Milwaukee Brewers Case Study

Sample Solution

Scenario One: DCF Counselor and Custody Order

Initial Situation: Immediate Response (Mother refusing to let go of daughter)

• Crisis Communication Technique: Active Listening and Empathetic Validation (De-escalation)
• Rationale: The mother is experiencing an immediate, intense emotional shock and distress. Her loud crying and refusal to let go of her daughter are symptoms of acute emotional overwhelm, not defiance at this stage. The initial statement, "I am sorry about this, but this is the best for your daughter, and you, right now," while well-intentioned, may have come across as dismissive of her pain or preachy, escalating her emotional response.
  • Active listening involves focusing fully on her verbal and non-verbal cues. Instead of trying to rationalize or explain, the caseworker should primarily listen.
  • Empathetic validation means acknowledging and reflecting her feelings without necessarily agreeing with her actions or conclusions. Examples of statements would be: "I see how incredibly difficult and heartbreaking this is for you right now," "It's clear how much you love your daughter, and this news is devastating," or "I can only imagine how painful this is to hear." This approach helps to de-escalate the immediate emotional explosion by making the mother feel heard and understood, which is crucial for

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• • establishing rapport and beginning to gain her cooperation. It creates a space for her to process the initial shock without feeling immediately judged or needing to defend herself. The presence of the friend is also an asset here, as the friend can provide comfort, and the caseworker should acknowledge their presence and support.

After an Hour: Mother still non-compliant

• Crisis Communication Technique: Information Delivery with Clear Expectations and Procedural Guidance (Rational Persuasion/Problem-Solving)
• Rationale: After an hour, the initial shock has had time to plateau, even if the distress is still high. Continued non-compliance indicates that purely empathetic validation, while necessary initially, is no longer sufficient to move the situation forward. The communication needs to shift from purely emotional de-escalation to providing structure, clarity, and a path forward, albeit gently.
  • The caseworker needs to transition to a more structured conversation, explaining the process that must occur. This is rational persuasion delivered with empathy. Statements would focus on "what happens next" and "how we can make this as smooth as possible for your daughter."
  • Examples: "Mrs. [Mother's Name], I understand this is still incredibly painful. We need to explain the next steps for your daughter's safety and well-being. Can we talk about how we can make this transition as gentle as possible for her?" or "While this is difficult, our priority is your daughter's safety. We need to discuss how we can facilitate her transition to her temporary placement. What questions do you have about this process?"
  • This technique involves setting clear, non-negotiable expectations (the custody order will be enforced) but presenting them within a framework of problem-solving and focus on the child's well-being. It should also involve offering practical information about visitation rights, resources, and steps the mother can take to work towards reunification, giving her a sense of agency over her future. The friend can be involved in this by asking if they can help facilitate this discussion or comfort the mother. This approach leverages the initial empathy to build enough trust to move towards necessary compliance.

Scenario Two: Power Plant Protest

Initial Situation: Police Officer Responding to Elderly Protesters

• Crisis Communication Technique: De-escalation with Empathy and Information Gathering (Negotiation/Understanding)
• Rationale: The security officer's initial approach ("You are trespassing... I have called the police, and you will be subject to arrest") is highly confrontational and escalatory, especially given the age and stated motives of the protestors. The "Hell no, we won't go!" response indicates defiance, but the later "blowing bubbles" suggests a non-violent, symbolic, and perhaps even playful form of resistance, rather than outright aggression. As a police officer, the immediate goal is to de-escalate potential conflict, avoid unnecessary arrests, and gain compliance, or at least understanding.
  • De-escalation with Empathy: The officer should avoid immediately repeating threats of arrest. Instead, acknowledge their presence and purpose: "Good morning/afternoon. I see you have signs about plant emissions, and you wish to deliver a letter. I understand you're here because you have concerns."
  • Information Gathering/Negotiation: Immediately follow up with questions designed to understand their precise goals and offer alternatives: "Could you tell me more about the letter you wish to deliver? Perhaps we can find an appropriate way for your message to reach the company president without requiring you to trespass." or "While I understand your concerns, this is private property, and remaining here will result in trespassing charges. Is there someone specific you'd like to speak with, or perhaps we can help facilitate the delivery of your letter another way?"
  • This approach prioritizes understanding their grievance and offering a pathway for their message to be heard through legitimate channels. It treats them as concerned citizens, not immediate threats, which is more likely to elicit cooperation than a purely enforcement-first stance. Given their age and non-violent demonstration, a more collaborative approach is warranted.