r Is Always on Stage


1. They know what they are doing and saying. Not only do they know, but what


they’re doing is purposeful and goal directed. One goal is to exercise their control over the situation and you, thus continuing to do what they want. The other goal is to extract revenge upon a perceived hurt or injustice they feel they have experienced.


2. Use “the two truths.” Make sure “the two truths” come


into play when dealing with any indi- vidual and the situation they create: Truth #1 –Beastly People have the


right to choose how they will act. Truth #2 – They alone must be responsible


Each step along the way is calcu-


lated to eventually engage and hook you to respond in a way that is unpro- fessional, and can later be perceived as a personal attack you’ve made on them, thus becoming justification for contesting the consequences (the cita- tion and fine).


5. Turn away. Or you might get a request for you


to turn the other way, to let it go.This is a request for you to act contrary to your duty as an enforcement officer. This is an opportunity for the Beastly Person to try to gain control of the situation by telling you that it is OK for you to not do your job.Youmaywish to respond to


Do you choose to handle the situation like characters from a popular reality show do?


and held accountable for the outcomes of their choices. Example: It was their decision to


park in a no-parking zone, and it is their consequence to pay the fine required for such a violation.


3. Avoid the trap of excuses. Beastly People will resort to any


number of excuses, successfully used in the past, to avoid these consequences. These excuses can range from “I didn’t know” to “It’s not fair.” From “It’s your fault” to “I didn’t see the sign; it was blocked.”


4. Here comes “the script.” Failing to dissuade you from


imposing the consequences, Beastly People will then begin to follow “the script,” practiced for years, in an effort to hit upon the “hook” that will finally cause you to lose your cool. It usually starts with pleading,


soon to be followed by seeing if you’re willing to bargain. If this fails, then they make it personal – starting with digs at your choice of profession, then how mean you are, finally with insults and threats.


such a request by saying, “Are you ask- ing/telling me to do something that is illegal and to violatemy sworn duty?”


6. “The Godfather.” Remember, as they said in the


movie “The Godfather” – “It’s not per- sonal; it’s just business.” A process exists for appeals and hearings. It is there to protect the public and you, the enforcement officer. Let the individual use it. Let the facts speak for them- selves.What is crucial is that you are consistent, above reproach and at all times professional. Choose to follow the process,


remain emotionally detached, and do your job professionally.Allow the con- sequences of the Beastly Person’s deci- sions to be the punisher.You’re just fol- lowing through on the choices and decisions.


Bryan Forward is Parking Enforcement Supervisor for Oceanside, CA. He can be reached at bforward@oceanside.ca.us. Jack Agati is a human resources man- agement consultant. He can be reached at jagati@comcast.net.


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