Post on 09-Mar-2021
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DEALING WITH DIFFICULT DEALING WITH DIFFICULT PEOPLEPEOPLE
INTERVIEWING INTERVIEWING TECHNIQUESTECHNIQUES
TIM BURNSTIM BURNSCITY OF SPOKANE WACITY OF SPOKANE WA
(509) 625(509) 625--67426742toburns@spokanecity.orgtoburns@spokanecity.org
PERSONAL PROFILEPERSONAL PROFILE San Jose State University graduate, BS in San Jose State University graduate, BS in
Criminal JusticeCriminal Justice Life Time Part Time Community College Life Time Part Time Community College
Teaching CredentialTeaching Credential Retired Police Officer, 20 yearsRetired Police Officer, 20 years Code Enforcement Officer, City of Code Enforcement Officer, City of
Hollister 3 yearsHollister 3 yearsHollister, 3 yearsHollister, 3 years Code Enforcement Officer and Code Enforcement Officer and
Neighborhood Preservation Division Neighborhood Preservation Division Manager, City of Visalia, 5 yearsManager, City of Visalia, 5 years
Administrative Hearing Officer, County of Administrative Hearing Officer, County of TulareTulare
Police Ombudsman, City of Spokane, 2 Police Ombudsman, City of Spokane, 2 yearsyears
INTERVIEW INTERVIEW TECHNIQUESTECHNIQUES
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NERVOUS HABBITNERVOUS HABBITRECOGNITIONRECOGNITION
YAWNINGYAWNING SMILINGSMILING GINGLING POCKET CHANGE or KEYSGINGLING POCKET CHANGE or KEYS DRY MOUTH, WETTING LIPSDRY MOUTH, WETTING LIPS GUM CHEWING, SMOKING, EATING GUM CHEWING, SMOKING, EATING
OR DRINKINGOR DRINKING FOOT TAPPINGFOOT TAPPING OTHERS ?OTHERS ?
BODY LANGUAGEBODY LANGUAGE
OPEN ARMS, LEANING FORWARD, OPEN ARMS, LEANING FORWARD, SMILINGSMILING
ARMS WRAPPED AROUND UPPER ARMS WRAPPED AROUND UPPER BODYBODYBODYBODY
ARMS CROSSED, FISTS CLENCHEDARMS CROSSED, FISTS CLENCHED STARING YOU IN THE EYESSTARING YOU IN THE EYES LOOKING AT WATCHLOOKING AT WATCH ROLLING EYESROLLING EYES
BUZZ WORDS & ACTIONSBUZZ WORDS & ACTIONS
STANDING WITHIN PERSONAL STANDING WITHIN PERSONAL SPACESPACE
TALKING DOWN TO AN INDIVIDUALTALKING DOWN TO AN INDIVIDUALGREETINGS LIKE HEY BUDDY PAL GREETINGS LIKE HEY BUDDY PAL GREETINGS LIKE: HEY BUDDY, PAL GREETINGS LIKE: HEY BUDDY, PAL or SPORTor SPORT
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PHYSICAL SAFETYPHYSICAL SAFETY
OFFICE LAY OUTOFFICE LAY OUT OFFICE SECURITYOFFICE SECURITY Background on Individual's you are Background on Individual's you are
i t ti ithi t ti ithinteracting withinteracting with Anniversary dates/ HolidaysAnniversary dates/ Holidays
RESCHEDULE THE RESCHEDULE THE APPOINTMENT IF?APPOINTMENT IF?
THE INTERVIEWEE IS:THE INTERVIEWEE IS:
UNDER THE INFLUENCE OF UNDER THE INFLUENCE OF ALCOHOL OR DRUGSALCOHOL OR DRUGSALCOHOL OR DRUGSALCOHOL OR DRUGS
HAS MENTAL HEALTH ISSUESHAS MENTAL HEALTH ISSUES NO PATH TO RETREATNO PATH TO RETREAT 66THTH SENSE SAYS NOSENSE SAYS NO
INTERVIEW TECHNIQUESINTERVIEW TECHNIQUES
GET THE BASIC INFORMATIONGET THE BASIC INFORMATION WHOWHO WHAT WHAT WHERE WHERE WHENWHEN WHY andWHY and HOWHOW
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WHOWHO
FULL NAMEFULL NAME ADDRESSADDRESS AGE (OPTIONAL)AGE (OPTIONAL) PHONE NUMBER(S)PHONE NUMBER(S) E MAIL ADDRESSE MAIL ADDRESS BEST TIME TO CONTACTBEST TIME TO CONTACT OTHER ?OTHER ?
WHATWHAT
WHAT ARE YOUR INITIAL WHAT ARE YOUR INITIAL OBSERVATIONS UPON CONTACT?OBSERVATIONS UPON CONTACT?
WHAT IS YOUR REASON FOR BEING WHAT IS YOUR REASON FOR BEING THERE? (ARE THEY THE RP OR PO)THERE? (ARE THEY THE RP OR PO)THERE? (ARE THEY THE RP OR PO)THERE? (ARE THEY THE RP OR PO)
WHAT IS THE COMPLAINT?WHAT IS THE COMPLAINT? WHAT EVIDENCE CAN THE PROVIDE WHAT EVIDENCE CAN THE PROVIDE
OR USE TO REBUTT THE OR USE TO REBUTT THE ALLEGATION?ALLEGATION?
WHAT VIOLATION ACTUALLY EXIST?WHAT VIOLATION ACTUALLY EXIST?
WHENWHEN
DID THE VIOLATION FIRST BECOME DID THE VIOLATION FIRST BECOME APPARENT?APPARENT?
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WHEREWHERE
IS THE VIOLATION OCCURRINGIS THE VIOLATION OCCURRING
WHYWHY
WHAT IS THE CAUSEWHAT IS THE CAUSE
HOWHOW
ELEMENTS OF THE VIOLATIONELEMENTS OF THE VIOLATION
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INTERVIEWINTERVIEWversusversus
INTERROGATIONINTERROGATION
INTERVIEWINTERVIEW
ESTABLISHES ESTABLISHES HISTORY,HISTORY, BACKGROUND, BACKGROUND, FACTS,FACTS, CIRCUMSTANCESCIRCUMSTANCES MOTIVATIONMOTIVATION
INTERROGATIONSINTERROGATIONS
NOT RECOMMENDED FOR MOST NOT RECOMMENDED FOR MOST CODE ENFORCEMENT MATTERSCODE ENFORCEMENT MATTERS
IT IS A CONFRONTATION WITH IT IS A CONFRONTATION WITH STATEMENTS AND EVIDENCE STATEMENTS AND EVIDENCE STATEMENTS AND EVIDENCE STATEMENTS AND EVIDENCE KNOWNKNOWN
NOT SEEKING ADDITIONAL NOT SEEKING ADDITIONAL INFORMATIONINFORMATION
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GOAL OF CODE ENFORCEMENTGOAL OF CODE ENFORCEMENT
GAIN GAIN VOLUNTARY VOLUNTARY VOLUNTARY VOLUNTARY COMPLIANCECOMPLIANCE
BE POSITIVE, ATTITUDE IS BE POSITIVE, ATTITUDE IS EVERYTHINGEVERYTHING
WHAT CAN I DO TO HELP YOU TO WHAT CAN I DO TO HELP YOU TO HELP YOURSELF?HELP YOURSELF?
THINK SOLUTIONS!THINK SOLUTIONS! THINK SOLUTIONS!THINK SOLUTIONS! DO I NEED TO HAVE A 100% DO I NEED TO HAVE A 100%
COMPLIANCE OR WILL 80% COMPLIANCE OR WILL 80% SUFFICE?SUFFICE?
HUMAN INTERACTIONSHUMAN INTERACTIONS
HopeHope ConfidenceConfidence WarmthWarmth Sympathy, EmpathySympathy, Empathy Desire to helpDesire to help LeadershipLeadership
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BREAKDOWNS TO EFFECTIVE BREAKDOWNS TO EFFECTIVE COMMUNICATIONCOMMUNICATION
AssumingAssuming Being RightBeing Right DerailingDerailing RehearsingRehearsing RehearsingRehearsing DistractingDistracting IdentifyingIdentifying Filtering InterrogatingFiltering Interrogating JudgingJudging SpeculatingSpeculating
EFFECTIVE LISTENINGEFFECTIVE LISTENING
AcknowledgeAcknowledge ValidateValidate
S thiS thi SympathizeSympathize EmpathizeEmpathize ClarifyClarify SummarizeSummarize
SUGGESTIVE QUESTIONSSUGGESTIVE QUESTIONS
AVOID DIRECTING OR LEADING AN AVOID DIRECTING OR LEADING AN INDIVIDUAL TO GIVE THE DESIRED INDIVIDUAL TO GIVE THE DESIRED RESPONSERESPONSE
AVOID SUGGESTING THE ANSWERAVOID SUGGESTING THE ANSWER
USE OPEN ENDED QUESTIONSUSE OPEN ENDED QUESTIONS IF POSSIBLE, KNOW THE ANSWER IF POSSIBLE, KNOW THE ANSWER
BEFORE ASKING THE QUESTIONBEFORE ASKING THE QUESTION BE PATIENT, DON’T ANSWER THE BE PATIENT, DON’T ANSWER THE
QUESTION FOR THE PERSONQUESTION FOR THE PERSON
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LYINGLYING
LYING IS PART OF EVERYDAY LIFELYING IS PART OF EVERYDAY LIFE BOTH SEXES LIE WITH EQUAL BOTH SEXES LIE WITH EQUAL
FREQUENCYFREQUENCYANYONE UNDER PRESSURE WITH AN ANYONE UNDER PRESSURE WITH AN ANYONE UNDER PRESSURE WITH AN ANYONE UNDER PRESSURE WITH AN INCENTIVE MAY LIE.INCENTIVE MAY LIE.
“A LIE TOLD OFTEN ENOUGH “A LIE TOLD OFTEN ENOUGH BECOMES THE TRUTH”BECOMES THE TRUTH”
3 STAGES OF MEMORY3 STAGES OF MEMORY
ACQUISITIONACQUISITION RETENTIONRETENTION RETRIEVALRETRIEVAL
MEMORYMEMORY
MEMORY IS NOT THE SAME AS THE MEMORY IS NOT THE SAME AS THE TRUTHTRUTH
IT IS NOT LIKE A VIDEO CAMERAIT IS NOT LIKE A VIDEO CAMERA MEMORY IS FALLIBLE. PEOPLE MAKE MEMORY IS FALLIBLE. PEOPLE MAKE
MISTAKESMISTAKESMISTAKESMISTAKES ALMOST ALL EYE WITNESSES ARE ALMOST ALL EYE WITNESSES ARE
PARTIALLY WRONGPARTIALLY WRONG POST EVENT INFORMATION DISTORTS POST EVENT INFORMATION DISTORTS
THE MEMORYTHE MEMORY EVENT FACTORS CAN ALTER PERCEPTION EVENT FACTORS CAN ALTER PERCEPTION
AND DISTORT THE MEMORYAND DISTORT THE MEMORY
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FACTORS INFLUENCING FACTORS INFLUENCING MEMORYMEMORY
SLEEP DEPRIVATIONSLEEP DEPRIVATION DRUGSDRUGS ALCOHOLALCOHOL MENTAL ILLNESSMENTAL ILLNESS DESIRE TO BE HELPFULDESIRE TO BE HELPFUL OVERHEARING OTHERS OVERHEARING OTHERS
STATEMENTSSTATEMENTS
THE INTERVIEW PROCESSTHE INTERVIEW PROCESS
BE PREPARED, DO YOUR RESEARCH, HAVE AS BE PREPARED, DO YOUR RESEARCH, HAVE AS MUCH BACKGROUND INFO AS YOU CANMUCH BACKGROUND INFO AS YOU CAN
KNOW THE FACTS OF THE CASEKNOW THE FACTS OF THE CASE DRESS APPROPRIATELYDRESS APPROPRIATELY PRIVATE ROOM, FREE OF DISTRACTIONSPRIVATE ROOM, FREE OF DISTRACTIONS PRIVATE ROOM, FREE OF DISTRACTIONSPRIVATE ROOM, FREE OF DISTRACTIONS STAND OR SIT ERECTSTAND OR SIT ERECT LOOK AND ACT CONFIDENTLOOK AND ACT CONFIDENT BE AWARE OF YOUR SURROUNDINGSBE AWARE OF YOUR SURROUNDINGS TAKE NOTESTAKE NOTES STAY FOCUSEDSTAY FOCUSED
MAINTAIN A SAFE MAINTAIN A SAFE DISTANCEDISTANCE
WATCH PEOPLE’S WATCH PEOPLE’S HANDSHANDS
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DEVELOP RAPPORTDEVELOP RAPPORT““SELL YOURSELF”SELL YOURSELF”
BE FRIENDLY, BUT BE IN BE FRIENDLY, BUT BE IN CONTROLCONTROL
SHAKE HANDSSHAKE HANDSSMILESMILESMILESMILE
AVOID OFFICIAL TITLES, WHO AVOID OFFICIAL TITLES, WHO CARESCARES
USE WORDS THAT THE USE WORDS THAT THE MEANING IS UNDERSTOODMEANING IS UNDERSTOOD
BE BE PROFESSIONALPROFESSIONALPROFESSIONALPROFESSIONAL
DIFUSE ARGUMENTSDIFUSE ARGUMENTS
AVOID PROFANITY,STOP THEM FROM AVOID PROFANITY,STOP THEM FROM USING PROFANITYUSING PROFANITY
“STOP, LET ME FINISH.”“STOP, LET ME FINISH.”OTHERS?OTHERS? OTHERS?OTHERS?
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SIGNS OF DECEPTIONSIGNS OF DECEPTION
TRUTHFUL PEOPLETRUTHFUL PEOPLE ARE FLUID, ARE FLUID, SPEAK EASILY AND SPEAK EASILY AND REMEMBER DETAILSREMEMBER DETAILS REMEMBER DETAILS.REMEMBER DETAILS.
DECEPTIVE PEOPLEDECEPTIVE PEOPLE ARE TENSE,ARE TENSE, PULL BACK ANDPULL BACK AND HAVE A MEMORY OF CONVENIENCEHAVE A MEMORY OF CONVENIENCE
STALLING TACTICSSTALLING TACTICS
REPEATS THE QUESTION BACK TO REPEATS THE QUESTION BACK TO YOUYOU
SIMPLY DOES NOT ANSWER THE SIMPLY DOES NOT ANSWER THE QUESTIONQUESTIONQUESTIONQUESTION
ASK YOU TO REPEAT THE QUESTIONASK YOU TO REPEAT THE QUESTION DOES NOT ANSWER THE QUESTION DOES NOT ANSWER THE QUESTION
WITH AN APPROPRIATE RESPONSEWITH AN APPROPRIATE RESPONSE
QUESTIONING TECHNIQUESQUESTIONING TECHNIQUES
FACTUAL: MATTER OF FACTFACTUAL: MATTER OF FACT SYMPATHETIC: EMOTIONAL APPEALSYMPATHETIC: EMOTIONAL APPEAL FACE SAVING:BLAME SOMEONE ELSEFACE SAVING:BLAME SOMEONE ELSE COMPLIMENTARY:APPEALS TO THEIR EGOCOMPLIMENTARY:APPEALS TO THEIR EGO
INEPT MAKES THEM THINK YOU DON’T INEPT MAKES THEM THINK YOU DON’T INEPT: MAKES THEM THINK YOU DON’T INEPT: MAKES THEM THINK YOU DON’T KNOW MUCHKNOW MUCH
APATHETIC: QUESTION ASKING IS APATHETIC: QUESTION ASKING IS SIMPLY A FORMALITYSIMPLY A FORMALITY
HOSTILITY: GENERATES CITIZEN HOSTILITY: GENERATES CITIZEN COMPLAINTS THAT OTHERWISE MAY COMPLAINTS THAT OTHERWISE MAY BE PREVENTIBLEBE PREVENTIBLE
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DEALING WITH DIFFICULT DEALING WITH DIFFICULT PEOPLEPEOPLE
IN THE OFFICEIN THE OFFICE IN THE FIELDIN THE FIELD ON THE TELEPHONEON THE TELEPHONE ON THE TELEPHONEON THE TELEPHONE THROUGH AN E MAILTHROUGH AN E MAIL BY MAILBY MAIL THROUGH THE MEDIATHROUGH THE MEDIA THROUGH SOCIAL NETWORKSTHROUGH SOCIAL NETWORKS
SHOW TIMESHOW TIMESHOW TIMESHOW TIME
HEARING VERSUS LISTENINGHEARING VERSUS LISTENING
HEARING IS USING THE EARS TO HEARING IS USING THE EARS TO ACKNOWLEDGE THE SOUND OF ACKNOWLEDGE THE SOUND OF SOMETHINGSOMETHING
LISTENING MEANS UNDERSTANDING LISTENING MEANS UNDERSTANDING LISTENING MEANS UNDERSTANDING LISTENING MEANS UNDERSTANDING FROM THE PROSPECTIVE OF THE FROM THE PROSPECTIVE OF THE SPEAKERSPEAKER
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COMMUNICATION TOOLSCOMMUNICATION TOOLS
NONVERBALNONVERBAL VERBALVERBAL LISTENINGLISTENING WRITTENWRITTEN
NON VERBALNON VERBAL
EVERYTHING EXCEPT YOUR WORDS. EVERYTHING EXCEPT YOUR WORDS. IT INCLUDES YOUR BODY IT INCLUDES YOUR BODY LANGUAGE INCLUDING FACIAL LANGUAGE INCLUDING FACIAL EXPRESSIONS AND BODY ATTITUDEEXPRESSIONS AND BODY ATTITUDEEXPRESSIONS AND BODY ATTITUDEEXPRESSIONS AND BODY ATTITUDE
THINK BEFORE THINK BEFORE YOU SPEAK, YOU SPEAK, DON’T TAKE DON’T TAKE DON’T TAKE DON’T TAKE THE BAIT!THE BAIT!
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VERBALVERBAL
VERBAL COMMUNICATION IS MUCH VERBAL COMMUNICATION IS MUCH MORE THAN USING THE CORRECT MORE THAN USING THE CORRECT WORDS. IN INCLUDES:WORDS. IN INCLUDES:
YOUR GRAMMARYOUR GRAMMAR YOUR GRAMMARYOUR GRAMMAR VOICE TONEVOICE TONE VOICE VOLUME VOICE VOLUME VOICE CLARITYVOICE CLARITY
ACTIVEACTIVELISTENINGLISTENING
LISTENING IS MORE THAN JUST LISTENING IS MORE THAN JUST HEARING WORDS. GOOD HEARING WORDS. GOOD LISTENERS:LISTENERS:
ARE ATTENTIVEARE ATTENTIVE ARE ATTENTIVEARE ATTENTIVE ARE OPEN MINDEDARE OPEN MINDED DEMONSTRATE THEY ARE DEMONSTRATE THEY ARE
LISTENINGLISTENING TAKE NOTES AND OBSERVE BODY TAKE NOTES AND OBSERVE BODY
LANGUAGELANGUAGE
WRITTENWRITTEN
IS THE CLEAREST FORM OF IS THE CLEAREST FORM OF COMMUNICATION, HOWEVER YOU COMMUNICATION, HOWEVER YOU MUST REMEMBER TO USE WORDS MUST REMEMBER TO USE WORDS THAT THE RECEIVER WILL THAT THE RECEIVER WILL THAT THE RECEIVER WILL THAT THE RECEIVER WILL UNDERSTAND. YOU MUST NOT UNDERSTAND. YOU MUST NOT ASSUME THAT THEY CAN READ OR ASSUME THAT THEY CAN READ OR WRITE AND YOU MUST KNOW WHAT WRITE AND YOU MUST KNOW WHAT THEIR PRIMARY LANGUAGE ISTHEIR PRIMARY LANGUAGE IS
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DIFFICULT PEOPLEDIFFICULT PEOPLE
BE AWARE OF YOUR BE AWARE OF YOUR SURROUNDINGSSURROUNDINGS
HAVE AN EXIT STRATEGYHAVE AN EXIT STRATEGYDON’T TAKE IT PERSONNALYDON’T TAKE IT PERSONNALY DON’T TAKE IT PERSONNALYDON’T TAKE IT PERSONNALY
ALLOW INDIVIDUALS TO VENTALLOW INDIVIDUALS TO VENT WORK TOWARDS A RESOLUTIONWORK TOWARDS A RESOLUTION
BE AWARE BE AWARE OFOF
STRESS!STRESS!YOURS AND THEIRSYOURS AND THEIRSREFER TO HANDOUTREFER TO HANDOUT
3 DEGREES OF STRESS3 DEGREES OF STRESS
LOW: LEADING TO BOREDOM, FATIGUE, LOW: LEADING TO BOREDOM, FATIGUE, FRUSTRATION OR DISSATISFACTIONFRUSTRATION OR DISSATISFACTION
OPTIMUM:LEADING TO CREATIVITY, OPTIMUM:LEADING TO CREATIVITY, PROBLEM SOLVING, PROGRESS, CHANGE, PROBLEM SOLVING, PROGRESS, CHANGE, AND LEARNING AND LEARNING AND LEARNING AND LEARNING
HIGH: LEADS TO PHYSICAL AND HIGH: LEADS TO PHYSICAL AND PHYSIOLOGICAL CONCERNS, LOW SELF PHYSIOLOGICAL CONCERNS, LOW SELF ESTEEM, IRRATIONAL PROBLEM ESTEEM, IRRATIONAL PROBLEM SOLVINGAND SHORT TERM MEMORY SOLVINGAND SHORT TERM MEMORY LOSSLOSS
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3 PHASES OF STRESS3 PHASES OF STRESS
PHASE 1, ALARM: PHASE 1, ALARM: WHEN AN UNUSUAL OR WHEN AN UNUSUAL OR STRESSFUL EVENT OCCURS, THE OUTPUT OF STRESSFUL EVENT OCCURS, THE OUTPUT OF ENERGY DROPS FOR A SHORT PERIOD AS THE ENERGY DROPS FOR A SHORT PERIOD AS THE EVENT IS REGISTERED IN THE PERSONS MINDEVENT IS REGISTERED IN THE PERSONS MIND
PHASE 2, ADAPTATION:PHASE 2, ADAPTATION: WHEN THE OUT PUT WHEN THE OUT PUT INCREASE ABOVE THE NORMAL LEVEL AROUSAL INCREASE ABOVE THE NORMAL LEVEL AROUSAL INCREASE ABOVE THE NORMAL LEVEL AROUSAL INCREASE ABOVE THE NORMAL LEVEL AROUSAL IS HEIGHTENEDAS THE PERSON ATTEMPTS TO IS HEIGHTENEDAS THE PERSON ATTEMPTS TO DEAL WITH THE SITUATIONDEAL WITH THE SITUATION
PHASE 3, EXHAUSTION:PHASE 3, EXHAUSTION: THE PERSON’S THE PERSON’S ENERGY IS EXPENDED AND THEIR CAPACITY TO ENERGY IS EXPENDED AND THEIR CAPACITY TO FUNCTIONIS EFFECTIVELY REDUCEDFUNCTIONIS EFFECTIVELY REDUCED
TO RESOLVE CONFLICTTO RESOLVE CONFLICT
ALL PARTIES ARE ALLOWED TO BE HEARD ALL PARTIES ARE ALLOWED TO BE HEARD IN FULL BUT NOT BE ALLOWED TO IN FULL BUT NOT BE ALLOWED TO DOMINATE THE CONVERSATIONDOMINATE THE CONVERSATION
ALL PARTIES NEED TO LISTEN WITHOUT ALL PARTIES NEED TO LISTEN WITHOUT INTERRUPTINGINTERRUPTING
ALL ITEMS MUST BE IDENTIFIED , ALL ITEMS MUST BE IDENTIFIED , SEPERATED AND ADDRESSEDSEPERATED AND ADDRESSED
IDENTIFY HOW EMOTIONAL ITEMS IDENTIFY HOW EMOTIONAL ITEMS EVOLVED TO THERE PRESENT FORMEVOLVED TO THERE PRESENT FORM
ALL ASSUMPTIONS MUST BE IDENTIFIED ALL ASSUMPTIONS MUST BE IDENTIFIED AND CLARIFIEDAND CLARIFIED
THE MAIN BARRIERS AND THE MAIN BARRIERS AND OBSTACLES TO RESOLUTION MUST OBSTACLES TO RESOLUTION MUST BE IDENTIFIED AND CLARIFIEDBE IDENTIFIED AND CLARIFIED
EVERYONE MUST CONTRIBUTE EVERYONE MUST CONTRIBUTE SOLUTIONS AND CLARIFY WHERE SOLUTIONS AND CLARIFY WHERE THE SOLUTION IS LIKELY TO LEADTHE SOLUTION IS LIKELY TO LEAD
BEGIN TO AGREE ON THE BEST BEGIN TO AGREE ON THE BEST SOLUTIONSOLUTION
NEGOTIATE AND COMPRIMISENEGOTIATE AND COMPRIMISE FOLLOW UP WITH INDIVIDUALS FOLLOW UP WITH INDIVIDUALS
PRESENTPRESENT
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BE BE SAFE!SAFE!SAFE!SAFE!
BE PREPARED, BE PREPARED, BRING YOU’RE BRING YOU’RE
“A” GAME!“A” GAME!
BE PATIENTBE PATIENT
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ACT ACT PROFESIONALPROFESIONALPROFESIONALPROFESIONAL
BE BE REALISTICREALISTICREALISTICREALISTIC
IT’S NOT IT’S NOT PERSONALPERSONALPERSONALPERSONAL
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WHILE IT MAY BE WHILE IT MAY BE BUSINESS AS BUSINESS AS
USUAL FOR YOU, USUAL FOR YOU, WHAT YOU DO WHAT YOU DO WHAT YOU DO WHAT YOU DO
AFFECTS AFFECTS PEOPLES LIVESPEOPLES LIVES
STAYSTAYFOCUSEDFOCUSEDFOCUSEDFOCUSED
BE WHAT YOU BE WHAT YOU REPRESENT!REPRESENT!REPRESENT!REPRESENT!
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ASSOCIATE ASSOCIATE WITH THOSE WITH THOSE YOU WANT TO YOU WANT TO YOU WANT TO YOU WANT TO
BE ASSOCIATED BE ASSOCIATED WITH!WITH!
QUESTIONSQUESTIONSAND AND AND AND
COMMENTSCOMMENTS
THANK YOUTHANK YOUTIM BURNSTIM BURNS
CITY OF SPOKANE WACITY OF SPOKANE WA
(509) 625(509) 625--67426742toburns@spokanecity.orgtoburns@spokanecity.org
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