In a recent Tao of The Velvet Rope podcast, I discussed the potential consequences of action or inaction by you or your Security Staff. And in a recent blogpost, we saw the predictable outcome of bad action on the part of some Security Staffers.
It is human nature for individuals to react to the stimuli around them. In stressful, unexpected, or confusing situations we humans tend to have three basic responses: Fight, Flight, or Freeze. In order to streamline this discussion and perhaps add a touch of clarity, I would like to rename these responses Action, Escape, and Inaction. And while these new names are exact in their nomenclature, they’ll work for our purposes.
Think about the following Bar/Nightclub scenarios:
- You witness two Patrons yelling and shoving each other. Due to your distance from the two of them, it is hard to tell what initiated the physicality or how serious it is.
- A couple is standing across the room from you. The woman is petite and her boyfriend is a tall, well-built athletic type. They start to argue loudly, the woman poking her boyfriend in the chest.
- A young man and woman walk past you, towards the exit door. The woman is heavily intoxicated and the man is holding her up to keep her from falling over. You did not see them enter the bar together.
Each of these scenarios offers a myriad of potential responses. In Scenarios 1 and 2, you could call for back up and dive in fists swinging or brusquely ask what the problem is (Action), wait and see how things play out (Inaction), or you could leave the room and ignore the issue (Escape). In Scenario 3, you could step in to offer assistance (Action), stand and watch (Inaction), or turn a walk away (Escape).
What is important to understand about each of these situations and what makes the job of the Security Staffer so unpredictable and potentially dangerous is that if you don’t carefully consider the consequences of your Action, Inaction, or Escape, you can find yourself in deep, deep trouble. Very, very quickly.
Take Scenario 1, for example. Many bouncers would rush through the crowd in order to break up the fight and end up fighting or forcefully ejecting one of the Patrons involved. Let’s say that you do this and in the course of your Action, you punch the Patron. He falls down, cracks his head on the pavement, is knocked unconscious, and is taken away in an ambulance. What are the potential consequences?
1) Legal – You get sued by the Patron, the bar gets sued by the Patron, and the Patron presses criminal/civil charges against you.
Well, the bar has insurance to cover them. You don’t. Which means…
2) Financial – You need to cover the cost of your lawyer and potentially the cost of the Patron’s lawyer and doctor’s bills. You could also lose your job, have your wages garnished, or be unable to find further employment due to your new criminal record, which imposes a further financial burden on you.
3) Physical – What if you don’t win the fight? That means injury. And potentially serious injury at that. Maybe you lose the use of a hand or a leg or suffer from headaches due to a concussion. And let’s circle back to the doctor’s visits, doctor’s bills, loss of work, and again…loss of income.
4) Emotional toll – How about the stress of dealing with all of the above? And what if the Patron – or you – is permanently injured due to your actions or – heaven forbid – is killed. What is that weight going to be like to carry? And what about the toll all of this may take on your family or significant others? And that’s not to mention the possibility of you, your staff, and your establishment now carrying a negative reputation.
Inaction and Escape carry the same set of possible outcomes. If you ignore the issue or walk away and someone is hurt or killed, the list of potential negatives grows longer due to your negligent behavior. You were hired to keep people safe…and you failed to do that.
Scenarios 2 and 3 carry the potential for serious negatives. Full disclosure: Scenario 2 happened one night when I was working. The woman smashed a glass on her boyfriend’s head, nearly severed his carotid artery, and had to be hogtied and carried away by Law Enforcement. All this because everyone took the situation lightly and ignored it…until it was too late. Ignoring Scenario 3 might end up with a woman being sexually assaulted by an individual she doesn’t know or the woman driving away and crashing her vehicle.
“What the hell!? I’m screwed no matter what I do…or don’t do!” is the response I can already hear from some of you. No, no you are not. The key to avoiding negative consequences is simple:
Take a moment to survey the situation. Does something feel wrong and if it does, why? What is going on that is making your hackles rise? Or is it the case that upon a moment’s examination, you realize that the situation you are witnessing is not a serious as you considered. Say, for example, that the Patrons yelling and pushing each other are best friends just goofing around? Once you’ve surveyed the situation and made a decision, how is it that you should approach the situation at hand? Do you jump in? Do you yell? Are you humorous in your approach?
In the second and third Scenarios, taking a moment to assess the situation and ask if everything is ok takes just that…a moment. A moment that can keep things from escalating, can help to defuse tension or gain some reassurance that the couple heading out the door is actually together and fine.
I had mentioned in an earlier podcast that you should always ACT when you are uncertain of what do. And people tend to misinterpret that as jumping into the fray or immediately springing into “hero mode” No. Thinking is an action as well. Taking a moment to consider the possibilities is an action. Calling for backup is an action. Taking a deep breath and taking in your surroundings is an action.
Keep in mind that YOU are making the decisions. And YOU will have to deal with the consequences of YOUR actions. Impulsive behaviors in a high-stress, alcohol-soaked environment very rarely work out for the best. I would use the example of the last few blog post’s bouncers as a perfect example. Punching or beating up intoxicated individuals NEVER works in your favor, even if you are exonerated.
Always consider the consequences that may result from what you may or may not do in a given situation. The few moments you take to scan, assess, and strategize can make the difference between injury, financial ruin, and loss of reputation. Your action doesn’t need to be immediately physical but it should always be thoughtful. Need to figure out a way to get this point across to your Staff? Think about Scenario training and always debrief at the end of the night to go over any incidents or questions they may have.
Until next time…