Everyone likes to think that they do a good job, at their job. I’d say that 80% of people do a good job, at their job. For most, minor mistakes on the job are easily corrected or deleted or can be explained away. In the field of security, minor mistakes can very often take on a life of their own and begin to snowball into bigger problems. And large mistakes can end in disaster, whether liability, injury, or damage to property.
In earlier posts, we discussed Use of Force, Situational Awareness, The Buddy System, and their importance to Security Staffers. We also watched a clip of what I consider to be improper Use of Force. Well, we are now going to return to said clip and break it down even further in a little segment called:
When Keeping It Real Goes Wrong (props to Dave Chappelle for the title).
In this segment, we will examine all the mistakes made by Security. You probably want to open the clip in another window for easier viewing.
The Premise: Drunk Patron on the sidewalk, harassing Security.
The Question: What is one to do?
Before we even get into the breakdown, let’s discuss Security wearing any type of dangly party necklace. Don’t do it. Way too easy for someone to grab and use against you. One might snap, but 3-5 necklaces will choke you out.
Minute 2:56 – 3:05
1) Bouncer #1(B1) leaves his post to confront the Patron (P). Why? Let him rant and rave. He’ll (probably) eventually wander off.
2) B1 turns to look at B2 just before he lunges in for the choke. HUGE MISTAKE. Though it may not seem like very long (.5 seconds?) it is plenty of time for P to get in a cheap shot. Plenty of time.
I won’t even go into the applied choke as it is just plain stupid.
Minutes 3:15 – 3:30
3) Why is B2 holding a cellphone? He should be either: helping subdue P (again, this is dependent on what started the altercation. In this case, B1 started it), looking for trouble/P’s friends, or using the phone to call the Police. Not trying to subdue someone while holding a sweet Blackberry. (Failure of Buddy System)
Minutes 3:31 – 3:50
4) B2 WALKS AWAY (?!?!?!?!) – Now, I understand that the bar is busy and you have to watch the door. But you have your co-worker on the ground in an altercation with a Patron, and you are just hanging out in the doorway. Regardless of how “in control” the situation might look, it is anything but. A crowd is building, your fellow staffer is on the ground, and you’re chilling in the doorway. Stupid. (Failure of Situational Awareness)
5) B2 finally realizes that people are a bit upset and starts to keep an eye on Patrons exiting the bar…
6) …but fails to intervene when an Angry Patron gets directly in the face of B1. As a matter of fact, it takes him another 15 seconds to get involved, telling Angry Patron to relax…before walking away AGAIN. (Failure of Buddy System)
Minutes 5:05 – 5:35
7) Now we have an escalating situation: Angry Patrons getting into arguments over an altercation they are not directly involved in. B2 now has the task of watching the door and calming a building confrontation…oh yeah, and B1 is still on the ground.
8 ) B2 gets waaaaaay too up close and personal with Angry Patron. Not only is his body language aggressive as he approaches, but he leaves himself no room to defend himself. (Failure of Situational Awareness)
9) Total Loss of Situational Control. B2 gets pushed by Angry Patron, B1 is still on the ground, the crowd is growing, no one is happy. (Failure of Situational Awareness)
Minute 6:35 – 6:45
10) B2 is now directly engaged with Angry Patron, leaving Good Samaritan Fella to help B1 with the now choked out P1. Starting to get a bit hectic, eh? (Failure of Buddy System)
11) B2 walks away and turns his back to Angry Patron, finally coming over to check on B1. (Failure of Situational Awareness)
Minute 7:30 – End
12) At some point in here Bouncer 3 appears. 5 MINUTES AFTER THE INITIATION OF THE ALTERCATION. 5 minutes might as well be a year. (Failure of Buddy System)
I understand that altercations are dynamic situations, adrenaline causes tunnel vision, and general confusion can be, well, generally confusing. But a thoughtful approach to any situation is always beneficial. By taking your time to assess (a few seconds is PLENTY) you can save yourself from escalation, injury, and liability.
I was involved in a similar altercation a few years a back with a fellow doorman I’ll call “Chief” (especially because he hates it). Me and another bouncer had to take an aggressive Patron to the ground. “Chief” did the following:
1) Called the police
2) Gave us space to deal with the Patron by creating distance between ourselves and the crowd
3) Calmed the agitated friends of the Patron
He did it all in a cool, collected manner. This usually attained by years of experience and tons of practice, but that does not mean that you can’t start learning NOW. Pay attention to altercations and you and your staff’s reactions to them, have them watch video like this and break them down, and discuss all incidents at the end of the night so that you can all gain a better understanding of how to better do your job and make sure that when you Keep It Real, it Doesn’t Go Wrong.
Feel free to chime in with any other pointers or suggestions, the crew in this video obviously needs them.
’til next time….