Kings CountyKings CountyFront Desk SecurityFront Desk Security

Four C’sFour C’s

Courteous Courteous

ConfidenceConfidence

CompetenceCompetence

ControlControl

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CourteousCourteous– Give complete attention to clientGive complete attention to client– Clients’ comments, questions, Clients’ comments, questions,

concerns and objections are concerns and objections are welcomed and addressed with clear, welcomed and addressed with clear, direct, accurate and timely responsesdirect, accurate and timely responses

– Clients’ needs and objectives are Clients’ needs and objectives are clarified and re-confirmed if clarified and re-confirmed if necessarynecessary

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ConfidenceConfidence– Present a no-nonsense appearance Present a no-nonsense appearance

and postureand posture– Speak with a professional vocabulary Speak with a professional vocabulary

and voiceand voice

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CompetenceCompetence– Use resources to find information Use resources to find information

quicklyquickly– Offer solutions to all inquiriesOffer solutions to all inquiries

ControlControl– Remain calm when pressure is onRemain calm when pressure is on– Manage multiple tasks by making Manage multiple tasks by making

decisions quicklydecisions quickly

Techniques to Keep Your Techniques to Keep Your 3Cs at Their Peak3Cs at Their Peak

Stay CalmStay Calm Don’t take it personalDon’t take it personal EmpathizeEmpathize Be CourteousBe Courteous

CommunicationCommunication

Passive (non-assertive) behaviorPassive (non-assertive) behavior Aggressive behaviorAggressive behavior Assertive BehaviorAssertive Behavior

Tips for Assertive BehaviorTips for Assertive Behavior

Tell the listener what is in it for Tell the listener what is in it for THEMTHEM

Give a statement, then an Give a statement, then an instruction or optioninstruction or option

Always focus on what can happenAlways focus on what can happen Select your battles carefullySelect your battles carefully

Telephone ChallengersTelephone Challengers

The Prank CallerThe Prank Caller The Angry CallerThe Angry Caller The Threatening CallerThe Threatening Caller The Con ArtistThe Con Artist

Prank CallersPrank Callers

Don’t read from Don’t read from the Biblethe Bible

Don’t use foul Don’t use foul languagelanguage

Don’t slam the Don’t slam the phone downphone down

Do Record the Do Record the time and datetime and date

Do record what Do record what prankster says or prankster says or doesdoes

Do call law Do call law enforcement if it enforcement if it continuescontinues

The Angry CallerThe Angry Caller

E…E…

S…S…

P…P…

EmpathizeEmpathize

Stay ConsciousStay Conscious

PatiencePatience

Deal with the angry caller using...Deal with the angry caller using...

The Threatening CallerThe Threatening Caller

Write down as much as you canWrite down as much as you can

Listen for the 5 WsListen for the 5 Ws Who Who is the caller? is the caller? WhatWhat is the threat? is the threat? WhereWhere are they calling from? are they calling from? Why Why is the threat being made?is the threat being made? When When will the threat be carried will the threat be carried

out?out?

After the Threatening CallAfter the Threatening Call

Immediately notify your supervisor Immediately notify your supervisor or safety netor safety net

Notify security if you have themNotify security if you have them Notify the appropriate law Notify the appropriate law

enforcement agencyenforcement agency

Establishing a Safety NetEstablishing a Safety Net

Have a predetermined “back-up” Have a predetermined “back-up” personperson

Plan on how you will reach the back-upPlan on how you will reach the back-up Devise a desired response for the back-Devise a desired response for the back-

up…up…– to call the policeto call the police– to run into the lobbyto run into the lobby– to call your supervisorto call your supervisor– to call you backto call you back

The Con ArtistThe Con Artist

To avoid being conned out of To avoid being conned out of information…information…

Find out what information you can Find out what information you can and can’t give out over the phoneand can’t give out over the phone

Get a list of information the caller Get a list of information the caller is requesting - then get is requesting - then get authorization from your supervisor authorization from your supervisor before proceedingbefore proceeding

Con Artist TricksCon Artist Tricks

They insist on you personally They insist on you personally providing them the information providing them the information they wantthey want

They tell you that their request is They tell you that their request is “off the record”“off the record”

They use your supervisor’s name They use your supervisor’s name or another nameor another name

Con Artist Tricks cont.Con Artist Tricks cont.

They say that their request is They say that their request is extremely urgent and they must extremely urgent and they must have the information nowhave the information now

They request information you They request information you generally do not give out over the generally do not give out over the phonephone

Sensing a Security Sensing a Security ProblemProblem

An “inappropriate” An “inappropriate” smilesmile

Touching or Touching or rubbing their noserubbing their nose

Turning the body Turning the body slightly away from slightly away from youyou

Clenched fistsClenched fists

Running a hand Running a hand through the hair through the hair and down to the and down to the back of their neckback of their neck

Shoe scuffingShoe scuffing short, quick breathsshort, quick breaths Tight neck and face Tight neck and face

musclesmuscles

Frustration or Anger CuesFrustration or Anger Cues

What cues should you What cues should you show?show?

Sit or stand erectSit or stand erect Square your shouldersSquare your shoulders Smile and make eye contactSmile and make eye contact Speak clearly and distinctlySpeak clearly and distinctly Maintain constant volume, not too Maintain constant volume, not too

loudloud

Cues for you to avoidCues for you to avoid

NO Touching your faceNO Touching your face NO Standing too closelyNO Standing too closely NO Touching the personNO Touching the person NO Sighing or glaringNO Sighing or glaring NO Slouching or crossing your NO Slouching or crossing your

armsarms

Take Pre-Conflict ActionTake Pre-Conflict Action

Step One - Get their undivided Step One - Get their undivided attentionattention

Step Two - Quickly acknowledge Step Two - Quickly acknowledge their feelingstheir feelings

Step Three - Get them movingStep Three - Get them moving Step Four - Offer assistanceStep Four - Offer assistance Step Five - Let your instinct be your Step Five - Let your instinct be your

guideguide

Step One - Get Their Step One - Get Their AttentionAttention

Use their name Use their name Ask them to sit downAsk them to sit down

Step Two - Step Two - Quickly acknowledge their Quickly acknowledge their

feelingsfeelings

Paraphrase what they saidParaphrase what they said Use the ESP techniqueUse the ESP technique

Step Three - Step Three - Get Them MovingGet Them Moving

Offer them a chairOffer them a chair Move them to a private area if Move them to a private area if

possiblepossible Give information that will expedite Give information that will expedite

them in leaving them in leaving

Step Four - Offer Step Four - Offer AssistanceAssistance

Use the word “I”Use the word “I” Tell them exactly what you can do Tell them exactly what you can do

for them and whenfor them and when Offer an alternative if appropriateOffer an alternative if appropriate

Step Five - Step Five - Let Your Instinct Be Your Let Your Instinct Be Your

GuideGuide

Call for help if you sense things are Call for help if you sense things are getting out of handgetting out of hand

Advise coworkers who would need Advise coworkers who would need to know about the potential dangerto know about the potential danger

Cooling the Hot Head Cooling the Hot Head with...with...

ConfidenceConfidence

CompetenceCompetence

ControlControl

Stand up for yourselfStand up for yourself

Stand if they are standingStand if they are standing Maintain eye contactMaintain eye contact Straighten your spine to your Straighten your spine to your

fullest height fullest height

Be Courteous InitiallyBe Courteous Initially

Use a pleasant greeting and voice Use a pleasant greeting and voice tonetone

Give them time to run down or to Give them time to run down or to vent vent – Remember the “pay phone” ruleRemember the “pay phone” rule– Give them 3 minutesGive them 3 minutes

Interrupt them if you have Interrupt them if you have toto

Call them by nameCall them by name Deliberately drop somethingDeliberately drop something Use the “Broken Record” Use the “Broken Record”

techniquetechnique

Try Calming ThemTry Calming Them

Get them to sit down - remain Get them to sit down - remain standing if they refusestanding if they refuse

Offer to help them - do offer what Offer to help them - do offer what you can doyou can do

Offer an alternative if what they Offer an alternative if what they want is unavailablewant is unavailable

Terminate the Terminate the conversationconversation

Be friendly but give them your Be friendly but give them your “bottom line”“bottom line”

Reiterate what you can do for Reiterate what you can do for themthem

Thank them for bringing the Thank them for bringing the matter to your attentionmatter to your attention

What should I do if things What should I do if things get out of hand?get out of hand?

Visualize calmVisualize calm Straighten your backStraighten your back Inhale and exhale deeplyInhale and exhale deeply Control your panicControl your panic

– Deciding your level of commitmentDeciding your level of commitment– Are other factors influencing my thinking?Are other factors influencing my thinking?– What do I stand to lose?What do I stand to lose?– Any prior similar situations? Learned what?Any prior similar situations? Learned what?

The Angry VisitorThe Angry Visitor

Sam worked with you for 12 years, but he was terminated last week for viewing inappropriate material on the internet. Today he storms into the office, pounds on the desk and demands to see the supervisor. When you tell him that the supervisor is out for the day, Sam kicks over a garbage can and rants and raves that the County ruined his life. You have other guests in the lobby area. What should you do and say to Sam?

The StrangerThe Stranger

When you return from lunch, you see an unfamiliar person standing near the front entrance of your office building. You approach the door and ask the visitor, “Can I help you?” The visitor says, “No, that’s okay.” What should you do or say now?

Handling Nosy PeopleHandling Nosy People

What kind of confidential What kind of confidential information do nosy people try to information do nosy people try to see?see?

What will it mean to the County if What will it mean to the County if this material is lost or stolen?this material is lost or stolen?

What will it mean to you?What will it mean to you?

Outfox the Office Outfox the Office TroublemakerTroublemaker

An employee fishes for confidential An employee fishes for confidential information from youinformation from you

Becoming privy to a coworker’s personal Becoming privy to a coworker’s personal mattersmatters

Taking sides with a client on an issue that Taking sides with a client on an issue that focuses criticism on a coworker or the focuses criticism on a coworker or the CountyCounty

An employee or client becomes flirtatiousAn employee or client becomes flirtatious

Watch for These Sticky SituationsWatch for These Sticky Situations

Watch ThievesWatch Thieves

““A locked door is a pain in the neck, A locked door is a pain in the neck, but an unlocked door is an but an unlocked door is an invitation.”invitation.”

- The Last Great Bank - The Last Great Bank RobberRobber

If you can limit access with locked If you can limit access with locked doors do it.doors do it.

The “Slipper”The “Slipper”

The person at your desk is impatiently waiting for your attention. You have one call on hold and are speaking on another line. Another visitor, the “slipper”, whisks by your station and starts going down the hall. The slipper is clearly trying to avoid you and any control you might exercise. What should you do?

The Unsolicited VisitorThe Unsolicited Visitor

An unsolicited visitor walks into your office and asks to use the restroom. You tell her there is no public facility available. She says, “What? Are you telling me there is no restroom in this building?!” She wants to speak with your supervisor. What can you say to the demanding unsolicited visitor?

The Impatient VisitorThe Impatient Visitor

After a visitor signs in, you alert your coworker to her presence. Your coworker says she will be there in a few minutes. Fifteen minutes goes by, but your coworker does not arrive. You see the visitor checking her watch, sighing, and glaring at you. Although you do not want to hound your coworker, you feel the need to do something before the visitor becomes angry. What can you say to your coworker? What can you say to the visitor?

Describing a CriminalDescribing a Criminal

Observe and pay attention while in the Observe and pay attention while in the situationsituation

Mentally note (write down if possible):Mentally note (write down if possible): Notice any weapons - observed, not Notice any weapons - observed, not

imaginedimagined Write down automobile informationWrite down automobile information Remember anything touched by the Remember anything touched by the

criminalcriminal Note any odor or unusual smellNote any odor or unusual smell

Handling a Bomb ThreatHandling a Bomb Threat

Don’t panicDon’t panic Listen politelyListen politely Ask Ask WhereWhere the bomb is located the bomb is located Ask Ask whenwhen the bomb is set to explode the bomb is set to explode Ask Ask whatwhat the bomb looks like the bomb looks like Ask Ask whowho the caller is the caller is Ask Ask whywhy your company was targeted your company was targeted AlertAlert your supervisor and back-up your supervisor and back-up Call law enforcementCall law enforcement

Items Left UnattendedItems Left Unattended

Attempt to locate or identify the Attempt to locate or identify the ownerowner

Call the police and your supervisorCall the police and your supervisor– Even though it may seem “silly” to Even though it may seem “silly” to

call the police when a bag is left in call the police when a bag is left in the lobby, the lives you save may the lobby, the lives you save may include your own - foresight is better include your own - foresight is better than hindsightthan hindsight

ConclusionConclusion

Don’t take it personalDon’t take it personal Act professional with your Act professional with your

vocabulary, presence and actionsvocabulary, presence and actions Know as much about your Know as much about your

organization as possibleorganization as possible Come up with a “backup plan” and Come up with a “backup plan” and

tell others about ittell others about it