Tell them the incident is and where you are Advise of type of situation for example customer’, refusing – ‘threatening ‘customer to leave when asked’, ‘assault’ Identify numbers involved and their demeanour Explain action so far to control the situation, and tell them what has been said to those involved. Slide Slide No Trainer Notes Trainer indicates protocols to follow when summoning external assistance when there is a safety or security threat explaining when making initial contact with Emergency Services to obtain help they will require information about the incident before they send assistance: Be guided by them let them ask questions and answer them as required – Speak clearly and calmly do not rush what you say: is – ‘slower’ ‘quicker’ Never hang up the telephone until directed to do so. Slide Slide No Trainer Notes Trainer states Emergency services operator will require information such as: The exact location of the incident never assume they know the venue or its – address/location Type of incident refusal to leave premises; assault victim; collapsed patron – Number of people involved Other relevant details which will provide context and or basis for response. Class Activity Guest Speaker (and Role Play) – Trainer arranges for an Emergency Services operator or representative to attend and: Provide advice on calling Emergency services Give examples of information they will ask for when receiving a request for assistance Discuss responses available and response times Participate in a mock call (role play) to Emergency Services from several trainees.
Tell them the incident is and where you are Advise of type of situation – for example ‘threatening customer’, ‘customer refusing to leave when asked’, ‘assault’ Identify numbers involved and their demeanour Explain action so far to control the situation, and tell them what has been said to those involved. Slide Slide No Trainer Notes Trainer indicates protocols to follow when summoning external assistance when there is a safety or security threat explaining when making initial contact with Emergency Services to obtain help they will require information about the incident before they send assistance: Be guided by them – let them ask questions and answer them as required Speak clearly and calmly – do not rush what you say: ‘slower’ is ‘quicker’ Never hang up the telephone until directed to do so. Slide Slide No Trainer Notes Trainer states Emergency services operator will require information such as: The exact location of the incident – never assume they know the venue or its address/location Type of incident – refusal to leave premises; assault victim; collapsed patron Number of people involved Other relevant details which will provide context and or basis for response. Class Activity – Guest Speaker (and Role Play) Trainer arranges for an Emergency Services operator or representative to attend and: Provide advice on calling Emergency services Give examples of information they will ask for when receiving a request for assistance Discuss responses available and response times Participate in a mock call (role play) to Emergency Services from several trainees.
TG_Manage_RSA_refined.docx