Page 5 - Door Supervision Training Booklet

Differences also exist between the non-verbal signs that are used by males and females. Women, for example, usually smile more than men during encounters with others, and tend to adopt a less relaxed pose than men.
Supervisors need to be aware that people's facial expressions can mean more than one thing, so must be careful not to make the wrong decisions when dealing with members of the public in what are sometimes very stressful situations.
Eye Contact
We all use our eyes to give and receive more information than any other part of our body. It is said that just by looking at someone, and in particular at his or her eyes, we can quickly assess their attitude, and tell during an encounter whether they are going to behave aggressively or submissively. We can often also decide on their state of mind at the time, as in whether they are under the influence of alcohol or drugs, or whether they have any form of mental condition.
The length of actual eye contact we give someone is also important. Giving someone too much eye contact during a confrontation can appear too domineering to some people, or even aggressive.
Just by looking away from the person occasionally during the conversation can make us appear much more relaxed and less confrontational, showing us to be more of a helper than a hinderer.
Maintaining a good healthy amount of eye contact during a conversation with someone can also show that person that we are actively listening to what they have to say to us. Nodding occasionally as we listen also shows concern and support, and that we are taking in what they are saying.
Touch
Touch is often used as people communicate with each other, usually to emphasise a point. It is also used to show control or dominance.
Physical contact is obviously acceptable in close or friendly relationships, but door supervisors need to be careful not to offend or frighten people by touching them when it is not necessary. They should also show courtesy and sensitivity when touching people during a search at the point of entry for example.
Movement
A person's gestures and movements have a lot of meaning when taken in context with what they are saying. Some people have their own personalised set of gestures that they use regularly, and observing these can show a wide range of emotions.
Showing the open hands and making the palms visible tends to show openness, as does the uncrossing of arms. Gripping the opposite arm with a hand, crossing the arms or holding the hands in front of the genital area on the other hand tends to indicate defensiveness.
Someone who has their hands clenched with the thumbs rubbing over each other, or who nail bites or touches their throat or something worn at the throat may suggest that the person is in need of some kind of reassurance or is frustrated in some way. Other signs of frustration include running fingers through the hair, scuffing at the ground or hand wringing.
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