2. Behavioural Standards
To discuss behaviour appropriate for individual door supervisors using the SIA Code of Behaviour
By the end of this topic you will be able to:
- State the reasons for having behavioural standards
- State the standards of behaviour required of door supervisors
- List the SIA’s specific requirements in relation to licensing & enforcement
Conduct and Dress:
P- Polite
P- Professional
P- Positive
Remember the 3Ps Be …
Professional Image
Be a good and effective communicator
Be friendly, polite and fair
Take pride in your work and environment
Be observant and vigilant
Report all incidents
Be approachable and understanding
Develop a knowledge of local services
Apologise when necessary
Always co-operate with the Police, L.A’s etc
- Abusing your position of trust
- Accepting bribes, etc
- Giving preferential treatment to certain customers
- Allowing your licence to be used by another
- Lack of commitment
- Poor communication
- Lack of co-operation
- Poor attitude
- Being under the influence…
- Possessing threatening items
- Criticising your colleagues or company
- Using defamatory or abusive language
Assertive Behaviour
- State clearly what you want, feel and think
- Acknowledge other people’s view points
- Be self-empowered
- Be firm but fair
- Be constructive
- Be relaxed
- Use clear speech
- Be polite, positive & professional
Aggressive Behaviour
- Shouting
- Finger-wagging
- Glaring
- Threatening
- Using sarcasm
- Giving orders
- Interrupting
- Blaming others
- Putting others down
- Making assumptions
- Stating opinions as facts
- Not making eye contact
- Apologising a lot
- Putting yourself down
- Rambling speech
- Backing down
- Agreeing to anything
- Having a quiet strained voice
- Fidgeting
- Always smiling
