Kings County Front Desk Security

1. Kings CountyFront Desk Security

2. Four C’s • Courteous • Confidence • Competence • Control

3. 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

4. Image • Confidence • Present a no-nonsense appearance and posture • Speak with a professional vocabulary and voice

5. 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

6. Techniques to Keep Your 3Cs at Their Peak • Stay Calm • Don’t take it personal • Empathize • Be Courteous

7. Communication • Passive (non-assertive) behavior • Aggressive behavior • Assertive Behavior

8. 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

9. Telephone Challengers • The Prank Caller • The Angry Caller • The Threatening Caller • The Con Artist

10. Don’t read from the Bible Don’t use foul language Don’t slam the phone down Do Record the time and date Do record what prankster says or does Do call law enforcement if it continues Prank Callers

11. E… S… P… Empathize Stay Conscious Patience The Angry Caller Deal with the angry caller using...

12. 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?

13. After the Threatening Call • Immediately notify your supervisor or safety net • Notify security if you have them • Notify the appropriate law enforcement agency

14. 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

15. 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

16. 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

17. 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

18. An “inappropriate” smile Touching or rubbing their nose Turning the body slightly away from you Clenched fists Running a hand through the hair and down to the back of their neck Shoe scuffing short, quick breaths Tight neck and face muscles Sensing a Security Problem Frustration or Anger Cues

19. 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

20. 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

21. 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

22. Step One - Get Their Attention • Use their name • Ask them to sit down

23. Step Two - Quickly acknowledge their feelings • Paraphrase what they said • Use the ESP technique

24. 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

25. Step Four - Offer Assistance • Use the word “I” • Tell them exactly what you can do for them and when • Offer an alternative if appropriate

26. 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

27. Cooling the Hot Head with... • Confidence • Competence • Control

28. Stand up for yourself • Stand if they are standing • Maintain eye contact • Straighten your spine to your fullest height

29. 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

30. Interrupt them if you have to • Call them by name • Deliberately drop something • Use the “Broken Record” technique

31. 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

32. 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

33. 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?

34. 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?

35. 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?

36. 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?

37. 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

38. 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.

39. 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?

40. 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?

41. 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?

42. 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

43. 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

45. 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

46. 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