Keep your cool
What should you do before responding when you're angry?
Pause and take a moment to calm down.
What is active listening?
Paying attention and trying to understand what the other person is saying.
What is one way to make a good first impression?
Greet people respectfully and professionally.
What is one important quality for a security professional?
Professionalism.
A resident asks when their repair will be completed. What should you do?
Give accurate information if you have it or explain that you'll check.
True or False: Matching an angry person's attitude usually helps resolve the conflict.
False
Which is more professional?
A. “That's not my problem.”
B. “Let me see how I can help.”
B.
A customer is frustrated. Should you interrupt them immediately?
No. Listen first.
Someone becomes verbally aggressive with you. Should you argue with them?
No.
True or False: Maintenance workers should remain respectful even when a resident is rude.
True
Name one healthy way to manage frustration at work.
Take a breath, pause, ask for help, take an appropriate break, etc.
Name one thing that can affect how your message is received besides your words.
Tone, facial expression, body language, volume, etc.
True or False: You can be professional even when you disagree with someone.
True.
Why is staying calm important during a security situation?
It can help prevent the situation from escalating and allows you to think clearly.
A resident is upset because you can't fix their problem immediately.What should you do?
Explain what you can do, communicate clearly, and follow the appropriate procedure.
Someone is yelling at you. What should you avoid doing?
Yelling back, arguing, insulting them, or escalating the situation.
Someone misunderstands what you said. What should you do?
Clarify calmly rather than immediately becoming defensive.
A resident complains about a maintenance issue. What should you do first?
Listen and understand the concern.
Someone refuses to follow building access procedures and becomes angry. What's the best approach?
Remain calm, communicate the procedure clearly, avoid unnecessary confrontation, and follow the appropriate escalation/reporting procedure.
Why is documentation important in maintenance?
It creates a record of work, problems, requests, and actions taken.
You feel yourself getting extremely frustrated during an interaction. What is the most important thing to remember?
Stay professional and focus on controlling your own response.
Why is listening important during a disagreement?
It helps you understand the problem and can prevent the situation from escalating.
A resident says:
“I've been waiting all week! Nobody here knows what they're doing!”
What's a professional response?
Something like:
“I understand you're frustrated. Let me find out what's going on and see what I can do.”
When should a security professional involve a supervisor or additional assistance?
When the situation exceeds their authority, becomes unsafe, or requires additional support according to workplace procedures.
You realize you made a mistake on a work order. What should you do?
Be honest, correct the issue if possible, and notify the appropriate person.