3.5
describe how stewards should respond to different requests for information
stewards
need to
communicate
with people politely and clearly. They also should ask for information which is
relevant to their problem so that they can provide the best care and assistance
what ever it problem it may be. They need to make sure they have understanding
of the problem and make sure it is correct.
Stewards
need provide help which is appropriate to the problem and agreed procedures of
the event. They need to deal with complaints positively and sympathetically as
appropriate to the situation.
3.6
identify the types of problem that customers may have at spectator events
3.7
identify how stewards should help customers with their problems
There
may be problems with somebody’s entry ticket which doesn’t let them into the
event.
Stewards
will be required to deal with ticketing problems and will be expected to deal
with the matter swiftly and effectively without drawing attention to
themselves.
medical
assistance may be required from either a steward or a paramedic and
searches/reports may need to be written due to missing property or missing
people.
if
any of these problems occur then stewards will be expected to take appropiate
action which could involve them sorting it out themselves or informing the
police, paramedics or the event office for further assistance.
3.8.
Identify the types of customer problems that stewards should refer to someone
else
If
someone has fallen and hurt themselves and have injuries beyond your control
then you should refer them to somebody that has a higher level of first aid.
Incidents
may have to be referred to the police in some cases because things may have got
out of hand and too dangerous for a steward to carry on sorting it out.
If
there is a problem at the ticket gate for example and a steward can’t sort it
out or doesn’t know what to do, they could get advise or assistance of the
event organisers ensuring that the incident is dealt with properly.
3.9.
Outline the procedures stewards should follow for handling complaints
Stewards
should handle complaints according to the procedures agreed by the event
organisers and officials. They should keep records of complaints so that they
can use it as constructive feedback on the debrief which could make the event
better for next time.
4.1. recognise the
types of situations that may cause challenging customer behaviour at spectator
events
|
Challenging behaviour
|
|
Technical failure
|
|
Delays
|
|
Ticket Forgeries
|
|
Unexpected crowd movement
|
|
Traffic
|
|
Queuing
|
|
Separation of individuals and groups
|
|
Entry into restricted areas
|
|
Unsociable behaviour
|
|
Unlawful behaviour
|
4.2
state the limits of stewards’ powers and responsibilities when dealing with
challenging behaviour
4.6.
outline legal considerations covering self-defence and the reasonable use of
force
Stewards
should follow the procedures set by the police and the officials at the event.
This is to make sure that stewards are safe and that nothing gets to escalated.
Stewards are able to use appropriate force upon unlawful and unruly people. It
states this in section 3 criminal law act and so they cannot get in to trouble
as long as it is reasonable.
On
the occasion that a spectator does get out of hand then the police can
intervene and either make an arrest or calm the situation down.
4.3
describe how stewards should respond to challenging behaviour and prevent
escalating
listening
to what people are saying and not interrupting people when they are talking to
you. Stewards need show empathy and authority when dealing with a challenging
situation. They also need to maintain their own personal space and not get
involved too deeply with the argument or situation.
using
sensitive questioning to get further information about the situation
summarising and
feeding
back to people what they have said and confirming your understanding of
the
situation
4.4.
Identify the difference between stewards being assertive and being aggressive
Assertion
– This is doing something in a confident and forceful way whilst staying
professional in front of spectators. If the stewards lost their temper then it
would put all the stewards and the event in disrepute.
Aggression
– This is where a steward would act in a hostile and defensive way and be
violent towards other people. They would have an attitude and have a negative
and sarcastic answer for everything.
If
stewards did this then they would look silly because they are meant to be
acting professional.
4.5.
Identify when and how stewards should call for assistance and support
Stewards
can call for assistance when ever they feel like the situation has got out of
hand or they think it will escalate to something which could get beyond their
control.
They
shouldn’t feel pressure about asking for backup because the safety of
spectators and other stewards are most important.
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