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6 Cards in this Set
- Front
- Back
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V&T 4 STEP PROCESS |
1. Greeting ID Self/Dept. 2. Reason for Stop, any legal justification 3. Drivers License (Pause). Registration and Insurance Card 4. Decision CLOSE |
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5 STEP PERSUASION SYSTEM |
1. Ask 2. Set Context (Explain) 3. Present Options 4. "Sir, is there anything I can say to earn your cooperation at this time? I would like to think so." (Confirm) 5. ACT |
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The Five Conditions When Words Fail |
S ECURITY: Whenever others in immediate jeopardy ACT. Property under your control threated ACT. A TTACK: Whenever personal danger zone violated ACT. Based upon: 1-Training, 2-Sitation F LIGHT: Whenever person unlawfully flees ACT. E XCESSIVE REPETITION: 1. No voluntary compliance, 2. You have exhausted all verbal options ACT. R EVISED PRIORITIES: Whenever a matter of high priority requires your immediate attention or presence ACT. |
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DEFLECTING VERBAL ABUSE |
1. Deflecting Phrase 2. "BUT" 3. Focus on your goal I heard that BUT I got that BUT After BUT... use only words that serve your professional purpose. Words that focus on your goal. |
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EMPATHY |
1. "I know you are better than this." 2. "I agree with you. I don't blame you for being (emotion). I'm sorry that (whatever occurred)." 3. "Now let me tell you what you can do/How can I help you?" |
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PARAPHRASING |
"Let me be sure I understand what you just said." |
