Successfully Managing Incidents

 Effective Leadership Skills for Non-Supervisors

Session Length: 1 Day | Target: All personnel that are managing events and programs in the field for their organizations | Prerequisites: None

More and more organizations are including event-, trade show and venue-marketing as a standard way to do business. You have on-site representatives that must make split-second correct decisions as to handling unexpected incidents that arise. Whether your organization conducts employee events, events and programs for clients and their invited guests, public and private seminars, trade shows and the like, incidents arise that require successful management to ensure safety, avoid risk and liability, and to protect the image of the organization and its clients. Topics Include:

  • A Thorough Review of Your Organization’s Incident Escalation Policy
    • The Types of Incidents That Occur (Medical emergency, Assault, Disorderly Conduct, Disturbance During Event, Harassment/Sexual Harassment, and Threats to Safety)
    • The Warning Signs of Potential Incidents
    • An Incident Response Model
    • Responding to Emergency and Non-Emergency Situations
    • Developing Your Personal ‘Emergency Response Chain’
    • Four Things Not to Do When Responding to an Incident
    • Notification of Client and Supervisor, and Incident Reporting
    • Handling the Media and Legal Inquiries
  • Tips & Techniques to Effectively Handle Incidents
    • Preparation is the KEY Preventive Step
    • Understanding and Responding to Conflict
    • Red Flag Words and Phrases That Increase Conflict
    • Climbing the Empathy Ladder to De-Fuse Conflict
    • Knowing When to Call Up the Chain and When to Handle Yourself
  • Handling Situations and Scenarios – Workshop
    • The Unwanted Visitor
    • Bad Behavior After Hours
    • Making Lemonade Out of Lemons – disruptions at the venue
    • A Medical Emergency
    • Exhibit Booth Behavior
  • Tools and Policies
    • An Incident Escalation Policy
    • A Microsoft-based Electronic Incident Report

BMG works with your legal and HR Departments to develop and implement an incident escalation policy that makes sense for the way you conduct your event marketing functions.

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Testimonials

“I participated in the B2B Sales Essentials Course over the last year taught by company president Hank Boyer. His expertise in preparation, customer needs assessments along with his overall expertise of the various sales competencies will help my company forge new business opportunities during a challenging economic period. I would not hesitate to recommend B2B Sales Essentials to any organization which has a desire and is committed to being a world class / best in class in their business.”

Dean M.
Director of Sales, Massachusetts