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 communications 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.
Objective – By the end of this session trainees will:
- 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
Our criteria for licensing, including training and qualification requirements, will be subject to final approval by Ministers at the end of September 2003. However, broad Ministerial agreement has been given to our approach and our training and qualifications for door supervision have been endorsed by the SIA Board.