Page 24 - Door Supervision Training Booklet

You must always be able to justify your actions, and if you remember this during every potential confrontation with a customer, then you should prove to be effective within the security function without getting arrested into the bargain.
Under no circumstances may anyone employed on security duties carry any type of weapon. In the past doormen have been known to carry knuckle-dusters, coshes, iron bars and even baseball bats to assist them with violent confrontations. In fact, even the large 8-cell torches that some doormen carry may be classed as offensive weapons if used during an ejection or some other disturbance.
Conflict Resolution Model
As a door supervisor you will occasionally become involved in aggressive, frightening and potentially dangerous situations. You will sometimes have to make split-second decisions with regards to those situations, decisions that could have serious implications for members of the public, fellow members of staff and for yourself. Particularly when deciding whether to use force or not, and then how much force to use, door supervisors will have to quickly assess situations, contemplate the risks, consider the consequences, and then act.
When deciding on suitable degrees of force to be use in different circumstances, the police use something called the 'conflict resolution model'. This system was devised as a set of guidelines to indicate how much force can be used in certain circumstances, and can also be used to help justify actions after the event.
The column on the left lists the varying degrees of offender/customer behaviour, ranging from compliance when everything is running nicely, up to serious or aggravated resistance where there is a serious risk of serious harm or even death. The right-hand column shows the corresponding levels of response. The list in the centre shows what are called impact factors, facts within the circumstances, which affect how the door supervisor decides to act.
The police model has been adapted to show suitable actions to be taken by door supervisors when dealing with members of the public. The decision as to how much force can be justifiably used in any situation must be made taking into account the other person's behaviour, and any relevant impact factors.
BEHAVIOUR
IMPACT FACTORS
RESPONSE
Compliance (no resistance)
Sex/age/size/strength
Door supervisor presence (observing, passive control)
Verbal resistance (refusing to co-operate, swearing, threatening)
Skills/knowledge
Tactical communications (verbal and non-verbal)
Passive resistance (refusing to move/leave)
Alcohol/drugs/mental impairment
Primary control skills (carrying out, low level of
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