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Confrontation Management in School: Dealing with Hostile Situations

Learn effective strategies for managing confrontations with hostile individuals in school settings. Understand why people become hostile, where to find them, and how to respond professionally. Gain insights on communication, teamwork, and crisis prevention. Discover tools for surveying situations and handling conflicts assertively but respectfully. Enhance your listening skills and maintain control in challenging interactions. Maximize the potential for a successful resolution through teamwork and effective communication. Be prepared to protect and support students, teachers, and the school community.

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Confrontation Management in School: Dealing with Hostile Situations

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  1. School Safety Officer's Confrontation Management Texas State Univ. and Signature Science, LLC partnership Jerry Adams (FBI Retired) jadams@signaturescience.com

  2. Confrontation Management • Who Is Hostile ? • Why Are They Hostile ? • Where Do We Find Them? • When Do We Find Them? • Why Am I Here ? • How Do I Respond ? • How Do I Communicate With Hostile People? • How Do I Work In A Team?

  3. Who Are They ? • Students • Visitors • Parents • Teachers • Neighbors • Taxpayers • Citizens

  4. What Makes People HOSTILE ? • Personal problems • Poor communication • Unmet expectations • Frustration

  5. Frustration • Disrupted Routine • Fear • Antigovernment • Embarrassment • Emotional stress • Incompetence • Bureaucracy

  6. BureaucraticRedTape • Getting the “Run- Around” • Rumours • Lack of understanding • Poor school management

  7. Where Do We Find Them? • School Buildings • Classrooms/Portables • Halls • Restrooms • Gyms/Cafeterias • Staff Lounges • Front Offices • School Grounds • Walkways • Game areas • Parking lots • Bus stops • ??????

  8. When Do We Find Them? • Before it happens • Before it erupts • When called

  9. Why Do We Deal With Hostile People? • Teachers need help • Students need help • Citizens need help • Protect property • OUR JOB

  10. Why Am I Here? • Protection • Students • Teachers • Staff • Parents • Fellow Officers • Self

  11. Why Do We Do It ? • Productivity • Students learn better • Teachers teach better • Administrators leads better

  12. How Do I Respond? • Survey the situation • Survey the victims • Survey the subjects • Survey the bystanders • Avoid hasty/over-reactions

  13. SURVEY TOOLS • Seeing • Hearing • Smelling • Tasting • Touching • Training • Experience

  14. Confronting Hostile People ? • Control your ego • Use a calm voice • Use neutral words • Use nonthreatening body language

  15. Three Ways To HandleAnySituation AGGRESSIVELY PASSIVELY DIRECTLY ( BEST)‏

  16. Initial Contact • Stay calm • Eye contact • Body language • Attitude • Space • Equality

  17. Listening Skills • Stay calm and use a calm voice • Introduce yourself and status • Ask for and use person’s name • Eye contact • Listen to words • Repeat words • Ask questions

  18. Listening Skills (con’t) • Empathize/show understanding • Take notes • Paraphrase in everyday words • Summarize situation • Gain rapport • Reduce environmental stress

  19. You Are In Control If You … • Are a good listener • Use the A R T method • Get them to sit down • Use their last name

  20. How To Tell The Hostile Person NO! • S O F T E N • SMILE • OPEN POSTURE • FORWARD • TERRITORY • EYE CONTACT • NOD

  21. T E A M WORK • Introduce a third party • Offer to contact your boss • Remember the Golden Rule

  22. T E A M WORK • Together • Everyone • Accomplishes • More • WORK

  23. Crisis AvoidedSuccessful Mission • Be Proud Of Yourself Because You Helped • Students • Teachers • Parents • Citizens • Fellow Officers • Self

  24. Questions Thanks For This Pleasure Jerry Adams jadams@signaturescience.com 512 844-0676

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