ConfrontationThe Good, the Bad, and the Ugly

The act of approaching and addressing others in order to enforce policy.

What is Confrontation?

Confrontation is amongst the most uncomfortable thing for people to do. We don’t want to tell others what to do We may not agree with what we’re enforcing

but are required to do it anyway You are familiar with the respondent You don’t want to “get people in trouble”

Why is it uncomfortable?

As a CA, your community counts on you to ensure that everyone is safe and following the

rules. Though people may not outwardly express this, they rely on you to play “the bad

guy”.

When we document residents for policy violations it is always in the best interest of the community as well as the respondent.

Why is it necessary?

The Three C’s of Confrontation

CalmClear

Confident

Remain calm Trust your gut and remember that your

attitude sets the tone for the entire encounter!

Calm

Clearly state why you are there Use I statements! Take ownership of your

responsibility and express that to the resident(s). “I’m here to address the noise level coming from

this room”

Clear

Remember your role and your responsibilities

Be confident in knowing policies and procedures

Remember that you are there to help Know that you always have an opportunity

for support: ED on Duty or a CSO

Confident

Pre-confrontation- Planning & Scanning Engaging Confronting & Adapting Reporting & Follow Up

The Steps of Confrontation

Like the Boy Scouts, always be prepared! Notebook/writing pad Pen Duty phone/radio

Create a mental plan however, remember that situations may change very quickly

Case Study: You get a noise complaint for a party- what would be good to know before you enter the situation? What would you be thinking about?

Pre-Confrontation

Now it’s time to address the behavior Can include:

The initial knock on the door The “excuse me” in the hallway Introduce yourself

Remember that people may become defensive when they are confronted, especially in front of peer groups and friends.

If it isn’t necessary to speak with everyone, ask the individual to step into the hallway or another private area

Engaging

If entering a room, be sure to knock and announce yourself

If residents refuse to answer the door, contact Campus Safety and request ED Explain why you are there and ask for their cooperation

Once access is granted, ask for their FPU ID cards and record the information

If there is alcohol present, appoint a necessary number of people to dispose of it in the bathroom. Containers should emptied into the sink and then disposed of.

Confronting

Remain Calm and confident Be sure to use a neutral tone- avoid being too hostile or

passive SOLER Sitting/standing at a comfortable angle and distance Open posture Lean forward Eye contact Relax The Golden Rule- the person you’re confronting deserves the

same respect that you deserve in that situation

Confronting

Clearly express why you are confronting them Use clear, unambiguous statements

Are you partying? vs. Are you drinking alcohol? Listen to their responses and concerns Don’t apologize for the confrontation, you are

exercising your responsibility. Confront the behavior, not the person (values)

It’s in violation of FPU policy for an individual under the age of 21 to consume alcohol vs. What kind of person would do this?

Confronting (cont.)

Notify the resident(s) that the incident will be documented and explain the Judicial Process

Leave with an open invitation to discuss what happened “I live in xxx, please feel free to stop by and chat

with me if you have any questions or concerns.” Let people know that you care! Stop by and check in with people you’ve

documented.

Reporting & Follow Up

Remember that your not the Fun Police, but you are tending to the health and safety of your residents.

From confrontation to opportunity

Incident Reports

https://www.youtube.com/watch?v=iaYdiEZKtbM

Incident Reports