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

“It was a pleasure working with Hank and Boyer Management Group on a Team Building Program that was specifically designed for Customer Service Training, Talent Evaluation and Leadership Development. To this day I continue to use the materials provided by Hank when handed a challenge or a project. The detailed processes involved with projects and decision making have been extremely helpful for me. I have used the project management materials provided to capture key problem solving terms, techniques and improve my skills in my everyday business life.”

Robert M.
Director of Business Planning, Massachusetts