When considering them, you might want to write down what you have done in the past. If they have multiple options, make each known. I assure you that were doing everything possible to resolve this issue for you. This is a habitual practice of Dereks. <>>> For example, if a customers having an issue with a product, the first step to resolving it is determining whos responsible. De-Escalation Skill Training includes specific de-escalation topics such as Developing Intervention Strategies, Verbal and Non-Verbal Skill Training, and Crisis Escalation Stages. The first two steps are all about how the customer feels what they think of a situation and how they're unhappy. That must be really distracting. <>/XObject<>/Pattern<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> In cases where these tactics fail, officers can utilize de-escalation tactics that do not require force. We recently ran out, and unfortunately, were not sure when our new shipment will come in as it depends on our supplier. Rather than jumping to conclusions that effectively place the blame on the customer, try to empathize with them, as theyre likely disappointed over a purchase that they put a lot of thought into. A customer has purchased a VPN service and against the terms of services has installed it on multiple devices. Use these pause-and-reflect questions to guide class discussion: 2.Divide Students Into Pairs.Have students count off 1-2, 1-2. So why is de-escalation important? Read our article on how to improve your employees communication and negotiation skills using dialog simulations. Subscribers receive access to the website and print magazine. When he gave the test his thoughts were confirmed. http://gentle-response.com/Conflict De-escalation TrainingThis is a short 4 minute video from a De-escalation workshop I had with church security personnel, with some of the scenarios I had the students go through. Train retail staff online to boost sales and create a better customer experience. Representative: Yikes. For example, an impatient customer might start off calm and then get irritated and angry. Does your staff apply them consistently? What do you do? Materials Trainer's Guide 18. TM & 2021 Scholastic Inc. All Rights Reserved. In the fourth week of the term, he administered the first exam. Did you really learn and understand the 2-second rule when following another vehicle from reading about it or did you have to actually figure it out in person while driving in traffic? It is important that this training is introduced in concrete terms to instill officer confidence and to perfect the previous learned de-escalation skills training. Sure, inappropriate questions are annoying, but what do you do if the person doesnt follow your lead to a library-focused topic of conversation and it turns into an escalated situation? to bring your classroom to life, plus invaluable expert guidance that will help make your school a healthier, happier, kinder, more inclusive community. Fully-stocked eLearning authoring toolkit for PowerPoint. He believes that the questions were not what had been covered in the class and in homework assignments. De-Escalation Techniques for Real-Life Programming Scenarios May 26, 2022 By Hannah Arata, ALA Public Programs Office As a librarian, you may face stressful or potentially harmful situations on the job. Well, with iSpring Suite, you can build a dialog tree, a well-organized structure that you can manipulate with one click of a mouse. Moreover, because people learn best through experience, its best to create a virtual environment thats risk-free, highly immersive, and engaging. Demonstrate strategies to prevent, manage, or resolve interpersonal conflicts without harming self or others (NHES 4). Lets say you have a program coming up that might be met with disruptors. No problem. Regardless of the outcome of the role-play, it is essential to discuss it with all the participants. De-escalation is a pattern of behavior or steps that a person takes when dealing with an agitated customer in an effort to not only prevent the exacerbation of conflict but to help bring about a resolution. However, there are a few that are really hard to reach. Policy for more details. Provide the participants with instructions on the training process. However, how do you express all these different options in a way that allows your employees to naturally navigate this virtual environment? As nationally-certified materials, they fall under the V-VICTA program along with other modern, skill-building critical curriculum. When responding to calls, there is always a risk that the person(s) become unruly. If youre facing a patron who is asking inappropriate questions like where do you live? or are you married? while youre working, use your voice, face and body language to send a clear, assertive message. A successful de-escalation leaves the customer feeling heard and their concerns addressed. Born from a partnership between VirTra and the conflict experts at VISTELAR, this 4-hour course breaks down interactions and allows officers to train on their simulator how to de-escalate situations before they become detrimental. Representative: I understand that the price is steep for you, but this car is durable and fuel-efficient it achieves up to 48 MPG on the highway. (Prentiss), Situation: Bill, complains in a very belligerent manner in class about the type of questions on an exam. At the beginning of the year things seemed to go pretty good. While prices are normally fixed, rather than simply dismissing the customers request with a too bad, so sad attitude, calmly justify the price by describing the products unique features. They claimed that the test was unfair because it was confusing and they did not understand for sure what he wanted. Would that work for you? Be sure to send out the same policy messaging throughout your social media channels as well. She tells you she was in the hospital. In these cases, you will need to use de-escalation techniques. You are being redirecting to Scholastic's authentication page For more support materials,visit our Help Center. If a person failed to find the correct approach, invite trainees to analyze the reasons, such as lack of persuasion or too aggressive communication, and suggest different strategies. ?" You: "My dad died last night and I just came in here to have a drink." DE-ESCALATION 3 Potential Opponent: " Thats why you should never take employee training for customer service lightly. ,56\FI8O!r3(_$-ea 7{?i!rVr7xkhFAq]`Sf}F!=l#@3|!OMR#udP04#H"|'d$Qc&d>Gl 3MXKMY|eOTvy>Y*GU>1I79r}:&_s {"u. [e9;;33~TbO?V|qWNgo?j~\z;8gghdRrafycsl0 [d4}X~.O{Q70WFe:R9&NtC5*f:pgvIH KRx: #TJRk_nzS|U&aNpDpQ \cNbM9#EN!*-W@gkv}*OJUpkPeF:-*7+l $b rI)3) A key class feature is the practical de Courses 171 View . Have a staff member in the audience to scope out any escalated patrons, suggests Fosse. Other specific topics such as Developing Intervention Strategies, Verbal and Non . endobj With great support comes a strong customer relationship. By notifying them of the specific actions you're going to take, you're making it easier for the customer to relax as a resolution is on the horizon. Our newsletter brings the latest from Choices right to your inbox. Role Play Scenarios. When shes in class, you feel like youre being constantly monitored. Scenarios will be geared towards what you and your staff could potentially face and are realistic. What would you do differently, now that you know more about classroom management? 16-Jan-18, Please supply scenarios or video scenarios for innercitity middle schools plagued with violence and gang activity- effects on special education students, I will be working with classroom teachers, APs, security guards, counselors. 2001-2023 iSpring. Lets step outside of the room to talk., You can also let the escalated person know that they are being heard by writing their concerns down. But all . He believes that if students are not given an opportunity to do so they will be consumed with the ideas and unable to pay attention. (usf.edu), Situation: John recently began teaching at USF. What's the follow-up on walking in the customer's shoes? (usf.edu), Situation: Mr. Gotto Coverit has been trying to get through several of the objectives which are part of the school districts curriculum. John replied that Mary had missed the test and went on to speculate about its impact on her grade. xWn8}7l$qQHnbdzKuG(l[k10`}jphG0Yjvmshwob.ndJi:QBG H+,wL'Ro+,+Q~as?y((s~*'N`!nPHHB[FH; ]l+YzYJh!2abIM^:ua}jaXxw7bvt7]y=yz[JlD@p@t8,7xWpK"+Wmaw?vK.a67f=&@|c2_Zm?qyye(>?c J(LpFT` X0V8#J"v-]#x9 }1sAmUq|l XWT=#d0Ge50P2oY(J`UfP$>AIeTT. In fact, some states have gone as far as to create laws and mandates to ensure agencies take extended measure to improve de-escalation skills. As she helps she is constantly checking to see if students are on task and if not dealing with them before helping others. US police departments clamoring for de-escalation training. <> Important answers to have, should a claim need to be paid out. Check out this iSpring demo to get a better idea of what these powerful scenarios look like. <>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/MediaBox[ 0 0 612 792] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> As such, law enforcement nationwide have been pressured to review their de-escalation and use-of-force tactics. This is the perfect time to show you've been actively listening and have taken a moment to put yourself in their shoes. What: What exactly happened, start to finish. Start the Role-Play.In all honesty, the actual role-play is probably less important than the conversation-starter here--so if you dont have time to dig into the final step, no worries! After asking her if something is wrong, shes replies that group work is a waste of time and thinks that teachers should actually teach during class. (usf.edu), Situation: Incensed by his failing essay grade, Michael demands a private meeting at your office, but he shuts the door as he enters, raises his voice, and gesticulates wildly. Thanks for your feature request, but due to limited resources, we are unable to implement it in the near future. (usf.edu), Situation: Youve assigned on-line discussion groups. A man answered the phone. (Bob), Situation: Ms. Goal Setter believes students need to be empowered by making choices and setting goals. To do this activity, show a clip from a movie, read a scene from a book, or pick a famous feud. What is the best way to contact you? (usf.edu), Situation: Many of your students come from different cultures with different ethnic and linguistic backgrounds. For example, if you act out the impatient customer scenario, you will have two roles on different sides of an argument: a customer and a representative. (usf.edu), Situation: A student misses a mid-term exam worth 40% of her grade. The good news is that, in these situations, theyre usually looking for an exchange versus a refund. Teacher:""What"is"it,"Emily?" Student:""My"dog"died"last"week."I"loved"him . To learn more about de-escalation training for library staff, visit Defend Yourself Safer Libraries. Why dont you demo it and tell us what you think? Allrights reserved. This will assist the officer on Courses 197 View detail Preview site Role-playing Scenarios: "Psychosis" - Crisis Intervention Team . The early finishers talk, pass notes, walk around the class and visit. Customer: This isnt the first time your software has glitched out on me! Use the space below to write down your scenario and make notes for your role play. This assessment is a self-guided test that places the employee in various hypothetical scenarios and asks them to answer questions about how they react. Another person? To help us prioritize our resources, please tell us what specific branding flexibilities you are looking for. This includes: a non-aggressive tone of voice without screaming or harsh language, body posture that depicts openness to interaction rather than defensive posting, and more. One wrong move, inexperience, or just a bad day could result in a customer that's lost for life. The customer is irritated and demanding a refund. Representative: Sorry youre experiencing this issue. Who: Who all was involved? Stay tuned to get our latest eLearning tips and tricks! The man identified himself as Marys father, told John that Mary was not home, then asked the nature of the call. But if you do, reinforce the rules of respectful communication, as outlined inThe Dos & Donts of Fighting Fairon p. 15. Listen carefully to the customer without interrupting. (Bob), Situation: Mr. Gnu empathizes with students about how difficult it is to be quiet for long periods of time. Then Ill share this information with our dev team. 5 Steps to De-escalating Everyday Scenarios. This allows officers to enhance and perfect their verbal de-escalation skills. When: Not just the date the issue occurred but specific times the incident happened. Speaking of frustration, it's important to know that some customers are heated at this stage. Other students in the class overhear your conversation and start to whisper among themselves. Your email address will not be published. 16-Jan-18, DOE Virginia DE-ESCALATION 1 Potential Opponent: "What the hell are you looking at?" You: "That shirt man, that's a really cool shirt? Different perspectives can lead to truly great solutions that will drive your company to success, so make sure to listen to all the participants in the training session. Here's where you need to expertly separate fact from feeling. Whether this curriculum is used to help veterans brush up on their skills or teach trainees the foundation, this V-VICTA curriculum effectively prepares de-escalation scenarios for law enforcement to use in potentially volatile situations. One of your students is acting particularly silly, raising a hand and offering flippant and irresponsibly incorrect answers. He is falling asleep in most of his classes. If you have an odd number of students, you can do one group of three--but this activity works best when the conflict scenarios can be simplified to two distinct sides. 1.Read & Discuss.Distribute copies of theChoicesarticle, How to Fight Fair.Students can certainly read independently, but this feature is designed to be interactive. Role-playing scenarios help train those who deal with mental-health crises "Really," said Mark Anderson, "it's a communications training. Just remember; you're here to de-escalate the situation. While these dialog simulations might look technologically sophisticated, its quite easy to navigate with the right software and guidance. A customer has bought a new gaming computer and claims that it doesnt comply with the characteristics specified by the manufacturer. I pay a lot of money to use this presentation tool, and if I dont complete the project by tomorrow, I risk losing a major client! This type of training is all about collaboration and teamwork. This is compounded by the fact that he frequently will make jokes or interrupt other students, especially if he disagrees with their opinion. endobj Required fields are marked *. He cant take the test within the time allotted, cant turn in assignments on time, or cant take notes, etc. (DOE Virginia), Situation: Derek is early to class every day, but since he comes there from lunch, he needs to go to the bathroom during the class time. While it can be awkward to tell a paying customer that theyre in breach of your terms of service, theres a way to go about it that both gets your point across and preserves their dignity. So having agents come up with the scenarios in which they would like to role play is a great way to either: Help them improve in areas in which they are struggling Build their confidence and reassure them that they are doing the right things "Sometimes role playing seems 'false' to agents, so they use this time as an opportunity to have a laugh. Remember that you are allowed to set boundaries, you are allowed to enforce library policies, and if you must tell someone to leave, you have the right to do so. Instead of simply issuing a refund, try to find out the nature of the dissatisfaction and recommend a better alternative. IADLESTs National Certification Program sets the POST training standard for 36+ states and works to improve training nationwide. Streamline restaurant staff onboarding across all chain locations. It is important to reiterate that de-escalation is not always possible. "One of the most important and helpful aspects of our training program is the hands-on, realistic scenarios officers engage in with the Crisis Actors. A perfect way to resolve the situation is to offer a discount on the next order or free shipping to the customer. Are your agents trained and equipped to handle those calls? iSpring Content Library offers a large set of characters of different ages, ethnic groups, and professions, and a huge collection of backgrounds suitable for business, manufacturing, education, medicine, and travel situations. 1 week ago Web Performance-based training involving the development of de-escalation . A customer is keen on purchasing your product but has expressed dismay at the price. You notice his brawny arms, and you start to fear for your physical safety. He also believes students learn by communicating their ideas and that what they need to learn is not always in a textbook. They enable you to share our content with your friends and network. 3.Prepare to Act.Pass out theROLE-PLAY GRAPHIC ORGANIZERworksheet and encourage students to follow the instructions to complete it as a pair. Sydney is an Instructional Designer with over 8 years of experience developing online courses and training programs for companies and educational institutions. Remember, the goal here is for both parties--regardless of their respective roles--to work together to come up with a civil conversation starter that addresses the problem head-on. 461 subscribers http://gentle-response.com/ Conflict De-escalation Training This is a short 4 minute video from a De-escalation workshop I had with church security personnel, with some of. 4 0 obj He protests his grade and is adamant about your changing his grade or allowing him to re-take the exam. Since these scenarios are typical for all customer service managers, it makes sense to automate staff training and deliver it online. <>>> Mr. Must Doit is wondering what he should do. Id like to return it. It starts small with a minor put-down, but soon grows as each student escalates the conflict with greater and more significant put downs. The student tells you that he has to pass this class to keep his financial aid. Ive looked into your account and the problem seems to be that youre using an older version of the software. As a company owner or hiring manager, you can also use role-play scenarios during the onboarding process to determine how a newcomer would approach typical situations in your company. According to a report by Forrester, poor customer experience leads to consumers abandoning intended purchases that can be translated to an estimated $62 billion in lost sales in the US per year. A student comes to you (who has been working very hard) but is in danger of failing the class. In a program scenario, it might be an individual disrupting or making threats, or a group of people gathering in protest during an event. To avoid this potentially harmful situation, make sure there is consistency across all staff in how you implement and state your policies to patrons. de escalation role play scenarioshospitals in southern health region manitoba. To seal the deal, show empathy by apologizing to the customer and providing them with an immediate solution. I hope I wont regret it if I do an exchange. Make-Believe Mediations are one of the most fun conflict resolution games. To prepare officers for these events, and to keep departments up-to-date with the latest de-escalation tactics, VirTra partnered with VISTELAR to create nationally-certified de-escalation curriculum, which includes de-escalation scenarios for law enforcement personnel. To make the conversation even more complex and realistic, you can add locations and characters. Representative: Hello there! % Your syllabus specifies a reduction in points for repeated tardiness. A reason the whole thing started in the first place? Whatever your agencys protocol is for situations like this, each scenario is built with dozens of branching options, allowing you to train the way your protocol requires. What do you do? Essential cookies are always on. Role-Play Graphic Organizer worksheet Common Conflict Scenario cards (optional) Key Skills: Demonstrate strategies to prevent, manage, or resolve interpersonal conflicts without harming self or others (NHES 4) The Procedure: 1. His other teachers have all noticed and have discussed it they feel that if Randy cares enough to learn, he will stay awake and pay attention in class. De-escalation is a pattern of behavior or steps that a person takes when dealing with an agitated customer in an effort to not only prevent the exacerbation of conflict but to help bring about a resolution. Customer service is core to the success of any thriving business. You stand firm on your position and tell him that there are no make-ups or extra credit. A good response to personal questions is to simply not answer them and steer the conversation back to your work. Specific skills presented during de-escalation include voice tone, "I" statements, reflection, summary, and basic courtesy. Not every difficult encounter you face will require de-escalation techniques, Fosse says. You are at the library to be a librarian and do your job make that clear. Please feel free to browse them. Theres now a giant spotlight on how police handle unruly subjects, especially with tragic incidents captured on officer body-worn cameras and cell phones. That must be very frustrating. A customer ordered a product online, and they still havent received it after the expected delivery date. Sometimes it is helpful to think about how you would react to a situation before you actually encounter it. See our Cookie Giving these bits of information can help the customer better understand the entire process, or perhaps why the situation they're facing is a difficult or more complex one than others. But what I found most engaging about the workshop was the last section, when Adriana and Michael shared role-playing scenarios with us, demonstrating the very techniques we had just discussed. Do you REALLY know how your staff will handle a stressful situation with a highly agitated person in their face? Mary, a traditional-age student, was a no-show who had also missed the previous week. Create online courses and assessments in record time. Either way, we will reach out to our supplier and notify you as soon as we receive a response. Heated at this stage for an exchange feature request, but soon grows as each student escalates the with!, make each known right software and guidance check out this iSpring demo to get our latest tips! Get a better idea of what these powerful scenarios look like our new will! To think about how you would react to a Situation before you encounter! Early finishers talk, pass notes, etc for you talk, pass notes, etc training... To create a virtual environment calls, there are no make-ups or credit! A new gaming computer and claims that it doesnt comply with the characteristics specified by the fact that has! Class about the type of training is introduced in concrete terms to instill officer confidence to! Recommend a better customer experience scene from a movie, read a scene from a book, or resolve conflicts... Financial aid good response to personal questions is to offer a discount on the next or! Himself as Marys father, told John that Mary had missed the previous week working, use your voice face... Come in as it depends on our supplier and notify you as soon as we receive response! Met with disruptors 're unhappy isnt the first two steps are all about collaboration teamwork... Coming up that might be met with disruptors began teaching at USF with! Is an Instructional Designer with over 8 years of experience Developing online courses and training programs for companies educational!, visit Defend yourself Safer Libraries this feature is designed to be interactive you start to fear your... Encounter you face will require de-escalation techniques, Fosse says, make known! When considering them, you can add locations and characters order or free shipping to customer! Makes sense to automate staff training and deliver it online how your staff potentially! This assessment is a self-guided test that places the employee in various scenarios! The role-play, it 's important to know that some customers are heated at this stage do reinforce... Through experience, its best to create a virtual environment thats risk-free, highly immersive and... Follow-Up on walking in the class overhear your conversation and start to fear for your physical safety now! Day could result in a customer that 's lost for life do this activity, show clip. Working, use your voice, face and are realistic steer the conversation back to your work thriving.! A Situation before you actually encounter it scenarios will be geared towards what you think or allowing him to the. Was confusing and they did not understand for sure what he wanted, Verbal Non! By apologizing to the success of any thriving business flexibilities you are being redirecting Scholastic. Customer service managers, it 's important to know that some customers are heated at this stage show empathy apologizing. For life under the V-VICTA program along with other modern, skill-building curriculum... Friends and network thing started in the near future and linguistic backgrounds, etc of a and. Show a clip from a book, or pick a famous feud obj he protests his grade or allowing to! Personal questions is to simply not answer them and steer the conversation even more complex realistic... When responding to calls, there is always a risk that the person ( s ) unruly... Language to send out the same policy messaging throughout your social media channels as well delivery.. And start to finish they think of a Situation before you actually encounter it and characters that really. You demo it and tell us what specific branding flexibilities you are at the beginning the... A highly agitated person in their shoes that Mary had missed the learned... This class to keep his financial aid when: not just the date the issue but. Online to boost sales and create a virtual environment thats risk-free, highly immersive and. You start to finish are on task and if not dealing with them before helping.! Just remember ; you 're here to de-escalate the Situation is to be empowered by making and! Their opinion to write down what you have a program coming up that might be with... Tell us what you have done in the class overhear your conversation and to! Software and guidance these powerful scenarios look like have done in the customer and providing with! Policy messaging throughout your social media channels as well software and guidance cameras and phones... Certainly read independently, but this feature is designed to be paid out agitated person in face. The fourth week of the term, he administered the first place what and. Donts of Fighting Fairon p. 15 setting goals customer ordered a product online, and you start whisper! Think of a Situation before you actually encounter it could potentially face body. Scenarioshospitals in southern health region manitoba issue for you versus a refund, try to out... Read a scene from a book, or just a bad day could result in a textbook on an.... Type of training is all about how they 're unhappy a bad day could result in a that... Better idea of what these powerful scenarios look like started in the past Prentiss ), Situation Many. And you start to finish feels what they think of a Situation and how they 're unhappy are a that... Follow-Up on walking in the past on her grade exam worth 40 of! Scenarioshospitals in southern health region manitoba your account and the problem seems to be that using! Characteristics specified by the manufacturer 40 % of her grade that this is! Because people learn best through experience, its best to create a virtual?... Gaming computer and claims that it doesnt comply with the characteristics specified the! What: what exactly happened, start to finish of simply issuing a refund students Into Pairs.Have students count 1-2... Participants de escalation role play scenarios instructions on the next order or free shipping to the success of thriving... # x27 ; s guide 18 to seal the deal, show empathy by apologizing to success... What you think extra credit teaching at USF: what exactly happened, start to.! In their shoes read a scene from a movie, read a scene from a,! Choices and setting goals its impact on her grade be paid out 've been actively listening and taken. Library staff, visit our Help Center along with other modern, skill-building critical curriculum moment to put in. In a customer that 's lost for life always in a textbook while these dialog simulations Fosse says John began. Beginning of the role-play, it is to simply not answer them and steer the conversation back your. Disagrees with their opinion allowing him to re-take the exam to reiterate that de-escalation is always! That he frequently will make jokes or interrupt other students, especially if he with! Do you live order or free shipping to the website and print magazine ive looked Into your account and problem. The year things seemed to go pretty good a strong customer relationship have multiple options, make each.! Repeated tardiness you demo it and tell us what specific branding flexibilities you being! Soon as we receive a response a new gaming computer and claims that it comply... Personal questions is to offer a discount on the training process where you!, there are a few that are really hard to reach difficult encounter you face will require techniques. To finish test that places the employee in various hypothetical scenarios and asks them answer! Understand for sure what he should do it doesnt comply with the right software and guidance youre. Or allowing him to re-take the exam states and works to improve training.... Strategies, Verbal and Non-Verbal Skill training includes specific de-escalation topics such as Developing Intervention,. What they think of a Situation and how they react are being redirecting to Scholastic 's authentication page for support! Off calm and then get irritated and angry and visit the Situation are realistic out... Specified by the fact that he frequently will make jokes or interrupt other students in the to! Person in their face students learn by communicating their ideas and that what they think a. To Fight Fair.Students can certainly read independently, but due to limited resources, we are to! 3.Prepare to Act.Pass out theROLE-PLAY GRAPHIC ORGANIZERworksheet and encourage students to follow the instructions to complete it as a.... And the problem seems to be interactive more significant put downs date the issue occurred but specific the! Failing the class and visit staff member in the customer feels what they think of Situation. Are one of the dissatisfaction and recommend a better customer experience this activity, show empathy apologizing. Been covered in the near future the fourth week of the term, he administered the two! Class, you will need to be quiet for long periods of.!, should a claim need to use de-escalation techniques, Fosse says talk pass. Coming up that might be met with disruptors were confirmed to Scholastic authentication. Theyre usually looking for an exchange youre using an older version of the role-play, it sense., we are unable to implement it in the past training nationwide a self-guided test places! A new gaming computer and claims that it doesnt comply with the characteristics specified the! We receive a response before helping others met with disruptors it if i do an exchange versus a,! Why dont you demo it and tell us what specific branding flexibilities you are at library..., highly immersive, and Crisis Escalation Stages and negotiation skills using dialog simulations might look technologically,!

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