Page 4 - Door Supervision Training Booklet

Body Language
Body language is the name given to the whole group of non-verbal signs we give out as we interact with others. If door supervisors are aware of their own body language then they will be able to display deliberate signs and signals to give them control in situations where it is required. If they can successfully interpret the body language of others they will be able to understand how someone is feeling during an encounter, and then decide on the best way to deal with them. As mentioned earlier, being able to predict someone's aggressive attitude before it has a chance to unfold will enable supervisors to react accordingly, thereby giving them the opportunity to discourage or prevent acts of violence towards themselves or others.
Appearance
It is said that in the first 10 seconds of meeting or seeing someone we form an impression of what they are like, and that they form an opinion of us. Even before words are exchanged this happens, so it follows that our appearance, our clothes and demeanour, go a long way to determining how others perceive us, and how we perceive them. Having said that, door supervisors also have to be careful not to be unduly influenced by a person's appearance, age, dress, speech or gestures, thereby reducing the chances of making inaccurate or unfair judgements. They should also be conscious of their own self-image and how they use it to influence those around them. There can be a difference between the way we see ourselves and the way that others interpret that image.
Supervisors need to project a clean, smart and positive image to customers. Dirty or unkempt clothes or uniform creates a bad visual image, as can the wearing of unnecessary jewellery. The large gold sovereign rings, for example, can project an aggressive image to some people, particularly to those who see them as potential weapons as well as ornaments.
Although the types of clothes a person wears, or how they wear them, can reveal clues about their personality, they can also be like a costume and represent what the wearer is pretending or trying to be.
Posture
How a person stands, arranges their body or angles their head in relation to others can also give clues about their personality and as to how they may be feeling. It can also show how much interest a person is taking in a situation, and how much respect or approval they may be feeling.
The position of someone's head during an encounter, for example, can indicate feelings they are having at that time. If their head is bowed forward it usually indicates submission or support, particularly if it is nodding. Held slightly back may show signs of aggressive tendencies, but held upright may show assertion or awareness.
Facial Expressions
Facial expressions are generally thought to be the most revealing form of non-verbal communication. Such signals are usually sent sub-consciously as they are the most difficult for a person to control, and so are probably the most accurate to interpret as well. Expressions can, however, have different meanings for different people. A frown can mean puzzlement or annoyance, and a raised eyebrow can mean either surprise or disbelief. A smile can mean friendliness, happiness, or can be an attempt to conceal distress.
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