Chapter 13

Unruly Patrons and Conflict Resolution

Abstract

To protect the institution as well as the staff enforcing an ejection of a patron, it is necessary to be able to base their actions on approved, published, and known policies. This chapter highlights those policies and the factors that influence the determination, a subject needs to leave the property. Once that decision is made, the question arises of who will carry out the decision, especially if the subject refuses to leave. The prudent answer would be the police. However, due to a variety of reasons ranging from “no police available”, to “we can handle it”, institutions often resolve the problem with security staff. Police response is the only correct solution. Security officers in almost ...

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