Team Member Handbook

I Care About The Business

Managing Difficult Situations A licensed premises is generally an enjoyable and rewarding place to work. Unfortunately, sometimes there are guests who can become aggressive, possibly due to alcohol or drugs. Incidents of aggression can range from swearing to physical violence, which can result in fighting or damage to property.

It is possible to prevent conflict by identifying the signs early and by knowing how to handle the situation. If you see or become involved in a conflict situation:

Don’t

Do

Make physical contact

Stay calm

Raise your voice

Adopt a friendly manner

React in a threatening way

Be assertive but not aggressive

Swear or use offensive language

Inform someone e.g. your Duty Manager

Prevention of Terrorism All Team Members working in retail premises have a responsibility to work together with their colleagues and help deter terrorism. Some of our Team Members, especially those working in city centres, will be more than familiar with local police initiatives such as Project Griffin. By working with the authorities we can all help prevent an attack and the following are key points: • Report any suspicious or unattended packages immediately • Record details of any telephone threats • Look out for any suspicious activity • Make sure that there is no unauthorised access to the back of house areas • Never give out any security information about the business If you have to evacuate because of a bomb threat remember that you may need to go to an alternative assembly point. When evacuating, tell guests to take their possessions with them and if the suspect device is at the front, consider the use of the alternative emergency exits.

Remember!

If any information is given to you about a bomb threat you must inform the Duty Manager immediately.

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