Just sharing a little humor from the BM section.


USE OF FORCE: PERSRU

PERSRU USE OF FORCE CONTINUUM

There are 6 levels of the PERSRU Use of Force Continuum:
1) Yeoman Presence
2) Office Commands and Consequences
3) Control the Situation Techniques
4) Aggressive Yeoman Response Techniques
5) Intermediate Office Supplies
6) Sarcastic Force

LEVEL 1) YEOMAN PRESENCE: IGNORE THE PROBLEM

Scope: These are every day basic tactics to help you through the day. Practice these and it will be 1500 before you know it.

a) Do not answer your phone. Nobody ever calls a Yeoman with any good news. It will always be more work or an angry Boatswain’s Mate calling to complain about you.
b) Stay out of the office. If you are not in the office, they can’t bother you. Most times they will not wait for you to come back and they will ask the 1st Yeoman they see.
c) Stand clear of the customer service desk. Don’t get caught in the fatal funnel!

LEVEL 2) OFFICE COMMANDS AND CONSEQUENCES: “I’LL GET BACK TO YOU.”

Scope: In the event that you have a lapse of judgement and the member contacts you, immediately go to level 2 use of force.

a) Double Check. Let the member know that you are 99% sure that you know the correct answer, but you want to double check. In reality you have no clue, but this gets the customer off your back for a little while.
b) Phantom Customer. This only works when you are on the phone, but let the member, XPO, officer, etc., on the phone know that you have a customer with you and that you will call back as soon as you are finished up. (Note: Do not call back)

LEVEL 3) CONTROL THE SITUATION TECHNIQUES: EXCUSES, EXCUSES.

Scope: If the member is not responding to your office commands and consequences, you must give convincing excuses why you can’t help right now. NEVER tell the truth.

a) You’re my next priority. Make them feel important even though they are last on your list.
b) Duty. Duty gets you out of anything. Watch, colors, chow relief, morning muster, pennants, etc. All are valid excuses.
c) Range. Most times they will be thrown off by the fact that a Yeoman said “M-16.”
d) YN Acronyms. Ex: The P606 didn't go through so I have to fill out an 8439 to get your 1177. I'll do that right now.

LEVEL 4) AGGRESSIVE YEOMAN RESPONSE TECHNIQUES: BLAME THE SYSTEM

Scope: It is NEVER your fault. There are plenty of things to blame. When using Level 4 it is important to let the member know that you would do it “right now” if the system weren’t down.

a) Things to blame include but are not limited to:
-Direct Access
-PSC (You can also use HRSIC, CGHRMS, Topeka, Kansas, DEERS, or JUMPS. They are all pretty much the same thing, but the member doesn’t know that.)
-The Mail/Email
-The Server
-Phones were down
-Fax Machine

LEVEL 5) INTERMEDIATE OFFICE SUPPLIES: BLAME THE MEMBER.

Scope: Used for irate callers. They will be expecting excuses so turning the blame around on them will confuse them long enough to hang up. Make sure not to answer your phone for at least 2-3 days after a call like this.

a) It’s your equipment, not mine. Inform the member that you have been receiving faxes, mail, email etc. from everyone else except him. He’ll have to hang up to check his stuff.
b) You didn’t fill out the paperwork properly. Instantly makes the member feel stupid. Immediately follow up with “I tried to call you but you weren’t around.”

LEVEL 6) SARCASTIC FORCE: “LIE”

Scope: Unlike the Use of Force Continuum, you do not have to use the PERSRU Use of Force in order. You may skip to level 6 at anytime and do not have to justify why you did.

a) I’m all over it. Your bread and butter. Even though you are not all over it, that’s all your Chief, XPO, member, etc., wants to hear. If they keep talking, just repeat it over and over again until they leave/hang up.
b) Blame your fellow YN’s. Simply scream out another Yeoman’s name that is in the office. “Ron!”, “Emily!”, “Sonny!” Like bugs to a light, the member will be drawn to the new yeoman and focus all their questions on him/her.

NOTE: Long periods of leave are recommended after using Level 6 to many times in 1 week. Serious repercussions will follow if you hang around including loss of liberty, actually having to do your work, and increased exposure to more problems.

INDIVIDUAL BEHAVIOR TYPES

 PASSIVE COMPLAINER (Level 1-3)
 PASSIVE DEMANDER (Level 1-3)
 AGGRESSIVE COMPLAINER (Level 4-6)
 AGGRESSIVE DEMANDER (Level 4-6)

Passive Complainer: Passive Complainers have legit problems but their problems require a lot of work and are a hassle to do right away. They do not resist when told that you are working on their problem and you will get right back to them.

Passive Demander: Passive Demanders ask follow up questions, when told you will get back to them. Example: “When are you going to get back to me?” “Can you copy me on that email so I know it went out?”, “What is taking so long?” Passive Demanders do not respond to Level 1 but do not threaten to call your supervisor.

Aggressive Complainer: Aggressive Complainers do not listen to reason or comprehend the concept of lead-time. They do not understand that you can’t pull a reenlistment contract out of your…..shoe….and give it to them right away. You must immediately blame the system or the member themselves to avoid escalating to Level 6.

Aggressive Demander: Aggressive Demanders are usually E-7 and above. Most are Boatswain’s Mates, but they can be any rate including Yeoman. A.D.’s have been in supervisory roles for too long and have forgotten what it is like to actually work. Using Level 5 usually will not work because it is considered disrespectful. Level 6 is appropriate for A.D.’s.

WEAPON PQS

Pen Retention: Maintain positive pen awareness at all times and do not leave your pen unattended. If you drop your pen on the ground, fight for it. 90%.of the subjects who succeed in disarming a Yeoman, will use it to give that same Yeoman more work.

406 Swingline Stapler PQS

1) IDENTIFY the 406 SS’s to stapling types and give a brief description of them.

2) DEMONSTRATE the following operations and SS characteristics.

a) Single Action
b) Springer/Loader Staple Pusher
c) Staple Stop/Staple Stop Release

3) DEMONSTRATE the standard method of stapling with the 406 SS.
-Loaded staple chamber, staples pointed inward, staple placed down on flat surface.
-Expert staplers can use the hand squeeze staple method.

4) DEMONSTRATE emergency procedures for 406 SS.
Double Staple Feed: Keep the stapler pointed in a safe direction and Smash, Squeeze, Slam, Crack, Squeeze. If stapler still does not staple, repeat steps 3 and 4.

Mis-staple: Wait 10 seconds. If a staple does not come out, raise your non-stapling hand and wait for a Yeoman to come by and clear the stapler for you. If you squeeze the stapler after a Mis-staple, you risk putting added pressure on the already existing staple causing staples to go everywhere. I’ve never seen this in person, but a buddy of mine did and it wasn’t pretty. There were staples all over the desk, floor, and even in his coffee cup. Awful!

5) DEMONSTRATE procedures for ensuring the stapler is unloaded.
-Keeping the stapler pointed in a safe direction, use the push-pull method to inspect the staple loader chamber.
-Once you have inspected it, CHECK IT AGAIN!!! Failure to do so is grounds for immediate dismisal from any Admin office for 6 months.

-All Stapler quals must be current and updated whenever it is inconvenient for you. One yeoman will be around to give training once a month for everyone at the Sector. You will be informed when this day is after 1500 on the day prior. Failure to do so will result in your pay being allotted to my untraceable Swiss bank account.