michigan restaurant lodging association - read-only€¦ · michigan restaurant & lodging...
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MICHIGAN RESTAURANT & LODGING ASSOCIATION
YOU AREN’T SECURITY
DE-ESCALATE DIFFICULT GUESTS
JOHN C. HARRIS
JCH SECURITY
WWW.JCHSECURITY.COM
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GOALS & OBJECTIVES
1.How owners and managers can prepare their teams2.How can your team identify an escalating situation with a
guest3.What should your team say to an upset guest4.Who is the go-to person on shift for conflict with guests
DE- ESCALATION & CONFLICT RESOLUTION
CLOSING
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GOALS & OBJECTIVES
1. How owners and managers can prepare their teams?
InformationSituational Awareness
Preparation and Planning
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EMERGENCY PROCEDURES POLICY –VIOLENCE PREVENTION POLICY
“WHAT KIND OF WORKPLACE VIOLENCE COULD HAPPEN AT MY WORK?”
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TRAINING AND INFORMATION ARE REQUIRED
COMMUNICATION SKILLS WAYS OF PREVENTING OR DIFFUSING VOLATILE SITUATIONS OR
AGGRESSIVE BEHAVIOR - ** OUR DISCUSSION TODAY!! MEDIATION AND CONFLICT RESOLUTION BUILDING & EMPLOYEE SECURITY PROCEDURES PERSONAL SECURITY MEASURES ACTIVE ASSAILANT TRAINING
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NO SHIRT – NO SHOES – NO MASK – NO SERVICE
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STRESSFUL SITUATIONS
NO MAGIC SOLUTIONS BUT THESE TIPS MAY HELP
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• STAY CALM
• DON’T TAKE THINGS PERSONALLY
• DEMONSTRATE NON-THREATENING BODY LANGUAGE
• CREATE A SAFE SETTING
• USE POSITIVE COMMUNICATIONS
• LISTEN – DO NOT INTERRUPT
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HOW CAN YOUR TEAM IDENTIFY AN
ESCALATING SITUATION WITH A GUEST?
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• DISRUPTIVE BEHAVIORS
• BODY LANGUAGE
• EXCESSIVE HAND GESTURES
• THE “ROOSTER STANCE”
• CLINCHED FISTS - RAISED VOICE
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ANGER
FACIAL EXPRESSIONS
BODY LANGUAGE
TONE OF VOICE
PHYSIOLOGICAL RESPONSES
AGGRESSIVE BEHAVIORS
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WHAT SHOULD YOUR TEAM SAY TO AN UPSET GUEST?
INDICATE SOME CONTROLS ARE LEGAL OR INSTITUTIONAL, NOT PERSONAL
ANSWER INFORMATIONAL QUESTIONS, EVEN IF THEY ARE RUDE –
SUCH AS, “WHY DO I HAVE TO WEAR THESE **** MASKS?”
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WHAT SHOULD YOU NEVER SAY OR DO
DO NOT DEBATE POLICY
DO NOT RAISE YOUR VOICE
DO NOT INTERRUPT, ARGUE OR TRY TO CONVINCE
DO NOT ANSWER ABUSIVE QUESTIONS – “WHY ARE YOU SUCH A ***?
DO NOT POINT FINGERS OR SHRUG YOUR SHOULDERS
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NEVER INSULT A CUSTOMER
NEVER CHALLENGE A CUSTOMER
NEVER THREATEN A CUSTOMER
ALWAYS GIVE THE CUSTOMER A FACE-SAVING EXIT
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WHO IS THE GO-TO PERSON ON SHIFT FOR CONFLICT WITH GUESTS?
THE IDEAL PERSON IS
CALM AND COMPASSIONATE
PATIENT AND RESPECTFUL
COOL-HEADED, FRIENDLY AND GOOD NATURED
MUST NOT BE SHORT TEMPERED
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DE-ESCALATION AND CONFLICT RESOLUTION
AN EFFORT TO DIFFUSE PEOPLE WHO ARE IRRATIONAL, ANGRY OR UPSET
REASONING WITH A VERY ANGRY PERSON IS NOT POSSIBLE
DE-ESCALATION TECHNIQUES ARE NOT OUR NORMAL RESPONSES
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A FEW DE-ESCALATION TIPS
CONTROL YOUR EMOTIONS
NEVER YELL OR PUT HANDS ON SOMEONE
KEEP YOUR DISTANCE
DON’T ACT THREATENING
TRUST YOUR INSTINCTS
IF DE-ESCALATING IS NOT WORKING - STOP!
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SITUATIONAL AWARENESS
• ARE THERE OTHER PEOPLE IN THE ROOM
• WHAT OBJECTS ARE NEAR YOU
• WHAT SPACE IS AROUND YOU
• ARE YOU BLOCKING EXITS OR SPACE
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• LOOK AS NON-THREATENING AS POSSIBLE
• MAINTAIN SOME EYE CONTACT
• PLACE HANDS IN FRONT OF YOUR BODY
• MAINTAIN A DISTANCE OF 12 FEET OR MORE
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EMOTIONAL ASPECTS OF DE-ESCALATION
APPEAR CALM, CENTERED AND SELF-ASSURED
BREATHE NORMALLY
SPEAK CLEARLY AND SLOWLY
BE RESPECTFUL
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PHYSICAL ASPECTS OFDE-ESCALATION
NEVER TURN YOUR BACK
POSITION YOURSELF FOR EASY ACCESS TO THE DOOR
MAINTAIN A CALM, ATTENTIVE FACIAL EXPRESSION
CASUALLY POSITION YOURSELF BEHIND A BARRIER
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A FEW MORE TIPS ABOUT THESE PROCESSES
• LISTEN
•GIVE UNDIVIDED ATTENTION
•AVOID OVERREACTING
•CONTROL YOUR TONE AND BODY LANGUAGE
•DON’T USE CLICHÉS
•KEEP YOURSELF AND OTHERS SAFE
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PROCESS
PROXIMITY
PREPARE
PRACTICE
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CLOSING
YOU CANNOT CONTROL WHAT OTHER PEOPLE SAY OR DO
YOU CAN ONLY CONTROL HOW YOU REACT