MEPS_PG_v_1.1.pdf

MEPS COMMUNICATION SKILLS

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

YOUR NAME _____________________________________________

DATE _____________________________________________

INTRODUCTION

As MEPS Liaison, your mission is to make sure Marines who take the Marine Corps Oath of Enlistment are worthy of the Corps and absolutely qualified to serve their country as Marines.

This program is intended to provide an immediately useful set of concepts and skills that will support the complex communication challenges you face as a MEPS Liaison.

Learning Objectives

Upon completion of this program, you will be better able to:

• Understand the critical role the MEPS Liaison plays in the enlistment process and maintain the quality and strength of the Marine Corps.

• Be familiar with reasons why an applicant would conceal information.

• Consistently detect when an applicant is withholding information or providing inaccurate information.

• Establish an environment that allows for an effective Quality Control Interview.

• Recognize and demonstrate advanced observation and questioning skills to uncover missing, concealed or misrepresented information.

• Ensure that accurate and complete information is revealed prior to the applicant’s pre- and post-enlistment interviews with MEPS staff.

• Build relationships with other influencers within MEPS to help overcome unanticipated obstacles in an applicant’s enlistment process.

• Recognize and use a specific skill set when asking MEPS personnel (and others) for actions that are not standard operating procedure.

What additional MEPS communication objectives do you personally have for this program?

STOP

Use the chart below to take notes during this activity.

A DAY IN THE LIFE PART ONE

WHAT WHO

AM

MID-DAY

PM

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

PURPOSEFUL CONVERSATIONS: QUALITY CONTROL INTERVIEWS

A MEPS Liaison spends much of the day communicating, often trying to get applicants to reveal information or MEPS staff to think or do something differently.

Consultative Selling, which was the focus of MC3 and is the recruiter’s job, is a Purposeful Conversation. Other types of Purposeful Conversations are Coaching and Counseling Conversations or Influencing Conversations.

The Quality Control Interview conducted by the MEPS Liaison is another type of Purposeful Conversation, in which the outcome you are trying to achieve is to ensure that the applicant is qualified to join the Marine Corps.

This program covers two types of Purposeful Conversations: Quality Control Interviews and Asking for an Exception. Let’s focus first on Quality Control Interviews.

Quality Control Interviews

Those interviews follow the same basic steps as other Purposeful Conversations — you Build Rapport and Listen with Purpose, Engage, Explore and Confirm, and State Next Steps. The steps of Engage and State Next Steps are essentially the same as in any Purposeful Conversation.

Build Rapport, Listen with Purpose and Set Expectations for Truthfulness throughout the conversation to allow for an open, honest exchange of information – this is critical in a MEPS environment.

Building Rapport in a Quality Control Interview is essential to establish trust and encourage applicants to share complete and accurate personal information.

When you Build Rapport, you will:

• Demonstrate Corps Values by maintaining a professional appearance, speech, ethical behavior, etc. For example, you should never use foul language with an applicant.

• Match and Mirror by being aware of the applicant’s state of mind, nervousness, etc. and calibrating your own body language to put him or her at ease whenever possible – this builds trust. For example, if the applicant is extremely nervous, you may want to calm down, lower your voice and slow down. This can relieve some of the tension and allow for a more relaxed flow of information.

• Find Common Ground by connecting with the applicant on a human level, ask questions about him or her personally, demonstrate an interest in what he or she is interested in. For example: “When I enlisted in the Marine Corps, I wanted to be in Infantry too. I can relate to your desire to get in on the action.”

Continue to the next page.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

When you Listen with Purpose, you’ll apply all of these important skills:

• Listen to Understand – clarify and confirm, using open-ended questions to clarify and closed-ended questions to confirm

• Listen for Facts and Feelings – paying attention to not only what matters to the applicant but also why it matters

• Listen to Build Trust – by listening actively so the applicant knows you are fully engaged

• Observe Body Language – to pick up on clues that will influence how and when you

Explore and Confirm (this will be covered in-depth later in the program)

Set Expectations for Truthfulness

In a MEPS Quality Control Interview, it is important that you Set Expectations for Truthfulness early and often.

In a MEPS environment, the applicant must be informed that the truth is the only thing that matters to you as you review paperwork and conduct the Quality Control Interview. You set expectations for truthfulness at the beginning of an interview and during the interview as required to remind the applicant that truth is all that matters.

During the interview, you will define “truth” for applicants as: complete and accurate information about any aspect of an applicant’s life — from their first moment after birth until the present moment.

You will also describe what can happen to an applicant who enlists fraudulently and “pops” concealed or omitted information at pre- or post-enlistment interviews with MEPS Operations, at Recruit Training or beyond.

For example, to Set Expectations for Truthfulness, you could say something like this (in your own words):

“This process is designed to identify those applicants who have engaged in serious, unaccept-able past behavior. Some applicants deliberately withhold, or lie about, information that is later uncovered. Usually that information would not have been serious enough to affect the appli-cant’s chance of successful enlistment. However, the fact that they did not tell the truth when asked shows a lack of either integrity or maturity, and once the truth comes out, they are not allowed to continue with the enlistment process or are removed from the Marine Corps. There-fore, it is extremely important that you answer every question truthfully. I am not perfect, and I do not expect you to be perfect. However, I do expect you to be truthful!"

In Engage, you simply set the stage for the interview:

• Transition to Business: “Let’s get started by reviewing the information you provided …”

• State the Agenda and its Value: “We’ll review the information in detail, and I’ll ask you questions to clarify and make sure the information is complete and accurate. This will help ensure there are no unexpected obstacles to your enlistment later on.”

• Test for Yes: “How does that sound?”

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When you Explore and Confirm, you will ask questions and exchange information with the applicant in a way that encourages the applicant to share truthful and complete information, using MEPS Questioning Techniques. We will cover these techniques later in the program.

To end the conversation, you Gain Commitment:

• Ask for a Commitment: “Are you willing to commit to me that you have been completely truthful and honest before you move to the next step in the process?”

• State Next Steps: “Next you will …, then we will ...”

• Test for Yes: “Do you understand?”

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

MEPS QUESTIONING TECHNIQUES

The MEPS Questioning Techniques (MEPS QTs) are used during the Explore and Confirm part of the Quality Control Interview to encourage applicants to share truthful and complete information. Remember, Explore and Confirm is a two-way exchange of information in which you clarify and confirm by asking good open and closed questions.

These techniques are mission-tested as part of hiring process interviews for positions that demand total honesty and trustworthiness and are used by successful organizations worldwide.

What: Ways to encourage an applicant to share truthful and complete information.

Why: To make sure an applicant is qualified to enlist.

When: When appropriate and necessary in a Quality Control Interview.

How:

• Ask Assumptive Questions/Make Assumptive Statements Assumptive questions and statements assume some degree of “guilt” and build on the idea that the applicant is not expected to be perfect. When you assume guilt, you ask questions that provide an opportunity for the applicant to deny guilt. With this technique, the thing an applicant may want to hide (like drug use or police involvement) is assumed, and the questions or statements are about “how much/how many/how often” rather than “if.”

For example, you might say (in your own words):

“Name the illegal drugs you have tried.”

"Now is your chance to tell your side of it; when we check with the county sheriff’s office, how many times will they tell us you were arrested for speeding?"

When you indicate that you will check on the information, you encourage the applicant to be honest before any dishonesty is uncovered outside the interview.

• Use Powerful Language/Create Urgency

Powerful language is about using emphasis in many forms. Powerful language can focus on risk and consequences. It can heighten awareness of the consequences of even minor deceptions or omissions. The goal is to gain attention and make the applicant feel as if the risk of not being truthful is too great, given the consequences of being “caught” during the enlistment process or beyond.

For example, you might say (in your own words):

“Applicants sometimes try to conceal small things that could easily be addressed by a waiver during the enlistment process. I want you to know that we catch everything sooner or later, so if there is something I should know, tell me right now. This is your last chance before you get to Recruit Training. When something is discovered there that didn’t come out here, you could jeopardize your chances of becoming a Marine. If it comes out here, we can probably fix it. What are you keeping from me?”

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• Give Something to Get Something A feeling of obligation is a strong motivator. To make an applicant feel obligated, start the process by “giving” something to the applicant: information. Reveal something relevant about yourself or someone you know. (This also reinforces the idea that you and others are “not perfect.”) What you reveal should be related to the information about which you feel the applicant is not being 100% honest.

For example, you might say (in your own words):

“My brother was a big drug user in high school, so I’m familiar with drugs. What I need you to do is name every illegal drug you have tried, even if it was marijuana just once. Believe me, you can’t shock me!"

“I had a really beat-up car in high school, but it could fly. I’d be surprised if you had more speeding tickets than me.”

• Ask "After the Interview" Questions

Just because you tell an applicant that an interview is over doesn’t mean you stop gathering necessary information. “After the Interview” questions relax the applicant and could catch him or her off guard by seeming to end the interview and lower the stress level. The questions you ask “after the interview” are unexpected, and you ask them in a casual way. They communicate that the tone has shifted, and now it’s “just conversation.”

For example, you might say (in your own words):

"How do you feel now that you have finished answering the questions I just asked you?”

“So, should I really believe all your answers were truthful?” (If yes — “Why?”)

“What will you say if something comes out later that proves you withheld critical information?"

There is no set order for using the MEPS Questioning Techniques – they are not lock step, but you will ask "After the Interview" questions after you have formally “finished” the interview, or when you want to give the impression that the “hard part” of the interview is over.

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Wrong Turns

Giving up too soon means you feel like something is not quite right — based on an applicant’s paperwork, body language or something that applicant has said or not said — and you let it go without resolving it. That can happen on very busy ship days or because you can’t think of another way to approach the applicant to get more information.

One-way communication means you’re doing all the talking, and the applicant is responding to questions with nothing more than “Yes, sir” or “No, sir.” That’s what happens when you ask closed questions that don’t give the applicant an opportunity to provide detailed information.

Ignoring body language means you are not listening with purpose to take advantage of the signals applicants send with their body language or tone of voice. If you keep your eyes locked on the paperwork rather than an applicant, and if you keep your mind focused on an applicant’s words to the exclusion of how those words are said, you’ll miss important clues about an applicant’s honesty.

Assuming every applicant is lying is a trap that even seasoned MEPS Liaisons can fall into.

When you understand that applicants have reasons for withholding or misrepresenting information, you can effectively guide them to be truthful. When applicants are not withholding or untruthful but you treat them as if they are, it erodes trust in you and the Marine Corps. Resist the inclination to become jaded and combative. It won’t get you anywhere.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

VIDEO OBSERVATION FORM: QUALITY CONTROL INTERVIEW: MEPS

QUESTIONING TECHNIQUES

Check the skill steps you hear and jot brief notes about their use.

(Throughout):

Build Rapport

Listen with Purpose

Set Expectations for Truthfulness

What was Said?

Engage

Transition to Business

State the Agenda/Value ___________________________________________

Test for Yes ____________________________________________

Explore/Confirm

Ask Assumptive

Questions/Make Assumptive Statements

Use Powerful Language to Create Urgency

Give Something to Get Something

Ask “After the Interview” Questions

Gain Commitment

Ask for a Commitment

State Next Steps ____________________________________________

Test for Yes ____________________________________________

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

MEPS QTS INTERVIEW SCENARIO

• The scenario below highlights things said by the MEPS Liaison. Identify which of the Purposeful Conversation skills and MEPS Questioning Techniques were used by writing the letter that corresponds with the correct technique on the MEPS QT Interview Scenario Score Sheet Handout.

MEPS Liaison:

1. Tommy, I want to start by telling you that as I go through your documents and ask you questions, I have only one goal. That goal is to make sure all your personal informa-tion is accurate and complete so you can become a United States Marine. Is that clear, Tommy?

Tommy: Yes, sir.

2. Tommy, all I am interested in is the truth. By the truth, I mean all the information about your life with nothing left out and all of it absolutely accurate. I need your promise that everything you say to me will be the truth. Can you promise me that?

Tommy: It will be the truth, I promise.

MEPS Liaison: Good, let’s get started.

(They review some documents, and the MEPS Liaison asks questions. The Liaison feels that all answers have been truthful and complete. When they get to the medical history, this changes.)

MEPS Liaison: Tommy, according to what I see here, you immigrated to the U.S. from Ukraine when you were 13 years old and became a U.S. citizen at 15. Is that correct?

Tommy: Yes, my whole family came over then, and we all became U.S. citizens.

MEPS Liaison: You also indicated that you’ve never been hospitalized, is that correct?

Tommy: Yes, sir.

3. Tommy, almost everyone in the U.S. has been hospitalized at one time or another, so I want to make sure this information is correct.

4. So how many times have you been hospitalized?

Tommy: Umm, I’ve never been to a hospital.

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MEPS Liaison: Tommy, this is the kind of thing we have to be sure of. If you have a medical condition or some medical history we don’t know about, you could end up being discharged from the Marine Corps if that medical history comes out later.

5. Let’s say you’re injured as a Marine and you need medical attention, and the doctors find evidence of medical information you didn’t reveal. When that happens, and it will happen, you are out of the Marine Corps and may be in jail for fraudulent enlistment.

6. You know, every day Marines are discharged because they didn’t come clean before they enlisted. Their lives are ruined. Now’s the time to tell all, Tommy, before something comes out down the road and you have to pay the price. Do you understand that?

Tommy: Yes, sir, I do. I have never been to a hospital, really.

7. When I was a kid, my parents took us to Canada for a vacation. While we were there, I got stung pretty bad and had a reaction. I went to a Canadian emergency room and got treated. I just forgot to tell my recruiter when he asked me about my medical history. When I was in MEPS, the MEPS Liaison helped me remember it.

We documented it and resolved it.

8. So what about your medical history did you leave out when you talked to your recruiter?

Tommy: Really, nothing.

MEPS Liaison: OK, Tommy.

(They review more paperwork, and after they have looked at every document, the MEPS Liaison continues …)

MEPS Liaison: OK, that does it. You can relax now. The interview is over.

Tommy: OK … how’d I do?

9. You did fine. How do you feel now that you have finished answering the questions I just asked you?

Tommy: I feel relieved, just glad we’re done.

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MEPS Liaison:

10. I understand. Interviews can be stressful, especially when there’s so much at stake. How do you feel now that you made it through the interview?

Tommy: Relieved, sir.

11. OK, what are you relieved about?

Tommy: Well, that nothing will get in the way of my enlistment, sir.

12. What do you think could have gotten in the way?

Tommy: I mean, I don’t know if it matters, but when I was a kid back in Ukraine, I fell off my bike and hit my head on a rock. I don’t remember it well, but I was in a hospital when I woke

up. They said I was OK, and I don’t think I stayed overnight, so I guess I didn’t think it would matter to the Marine Corps.

Scenario ends.

Turn to next page for note space to be used during activity debrief.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

Use this page for notes and to keep track of anything you want to remember and use during MEPS interviews.

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LISTEN WITH PURPOSE: OBSERVE BODY LANGUAGE

An essential communication skill, Listen with Purpose should be used ongoing and throughout a Purposeful Conversation. In a MEPS Quality Control Interview, listening skills are critical to ensure that the applicants who enlist are qualified to become Marines.

One particular Listen with Purpose skill – Observe Body Language – is especially important in this setting. When a MEPS Liaison is tuned in to the body language of an applicant, he or she can discover a vast amount of clues that can help identify whether the applicant is withholding or misrepresenting information. This allows the MEPS Liaison to apply the MEPS Questioning Techniques appropriately.

It can be very difficult to tell the difference between a person who is extremely tired from the long drive to the RSS and is nervous about processing, for example, and a person who is trying to hide information that could prevent his enlistment into the Marine Corps. Both situations are stressful.

Manage the Environment

Before the interview even begins, be sure to set up the room in which you conduct interviews to allow you to see the applicant, be sure there are no noises or visual distractions, etc. Close your door if possible. Position the applicant in a chair that is slightly lower than yours if possible, and in a place where you can see him/her clearly.

Establish a Baseline

A good place to begin is to establish a baseline for the specific applicant’s behavior. How does this person behave normally, when not deceiving or subjected to undue stress?

You can do this as you Explore and Confirm by asking non-threatening, simple questions that the applicant has no reason to answer other than truthfully. For example:

• “How is your school’s football team doing this year?”

• “So you live in Mainville. How far is that from Parktown?”

• “I go through there a lot; where is a good place to eat?”

This allows you to observe the applicant’s natural behavior – posture, how he or she makes eye contact, uses gestures, uses inflection and tone of voice, etc., and to make a mental note of how he or she responds normally. This can also help you Build Rapport.

Look for Clues

Once you recognize normal, baseline behavior, you can begin digging deeper into the applicant’s information and then use the MEPS Questioning Techniques if appropriate.

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Listen carefully, using Listen with Purpose skills. Following are some verbal clues that an applicant may be less than truthful or hiding information and that you should question more thoroughly:

• Long pauses

• Answering too quickly

• Extreme politeness

• Frequent asking to repeat the question

Observe Body Language

Many clues are non-verbal. Pay attention to these non-verbal indicators that an applicant may be withholding information or not telling the whole truth:

• Posture – Rigid posture or alternating between relaxation and stiffness. Hands, legs crossed tightly or items used as a barrier. Leaning away from you.

• Nervous gestures and body movement – Covering mouth with hands, wide-eyed look, rapid eye blinking, licking lips, scratching, fidgeting.

• Eye Contact – Looking away (to the floor, left, right) when answering the question. Difficulty making eye contact or unnatural, exaggerated eye contact.

• Facial response – Face whitening or blushing.

What are some other clues that you think might indicate that you should use the MEPS Questioning Techniques to ensure you gain full and accurate information?

It is important to note that none of these clues are proof that a person is being deceptive.

Every individual’s behavior is unique and can mean many things or mean nothing. If you pick up on one of these or other clues that cause you to think a person is being less than truthful, use the MEPS Questioning Techniques.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

VIDEO OBSERVATION FORM – LISTEN WITH PURPOSE: OBSERVE BODY

LANGUAGE

Make notes on what you observe for each episode.

Episode 1:

Episode 2:

Episode 3:

Episode 4:

Episode 5:

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ROLE PLAY: MEPS QUESTIONING TECHNIQUES

Divide up the scenarios and take turns playing the role of the MEPS Liaison. Prepare for your part in each scenario.

Scenario 1: MEPS Liaison Information

Jon Mark is a 20-year-old high school graduate who is in his first year of community college.

The college is in the same town in which Jon Mark lives.

After the morning check-in brief, you spent a few minutes getting to know Jon Mark and build some rapport. You learned he’s lived in his hometown all his life and has a strong desire to travel the world. He also mentioned wanting a specific job in the Marines — one that would require a security clearance.

He mentioned that he plans to take college courses in international business, as he hopes to become a stockbroker — inspired by his father, who owned a small business in his hometown, Smithville. Jon Mark is excited about the travel opportunities the Marines will provide.

As you prepare for the pre-enlistment interview, you take a moment to review his enlistment file and notice a few annotations that catch your attention:

• High school diploma was issued from a school in California.

• Reviewing the address section of the SF86, it is annotated that he lived at his current address from birth to present.

• SF86 annotates both of his parents live at the same address as Jon.

• 1966 Page 2 states he graduated high school in Westbend, California two years ago.

• 1966 Page 2 does not indicate he is currently attending a community college.

• SF86 Employment History Section: annotated as having a job as a cashier at a 7-11 convenience store in Westbend, California for six months, two years ago.

• DD369 police check states he lived at current address all his life.

Compare the information in his enlistment file with what you learned from Jon Mark when you built rapport with him. As you do your quality control interview, make sure you get all the details you need to tie up all loose ends, especially if any new information comes up.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

MEPS Liaison Role Play Preparation

To help you succeed in the role play, answer the following questions when you are in the role of the MEPS Liaison. Read the MEPS Liaison information and then answer the questions below.

1. What discrepancies or errors are there in the applicant information I have?

2. What information do I need to resolve those discrepancies?

3. What MEPS Questioning Techniques will I use to get the information I need from the applicant?

4. What will I say when I use the techniques I plan to use?

WHEN YOU ARE IN THE MEPS LIAISON ROLE, DO NOT REVIEW THE APPLICANT

INFORMATION ON THE NEXT PAGE.

Scenario 1: Applicant Background Information:

You are playing the role of Jon Mark, a 19-year-old high school graduate. When you arrived at the MEPS this morning, you told the MEPS Liaison that you attend community college and take classes in international business. You hope to become a stockbroker. You’re inspired by your father; he owns a small business in your hometown, Smithville.

You stated that you’ve lived in Smithville your entire life and want to travel the world. You’re excited about the travel opportunities the Marines will provide. You also told the MEPS Liaison that you want a specific job in the Marine Corps — one that requires a security clearance.

Disclose the following to the liaison only if asked:

Residence:

• You were born and lived in Smithville for 17 years until the end of your junior year of high school.

• At age 17, your parents got divorced, and your mother relocated to Westbend, California. You moved in with your mom to provide assistance.

• You lived with your mom at 123 Sunny Dr., Westbend, CA 55555, from June 1, 2011 to

September 1, 2012.

• You moved back to Smithville on September 1, 2012 to live with your father when your mother remarried.

High School:

• You attended Westbend High your senior year and graduated in May 2012.

• The high school’s address is 53 N. Main St., Westbend, CA 55555.

Police:

• You received one reckless driving ticket in Westbend for driving 78 mph in a 45 mph zone on July 4, 2011.

• You were arrested for trespassing on school property by Westbend Police Department on January 15, 2012. You and two friends were playing basketball on the schoolyard at 10:00 p.m. You went to court, and the charge was dismissed by the judge, as the school elected not to press charges.

Parents’ Information:

• Father lives at 29 Metropolitan in Smithville. He is not married.

• Mother lives at 123 Sunny Dr. in Westbend, California. Mother’s name is Mrs. Wendy

Green.

• Stepfather is Ralph Green, who lives at 123 Sunny Dr. in Westbend, California.

Mr. Green is a Mexican national. He has a valid 1551.

Note: If the liaison asks why your paperwork does not accurately reflect your California residency, your mother’s residency or any of your stepfather’s information, tell the liaison that your recruiter said it wasn’t important and would make the paperwork easier if that information was left out.

After the first role play is complete, turn the page for the next scenario and switch roles.

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Scenario 2: MEPS Liaison Information

Jerry Ulla is a 17-year-old high school senior who wants to enlist into the signal intelligence program. At the end of his junior year, his dad accepted a job as a firefighter in Maryland, so Jerry and his father relocated at that time to Maryland.

The Senior Liaison needs to focus his time on preparing packages for shipping, so he has directed you to conduct a pre-enlistment interview with Jerry. Jerry has a tattoo (pictured below).

The Senior Liaison is concerned about the tattoo and has asked you to ensure that Jerry has no criminal background. To do that, you’ll need to use MEPS Questioning Techniques.

As you prepare for the pre-enlistment interview, you take a moment to review his enlistment file:

• Transferred schools at the start of his senior year from Freemont High School to Bigtown Central High School.

• Holds a 3.5 GPA and needs only four classes to graduate.

• Drug Abuse Screening Form states that he used marijuana two times between March 2010 and October 2011.

• DD369 police check from past residence states no arrests.

• DD369 police check from current residence states no arrests.

• Applicant meets mental qualification for signal intelligence program.

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MEPS Liaison Role Play Preparation

To help you succeed in the role play, answer the following questions when you are in the role of the MEPS Liaison. Read the MEPS Liaison information and then answer the questions below.

1. What discrepancies or errors are there in the applicant information I have?

2. What information do I need to resolve those discrepancies?

3. What MEPS Questioning Techniques will I use to get the information I need from the applicant?

4. What will I say when I use the techniques I plan to use?

WHEN YOU ARE IN THE MEPS LIAISON ROLE, DO NOT REVIEW THE APPLICANT

INFORMATION ON THE NEXT PAGE.

Applicant Background Information:

You are Jerry Ulla, a 17-year-old high school senior who wants to enlist into the signal intelligence program. You moved from Florida to Maryland at the end of your junior year due to your dad’s job as a firefighter. You transferred schools at the start of your senior year from Freemont High to Bigtown Central High School.

You hold a 3.5 GPA and need four classes to graduate. You noted that you experimented with marijuana two times between March 2010 and October 2011. You have a tattoo on your chest of praying hands holding a rosary with the words “Only God Can Judge Me.”

Disclose the following to the liaison only if asked:

Tattoo:

• You decided to get the tattoo because everyone on the football team decided to get it as a team tattoo … like being in a fraternity. State that all the football team members have the same tattoo.

• If asked what the tattoo stands for, state: “It stands for `Only God can judge the outcome of the game’ and `We pray before each game.’”

• If asked if it’s a gang tattoo, state: “No, but a police officer told me later some gang members have the same tattoo.” NOTE: If questioned further about why a police officer told you it was a gang tattoo, state: “I was arrested for tagging, and they questioned my tattoo.”

Police Involvement:

• If asked if you have ever been arrested, state: “Yes, but charges were dropped.” Do not provide additional information unless asked.

• When asked additional questions about the arrest, state the following, one answer at a time for each question asked (the order of answers does not matter):

1. Arrested for “tagging” (painting graffiti on a building) two months ago by Bigtown

Police department

2. What happened when arrested: You and three friends were hanging out on a corner after a football game about 10:00 p.m. A police officer drove up, saying someone saw you spray painting a building. When the officer asked if you have been tagging the building, all of you stated “No.” The police officer found a can of spray paint in the car of your friend who was driving and arrested everyone for tagging.

3. What happened at court: You were given a court date for February 2. Judge dismissed case on lack of evidence. No fines or costs.

4. Deny any gang involvement and that your friends are gang members.

Disclose additional offenses if asked:

• You received one reckless driving ticket in Bigtown, Maryland for driving 62 mph in a

35 mph zone on September 16, 2011. Paid $200 fine.

• Picked up for curfew: You were on school property “just hanging out” at 1:00 a.m. A police officer from the Bigtown police department detained you and called your parents.

You were released to your parents, did not get a ticket and were not arrested.

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ASK FOR AN EXCEPTION

Ask For An Exception is another type of Purposeful Conversation. In this case, the goal is to get a case-specific modification to a Standard Operating Procedure (SOP) so an applicant can be processed and ship out without delay due to any last-minute issues with his or her paperwork, etc. Ask For An Exception is to be used with any member of the MEPS staff who may have authority or a role to play in a proposed exception.

Things may come up during a final quality control interview that warrant an exception on ship day. The Ask For An Exception skills are only to be used in cases where issues with an applicant’s documentation or history can be resolved on the spot at the MEPS if the exception is granted.

On the other hand, some categories of new or different information, missing documents, etc., may require work that makes it impossible for the applicant to ship that very day.

In those cases, an exception is not an issue.

Build the Relationship Before it is Needed, Build Rapport and Listen with Purpose

These essential communication skills should happen early (even before) and during every Purposeful Conversation:

• Build the Relationship Before it is Needed is the foundation of requesting an exception and getting it approved. This is an application of the Build Rapport skill of a Purposeful Conversation. A solid relationship means your case will be heard and your request evaluated on its merits.

• There is no such thing as an “instant relationship,” and from day one at MEPS, it’s critical to Build Rapport at every opportunity with the MEPS staff, civilian and military. That rapport-building will pay off down the road when your exception request requires (as it almost always will) additional work on the part of MEPS staff.

• When you Build Rapport as part of the exception request conversation, keep it brief. As you’ve heard, everyone at MEPS has a lot of responsibility, and there’s no need to spend much time rapport-building when you have a solid relationship in place.

• In any Purposeful Conversation, it’s important to Listen with Purpose. If you don’t, you may miss out on signals that could impact your ability to get your exception approved.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

Engage

In this type of Purposeful Conversation, time is of the essence, so your Engage will be short and to the point:

• Acknowledge the Standard Operating Procedure (SOP)

You Acknowledge the SOP as part of Engage. In addition to an appropriate greeting, you also indicate that you know what the SOP is and that the exception request will probably mean more work for MEPS staff. Just as with Build Rapport, keep it short when you Acknowledge the SOP. For example: “I know we are past the cutoff point for today …”

SOPs exist for a reason: to make sure the MEPS can operate as efficiently and effectively as possible, regardless of workload demands on a given day of processing. When you ask for an exception, you propose a change with many potential implications.

When you’re new in your role as the MEPS Liaison, you should get very clear on the details of the various SOPs in place. That detailed knowledge will give you what you need to Acknow-ledge the SOP at the right level of detail. That level of detail indicates that you know what will be required when the SOP has to be modified due to your exception request.

Explore and Enable Ideas

• State the Exception and Why It Is Needed

This Explore and Enable Ideas step is where you encourage a two-way exchange of information. A clear statement of what the exception is indicates that you know what needs to be done to make the exception happen.

When you follow that up with Why It Is Needed, you use the value of the exception to tip the approved/not approved scales in your favor. If the MEPS staff member does not see enough value in the exception to justify the extra work, chances are it will not be approved.

For example: “This applicant is not projected, but we would like to walk her on. We just need medical to go over the documents regarding an old athletic injury and approve the process today. This applicant is highly qualified and motivated, and the RSS could really use this enlistment today.” When you state the value, also include the value to the applicant, to his or her family (if appropriate) and to the Marine Corps.

• Explore Possible Solutions

Offer ideas about how to move forward with the exception — propose what you think would work best. The MEPS staff member may have his or her own idea about the best way to fit the exception into the day’s workflow. Be prepared to adjust your proposed solution if the other person wants to see things done in a different way. Remember that it’s the exception approval you’re after, and whatever solution (within reason) produces that outcome is a good solution. For example: “If we can talk to the doctor together, it might make things quicker …”

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

Gain Commitment

• Test for Yes: invite a response, either positive or negative. Just because the exception has been discussed does not mean you have an agreement to move forward. Even if it’s an exception that’s easily or frequently granted, you still need to Test For Yes as a way to make sure that what’s been discussed and agreed to will be put into action. For example:

“So it sounds like we are agreed, correct?”

• State Next Steps to make sure you and the person with whom you are speaking are on the same page as to who will do what and when it will be done, to make the agreed upon exception happen. Clear next steps are essential to minimize impact on the SOPs and move the exception forward as efficiently as possible. For example: “I’ll walk to medical with you and we will …, then we will …”

An exception that is requested appropriately and, when approved, implemented with efficiency is the best way to ensure that exception requests down the road will get a fair hearing and likely approval.

Finally - it may sound obvious, but when an exception is given don’t forget to say “thank you.”

Expressing appreciation is a great rapport builder for the future.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

VIDEO OBSERVATION FORM: ASK FOR AN EXCEPTION

Check the skill steps you hear and jot brief notes about their use.

(Throughout):

Build Rapport

Listen with Purpose

Build the Relationship Before it is Needed

What was Said?

Engage

Acknowledge the SOP

Explore and Enable Ideas

State the Exception and

Why it is Needed

Explore Possible Solutions

Gain Commitment

Test for Yes ____________________________________________

State Next Steps ____________________________________________

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

ROLE PLAY: ASK FOR AN EXCEPTION

Divide up the scenarios and take turns playing the role of the MEPS Liaison. Prepare for your part in each scenario. Assume you have already Built Rapport and Engaged when you begin the conversations.

Scenario 1: MEPS Liaison Information You are the MEPS Liaison. It’s after 6:30 a.m. at the MEPS, and the medical floor is locked down until after 11:30. After an applicant has completed his inspection physical for shipping, he disclosed that he had been arrested for possession of alcohol as a minor. He had not previously disclosed this information.

This information needs to be annotated on his medical documents before he can ship. You are concerned that the applicant will not clearly explain what is needed to the doctor, so you want to talk to the doctor yourself.

You need the MEPS Ops Chief’s permission to go back to medical during the lock-down. The travel arrangements have already been made, and you don’t want to see the ticket go to waste.

You want to talk to the doctor before the shipping cutoff to ensure that the applicant ships today.

You would like to see this happen before the other enlistees come back to the floor, so all your shippers get out in time with the rest of the MEPS shippers. In addition, the shipper is needed in order for the RS to make its reserve component for the month.

The Ops Chief, SFC Ortiz, is regular Army, and since you are new to the MEPS and have just begun to build a relationship with him, you need to make your request using all your skills.

IF YOU’RE PLAYING THE ROLE OF MEPS LIAISON, DON’T REVIEW THE OPS CHIEF

INFORMATION BELOW.

Ops Chief Information – Willy Ortiz

You are Army SFC Willy Ortiz. You don’t have much history with the MEPS Liaison since he is new, but he seems to be a nice guy and committed to doing a good job. On the other hand, you like to keep things running by the book and don’t want to give the impression that any and all exceptions will be OK’d.

In addition, the MEPS Commander has instructed you to clamp down on exceptions that involve medical. The head doctor must have complained about the number of exceptions his team has had to deal with over the last few weeks. If any MEPS Liaison wants anything that’s not SOP, he/she had better make a good case to get it approved.

After the first role play is complete, turn the page for the next scenario and switch roles.

© Copyright 2012 Marine Corps. All Rights Reserved. v.1.1

Scenario 2: MEPS Liaison Information

You are the MEPS Liaison. It’s a Monday morning, and you have an applicant that was not projected who needs to be walked on and SPF’d. He took the ASVAB when he was considering enlisting in the Army. He changed his mind and now wants to be a Marine. The Army still owns his ASVAB scores, and you need to SPF (Service Process For) those scores over to the Marines for the applicant’s enlistment to go through. The Ops Chief at the MEPS has already given you the OK to SPF the scores over. Now you must go to the files room to have the work done to make that happen.

When you get to the files room, you notice a big stack of medical files piled up on the desk of the Coast Guard Petty Officer who works the files room. You have known him for a while and have a decent working relationship with him — you have had chow with him once or twice when you both found a few minutes in the day. He doesn’t seem too happy to see you walk in.

IF YOU’RE PLAYING THE ROLE OF MEPS LIAISON, DON’T REVIEW THE PETTY OFFICER

INFORMATION BELOW.

Files Room MEPS Staff Member Information — Petty Officer Thomas Keller

You are Petty Officer Thomas Keller. Your job is to pull files and do related work as needed. It’s Monday morning, and you are already a good 30 minutes behind on some medical files, due to the large number of applicants on deck. There’s a big stack of those medical files on your desk

— a sure sign to anyone that your plate is full, and there is no way you have the bandwidth to say yes to another request today. Anyone who asks for anything at this point had better tread lightly.

Additional information: You have a “decent” working relationship with the Marines MEPS Liaison. He seems to be thoughtful most of the time about what he asks you to do, and you have shared some personal stories and eaten lunch together on occasion.