Effective Communication Skills and Officer Safety for Code Officers
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4/2/2021
Question Is…
Effective Communication Motivation- What makes you tick???
Skills and Officer Safety for
Code Officers
Rate the 4 items
1 being the strongest response
4 being the weakest response
Instructor: Kelvin Beene – Status
– Money
– Power
– Effect change
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Remember when… Remember when…
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4/2/2021
Remember when… Remember when…
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Major Points of Possessing a
Winning Attitude
Winning Attitude
Your attitude is a direct reflection of how Passion
you are perceived. Strategy
Clarity of Values
Let’s delve a little deeper into employees Energy
attitudes… Focus
Bonding Power
Mastery of Communication
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Winning Attitude Quote Passion
“It is our attitude at the beginning of a All truly successful people have a driving
difficult task which, more than anything force within them that sets them apart
else, will affect it’s successful outcome” from others. It’s a desire and energy that
gives them the fuel to reach their true
~ William James potential. The passion within this
individual to achieve has been so deeply
implanted, that their mental power is
driven by this force and will not let them
do anything but achieve.
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Passion Strategy
Name a famous person that have been A strategy is your game plan of life and at
successful in any realm of life… work. It is the road map you will use to
accomplish your goals, ambitions and
How do you think they obtained their desires. The key to having a strategy is to
success? design a proper strategy to achieve your
success without the detours of life and to
find the shortest distance between two
points.
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Strategy Winning Attitude Quote
What is your strategy? “Positive thinking won’t let you do
anything but it will let you do everything
School? better than negative thinking will”
Training? ~ Zig Ziglar
Other Opportunities?
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Clarity of Values Clarity of Values
We must first determine which things in What value do you possess that helps you
life are most valuable. Determining your stay positive and or motivated?
feelings about pride, excellence,
ownership and tolerance is important.
Without a clear system of values for
ourselves, it is impossible to believe in
something with a passion that has no
value to us…
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Energy Energy
Without the physical vitality to take action, What kind of fuel are you putting in your
nothing would ever come of your system body?
to this point. Great success cannot be
separated from physical, spiritual and Are you living a healthy lifestyle?
mental attributes. Our spiritual and
Exercise?
intellectual energy evolves from our
environment and it is therefore important Partake in something relaxing?
to maximize the energy that we can
obtain.
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Winning Attitude Quote Focus
“Ability is what you’re capable of The more you focus on the positive things,
doing…Motivation determines what you the easier it is to develop a winning
do…Attitude determines how well you do attitude, and the more opportunities you
it” will see that will allow you to succeed. If
you think of negative things you will
become aware of negative things in your
~ Lou Holtz life. Replace your negative thoughts with
positive thoughts and you will be on the
road to having a winning attitude.
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Focus Bonding Power
How often have you found yourself We all have known people that have
dwelling on the negative things in life and exhibited the ability to get along with
at work? anyone and everyone. The ability to
connect in a positive manner with others
Has it consumed you? shows that you desire to be a positive
person.
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Bonding Power Bonding Power
To effectively communicate, we must What things can you do in the office that
realize that we are ALL different in the will help you bond with each other?
way we perceive the world and use this Name some activities…
understanding as a guide to
communication with others.
Have you taken the time to understand
the person perceived to be a problem in
the work place?
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Winning Attitude Quote Mastery of Communication
“A pessimist is one who makes difficulties Take charge and run your OWN MIND!
of his opportunities and an optimist is one Don’t allow your mind to run your life, but
who makes opportunities of his rather take charge of your own mental
difficulties” abilities and cause them to work for the
good of your team, office family etc…
~ Harry Truman Don’t let others negative attitudes and
behaviors in the workplace change your
positive perspective.
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Mastery of Communication Winning Attitude
What can we do in the workplace that can Attitude is everything!
improve inter-office communications? Ultimately it is on the individual to decide
if the glass is half full or half empty.
How can we better communicate with our Decide which person you will be. Your
internal customers? winning attitude can and will be
contagious whether you are at home or in
the workplace.
BE THE DIFFERENCE MAKER…
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Verbal Judo Expert
George Thompson Ph.D is the
founder of this system of
What is Verbal Judo? techniques that can improve
communication skills and enhance
“The Gentle Art of work performance and personal
Persuasion” relationships with proper
application.
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Verbal Judo will Allow You To… Who Needs Verbal Judo ?
ListenBetter and Always Be Married
Heard. In Leadership
Customer Service
Learn What Never To Say.
Bashful/Shy
Engage People Through Empathy. Boisterous
Stop Verbal Attacks in Their Poor Communication Skills
Tracks. Enforcement Personnel
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Verbal Judo and Officer Safety
EVERYBODY!!!!!!
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Why is there a need for officer
Let’s Have The Talk..
safety?
Officers get threatened… Should Code
Enforcement be
Officers get assaulted… armed with:
Guns
Officers get KILLED!!! Tasers
Pepper spray
Expandable
batons/asps
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Code Officer Killed
Greg "Ziggy" Zyszkiewicz, a code
Code Officer Killed
enforcement officer employed by
the City of Milwaukee, was killed
while performing his duty on March
22, 2017. He was scheduled to do
a housing Inspection at the time
and was sitting in his vehicle when
he was shot by an unknown
individual.
He was parked in his vehicle when
he was shot. He was updating his
case file he was shot. I had just
completed a training for their
department on officer safety. He
was parked on a busy street. It was
early in the day. When asked what
else could he have done to prevent
this from happening…
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WEST VALLEY CITY — A routine check on a West
Code Officer Killed
Code Officer Killed
Valley house turned deadly for a city code
enforcement officer Thursday when police say the
Suspect
homeowner shot and killed her.
Kevin Wayne Billings shot and killed Charles “Chip” Case
a code enforcement officer for In addition to shooting Jill Robinson, 52, police
West Valley City, Utah, after she believe the man who lived in the home set fire to The Augusta Chronicle reported the
came to his house. He’s accused of her city truck and a neighboring home. The couple suspect, 65-year-old Smitty Oliver
setting Jill Robinson’s truck on fire who live next door said through a spokeswoman Melton, was arrested in Aiken County.
and destroying his neighbor’s house that they think their 64-year-old neighbor sought Charles “Chip” Case was killed after
in a blaze. Salt Lake County Jail
to kill them. Kevin Wayne Billings, 64, was booked being shot at least once on 13th
into jail for investigation of aggravated murder, Avenue, Richmond County Coroner
aggravated arson and arson, according to West Mark Bowen said, according to the
Valley police. Investigators provided no details Aiken Standard. He was pronounced
about a motive. dead at 10:25 a.m.
Robinson arrived at 4102 W. Wendy Ave. (2925 Neighbor Tameka Walton said she
South) about 10:20 a.m. Thursday as part of a heard four gunshots. She said and
follow-up investigation. multiple other people ran and found
"She was just out here doing her job today," West Case lying in the road. He was still
Valley City Councilman Steve Buhler said of alive, she said.
Robinson, who worked for the city for 10 ½ years. Police arrived and officers began
"This is something we would not anticipate and administering CPR but Walton said it
expect to have happen in our city," Buhler added. looked like Case died before an
ambulance arrived.
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Inspection Protocols Inspection Protocols cont…
Make sure you identify yourself and the reason If you must come back to the residence after an
for your presence. angry confrontation, take another officer with
Evaluate the demeanor of the resident. you or the police.
Ask yourself…”Do I feel safe?” Talk to other officers to determine if they have
Make sure permission is granted before you had any past dealings with the citizen.
enter onto the property. Gather all pertinent information on the first
Say ‘Please and thank you’ when talking to the inspection…ID, photos, vin number, green card
resident. etc…
Approach in a non-threatening manner.
Leave the residence when told to.
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Safety First Team Tactics
Would you approach Bring a buddy.
their front porch if Someone take the
you had to address a lead.
complaint? Give thorough details
Yes… of expectations.
No… Issue a deadline for
Maybe… abatement.
What is your
reasoning?
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Be wary of your surroundings Positive Attitudes
People with positive attitudes look for the good in every
situation
One of my officers was carjacked by Positive attitudes creates positive experiences and
knifepoint as she sat parked on a city circumstances
street updating her cases in the computer. Offers an optimistic viewpoint and makes it easier to
cope with negative thinking
Details… Positive attitude will bring constructive changes and lead
to a more successful
A person with a positive attitude expects the best to
happen
Positive people usually are not our problem…but we can
turn them negative with little or no effort (more about
this later)
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Different kinds of
attitudes
Attitude types
People act differently when
confronted with different
Optimism Respectful
situations. The skill is for Pessimism Authoritative
citizens not to feel
confronted when code Confident Sincere
officers approach them with
an issue. Interested Persistent
For example, a person may
act cheerfully watching Jealous Honest
movies but may not react
cheerfully when going to the Courteous Sympathetic
mall. Understand that just
because someone doesn’t
Cooperative Decisive
find pleasure in going to the Considerate Hostile
mall doesn’t mean they are
not cheerful. Inferior Determined
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Aggressive
Behavior
Aggressive behavior
Dealing with aggression Aggressive behavior can be detrimental to the person
can be difficult and
stressful. who has these tendencies and to others, code officers,
What is stressful about who come into contact with them.
dealing with aggressive It is not important for you to be able to determine why
behavioral people? these citizens are aggressive people…it is more
Aggression is defined as important to discern that they are actually aggressive
any behavior that is
and potentially dangerous to you life, health and safety.
intended to harm another
person who does not Only in if you are dealing with an aggressive behavioral
want to be harmed. loved one should you make an effort to control their
aggressive behavior.
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Aggressive
Causes of aggressive behavior
Behavior Aggressive behavior can be triggered by almost any
stimulus. Usually underlying issues are the root cause
that contribute to aggressive behavior.
The famed Mayo
Substances can increase the probability of increased
Clinic list that aggression. Drugs and alcohol will affect a person’s
aggressive aggression.
behavior as one How many of you have that friend…you know the one
of the top ten who drinks and increasing becomes more angry with
symptoms that every sip…
should NEVER Genetic disposition also plays a role in aggressive
be ignored behavior…
How?
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How code officers incite
Passive aggression
aggression from citizens
Demeanor: Passive Aggression:
The indirect expression of hostility, such
Over-bearing attitude
as procrastination, sarcasm, stubbornness,
Officer over-aggression
sullenness, or deliberate or repeated
Arrogance failure to accomplish requested task for
Dirty Harry which one is often explicitly responsible.
John Wayne Have you ever had that citizen that
Roscoe P. Coltrane exercised a passive aggressive stance with
you?
Share your experience…
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Passive aggression Passive aggression
A passive aggressive person might appear to
Passive aggressive behavior is a pattern agree with an code officers request but rather
of indirectly expressing negative feelings than comply with the request, however, he or
instead of openly addressing them. she might express anger or resentment by
failing to follow through or missing abatement
There is a disconnect between what a
deadlines.
passive aggressive person says and what
Don’t drink the juice!
he or she does.
If they don’t comply with your request, don’t get
Have you had a citizen that used passive lulled into their twisted psychological games.
aggressive tactics on you instead of Take the next step in you enforcement action…
dealing directly with a problem they may
have with you?
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Signs of passive aggression Passive Aggressive exercise
Resentment and opposition to the demands of code
officers Scenario based exercise purposed for the
Procrastination and intentional mistakes in response to identification of passive aggressive citizens
your demands
and the various methods that they
Cynical, sullen or hostile attitude
Frequent complaints about feeling harassed, cheated or
respond.
simply being singled out
Be able to identify if you are dealing with a passive
aggressive citizen and hold firm to your policies,
procedures and ordinances…let them work for you
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What irks your
What irks our citizens?
citizens?
You can obtain a better
understanding of what
Being told what they can
irks your citizens if you
do on their property
empathize with them.
Displaced freedoms
Empathy simply means to
What are some other put yourself in someone
points of contention that else's shoes.
irks our citizens?
Empathy will assist you
How does knowing these on how you communicate
points help you when de- with your citizens better
escalating situations with based on your own ability
your citizens? to feel what they are
feeling.
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Learning Diversity in Code
De-escalate
through Enforcement and Inspections
communication
Understanding different cultures will assist
The first and most code enforcement in communicating with
important difficult people.
component for de-
escalating a For this reason, we will deal with the issue
confrontation with a of diversity in this training.
citizen is using good
communication
skills…verbal and
non-verbal.
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Learning Diversity in Code Learning Diversity in Code
Enforcement and Inspections Enforcement and Inspections
Communities and agencies across America have Community involvement and education of
struggled for many years with the issues of race, citizens will garner support for our efforts.
ethnicity, culture and gender.
Our agencies must reflect the communities
In the past 30 years, these struggles have
become more complex and challenging as large
we serve.
numbers of non-English speaking immigrants, Every day, we encounter individuals from
documented and undocumented, have come to different cultural backgrounds, religions
America seeking religious, economical and and sexual orientations.
political freedoms.
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Stereotypes Stereotype- African American Men
Definition: What are some of the
stereotypes that
Stereotype is a thought that can be
society may have
adopted about specific types of individuals regarding African
or certain ways of doing things. These Americans?
thoughts or beliefs may or may not List them…
accurately reflect reality. Truth or Fiction?
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Stereotype- Hispanic Men Stereotype- Asian Men
What are some of the What are some of the
stereotypes that stereotypes that
society may have society may have
regarding Hispanic regarding Asian men?
men? List them…
List them… Fact or fiction?
Fact or fiction?
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Stereotype- Caucasian Men Stereotype
What are some of the What happens if we subject ourselves to
stereotypes that the various stereotypes that people
society may have subscribe to?
regarding Caucasian
men? What happened in Remember the Titans?
List them… Open discussion…
Fact or fiction? How does it alter how we complete our
duties?
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Name a 60’s
Television Show To
Name a 60’s Receive Recognition
Television Show To for Diversity
Receive Recognition
Captain Kirk
for Diversity
Lieutenant Uhura
Ensign Chekov-
What was the show? Engineer Scotty
Dr. McCoy
Spock
In essence, Star Trek
wasn’t a show about
diversity. Truth is, the show
centered around a
Caucasian guy sitting in the
big chair calling the shots.
Not that he doesn’t deserve
to be…just an observation.
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Primary Dimensions of Diversity Diversity
Age While each dimension adds a layer of
Ethnicity complexity, it is the dynamic interaction
Gender
among altogether the dimensions that
helps us read into the person or persons
Mental/physical abilities and
that we are obligated to interact with.
characteristics
Race
Sexual orientation
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Diversity “Super-Cop”
With the ever growing diverse population, Ol’ Otis
the word ”minority” may no longer have exemplifies
meaning to this and future generations. the need for
How has the population, as it relates to
verbal judo
race, has changed?
What impact does this make to the
diversity of our land?
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What is the “Super-Cop” Gene
What is the “Super-Cop” Gene?
cont…
Itis the gene in someone’s DNA It
is the gene in someone’s DNA
that causes them to behave in a that gives them the false sense of
manner that creates the emotion power through the position they
of inferiority in others. hold.
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What is the “Super-Cop” Gene What is the “Super-Cop” Gene
cont… cont…
Itis the gene in someone’s DNA It
is the gene in someone’s DNA
that cause them to bully someone that cause them to approach in
into gaining compliance instead of an over-assertive, over-
using persuasive techniques. aggressive manner with the intent
to intimidate.
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What is the “Super-Cop” Gene
cont…
Itis the gene in someone’s DNA
that exudes body language that is
“Super-Cop” Gene
threatening in manner and Exercise
offensive.
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Negative “Super-Cop” behaviors
cont…
Finger pointing…
Negative “Super-Cop”
In someone’s personal space…
behaviors. Rolling of the eyes…
T.O.P. Index…”Tick off Sigh…
people” Loud tone of voice…
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How can we remove the Verbal Judo Versus
“Super Cop” gene? Verbal Karate
Verbal Judo
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Verbal “Judo” Verbal “Karate” Verbal Karate is…
Judo is a sport of self defense without the Theunprofessional use of
use of weapons.
language, because you’re using
words to express your feelings…
Karate is a self defense system
characterized by sharp, quick blows
delivered by hands and feet.
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Things you should never say to
anyone…
“Come Here!”
“People don’t care what you
“Because those are the rules.”
know until they know that
“It’s none of your business.”
you care.”
“Calm down.”
“You never…” or “You always…”
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What is “Empathy?”
Identification with and
The Most Powerful Word In understanding of another’s
The English Language… situation, feelings, and motives.
Em- Latin roots means “to see
“Empathy” through“ and Pathy- Greek roots
meaning “the eye of the other.”
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What is “Sympathy?”
“Empathy” is the most
crucial skill in Verbal A relationship between people
or things in which whatever
Judo affects one…affects the other.
Not Sympathy!
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“Empathy” “Sympathy”
Iunderstand that you don’t Iam sorry you don’t have the
have the money to repair the money to repair your vehicle…
vehicle in your driveway but
you are required to move it
out of public view…
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“Empathy” is the quality of
standing in another’s shoes
and understanding where How To Diagnose a
they are coming from. Verbal Encounter…
Empathy ‘absorbs’ P.A.C.E.
tension…
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P.A.C.E. Four Steps To A Healthy Dispute
P- Problem (situation you are in) Paraphrase- sincerely re-phrase their
statement.
A- Audience (to whom you are
Paraphrase Again- it shows you
speaking) understand their issue.
C- Constraints (obstacles to Refocus others attention- using a sincere
effective communication) tone, “let me ask you something?...”
Say What You Want To Say-…state your
E- Ethical presence (your case.
professional face)
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How To Interrupt…Gently Use An Empathetic Sentence
Sword of insertion: “Let me be sure I understand you”
When people are in a tirade, upset, or “Let me be sure we are on the same
basically just angry, let them vent then wavelength”
strategically wedge in “Wait a second”, “Let me be sure I heard that”
“Listen”, or “Whoa”. Be careful not to Now acknowledge that you understand.
sound angry when you say it!
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Two Principals For Dealing With
Difficult People
Let the person say what they want as long
“When you react you’re as they do what you say.
being controlled”
And…
“When you respond Always go for the Win-Win solution. You
you’re dealing with can give the citizen the last word because
you have the last action.
it”
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Verbal Abuse Soul Searching Exercise
Realize that you will always have receive
abuse for the rest of your life!
So you might as well learn how to skillfully
interact with those citizens and…
Maintain the position of advantage.
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Five-Step Hard Style
Asking stage. (who, what etc…)
Set the context. (telling why)
Present options. (in their best interest) EXERCISE
Confirmation. (Compliance or non-
compliance Dispute Resolution
Take action
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If I was successful…you have
learned how to…
Remain under emotional control
When someone is during disagreements.
screaming at you… Ensure that you are understood.
Employ empathy to stay engaged
Whisper….. with people.
Use words instead of actions to
achieve goals.
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The End
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