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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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