Further Details
Training & qualifications - SIA qualification for door supervisors
- Part 2 - Communication skills and conflict management
Aim - To ensure that door supervisors have the appropriate communication skills and knowledge of conflict management
Introduction to communication skills and conflict management
Aim - To discuss communication skills and conflict management.
Objectives - By the end of this session trainees will be able to:
State the importance of customer care
Show an understanding of basic communication skills
Show an understanding of verbal and non-verbal communication effectively
State the need to calm difficult situations and avoid violence
Identify different types of behaviour
State what risks can occur during violence at work
Identify the most common conflict flash-points
State the importance of managing aggression
Show an understanding of basic problem-solving skills
State the impact of reflecting and learning from the experience of conflict
Application of communication skills and conflict management
Aim - To observe and discuss scenario situations requiring effective communication skills and conflict management.
Objectives - By the end of this session trainees will be able to:
Understand the issues regarding entry refusal and will know how to refuse entry in a way that reduces the risk of conflict.
Understand the issues regarding ejection and will know how to eject a customer in a way that reduces the risk of conflict.
Be able to identify some of the types of incidents that occur inside a venue
Understand how they can deal with incidents in a way that reduces the risk of conflict.
Understand the law about arrest in relation to a door supervisor's role
Guide price
125 |
