Conflict De-Escalation Corporate Security 2013

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This presentation is designed to help employees become better trained and equipped when dealing with angry and potentially hostile persons.

In this presentation, we will review the following:

Review warning signs for violent behavior Recognizing violent behavior Review de-escalation tactics

Introduction

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Initial Customer Contact

Do your “HOMEWORK”

1. Review the customer’s account.2. Review the contacts.3. Understand the company’s and customer’s position

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Predicting Violence

Indicators of Potential Violence

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Indicators-Verbal Threats

1. Customer verbalizes a threat of violencea. Manipulative Threat/Conditionb. Unconditional Threatc. Veiled Threatd. Direct Threat

Remember! When a customer threat is received by the Call Center and the caller states that he/she will physically harm “the next DE employee they see (usually between “cuts”)”, a law enforcement escort should be used when returning to the residence. Only in rare instances (with supervisory and EPS consultation) should this practice not be followed.

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Our Second Indicator of Potential Violence

2. History of Violence

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The Third Indicator; Gut Feeling

3. Gut Level Feeling

The third indicator is “Your Gut Level Feeling.” What does the gut level feeling tell you about this person? “Don’t ignore your intuitive nature” “This is your bodies built in warning mechanism” Listen to it!

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Stages of Escalation

1. Anxiety - sweating, pacing, fast breathing, red face and fist clenching2. Loss of Verbal Control - using profanity, voice tone, etc.3. Physical Attack

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REMEMBER

If the situation escalates to the point where you feel threatened or you believe a physical attack may be made against you….

Calmly and quickly walk away and immediately leave the area.

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Reactive Threats via Telephone, Mail or E-mail

Did the subject threaten a consequence if an action or result did or did not occur?

ExamplesTwo or more incidents of threat from the same customer via telephone, mail,

or e-mail, or threats of harm that are non-specific;

Threats involving unresolved situations that pose a likelihood of continued exposure to risk (e.g., telephone threats on delinquent account when an employee is scheduled to shut off electricity/gas).

Threats concerning vegetation issues; contact EPS

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Your Response to a threat

Employee should do the following: Report the incident to management and EPS Complete an EPS Incident Report

EPS will contact: Subject Local Law Enforcement, if escalated Office of General Counsel will support EPS, if the matter escalates

(Optional) law enforcement on behalf of the employee (Optional) local prosecutor’s office for a restraining order against customer

EPS needs the following information Nature of contact between DE and the subject Explanation of DE efforts to resolve the conflict or reason for contact Description of incident

EPS advises employee and management of subject responses

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Contact with Customer

Customer information

1. Detailed information is critical.2. Look for security information on the customer account3. CS is not always at their computer and customer files are not always accessible.4. Emphasis: On name, phone numbers (Primary and Secondary), address and the

nature of the threat or issue.5. When dealing with a “Hostile Customer” and the critical contacts recommend a LE

escort, they are there for your personal safety. Don’t endanger other employees by taking a co-worker instead of a police officer.

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Immediate and Serious Threat : Close Proximity

Did the subject threaten an immediate consequence if an action or result did or did not occur?Examples:

Bomb threats, incidents involving deadly weapons;Specific threats of violence

– “I am going to shoot the next…”– “I am going to beat the next..”

Other incidents that the employee or management believes warrant classification as “immediate and serious”.

– Threatening to turn a dog out on an employee– Refuses to restrain a dog – Attempts or threatens to detain an employee – “Your-Gut-Level-Feeling, that something is “wrong”– Potential weapon use

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Immediate and Serious Threat : Close Proximity

Employee should do the following: Contact 911, if immediate harm is feared Report the incident to management and Regional Corporate Security

EPS contacts: Local Law Enforcement, Office of General Counsel will support EPS

law enforcement on behalf of the employee local prosecutor’s office for a restraining order against customer

EPS needs the following information Nature of contact between DE and subject Explanation of DE efforts to resolve the conflict or reason for contact Description of incident

EPS advises employee and management of subject response

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De-escalation tactics

Have A Plan!!

• Expand your awareness of the environment• Develop an escape route; park in a visible, well lit spot• Identify obstacles and defensive tools• Maintain a safe distance; do not sneak onto property

• Try to keep obstacles in between you and the aggressor• Never approach an angry person’s personal space

• Keep your emotions in check• Ignore sarcastic remarks and personal insults• Fear /anger escalate a threatening situation to an attack• Wear visible DE ID and PPE• Deal with the COR; don’t discuss account with other persons• Threats for re-connection: Re-connect and leave and notify supervision

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Re-Connections

Employees need to be prepared to accommodate any reconnect demands from an irate customer. If the customer threatens you, blocks your path, or in any way demands their electrical service be reconnected before you leave or they will take any type of physical action against you, you are to-

Reconnect the electrical service and avoid all confrontation whether physical or verbal and leave.

Employees will then get out of the area and when it is safe they will report the threats to the appropriate authorities as needed and then to their supervisor immediately.

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Things to Avoid

Behaviors and Actions to Avoid

• Never - Assume you know how the subject feels or the issue without asking and actively listening

• Never - Ignore indirect signs of displeasure.• Avoid - Suggesting a solution before you’ve “heard” the subject out.• Avoid – Apologizing before listening and responding with empathy.• Avoid - Making suggestions without involving the subject.• Never - turn your back to an angry subject

• Avoid - a “Closed” Body posture• Avoid - a hostile or obvious defensive position

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HEAT

Tactics to De-Escalate “Taking-the-HEAT”

• Hear – actively listen to the subject and understand the issue/concern• Empathize - with on a human level• Apologize for the problem or inconvenience, which is not the same as accepting blame.• Take responsibility for action by:

• Further clarifying the situation; repeat what you hear verifying understanding• Meeting or exceeding subject’s needs.• Confirming subject’s satisfaction.

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Reduce your Exposure

Tactics to reduce your risk• Only carry the cash and credit cards that you need• Remain Alert to your surroundings

• pay attention to what is happening around you• pay attention to who is approaching you or your vehicle

• stay in well lighted areas, if possible• Use flashlights and vehicle lights to your tactical advantage, aim the lights into their field of view• keep a company radio, cell phone with you at all times

• stay in public view• don’t overload yourself with tools and material• know the neighborhoods,

• know how to get in and out, quickly• location of hospitals, police and fire stations

• KNOW YOUR CURRENT LOCATION, at all times: 911 Address!

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Our Goal

Avoid all physical altercations keeping employees safe.

Both Employee and Customer will be in a win-win situation.

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Security Contact Information

For additional questions or concerns contact your Regional EPS Specialist or call the Security Command Center at 704-382-1234