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Confrontation. Campus Housing University of Illinois at Chicago Resident Assistant and Peer Mentor Online Training. What is Confrontation?. Take a minute and think about confrontation: what is it to you? What are all the parts of confrontation?. Pre-Confrontation Preparation.

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Campus Housing

University of Illinois at Chicago

Resident Assistant and Peer Mentor Online Training

What is confrontation
What is Confrontation?

  • Take a minute and think about confrontation:

    • what is it to you?

    • What are all the parts of confrontation?

Pre confrontation preparation
Pre-Confrontation Preparation

  • What do you need (on a duty night)?

    • Duty Materials

      • Duty Phone, Duty Binder, Paper, Pen, Duty Keys

    • What do you wear?

      • Close-toed shoes, comfortable clothes, slightly conservative, Campus Housing Polo, Name Badge

  • How about a random confrontation?

    • Clothes, pen, paper

Confrontation process
Confrontation Process

  • AEIOU Process

    • Announce

    • Explain

    • Identify

    • Observe

    • Unload


  • Who you are

    • LOUDLY

    • Assertively as possible!

  • What would you announce when you knock on a door?


  • Why you are there

    • What brought you there.

    • Let them know why you are knocking on their door, ie I was doing my round and heard bottles clanking, I understand that the owner of this room is under 21.


  • All the people in the room

    • Who do you already ‘know’ in the room?

    • Get identification from those you don’t know.

      • What if people say they have no ID?

        • All should have an ID, if they do not live in the building they had to use an ID to check in.


  • Everything that’s going on!

    • Pay special attention to:

      • Why are you there?

      • What is (was) everyone doing?

      • How is (was) everyone acting?

      • Little details


  • The information you’ve gathered!

    • Type it into the form of an Incident Report (do on Microsoft Word first)

      • The IR form will do spellcheck

    • Incident Reports muse be submitted right away, they will be checked along with the 8am duty log.

Body positioning
Body Positioning

  • Where do I stand?

    • Keep yourself square with the door.

    • NEVER enter a room by yourself.

    • NEVER enter a room without asking the residents if you MAY enter.

Non verbal tactics
Non-Verbal Tactics

  • Eye Contact

    • Make DIRECT eye contact when talking to someone

  • Scanning

    • Constantly (and subtly) scan the room when you are not in eye contact mode.

Do not

  • Enter a room without permission.

  • Touch a resident or his/her guest.

  • Touch their things. (you may take things they’ve handed you such as an ID but not alcohol).

  • Open their fridge without permission.

  • Dispose of their liquor or not-permitted items. (They need to do this).

Verbal tactics
Verbal Tactics


    • Do not AGGRESSIVELY Yell.

  • Keep It Simple.

    • “I’m here to record what happened and enforce policy”. No need for long explanations or arguments.

  • Become a Broken Record.

    • Don’t argue – Continuously repeat what you need, even if they are arguing or bargaining.

Verbal tactics cont d
Verbal Tactics, Cont’d.

  • Keep Things Moving Forward.

    • Don’t let residents sidetrack you.


    • You should NEVER be rude. You are confronting the policy violation, not the person.

  • Always ASK for things.

    • “May I Come In”

    • “Will You Open Your Fridge?”

What will the residents be like when i confront
What Will The Residents Be Like When I Confront?

  • Typical Confrontation

  • The Yeller

  • The Philosopher

  • The Crier

  • The Bargainer

Typical confrontation
Typical Confrontation

  • Residents will do as you ask.

    • May ask a few questions about the judicial process.

    • NEVER tell that what the outcome will be. You can explain the process.

    • Refer them to the Policy Handbook.


  • Goal is to intimidate you as much as possible.

    • Harass constantly hoping you’ll change your mind.

    • Nothing is sacred, they’ll harass you about anything and everything.

  • TIP:

    • Let them be mad for awhile – within reason.

    • Speak more quietly, they will want to hear what you say.

    • Write down WORD FOR WORD everything they say. Put this in your IR.

    • If they are out of hand, offer them Resident Director on Duty if they don’t want to cooperate.


  • Will argue you until the bitter end

    • Often Junior Lawyers – goal is for you to contradict yourself and to use this in his/her conduct meeting.

      • “It’s my Constitutional Right”

      • “Why Do We Have That Policy?”

  • TIP:

    • Be nice, be simple.

    • Explain you enforce policies, and do not determine what will happen.

    • If they CONTINUE to philosophize, they have a chance to discuss it with the resident director.


  • May Just Be Scared

    • May say, “My Parents Are Going to Kill Me” or “I’ve Never Gotten In Trouble Before”

  • TIP:

    • You can be Firm AND Gentle.

    • Remind them he/she will meet with the Resident Director or Student Conduct Board and will have the opportunity to share his/her side of the story.

    • After the incident, if he/she still wants to talk, you can do so, away from the incident and the other residents.

      • Remind them the violation will still be documented.


  • Will try to tell you why they SHOULDN’T get in trouble.

    • May attempt to bribe you.

  • TIP:

    • Use Broken Record Tactic.

      • Tell them you’re just documenting the situation.

      • Don’t get caught up in the bargaining

    • Document the fact they’re trying to bargain with you.

What if i need back up
What If I Need Back-Up?

  • Use the duty phone to call another RA/PMfor back-up.

  • If beyond the scope of your control, call Resident Director on Duty for assistance, or advice.

Confiscating illegal items
Confiscating Illegal Items

  • Departmentally we expect:

    • You confiscate anything illegal in room

    • Store in designated area determined by Resident Director.

      • After confrontation, escort Resident to designated area (Don’t Walk It Yourself).

    • Alcohol

      • After counting the alcohol, escort Resident to the bathroom or utility room to dispose of alcohol

    • Drugs

      • After counting the alcohol, escort Resident to the bathroom or utility room to dispose of drugs

      • If it looks like they could be dealing contact RD on Duty and University Police

Post confrontation

  • Completing Rounds

    • If confrontation happened DURING rounds, complete rounds, then write IR

  • Writing the I.R.

    • Write I.R. immediately. All Incident Reports must be submitted by 8am.

    • You’ll remember details, will be more accurate.

  • Venting

    • Processing verbally ONLY Resident Director– NEVER discuss with residents.


  • BE NICE!!!

    • Can be Assertive, Confront & Be Nice.

    • Always Say Hello to People As You Pass Them in the Hallway.

  • Plan Ahead

    • Don’t Plan on Homework That’s Due The Next Day!!!

      • Duty Nights can be Eventful.

      • Can Plan Programming on Duty Nights if RD permits.

        • Should be Program You Can Leave.