DEALING WITH DISRUPTIVEDANGEROUS PATRONS

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DEALING WITH DISRUPTIVE/DANGEROUS PATRONS

• John Nicoletti, Ph.D.
• Nicoletti-Flater Associates
• 303-989-1617
• www.n-fa.com

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Patron Categories

• Delightful
• Task-Oriented
• PIBs
• __________________________________
• Disruptive
• Volatile
• Violent

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Todays Focus

• Disruptive
• Volatile
• Violent

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METHODS OF GAINING COMPLIANCE

• POWER
• PHYSICS
• FORCE
• INFLUENCE
• PSYCHOLOGY
• MAGIC

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ROLES

• OBSERVER/REINFORCER
• PROBLEM SOLVER
• MEDIATOR/NEGOTIATOR
• ENFORCER/RESCUER

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PERSONAL SAFETY AND SURVIVAL COMPONETS

• DETECTION/AWARENESS
• SIGNS/SIGNALS
• PRACTICE SESSIONS

RESPONSE OPTIONS STRATEGIC AND PRE-ESTABISHED
PERMISSION TO RESPOND AND PROTECT
EXTERNAL INTERNAL
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IDENTIFYING THREATS
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PRACTICE SESSIONS CHARACTERISTICS

• THERE WILL ALWAYS BE PRACTICE SESSIONS

WHAT ARE PRACTICE SESSIONS? Normal
Behaviors Boundary Probing Behaviors Attack
Related Behaviors - Dehumanization/Desensitiza
tion Attack Behaviors
PRACTICE SESSIONS INCREASE WHEN THERE ARE NO
TREES (DETERRENTS)
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INDIVIDUAL REACTIONS TO TREES
WHEN A TREE IS PLACED AFTER A PRACTICE SESSION
THE INDIVIDUAL HAS A CHOICE TO EITHER BACK OFF
OR CLIMB OVER IT
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TREES CATEGORIES

• CATEGORY I
• QUESTIONING

CATEGORY II CONFRONTING
CATEGORY III CONSEQUENCES
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HARD STYLE VERBALIZATIONS

• ASK FOR COMPLIANCE
• SET CONTEXT COMPANY POLICIES
• PRESENT OPTIONS COMPLY OR ELSE
• REPEAT OPTIONS
• ACT

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ACT GUIDELINES

• ACT should be used as an option in the
• following conditions when either words fail or
• you are not given an opportunity to use them.
• CONDITION 1 Whenever your personal safety zone
  has been violated.
• CONDITION 2 Whenever others are in imminent
  danger or property under your control is
  threatened.
• CONDITION 3 Whenever the individual engages in
  active resistance (i.e., runs past you to another
  employees office)
• CONDITION 4 Whenever you have exhausted all of
  your verbal options and have not achieve
  compliance.
• CONDITION 5 Whenever a matter of higher
  priority develops and requires your attention.
• REMEMBER ACT With a Plan and ACT Quickly

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BASIC INTERVENTION PROCEDURE

• ASSESS
• INITIATE AN ACTION
• EVALUATE RESUTLS
• READJUST