Page 17 - Door Supervision Training Booklet

• Be assertive
• Use relaxed and non-aggressive body language
• Speak in a firm but calm voice
• Adopt a consistent approach
• Ensure that you know relevant laws and house policies
• Make eye contact but avoid staring
• Stress your own, your companies and the legal position
• Allow aggressor to express his feelings
• Show that you are listening and are interested in his point of view
• Express understanding of the situation
• Take the heat out of the situation
• Use slow, calm and deliberate body movements
• Calm aggressor down prior to controlling his behaviour
• Control your own reactions to the situation
• Set a time limit to the confrontation, then be assertive and end it
• Breath slowly and evenly, control your voice and use it to calm and reassure
• Give assertive requests and then commands
• Give accurate reasons for your decisions
• Give aggressor plenty of space
• Watch his body language carefully
• Let offender save face
• Only use force as a last resort
DON'Ts
• Show an aggressive attitude
• Use intimidatory or authoritarian methods
• Use angry, hostile or insulting remarks
• Make threats
• Be condescending towards him or patronise him
• Use aggressive gestures like pointing or finger-wagging
• Give orders like "Shut up" or "Sit down"
• Show inattention or indifference to his feelings
• Invade his personal space
• Raise your voice unnecessarily
• Use prolonged eye contact
• Show distress, fear or aggression in your voice
• Take verbal attacks personally
• Respond to taunts or insults
• Make the aggressor feel foolish
• Let him play up to the crowd
• Walk away or turn your back while the aggressor is talking to you
• Be taken by surprise by conflict, be prepared
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