LESSON 3/TASK 1
o Living conditions, clothing, and personal cleanliness.
o Location and number of disputants.
o Injuries to the disputants.
o Emotional level of the dispute and emotional condition of the disputants.
Apparent lack of food, broken furniture, and excessive amounts of liquor or other alcohol can indicate
neglect and instability. The condition of clothing and personal cleanliness can reflect the pride the
family has in itself and the level of support provided. Facial expressions, eye movements, and body
positions can provide emotional signs of fear, hate, depression, and embarrassment. Physical
deformities or other handicaps affecting the family relationship may be noticeable. It is possible that the
afflicted person is being criticized or belittled by other family members. Such afflictions may also be
financially and emotionally draining and a part of the pent-up frustration.
Whether they are directly involved or only observers, the people at a crisis scene are quite likely to be
in a highly emotional state. It is the MP's job to first calm the situation before gathering information
needed to begin to mediate the situation. The MP must be flexible and vary his approach, depending
on the people involved.
Show Understanding. By the MP's words, tone of voice, facial expressions, and gestures, he must try
to show the individuals that he actually understands what the person is feeling; and the depth of that
feeling.
Model. The MP should set an example, and the mood, by his calmness. He should project an image of
nonhostile authority.
Encourage Talking. Encouraging the person to talk is often an effective way of calming them down.
Care must be taken that the disputants do not begin to again trade accusations. Talking can have two
effects: ventilation of emotions and diversion. Diversion encourages people to talk about matters other
than the crisis and has a calming effect.
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