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Front Desk Security

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									   Kings County
Front Desk Security
                 Four C’s
   Courteous

   Confidence

   Competence

   Control
                 Image
   Courteous
    – Give complete attention to client
    – Clients’ comments, questions, concerns
      and objections are welcomed and
      addressed with clear, direct, accurate and
      timely responses
    – Clients’ needs and objectives are clarified
      and re-confirmed if necessary
                 Image
   Confidence
    – Present a no-nonsense appearance and
      posture
    – Speak with a professional vocabulary and
      voice
                 Image
   Competence
    – Use resources to find information quickly
    – Offer solutions to all inquiries
   Control
    – Remain calm when pressure is on
    – Manage multiple tasks by making decisions
      quickly
    Techniques to Keep Your
       3Cs at Their Peak
 Stay Calm
 Don’t take it personal
 Empathize
 Be Courteous
       Communication
 Passive (non-assertive) behavior
 Aggressive behavior
 Assertive Behavior
Tips for Assertive Behavior
 Tell the listener what is in it for THEM
 Give a statement, then an instruction or
  option
 Always focus on what can happen
 Select your battles carefully
  Telephone Challengers
 The Prank Caller
 The Angry Caller
 The Threatening Caller
 The Con Artist
            Prank Callers
   Don’t read from the      Do Record the time
    Bible                     and date
   Don’t use foul           Do record what
    language                  prankster says or
   Don’t slam the            does
    phone down               Do call law
                              enforcement if it
                              continues
    The Angry Caller

Deal with the angry caller using...
            E…    Empathize

            S…    Stay Conscious

            P…    Patience
  The Threatening Caller
Write down as much as you can
Listen for the 5 Ws
 Who is the caller?
 What is the threat?
 Where are they calling from?
 Why is the threat being made?
 When will the threat be carried out?
After the Threatening Call
 Immediately notify your supervisor or
  safety net
 Notify security if you have them
 Notify the appropriate law enforcement
  agency
    Establishing a Safety Net
 Have a predetermined “back-up” person
 Plan on how you will reach the back-up
 Devise a desired response for the back-
  up…
    – to   call the police
    – to   run into the lobby
    – to   call your supervisor
    – to   call you back
        The Con Artist
To avoid being conned out of
  information…
 Find out what information you can and
  can’t give out over the phone
 Get a list of information the caller is
  requesting - then get authorization from
  your supervisor before proceeding
       Con Artist Tricks
 They insist on you personally providing
  them the information they want
 They tell you that their request is “off
  the record”
 They use your supervisor’s name or
  another name
    Con Artist Tricks cont.
 They say that their request is extremely
  urgent and they must have the
  information now
 They request information you generally
  do not give out over the phone
Sensing a Security Problem
       Frustration or Anger Cues
   An “inappropriate”       Running a hand
    smile                     through the hair and
   Touching or rubbing       down to the back of
    their nose                their neck
   Turning the body         Shoe scuffing
    slightly away from       short, quick breaths
    you                      Tight neck and face
   Clenched fists            muscles
What cues should you show?
 Sit or stand erect
 Square your shoulders
 Smile and make eye contact
 Speak clearly and distinctly
 Maintain constant volume, not too loud
    Cues for you to avoid
 NO   Touching your face
 NO   Standing too closely
 NO   Touching the person
 NO   Sighing or glaring
 NO   Slouching or crossing your arms
    Take Pre-Conflict Action
 Step One - Get their undivided attention
 Step Two - Quickly acknowledge their
  feelings
 Step Three - Get them moving
 Step Four - Offer assistance
 Step Five - Let your instinct be your
  guide
Step One - Get Their Attention
  Use their name
  Ask them to sit down
           Step Two -
Quickly acknowledge their feelings

  Paraphrase what they said
  Use the ESP technique
        Step Three -
      Get Them Moving
 Offer them a chair
 Move them to a private area if possible
 Give information that will expedite them
  in leaving
Step Four - Offer Assistance
 Use the word “I”
 Tell them exactly what you can do for
  them and when
 Offer an alternative if appropriate
           Step Five -
Let Your Instinct Be Your Guide
 Call for help if you sense things are
  getting out of hand
 Advise coworkers who would need to
  know about the potential danger
Cooling the Hot Head with...
 Confidence

 Competence

 Control
    Stand up for yourself
 Stand if they are standing
 Maintain eye contact
 Straighten your spine to your fullest
  height
     Be Courteous Initially
 Use a pleasant greeting and voice tone
 Give them time to run down or to vent
    – Remember the “pay phone” rule
    – Give them 3 minutes
Interrupt them if you have to
  Call them by name
  Deliberately drop something
  Use the “Broken Record” technique
      Try Calming Them
 Get them to sit down - remain standing
  if they refuse
 Offer to help them - do offer what you
  can do
 Offer an alternative if what they want is
  unavailable
Terminate the conversation
 Be friendly but give them your “bottom
  line”
 Reiterate what you can do for them
 Thank them for bringing the matter to
  your attention
What should I do if things
   get out of hand?
 Visualize calm
 Straighten your back
 Inhale and exhale deeply
 Control your panic
    – Deciding your level of commitment
    – Are other factors influencing my thinking?
    – What do I stand to lose?
    – Any prior similar situations? Learned what?
       The 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 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 People
 What kind of confidential information do
  nosy people try to see?
 What will it mean to the County if this
  material is lost or stolen?
 What will it mean to you?
         Outfox the Office
          Troublemaker
Watch for These Sticky Situations
   An employee fishes for confidential
    information from you
   Becoming privy to a coworker’s personal
    matters
   Taking sides with a client on an issue that
    focuses criticism on a coworker or the County
   An employee or client becomes flirtatious
        Watch Thieves
“A locked door is a pain in the neck, but
  an unlocked door is an invitation.”
          - The Last Great Bank Robber

If you can limit access with locked doors
  do it.
         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 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 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 Criminal
   Observe and pay attention while in the
    situation
   Mentally note (write down if possible):
   Notice any weapons - observed, not
    imagined
   Write down automobile information
   Remember anything touched by the
    criminal
   Note any odor or unusual smell
    Handling a Bomb Threat
   Don’t panic
   Listen politely
   Ask Where the bomb is located
   Ask when the bomb is set to explode
   Ask what the bomb looks like
   Ask who the caller is
   Ask why your company was targeted
   Alert your supervisor and back-up
   Call law enforcement
    Items Left Unattended
 Attempt to locate or identify the owner
 Call the police and your supervisor
    – Even though it may seem “silly” to call the
      police when a bag is left in the lobby, the
      lives you save may include your own -
      foresight is better than hindsight
          Conclusion
 Don’t take it personal
 Act professional with your vocabulary,
  presence and actions
 Know as much about your organization
  as possible
 Come up with a “backup plan” and tell
  others about it

								
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