5 Tips to Handle Heated Crowds Better Than United Airlines

conflict without violence

More and more we are seeing confrontations at businesses, malls, in traffic, and on the streets. Often the key in handling them without hurting your company reputation is to listen— particularly to your customers. Imagine if United Airlines had listened to the first person who asked them to not eject a customer from their flight. The situation could have been handled so much better by acknowledging they had a point and finding another solution. Here are a few steps your company can take to make sure that your team does better.

  1. Stop and listen to your customer and the public’s concerns.
  2. Find another alternative and seek a win-win solution.
  3. Sometimes an objective observer can find a better solution. In the case of United Airlines and the person they ejected from their seat, it would have been better to explain their crew shortage honestly and offer more money for a ticket.
  4. Offer empathy. Listen to the complaint and repeat it back to them in an empathetic and understanding way. As you do so, actually pretend it was you or someone you care about with the complaint and you will likely find a solution that addresses their concerns. Most times we just want to feel heard.
  5. Teach your staff when to contact a manager especially if something is escalating at your property.
  6. Give your staff the authority to solve problems on the front line and make company policy clear on when it’s okay to be physical (imminent danger) or not.
  7. Express your concerns so that onlookers can hear and understand your issues and observer your company being professional, reasonable and helpful. If they only hear from the person complaining your company looks like the problem.
  8. Always try to resolve issues verbally and be friendly and professional-never physically.
  9. Respectful conversation trumps aggression every time. It calms everyone and the company looks better.

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South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.

Crowd Control Tips for Events

How can you be sure your next event is safe and under control? Southbay Security has some tips for you and of course we can help if you need security for your next event. The best experience for your company is a safe experience for your attendees; which means that keeping crowds in control creates a successful event and public relations.

  • Make sure your team knows what to do in the case of fire, fights, burglary or violence.
  • Have a rapid notification system. Arm your staff with the right phone numbers, text numbers, Twitter or Facebook message or police response team contact to get help ASAP. Use technology to get the word out for a safe exit.
  • Keep everyone calm. Any time there is a crowd they can get riled up based on politics, comments, and peer pressure. So train your staff to take a deep breath and calm the group down as much as possible.
  • Do an event briefing alerting your staff to the hour by hour agenda so they can be prepared & not surprised.
  • Do a follow-up and ask your team to improve your plan over time.
  • Before & during your event, ask your staff what they would do in the event of a shooter, fire, fight, or other actions that happen in a crowd. Educate them.
  • Have a team plan to get resources where they need to be in minutes.
  • Keep your team in touch with each other. Remember that when there are crowds, there is confusion and some criminals know how to work it. Make sure someone is assigned to your front desk or cash register and your inventory. By assigning responsibility to keep an eye on those at all times, distraction techniques will not work.
  • Shut down any aggressive behavior right away. It has a way of accelerating if you do not make your rules clear and provide physical support to enforce those rules if people choose to ignore your rules. Don’t hesitate to call in the authorities. Make sure they know about your event in advance.
  • Remember that the area outside your venue is also your concern. If your crowd expands to the sidewalks and the property of others, you can be held liable. Don’t let that happen, make sure you have security to monitor outside your venue.
  • Have adequate, trained staff during and after events. If your event ends at 5pm, do not abandon your employees or property until that crowd disburses. Don’t try to save an hour of security cost and end up paying for injured attendees, broken windows, or damaged property.

Crowd Security

South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.