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The following are slides from a presentation given by Randy Watt, Ogden City Assistant Police Chief.
Why do people become difficult?
Normally nice and thoughtful people can become rude, obnoxious, abusive and sometimes physically aggressive under certain circumstances.
What is your role?
Maintain a safe and enjoyable environment for all.
Prevent problems before they occur.
Maintain control of the facility and its use.
Why are there rules?
How to enforce them
Be vigilant, watch for any problems.
Stop the problems when they are small. Don’t let them become big problems.
Enforce the rules for everyone.
Dealing Directly With People
Who likes to be told what to do, when to do it and how to do it?
That is your role, correcting people and their behavior is a constant activity.
Smile, speak clearly, ask don’t demand.
If they are not responding, smile, ask again, state the consequences for non-compliance.
If they are still not responding, follow policy for removal from facility.
If
they become argumentative, explain the policy, explain why this is in the best interest of all patrons.
If they become abusive, get a witness, follow policies, utilize managers/supervisors for assistance.
If
they become physically aggressive or threatening, ensure you have a witness, use your manager/supervisor to assist, contact the police.
Write good notes and completely document the situation.
Remember:
Be professional
Be calm
Be firm when necessary
Smile always
It is not personal
The job does not require that you be anybody’s whipping boy/girl
To not, repeat, do not, get involved in a
physical confrontation with anyone unless they become assaultive, and then only defend yourself.
If it becomes necessary to escort someone from the premisis, do not touch them, do not get involved in an argument,
maintain a respectful distance.
Have fun, Enjoy the job, Make money, Go to college.
When people get stupid, someone gets hurt.
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