Wednesday, July 11, 2018
8:00 AM – 5:30 PM
Shrewsbury Public Library
609 Main St
Shrewsbury, MA 01545
Verbal Judo is an effective program to generate voluntary compliance from difficult and sneaky people at their worst.
The program addresses the challenges library staff experience:
- influences – drugs & alcohol
- inappropriate pet behavior
- damaged media
- overdue fines
- inappropriate internet use
- homelessness, & mental health challenges
This training can help keep staff safe, be more professional in stressful situations, and even help internally within and between teams.
This program centers around 5 universal truths . . . the first:
“All People want to be treated with dignity and respect”
- Please bring:
- A pen
- Ideas of situations or questions you would like addressed in class
- Continental breakfast & box lunch
Verbal Judo was originally developed for police, but has many benefits for all, as the goals of the course reveal:
- Employee Safety
- Enhance Professionalism
- Decrease Liability
- Decrease Complaints
- Lessen Stress
- Improve Outcomes
- Improve Morale
This course will help staff understand:
- Their own style . . . what works and what doesn’t.
- Learn to control their own minds in difficult situations.
- Apply proven techniques to de-escalate difficult or sneaky people with those not thinking rationally but needing help.
- Learn the key ingredients to persuade people to change behavior.
- History of the program and who developed it.
- Videos, discussions, workbooks, real life examples and practice.
- Course goals, and traits of a pro.
- 3 kinds of people; learn to quickly ID and change your approach for each.
- Learn about the “Jerk Pyramid” to help prevent burn-out.
- How to handle verbal abuse.
- Know your weaknesses, and learn to control your mind with that difficult or sneaky person.
- Art of Representation, know your role and balance.
- Listening is a diminishing skill, but is tactical.
- 3 street truths, learn the tools to use them effectively.
- 8-step contact, always use.
- 5-step hard style, when you meet resistance.
- SAFER, the acronym when words fail, and you need to act.