unit 2

 

1.1 Outline the legal requirements and powers covering a steward’s right to refuse entry and their right to ask someone to leave a venue.

When dealing with the majority of public you should try to maintain a calm but authoritative manner. However, you will need to adapt your style, depending on the type of person and situation you are dealing with.

 

1.2 describe the procedures 

Professional approach – treat in the same way as you would with others, depending on the particular need. For example, for a wheelchair user you will need to sort out access and egress. Talk at their height level and use eye contact. Take the lead from that person or their carer, and ask how you can assist rather than making assumptions stewards should follow when refusing entry or asking someone to leave

 

1.3 outline why stewards should give explanations when they are refusing entry or asking

someone to leave

 

Stewards should give explanations when refusing entry so then they can explain why they are not allowed in, this may even calm down the person who is not allowed in this could also make people think if they are planning to do the same 

 

1.4 describe the procedures stewards should follow to supervise spectator entry 

The procedures stewards should follow at an entry is that they should make sure that the entry is a 'controlled situation' that means using things like tickets and sighs etc

 

1.5 describe the procedures stewards should follow to control queues.

 use safety measures for example barriers, signs and stewards throughout the queues.you need good planning and preparation to avoid bad experiences for visitors. you should have signs and stewards to explain what is happening to reduce the tension.   

 

 

1.6 describe the procedures stewards should follow to supervise spectator movement between different areas

 You should make sure that all exits are clear of obstructions and make sure the exits are open well in advance of the end of the event. In addition you should make sure that cars and pedestrians are kept as separate as possible to avoid injuries.

 

 

1.7 outline why it is important for stewards to monitor their designated area carefully.

It is important to monitor their designated area because people could be doing illegal things for example dealing drugs or canoodling. It is important to keep the other members of public feeling safe so they will need to keep a tight look out to make sure of this. 

 

 

1.8 describe the procedures stewards should follow to supervise spectator exit.

Well you need to constantly keep a look out for any suspicious activity such as violence or and drugs dealings. You should also need to make sure how much force you use towards a person you have to take into account their age, gender and disability.

 

2.1 identify the types of illegal items that spectators may bring to events.

 

·         Knives/ weapons

·         Drugs

·         Alcohol

·         Underage depending on event

 

 

 

 

2.2 describe the procedures stewards should follow when they identify illegal items.

 

Stewards should stay calm as not to heighten the atmosphere with the person and the steward. They should take them aside and take the items off and proceed with a clothing search to remove any other illegal items. 

 

 

 

 

2.3 identify the types of items that may be prohibited at different venues and events.

·         Knives

·         Guns

·         Drugs

·         Fake ID

·         Inappropriate clothing

·         Fake tickets

·         Fireworks

·         Inappropriate items

 

 

2.4 describe the procedures stewards should follow when they identify prohibited items.

 

·         Remaining calm

·         Showing empathy

·         Communicating clearly

·         Actively listening

·         Using appropriate body language

·         Respecting personal space

·         Asking people to lock them away or police may be involved

 

 

3.1 outline why it is important for stewards to provide high standards of customer

care at spectator events.

 

It’s important to give customer care so that I will be able to encourage people to come back and recommend it to other people. 

 

 

3.2 outline why it is important for stewards to take account of diversity and equality when dealing with customers at spectator events

 

It’s important to take diversity and equality in to account so that you when you are you dealing with customers you don’t offend the customer you are trying to deal with 

 

 

3.3 describe how stewards should interact with customers at spectator events

 

You should interact to with customers by being polite to people but make sure you have some form of authority but to make sure that you are not being intimidating

 

 

3.4 identify the types of information that customers at spectator events may need

 

Customers at events will probably ask for directions to certain locations such as to the toilets or the location of their seats as well as they will want to know about about any more events

 

 

3.5 describe how stewards should respond to different requests for information

 

well if somebody gets seriously injured then they will have to act quickly to get the area cleared and get help to the person in need. Where if somebody needed help finding there seat they wouldn’t have to act so quickly and sharply

 

3.6 identify the types of problem that customers may have at spectator events

 

The problems that you may have at a spectator events are not knowing where things are at an event so stewards can help. Stewards can also help with finding lost people at the event mainly children they can contact each other to help find them. They also may have to deal with people becoming violent toward others so they may have to split them up.

3.7 identify how stewards should help customers with their Problems

 

Stewards should have had training to help with almost every possible scenario. This means that they can try their best to deal with any situation that occurs for example if a guy faints then they will be trained to deal with it.

 

3.8 identify the types of customer problems that stewards should refer to someone else

 

If there is a terrorist attack then they wouldn’t try to stop the people from attacking they would contact the police who would then deal with the situation.

 

 

3.9 outline the procedures stewards should follow for handling complaints

 

stewards should take the complaint and decide on the correct way to handle it i.e. write a letter back explaining your side, talk to workers to make them be nicer to customers and make them feel like coming back or give the complaint a free pass to say sorry.

 

 

4.1 recognise the types of situations that may cause challenging customer behaviour at spectator events

 

·         Drunken spectators – which could cause fights or unruly behaviour.

·         Lost people

·         Being made to leave the premises

·         Not being allowed onto the premises

 

4.2 state the limits of stewards’ powers and responsibilities when dealing with challenging behaviour

 

stewards have limited powers when dealing with unruly behaviour unless they have a certificate SIA (Security Industry Act) Licence which will be classed as door supervision or security guarding.

 

 

4.3 describe how stewards should respond to challenging behaviour and prevent it escalating

say before a football match if two supporting teams are getting rowdy at each other then they should split up the fans from each other and go different ways towards the football stadium

 

4.4 identify the difference between stewards being assertive and being aggressive

 

Stewards being assertive:

They have a calm voice that does not sound threatening they give eye contact, and listen to the other party’s reasons before stating their own reasons. They will stay calm and controlled when telling the person what is happening.

 

Stewards being aggressive:

They will have a raised voice, not listen to the other party, they might manhandle the person and drag them away/ out of the premises. Their body language will be threatening and too forward with could provoke the person.  

 

 

4.5 identify when and how stewards should call for assistance and support

 

·         If an illegal item/ forged ticket  is found – you will need to radio security

·         If someone has gained entry illegally- you will need to radio security  

·         If  someone has an injury-  you will need to radio a first aider

·         If an offence has been made – you will need to radio security

 

If you are in a group you could walk over to your supervisor if they are nearby to you or if that is not viable then you would either radio the control room or radio them directly. 

 

4.6 outline legal considerations covering self-defence and the reasonable use of force

 

You will use section 3 of the criminal law act (the right to eject anyone who is causing an offence or being a nuisance using reasonable force.)

The steward must ask themselves if the force is needed to remove the person and how forceful they should be. Self-defence should be used if attacked and reasonable force cannot be administered. Although reasoning and explanation should be required afterwards, to make sure the steward knew what was right and wrong