Page 7 - Door Supervision Training Booklet

BASIC COMMUNICATION SKILLS
Communication skills are all to do with the effectiveness with which we communicate meaning, guidance and intention to others, and of influencing their behaviour or potential behaviour.
Each time that door supervisors deal with a customer or others members of the public it is called an 'encounter'. Door supervisors need to be aware of the appropriate attitude to adopt towards various types of people, and should take care in how they talk to them, and how they deal with different situations. Each encounter will demand and should achieve a reasonable response, and should reach a conclusion that is satisfactory to all parties concerned. Whilst it is accepted that not all encounters will end happily, the correct and conscious use of effective communication skills should keep incidents of aggression towards door supervisors to a minimum.
Attitude
It is very important that supervisors adopt a positive and healthy attitude towards their work. Attitude is the state of mind with which you approach a situation. Your attitude life affects how you look, what you say, what you do, how you feel (both physically and mentally) and how successful you are in what you do. A positive attitude to your work can increase your chances of success, job satisfaction, safety and well being, chances of promotion and can even affect your life away from the workplace.
In all of their daily tasks door supervisors should endeavour to: -
• Learn more about their work
• Try to do a better job
• Demonstrate enthusiasm
• Be willing to accept changes
• Understand others viewpoints
• Respect the rights of others
• Be dependable
• Be honest
• Be positive
• Be fair
• Accept justifiable criticism
• Be a good listener
• Be punctual
• Be polite
• Be cheerful
• Be helpful
• Be patient
• Be loyal
• Be open
• Be constructive
• Be consistent
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