THE COUNCIL ON LICENSURE, ENFORCEMENT & REGULATION NATIONAL CERTIFIED INVESTIGATOR & INSPECTOR TRAINING BASIC PROGRAM: MODULE GUIDE 2015 The Council on Licensure, Enforcement and Regulation (CLEAR)
Table of Contents In this Instructor Guide This Instructor Guide includes the following topics. Topic See Page Table of Contents 201 Course At a Glance 202 Preparing for Delivery 203 Instructor Outline: 204
Course At a Glance Goals Upon completion of the session, you will be able to: Describe security and safety concerns faced by investigative staff and ways they may be reduced. Identify appropriate de escalation techniques and when they should be used. Overview The table below provides a quick overview of this course including what s covered in each lesson, the estimated time for each, and the supporting instructional media required. Duration Content Media 05 Minutes Welcome and Introductions Slide 1 05 Minutes Session Introduction Slides 2 4 10 Minutes Slides 5 9 15 Minutes Slides 10 15 15 Minutes Slides 16 23 10 Minutes Session Review Slides 24 28
Preparing for Delivery Before the day of the class Review all materials provided for this course: PowerPoint Presentation o Ensure your contact information is correct on the last slide of the presentation Instructor Guide Participant Guides o Content is correct Ensure enough materials are provided for all participants. On the day of the class Pull up the PowerPoint Show file on the available computer and hook up the provided projector. Make sure all resources are available in the room. Your instructor guide Participant guides Computer Projector Pens/Pencils
Instructor Outline: Duration Slide 1 1 hour excluding break National Certified Investigator & Inspector Training Basic Program Instructor Name Agency Say Welcome to the session of the CLEAR Learning NCIT Basic course. Introduce yourself, including a brief overview of your credentials and history with CLEAR.
Slide 2 Session Introduction Explain that we will first review the session learning objectives and session structure.
Slide 3 Learning Objectives Upon completion of the session, you will be able to: Describe security and safety concerns faced by investigative staff and ways they may be reduced. Identify appropriate de-escalation techniques and when they should be used. Explain the learning objectives on the screen. Ask if there are any questions.
Slide 4 Session Map Explain that there are three lessons within the session that will be demonstrated today. Ask if there are any questions.
Slide 5 Explain that we will use the i<clicker system to conduct a quick survey.
Slide 6 Have you ever walked into an interview or inspection and noticed a weapon on the premises? A. Yes B. No Ask the question on the slide. Provide students with enough time to answer the question.
Slide 7 Are you permitted to bring law enforcement support along on investigations, interviews, and/or inspections? A. Yes B. No C. Unsure Ask the question on the slide. Provide students with enough time to answer the question.
Slide 8 Have you ever gone to a subject s home or location selected by a subject for an interview and not told anyone where you were going? A. Yes B. No Ask the question on the slide. Provide students with enough time to answer the question.
Slide 9 Have you ever had an internal bad feeling about an investigation, inspection, or interview and done it anyway? A. Yes B. No Ask the question on the slide. Provide students with enough time to answer the question.
Slide 10 Confrontational or Threatening Situations Explain that as an investigator, you will experience confrontational and/or threatening situations. While in these situations, it is wise to maintain an awareness of yourself, those around you, and your environment; otherwise known as Situational Awareness. This awareness will allow you to extricate yourself from situations such as these, and provide you with the instincts necessary to deploy appropriate de escalation techniques when applicable.
Slide 11 Confrontational or Threatening Situations Use cues from physical behavior to determine mood Facial expressions Eye contact Tone of voice Maintain constant awareness of surroundings Investigator Triad Explain Potentially Confrontational or Threatening Circumstances Ability to observe a person's mood by taking cues from their physical behavior, facial expressions, eye contact, tone of voice etc. Ability to be constantly aware of your surroundings and detect a possible threat Basic self protection and avoidance techniques can be summed up as the Investigator s Triad and includes the awareness of self, others and environment.
Slide 12 Awareness of Self Recognize perceptions of you as an investigator and your authority over licensees Takes constant effort to mitigate these perceptions Managed through HR and Situational Management skills Remember who you are Explain Awareness of self Recognize and respond to the various perceptions the licensee has of your authority over them Recognize that these perceptions are often incorrect and slanted towards a negative outcome Mitigate the effect of these perceptions through continuous deliberate effort Managed through human relations and situational management skills on the part of the investigator Remember who you are
Slide 13 Awareness of Others Observe and interpret emotional and physical behavior Behavioral Based Analysis Remember who they are Explain Awareness of others Observe and Interpret emotional and physical behaviors (both verbal and non verbal), triggers and responses exhibited by the licensee Employ a behavioral based analysis of the moment by moment progress of the interaction Focus on the detection of developing hostility, emotional overload, frustration or desperation on the part of the licensee Act to counter that development Remember who they are
Slide 14 Awareness of Environment Maintain constant awareness of environment People Objects Physical location Static vs Dynamic environments Know egress paths and locations Remember where you are Explain Awareness of environment Maintain a constant awareness of persons, objects and physical location The physical environment of an interaction can be: Static (non changing) such as an interview room or office Dynamic (changing) such as a place of business or residence Maintain a constant 360 degrees situational awareness to persons entering or leaving the environment Scan the environment for: Clear, fast avenues of egress Items in the environment that could be used against you, or to defend yourself or aid in exiting the environment Maintain an awareness of persons in the general vicinity who may be able to assist you in the event of a physical attack. Remember where you are
Slide 15 Fight or Flight Instinct Natural instinct possessed by all beings This reliable instinct provides danger radar and should not be ignored Must know how to read and react to potentially dangerous encounters Explain Every human being possesses a natural instinct called Fight or Flight. In simple terms, this is how your body and brain work together to stay out of danger by making a split second decision to either remain or get away from the threat. Think of the last time something significantly frightened you without warning. When it happened you instinctively turned the front of your body away from the threat/danger and in all probability began to move away from the threat without even thinking. In most cases, we are able to quickly identify the situation as non threatening and flight response is stopped. This is part of the same instinct that tells you that a situation does not feel right and is sometimes referred to as a 6 th Sense. This danger radar is reliable and shouldn t be ignored. It is likely that at some point in your career you will encounter a person who is escalating towards some type of violent action. It is important to your safety to have a basic understanding of how to read and react to potentially dangerous encounters as well as how to attempt to regain control of the situation. Source Information NASW Committee for the Study and Prevention of Violence Against Social Workers, 2006, MA Chapter, National Association of Social Workers
Slide 16 De-Escalation Techniques Explain that we will now discuss the high level concepts regarding standard de escalation techniques that you can use as an investigator in the event of a confrontation.
Slide 17 De-escalation Techniques Dealing with Human Beings We never know how people will respond in a given situation Behavior is controlled by logic and reason to a point Being the subject of an investigation may send some people into survival mode Explain When we deal with human beings we must always remember that on any day, at any time, given the right combination of event, stress and emotion, real violence and physical harm is possible. There is no dependable way to predict how someone is going to react to what you say, or do, to him or her. You are an authority or enforcement figure. Everyone knows you don t come around without there being a problem or you are there to look for problems. Either way it is usually not cause for celebration. People s behavior is controlled by logic and reason up to a point. However, reason and logic can disappear in the face of super charged emotions of anger, fear, or retaliation. In our work we must deal with people who may not be having the best day or who may be teetering on the edge of control. And although we are not doing anything out the ordinary the event takes on extraordinary characteristics in the eyes of the licensee or practitioner. In some cases, it takes on a survival quality and in that instant you are seen as a major threat to that person s survival and they react, violently.
Slide 18 Using Verbal De-Escalation Use only in potentially violent situations when no weapon is involved Reasoning with an enraged person is not possible De-Escalation techniques are counter-intuitive and must be practiced before they are needed Explain The tactics used are non physical skills used to prevent a potentially dangerous situation from escalating into a physical confrontation. When a potentially violent situation threatens to erupt, and no weapon is present, verbal de escalation techniques are appropriate. There are two important concepts to keep in mind: Reasoning with an enraged person is not possible The first and only objective of de escalation is to reduce the level of anger so that discussion becomes possible De escalation techniques are counter intuitive We are naturally driven to fight or flight when scared De escalation requires that you appear centered and calm even if terrified These techniques must be practiced before they are needed so they can become second nature
Slide 19 Be in Control of Yourself Appear Calm Use low tone of voice Remove jewelry or scarves Remove religious or political symbols Do not be defensive Be aware of options for back-up Be respectful while firmly setting limits Treat the subject with respect Explain Appear calm, centered, and self assured even though you don t feel it Anxiety can make the individual feel anxious and unsafe, which can escalate into aggression Use a modulated, low, monotonous tone of voice When frightened, we tend to have high pitched, tight voice If possible, remove scarf, necktie, hanging jewelry, religious, or political symbols before engaging the subject Do not be defensive Even if the comments or insults are directed at you, they are not about you Do not defend yourself or anyone else from insults, curses, or misconceptions about their roles Be aware of any resources available for back up Know that you can always leave, tell the subject to leave, or call the police if de escalation is not effective Be respectful even when setting firm limits The agitated individual is very sensitive to feeling shamed or disrespected We want him/her to know that it is not necessary to show us that they should be respected Always treat with respect and dignity
Slide 20 Physical Stance Never turn your back Stay on the same eye level Allow extra space between yourself and the subject Do not maintain constant eye contact Explain Never turn your back for any reason Always be at the same eye level Encourage the subject to be seated, but if they stand you stand Allow extra space between you and the subject About four times the normal distance Anger and agitation fill in the space between you both Do not maintain constant eye contact Allow the subject to break his/her gaze and look away Ask the students what they think makes these techniques work, or why/how they would use them.
Slide 21 Physical Stance Do not point or make aggressive gestures Do not touch the person- for any reason Keep hands out of pockets Explain Do not point or shake your finger and try to avoid any type of hand gesturing that could be seen as aggressive Example: Reaching towards the subject Do not touch the person for any reason Cognitive disorders in agitated people allow for easy misinterpretation of physical contact as hostile or threatening Keep your hands out of your pockets, up and available to protect yourself It also demonstrates non verbal ally Shows that you have nothing concealed Ask the students what they think makes these techniques work, or why/how they would use them.
Slide 22 The De-Escalation Discussion Only goals is to reduce the level of emotion Do not raise your voice Respectfully answer informational questions, even if rudely asked Do not answer abusive questions Explain limits and give choices where possible Do not solicit or analyze feelings Explain That there is no content to the discussion except trying to calmly bring the level of emotion down to a safe level Do not get loud or try to yell over a screaming person. Wait until he/she takes a breath; then talk. Speak calmly at an average volume. Respond selectively; answer only informational questions no matter how rudely asked Real information seeking question: Why do I have to fill out these damn forms? Answer respectfully and in a calm voice Abusive question: Why are all of you people so stupid? This type of question should get no response at all Explain limits and rules in an authoritative, firm but always respectful tone. Give choices where possible in which both alternatives are safe ones Example: Would you like to continue our meeting calmly or would you prefer to stop and come back tomorrow when things can be more relaxed? Do not solicit how a person is feeling or interpret feelings in an analytical way.
Slide 23 The De-Escalation Discussion Do not argue or try to convince Encourage the subject to think cognitively Suggest alternative behaviors, where appropriate Give consequences of inappropriate behavior without threats Represent controls as institutional Trust your instincts Explain Do not argue or try to convince Wherever possible, tap into the subject s cognitive mode: Do not ask: Tell me how you feel. Do ask: Help me understand what you re saying to me. People are not attacking you while they are telling you what they want you to know Suggest alternative behaviors where appropriate Example: Would you like to take a break and have a cup of coffee (tepid and in a paper cup) or some water? Give the consequences of inappropriate behavior without threats or anger Represent external controls as institutional rather than personal Trust your instincts If you feel that de escalation is not working, stop. Tell the person to leave, escort them to the door, call for help or leave yourself and call the police, as appropriate.
Slide 24 Session Review Say We have completely reviewed all topics within the session of the NCIT course. We will now review the key concepts of this session.
Slide 25 Knowledge Check De-escalation techniques: A. Are counterintuitive since they require us to do things we would not usually do. B. Work only when the subject can see the investigator. C. May be used only by trained psychologists. D. Are always effective in situations where weapons are involved. Answer Key: Question One: De escalation techniques: Answer: A. Are counterintuitive since they require us to do things we would not usually do. Instructor Note: There are two animations on this slide. The first displays all of the answers at once. This allows you to display the answers after displaying the question. The second animation will display which of the choices is the correct answer by changing the color, and bolding the text of that answer.
Slide 26 Knowledge Check When using de-escalation techniques the investigator should: A. Maintain constant and persistent eye contact with the subject. B. Adopt a submissive gesture toward the subject and keep hands in pockets. C. Use a modulated, low tone of voice with the subject. D. Place a hand on the subject s shoulder and speak loudly and firmly Answer Key: Question Two: When using de escalation techniques the investigator should: Answer: C. Use a modulated, low tone of voice with the subject. Instructor Note: There are two animations on this slide. The first displays all of the answers at once. This allows you to display the answers after displaying the question. The second animation will display which of the choices is the correct answer by changing the color, and bolding the text of that answer.
Slide 27 Learning Objectives Review You should now be able to: Describe security and safety concerns faced by investigative staff and ways they may be reduced Identify appropriate de-escalation techniques and when they should be used. Review the learning objectives. Ask if there are any questions regarding the objectives displayed.
Slide 28 Questions Ask if there are any final questions before completing the session.