Page 11 - Door Supervision Training Booklet

formal manner in order that supervisors can exercise the necessary authority and control when it is required, but at most other times an informal, friendly approach will be received better.
Encounters Exit
Encounters can end in different ways, namely by enforcement when you have to eject someone from the premises, by resolution of a problem where perhaps you have warned someone about their behaviour and they have accepted the warning, by advising someone to help them solve their own problem, or by referral to an outside agency such as the Police if the problem needs to be resolved by someone away from the premises.
Whatever the outcome or result of the encounter, the idea should be that the other person goes away thinking that you are a good representative of the profession, as opposed to them leaving with a reinforced negative stereotype of door supervisors.
If you consider this every time you deal with someone, then you should find that less encounters end in aggressive or negative behaviour by the other person.
Saying "NO"
Saying "NO" can be very difficult for some people. None of us like to feel unpopular, and most of us do not like getting an aggressive reaction when we say "NO" to someone else.
Part of door work involves saying "NO" to people. Refusing entry to drunks or to people who try to get in after the cut-off time all involve saying "NO".
As long as you are correct and within your rights to say "NO" to people for whatever reason, then you should be able to do so without making excuses, feeling embarrassed, beating about the bush or having long winded explanations. The key to an assertive "NO" is to remember that you have the right to say "NO" without feeling guilty. Saying "NO" firmly and reasonably is quite acceptable to most people, and saying it becomes easier with practice, and saves a lot of worry and lack of self-respect later.
• Identify situations that might require a "NO" answer
• Practice saying "NO"
• Prepare a polite but firm refusal
• Don't feel guilty about saying "NO"
• You are refusing a request, not rejecting a person
• A refusal does not have to be heavy, aggressive or hurtful
• Use a definite tone of voice, don't hesitate or sound insecure
• Consider offering an alternative (another venue or another night)
Once you've said "NO" do not change your mind. If you get a reputation for backing down people will work on you until you do.
Active Listening
It is important that when dealing with customers and other members of the public, door supervisors listen properly to what is being said. If someone is trying to put a point across to you, take care not to pre-judge what they are saying. Let them finish their side before acting upon what they have told you. Deciding what to do before fully understanding what is being
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