in Y office on campus, which Ethel supervises. They have worked together for 6 years. They dated each other 2 years ago for a year. That seemed to have ended amicably. Recently, Bill has started dating Evelyn, who also works in the office. The other night after work, Evelyn found a note on her car that said “he’s a pig and I know that he steals from the dept. petty cash drawer when he takes you to lunch. I suggest you reconsider. BTW, your bedroom curtains are see through, tramp.”

20. Vignette #2: Bill and Ethel work in Y office on campus, which Ethel supervises. They have worked together for 6 years. They dated each other 2 years ago for a year. That seemed to have ended amicably. Recently, Bill has started dating Evelyn, who also works in the office. The other night after work, Evelyn found a note on her car that said “he’s a pig and I know that he steals from the dept. petty cash drawer when he takes you to lunch. I suggest you reconsider. BTW, your bedroom curtains are see through, tramp.” Bill and Ethel work in Y office on campus, which Ethel supervises. They have worked together for 6 years. They dated each other 2 years ago for a year. That seemed to have ended amicably. Recently, Bill has started dating Evelyn, who also works in the office. The other night after work, Evelyn found a note on her car that said “he’s a pig and I know that he steals from the dept. petty cash drawer when he takes you to lunch. I suggest you reconsider. BTW, your bedroom curtains are see through, tramp.” 1. How should Evelyn address the situation? 2. Should Campus Safety (CS) be called for assistance in this case? Why? Why not? 3. Should Student Counseling Services (SCS) be called for assistance in this case? Why? Why not? 4. What does CS/SCS need to know about this situation?

21. Vignette #3: Jane manages the X dept on campus. Arnold is a student worker. Arnold is often irritable, needs to be reminded to finish projects, has been disciplined for being late multiple times, and has accused his supervisor of singling him out for discipline. Co-workers have told Jane that they “walk on eggshells” around him, and Jane feels this way, as well. Yesterday, he used offensive and inappropriate language while struggling with a faulty office printer. Jane has decided his work study should be terminated. Jane manages the X dept on campus. Arnold is a student worker. Arnold is often irritable, needs to be reminded to finish projects, has been disciplined for being late multiple times, and has accused his supervisor of singling him out for discipline. Co-workers have told Jane that they “walk on eggshells” around him, and Jane feels this way, as well. Yesterday, he used offensive and inappropriate language while struggling with a faulty office printer. Jane has decided his work study should be terminated.

22. Vignette #3: Jane manages the X dept on campus. Arnold is a student worker. Arnold is often irritable, needs to be reminded to finish projects, has been disciplined for being late multiple times, and has accused his supervisor of singling him out for discipline. Co-workers have told Jane that they “walk on eggshells” around him, and Jane feels this way, as well. Yesterday, he used offensive and inappropriate language while struggling with a faulty office printer. Jane has decided his work study should be terminated. Jane manages the X dept on campus. Arnold is a student worker. Arnold is often irritable, needs to be reminded to finish projects, has been disciplined for being late multiple times, and has accused his supervisor of singling him out for discipline. Co-workers have told Jane that they “walk on eggshells” around him, and Jane feels this way, as well. Yesterday, he used offensive and inappropriate language while struggling with a faulty office printer. Jane has decided his work study should be terminated. 1. How should Jane address the situation? 2. Should Campus Safety (CS) be called for assistance in this case? Why? Why not? 3. Should Student Counseling Services (SCS) be called for assistance in this case? Why? Why not? 4. What does CS/SCS need to know about this situation?

23. Follow-up: Determine appropriateness of this on a case-by-case basis. Determine appropriateness of this on a case-by-case basis. [Be aware that legal and ethical restrictions often prevent Counselors, HR personnel and Campus Safety personnel from providing any information a person who is a focus of an action or investigation. Also, if you have been mistreated by someone, even if you are concerned about their health, it may not be appropriate and/or helpful for that concern to come from you.]

24. How to Make a Referral to SCS:  Recommend SCS to the person.  Refer the person to the SCS website.  Reassure the person that it is an act of strength to seek out resources.  Remind the person that counseling at SCS is free and confidential.  Offer to call SCS at x3390.  Offer to walk with the person to SCS.

25. Whom to Call For Further Assistance: Campus Safety- 493-3208 Campus Safety- 493-3208 Student Counseling Services – 493-3390 Student Counseling Services – 493-3390 Dean of Students office-493-3553 Dean of Students office-493-3553 Residence Life office-493-3220 Residence Life office-493-3220