Effective Communication in the Midst of Stress

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09/25

We’re tearing up the track! Picture: www.southernmuseum.org   Hello there. Ed Holpfer here with an update from the Vistelar world. I’m a big fan of blues music and a common theme among a lot of great blues songs is that trains are often used as metaphors for momentum, power and creating or bridging distance. That…Continue Reading »

08/16

Most law enforcement agencies across the country list dialogue as one of their force options; along with officer presence, hard and soft physical control tactics, less than lethal weapons systems and deadly or lethal force. What is not universally defined however is the way in which the application of dialogue as a force option is…Continue Reading »

Hello. Dave Young here with a Peace Story on managing conflict by being mindful that you should always match your message to your body posture. After all, it’s not what you say but how you say it. This story from my time in the Marines illustrates this thought well. When other people were having problems…Continue Reading »

Hello. This is Peter Harrell Jr. with Verbal Defense & Influence and I would like to talk with you today about empathy. A lot of people use the words sympathy and empathy interchangeably but they actually represent two separate frames of mind. When you experience sympathy, you are simply acknowledging that you feel sorry for…Continue Reading »

Hello. This is Peter Harrell Jr. with Verbal Defense & Influence and I would like to talk with you today about empathy. A lot of people use the words sympathy and empathy interchangeably but they actually represent two separate frames of mind. When you experience sympathy, you are simply acknowledging that you feel sorry for…Continue Reading »

Hello. This is Peter Harrell Jr. with Verbal Defense & Influence and I would like to talk with you today about empathy. A lot of people use the words sympathy and empathy interchangeably but they actually represent two separate frames of mind. When you experience sympathy, you are simply acknowledging that you feel sorry for…Continue Reading »

Hello. Dave Young here with a Peace Story on managing conflict by being mindful that you should always match your message to your body posture. After all, it’s not what you say but how you say it. This story from my time in the Marines illustrates this thought well. When other people were having problems…Continue Reading »

I was teaching a class recently to a group of educators on how to flip a classroom, and I thought that would be an ideal time to weave in a conversation about social contracts and the Communication Maxims. Laying the framework I decided to set the tone of the class by talking about how important…Continue Reading »

Hello, this is Mark Gotsch with Verbal Defense & Influence. We see many examples of people behaving poorly on video and You Tube, and unfortunately, especially law enforcement officers. The thought is if you present an opportunity for an officer to contact you, assume the officer will perform contrary to law and video the contact,…Continue Reading »

07/24

Good afternoon. Gary Klugiewicz here again with a follow-up to the video I posted earlier today. This video explains Daniel Vega’s concept that their are four voices that should be used at specific times to insure the most effective communication. They include Search Talk, Persuasion, Light Control Talk, and Heavy Control Talk. Loading the player…Continue Reading »

07/16

Hello, this is Mark Gotsch with a real-world example of how poor communication can destroy your interactions and your credibility. The Phoenix Police Department recently started a program testing a video system which is worn by an officer and records video and audio of what the officer sees and does. Unfortunately, this system recorded an…Continue Reading »

Hello, my name is John Fallon, and I’m an English instructor at an Ohio community college. Today I was interviewed by an instructional designer seeking feedback on a training module she is creating for the tutoring center at my college. She is creating a training workbook for new tutors to complete before beginning their position…Continue Reading »

07/08

Hello everyone. This is Mike Delvaux, consultant for Verbal Defense & Influence. Tone is one of the most powerful words in the English language. It is also one of the most dangerous. On average, the tone of a verbal interaction is about 5 times as influential as the content. We have all heard the phrase,…Continue Reading »

07/08

Hello everyone. This is Ed Holpfer with Verbal Defense & Influence. Money and finances are a big concern for most people. It is no surprise then that when people go to the bank and don’t hear what they want to, conflict is highly likely. I witnessed such an event this past Saturday morning. I was…Continue Reading »

07/03

What Am I Seeing?

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Good morning, this is Coach with something I’d like you to consider. When you are speaking to another person, ask yourself “What am I seeing from the listener?” Is there concern, doubt, confusion and more? What am I going to do about it now that I have seen it? Loading the player for 5Mjwy4fM8VM… Loading…Continue Reading »

Hello, this is Mark Gotsch. As a contact, administrative, teaching or other professional, people expect certain behaviors from us. I don’t refer to what they want when they encounter us but what they expect. For instance, there is what I call the DMV Concept. As one enters a Department of Motor Vehicles with an issue…Continue Reading »

Hello, this is Ed Holpfer with the Vistelar Group. In July 2009, a Cambridge, Mass. Police Sargent responded to a call about a possible break-in taking place. When he got to the house where this break in was reported to be in progress, Sargent James Crowley soon encountered and arrested the homeowner, vaunted Harvard Professor…Continue Reading »

Hi There. This is Gary Klugiewicz making an observation about a customer service moment that I think could have been handled better. I was in a long Transportation Security Administration (TSA) security line at a busy airport when I saw a young woman attempting to skip in line. She was asking permission from each passenger…Continue Reading »

Hello. This is Gary Klugiewicz. This morning I was getting a cup of coffee and pastry at a local coffee shop with a friend when I witnessed an amazing example of a Starbuck’s employee raising the “happiness index” of the whole store. This middle age woman greeted us with a smile and warm welcome. She…Continue Reading »

Want to hear where I’m going for lunch today? What my dog did last night? About my latest car repairs? Probably not. I mean, you might be interested if we were having this conversation directly. But what if you had to listen to me just because you sat in the cubicle next to mine? Or…Continue Reading »

06/12

Hello all. Ed Holpfer here with Verbal Defense & Influence. I’d like to share something with you that everyone should consider while on the job. My office window looks out over a fairly busy intersection in downtown Milwaukee. As I looked outside, I noticed a DPW truck pull over and two workers get out to…Continue Reading »

06/10

The words “listen” and “silent” are spelled using the same letters. What does silent really mean to you? Here are my thoughts on this new found awareness. Loading the player for 9xtJkkzypWN… Loading the player for 9xtJkkzypWN… jwplayer(“Player9xtJkkzypWN”).setup({ width: “320”, height: “260”, autostart: “false”, repeat: “false”, skin: “http://www.ei8t.com/player/skins/six.xml”, playlist: [{ sources: [ { file: “http://vistelar-new.ei8t.com/u/s/e4e606c6-fa59-ef48-ebc5-ceb95788cc5c.flv”,…Continue Reading »

06/06

  Hello all, Mike Delvaux here in Milwaukee in the midst of a Verbal Defense & Influence instructor class. There are individuals here from many disciplines coming together this week and discovering just how universal the need is for being able to communicate under stressful conditions. We have law enforcement officers including a chief of…Continue Reading »

Greetings, my name is Tony Pinelle, I am a Master Instructor/Senior Consultant for Verbal Defense and Influence. On May 22, 2013, I had the pleasure of presenting at the Integrated Banking Systems Conference in Manchester, New Hampshire.  The conference was attended by banking professionals from across the United States, most of them involved in collections…Continue Reading »

  Hi everyone, this is Pete Jaskulski. Last week I taught two 2.5 day classes for the Choctawhatchee Electric Cooperative, Inc. (CHELCO) in Defuniak Springs, Florida. Each session was attended by CHELCO employees from the following disciplines; customer service, engineering, accounting, administration, and others that worked in the field (the guys and gals in the…Continue Reading »

Hi everyone this is Pete Jaskulski. Last week I was traveling through the Northwest Florida Beaches Airport after teaching in Defuniak Springs, Florida for the week. I was tired and couldn’t wait to get on the plane. I was entering the cue line at the screening station and was pleasantly greeted by the TSA agent…Continue Reading »

Hello, this is Tony Pinelle, Master Instructor/Senior Consultant, Verbal Defense and Influence. I just returned from presenting a one day basic Verbal Defense and Influence course in beautiful Aspen, Colorado. I presented to a wonderful group from the City of Aspen Transportation and Parking Enforcement Department. I was amazed that their perception was that they…Continue Reading »

While attending a recent Verbal Defense and Influence course, Senior Consultant Gary Klugiewicz discussed putting a name and/or face to your “hot button.” According to Psychology Today, people get angry for one of the following four reasons: To harm oneself To achieve control To feel powerful To fight injustice Personally, I know that the quickest…Continue Reading »

Greetings.  This is Gary Klugiewicz. Leighann Maxwell recently shared Mnemonics Memory Tactics with us for remembering several important components when interviewing a customer. A Mnemonic is a device, such as a formula or rhyme, used as an aid in remembering. We have started to use these memory tools in our new Vistelar – Verbal Defense…Continue Reading »

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