COMMUNICATION SKILLS for Officials

1. COMMUNICATION SKILLSfor Officials

2. KEYS TO CONFLICT RESOLUTION • Recognize the conflict • Defusing the time bomb: how is it done? • Sharpen your skills: what skills are needed?

3. WHAT IS CONFLICT? • Direct opposition, a clash or disagreement between people • Conflicts are experienced at home, work, social recreation and officiating a contest • As long a you have people dealing with people, making decisions or meeting deadlines, you will have conflict

4. TYPES OF CONFLICTS • Pre-existing (carry over from previous contest) • Spontaneous Reaction reaction in a critical time in the contest • Cumulative Response – series of call or bad breaks that do not favor one team

5. RESOLVING CONFLICT • For years people in authority just told other what to do • Now, people want to be heard and have a say in what is happening • Therefore, communication becomes very important in resolving conflict

6. RESOLVING CONFLICT • Approach the conflict collaboratively; work with coaches and/or your partner(s) • Simple communication is at the heart of conflict resolution • With every conflict – it’s a matter of listening and seeking to understand the problem • Must be done within the framework of the contest

7. LEVELS OF CONFLICT • INFORMAL: More often handled quickly, less noticeable by others; quick comments to coaches and participants • FORMAL: Needs more attention; more skills necessary to resolve or understand what the coach, player or official has heard or seen

8. KEY COMPONENTS IN RESOLVING CONFLICT • GREAT listening skills • Flexibility • Willingness to change • Agree to disagree

9. LISTENING SKILLS • Maintain eye contact • Do not interrupt; let them finish • Good posture – maintain a non-threatening position • Mentally rehearse situations in which you might become emotional

10. FLEXIBILITY • Be able to adjust to any situation • Understand you are not going to please everyone; agree to disagree; this is a two way street, but the official has the final say

11. WILLINGNESS TO CHANGE • Get the call right; use your partner • If change is necessary, make the change • Support your partner(s) – you are a TEAM • Understand the psychology of coaches and what motivates them; communicate with them; know your coach

12. DEFUSING THE SITUATION INFORMAL CONFLICTS: • Normal contest situations will not be stopped • Use visual acknowledgement with coach or participants • Use direct eye contact or use a caution sign

13. INFORMAL CONFLICT (continued) • Use short verbal explanation • “I hear you, I will watch for that” • “I saw it differently than that” • Most of all: know your audience

14. INFORMAL CONFLICT (continued) • It is too easy to dismiss what has been said and to send players away mad. • Agreed, we do not like to be told we are wrong • However, are players wrong 100% of the time?

15. INFORMAL CONFLICT (continued) • Do you put out a smoldering fire, or throw gasoline onto it? • Get the player’s agreement that you, not he, will deal with the opponent. • What can the players reasonably expect from referees? • Knowledge of the rules (laws). • Consistency • Accuracy • Understanding (empathy)

16. DEFUSING THE SITUATION FORMAL CONFLICT • Contest will temporarily be stopped “Coach, if it happened the way you say it did, I got it wrong.” Not admitting a mistake Not putting up a defense Not ignoring the concern of the coach completely

17. FORMAL CONFLICT (continued) • Defuse the situation. Do not abuse it; get everyone calmed down • Establish your comfort zone and avoid letting a coach into your zone of comfort • Do not lose your composure; this is inexcusable

18. FORMAL CONFLICT (continued) • Always display proper physical demeanor • Maintain good eye contact • Maintain proper posture • Listen rather than challenge • Give quick precise explanation and move forward

19. FORMAL CONFLICT (continued) • Close the situation as rapidly as possible • If a rule is being disputed and the coach does not volunteer his take on the interpretation, ask for it. This turns the entire argument around the official now becomes in control of the argument. • REMEMBER: Defuse rather than abuse

20. FORMAL CONFLICT (continued) • If conflict continues: • Issue one last formal warning • Administer a yellow card if conflict continues: • Administer the appropriate penalty and restart the contest as soon as possible • Serve as a buffer for your partner • Do not get bullied into asking for help on a rule or judgment call unless you believe the official can help. • Make the conversation quick and out of hearing range of the coach. • When completed, let the coach know your sticking with your original call or you are changing your call. If the latter, let the opposing coach know as well.

21. 6 Things You Never Say to A Coach • “One more word and you’re out of here!” • “Shut Up!” • “You’re Wrong!” • “Are you serious?” • “That’s not my call.” • “It’s just a game.”

22. IN REVIEW • Keep one’s composure • Evaluate the conflict • Establish your comfort zone • You must have: • Good listening skills • Be flexible • Be willing to change if wrong • Use simple communication to keep a situation from escalating

23. IN REVIEW (continued) • Review concerns to see if change is necessary • Approach a problem collaboratively • Administer a penalty if necessary; get the contest started as soon as possible