Class Activity Discussion – Trainer asks trainees to identify and describe possible rules’. ‘house Possible answers include: Dress Language Behaviour Identification of dangerous situations and situations requiring staff to take action Description of the action to be taken Authority and responsibility for taking action Barring of customers including details and direction as to: – Who may bar them Reasons for barring Duration of barring Communication of barring to other staff. Slide Slide No Trainer Notes Trainer advises trainees when there is a need to organise assistance to address threats to safety points to consider include: Common sense must always be applied when dealing with threatening situations – it is important to as opposed to simply ‘act’ ‘reacting’ Always consider the consequences of actions before they are taken most actions – will generate or involve some sort of response or reaction from those who are involved in the conflict. This means it may be best not to contact Security but wait for 20 seconds until it can be done without the offender ‘immediately’ seeing the call being made. Slide Slide No Trainer Notes Trainer instructs trainees about who they may contact when there is a threat to safety: Contact the supervisor or duty manager for them to come and handle the situation – Contact in-house security so they can deal with those involved –
Class Activity – Discussion Trainer asks trainees to identify and describe possible ‘house rules’. Possible answers include: Dress Language Behaviour Identification of dangerous situations and situations requiring staff to take action Description of the action to be taken Authority and responsibility for taking action Barring of customers – including details and direction as to: Who may bar them Reasons for barring Duration of barring Communication of barring to other staff. Slide Slide No Trainer Notes Trainer advises trainees when there is a need to organise assistance to address threats to safety points to consider include: Common sense must always be applied when dealing with threatening situations – it is important to ‘act’ as opposed to simply ‘reacting’ Always consider the consequences of actions before they are taken – most actions will generate or involve some sort of response or reaction from those who are involved in the conflict. This means it may be best not to contact Security ‘immediately’ but wait for 20 seconds until it can be done without the offender seeing the call being made. Slide Slide No Trainer Notes Trainer instructs trainees about who they may contact when there is a threat to safety: Contact the supervisor or duty manager – for them to come and handle the situation Contact in-house security – so they can deal with those involved
TG_Manage_&_resolve_conflict_situation_refined.docx