Finals pt. 4 Flashcards
When confronting an angry guest or team member what should you do?
Let them “vent”, and if possible, take them to a private location
What type of body language should you have when dealign with workplace violence?
Confident and firm but not aggressive
Share you ____________ concerns with Employee Relations and Security
documented
Spotting an aggressive situation in a persons behavior looks like?
1) speaking loudly, frantically, or quickly
2) sad or depressed
3) gesturing wildly
4) aggressive stances and gestures (pointing, getting close, clinching fists)
5) making threats and personal insults
6) aggressive outbursts
How should you diffuse violent situations?
1) maintain a relaxed yet attentive posture
2) position yourself at a right angle instead of directly in front of the person (POI)
3) be reassuring and point out choices
4) arrange yourself so that your exit is not blocked
What should you not do to diffuse violent situations?
1) Do not be the hero
2) Do not make promises you cannot keep
3) Do not make physical contact with the individual
4) Do not tell the person to calm down and never threaten
5) Do no ask if they have a problem ask how you can help
Most major corporation have a ____ __________ _______ when it comes to sexual harassment
zero tolerance policy
What is the definition of sexual harassment?
unwelcome sexual conduct, whether verbal, non-verbal or physical conduct
Sexual harassment violates _______ _____ ____ and _____ ___ of the ______ _____ ___ of _____
Nevada State Law
Title VII
Civil Rights Act 1964
True or False: Sexual harassers can even be non-employees
True
Sexual harassment can interfere with an employee’s job ___________ and job ____________
performance
opportunties
Sexual harassment creates an ___________, _______, __________, or ________ working environment.
intimidating
hostile
offensive
abusive
Does the employee have to notify the offender of sexual harassment?
No, although it may be helpful
When receiving a report of sexual harassment, human resources will do what?
1) investigate
2) keep it confidential to the greatest extent possible
3) ask you to keep it confidential
If sexual harassment is found to be true, then the company will take what types of corrective action?
1) administer appropriate discipline (possibly terminate offender)
2) advise the complainant of the results or relevant information
3) prohibit any form of retaliation against you or your witnesses
