In the first instalment of this special two-part blog, we shared some of our proven conflict management tactics, such as the three-pronged approach, with you.
We also discussed the importance of having the right mindset, what POLITE™ communication is and how it can go a very long way in the world of door security.
Now that we’ve covered those fundamentals, we’re going to move on to something that’s just as, if not more important, and that’s ensuring compliance and solving problems.
How good are you at solving problems on the spot and getting customers to comply with your requests? It isn’t always straightforward however, it doesn’t mean it isn’t possible!
Here at GoodSense Training, we teach door supervisors to deal with these two issues using the following phased approaches:
GoodSense Training Compliance Creator (6 steps)
STEP 1: Build rapport
STEP 2: Ask
Don’t tell, ask. Customers are much more likely to respond to your requests if you ask them.
STEP 3: Explain why
Customers are more inclined to comply if you explain why you have asked them to do something.
STEP 4: Options
They are also much more likely to comply if they can decide on which option to take.
STEP 5: Second chance
Don’t back people into a corner, be reasonable by using phrases, such as, ‘Is there anything I could say to you right now…’
STEP 6: Decide on the next steps
Follow through with whatever appropriate decision you said you would take.
GoodSense Training Problem Solving (8 steps)
STEP 1: Build rapport
As previously mentioned, the more rapport, the better!
STEP 2: Use a softening question with a soft supporting tone
Sentences, such as, ‘I would really like to help you’ or ‘do you mind if I ask you some questions?’ are particularly effective.
STEP 3: Ask precise, open questions
- What precisely happened at the bar?
- Where specifically did the assault take place?
- Who exactly was the attacker?
- When precisely did the attack take place?
- Why do you think the bar manager asked you to leave?
- How can I help resolve this for you?
STEP 4: Paraphrase (to check you understood correctly)
Have I heard you correctly? Were you saying, A, B and C happened?
STEP 5: Set expectations
For instance, explain that you can help a customer with A, B and C, but it may take you a while. This is important, as the customer might think you can solve their problems immediately.
STEP 6: Ask a question
Key questions include, ‘As a matter of interest, which is most important to you out of A, B and C?’
STEP 7: Clarify what you are doing
This can be achieved with questions, such as, ‘I can sort B out for you’ or ‘Do you want me to do this for you right now?’
STEP 8: Give feedback
When you have solved the problem, or have some news, then you must pass that information back to the customer.
While no two door positions may be the same, there is common ground to be found, particularly in the best practice techniques and disciplines, like those detailed above, door supervisors can use to ensure that they’re handling conflict effectively and efficiently as possible, at all times.
Got any questions or perhaps you’d like to discuss our Compliance Creator with us in more detail? Contact Darren on 0845 576 0035 or firstname.lastname@example.org.