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The goal and purpose of Conflict Management is de-escalation.
Remain calm and speak at a low volume.
Paying attention to your body language, posture, and position is important.
Do your best to be relaxed, positioning yourself to the side so all parties involved can see you.
Maintain a gentle presence of authority.
It’s not our job to resolve disputes between guests. It is our job to maintain order and (after 10 pm) quiet. If a dispute is causing disruption, direct the people to separate and do your best to de-escalate.
Communication Tips
Communication Tips
Reflect and validate the concerns regardless of the content or whether you agree with them.
Do this throughout the discussion.
Collaborate with the person to explore short and long-term ways to address the presenting concern.
Actively listen and respond intentionally with a caring tone to help the guest feel safe.
When to Seek Support
When to Seek Support
If you encounter:
Threats to harm self or others:
Call 911
Contact shift lead & on-call leadership
Emotional distress that can not be regulated
Call 988 ( 24/7 Suicide and Crisis Lifeline)
Call 911 and ask for EMT assistance
Contact shift lead & on-call leadership if a guest is not able to emotionally regulate themselves.
Disclosure of victimization:
If the guest is willing to report the incident to law enforcement, call the non-emergency line.
435-753-7555
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