Blog Entry SeaTac VDII Class

Greetings. This is Gary Klugiewicz. Tony Pinelle and I just finished teaching a Verbal Defense & Influence Instructor Class at the Seattle Tacoma Airport. This event was hosted by the Transportation Security Administration (TSA) lead by Dale Glover. We would like to thank him and the TSA instructors who attended the class for their professionalism and efforts to make us and all the attendees feel welcome. These TSA instructors were Jonathan Crane, Lilyann Lear-Kono, Marissa Stewart, Tina Tervet, and Mike Thompson.

The class was attended by a wide range of disciplines that ranged from police to library compliance to tribal corrections to medical customer service to education to hotel security to department of motor vehicles to the airport security personnel. See the photo posted below. Needless to say the there was diversity of job function, perspective, and rules of engagement. What was amazing was the amount of networking that took place once the attendees realized that they were all dealing with the same difficult people, over and over again, in different periods in their contact’s lives.

Tony Pinelle brought out an important point that I had never thought about before. He mentioned that in this day and age, almost all professional wear a name badge during working hours. This means that our announcement that a professional’s (name) ” badge is a sign of public trust” is even more important today. When a person sees a professional whether that be a public safety officer, medical personnel, educators, or any service personnel wearing a name badge, this is an indicator that this person can be approached to help them. In this class, we really emphasized the fact the professionals need to be protectors – ready to help their contacts, clients, customers. The class really liked Jack Hoban’s definition of an ethical behavior: a person who “acts on their moral values” because knowing right from wrong is not enough – you must act ethically. This was powerful stuff.

All the attendees commented on how much they appreciated the Performance-Driven Learning methodology that was introduced, practiced, and emphasized during this training. Our training was a series of group interactions that ranged from personal introductions, need assessments, group activities, practicing the tactics, translating the material to the different disciplines represented in the class, and creating videotapes demonstrating performance while creating individual discipline-specific instructor courseware. During this class we also experimented with the use of the Vistelar Submit Internet technology to call in on the phone and record practice sessions for later evaluation and debriefing to improve future performance.

Finally, every attendee created a personal peace story video that they shared with the class. These peace stories were both personal and powerful. They showed the importance of celebrating the peaceful resolution of real life conflict. These peace stories dealt with incident involving the attendees professional contacts, inter organizational issues, and personal life stories.

In closing, Tony and I would like to thank the TSA and all the instructors who attended this instructor class for a job well done.

Vistelar Group –