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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.