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Exhibit 24
Exhibit No. 24 7�� - t4 ���: � \. too Fayl :. ��\ \ \ \\ ', � iir © ec" Un, I-. THE BASICS MPP Security & Bodyguards is a licensed and fully insured private security company that specializes in providing professional, dependable, qualified officers, and customer service to its clients. The owners, Dominic and Art Menaldi, have been involved in the security business since 1982. They began this company in 1989, to provide an honest, superior security service dedicated to providing the best guard service possible. They accomplish this by being directly involved with all facets of management, realizing that our client's satisfaction depends on each and every officer's performance. Prior to starting MPP Security and Bodyguards, Mr. Art Menaldi spent 4 years in the United States Air Force as a Military Police Officer, having top secret Security clearance and providing law and order within all military facilities. After receiving his Honorable Discharge, he teamed up with his brother Dominic, a young entrepreneur already established in the business world. Together they created with a vast knowledge of security and management, one of the most unique and finest security companies in Southern California. As a result of the combined experience, their expertise now lies in accurately determining what is required to provide absolute protection in any given situation. MPP is very pro law enforcement and believes that a cooperative working relationship with the local authorities is not only the right thing but the smart thing as well. MPP has in the past and currently been recruiting from Military and sometimes retired Police among others. MPP management consist of trained professionals in all aspects of Security. MPP if and when confronted with an obstacles will reach out to the experts to handle the problem or get needed information. The motto when working with local authority is that of Forrest Gump in that whatever you say Drill Sergeant. Let's get to it Fury Sushi Lounge may run a security staff of up to 15 depending on event or crowd. All security are required to have a flashlight and radio. We are exploring putting a uniformed Security guard in the parking lot as well for a number of reasons. 1�1 The staff will all be posted in position and of course all doors covered to prevent guest going and coming except through front. The only exception is an emergency. Fury at the front will and does use a card scanner for a number of reasons. We ask that all individuals be scanned regardless of age. MPP and Fury want to know exactly how many guest we have in the building @ all times and in case of emergency we would know the names of those individuals. MPP and Fury have a Taxi Service available for customers when leaving if need. There is no reason for anyone to drive intoxicated. MPP is exploring keeping a security vehicle near the exit as one more reminder when they leave not to drive if intoxicated. Fury is taking a harder look @ bottle service to keep control of the service with the waitress. MPP has a solid policy against intoxicated guest driving or attempting to drive. If there are fake id attempts, fighting, public urination and any of these types of violations may result in permanent ban to Fury as well as other mpp accounts.. MPP is currently scheduled from Thursday to Saturday with some staff arriving from 8pm until closing. There maybe some security posted after closing for the safety of management and staff. MPP has been retained to keep the peace, maintain a safe environment, and follow the direction of management and local authority. bbbb.- Fury Taxi Service ;? Fury Sushi Lounge SecurityTraining SUMMARY The purpose of this section is to better train and prepare you to be security for Fury Sushi Lounge. To let you know what is expected of you as security and to set down the rules and guidelines for all security employees of Fury Sushi Lounge. OBJECTIVE Our objective is to make you the best security employee that you can be. We will do this by making you proficient in all aspects of the security field. We will go over identification checking procedures and what is expected of you by the state of California. DEMANDS There are numerous demands required of a security employee of Fury Sushi Lounge. The individual must be able to read and write the English language, do the physical requirements set forth by the Fury & MPP management staff, and be able to talk with customers in all situations. The individual must be able to use common sense, comprehend and carry out written and oral instructions, and get along with other employees and customers. Last but not least you must be fully trained by MPP Security & know the Security Manual from cover to cover. DUTIES AND RESPONSIBILITIES 1 To maintain the safety and security of all employees and customers while on the premises. 2. To maintain post at the front patio and rear entrances at all times. t �qa 3. To check identification of customers in accordance to the State of California's 21 and over age for consummation of alcoholic beverages. 4. To keep all fire lanes clear. 5. To prevent all violent altercations by customers and /or employees. 6. To enforce all laws (local and state) and standards set forth by the owners and managers of the company. - 7. Circulate among patrons to prevent improper behavior and harassment. 8. Wam patrons guilty of infractions and escort individuals tactfully from the premises if necessary. 9. Keep updated with laws (local and state) and any identification changes by the state. RULES FOR SECURITY /All security to be identified by -6� sW,.tagrberdge and /or ucicei at all times. 2. ID everyone. No ID, no entry. Prior to ( 10 ) No one allowed under 21 unless accompanied by an adult family member. After ( I d ) no one under 21 allowed unless authorized by management for dinner. 3. Be aware of minors in the bar at all times. If in doubt card again. 4. Watch for walkouts and assist staff when necessary. 5. No beverages are to leave the bar EVER. 6. Schedules are posted well in advance. Tardiness is disrespectful to your fellow employees and Fury Sushi Lounge. If a schedule z conflicts with other engagements please inform your immediate supervisor. Excessive tardiness will result in disciplinary action up to and including termination. 7. No Call/ No Show will result in disciplinary action up to and including termination. S. No schedule changes without MPP management approval. 9. No profanity with customers. 10. No verbal abuse to customers and /or employees will be tolerated. 11. No weapons allowed, i.e. knives, pepper spray, asps, etc. 12. No excessive force of a customer and /or an employee will be tolerated 13. Always maintain a calm and cool temperament. Never lose controll Always speak to the customer in a calm, but firm, voice. 14. REMEMBER: a. Your actions can escalate the altercation. b. Never take it personally. c. It is just a jobl 15. Always have at least one other security personnel with you when speaking to a customer. Remain biased when determining if the individual is over intoxicated. 16. Physical force is the always the last resort; always talk to the customer first. Passive restraint is the only tolerated method of force authorized by Fury Sushi Lounge except EMERGENCIES. 17. Do not call 911 unless told to do so by a manager, 911 is for emergencies only. 18. After an altercation escort the parties out opposite exits and keep one party for five minutes after the other party leaves to avoid an incident outside of the establishment that we can't control. The bar is liable for any situation. 3 (A% 01- P 19. If there is a verbal argument both parties must be removed from the premises, failure to do so may result in an altercation by either party due to aggressive behavior and attitude. 20. If an altercation occurs isolate both parties to prevent incidents With other customers. Try to get information from the individuals after the altercation to help with identification of problem individuals, police involvement, and possible legal actions. 2 1. After any incident a security report must be completed immediately and filed with your supervisor. Failure to log a proper security report may result in disciplinary action up to and including termination 22. Always notify the security manager before or immediately after an altercation. 23. Communications is very important for proper procedures and the welfare and safety of the employees and customers. Y 24. Never leave front or back entrances unattended. Someone must - be on the doors outside at all times. If you have to go to the restroom on your shift you must put someone on the door before doing so. If you leave these entrances unattended disciplinary action will be taken. 25. If assigned to a patio, you must remain on that patio until relieved. If you must leave the patio for any reason, other than told to (i.e. code 3 or code RED, help with a customer, etc.), you must have someone replace you on the patio. 26. The security supervisor on duty must approve all ejections & outs. The only exemption to this rule is when & if no supervisor is present. 27. Never put your hands in your pockets while working. 28. No smoking except on break. 29. No drinks @ front door where customers can see them. a 30. No eating on duty except on break & the supervisor must approve. 31. You must have your position accounted for Q all times in case of emergency. 32. Always keep a record when we put someone in a cab. 33. If someone is a constant trouble maker please let Fury management know so they can take appropiate action. 34. Please have security manager notified when Police are in the building so they may assit them if necessary. Do not assume their safety but be available if they ask for it. 35. Please be aware of water, lemons, etc. on floor as this is a safety haaard and should be wiped or picked up. Don't assume someone else will do it. PATIO RULES Q I. Shoes are required at all times. 2. No yelling, waving, throwing of anything, on the patio. 3. No alcohol outside of the patio, on the rails or exits. 4. No loud and belligerent behavior. 5. No sitting or standing on counters and /or tables. 6. No standing or kneeling on chairs. 7. No loitering on rails, they are fire lanes and must be kept clear. 8. No shirtless customers inside the bar. INSIDE BAR [.No sitting and /or standing on the tables. ry)d\/ �aj e s � 2. No standing on the chairs. 3. Shirt and shoes required at all times. 4. The aisle ways must be kept clear at all times. 5. No lewd conduct will be tolerated in the establishment, i.e. exposed privates, dry humping, lap dances, groping, etc. Wam the customer first if it happens again let Furry management know & then escort the individual out of the establishment if so advised. 6. No loud and belligerent behavior. 7. No beverages are allowed on the dance floor while the entertainment is on. NIGHT SECURITY, CLOSING PROCEDURES 1. ( 13q am, close side patio. 2. ((351 am, dance floor security on Friday and Saturday will notify the DJ that it has five minutes until they have to stop playing. On Sunday through Thursday nights you will notify the DJ at ( ? ) pm. 3. (Ian close the front patio. 4. ((�am, turn on the house lights and signal last call. The dance floor security will make sure that the DJ is done at this time. He will turn on the dance floor and stage lights. On Sunday thru Thursday the security will make sure this is done by ( ) . 5. ( 13 ) am, give the customer a five- minute warning that the bar will be closing. 6. (1iok 5 ) am, let customers know that the bar is closed and start moving them out. 7. Make sure that a security member is at each exit to watch for 1 alcohol leaving the premises. 6 a�� 8. Make sure that all customers are removed; check the restrooms, patios, and kitchen. 9. A security staff member will escort the female employees out to their vehicles, server or bartender, V� 05k6 . IDENTIFICATION CHECKING PROCEDURES The items required to properly check an identification card, driver's license, and /or operators license is a flashlight and a current year I.D. checking guide. 1. Check the I.D. for condition. 2. Check the I.D. for thickness. a. Bend the I.D., if it feels wrong bending it may separate it, crack it, and /or make the lamination separate. b. If the I.D. is to thin it was probably shaved down and the lettering will be off a little, color and thickness, and the picture may be pixilated. c. If the I.D. is too thick it has something over the top of the original. If you shine the flashlight underneath the I.D. the light will be dull or you will see the original numbers and under age DJs on the original. 3. Check the expiration date; if the I.O. is expired don't let them in without a renewal. Make sure the color and thickness of the date are correct. 4. Check the birth date and see if they are 21 or older. While you are doing this make sure the color and thickness are correct. 5. Look at the DMV logo on the top of the I.D. is correct, proper size, type color, and thickness. 6. Look at the hologram on the lamination and make sure that the design is correct and that the color scheme of the logo is consistent with the state. Make sure that the hologram is not pI ilated. 7. Check the picture of the I.D. a. Look at what is called the 'T' on the license. The'T' is the area of the face that is the eyes, nose, and mouth. b. Look for any birthmarks and /or scars. c. Remember eye color will not change. d. Look for height very close. e. You may ask them for birth sign, year they graduated, who was president their senior year. Anything that may help you put a time line or catch them off guard. f. You may ask them to sign name and see if it matches signature on their ID. IN- CLOSING We welcome you on board. Always remember you are the first and last person seen by our customers. Let them know that we appreciated their business. Offer a proper greeting. "Hello Welcome to Fury Sushi Lounge, Enjoy your visit" or "thanks for coming! Come back soon! Have a great day! Drive safe! Etc." Security is a very important function of any restaurant, nightclub & or lounge. You are the host and hospitality of the facility. Take some time to get to know the customers around you and create an atmosphere of enjoyment for them. It will make your job easier if an incident does occur and they see you as their host and not a threat. Remember that you are the one who ultimately ensures the restaurant stays in business so take it seriously but also have fun. POSITION - DUTIES I . Front Patio - keep count on the patio (patio count is ( ) , at no time is the numbers on the patio to exceed that number), watch for any infraction of the rules set forth by the state and the city (i.e. no throwing, yelling, etc.) the patio shuts down at ( ) every night, and the patio will be closed down no later than ( ) every night. g ��,1 2. Dance Floor - you are posted in front of the stage, or off to the side of the stage by the kitchen door, you need to be where you can see the whole bar from your position, keep watch on the DJ and the customeon the dance floor, give a five minute warning to the DJ at (1q) ), the DJ is off at (1:0) no exceptions, and to watch out for people trying to sneak into the bar from the kitchen. 3. Aisle Roamer - keep the aisle ways clear, you may walk the bussers, servers, and bar backs through the bar when it is busy (i.e. carrying trays through the bar), keep constant eye on the dance floor s cu ii (when the DJ is on it is hard to hear if the security needs help), and take the patio for security if the need to use the restroom. 4. Front Door - at no time are you to leave the door, card everyone that comes through the door, pull fake id's (get a second opinion, never pull an id without it), on weekdays and weeknights keep an eye on the patio, watch for men entering the women's restroom (if a man goes into the restroom with another woman both are ejected out, no ifs, ands, or buts), spot check for drunks before they enter the bar, and recall all code 2 and 3 calls over the radio (don't forget to tell where the call is at). 5. Back Door - at no time are you to leave the door, pull fake id's (get a second opinion, never pull an id without it), card everyone who comes through the door, spot check for drunks before they enter the bar, & keep an eye on the patio. 9 ��`�' �f Fury Sushi Lounge Fury Sushi lounge 4221 Dolphin Striker Way Newport Beach, Ca. 92660 PHONE 949- 756 -8800 SECURITY PLANS Information CHECKING AGE IDENTIFICATION Carefully check IDs. Be sure that IM are valid and depict the person presenting the ID. Minors frequently obtain alcohol beverages by presenting a valid ID that belongs to someone else. VALIDITY Know the forms of ID that are valid in your area. In many parts of the United Stiates; only the following [Ds are considered valid: • A state - issued driver's license. • A stateAssued ID. * A military ID. * A current passport. An alien residency (green) card may be acceptable, provided the card has a photo. If a guest shows you an 1D that does not have a photo, ask to see a photo ID. Note: If your local law specifies a state -issued ID, the following IDs are not valid: a birth certificate, a company ID from the guest's employer, and an ID issued by a private identification company. a�01 The FURY LOUNGE accepts the following IDs: 1. A current state- issued ID. 2. A current Military ID 3. A current passport with manager approval. 4. 5. TYPES OF FALSE IDENTIFICATION You should be able to recognize these commonly used false IDs: ob A driver's license or ID altered to include a false picture, false dates, and other incorrect data. A counterfeit card created with a camera, computer, and lamination equipment. Two types of false IDs that are hard to defect are: A genuine ID issued to one person but used by another. A genuine ID illegally obtained by presenting false information, such as a counterfeit birth certificate. SPOTTING FALSE IDENTIFICATION Become familiar with the valid IDs and driver's licenses in your state and nearby states. Use reference materials that your manager provides to check the legitimacy of IDs. Take time to carefully look at 11W& to make sure they are legitimate. S, Birth Date. Thoroughly look at the birth date. It is one of the most commonly altered items on an ID. Expiration Date. The ID should still be valid. All driver's licenses have expiration dates, but many state - issued IDs are indefinitely valid. Security Pattern. The pattern or lines in the background or across the front should appear correct and unbroken. Many states now print the state name over and over, in phantom letters, across the license and photo. State Seal. The seal should be the proper size and in the proper location. On many IDs, the seal overlaps from the printed area onto the photo. There should not be a break in the continuity of the seal at this overlap. Color. The colored areas should be the correct color. Check the photo background color and the colors in the printed area against the colors of a valid ID. Lamination. The clear plastic coating should be the proper thickness, without irregularities or evidence of double lamination. Material Strength. A non - tearable driver's license should not be able to be ripped or torn. Know if your state issues non - tearable licenses. Be especially careful using this method for identifying false IN because some states make licenses with soft materials that will tear. Size. The license or ID should be the proper size. Forgeries can be larger or smaller than legitimate IDs. Coding. Special color bands, number series, or phantom overtype denoting the age of the ID owner should agree with the birth date on the ID. a V1 Signature. Check each ID for any alterations or forgery. If you think -- the ID is false, ask the person to sign his or her name, then compare the two signatures. Checking Identification and the Guests Who Present Them Many false IDs are difficult to detect. Carefully observe the person presenting the ID. Since most of your guests will present valid IDs, be pleasant to everyone while watching for false IDs. General rules for checking IN include the following: Always smile, establish eye contact, and greet the guest before asking to see the ID. Check all guests each time they enter. A person gaining admission Without showing his or her 1D can pass that ID to a minor. Politely ask the guest to remove the ID from his or her wallet. Do not remove an ID from a guest's wallet or purse. Always check to see that the person handing you the ID is the owner of that ID. Look at the physical description on the ID, especially the height and weight. Could they match the person handing you the IN Look at the birth date on the ID. Is it appropriate for the person handing you the IN Does the photo appear to be the person handing you the IN Feel the ID, checking for cuts, pinholes (bleach can be inserted through a pinhole to erase certain aspects of a date), improper lamination, and other alterations. Turn the ID over and look for changes on the back. Look for breaks in the lamination around the picture. Examine the ID with a light source behind it; a flashlight will do. Cuts, erasures, and other alterations will clearly show up when an ID is lit from the back. IN Ask for a second valid ID when a guest presents an ID without a picture or a state ID with which you are not familiar. Notice the guest's appearance and behavior. Minors often look young. They may act underage by avoiding eye contact with employees, appearing ill at ease or nervous, avoiding adults waiting to enter your establishment, or giggling if they are admitted or when they order drinks. Be careful when checking military IDs. Often, the person's hair is very short in the picture, but their hairstyle may have changed. Carefully look at the ID presenter's chin line, nose, and ears. If it is necessary to question the ID presenter, hold the ID and ask a few questions, such as the following: 0 'What is your address ?" 0 "What is your social security number ?" 0 "What is your middle name ?" 0 "When were you born?" 0 "What is your astrological sign ?" 0 "How do you spell your last name ?" A guest's uncertainty or hesitation when answering any of these questions should make you suspicious. Have a pen and paper ready to ask the guest to sign his or her name. Compare that signature with the one on the ID. They should match. USING A VIDEO CAMERA AT THE ID- CHECKING STATION A video recording can help determine whether an individual entered your establishment and had his or her ID carefully checked. If your M } establishment has a video camera at the entrance, position yourself so the camera can record the face of the person presenting the ID, the ID being checked, and you checking the ID. A clock and a calendar should also be at the entrance to establish the date and time. REFUSING A MINOR SERVICE OR ADMISSION When you must refuse alcohol service or admission to a minor, always express regret and never sound judgmental or authoritative. Be firm, but do not embarrass the customer. Correct: "I'm sorry, but I can't let you in without a valid ID. That's our policy." Incorrect: "You haven't got an ID, kid! Forget it, you can't come in: Communicate your decision to refuse entrance or alcohol service to Qa minor to co- workers. Other rules that your establishment may enforce are: A minor may not be allowed in the bar but can be served food and non- alcohol beverages in the restaurant. If a minor is in the restaurant with guests over 21, the minor can be served non- alcohol beverages and food. Observe the table to make sure other guests do not serve the minor alcohol beverages. If this occurs, contact a manager. if the guests continue to give the minor alcohol beverages, you will have to stop alcohol beverage service to the table & they may be asked to leave. CONFISCATING IDENTIFICATION Follow your establishment's (Fury Lounge) policies if you suspect someone has shown you a false, altered, or stolen ID. 10 You should know and record your establishment's policies regarding - the following: When & if you should confiscate an ID. Who has the authority to confiscate an ID. How to handle a person presenting a false ID. What to do with a confiscated ID. The FURY LOUNGE policies for confiscating IDs are: 1. 2. 3. When an ID is confiscated or a minor is turned over to the �} authorities, immediately fill out an incident report. Thoroughly record ` all details. (See Completing an Incident Report in Chapter on Reporting) ADAPT YOUR SKILLS TO YOUR ESTABLISHMENT Lounges, banquet and party facilities, stadiums and arenas, hotels, and casinos face their own challenges for responsibly serving alcohol. After learning the basic responsible alcohol service skills in this section, apply them to your establishment's needs. LOUNGES Most guests come to lounges to enjoy the atmosphere and alcohol. This often puts lounges in the spotlight for law enforcement. You and your co- workers must be especially careful to avoid serving alcohol to minors and intoxicated individuals. Doorstaff. 365 Doorstaff should be gracious and pleasant, not intimidating. Be - consistent, reasonable, and pleasant -this will help you deal with troublesome guests and earn the other guests' support. Entrances. Have enough help at entrances to ensure quick entry and that every ID is carefully checked. Know who to call if a large group unexpectedly arrives. Law Enforcement. Always inform a manager if the police arrive. Allow police to immediately enter your establishment. Banquets and Parties Businesses that cater to banquets and large parties face unique challenges. Consider the wedding reception at which the bride is 20 years old and wants to have champagne on her wedding day, the retirement party with an open bar at which the guest of honor continues to celebrate past the point of good judgment, and the (� banquet in a large hotel where the guests can move into one of ` three different lounges, ordering drinks in each one. Working with the Host. When the party is being booked, the host should be informed that your establishment complies with the law and will not serve alcohol to minors or intoxicated individuals. The host also should be informed about your policies to slow alcohol service to guests who begin to show signs of intoxication. Ask your manager how to work with the host if any problems arise during the event. Minors. Plan ahead if you know minors will be present. Carefully check IDs and find out from your manager if the host told the minors that they would not be served alcohol. Politely offer minors non - alcohol beverages. Consider using one kind of glass for minors and another for guests drinking alcohol. Security. Remember that guests may be moving around, so counting drinks will be difficult. Concentrate on guests' behavioral changes. Be 0 J alert and prepared to respond to a minor who switches glasses with a Mend or has been served a drink by a friend or family member. Communicate with your co- workers & managers, especially during shift changes. NEXT CHAPTER INTRODUCTION When a alcohol - related incident occurs, you may have to make decisions during difficult circumstances. It is important that you know your establishment's policies on handling verbal abuse and violence and preventing an intoxicated guest from driving away from your establishment. You also should know when to select alternate transportation and how to complete an incident report. HANDLING DIFFICULT SITUATIONS '- Intervention is the process of discontinuing alcohol service to guests in the red level. Follow your establishment's policies and involve your manager as required when carefully making the important decisions described below. 1. Who Decides to Intervene ? You may be the first to notice that a guest is intoxicated. When deciding if a guest is intoxicated, it is a good idea to ask a coworker for a second opinion. 2. Who Intervenes? Some establishments allow a server to handle this task while others require that a manager handle it. The person who intervenes should have a backup in case the guest becomes verbally or physically abusive. If you have the authority to discontinue alcohol service, always keep your manager informed of your decision and action. �01 Alcohol service to a guest should never be stopped without a manager being aware of the situation. 3. How Should the Intervention Be Handled? Wait until the guest orders before refusing alcohol service. If a guest has a drink and is content, the best practice is to wait. Do not antagonize the guest by announcing that 'This is your last drink for tonight' Politeness is good service and a way to avoid upsetting the guest. Alert a backup. Have an experienced staff member's support if you decide to discontinue alcohol service. The backup employee should stand near, but not approach, the guest. Being confronted by two or more people can intimidate a guest. If possible, isolate the guest from other guests to avoid embarrassing him or her, but make sure help is near. The pretense of a telephone o call is a good way to separate a guest from his or her party. In some cases, it may be better for you to speak with the guest near an entrance, where help from the door staff is available and where the guest can easily be removed from the establishment if trouble occurs. If the guest refuses to leave the table, discreetly inform the guest that you will no longer serve him or her alcohol. Tactfully lead into the message. Practice interventions, such as "Good evening, sir. My name is Mike. Are you enjoying yourself this evening ?" Then continue, "I'm sorry, but our policy doesn't allow me to serve you more alcohol. May I bring you a non - alcohol beverage or some appetizers ?" Avoid being judgmental. Avoid criticizing or condemning the guest for drinking too much. Never accuse the guest of being drunk. Expressing concern is a good way to achieve empathy with a guest. He or she may feel understood and that you really care about his or her welfare and safety. 3b�. Enlist help. If there are other people at the table, ask them to help their friend by not serving him or her alcohol. For this approach, try to identify the most responsible person at the table. Be firm. Do not change your mind about discontinuing alcohol service. This can allow the guest an opportunity to bargain for'Just one more" Rely on your manager for support. Be patient and remain calm. Simply and clearly repeat the decision to discontinue alcohol service to the guest as often as necessary. HANDLING ALCOHOL- RELATED VERBAL ABUSE AND VIOLENCE In most states, the law requires an establishment to make a reasonable effort to anticipate problems and protect guests and employees from injury. \ If an intoxicated guest becomes verbally abusive or hostile, get a manager. However, if fighting or violence seems likely or occurs, immediately take the following steps: 1. Call the police only if necessary. Do not assume that the situation will resolve itself- act to protect your guests, your co- workers, and yourself. 2. Try to separate the intoxicated guest from other guests. 3. Speak firmly and calmly. Repeat yourself as often as necessary to make the guest understand you. 4. Negotiate with a guest who is in the late stages of the yellow level or in the red level not to leave the establishment and to calmly wait for the police to arrive. Y111 Caution: Never touch or try to physically restrain an intoxicated guest unless it is absolutely necessary or an emergency or you are acting for their safety and the safety of others. ENSURING AUTOMOBILE SAFETY FOR YOUR GUESTS Establishments often provide alternate transportation, a designated driver program, and procedures to prevent an intoxicated guest from getting behind the wheel. Carefully follow your establishment's policies. There are cabs outside of Fury on most nights open. PREVENTING AN INTOXICATED GUEST FROM DRIVING 1. Select Alternate Transportation. Decide which alternate transportation is most appropriate- whether that is calling a cab or a member of the guest's family -and insist on it. Fury will most always have several cabs waiting. 2. Convince the Guest Not to Drive. Convince the guest that you are concerned about his or her welfare and safety. Inform them there are Police waiting and a DUI is certain. If they still insist on driving Police intervention may be necessary. If the parking valet has the guest's car keys, he or she should keep them from the guest. The valet will and should know to never let an intoxicated guest drive. If there is a problem you can let local enforcement know and the guest can argue the point with them. If the guest will give you the car keys, take them, tag them, and lock them away. • If the guest will not give you the car keys and insists on driving, wam the guest that you will call the police if he or she drives away. J `'J io • If the guest drives away, do not attempt to use physical force to - stop him or her. Call the police and give them a description of the guest and the guest's car, including its make, model, color, and license plate number. You may save a life. If a guest is difficult and demands his or her car keys, call the police and give the keys to them when they arrive. ALTERNATE TRANSPORTATION. When you send a guest home using alternate transportation, secure the guest's car. Have the guest take his or her personal belongings. Be sure the guest is appropriately dressed for the weather since alcohol causes the body to lose heat. Cover all the bases. If the guest takes a cab, return the guest's car keys as he or she gets into the cab. Please make note. Date, time, etc. If the intoxicated guest is with a sober spouse or friend, the sober person may be able to drive the intoxicated guest home. If the guest is alone, attempt to telephone a friend or relative. Note: Be sure to offer alternate transportation to other guests who, for reasons other than drinking, feel that they cannot safely drive. Offering this service to everyone helps remove the stigma of needing a ride. DESIGNATED DRIVER PROGRAM A designated driver program can help encourage the driver of a group of guests to remain sober. In this type of program, one person is the designated driver who promises not to consume any alcohol. As an incentive for not drinking alcohol beverages, some establishments offer designated drivers free nonalcoholic beverages or food. Some establishments also give the designated driver a L) coupon for a complimentary alcohol beverage the next time he or she is in and is not a designated driver. A designated driver program can be an effective part of responsible alcohol beverage service, but it must be carefully planned and executed. Be sure to do the following: Identify Each Designated Driver. When a group arrives, record the designated driver's name in a log. A record of designated drivers documents your actions. Make Your Policies Clear. Be sure the driver understands that to receive complimentary non - alcohol beverages he or she cannot consume any alcohol beverages. Make it clear that he or she will receive a tab for previously free drinks if the driver reneges on the agreement. Some establishments will not serve alcohol beverages to a designated driver who no longer wishes to uphold his or her part of the agreement. QKeep Each Shift of Servers Informed. Always know who at the table or bar is not drinking alcohol beverages. Some establishments have special buttons, cards, arm bands, or badges for the designated driver. If a guest refuses a highly obvious designation, such as a badge, find an alternative the guest will accept. Keep the Whole Group Sober. Do not allow other members of the group to become intoxicated -the program should not enable other guests to drink too much. COMPLETING AN INCIDENT REPORT It is important to use an incident report to document your efforts of responsible alcohol beverages service. The incident report documents the facts of an incident and explains why certain actions were taken. 0 ?o- WRITING THE REPORT Write the report immediately after an incident occurs, while events and persons are clear in your mind. Do not wait until the end of a shift or the next day. Always include basic information, such as the date, time, server on duty, server's station, and manager on duty. Detail as much information as possible about the incident. Include the names of guests and employees who witnessed the incident and physical descriptions of all intoxicated guests involved. The following incidents always should be documented: When Alcohol Service Is Refused. Explain in detail the guest's behavior and why alcohol service was refused. Typically, this incident occurs when a guest shows signs of intoxication Q � 5 When Transportation is Arranged. Note the type of transportation arranged and why you decided to use alternate transportation. Note that the guest took all of his or her personal belongings. When a Minor Presents a False ID. Note whether the ID was confiscated and whether it was given to the police. State if the minor was denied admission into your establishment and that alcohol service was refused. Also, record if the police were notified to handle the situation. When Police or Regulatory Agents Are Called or Visit Your Establishment. Note the reason for the call or visit and completely describe the incident. Record who spoke with the police officer or regulatory agent, what information was provided, and the next step in the investigation process. Always call the police when violence occurs and when an intoxicated person drives away from your establishment. When a Guest Has a Alcohol - Related Accident or Becomes 111. Record the nature of the accident or illness and the guest's symptoms. Include the aid you provided, what medical service you called, when you made the call, when the service arrived, and what treatment they provided. Doorstaff. Doorstaff should be gracious and pleasant, not intimidating. Be consistent, reasonable, and pleasant -this will help you deal with troublesome guests and earn the other guests' support. Entrances. Have enough help at entrances to ensure quick entry and that every ID is carefully checked. Know who to call if a large group unexpectedly arrives. Law Enforcement. Always inform a manager if the police arrive. Allow police to immediately enter your establishment. Banquets and Parties Businesses that cater to banquets and large parties face unique challenges. Consider the wedding reception at which the bride is 20 years old and wants to have champagne on her wedding day, the retirement party with an open bar at which the guest of honor continues to celebrate past the point of good judgment, and the banquet in a large hotel where the guests can move into one of three different lounges, ordering drinks in each one. i Working with the Host. When the party is being booked, the host should be informed that your establishment complies with the law and will not serve beverage alcohol to minors or intoxicated individuals. The host also should be informed about your policies to slow beverage alcohol service to guests who begin to show signs of intoxication. Ask your manager how to work with the host if any problems arise during the event. Minors. Plan ahead if you know minors will be present. Carefully check IIDs and find out from your manager if the host told the minors that they would not be served beverage alcohol. Politely offer minors non - alcohol beverages. Consider using one kind of glass for minors and another for guests drinking beverage alcohol. Security. Remember that guests may be moving around, so counting drinks will be difficult. Concentrate on guests' behavioral changes. Be alert and prepared to respond to a minor who switches glasses with a friend or has been served a drink by a friend or family member. Communicate with your co-workers & managers, especially during shift changes. A guest's uncertainty or hesitation when answering any of these questions should make you suspicious. Have a pen and paper ready to ask the guest to sign his or her name. Compare that signature with the one on the ID. They should match. Using a Video Camera at the ID- Checking Station A video recording can help determine whether an individual entered your establishment and had his or her ID carefully checked. If your establishment has a video camera at the entrance, position yourself so the camera can record the face of the person presenting the ID, the ID being checked, and you checking the ID. A clock and a calendar should also fie at the entrance to establish the date and time. Refusing a Minor Service or Admission -�O When you must refuse beverage alcohol service or admission to a minor, always express regret and never sound judgmental or authoritative. Be firm, but do not embarrass the minor. Correct: "I'm sorry, but I can't let you in without a valid ID. That's our policy." Incorrect: "You haven't got an ID, kid? Forget it, you can't come in: Communicate your decision to refuse entrance or beverage alcohol service to a minor to co- workers. Other rules that your establishment may enforce are: A minor may not be allowed in the bar but can be served food and non - alcohol beverages in the restaurant. If a minor is in the restaurant with guests over 21, the minor can be served non- alcohol beverages and food. Observe the table to make sure other guests do not serve the minor beverage alcohol. If this occurs, contact a manager. If the guests continue to give the minor beverage alcohol, you will have to stop beverage alcohol service to the table. Serving Alcohol Responsibly Serving �1(Q Confiscating identification Follow your establishment's policies if you suspect someone has shown you a false, altered, or stolen ID. You should know and record your establishment's policies regarding the following: When you should confiscate an ID. Who has the authority to confiscate an ID. How to handle a person presenting a false ID. What to do with a confiscated ID. My establishment's policies for confiscating IDs are: When an ID is confiscated or a minor is turned over to the authorities, immediately fill out an incident report. Thoroughly record all details. (See Completing an Incident Report.) Adapt Your Skills to Your Establishment Lounges, banquet and party facilities, stadiums and arenas, hotels, and casinos face their own challenges for responsibly serving beverage alcohol. After learning the basic responsible beverage alcohol service skills in this chapter, apply them to your establishment's needs. Lounges Most guests come to lounges to enjoy the atmosphere and beverage alcohol. This often puts lounges in the spotlight for law enforcement. You and your co- workers must be especially careful to avoid serving beverage alcohol to minors and intoxicated individuals. PLACES OF ASSEMBLY 20 General Regulations and Guidelines • Place of Assembly Permit- Businesses with 50 or more persons gathered together for the purpose of food or drink consumption, social or religious functions, recreation or instruction are required to obtain an annual Fire Department Permit. The Permit shall include the occupant capacity of the room and be posted in a conspicuous place near the main exit from the room. Failure to comply with occupant capacity requirements shall be cause for revocation of the Place of Assembly Permit. Fire Code, Sections ( ) and ( ). • Overcrowdina- Admittance of persons beyond the approved and posted occupant capacity is prohibited. Business management is responsible for obtaining a continuous and accurate occupant tally. An Administrative Citation of $ ? ? ?.00 may be assessed per violation. Fire Code, Section ( ) and ( ) Municipal Code, Section ( ). • Exit Doors- Shall swing In the direction of the path of exit travel. Exit doors shall be openable from the inside without the use of a key or any special knowledge or effort. Exit doors shall not be locked, chained, bolted, barred, latched or otherwise rendered unusable. Exit doors shall not be provided with a latch or lock unless it is panic hardware. Exception: The main exit door, or one leaf of a pair of main exit doors, may be provided with a key - locking device, provided a readily visible sign is adjacent to the doorway stating "THIS DOOR MUST REMAIN UNLOCKED DURING BUSINESS HOURS ". Fire Code, Sections ( ) and ( ). • Exit Sians- Shall be readily visible from any direction of approach. Exit signs shall be internally or externally illuminated. In case of primary power loss, exit signs must remain illuminated for duration of not less than 1_ hours by being connected to batteries or emergency generator. Exception: Approved self - luminous signs that provide continuous illumination independent of an external power source. Fire Code, Sections ( ). Emergency Liahtina- Businesses with an occupant capacity of 100 or • more shall be provided with emergency lighting. Fire Code, Section, ( ), Building Code, Section ( ) 36 Means of Earess- Shall not be obstructed in any manner and shall remain free of any material or matter where its presence would obstruct or render the means of egress hazardous. Fire Code, Section 1203 • Decorative Materials - Drapes, curtains, hangings and other decorative materials shall be flame resistant. Fire Code, Section 1103.3.3 and California Code of Regulations, Title 19, Section 3.08 Candle and Other Open -Flame Decorative, Device Permit- Only approved candles and open -flame devices and an annual Fire Department Permit is required. Fire Code, Sections ( ) and 1109.8 • Fireworks. Pyrotechnics and Flame Special Effects- Are prohibited. Exception: A Fire Department Permit is required, a licensed pyrotechnician must conduct the display and a Fire Safety Officer must be present during the display. Fire Code, Sections 105 and 7801.3 Assertiveness Techniques Are you assertive? Do you know the difference between being assertive and being aggressive? Can you effectively enforce security rules? If you are effectively assertive, you can. If you are aggressive, you cannot. Is it possible to be assertive and keep our security customers happy at the same time? You bet it is! First, you must realize that there is a difference between assertion and aggression. Sure, they both fall under the heading of enforcement -but effective assertion is enforcement under confrot. In this section, we will look at effective assertion and consider: Why do we enforce security rules? What is your role in enforcing those rules? )A How do you use assertiveness skills and techniques to effectively enforce security rules? THE PURPOSE OF ENFORCING SECURITY RULES Let us start with basics: Why do we enforce security rules? Our customers establish security rules to protect their businesses and to guide the behavior of employees and others. This helps the workplace run smoothly, safely, and efficiently. Everyone expects there to be rules and everyone expects you to enforce them. Still, from time to time it will happen that some folks will forget this. Also, sometimes people just want to break the rules established by the customer. Why? Well, they might disagree with the rule, they might think the rule does not make sense, they may have had too much to drink, or they might just be in a bad mood! It all adds up to a challenge for you: How do you enforce security regulations and keep people happy at the same time? This is a mighty challenge. It is not easy to accomplish; yet if done right, everyone comes out a winner. YOUR ROLE IN ENFORCING SECURITY RULES In essence, your role in the enforcement of security regulations is actually very simple. You do what our customer asks you to do- nothing more, nothing less! So the first thing you have to know is the rule. You learn rules, regulations, and enforcement procedures from your general and post orders. So knowing what our customer expects and fulfilling that expectation is the number one consideration in the enforcement of security rules. Security must be enforced in such a fashion that there is no question as to your willingness to be assertive across the board -no exceptions. And, you have to be fair with everyone by being consistent. This means: - applying rules equally to everyone understanding what the rule means and applying it in the same way every time Here is the hard part: You as an MPP employee must enforce the rules in a manner that is pleasant, professional, and, most importantly, respectful of the individual. 0 When you follow these guidelines, no one should be offended when you have to enforce rules. On the other hand, if people feel like they have been challenged or singled out, they still might take offense to your assertiveness. Do not let that bother you. After all, it is your job to enforce security rules and regulations. SKILLS AND TECHNIQUES In learning the right and wrong ways of being assertive it is important that you understand four key elements of effective assertion. These are: 1. What Is Said - 2. How It Is Said - 3. What Distance It Is Said At And, 4. How Important is The Issue. WHAT IS SAID There are some basic protocols that every MPP employee should follow prior to speaking assertively: * Do not lose your temper when someone verbally challenges you. It is not you that they are upset with, it is the procedure you are enforcing. * Do not take sides during an argument between others. * Do not use unprofessional language. You will not be able to control the situation unless you first control your emotions and actions. Even in situations where one side obviously seems at fault, your job is to mediate and resolve, or enforce with assertion. This allows the job to get done with less friction and, in the long run, promotes better customer relations. HOW IT IS SAID When speaking assertively: p speak in a calm level tone -, and, never raise your voice any more than is absolutely necessary. Remember to never turn your back on angry individual. WHAT DISTANCE Studies have shown that the distance between individuals can directly affect their comfort levels. The enforcement of rules, the following guidelines are recommended for both the comfort and safety of the persons in an assertive interaction. Keep your hands above your waist and in front of you at all times. Never back an angry person into a comer. Avoid physical contact with an angry person whenever possible. Once you understand the basic rules for speaking assertively, you are o ready for assertion techniques. HOW IMPORTANT IS IT? Sometimes when we are challenged, our pride takes over and we get defensive. That is when it is time to ask yourself, "Just how important is this issue ?" If someone gives you back talk, are you more interested in responding to that than effectively enforcing the rule or procedure? The message here is to keep everything in perspective. Solve the problem; do not become part of it! While each customer to whom we provide service will have different policies and procedures, there is one area upon which most of them agree - methods of enforcement To effectively enforce security, security providers must know their limits. This implies that you have a firm knowledge not only of the site rules but of the limits to your authority, especially the legal limits to your authority. Then, you must be fair and consistent. 9 _ There are several techniques that are particularly effective in enforcing rules in the security business: STATE THE SECURITY RULE Although you know the rule, it is possible that the other person does not. Give him or her the benefit of the doubt. Re -state the rule. Example - 'Excuse me Mr. Murray (use a name when possible), company identification must be shown to enter this area:' or you must have a current and valid ID to drink. Of course, sometimes this is not enough, which leads us to the next technique. STATE THE REASON FOR THE RULE Yes, even after they are reminded of the rule, some folks still might want to break it. Why? Because they think the rule does not make sense. So, go one step further and explain the reason behind the rule. For example, you might say: "Proper identification must be shown so we can ensure that only Qauthorized personnel enter the area:' If you do not know the reason, say so-but find out the rationale so you can explain it next time. IT'S MY JOB Finally, if after stating and explaining the rule the other person still is being difficult, tell him or her that it is your job to enforce security rules! By employing this final assertive technique, you shift the focus from you to the rule. Consider the following interchange- The person says, "What's your problem, it's no big deal:' Your response should be: "It's my job to enforce this regulation. I am doing my job:' It is hard to argue with that. Everyone has a job to do. ONE LAST THING ... Assertiveness techniques will not always work. If you still have trouble after using the techniques cited here, be assertive and make that call to your supervisor or contact your manager. X13 VALET PARKING Effective parking operations are vital to the clubs success since their is limited parking with a high demand The following are the issues that Fury Lounge may face in regards to the parking. 1. Extrememly high traffic flow 2. Only two lanes to exit the club 3. A rowdy inpatient crowd at the closing of the club, all guest want to leave at once 4. A need for increased security in the parking lot to prevent: Stolen property, stolen cars, fighting 5. Traffic at times can get backed up into the street 6. Self parking still occuring at the hotel and post office The folowing are ( ) Valets solutions to the problems we face 1. Valet must have the proper staffing to keep traffic moving and park cars effieciently Two valet key stations wil be set up to increase efficiency... one near the loading dock and one near the hotel On busy nights a valet attendent will be supplied whose sole purpose is to keep the lanes open for high traffic A security guard may be provided at the entrance at 9 pm to guide traffic into both valet lanes evenly and tell the drivers "Valet only, ( ) dollars" All guests must know that once they enter the valet lot they must valet park their car 2. Both lanes will be kept open for exiting cars with a joint effort between security and valet by keeping the crowd behind the chains until) they enter their vehicles to exit The guest that have entered their cars and are ready for departure must be advised to leave the lot immediately by security and valet. Departing vehicles will be pulled all the way foward to leave more room for additional cars behind If we use both lanes efficienity we will be able to handle the volume of cars with little difficulty. # 3. Effective valet crowd control tactics must be used when the club closes The following things would assist the valet in expediting a smooth departure of the cars: We must stretch the time period in which the guests desire to leave in their cars. For example if we can make the time period for the leaving rush increase by luring some guests to leave as early as 1:30 we will gain an additional 15 mintutes to deliver the vehicles. Having a half an hour to deliver X- AMOUNT + cars versus 15 mintues will provide twice the effiency and half the problems. I have the following solutions ta, this issue. Close the top level early and work your way down closing levels in hopes that some of the guests will leave earlier than others. Allow guest to "mingle" near the entrance for a few minutes when closing out the club. Those who are in a hurry to leave will rush right over to the valet and will be out of our hair first. Those who are more easy going will socialize for a few minutes before asking to have their car pulled up. This will increase the time span for pulling up cars as well. We will Move the valet stand further back away form the rowdy crowd for secuirty purposes. A valet attendent will be assigned to work the key board and hand our keys for impatient people who want to get their own car. If possible a security guard would help near the key board to ensure our safety with aggressive drunk guests. The white chains should be guarded` by security and as many guests as possible should be guided to stay behind the chains and out of departing traffic. Those guests who become impatient should be directed towards the key board and their keys will be handed to them as long as their car isn't in the hotel lot at which time they will just have to wait. The hotel wants only valets to be out near the hotel. 4. Security can do walk arounds throughout the night in the club and lot 5. A valet attendent will be suppplied on busy nights whose sole purpose is to move cars foward to clear the lanes for arriving cars The security guard who is working the front valet driveway should �a� guide cars into both lanes evenly alternating 3 cars to the right and three cars to the left etc. 6. Both valet and security must monitor the lot to inform all guests who are parking in the hotel that they will be towed and they should turn around and procede to the valet entrance. Valet will cone of the post office lot to prevent people form parking in there. Fury Lounge Valet thanks MPP Security for their help. State of California Department of Alcoholic Beverage Control EVERY 15 MINUTES PROGRAM Introduction The mission of the Department of Alcoholic Beverage Control is to administer the provisions of the Alcoholic Beverage Control Act in a manner that fosters and protects the health, safety, welfare and economic well being of the people of the State. The Every 15 Minutes Program is a two -day program focusing on high school juniors and seniors, which challenges them to think about drinking, driving, personal safety, and the responsibility of making mature decisions and the impact their decisions have on family, friends, and many others. This first -of- its -kind prevention and education program was developed by the Chico Police Department in 1995 through an ABC Grant Assistance to Law Enforcement (GALE) grant. In 1996, the Chico Police Department was fittingly awarded the Excellence In Community Policing Award by the National League of Cities for its efforts. The program's name was derived from the fact that in the early 1990's, every fifteen minutes someone in the United States died in an alcohol- related traffic collision. However, with the implementation of new laws, grass roots organizations like Mothers Against Drunk Driving and Students Against Drunk Driving and programs such as these, the death rate is now one every thirty minutes, a figure which continues to be unacceptable. Goals and Objectives: The program brings together a broad coalition of ® interested local agencies with the goal of reducing alcohol - related traffic fatalities among youth. The partnering of law enforcement, the Day Department of Alcoholic Beverage Control, California Highway Patrol, local hospitals, emergency medical responders, schools, businesses, and service clubs validates the importance of working together to ensure a healthy community. The result of eight to ten months of careful planning is this two -day program called Every 15 Minutes. Prior to the actual event, approximately 25 students, representing a cross section of the school, are selected. Waivers are reviewed and signed by students and their parents. We strongly encourage you to require 100% participation by both students and their parents. Program Components Day One: One student is removed from class every fifteen minutes and becomes one of the "living dead:' A uniformed officer and a counselor enter the classroom and read each student's obituary to those remaining in class. The obituary is posted in the classroom for the remainder of the school year. Simultaneously, the parents of each living dead student are given their child's death notification by a uniformed officer and /or a chaplain. Although the death notifications are simulated and everyone knows this, the notifications typically result in overwhelming displays of emotion and concern. Throughout the day, members of the living dead place their tombstone in a temporary cemetery on the school campus so friends and classmates can mourn their loss. A simulated drunk driving collision involving pre- selected high school students is staged on school grounds for the benefit of the entire student body. It begins with a pre- recorded 911 call that triggers an emergency response by law enforcement, firefighters, paramedics, and the coroner. Each agency uses the drill as a training exercise which simulates real life responses. Paramedics treat one student for minor injuries. A second critically injured student is trapped inside a vehicle and must be rescued by firefighters using the Jaws of Life. A third student is declared dead and removed by the coroner. The fourth student, designated as the drunk driver, is given a field sobriety test and is arrested for driving under the influence. After the collision, the drama continues for the students involved in the crash. Officers book the drunk driver into jail. After booking is completed, the drunk driver must call a parent or guardian to explain what he or she has done. Emergency medical responders transport the critically injured ®` patient to a local trauma center where doctors simulate attempts to save his or her life. Unable to do so, the doctor on duty has the grave task of h11 notifying the student's parents of their child's untimely death. Organ procurement team members discuss the option of organ donation with the parents of the deceased child. Meanwhile, the student who died on- scene is taken to the morgue, weighed and measured, and placed in a body bag until a family member can identify the body. At the end of the day, law enforcement chaperones take the living dead to an overnight retreat. Once the students become members of the living dead, there is no contact with family or friends. At the retreat, the students participate in team building activities and learn first hand from people who have been involved in or affected by a drunk driving collision. The evening ends as the students write letters to their loved ones, expressing the thoughts they would convey if they had not been killed on that particular day. Day Two: The living dead students return to school to attend a student body assembly. The living dead students are seated in the front of the auditorium, opposite their parents. Members of the community who were involved in planning the event sit in a semi - circle behind the living dead. During the assembly, everyone in the auditorium watches a video of the previous day's events. After the video, several of the living dead students read excerpts from the letters they wrote the night before. They share with their friends and classmates what it felt like to die without having the chance to say good -bye. Other members from the community, like trauma doctors, law enforcement officers, and emergency responders, explain how they are personally affected on a daily basis when someone makes a poor choice involving alcohol. The assembly concludes with a call to action challenging everyone in the auditorium to make responsible choices when alcohol is involved. After 24 hours on an "emotional roller coaster," parents and living dead students are reunited. Parents and teens are typically overwhelmed with emotion and gain a new sense of love and commitment to one another to make the right choice. After the assembly, everyone gathers at a reception hosted by and for the participants. The program helps the students see members of their community in a different light. They are no longer just cops, doctors, paramedics, or firefighters, but also friends, mentors, and human beings who care about the kids in their community. The two -day Every 15 Minutes Program is very dramatic and emotional, and purposely so. Teenagers are constantly reminded about the dangers of drinking and driving. They know the intellectual statistics. However, many 0 teens share the belief it will never happen to them. Results and impact This powerful program is designed to create an awareness among students that they are not invincible. This program helps open the emotional doors, and it addresses a problem most teens do not know exist. They experience first hand how their actions affect the lives of so many other people. Funding The Department of ABC is providing matching grants to agencies and organizations interested in presenting an Every 15 Minutes program. - ABC Supervising Investigator Cindy Kane, at (562)- 402 -1529, or the Northern Division Coordinator, ABC Supervising Investigator Katie tenihan, at (916)- 263 -6194. introduction When a beverage alcohol - related incident occurs, you may have to make decisions during difficult circumstances. It is important that you know your establishment's policies on handling verbal abuse and violence and preventing an intoxicated guest from driving away from your establishment. You also should know when to select alternate transportation and how to complete an incident report. Handling Difficult Situations Intervention is the process of discontinuing beverage alcohol service to guests in the red level. Follow your establishment's policies and involve your manager as required when carefully making the important decisions described below. 1. Who Decides to Intervene? You may be the first to notice that a guest is intoxicated. When deciding if a guest is intoxicated, it is a good idea to ask a coworker for a second opinion. 2. Who Intervenes? Some establishments allow a server to handle this task while others require that a manager handle it. The person who intervenes should have a 3a� backup in case the guest becomes verbally or physically abusive. If you have the authority to discontinue beverage alcohol service, always keep your manager informed of your decision and action. Beverage alcohol service to a guest should never be stopped without a manager being aware of the situation. 3. How Should the Intervention Be Handled? Wait until the guest orders before refusing beverage alcohol service. If a guest has a drink and is content, the best practice is to wait. Do not antagonize the guest by announcing that'This is your last drink for tonight' Politeness is good service and a way to avoid upsetting the guest. Alert a backup. Have an experienced staff member's support if you decide to discontinue beverage alcohol service: The backup employee should stand near, but not approach, the guest. Being confronted by two or more people can intimidate a guest. If possible, isolate the guest from other guests to avoid embarrassing him or her, but make sure help is near. The pretense of a telephone call is a good Q ' way to separate a guest from his or her party. In some cases, it may be better for you to speak with the guest near an entrance, where help from the door staff is available and where the guest can easily be removed from the establishment if trouble occurs. If the guest refuses to leave the table, discreetly inform the guest that you will no longer serve him or her beverage alcohol. Tactfully lead into the message. Practice interventions, such as "Good evening, sir. My name is Pat. Are you enjoying yourself this evening ?" Then continue, "I'm sorry, but our policy doesn't allow me to serve you more beverage alcohol. May I bring you a non - alcohol beverage or some appetizers ?" Avoid being judgmental. Avoid criticizing or condemning the guest for drinking too much. Never accuse the guest of being drunk. Expressing concern is a good way to achieve empathy with a guest. He or she may feel understood and that you really care about his or her welfare and t safety. 330 Enlist help. If there are other people at the table, ask them to help their friend by not serving him or her beverage alcohol. For this approach, try to identify the most responsible person at the table. Be firm. Do not change your mind about discontinuing beverage alcohol service. This can allow the guest an opportunity to bargain for'just one more" Rely on your manager for support. Be patient and remain calm. Simply and clearly.repeat the decision to discontinue beverage alcohol service to the guest as often as necessary. Handling Beverage Alcohol - Related Verbal Abuse and Violence In most states, the law requires an establishment to make a reasonable effort to anticipate problems and protect guests and employees from injury. If an intoxicated guest becomes verbally abusive or hostile, get a manager. However, if fighting or violence seems likely or occurs, immediately take the following steps: a 1. Call the police. Do not assume that the situation will resolve itself- act to protect your guests, your co- workers, and yourself. 2. Try to separate the intoxicated guest from other guests. 3. Speak firmly and calmly. Repeat yourself as often as necessary to make the guest understand you. 4. Negotiate with a guest who is in the late stages of the yellow level or in the red level not to leave the establishment and to calmly wait for the police to arrive. Caution: Never touch or try to physically restrain an intoxicated guest. Ensuring Automobile Safety for Your Guests Establishments often provide alternate transportation, a designated driver program, and procedures to prevent an intoxicated guest from getting behind the wheel. Carefully follow your establishment's policies. Preventing an Intoxicated Guest from Driving 1. Select Alternate Transportation. Decide which alternate transportation is most appropriate- whether that is calling a cab or a member of the guest's family -and insist on it. 2. Convince the Guest Not to Drive. Convince the guest that you are concerned about his or her welfare and safety. If the parking valet has the guest's car keys, he or she should keep them from the guest. If the guest will give you the car keys, take them, tag them, and lock them away. • If the guest will not give you the car keys and insists on driving, warn the guest that you will call the police if he or she drives away. • If the guest drives away, do not attempt to use physical force to stop him or her. Call the police and give them a description of the guest and the guest's car, including its make, model, color, and license plate number. If a guest is difficult and demands his or her car keys, call the police and give the keys to them when they arrive. Alternate Transportation When you send a guest home using alternate transportation, secure the guest's car. Have the guest take his or her personal belongings. Be sure the guest is appropriately dressed for the weather since alcohol causes the body to lose heat. If the guest takes a cab, return the guest's car keys as he or she gets into the cab. It If the intoxicated guest is with a sober spouse or friend, the sober person may be able to drive the intoxicated guest home. If the guest is alone, at- tempt to telephone a friend or relative. Note: Be sure to offer alternate transportation to other guests who, for reasons other than drinking, feel that they cannot safely drive. Offering this service to everyone helps remove the stigma of needing a ride. Designated Driver Program A designated driver program can help encourage the driver of a group of guests to remain sober. In this type of program, one person is the designated driver who promises not to consume any beverage alcohol. As an incentive for not drinking beverage alcohol, some establishments offer designated drivers free nonalcoholic beverages or food. Some establishments also give the designated driver a coupon for a complimentary alcohol beverage the next time he or she is in and is not a designated driver. A designated driver program can be an effective part of responsible beverage alcohol service, but it must be carefully planned and executed. Be sure to do the following: Identify Each Designated Driver. When a group arrives, record the designated driver's name in a log. A record of designated drivers documents your actions. Make Your Policies Clear. Be sure the driver understands that to receive complimentary non - alcohol beverages he or she cannot consume any beverage alcohol. Make it clear that he or she will receive a tab for previously free drinks if the driver reneges on the agreement. Some establishments will not serve beverage alcohol to a designated driver who no longer wishes to uphold his or her part of the agreement. Keep Each Shift of Servers Informed. Always know who at the table or bar is not drinking beverage alcohol. Some establishments have special buttons, cards, arm bands, or badges for the designated driver. If a guest refuses a highly obvious designation, such as a badge, find an alternative the guest will accept. 0 Keep the Whole Group Sober. Do not allow other members of the group to become intoxicated -the program should not enable other guests to drink too much. Completing an Incident Report It is important to use an incident report to document your efforts of responsible beverage alcohol service. The incident report documents the facts of an incident and explains why certain actions were taken. Writing the Report Write the report immediately after an incident occurs, while events and persons are clear in your mind. Do not wait until the end of a shift or the next day. Always include basic information, such as the date, time, server on duty, server's station, and manager on duty. Detail as much information as possible about the incident. Include the names of guests and employees who witnessed the incident and physical descriptions of all intoxicated guests involved. The following incidents always should be documented: When Beverage Alcohol Service Is Refused. Explain in detail the guest's behavior and why beverage alcohol service was refused. Typically, this incident occurs when a guest shows signs of intoxication. 9A When Transportation is Arranged. Note the type of transportation arranged and why you decided to use alternate transportation. Note that the guest took all of his or her personal belongings. When a Minor Presents a False ID. Note whether the ID was confiscated and whether it was given to the police. State if the minor was denied admission into your establishment and that beverage alcohol service was refused. Also, record if the police were notified to handle the situation. When Police or Regulatory Agents Are Called or Visit Your Establishment. Note the reason for the call or visit and completely describe the incident. Record who spoke with the police officer or regulatory agent, what information was provided, and the next step in the investigation process. Always call the police when violence occurs and when an intoxicated person drives away from your establishment. When a Guest Has a Beverage Alcohol - Related Accident or Becomes Ill. Record the nature of the accident or illness and the guest's symptoms. Include the aid you provided, what medical service you called, when you made the call, when the service arrived, and what treatment they Q provided. Assertiveness Techniques Are you assertive? Do you know the difference between being assertive and being aggressive? Can you effectively enforce security rules? If you are effectively assertive, you can. If you are aggressive, you cannot. Is it possible to be assertive and keep our security customers happy at the same time? You bet it isl First, you must realize that there is a difference between assertion and aggression. Sure, they both fall under the heading of enforcement -but effective assertion is enforcement under control. In this chapter, we will look at effective assertion and consider: Why do we enforce security rules? What is your role in enforcing those rules? (35 How do you use assertiveness skills and techniques to effectively enforce security rules? THE PURPOSE OF ENFORCING SECURITY RULES Let us start with basics: Why do we enforce security rules? Our customers establish security rules to protect their businesses and to guide the behavior of employees and others. This helps the workplace run smoothly, safely, and efficiently. Everyone expects there to be rules and everyone expects you to enforce them. Still, from time to time it will happen that some folks will forget this. Also, sometimes people just want to break the rules established by the customer. Why? Well, they might disagree with the rule, they might think the rule does not make sense, they may have had too much to drink, or they might just be in a bad mood! It all adds up to a challenge for you: How do you enforce security regulations and keep people happy at the same time? This is a mighty challenge. It is not easy to accomplish; yet if done right, everyone comes out a winner. YOUR ROLE IN ENFORCING SECURITY RULES 0=: In essence, your role in the enforcement of security regulations is actually very simple. You do what our customer asks you to do- nothing more, nothing less! So the first thing you have to know is the rule. You learn rules, regulations, and enforcement procedures from your general and post orders. So knowing what our customer expects and fulfilling that expectation is the number one consideration in the enforcement of security rules. Security must be enforced in such a fashion that there is no question as to your willingness to be assertive across the board -no exceptions. And, you have to be fair with everyone by being consistent. This means: - applying rules equally to everyone understanding what the rule means and applying it in the same way every time Here is the hard part: You as an MPP employee must enforce the rules in a manner that is pleasant, professional, and, most importantly, respectful of the individual. �3p When you follow these guidelines, no one should be offended when you have to enforce rules. On the other hand, if people feel like they have been challenged or singled out, they still might take offense to your assertiveness. Do not let that bother you. After all, it is your job to enforce security rules and regulations. SKILLS AND TECHNIQUES In learning the right and wrong ways of being assertive it is important that you understand four key elements of effective assertion. These are: 1. What Is Said; 2. How It Is Said -, 3. What Distance It Is Said At And, 4. How Important Is The Issue. WHAT IS SAID There are some basic protocols that every MPP employee should follow prior to speaking assertively: * Do not lose your temper when someone verbally challenges you. It is not you that they are upset with it is the procedure you are enforcing. * Do not take sides during an argument between others. * Do not use unprofessional language. You will not be able to control the situation unless you first control your emotions and actions. Even in situations where one side obviously seems at fault, your job is to mediate and resolve, or enforce with assertion. This allows the job to get done with less friction and, in the long run, promotes better customer relations. ® HOW IT IS SAID When speaking assertively: 0 Speak in a calm level tone -, and, never raise your voice any more than is absolutely necessary. Remember to never turn your back on angry individual. WHAT DISTANCE Studies have shown that the distance between individuals can directly affect their comfort levels. The enforcement of rules, the following guidelines are recommended for both the comfort and safety of the persons in an assertive interaction. Keep your hands above your waist and in front of you at all times. Never back an angry person into a comer. Avoid physical contact with an angry person whenever possible. Once you understand the basic rules for speaking assertively, you are ready for assertion techniques. HOW IMPORTANT IS IT? Sometimes when we are challenged, our pride takes over and we get defensive. That is when it is time to ask yourself, "Just how important is this issue ?" If someone gives you back talk, are you more interested in responding to that than effectively enforcing the rule or procedure? The message here is to keep everything in perspective. Solve the problem; do not become part of it! While each customer to whom we provide service will have different policies and procedures, there is one area upon which most of Them agree- methods of enforcement To effectively enforce security, security providers must know their limits. This implies that you have a firm knowledge not only of the site rules but of the limits to your authority, especially the legal limits to your authority. 4D Then, you must be fair and consistent. 10 There are several techniques that are particularly effective in enforcing rules in the security business: STATE THE SECURITY RULE Although you know the rule, it is possible that the other person does not. Give him or her the benefit of the doubt. Re -state the rule. Example- 'Excuse me Mr. Murray (use a name when possible), company identification must be shown to enter this area:' or you must have a current and valid ID to drink. Of course, sometimes this is not enough, which leads us to the next technique. STATE THE REASON FOR THE RULE Yes, even after they are reminded of the rule, some folks still might want to break it. Why? Because they think the rule does not make sense. So, go one step further and explain the reason behind the rule. For example, you might say: "Proper identification must be shown so we can ensure that only authorized personnel enter the area:' If you do not know the reason, say so -but find out the rationale so you can explain it next time. ITS MY JOB Finally, if after stating and explaining the rule the other person still is being difficult, tell him or her that it is your job to enforce security rulesl By employing this final assertive technique, you shift the focus from you to the rule. Consider the following interchange- The person says, "What's your problem, it's no big deal:' Your response should be: "It's my job to enforce this regulation. I am doing my job:' It is hard to argue with that. Everyone has a job to do. ONE LAST THING ... Assertiveness techniques will not always work. If you still have trouble after using the techniques cited here, be assertive and make that call to your supervisor or contact your manager. . Alert a backup. Have an experienced staff member's support if you decide to discontinue beverage alcohol service. The backup employee bl), should stand near, but not approach, the guest. Being confronted by two or more people can intimidate a guest. If possible, isolate the guest from other guests to avoid embarrassing him or her, but make sure help is near. The pretense of a telephone call is a good way to separate a guest from his or her party. In some cases, it may be better for you to speak with the guest near an entrance, where help from the door staff is available and where the guest can easily be removed from the establishment if trouble occurs. If the guest refuses to leave the table, discreetly inform the guest that you will no longer serve him or her beverage alcohol. Tactfully lead into the message. Practice interventions, such as "Good evening, sir. My name is Pat. Are you enjoying yourself this evening ?" Then continue, "I'm sorry, but our policy doesn't allow me to serve you more beverage alcohol. May I bring you a non - alcohol beverage or some appetizers ?" Avoid being judgmental. Avoid criticizing or condemning the guest for drinking too much. Never accuse the guest of being drunk. Expressing concern is a good way to achieve empathy with a guest. He or she may feel understood and that you really care about his or her welfare and safety. Enlist help. If there are other people at the table, ask them to help their friend by not serving him or her beverage alcohol. For this approach, try to identify the most responsible person at the table. Be firm. Do not change your mind about discontinuing beverage alcohol service. This can allow the guest an opportunity to bargain for'Just one more" Rely on your manager for support. Be patient and remain calm. Simply and clearly repeat the decision to discontinue beverage alcohol service to the guest as often as necessary. Handling Beverage Alcohol - Related Verbal Abuse and Violence In most states, the law requires an establishment to make a reasonable effort to anticipate problems and protect guests and employees from injury. ��O If an intoxicated guest becomes verbally abusive or hostile, get a manager. However, if fighting or violence seems likely or occurs, immediately take the following steps: 1. Call the police. Do not assume that the situation will resolve itself- act to protect your guests, your co- workers, and yourself. 2. Try to separate the intoxicated guest from other guests. 3. Speak firmly and calmly. Repeat yourself as often as necessary to make the guest understand you. 4. Negotiate with a guest who is in the late stages of the yellow level or in the red level not to leave the establishment and to calmly wait for the police to arrive. Caution: Never touch or try to physically restrain an intoxicated guest. Ensuring Automobile Safety for Your Guests Establishments often provide alternate transportation, a designated driver program, and procedures to prevent an intoxicated guest from getting behind the wheel. Carefully follow your establishment's policies. Preventing an Intoxicated Guest from Driving 1. Select Alternate Transportation. Decide which alternate transportation is most appropriate- whether that is calling a cab or a member of the guest's family -and insist on it. 2. Convince the Guest Not to Drive. Convince the guest that you are concerned about his or her welfare and safety. If the parking valet has the guest's car keys, he or she should keep them from the guest. �A\ If the guest will give you the car keys, take them, tag them, and lock them away. • If the guest will not give you the car keys and insists on driving, warn the guest that you will call the police if he or she drives away. • If the guest drives away, do not attempt to use physical force to stop him or her. Call the police and give them a description of the guest and the guest's car, including its make, model, color, and license plate number. If a guest is difficult and demands his or her car keys, call the police and give the keys to them when they arrive. Alternate Transportation When you send a guest home using alternate transportation, secure the guest's car. Have the guest take his or her person belongings. Be sure the guest is appropriately dressed for the weather since alcohol causes the body to lose heat. If the guest takes a cab, return the guest's car keys as he or she gets into the cab. If the intoxicated guest is with a sober spouse or friend, the sober person may be able to drive the intoxicated guest home. If the guest is alone, at- tempt to telephone a friend or relative. Note: Be sure to offer alternate transportation to other guests who, for reasons other than drinking, feel that they cannot safely drive. Offering this service to everyone helps remove the stigma of needing a ride. Designated Driver Program A designated driver program can help encourage the driver of a group of guests to remain sober. In this type of program, one person is the designated driver who promises not to consume any beverage alcohol. As an incentive for not drinking beverage alcohol, some establishments offer designated drivers free nonalcohol beverages or food. Some Sad, establishments also give the designated driver a coupon for a complimentary alcohol beverage the next time he or she is in and is not a designated driver. A designated driver program can be an effective part of responsible beverage alcohol service, but it must be carefully planned and executed. Be sure to do the following: Identify Each Designated Driver. When a group arrives, record the designated driver's name in a log. A record of designated drivers documents your actions. Make Your Policies Clear. Be sure the driver understands that to receive complimentary non - alcohol beverages he or she cannot consume any beverage alcohol. Make it clear that he or she will receive a tab for previously free drinks if the driver reneges on the agreement. Some establishments will not serve beverage alcohol to a designated driver who no longer wishes to uphold his or her part of the agreement. Keep Each Shift of Servers Informed. Always know who at the table or bar is not drinking beverage alcohol. Some establishments have special i buttons, cards, arm bands, or badges for the designated driver. If a guest refuses a highly obvious designation, such as a badge, find an alternative the guest will accept. Keep the Whole Group Sober. Do not allow other members of the group to become intoxicated -the program should not enable other guests to drink too much. Completing an Incident Report It is important to use an incident report to document your efforts of responsible beverage alcohol service. The incident report documents the facts of an incident and explains why certain actions were taken. Writing the Report Write the report immediately after an incident occurs, while events and persons are clear in your mind. Do not wait until the end of a shift or the next day. Always include basic information, such as the date, time, server on duty, server's station, and manager on duty. Detail as much information as possible about the incident. Include the names of guests and employees who witnessed the incident and physical descriptions of all intoxicated guests involved. The following incidents always should be documented: When Beverage Alcohol Service Is Refused. Explain in detail the guest's behavior and why beverage alcohol service was refused. Typically, this incident occurs when a guest shows signs of intoxication. r6 A W When Transportation Is Arranged. Note the type of transportation arranged and why you decided to use alternate transportation. Note that the guest took all of his or her personal belongings. When a Minor Presents a False ID. Note whether the ID was confiscated and whether it was given to the police. State if the minor was denied admission into your establishment and that beverage alcohol service was refused. Also, record if the police were notified to handle the situation. When Police or Regulatory Agents Are Called or Visit Your Establishment. Note the reason for the call or visit and completely describe the incident. Record who spoke with the police officer or regulatory agent, what information was provided, and the next step in the investigation process. Always call the police when violence occurs and when an intoxicated person drives away from your establishment. When a Guest Has a Beverage Alcohol - Related Accident or Becomes III. Record the nature of the accident or illness and the guest's symptoms. Include the aid you provided, what medical service you called, when you made the call, when the service arrived, and what treatment they Q_ provided. OBSERVE, REPORT AND FOLLOW -UP BACK TO BASICS FAMILIAR WORDS How often have you heard the words, observe, report, and follow -up? If you are a MPP Security provider they should be very familiar. You should, in fact, recognize them as the basic duties of your profession. Whatever your assignment you should be prepared to. • Observe The Scene Around You For The Unusual, The Criminal, Or The Hazardous; • Report What Is Seen To Your Supervisor Or To Proper Authority -, And, • Follow -Up To Ensure That Corrective Has Been Taken When It Is Required. ��5 in this section of your MPP manual we will look at these duties and how you may more efficiently carry them out through the application of a little time, a little a little magic. OBSERVE The powers of observation and perception are basic to security patrol. Few persons possess these powers naturally. In fact, as can be seen in eyewitness accounts of incidents, untrained observers invariably give wildly conflicting descriptions of the same occurrence. As a security provider you must be able to observe and perceive accurately, and you can train yourself to do so. As a basic technique for improving observation skills use common objects. For example, while on patrol or duty you pass a store window, try to: count the objects that were in the window; describe the objects; and, place them in relation to each other. When you pass the window again, check your score. At first you will be surprised how inaccurate your powers of observation are; but they will Q quickly improve. Continue this exercise until you have mastered it and then move on to more difficult observations, such as: • Automobile License Plates • Descriptions Of People • Items Listed On A Detailed Sign • The Number Of Chairs In An Outdoor Restaurant The observation skills you develop will serve you well in the more critical situations in which you may become involved. These skills become a part of you No matter how serious, or how intense, the matter at hand, accurate detail will come back to you because of your developed skills of observation. REPORT No matter how well developed your powers of observation, you cannot write an accurate report from memory alone. It is imperative that you take notes that can be later translated into a formal report. Every security provider should carry a notebook and a writing instrument. Notes should be written so that they: • Are Clear To You • In Date -Time Order • Indicate Dates And Times Of Occurrences IF WELL WRITTEN YOUR NOTES: • Offer An Immediate Record Of Events • Aid Memory For Formal Report Writing • Can Be Used To Counter Changes In A Witness' Account • Provide An Overall Picture Of The Event • Aid In Possible Court Testimony THE NOTES YOU HAVE TAKEN WILL ENABLE YOU TO: Give oral reports to an immediate supervisor or to law enforcement. Draft written reports that may be read and understood by persons with whom you have no direct contact. EVERY GOOD REPORT HAS COMMON ELEMENTS. • Factual In Content And Without Personal Opinion Cf'' • Clear And Easily Understood By The Reader • Legible, Type Written, If Possible, And Checked For Spelling Errors • Concise, And To The Point While Not Sacrificing Important Detail • Complete In Its Composition So That Information Does Not Have To Be Added Later (Information Added At A Later Time Can Lead To Speculation That You Are Trying To Support Personal Opinion, Or Were Not Thorough In The Initial Preparation Of The Report) • Accurate As To What Actually Occurred (Conclusions Are To Be Drawn By Investigators, Not In The Report) Timely Written, Dated, And Forwarded As Soon As Completed. Every report you submit reflects on you, MPP Bodyguards & Security, and every other security professional. A report submitted to a customer or to a police agency that contains misspellings, incorrect dates, or Is sloppy in appearance is immediately suspect and its possible value downgraded. A poorly written report submitted could result in: • Corrective Actions Not Taken • The Full Picture Not Known • Hazardous Conditions Not Corrected F �' • Perpetrators Of A Crime Not Apprehended • Confusion On Every Ones Part Finally, inaccurate and poorly written reports can lead to the loss of a client, your employment, and the employment of your peers. FOLLOW UP You have used your observation skills, taken accurate notes, and written a thorough report. Have you completed your responsibilities? What else does your professionalism demand that you do? Quite simply, follow -up to see that your report has been acted upon. This can be done by- asking your supervisor if the report has been forwarded to the customer or to proper authority checking to see that a dangerous condition has been corrected. Is your follow -up now complete? No! • important incidents must be reviewed and details committed to memory • your notes must be kept in a safe, readily accessible place • you must be prepared to offer testimony in a legal proceeding or to present an oral report to the customer IN CONCLUSION Persons new to security assignments are routinely assigned to veteran security providers for their first days of employment. Invariably they are amazed at the powers of observation and retention displayed by the veteran. As if by magic he or she can remember details, places, and faces. The veteran consistently • Takes Accurate Notes • Includes Every Important Point • Writes Complete, Clear Reports • Remembers To Check That Conditions Have Been Corrected • There is no magic. It is simply a matter of practice and experience. Follow the methods outlined and you can do it, if you apply yourself to the exercise of your own magic powers of memory. 0 ° DOCUMENTED TRAINING Each step in this training program is designed to improve learning and to establish a permanent record of results. The program consists of: 1. This Training Key is your personal study guide which outlines the topic and provides space for you to take notes. This Training Key is yours to keep for future reference. 2. Training is conducted by a member of your company who has been appointed as a Training Administrator (T.A.) and is authorized to conduct MPP Security training. 3. After previewing a special video tape you will complete a written test. Tests are reviewed by the T.A. and kept on file by your employer. 4. Upon satisfactory completion of testing the T.A. will present you with a Training Achievement Card which may be carried in your billfold as proof of your training experience. Students receive a new Achievement Card each time they complete a different MPP Security training program. 5. COMPUTER ENROLLMENT & LIFETIME TRAINING RECORD. As a private school, MPP Security Ltd. will computerize your mining records and verify your training experience to assist you with a security background clearance, job change or a promotion. DEFINITIONS FORCE: Webster's Dictionary: "Physical power or strength exerted against a person or thing." OFFENSIVE FORCE: Any type or amount of force used by a person to physically assault another. The first person to use force is on the offensive. The use of offensive force, to a_ydegree, is a criminal act. EXCESSIVE FORCE: Any degree of force used against another AFTER they have surrendered or pose no physical threat. %A" DEFENSIVE FORCE: Reasonable force used to defend a person offer they have been physically assaulted. The only lawful use of force. ASSAULT: The movement toward a person with the intentions and ability to cause injury. California Penal Code Section 240: "An unlawful attempt, coupled with the present ability, to commit a violent injury upon the person of another." BATTERY: All physical contact made following,, and as a result of an assault, California Penal Code Section 242: "Any willful and unlawful use of force or violence upon the person of another." ASSAULT WITH A DEADLY WEAPON: California Penal Code Section 245: "Any person who commits an assault upon the person of another with a deadly weapon or instrument or by any means of force likely to produce great bodily injury ... (is guilty of a felony):' DECISIONS TO USE FORCE All of our lives we have been conditioned by movies and television. With the intentions of "entertaining" us, the movie industry has conditioned us to believe many things that are not true or accurate. This is especially true regarding the general understanding of the use of force against other people. The attitudes and actions of the people who use force in motion pictures and television have a great influence on how many people believe they may act if they are confronted by a criminal or a dangerous threat. People who do not understand the lawful basis for decisions regarding the use of force, often react with an emotional response and /or by what they have been "taught" by the movies. There is no amount of "movie magic" that can change the lawful responsibilities associated with a mis -use of force. Decisions to use force MUST be based on LAW and not emotions or examples from movies. Over the years the explosive growth of crime in America is causing the public to place more demands for greater skills, legal knowledge and decisions from today's security officers. The expanding services provided by private security firms make security officers more visible than ever in highly populated locations. Increasing involvement with people causes greater responsibilities for security officers to have a clear understanding of laws that pertain to the use of force. Although security officers are mainly responsible to Observe and Report they must be prepared to respond to 3co m assaultive people. Therefore, it is critical that decisions to use force have a lawful basis and are not strictly an emotional reaction- The use of force is a personal responsibility that makes each of us primarily responsible for the results of our actions. t A � f { i' ibJSy C i n 0 f e F a xirrs a "S � n t ., a $$ _ '3�E+s -`. '�,�^•,` r. beau... �a�- � """°'�� ` 6'* �a .e� - N I• Emergency Procedure Guide Lines Fury lounge ��3 Table of Contents Introduction What Can I Do? Emergency Phone Numbers Safety Person(s) Responsibilities Fire Prevention Measures . Fire Emergency Procedures Evacuation Procedures Persons with Disabilities Elevators and Escalators Earthquakes Blackout Procedures Civil Disturbance After the Shaking Stops In Case, of Injury or Illness Bomb Threat Bomb Threat Report Form Attachment Suspect Description Form Attachment Security Alert Sample Attachment * All Maps & or photos show locations of emergency exits, entrances, fire extinguisher locations, and locations of security personnel. Introduction 2 3� Occupants of the Fury Lounge could be faced with various emergencies suc as fires, earthquakes, riots, bomb threats, blackouts, illnesses, intoxicated gue., or injuries. Although these emergencies are not anticipated, all reasonable measures should be taken to minimize their effect should they occur. This section will acquaint you with procedures to be followed BEFORE, DURING, and AFTER an emergency. There is information here that go beyond the nee( of Fury Sushi Lounge but the info is important. If you have any questions concerning these Emergency Procedures, or any other Safety or Security concerns, please contact MPP Security, at 714 -963- 6666, or the ( Fury Sushi Lounge) Management Office at 949 - 756 -8800. They w be happy to provide you with any information you need. What Can I Do? 1. If you require immediate response from the FIRE, PARAMEDICS, or POLICE Departments, for any emergency, 01 CALL 911 Your next call should be to MPP Security's 24 -Hour Communications Center ai 714- 963 -6666 2. Know your Safety Personnel and Assistant Safety Personnel. They should be trained to cope with emergency situations. Follow their instructions during c emergency. 3. Be familiar with emergency phone numbers. 4. Know the exit routes for you business (refer to photos & or map attachments). 5. Be familiar with locations of extinguishers. 6. Cover cash registers and computers after business hours. Make it a habit tc clear your work area. In case of a fire, these simple actions could protect your facility from water and smoke damage. s hh J ✓ 7. Close all doors and lock them as necessary after working hours or as Fury Sushi Lounge company policy directs. 1 Emergency Phone Numbers FIRE DEPARTMENTS 8 PARAMEDICS Newport Beach ......... ( - -) — POLICE DEPARTMENTS Newport Beach ......... ( - -) ....... ............................... AMBULANCE SERVICE EMERGENCIES fire police medical 911 The paramedics will call an ambulance in an emergency. You may want to pre - select a service for non - emergency transportation. Q'.; Ambulance Service Phone No.: HOSPITALS Hoag Memorial Hospital Presbyterian, 301 Newport Boulevard, Newport Beach .............(949) 645 -8600 Coastal Communities Hospital, 2701 S. Bristol Street, Santa Ana .... ..........................(714) 754 -5454 United Western Medical Center, 100 1 N. Tustin Avenue, Santa Ana .........................(714) 835 -3555 ( ) Mgmt. Office Day ......................(714) MPP Security 24 -Hour Comm. Center ....................(714) 963 -6666 Designated Safety Person(s) Necessary information for all calls: Your Name: Business Name: FURY Sushi LOUNGE a � Business Address: 4221 Dolphin Striker Way Newport Beach, CA 92660 Telephone Number. 949 - 756 -8800 2 Safety Person(s) Responsibilities • The designated Safety Person(s) should be someone of authority, as this person would act as a supervisor in case of an emergency. • The designated Safety Person(s) should be trained in CPR and First Aid and /or maintain a list of those who are. • The designated Safety Person(s) should be responsible for emergency supplies i.e.: first aid kit, food, and water. Currently, disaster preparedness experts recommend a three (3) day supply for each person. NOTE. For a list of vendors who carry disaster preparedness kits refer to MPP Security at 714 963 -6666. • The designated Safety Person(s) should be responsible for the emergency evacuation of all employees and customers from their business. Set up a meeting place and be accountable for all employees & guest of Fury. Fire Prevention Measures 1. DO report hazards, or potential hazards to your Manager, Safety Person(s), and MPP Security. 2. DO NOT accumulate large quantities of stock /inventory, discarded boxes, other paper trash in your storage area or in the back common area hallways. 3. DO NOT keep large quantities of flammable solvent, duplicating fluids, etc. Limit yourself to a short -term supply. 4. DO NOT overload electrical outlets. Only use "circuit breaker" extension cords. s �� Keep electrical appliances in good repair. *These are all Fire Department requirements for the tenants. 3 Fire Emergency Procedures DO report any fire to the Fire Department - 911. Report location, extent, and type of fire - (electrical, trash, liquid). Do not assume someone else has or will. DO report any fire to MPP Security at 714 - 963.6666. Report location, extent,'and type of fire (electrical, trash, liquid). DO know the locations of fire extinguisher and hose cabinets in your area (refer to attached map section or photos). DO know the location of the emergency stairwells and exits routes in your are (refer to attached map section). ELEVATORS SHOULD NOT BE USED. DO NOT panic. Remain calm, and listen and follow instructions from Safety Person(s), MPP Security, and Fire /Emergency Personnel. DO NOT open hot doors. Before opening any door, touch it near the top to feel if it is hot. IF HOT, DO NOT OPEN! A fire on the other side will blast through an opening with tremendous force and heat. 0 DO NOT become a spectator. Move away from the problem area. Evacuation Procedures In the event it becomes necessary to evacuate Fury Sushi Lounge, or a portic of it, the Safety Person(s) should: 1 .Instruct all employees and customers to evacuate the business through the area. Once in the area MPP Security Officers will direct them to the nearest exit. (refer to attached maps and or photographs with diagram for locations of security personnel). 6 !f 35 2. Instruct employees to take personal items, lock up all business material, merchandise, and equipment, if it can be done without compromising safety. Close your doors and refer to your company's policy on securing yol business. 3. Direct employees to use designated emergency exits. (refer to attached maps & photos If there were ELEVATORS THEY SHOULD NOT BE USED, 4. Female employees should remove high - heeled shoes when using any stairwells. It is suggested to always have a spare pair of low heel shoes at your business for emergencies. Fury Sushi Lounge only has a few steps but still caution is advised. 5. Ensure that disabled persons are being attended to by those assigned that responsibility. This will include customers as well as employees. 6. The Safety Person(s) should conduct a quick tour of the business, including storage rooms, back offices, bathrooms, VIP and dressing rooms to ensure the evacuation is complete. 7. All personnel should remain away from and off th service roads to allow easy access for emergency vehicles. All personnel . should remain away from the parking structures etc. until emergency personnel have declared them safe to enter. 5 Person(s) With Disabilities I. The Safety Persons) must be aware of all disabled customers and employees in Fury Sushi Lounge. 2. One or more persons should assist a disabled person and stay with that person until emergency personnel can affect the rescue. Remember, in a disaster elevators will not function, and all escalators will be shut off. Fury of course has neither but the advice is valid if you find yourself where they exist. 3. Wheelchairs are not allowed inside the stairwells; therefore you may need I carry the disabled person(s). NEVER leave empty wheelchairs in stairwells. Fury has only the few steps and the ramp in the center is handicap equipe, 4. Always designate someone to notify emergency personnel of the location of the disabled person(s). Elevators & Escalators Fury Has None But Be Advised. 1. In the event of an outside power failure, elevators and escalators may stc suddenly. Use the emergency telephone in the elevator to report tF problem. BE PATIENT. There is no danger, help will come. 2. If you are riding in an elevator during an earthquake, stop the car at the nearest floor and get off immediately. DO NOT enter the car until specifically directed to use the elevators again. If the earthquake is sufficient enough to activate the earthquake sensors in the elevator, the elevator will automatically recall to the next available floor and stop. If the escalator you are using stops during an earthquake, continue walking to tt- next level and get off immediately. 3. IN CASE OF A FIRE, DO NOT USE THE ELEVATORS. Your safest means of evacuation are the emergency stairwells. The elevators should be reservec for emergency personnel only. Earthquakes When an earthquake occurs: 1. DO take cover immediately. An ideal shelter is the kneehole of a desk or sturdy table. Fury has many tables. 2. DO move away from windows, walls, display cases, or any other items whic might fall. Pleas take a good look Q Fury so you are familiar with potential problem as well as safety areas. a � 3� 3. DO remain in the protected area until your Safety Person(s) instructs you wi details of all further action, including evacuation instructions. 4. DO NOT exit Fury Lounge due to the hazards of falling debris unless certain of safety. Blackout Procedures BEFORE A POWER OUTAGE Be prepared. Best Preparation is... Education! Policies: Know business policies regarding power outages and business closing /security procedures. Rechargeable flashlights: Plug in wall -style flashlights. Emergency Lighting: Perform routine inspections of emergency lighting. Placement of flashlights: Should be easily accessible and all employees know the locations. Assign: Responsibilities to individual employee to obtain maximum team efforts. Recognize: And ensure all employees know the location of all Entrance Exits. Employees: Have a designated meeting location for all employees. Drills: Conduct monthly practice /training drills to prepare employees. DURING A POWER OUTAGE Be a leader. a. Stay Calm. Help others remain calm. Panic causes injuries! b. Customers rely on business personnel for guidance and assistance. c. Assist customers /guests from Fury Sushi Lounge to the proper exits where security will assist in the evacuation of the business. d. Check all rooms and stock areas for disoriented individuals and ensurr, that nobody has been left behind. MPP wants all personal to be completely familiar with entire facility. e. Make sure all employees are accounted for. f. Security will direct customers /guests and employees out of the busines through the nearest exit. (refer to attached maps or photos). g. Additional security will be outside to assist with traffic control and coordination. When the Fire or Police arrive let them take control of thos duties. The exception is if they require your assitance. h. The business will remain CLOSED through the duration of the power outage. 3 i. Fury may require you to assit their staff with security of money ie: cash register, behind bar and even the money-banks the server may have. Keep in mind personal safety is ALWAYS first. AFTER A POWER OUTAGE Returning to Business a. Once Security has advised staff that the building is open for normal business, you should conduct a complete inspection of your building to confirm that there are not any further problems to report. POWER OUTAGE UPDATES Numbers to know MPP Security 714- 963 -6666 Mike M. Security / Bodyguard Supervisor 71 4- 612 -6550 24 hour Communications Center:(714) Southern California Edison Emergency Service: (800) 611 -1911 7 Civil Disturbance In the event of a riot or civil disturbance, the Safety Persons) should lock all corridor and outside doors or as Fury Sushi Lounge internal company policy directs. Staff will then be instructed regarding evacuation procedures by MPF Security or the on scene Emergency Personnel. Until You Are Evacuated: 1. DO stay away from windows if they exist. 2. DO avoid verbal or physical encounters with the rioters. 3. DO NOT make statements to the press or news media. The appropriate persons will take care of this task. 0 8 After The Shaking! Stops 10 oZ 3� 1. DO report injuries to your Safety Person(s) or Manager and request emergency personnel as necessary. 2. DO continue to stay away from windows, walls, shelves, or any items that might topple. Avoid all unnecessary movement. 3. DO check for fires, fire hazards, or other potential hazards. 4. DO cover all electrical equipment. 5. DO stay away from exposed electrical lines, gas, water lines, and open flames. 6. DO NOT operate electrical switches. 7. DO NOT smoke. Avoid striking matches or using lighters. Flashlights are the best source of light. 8. D N T use the telephone unless necessary because the system will be I.° needed for emergency calls. 9. DO NOT use the elevators if they are present or when they exist until instructed to do so by MPP Security or Emergency Personnel. 10. DO NOT gather in the parking structures until they have been cleared anc determined safe by emergency personnel. Keep in mind Police & Fire Depi will make this decession. 0 In Case Of Injury Or Illness 1. Determine what medical treatment is required by assessing the victim's injuries. If the victim is unconscious, medical treatment may be necessary. 2. If Emergency Personnel are required, call 911, and then call MPP Security c 714 -963 -6666. If no emergencies exist, take the appropriate measures for the circumstances. Please be informed so you can be helpful. I 3. Try to make the victim comfortable but do not move the person. Provide a blanket or other covering when possible. 4. Notify the injured person's manager, fellow worker, or family members as necessary. LIST PERSONS WHO MAY REQUIRE SPECIAL CARE IN THE EVENT OF AN EMERGENCY (record information in pencil) 1 . Person Special Care 2. Person Special Care 3. Person 4. Person 5. Person Special Care Special Care Special Care 10 Bomb Threat If a bomb threat is received, it will likely come through your company telephone system operator. However, any employee could receive such a call. If You Receive A Bomb Threat: 1. Try to obtain as much information as possible (refer to attached suspect description form). Write all information received down IMMEDIATELY. 2. Call 911 immediately, and then call your manager who should in turn immediately call MPP Security at 714 - 963 -6666. iz 3� 3. MPP Security may coordinate all searches with Management, Safety Personnel, the Police and Fire Departments as necessary. 4. DO NOT tell your co- workers about the call, as this may cause needless panic (Public announcements will be made as necessary by MPP Security). 5. If you discover a bomb or any object you feel may be a bomb, DO NOT touch, move, or jar in any way. Evacuate the area immediately and inforrr your Manager or Safety Personnel. If an explosion occurs, remain calm, an( follow the instructions given by your Safety Person(s) and /or MPP Security. 6. Last but not least anything of this nature SHOULD ALWAYS be handeled by trained personal. The local Police are the only ones prepared for this type c emergency. Name of person who received the call Date of call M. /p. M. ORIGIN OF CALL: Local Long Distance Phone Booth IDENTITY OF CALLER: Approximate age VOICE: • Loud • High Pitched • Raspy • Intoxicated ACCENT: • Soft • Deep • Pleasant (Other) Sex SPEECH: Time of call a. Internal • Fast • Distant • Stutter MANNER: LANGUAGE: o Slow o Good o Distorted o Foul o Nasal o Poor (Other) 13 ��5 o Local o Foreign o Calm o Angry o Slang o Regional o Rational o Irrational o Coherent o Incoherent Nationality o Deliberate o Emotional o Righteous o Nervous Laugh BACKGROUND NOISE: • Office Machines o Trains • Factory Machines o music • Animals o Street Traffic • Airplanes o Quiet • Voices (Other) Whom did you inform about the calf If the caller seemed familiar with our building or operation, indicate how: Caller's statement: Quality is MPP SECURITY SUSPECT DESCRIPTION FORM REPORTING PERSON'S INFORMATION TION Day: Date: Business /Location: Name of Reporting Party: 14 Time: Phone: 0 SUSPECT INFORMATION. o Male o Female Ethnic Origin o Asian o Black o Caucasian o Middle Eastern o Other Approx. Age: Approx. Height: - Approx. Weight: Lbs. Hair: • Blonde o Brown o Black o Red o Grey o Bald • Other: Eyes: o Black o Blue o Brown o Green o Hazel o Grey o Other Clothing: Shirt: Pants /Skirt/Dress: Shoes: Other: Facial Hair: o Beard: o Mustache: o Goatee: _ Miscellaneous: • Hat: • Scars: o Speech: o Glasses: _o Tattoos: 15 mi Type of Activity: For Further Assistance Call MPP Security, Inc. (714) 714 -963 -6666 IV �O 91 3. Try to make the victim comfortable but do not move the person. Provide a blanket or other covering when possible. 4. Notify the injured person's manager, fellow worker, or family members as necessary. LIST PERSONS WHO MAY REQUIRE SPECIAL CARE IN THE EVENT OF AN EMERGENCY (record information in pencil) 1 . Person Special Care 2. Person Special Care 3. Person Special Care 4. Person Special Care 5. Person Special Care 10 Bomb Threat If a bomb threat is received, it will likely come through your company telephone system operator. However, any employee could receive such a call. If You Receive A Bomb Threat: 1. Try to obtain as much information as possible (refer to attached suspect description form). Write all information received down IMMEDIATELY. 2. Call 911 immediately, and then call your manager who should in turn immediately call MPP Security at 714 -963 -6666. 12 N 1! 3. MPP Security may coordinate all searches with Management, Safety Personnel, the Police and Fire Departments as necessary. 4. DO NOT tell your co- workers about the call, as this may cause needless panic (Public announcements will be made as necessary by MPP Security). 5. If you discover a bomb or any object you feel may be a bomb, DO NOT touch, move, or jar in any way. Evacuate the area immediately and inforrr your Manager or Safety Personnel. If an explosion occurs, remain calm, an( follow the instructions given by your Safety Person(s) and /or MPP Security. 6. Last but not least anything of this nature SHOULD ALWAYS be handeled by trained personal. The local Police are the only ones prepared for this type c emergency. Name of person who received the call Date of call M. /p. M. ORIGIN OF CALL: Local Long Distance Phone Booth IDENTITY OF CALLER: Approximate age VOICE: • Loud • High Pitched • Raspy • Intoxicated ACCENT: • Soft • Deep • Pleasant (Other) Sex SPEECH: Time of call Internal o Fast o Distant o Stutter MANNER: 13 LANGUAGE: o Slow o Good o Distorted o Foul o Nasal o Poor (Other) • Local • Slang Nationality • Foreign • Regional BACKGROUND NOISE: • Office Machines • Factory Machines • Animals • Airplanes • Voices (Other) • Calm • Rational • Coherent • Deliberate • Righteous • Trains • music • Street Traffic • Quiet Whom did you inform about the call? • Angry • Irrational • Incoherent o Emotional o Nervous Laugh If the caller seemed familiar with our building or operation, indicate how: Caller's statement: Quality is MPP SECURITY SUSPECT DESCRIPTION FORM REPORTING PERSON'S INFORMATION TION Day: Business /Location: Date: Name of Reporting Party: 0 Time: Phone: 14 0�, \ J D U SUSPECT INFORMATION. o Male o Female Ethnic Origin o Asian o Black o Caucasian o Middle Eastern o Other I Approx. Age: Approx. Height: - Approx. Weight: Lbs. Hair. • Blonde o Brown o Black o Red o Grey o Bald • Other: Eyes: • Black o Blue o Brown o Green o Hazel o Grey • Other Clothing: Shirt: Pants /Skirt /Dress: Shoes: Other: Facial Hair. o Beard: o Goatee: Mustache: Miscellaneous: o Speech: o Hat: o Glasses: o Scars: o Tattoos:. 15 3�a N I♦ Type of Activity: For Further Assistance Call MPP Security, Inc. (714) 714 - 963 -6666 16 313 W-Y "He who siniles inste stronger" Chinese Proverb ad of rages is always f Y _ QUESTIONS ABOUT THE USE OF FORCE "He who smiles instead of rages is always stronger ... " Chinese Proverb HOW MUCH FORCE MAY BE USED? Remember, to be lawful, force must be "defensive ". Any amount of force that is REASONABLY NECESSARY may lawfully be used to defend against a physical assault. The person using offensive force (the aggressor) actually determines how much force is necessary to defend by how much offensive force he /she uses to attack! WHAT IS A "VERBAL ASSAULT'? There is no such thing as a "verbal assault"' An assault (refer to "Definitions ") involves a physical attack, or movement toward another with the intention and ability to cause injury. Regardless of how angry, threatening or verbally abusive a person becomes there is no basis to use force against them as long as they use only words. Such a person may be in violation of the misdemeanor crime, Disturbing the Peace. A security officer's best options are to either try to TALK with the person, or WALK to report the matter while calling for assistance. MAY I USE FORCE TO PROTECT MYSELF FROM VIOLENT THREATS? No. Words alone do not lawfully pose a physical threat. Defensive force can only be used to protect from an assailant's offensive force. In order to prove that a person intended to cause injury, words are not as important as actions. IS THE CRIMINAL ALLOWED TO PHYSICALLY ATTACK FIRST? Yesl If you take first swing, first kick, first push, you become the criminal! The issue is not one of who is the "good guy"? (as in the movies). The issue of responsibility is, who has used force OFFENSIVELY or DEFENSIVELY? This does not mean that a person can not use ,O5 whatever amount of force is reasonable and necessary to defend - themselves. It does mean that the first person to use force is on the offensive ... and commits a crime. WHAT IS THE THEORY OF "BALANCED DEFENSIVE FORCE"? A balance must be maintained between the level of an attackers offensive force and the amount of force used to defend. The general rule is. the amount of force used to defend should remain equal to or less. than the offensive force used by an attack (Refer to Diagram). WHAT IS THE MAIN RESPONSIBILITY OF A SECURITY OFFICER? A security officer is primarily responsible to "Observe and Report". Whenever possible, the best reaction to violence or the threat of violence is to observe and call for assistance while reporting the incident. This provides safety to the extent that assistance should be on its way. The enforcement of laws is primarily a responsibility of peace officers and should be left to them whenever possible. MAY 1 USE FORCE IF I BECOME INVOLVED IN A VERY FRIGHTENING SITUATION? Fear alone is not justified grounds to use force against another. The fact that you are in a situation that would probably frighten anyone does not necessarily authorize you to use force. Along with being frightening, the situation must also involve some degree of offensive physical threat /force by an assailant before any grounds for the use of defensive force can exist. Door Staff Duties and Articles The duties of door staff (commonly referred to as doormen, bouncers, floor walkers, or door stewards) are commonly misrepresented, often thought as mindless and requiring little effort to execute. The truth is, door staff have the most important and toughest job within the hospitality industry. The Main Duties of Night Club Security 1) They act as public relations personnel while on duty, giving your venue a certain feel as patrons walk into and out of your establishment. 2) To ensure that the patrons and staff are protected from harm and abuse while visiting your establishment. 3) To provide access control and screen those that enter, including (Ding and keeping undesirables out. 4) To protect the property of their employer from damage. 5) To provide searching procedures of patrons, keeping illegal items, such as drugs and weapons, out of the club. 6) To maintain order outside the venue and specifically scan the line for intoxicated individuals and quietly get them to move along for the night. 7) To negotiate disputes between patrons or the venue itself. Proper tone and a professional attitude is how this is accomplished. The Bystander Effect by Ad Bolden As a doorman, I've seen more violence and conflict than the average person. In fact, I have a fascination with conflict and how people react to it. But one of the most puzzling and 3�� frustrating scenarios for anyone in a 'combat situation' is the Bystander Effect. My definition of the Bystander Effect is: A third party who begins to yell or interfere in some fashion when a professional (law enforcement officer, security professional, or bouncer) is trying to execute a physical restraint in the course of their duty. Now, the Bystander Effect occurs because: They are not fully informed: Having only seen a part of the conflict, the bystander doesn't know how and why the violence is occurring. They assume that the 'professional' is acting excessively against someone who doesn't deserve it. They are unfamiliar with violence: Perhaps the only violence the bystander has seen has been in the movies. They do not know that real world violence is quick, nasty, and uncoordinated at times. The violence shocks their system and they automatically pick on the authority figure that is "winning" and "restraining" the combative person. They place themselves in the shoes of the person: People will often place themselves in someone else's shoes who they can relate to. Bystanders cannot relate to LEO or Security Professionals because they have no formal experience of the job. Therefore, they assume the role (mentally) of the combative person. They don't understand resistance: They have no idea how hard it is to restrain someone who doesn't want to be restrained. They think that the professional should be able to hold the combative person down with little to no force. They may not realize that the combative person may be much stronger than the professional so harder techniques will have to be employed. They are misinformed about body dynamics and combative training: In order to fully restrain someone, a certain amount of force and pressure has to be applied to the body. This pressure is being applied to STOP the combative person from fighting. Once that has occurred, just enough pressure is applied to hold or take the person into custody. The bystander may think a bouncer or martial artist have special bullet proof moves to keep people in place. They do not know what the force continuum is: Again, they may have no idea what type of physical response would be used with a combative person. Actively aggressive persons cannot be controlled with light escort or pain compliance techniques. They think authority figures are bullies: Many bystanders who interfere have problems themselves with authority figures and make the sweeping judgment that all are bullies, toughs, and ego driven monsters. They may have an axe to grind or a past negative experience with one of these professionals. How do you change the mind of a bystander? Let me first say that I have 20 years of martial and combative experience behind my belt. I've also been involved in over 200 physical confrontations. I am what the average person would call "skilled ". However, trying to control or restrain someone who doesn't want to be is no walk in the park. The fluid nature of combat, including movement, objects, weapons, and other potential hazards on the street, makes easy restraint quite difficult. Don't believe me? Just ask a friend to try and not let you hold on to their wrist. They will pull, turn, jab, kick and trip you in order to get their wrist free. They win because they don't have to play by the same rules as you. You are just trying to hold on while they can do what they please to avoid it. The analogy is touch vs. tackle football. You play touch and they get to play tackle. /)� } Therefore, the type of professionals I mentioned above realize that simple restraints against a non compliant combative person is NOT going to work. They have to change their game to "play tackle" in order to gain control of the subject. This doesn't mean they hammer on them, only that they have to up the level of force against a non compliant person to gain control over them. If you are a bystander, next time you see a conflict occur between these two groups, take a deep breath and realize that it is more than likely that the person the professional is trying to restrain just committed a crime (commonly assault of another poor bystander). The professionals' job is often thankless and the bystander effect is like the rubbing salt in the wound of what they do. I help people. I hate victimization. And I would surely hope some of you would help me if I was in trouble one day because, for the past ten years, my only reward for helping strangers has been that they get to return home safely to their love ones. The Bystander Effect: Part Two Solutions for Taming a Hostile Crowd In my article'The Bystander Effect', I dealt with the common problem security guards, doormen, and law enforcement officers' (LEO) face while executing an arrest or restraint on a subject. Often a third party (or parties) will begin to interfere in some fashion (usually in the form of yelling) when one of these professionals is dealing with a hostile subject. There are four levels of subjects involved in this phenomenon. They are: The Professional (You) 2) The Subject or Suspect (the person you are restraining) also called the Ist party. 3) The 2nd Party (friends of the 1 st party who get involved or third party persons who involve themselves physically while you are trying to restrain someone. 4) The 3rd party (the Bystander(s) who yell and scream at the apparent miscarriage of justice that they are witnessing). I should note that there is a slight difference when doormen and security are dealing with this problem compared to LEO. This is due to a greater force presence perceived by the bystander of the LEO because of societal constructs of their job. To simplify: A cop has a gun and can arrest me and bring me to jail. A bouncer has none of these so I can continue to call him an A$$hole. There is generally less fear getting hostile towards a security guard or doorman than that of a police officer. However, alcohol or anger often overrides a bystanders 'good sense of judgment' and they let the verbal onslaught pour out over anyone they think is 'misusing their power. This may include the police. I have had many emails and questions asking, "How does one deal with The Bystander Effect ?" Believe it or not, many of the tactics I use, I learnt while getting my philosophy degree. Logic, ethics and fallacious ways of thinking gave me insights on how the common person perceives their surroundings. Below are some common solutions to this problem and ways you can curb the hostilities of a crowd: Be Quick, Stay Calm and In Control: In riot situations, the police are trained to stay calm but are careful to not give off an air of subservience. If the bystander notices weakness, they might build up enough courage to act physically towards the /0 professional. By keeping a strong level head, the professional can prevent a simple arrest turning into a multi person brawl. Make sure you restrain the person as quickly as possible. The longer it takes, the more violence is perceived by the crowd. Talk to the Subject: By letting the subject know why you are restraining (arresting) them, might take the potential fight out of the crowd. Remember, this is about "taming a hostile crowd" and certain psychological tricks have to be employed. You are actually talking to the crowd in an inadvertent manner. If the bystander(s) hear the reason for your action, this might take the initial wind out of their sails so they don't start up with you. Bystanders usually start acting up when they see prolonged violence without any explanation on why it is occurring. "Stop resisting! We are holding you (arresting you) for the assault on the other person. Buddy, we don't want to hurt you! Stop resisting so we can sort this all out." Move the Subject: If may be a good idea, if you can, to move your subject to another location. Out of sight, out of mind. The longer the bystander witnesses you struggling with someone, the easier it is for them the start slinging verbal assaults in your direction. Therefore, time is the key. Moving the subject to a lobby, office, or quiet place, might help everyone involved. However, do not try to move an actively aggressive person. They will take that opportunity while back on their feet to punch, kick or run from you, making the situation worse. Crowd Control: Getting the crowd back and dispersed is your best bet to curb a potential bystander effect from occurring. The further away people are from a restraint, the less likely they Will be able to point out your so called mistakes and wrong doings. This is all fine and good, but unless you have a staff of 10, this may be difficult to manage. Even though you are calmly saying "Move along folks ", human nature is to watch these events unfold. When was the last time you passed a car wreck and didn't look? Appeal to Emofion: I've used this many times with outstanding effect and it is my main weapon against bystanders. While the bystander is standing there yelling at you and trying to get your badge number and name because of the 'apparent miscarriage of justice' that they are witnessing (you'll notice I always put that line in quotes because the bystanders never have enough information to make a proper informed decision. They are riding an emotional wave, not a logical one) you can tell them that the subject just committed some heinous crime. In the hundreds of bystander effects I've been involved in, the 3rd party gets fixated on the violence of the situation and automatically assumes that the professionals are being bullies and over aggressive. They don't understand that it is easy and quicker to restrain with 3 people than with one (we want a control not a FIGHT). Once you've restrained, if possible, get another professional to talk with the crowd. What this person has to do is appeal to the bystanders higher sense of right. Everyone has a scale of good and bad things in society. Some things are worse than others. What you are trying to do is over ride the current 'bad' with something 'worse'. You are trying to get the bystander to click in and say "Wow, really? That is why you are holding him? What an a$$holel" You see, while it isn't ethically correct to lie to people in general, sometimes my partner(S) safety will override that. I'll often use lines like: He just smashed an old (young girl) lady in the face with a bottle. 2) The person just ran out on their tab, hit our beer tub girl in the face and we are holding them for the police. 3) He just grabbed a girl and forced himself onto her. *All of the above lines have come from TRUE situations with I have been involved in, so I guess I am technically not lying, just mixing up the facts (okay, that is called justification). In Western society, the assault of a female is almost a sure fire way to appeal to someone's sense of emotion. You may think this tactic is sexistpr not politically correct, but it works. If it is stupid and works, it isn't stupid now is it. My ethics professor use to say: Just because someone has labeled something as political correct, it doesn't make it right or true. There are deep seeded notions in our psychological make up that are really difficult to over ride. Example: You watch the news and see several deaths in a war tom country and shake your head. You see a news report on a puppy that that has been beaten and you shed a tear (and want to kill someone for doing this). Appeal to their emotional state and try to turn them into your advocates. Know Your Crowd: A quick overview of you is yelling and screaming will give you an indication of what you are dealing with. Is it a hippy with an over sense of consciousness? Is it a 3rd law student who thinks she knows everything? Is it a mother out for the night? Is a street vagrant with a hate on for authority figures? The best piece of advice I ever got from my mother was "know your audience." If you do, you can manipulate and form them how you wish. Great orators (speakers) tend to speak TO YOU and not at you. If you can speak to individual, try and understand where they are coming from. Be polite and calm. Watch the pitch and tone of your voice. "I understand you may think this is excessive, but please understand we are trying to resolve this issues with as little force as necessary." kO I would say this works about 20% of the time. Identffy the Ring Leader and cut off their head (perverbally of course). You need to isolate the ring leader in the crowd. The one who is the loudest and most vocal. This person will get the others to act up if left long enough. Having a few professionals move towards this person will draw away from what is occurring on the ground. The crowd will re focus on the new stimuli (what's happening over there). The lines you can use can range from "you aren't making the situation any better by yelling at us" to "please keep your distance" and moving in towards them so they move back (forced presence). Get Tough: A strong arm tactic when eloquence just won't cut it. You need to get the crowd back and NOW. Their drunken state isn't registering the other fine points you've tried. 1) Get the F #$K back. 2) Back OFFI You are preventing me from doing my job. 3) Stay Back You won't be seen as a hero in this one but you've kept them back. Don't try and to talk to the crowd while restraining someone. Have your partners do it. You need to focus on the subject to calm them down and get their higher brain functions working again. So, where does that leave you? Every situation is different and the number of bystanders will vary. I would say the key factors to keeping the bystander effect from happening are: 1) A quick restraint 2) Moving the subject away from a crowd (if possible) 3) Appealing to the crowds sense of emotion (see above) 4) Separate the ring leaders from the crowd 5) Crowd dispersal (if possible) 6) Get Tough (verbal commands to stay ® back) �DJ �.i AAV Hope this helps Stay Safe A6 Bolden Verbal Management of Intoxicated Patrons There are several styles of verbal management procedures that doormen use to get intoxicated individuals out of their establishments. Typically, there are two styles to choose from: Hard and Soft. Within these variations, there are several sub categories, each with their own flavor. Ultimately, the approach you use as a doorman should fit your personality and personal style of bouncing. I remember asking my first patron to leave the bar. Even before I approached, my stomach turned and the sweat began to form on my brow. What if he said "no" and didn't want to leave. What happens if I stumble over my words? I was tense and nervous. And I was the guy in the authority position! I found over the years that different styles work for different people at different times. I watched as bouncers would politely ask someone to drink up and wait patiently as the patron did so. I'd see others come across very hard and get the patron to move along within 3 seconds. Was softer better? Was it important to get the patron out as soon as possible so you could focus on other tasks? All these questions haunted me and I looked for the "best" solution. I finally realized that the solution is not just a black or white answer. A great doorman has several approach and de- escalation techniques within his arsenal. The importance of listening and watching physical body language cues are key to the successful execution of one's duties. The Hard Styles: The Terminator. The fewer words the better for this approach. Since the patron is intoxicated and their mental faculties are somewhat "dimmed" as a result, there is no need to confuse them with big words and long sentences. They are drunk and they know it. You are just pointing it out and letting them know. This approach works unbelievable well if you have a great force presence. A force presence is the shear physical 'threat' that some people have. Typically, the larger the doorman, the bigger the force presence they exert on their surroundings (and patrons). "I wouldn't want to mess with that guy" attitude. The line: It's time to go. Advantage: Saves time. Clear and concise. Not open to too much debate Disadvantage: Must have a great force presence (either 6'6 260lbs or a face like Lenny "the Guvnor" MacLean). Comes across as rude. The Commander. This person has a great grasp of the liquor and trespassing laws in their area and isn't afraid to use them. The commander is confident and sure of himself. He approaches patrons with a stern a yet fair attitude. He deals directly with the person in question and makes sure they know why they are being asked to leave. The Line: Sir, I am nightclub security and it is time to call it an evening. You have had to much to drink and as a result are too intoxicated to remain on the premises because of section 22 of the liquor act. If you have a coat or other belongings, we will retrieve them now. Thank you for your cooperation. �6� Advantage: Quick and concise. Your words are such that they are not open to debate (you never said "I think" or'in my opinion") Disadvantage: Can come across as cold (rather than rude as in the above style). The Bouncer. This hard style is based in the old ways of doing our job. Kick butt and ask questions latter. This very hard style gets physical right from the start. That usually entails grabbing the drink from the patron, and escorting them out of the building. A very quick "you're drunk" might come from the lips of the doorman using the bouncer technique. Then again, it might not. The Line: < grab> ... <push >... <resists ? > .... <BOUNCE> Advantage: Super quick. Great to use when the patron is so drunk or has pushed the limits to physical intervention (I.e.: throwing a beer bottle or is about to puke all over the place) Disadvantage: Super old school that makes the doorman look like a thug. Possible legal or job action against someone who uses this approach out of context. The main advantage of the hard styles is that you get the patron moving along as quick as possible. This allows you to go back and monitor the room sooner. Also, if the police happen to come by while you are standing off watching (soft style), the coppers might write you up for over service and not doing your due diligence. Typically, the police approach to getting a patron moving from a bar is a hard style (they don't have a vested interest in making the clientele happy.) The main problem with this style is that it doesn't usually come across as friendly. 0 The Soft Styles: I <6� The Nice Guy. Being ever so friendly, this approach defers responsibility to someone else. The doorman using the nice guy approach will let the patron know that the head doorman or manager has asked them to leave. "Don't shoot the messenger' the doorman says. The doorman tries to get the patron to redirect his frustration to someone else, thus creating less personal hassles for the immediate ejection. The Line: "Hey buddy, my boss has asked me to ask you to dink up and call it a night. He says you are too drunk to be in here tonight. I'm just doing what he told me, so could you please drink up? I know it sucks, but it happens to us all from time to time:' Advantage: Keeps the patron calm at you. You appeal to his softer side and try to get him to understand it's just a job. Disadvantage: Your authority might no be respected because you are too soft. Usually open to debate and the demand to speak with the manager. The Comedian: Humor is a fantastic weapon for those who can properly use it. People love someone who is funny. This humor might be crass, sophisticated or sarcastic, but the drunk patron appreciates the lighter side of a somewhat "dark" professional attitude. The Line: Hey my man. What's up? We got a little problem. You're a bit too drunk to be in the bar tonight and I am afraid if you stay any longer, you might blow your chance with the 3 sexy ladies who've been talking about you at the front door. I mean, who wants to pass out or not be able to perform for those girls huh? Besides, I think you've drunk all of our beer. How about you follow me and call it a night. Advantage: You've made a friend. Quickest departure of the soft styles. Disadvantage: You've made a friend. ,-j The Ofd Timer: This approach is the super laid back and non threatening type of speech. The doorman is soft and understanding with the patron and is willing to spend 15 minutes with someone and walk them out in a surprisingly good mood. The Line: Evening folks. Sir, I am nightclub security and could you finish up your drink please. I think you've had a little too much to drink tonight. I'll give you a few minutes to finish up. Cheers and thank you in advance. Advantage: You've said everything right and the patron has nothing to get angry about. They have time to gather their things and you've been nice. Disadvantage: You may have to watch them for 10 minutes or more as they finish up, thus taking away from other areas of the club. The main advantage using the soft styles is that it is good for business. The patron doesn't feel threatened or pushed. The problem is, depending on the level of intoxication, these "niceties" might be lost and the patron might take advantage of your softer side. Often is the case that the patron will mill about, tying to take up as much time as possible to leave the establishment. Those are just some approaches to getting intoxicated patrons to move on for the night. If you find that your initial approach is not working, try switching to another approach. While it is easy and nice to get our first approach to work from the get go, we know that this job is rather unpredictable and a great doorman can change his tactics before the patron knows what is happening. If you are mentally prepared, you can move the worldl 0 While most doormen are aware that the nature of this job has changed considerably since the days of the "bouncer', some establishments actually have in place what they call 'no hit policies'. The NHP, besides being an insult to our collective intelligence, means that the doormen are not to punch, kick, head butt, or otherwise strike a patron in the course of their duties. Call me crazy, but striking a patron to get them out of the bar is somewhat silly and even in the days of the bouncer, I am sure it wasn't on the 'first' choice list. Restrain, hold, tie up; these would be the first physical tools used in our profession. But somewhere down the line, employers got the idea that bouncers would smash a patron in the face in order to get them out of the bar. The no hit policy was born. Many NHP (no hit policies) stipulate than any excessive physical force by a doorman will be dealt with by immediate termination of employment. This is great and I have no problem with such a policy. But let's put the breaks on here for a bit. As I have said in many of my articles and books, our operating environment is hugely grey (not black and white) and there are certain times when the 'no hit policy' may sound good on paper but has no place in the real world. Let's examine when and when not to use striking techniques in our jobs. When Not to Strike: Asking a patron to leave: As a general rule, no doorman should lay hands on any patron unless a perceived threat has arisen. Simply using your verbal management skills should get the drunk moving along 90% of the time. A patron being verbally abusive to you or staff: Hey, if you can't take a little (or a lot) of verbal abuse in this job, you are in the WRONG business. Emotionally upset patrons will yell and swear at you all the time. They'll do everything they can to get under your skin. Make sure not to smash them in the face when they make you angry. Take it with a grain of salt. Patron vs. patron fight: The importance of team work and back up in our business means stopping the fight, separating the parties involved and ejecting the aggressive person(s). The majority of our job is to intercede when patrons are fighting. We restrain and hold patrons that are fighting. Our first response is not hammering a guy in the face to stop him from fighting. We use holds, locks, joint manipulation, team work, pressure points, and verbal commands to make them stop. When to Strike Actively aggressive patrons towards doormen: If you have ejected someone (or not letting someone in) from the bar and you notice that they are showing signs of aggressive pre assaultive behavior, you may need to strike in order to protect your self. The strike depends on a few factors of course. You should verbally warn the person to stay back and not approach you. If you have a genuine feeling that they are going to act on their verbal or non verbal threats, it may be time for a pre emptive strike. I generally use three types of pre emptive strikes to keep someone away from me. The first is the palm heel strike to the face (which is actually like a face push more than anything) with a quick verbal warning to stay back. The second is the double hand chest push to keep the aggressive person at bay. The last technique I use is the front push kick to the stomach in order to keep the bloke from advancing within punching range. I like this one because it has a longer reach than the arms and it can be regulated from a push to a strike, depending on your mood. Actively aggressive patrons fighting doormen: When a person is actively fighting you and they are trying to knock your head off, self defense laws state that you can defend your self with no more force than is reasonably required to stop the assault. If you have fists hitting you in the face and you cannot "tie someone up ", you can strike the other person to stop their attack. Patrons wielding weapons: Since this level is considered lethal force, you are allowed by law to use whatever techniques that Will stop that attack from continuing. This includes strikes. You may be forced to subdue the patron using high level lethal or maiming attacks. (as the quote goes: I'd rather be judged by 12 than carried by 6) Other door staff being attacked by aggressive patrons: As I wrote in my book, The Doorman's Credo, there is something called the unwritten rule of bouncing. That is, if you find that one of your brothers is being beaten by some asshole punter, you use whatever it takes to stop him from doing so. Like police officers, you attack one of us, expect to get hurt. We don't get paid enough to let people beat the crap out of us. We endure so much shit week in and week out that to go home to our families all busted up isn't worth it. Now, before you get on your high horse and start lambasting me for being too old school, reread the situations in which I suggest hitting is acceptable. I've been doing door work for over 10 years and I am one of the easiest going stewards out there. Friendly and patience to a fault. But if you open that special door, you better be prepared what awaits you on the other side. If your management comes down on you for using a striking technique while executing your duties, ask them how they would have handled it? If they tell you that absolutely no situation will require striking, they are living in a fantasy land and are a danger to work for. 3�5 I would say this works about 20% of the time. Identity the Ring Leader: and cut off their head (perverbally of course). You need to isolate the ring leader in the crowd. The one who is the loudest and most vocal. This person will get the others to act up if left long enough. Having a few professionals move towards this person will draw away from what is occurring on the ground. The crowd will re focus on the new stimuli (what's happening over there). The lines you can use can range from "you aren't making the i situation any better by yelling at us" to "please keep your distance" and moving in towards them so they move back (forced presence). Get Tough: A strong arm tactic when eloquence just won't cut it. You need to get the crowd back and NOW. Their drunken state isn't registering the other fine points you've tried. 1) Get the F #$K back. 2) Back OFF! You are preventing me from doing my job. 3) Stay Back You won't be seen as a hero in this one but you've kept them back. Don't try and to talk to the crowd while restraining someone. Have your partners do it. You need to focus on the subject to calm them down and get their higher brain functions working again. So, where does that leave you? Every situation is different and the number of bystanders will vary. I would say the key factors to keeping the bystander effect from happening are: 1) A quick restraint 2) Moving the subject away from a crowd (if possible) 3) Appealing to the crowds sense of emotion (see above) 4) Separate the ring leaders from the crowd S) Crowd dispersal (if possible) 6) Get Tough (verbal commands to stay ® back) �P Hope this helps Stay Safe Ad Bolden Verbal Management of Intoxicated Patrons There are several styles of verbal management procedures that doormen use to get intoxicated individuals out of their establishments. Typically, there are two styles to choose from: Hard and Soft. Within these variations, there are several sub categories, each with their own flavor. Ultimately, the approach you use as a doorman should fit your personality and personal style of bouncing. I remember asking my first patron to leave the bar. Even before I approached, my stomach turned and the sweat began to form on my brow. What if he said "no" and didn't want to leave. What happens if I stumble over my words? I was tense and nervous. And I was the guy in the authority position! I found over the years that different styles work for different people at different times. I watched as bouncers would politely ask someone to drink up and wait patiently as the patron did so. I'd see others come across very hard and get the patron to move along within 3 seconds. Was softer better? Was it important to get the patron out as soon as possible so you could focus on other tasks? All these questions haunted me and I looked for the "best" solution. I finally realized that the solution is not just a black or white answer. A great doorman has several approach and de- escalation techniques within his arsenal. The importance of listening and watching physical body language cues are key to the successful execution of one's duties. The Hard Styles: The Terminator. The fewer words the better for this approach. Since the patron is intoxicated and their mental faculties are somewhat "dimmed" as a result, there is no need to confuse them with big words and long sentences. They are drunk and they know it. You are just pointing it out and letting them know. This approach works unbelievable well if you have a great force presence. A force presence is the shear physical 'threat' that some people have. Typically, the larger the doorman, the bigger the force presence they exert on their surroundings (and patrons). "I wouldn't want to mess with that guy" attitude. The line: It's time to go. Advantage: Saves time. Clear and concise. Not open to too much debate Disadvantage: Must have a great force presence (either 6'6 260lbs or a face like Lenny "the Guvnor" MacLean). Comes across as rude. The Commander. This person has a great grasp of the liquor and trespassing laws in their area and isn't afraid to use them. The commander is confident and sure of himself. He approaches patrons with a stern a yet fair attitude. He deals directly with the person in question and makes sure they know why they are being asked to leave. The Line: Sir, I am nightclub security and it is time to call it an evening. You have had to much to drink and as a result are too intoxicated to remain on the premises because of section 22 of the liquor act. If you have a coat or other belongings, we will retrieve them now. Thank you for your cooperation. 0 Advantage: Quick and concise. Your words are such that they are not open to debate (you never said "I think" or "in my opinion") Disadvantage: Can come across as cold (rather than rude as in the above style). The Bouncer: This hard style is based in the old ways of doing our job. Kick butt and ask questions latter. This very hard style gets physical right from the start. That usually entails grabbing the drink from the patron, and escorting them out of the building. A very quick "you're drunk" might come from the lips of the doorman using the bouncer technique. Then again, it might not. The Line: < grab> ... <push > ... <resists ? > .... <BOUNCE> Advantage: Super quick. Great to use when the patron is so drunk or has pushed the limits to physical intervention (I.e.: throwing a beer bottle or is about to puke all over the place) Disadvantage: Super old school that makes the doorman look like a thug. Possible legal or job action against someone who uses this approach out of context. The main advantage of the hard styles is that you get the patron moving along as quick as possible. This allows you to go back and monitor the room sooner. Also, if the police happen to come by while you are standing off watching (soft style), the coppers might write you up for over service and not doing your due diligence. Typically, the police approach to getting a patron moving from a bar is a hard style (they don't have a vested interest in making the clientele happy.) The main problem with this style is that it doesn't usually come across as friendly. 0 The Soft Styles: The Nice Guy: Being ever so friendly, this approach defers responsibility to someone else. The doorman using the nice guy approach will let the patron know that the head doorman or manager has asked them to leave. "Don't shoot the messenger" the doorman says. The doorman tries to get the patron to redirect his frustration to someone else, thus creating less personal hassles for the immediate ejection. The Line: "Hey buddy, my boss has asked me to ask you to dink up and call it a night. He says you are too drunk to be in here tonight. I'm just doing what he told me, so could you please drink up? I know it sucks, but it happens to us all from time to time." Advantage: Keeps the patron calm at you. You appeal to his softer side and try to get him to understand it's just a job. Disadvantage: Your authority might no be respected because you are too soft. Usually open to debate and the demand to speak with the manager. The Comedian: Humor is a fantastic weapon for those who can properly use it. People love someone who is funny. This humor might be crass, sophisticated or sarcastic, but the drunk patron appreciates the lighter side of a somewhat "dark" professional attitude. The Line: Hey my man. What's up? We got a little problem. You're a bit too drunk to be in the bar tonight and I am afraid if you stay any longer, you might blow your chance with the 3 sexy ladies who've been talking about you at the front door. I mean, who wants to pass out or not be able to perform for those girls huh? Besides, I think you've drunk all of our beer. How about you follow me and call it a night. Advantage: You've made a friend. Quickest departure of the soft styles. Disadvantage: You've made a friend. The Old Timer. This approach is the super laid back and non threatening type of speech. The doorman is soft and understanding with the patron and is willing to spend 15 minutes with someone and walk them out in a surprisingly good mood. The Line: Evening folks. Sir, I am nightclub security and could you finish up your drink please. I think you've had a little too much to drink tonight. I'll give you a few minutes to finish up. Cheers and thank you in advance. Advantage: You've said everything right and the patron has nothing to get angry about. They have time to gather their things and you've been nice. Disadvantage: You may have to watch them for 10 minutes or more as they finish up, thus taking away from other areas of the club. The main advantage using the soft styles is that it is good for business. The patron doesn't feel threatened or pushed. The problem is, depending on the level of intoxication, these "niceties" might be lost and the patron might take advantage of your softer side. Often is the case that the patron will mill about, tying to take up as much time as possible to leave the establishment. Those are just some approaches to getting intoxicated patrons to move on for the night. If you find that your initial approach is not working, try switching to another approach. While it is easy and nice to get our first approach to work from the get go, we know that this job is rather unpredictable and a great doorman can change his tactics before the patron knows what is happening. If you are mentally prepared, you can move the world! 0 While most doormen are aware that the nature of this job has <) changed considerably since the days of the "bouncer', some establishments actually have in place what they call 'no hit policies'. The NHP, besides being an insult to our collective intelligence, means that the doormen are not to punch, kick, head butt, or otherwise strike a patron in the course of their duties. Call me crazy, but striking a patron to get them out of the bar is somewhat silly and even in the days of the bouncer, I am sure it wasn't on the 'first' choice list. Restrain, hold, tie up; these would be the first physical tools used in our profession. But somewhere down the line, employers got the idea that bouncers would smash a patron in the face in order to get them out of the bar. The no hit policy was born. Many NHP (no hit policies) stipulate than any excessive physical force by a doorman will be dealt with by immediate termination of employment. This is great and I have no problem with such a policy. But let's put the breaks on here for a bit. As I have said in many of my articles and books, our operating environment is hugely grey (not black and white) and there are certain times when the 'no hit policy' may sound good on paper but has no place in the real world. Let's examine when and when not to use striking techniques in our jobs. When Not to Strike: Asking a patron to leave: As a general rule, no doorman should lay hands on any patron unless a perceived threat has arisen. Simply using your verbal management skills should get the drunk moving along 90% of the time. A patron being verbally abusive to you or staff: Hey, if you can't take a little (or a lot) of verbal abuse in this job, you are in the WRONG business. Emotionally upset patrons will yell and swear at you all the time. They'll do everything they can to get under your skin. Make sure not to smash them in the face when they make you angry. Take it with a grain of salt. Patron vs. patron fight: The importance of team work and back up in our business means stopping the fight, separating the parties involved and ejecting the aggressive person(s). The majority of our job is to intercede when patrons are fighting. We restrain and hold patrons that are fighting. Our first response is not hammering a guy in the face to stop him from fighting. We use holds, locks, joint manipulation, team work, pressure points, and verbal commands to make them stop. When to Strike Actively aggressive patrons towards doormen: If you have ejected someone (or not letting someone in) from the bar and you notice that they are showing signs of aggressive pre assaultive behavior, you may need to strike in order to protect your self. The strike depends on a few factors of course. You should verbally warn the person to stay back and not approach you. If you have a genuine feeling that they are going to act on their verbal or non verbal threats, it may be time for a pre emptive strike. I generally use three types of pre emptive strikes to keep someone away from me. The first is the palm heel strike to the face (which is actually like a face push more than anything) with a quick verbal warning to stay back. The second is the double hand chest push to keep the aggressive person at bay. The last technique I use is the front push kick to the stomach in order to keep the bloke from advancing within punching range. I like this one because it has a longer reach than the 10 arms and it can be regulated from a push to a strike, AO depending on your mood. Actively aggressive patrons fighting doormen: When a person is actively fighting you and they are trying to knock your head off, self defense laws state that you can defend your self with no more force than is reasonably required to stop the assault. If you have fists hitting you in the face and you cannot "tie someone up ", you can strike the other person to stop their attack. Patrons wielding weapons: Since this level is considered lethal force, you are allowed by law to use whatever techniques that will stop that attack from continuing. This includes strikes. You may be forced to subdue the patron using high level lethal or maiming attacks. (as the quote goes: I'd rather be judged by 12 than carried by 6) Other door staff being attacked by aggressive patrons: As I wrote in my book, The Doorman's Credo, there is something called the unwritten rule of bouncing. That is, if you find that one of your brothers is being beaten by some asshole punter, you use whatever it takes to stop him from doing so. Like police officers, you attack one of us, expect to get hurt. We don't get paid enough to let people beat the crap out of us. We endure so much shit week in and week out that to go home to our families all busted up isn't worth it. Now, before you get on your high horse and start lambasting me for being too old school, reread the situations in which I suggest hitting is acceptable. I've been doing door work for over 10 years and I am one of the easiest going stewards out there. Friendly and patience to a fault. But if you open that special door, you better be prepared what awaits you on the other side. If your management comes down on you for using a striking technique while executing your duties, ask them how they would have handled it? If they tell you that absolutely no situation will require striking, they are living in a fantasy land and are a danger to work for. N At, 0