1. How to Respond to Disruptive, Threatening or Violent Behavior 2013 Presented by Scott M. Drucker, Esq. Arizona Association of REALTORS®

2. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® February 1, 2013 PHOENIX - Mark Hummels, one of the victims of a Phoenix office building shooting Wednesday, died Thursday night. Hummels was one of three people shot by gunman Arthur Harmon. The office shooting was not a random attack. The 70-year-old Harmon was in the middle of a civil dispute with a Scottsdale company called Fusion Contact Centers LLC. Why is this Relevant?

3. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® “Workplace violence is any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the work site. It ranges from threats and verbal abuse to physical assaults and even homicide.” SOURCE – United States Department of Labor What is Workplace Violence?

4. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® Frustration ↓ Anger ↓ Hostility Pay attention to the warning signs. What is Workplace Violence?

5. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® The person: - is impatient and reactive. - resists information you are giving them. - raises their voice. - is hypersensitive to criticism. Warning Signs of Frustration

6. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® Warning Signs of Anger A visible change in body posture. Pounding fists, pointing fingers. Shouting or screaming. Making insults and disparaging remarks. Red face.

7. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® Warning Signs of Hostility Physical harm to objects and property. Pale face. Physical action toward people appears imminent.

8. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® Warning Signs of Hostility Many people who become violent communicate their intentions in advance. “Hummels, you're nothing but a sleazy lowlife attorney trying to save your stinking skin.” “...I am going after you with every fiber in my being.” - Letter from Arthur Harmon to Mark Hummels

9. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 1 Response to Disruptive Behavior Respond quietly and calmly. –Try to defuse the situation without embarrassment. Do not take the behavior personally. –Usually, the behavior has little to do with the target.

10. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 1 Response to Disruptive Behavior Ask questions –Respectful concern and interest demonstrate that aggression is not necessary. Consider offering an apology –Even if you have done nothing wrong, an apology may calm the individual and encourage cooperation. –“I’m sorry. What can we do now that will solve the problem?”

11. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 1 Response to Disruptive Behavior Clearly summarize what you understand the individual to be saying. –In crisis, a person often feels humiliated and wants respect and attention. Your summary of the individual's concerns reflects your attention. –Focus on areas of agreement to help resolve the concern.

12. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 2 Response to Disruptive Behavior If step 1 does not stop the disruption and the behavior escalates, assess whether the individual seems dangerous. –If in your best judgment the individual is upset but not a threat, set limits and indicate an intention to seek assistance.

13. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 2 Response to Disruptive Behavior Calmly and firmly set limits. –“Please lower your voice.” –“Please stop using profanity or I will have to ask you to leave.” Warn that official action may be taken. Indicate that assistance may be sought if the behavior continues.

14. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 3 Response to Disruptive Behavior If step 1 does not stop the disruption and you have any concern that the individual is dangerous, stop the meeting for a break so others can leave and get help while you ask to speak to the individual. –NEVER touch the individual yourself or try to forcefully remove them.

15. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 3 Response to Disruptive Behavior –Do not isolate yourself with the individual in a small confined space. –Maintain a safe distance and keep a desk or chair between you and individual as a barrier. –Stay seated if possible. –Leave the door open and sit near the door. –Do not argue or escalate the dispute.

16. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 3 Response to Disruptive Behavior Have another person seek assistance –The individual may be antagonized if they know that security or police have been called so signal another individual to seek assistance. –Do not mention discipline, security or police if you fear an angry or violent response.

17. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 4 Response to Disruptive Behavior Immediately contact police if an individual: –Makes a specific threat of physical violence. –Brandishes a weapon. –Behaves in a manner that causes you to fear for your own or another’s safety.

18. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 4 Response to Disruptive Behavior Once police have been contacted, you may need to: –Disengage with the person. –Get yourself and others to safety as quickly as possible.

19. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 5 Response to Disruptive Behavior If an outbreak of violence occurs: –Run; have an exit plan. When safe call 911. –Hide; take cover behind a locked door, a blocked door or a large object. When hidden call 911 and turn your ringer off. –Fight; last resort. Act with aggression and commit to your actions.

20. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ® STEP 5 Response to Disruptive Behavior

21. REAL SOLUTIONS. REALTOR ® SUCCESS Arizona Association of REALTORS ®