Kay Curry
Northwest Asia Weekly
This is the new world we live in-you must present a vaccination certificate to enter bars, restaurants, clubs and gyms in King County.
Due to a large number of unpleasant customer incidents among companies seeking to comply with vaccine and mask regulations, the Seattle Metropolitan Chamber of Commerce in collaboration with Reach King County and Business Health Trust hosted an online seminar on downgrading strategies on November 17th. Part of the #WeGotThisWA campaign. The host, Andy Prisco, a researcher at the National Anger Management Association, founder of the Washington State Psychiatric Response Team Program, and author of the crisis intervention certification manual “Best Practices for First Aiders”, provided participants with a A crash course to learn how to regain control of situations that can disrupt everyone’s shopping or dining experience.
Andy Prisco, host
“In my lifetime… I can’t recall a time when humanity was so polarized,” Prisco said.
Prisco explained that in many COVID-19 debates, it doesn’t matter which side you are on. What matters is your ability as a business owner-or within a personal sphere-to regulate yourself in the event of overheating, thereby restoring order for certain things or people who turn to chaos.
Prisco outlined to the participants the factors that come into play when a person encounters a trigger that may escalate into anger or fear.
We humans use our old or new brains by default; that is, our fringe “reptile” brains or more evolved brains. Primitive reptile brains helped us survive the early days of life and death, and now when they walk into a restaurant and are told a task requires them to wear a mask and they don’t want to. This type of interaction can be seen as a threat and can cause the customer or customer to enter what Prisco calls “out of control”. At this point, employees are responsible for restoring control, rather than succumbing to their own state of loss of control.
Prisco explained the three conditions that are usually “before aggressive behavior”-let someone do what they don’t want to do, let someone stop doing what they want, and have to say “no”.
“When people have problems [at hand] Not the point… People’s enthusiasm for COVID safety measures or against COVID safety measures is not the point… How do we participate in the information about COVID safety measures in a meaningful, effective and reduced way? Is it a risk? “
According to Prisco, we all have the “responsibility” for self-regulation. When people are in a state of rest, self-confidence, or control, they are exposed to the evolved brain. This is a state that can be obtained through healthy practices of “increasing awareness of how your body works” and “enhancing your ability to be fully regulated” in daily life. [so that] …When a crisis comes, you are unlikely to slide down the ladder and enter your limbic brain state. “Under pressure, our ability to think clearly will be weakened. This is why, as a staff member, facing a messy customer, we must be like a lighthouse and “assisted navigation” as Prisco said.
If both sides are fighting, then neither is a beacon. Prisco recommends that employees who have difficulties with this and cause further interruptions should be dealt with.
Other prompts appear in the form of statements, such as “The problem is not a problem.” Employees, parents, and spouses often “fall into the trap of thinking that we must solve this person’s complaint in order to make them better.” According to Prisco, this is equivalent to enabling and will not prevent the problem from recurring. Instead, we should try to get a person into a state of mind where they can solve problems on their own-with our help.
“Our responsibility is to make this person as influential as possible [as we can] … to self-regulate in a way that reduces the likelihood of future emergencies. “
Prisco said that this is no less than “making the world a better place.” So what should we do?
Whether it is a customer who refuses to produce a vaccination certificate, a teenager who refuses to do homework, a person who has completely his own intelligence, or a person who is mentally unstable or impaired by drugs or alcohol, the methods are mostly the same.
First of all, stop saying “I need you to X”. Break the habit of using words such as “unfortunate” or “but.” This type of language is the “current” of the limbic system, which reminds the recipient of the anticipated obstruction, and inevitably leads to an escalation rather than a degradation.
Instead, first determine the “desired behavior… and how it serves” the person. If you must deny someone’s goal, confirm and reframe it so that he or she feels listened to.
“I don’t think you are wearing a mask.” Refer to any effective policy and there is no foreword. “The policy is that customers wear masks.” Then, give this person a choice.
“You can go in with a mask on.” If the person continues to resist, please repeat and explain the consequences.
“You make it clear that you will not enter unless you violate the regulations. If you violate this regulation… you will be required to leave or report to the authorities.” If there are any alternatives that still comply with the authorization, such as takeaway orders, then can provide.
In all cases, Prisco urges us to remain humble and compassionate, because people who show anger, aggression, and violence often show it from trauma. This can be difficult when someone shows disrespect, insults us, etc. Prisco reminds us that our goal is to gain the power to cooperate, control and regain control of the situation, not against individuals.
“I don’t need someone to respect me. I have self-esteem. When someone tells me to go to “F”, when someone makes fun of me, these are terrible things, but change every interaction ratio that makes me feel that way. It’s much harder to deal with what I can do. I manage and control them so that these forces are harmless.”
Prisco can be used for training activities and can be contacted in the following ways priscoandy@gmail.com, His LinkedIn account, or via Instagram andyprisco.ccis.
Kay can be at info@nwasianweekly.com.
