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ʻO ka hoʻoneʻe ʻana i nā malihini kipa a me ka palekana hoʻokipa

He ʻokoʻa nā helu ulia pōpilikia ma ka ʻāina. Hoʻohana kēia ʻaoʻao i ka 911, ka helu no ʻAmelika a me Kanada. Nui nā ʻāina ʻē aʻe i hoʻohana i ka 112, 999, a i ʻole ka helu ʻē aʻe. E huli i ka helu no kou ʻāina.

ʻO nā keʻena hoʻokipa ma kahi hana, nā puka makani hoʻāʻo o ka haukapila, nā helu lawelawe kūloko, nā keʻena mua o ke kula, a me nā lobbies ʻoihana e lilo i mea pale kino mua ma waena o ka lehulehu a me nā limahana o loko o kahi hui. No ka mea, ʻo ka poʻe hoʻokipa mua, nā ʻelele kanaka, a me nā limahana lawelawe mea kūʻai aku ka poʻe mua e launa pū me nā mea kūʻai aku i hōʻeha ʻia, nā limahana i hoʻopau koke ʻia, nā mea hana ʻino i ka home e ʻimi nei i kahi hoa hana, a i ʻole nā ​​​​mea e loaʻa ana i nā pilikia koʻikoʻi, ʻoi aku ma mua o 60 ka nui o nā hanana hana ʻino i hoʻomaka ma ka paepae hoʻokipa a i loko o kahi lumi hālāwai ninaninau.

ʻO ke ola ʻana a me ka loaʻa ʻana o kahi pilikia malihini kipa e koi ana i ʻelua pūʻulu akamai e pono e hana i ka manawa like: verbal and proxemic de-escalation (e hoʻohaʻahaʻa i ka adrenaline o ke kumuhana a me ka wela o ka naʻau no laila e koho lākou e haʻalele a noho maluhia paha) a me **tactical barrier a me ka hoʻokele laka ** (mālama ʻia kahi 2-mika / 6.5-foot activating button ma lalo o ke pihi paʻi paʻi puka. nā ʻōlelo hoʻoikaika kūloko e aʻo aku i nā limahana o ke keʻena hope, a me ka hoʻopau ʻana i nā limahana koʻikoʻi me ka ʻole o ka hoʻopaʻa ʻana i ka luna i loko o ka lumi). Hāʻawi kēia alakaʻi holoʻokoʻa i ka palekana o ka pākaukau mua, nā palapala hōʻemi waha, choreography hoʻopau pilikia nui, a me nā protocol laka wikiwiki.

E hana i kēia i kēia manawa

Inā komo ka malihini huhū, ʻuā, ʻona, a hoʻoweliweli paha a i ʻole kekahi limahana mua i kāu keʻena hoʻokipa, keʻena, a i ʻole ke keʻena lawelawe i kēia manawa, e hoʻokō koke i kēia mau ʻanuʻu ʻeono:

  1. E mālama i ka papa helu kino, aniani hoʻomalu, a i ʻole ka puka lobby i loko o waena o ʻoe a me ka malihini: Mai hoʻopuupuu i kahi malihini e hoʻonāukiuki ma o ka puka puka komo i loko o ke keʻena hope, a mai haʻalele i waho ma hope o ke keʻena hoʻokipa i ka puka hāmama e "hoʻomaha iā lākou." E mālama i ka liʻiliʻi liʻiliʻi 2 a 3 mika (6.5 a 10 kapuaʻi) o ka hoʻokaʻawale kino a mālama i ke ʻano pākaukau paʻa ma waena o kou mau kino.
  2. E hoʻomaka i ke pihi hoʻoweliweli haʻahaʻa ma lalo o ka pākaukau a i ʻole e hoʻouna i kahi leka hoʻopaʻa inoa i kahi hoa hana: Inā hoʻoweliweli ka malihini i ka hana ʻino, hōʻole ʻole e haʻalele, e koi ana e ʻike i kahi limahana i manaʻo ʻia (e like me ka hoa kaawale a i ʻole ka manakia nāna i puhi iā lākou), a i ʻole ka hōʻike ʻana i nā hōʻailona mea kaua, e kaomi i kāu leka uila ma lalo o ka pākaukau me ka ʻole o ka nānā ʻana i ka leka uila. kelepona hoʻopaneʻe i kekahi hoa hana hope e kelepona i nā mākaʻi.
  3. E hoʻopaʻa i kahi kuʻekuʻe wāwae ʻole me nā lima hāmama a ʻike ʻia ma ke kiʻekiʻe o ka umauma: E hoʻohuli iki i kou ʻōpū ma ka ʻaoʻao ʻaoʻao (he kihi ʻaoʻao 45-degere) no laila e hōʻike ʻoe i kahi pahuhopu liʻiliʻi a loaʻa kahi kumu paʻa e hele i hope. E mālama pono i kou mau lima mai loko aku o kāu ʻeke, hāmama, a hoʻomaha ma ka pūhaka a hiki i ka umauma ke kiʻekiʻe me nā lima i ʻoki iki ʻia i waho, he hōʻailona ʻole o ka waha ʻole o ka mālie i ka manawa like e pale ai i kou laina waena inā e lele a kiola ke kanaka i kahi mea ma luna o ka pākaukau.
  4. E hoʻokuʻu i kāu leo ​​leo a me ka cadence me ka hoʻohana ʻana i ke kānāwai "Low and Slow" de-escalation rule: Mai hoʻohālikelike i ka leo hoʻōho o ka malihini a mai hoʻohana i nā ʻōlelo kauoha hoʻāla e like me "Clm down," "Relax," a i ʻole *"Follow the rules." E hōʻoia i ko lākou manaʻo me ka ʻole o ka ʻae ʻana i nā koi palekana: "Ua hiki iaʻu ke ʻike i ka pilikia o kēia, a makemake wau e hoʻoponopono i kēia no ʻoe. E haʻi mai iaʻu i ka mea i hana ʻia."
  5. E hoʻokaʻawale i ke koena o ka wahi hana me ka "Soft Lockdown" ma mua o ka haki ʻana o ke kumuhana i ka lobby: E hoʻopaʻa mālie i kekahi hoa hana i nā puka āpau o loko e puka ana i waho o ka vestibule hoʻokipa, e hoʻoneʻe i ka limahana a i ʻole ka luna i hoʻopaʻa ʻia i kahi lumi palekana ma kahi papahele ʻē aʻe, a paʻa i nā puka elevator a me nā alapiʻi.
  6. E haʻalele i ka pākaukau a e haʻalele i kahi lumi paʻa i hope inā hoʻopaʻa ka malihini i ka counter a hōʻike paha i kahi mea kaua: ʻAʻole kāu hana e kiaʻi i ka waiwai a paʻa paha i kahi pākaukau no ka hoʻouka kino. I ka manawa e hoʻomaka ai ka mea pepehi kanaka e piʻi ma luna o ke keʻena hoʻokipa, hahau i ke aniani, a komo i loko o ka pūhaka a i ʻole ka ʻeke no ka mea kaua, e holo pololei ma ka puka hope o ke keʻena, e huki iā ia e pani i ka laka ʻakomi ma hope ou, e neʻe i waho o ka ʻike ʻana o kekahi aniani puka, a kāhea i kou wahi. helu pilikia (911 ma ʻAmelika Hui Pū ʻIa a me Kanada, 112 ma waena o ʻEulopa, 999 ma United Kingdom).

Mai lawe mai i kahi limahana i hoʻopaʻa ʻia i waho i ka lobby e 'kamaʻilio manaʻo' i kahi stalker a i ʻole hoa huhū huhū.

ʻO kekahi o nā hewa make loa i ka palekana o ka wahi hana i ka wā e hele mai ai kahi hoa hele, stalker, a i ʻole ex-partner obsessive i ke keʻena mua e koi ana e kamaʻilio me kahi limahana "no ʻelua mau minuke wale nō," a kāhea aku kahi mea hoʻokipa maikaʻi i ka limahana i ka lobby e hoʻoholo i ke ʻano. ʻO ke kahe ʻana o ka hana ʻino i loko o ka wahi hana ke kumu nui o ka pepehi kanaka ma kahi hana. Mai hōʻoia inā aia ka limahana i loko o ka hale, e hoʻopaʻa i ka puka komo, e hoʻoneʻe koke i ka limahana i kahi lumi palekana, a kāhea aku i nā mākaʻi.

ʻO ka lāʻau hoʻoholo hoʻoholo no ka malihini kipa a me ka hoʻopau ʻana

E hoʻohana i kēia lāʻau hoʻoholo hana e loiloi i ka piʻi ʻana o kahi malihini kipa a limahana paha, e hoʻohana i ka de-escalation waha, a i ʻole e hoʻololi koke i ka laka paʻa a me ka hoʻokō kānāwai.

flowchart TD
    Start["Hōʻea ka malihini i hoʻopilikia ʻia a i ʻole nā ​​limahana ma mua i kahi hana"] --> Level{"1. E loiloi i ka piʻi ʻana o ke ʻano"}
    Level -->|"Ka Papa 1: Manaʻo hopohopo / Pacing / Kuʻu / Koi ʻana i nā pane"| Empathy["E mālama i ka 2m (6.5ft) Counter Distance; Hāʻawi i ka wai a noho paha; E hoʻolohe pono me ka hoʻopau ʻole"]
    Level -->|"Ka Papa 2: Ka Ho'ōho ʻŌlelo / Hoʻōho / Kūkākūkā / Kūʻai Kūʻē"| LowSlow["Paʻa ka puka; E ho'āla i ka makaʻala hāmau i ka palekana; ʻŌlelo haʻahaʻa & mālie; Hāʻawi i ʻelua mau koho palekana"]
    Level -->|"'anuʻu 3: Hoʻoweliweli pololei / hoa hoʻopaʻapaʻa / hōʻole e haʻalele / hōʻailona mea kaua"| Lockdown["E ho'ā i ke pihi Silent Panic; Hoʻi hope ma hope o ka puka komo paʻa; E hoʻomaka i ka laka hale"]
    Empathy --> Resolved{"2. Ua mālie anei ka malihini a ʻae i ke kōkua?"}
    Resolved -->|"ʻAe: Hoʻopau ʻia"| ResolveTask["Noi kaʻina hana ma ka pukaaniani a i ʻole ma kahi o ka Lobby Public Escorted wale nō"]
    Resolved -->|"ʻAʻole: Piʻi aʻe i ka walaʻau ʻana"| LowSlow
    LowSlow --> ChoiceCheck{"3. ʻAe ka malihini i ke koho (e laʻa."}
    ChoiceCheck -->|"ʻAe: ʻAe i ka palena"| ResolveTask
    ChoiceCheck -->|"ʻAʻole: Hoʻomaka ma ke kūʻē a hoʻoweliweli paha i ka pōʻino"| Lockdown
    Lockdown --> Call911["4. E kelepona iā 911 / 112 / 999 mai Secure Back Room; Hāʻawi i ka ʻōlelo hoʻohuoi, kahi, a me ke kuhikuhi puka"]

ʻO nā ʻanuʻu 4 o ka piʻi piʻi ʻana o ka pilikia a me nā hana a nā limahana e pili ana

Wahi a nā hiʻohiʻona hoʻohālikelike pilikia i hoʻomohala ʻia e ka Crisis Prevention Institute (CPI), ka UK Health and Safety Executive (HSE), a me ka FBI Behavioral Analysis Unit, ʻaʻole hiki ke hana ʻino i nā wahi hana. Kokoke kēlā me kēia malihini kipa e piʻi i kahi ** ʻehā-pae physiological escalation alapiʻi **. ʻO ka hoʻohana ʻana i ka pane limahana hewa i ka pae hewa e ninini i ka wahie i ke ahi.

Ka Papa Piʻi Nā hōʻailona kino a me ka leo i ʻike ʻia Ke kūlana kino o ka malihini Hoʻopololei i ka hoʻolālā pane a nā limahana ʻO nā hewa make e pale aku ai
1. ʻO ka hopohopo / ka haʻalulu ʻO ka holo ʻana i ka lobby, wīwī lima, nānā ikaika, kanikau kaumaha, ʻōlelo wikiwiki, hoʻoluhi hou ʻana i ka nīnau hoʻokahi. Hoʻomaka ka adrenaline e piʻi; prefrontal cortex (logical reasoning) ke hoʻohana mau nei nō naʻe he haiki Kakoʻo & Empathetic: Hāʻawi i ka manaʻo maopopo, mahalo; e hoʻopau i ka kali ʻole; wehewehe i kāu mea * hiki * ke hana ma mua o ka haʻi ʻana i nā lula ʻoihana Ke nānā ʻole nei iā lākou ma ka pākaukau, e nānā ana i ka pale o kāu kamepiula me ka ʻōlelo ʻana iā lākou e "noho i kahi noho," a i ʻole ka hoʻohana ʻana i kahi leo hoʻokuʻu.
2. Kūleʻa / Hoʻopuka waha Hoʻokiʻekiʻe ʻia ka leo, hoʻohiki ʻino, kuhikuhi manamana lima, ʻulaʻula ka maka, paʻi pepa ma ka pākaukau, koi koke i ka Luna Nui a i ʻole ka luna. Ke piʻi nei ka ʻōnaehana hoʻoluhi aloha ("fight-or-flight"); hoʻopilikia ʻia ka hana kūpono e 60 a 80 pakeneka; e ʻimi ana i kahi pahuhopu e hewa ai Directive & De-escalating: Hoʻi hope 2 mika (6.5 kapuaʻi); e hoʻopaʻa i waena o ʻoukou; e ʻae i ka 30 a i ka 45 kekona o ka hoʻokuʻu ʻia ʻana e hoʻokahe i ka mahu; hoʻonoho i nā koho mālie a maʻalahi 'Ōlelo iā lākou e *"ʻoluʻolu," * hoʻopaʻapaʻa e pili ana i nā ʻoiaʻiʻo, hoʻoweliweli e kāhea i ka palekana me ka leo nui (ʻo ia ka mea e aʻa iā lākou e hana ma mua o ka hiki ʻana mai o nā mākaʻi), a i ʻole ke komo ʻana i ko lākou wahi pilikino
3. Hoʻoweliweli kino / hoʻouka mua Wehe i ka ʻaʻahu a i ʻole ʻeke ʻeke, ʻo ka lima lima, ka wāwae e like me ka pahu pahu, ka nānā ʻana ma mua o kou mau maka, ke aniani kuʻi, hiki i ka pūhaka. ʻO ka hao amygdala piha; kiʻekiʻe adrenaline; ʻike maka a me ka hoʻokaʻawale ʻana i ka auditory; hoʻopaʻi kino i loko o 2 a 5 kekona **Hoʻokuʻu a me ka Paʻa Paʻa **: E kaomi koke i ke pihi weliweli; e oki i ke kamaʻilio ʻana a e hoʻi pololei ma ka puka o loko i paʻa i waho o ka ʻike; kelepona 911 / 112 / 999 Ke noho nei ma ke keena hookipa me ka manao e hoopau i ka olelo, huli i kou kua i ka hele malie ana, a i ole e hoao ana e hopu kino i ko lakou lima.
4. Hoʻemi ʻia ka hoʻopaʻapaʻa (Post-Outburst) Poʻohiwi poʻohiwi, hanu kaumaha, uē, kalahala, huikau, a i ʻole luhi koke ma hope o ka hoʻokuʻu ʻana a i ʻole ke kiola ʻana i kahi mea. Paʻi adrenaline; hoʻi mālie ka hana cognitive; hilahila a makaʻu paha i nā hopena mākaʻi Mālama Palena Makaʻala: E hoʻopaʻa i ka pale kino ma waena o ʻoukou; e hāʻawi i kahi ala puka maikaʻi ("No ke aha ʻoe e hele ʻole ai i waho no ka ea hou a nānā mākou i kēia") ʻoiai e pane ana nā mākaʻi Wehe i ka puka o ka lobby e hōʻoluʻolu iā lākou a i ʻole e hoʻokuʻu i kou kiaʻi i lalo (e ulu pinepine nā lua ahi inā manaʻo lākou he kihi)

ʻO ka hoʻopaʻa ʻana i ka verbal de-escalation master: ka mea e ʻōlelo ai a me ka mea ʻaʻole e ʻōlelo

Ke hoʻopiha ʻia ka lolo o ka malihini kipa i ka cortisol a me adrenaline, ʻaʻole hiki iā lākou ke hoʻoponopono i nā ʻōlelo lōʻihi a paʻakikī e pili ana i ke kulekele ʻoihana, a ua pane mua lākou i kou kū kino, leo leo, a me ka manaʻo hōʻoia.

ʻO nā huaʻōlelo ʻawaʻawa 5 e hoʻonui koke i kahi malihini huhū (A he aha ka mea e ʻōlelo ai)

  1. Mai ʻōlelo: "Pono ʻoe e hoʻomaha" a i ʻole "Hoʻomaha":
  2. No ke aha i hāʻule ʻole ai: Ma ka mōʻaukala holoʻokoʻa o ka hakakā kanaka, ʻo ka haʻi ʻana i kahi kanaka huhū e "hoʻomaha" ʻaʻole i hoʻomaha i kekahi. Hoʻopau ia i ko lākou ʻōhumu, hōʻoia i ka mana ma luna o ko lākou mau manaʻo, a hoʻoweliweli i ko lākou haʻaheo.
  3. E haʻi aku i kēia: **"Ua hiki iaʻu ke lohe i ke koʻikoʻi o kēia, a makemake wau e hōʻoia i ka loaʻa ʻana o nā kikoʻī āpau.
  4. Mai ʻōlelo: "ʻO ia kā mākou kulekele" a i ʻole "ʻAʻohe mea hiki iaʻu ke hana":
  5. No ke aha i hāʻule ʻole ai: ʻO ka haʻi ʻana aku i kahi kanaka manaʻoʻiʻo a ʻehaʻeha paha ua paʻi lākou i ka pā pōhaku o ke kōkua ʻole e hoʻoulu i ka huhū pahū no ka mea manaʻo lākou ʻaʻohe mea i koe e nalowale.
  6. E ʻōlelo i kēia: "Eia kaʻu mea hiki ke hana iā ʻoe i kēia manawa.." E pivot mau mai ka mea hiki ʻole ke hana i kahi ʻanuʻu paʻa, hana koke (ʻoiai inā e hoʻopiha ana kēlā hana i kahi palapala loiloi wikiwiki a i ʻole ke kiʻi ʻana i kahi luna kiʻekiʻe ma ke kelepona kelepona).
  7. Mai ʻōlelo: "Ua ʻike au i kou manaʻo":
  8. No ke aha i hāʻule ai: ʻO kahi limahana i hoʻopau ʻia a i ʻole ka mea kūʻai aku i nalowale i kā lākou mau pōmaikaʻi e hoʻihoʻi koke: *"ʻAʻole.
  9. E haʻi aku i kēia: "Inā wau i loko o kou kāmaʻa e pili ana i kēia lohi, e huhū pū wau."
  10. Mai ʻōlelo: "Inā ʻaʻole ʻoe e hoʻōki i ka ʻuā ʻana, ke kāhea nei au i nā mākaʻi / palekana":
  11. *No ke aha i hāʻule ʻole ai: ʻO ka hoʻohana ʻana i ka mākaʻi ma ke ʻano he bluff waha a i ʻole ultimatum e hoʻokumu i ka uaki i ka noʻonoʻo o ka mea hana ʻino: inā manaʻo lākou e hana ʻino a uhaʻi paha i kekahi mea, ua haʻi wale ʻoe iā lākou he 3 mau minuke e hoʻouka ai ma mua o ka hōʻea ʻana o nā luna.
  12. Rule: Inā makemake ʻoe i ka palekana a i ʻole nā ​​mākaʻi, e kāhea iā lākou me ka leo ʻole ma ke pihi panic, ka leka uila i hoʻopaʻa ʻia, a i ʻole ke kelepona ʻana i hope, mai hoʻolaha ʻoe he mea hoʻoweliweli ke ʻole ʻoe e noho maluhia ana ma hope o kahi puka paʻa paʻa (e like me ka haʻihaʻi hale).
  13. Mai hoʻopau i ka 45 kekona mua o ka ʻōlelo hoʻomāinoino:
  14. Inā ʻaʻole e hele kino ke kanaka i ka pale pale, e ʻōlelo ʻo ia me ka hoʻokuʻu ʻole ʻia no 30 a 45 kekona ʻoiai ʻoe e kunou liʻiliʻi a mālama i kahi ʻōlelo mālie a kū ʻole. Pono ka hakakā ʻana i ʻelua mau mea komo e hoʻokuʻi ana kekahi i kekahi; i ka wā e hālāwai ai ka mea hoʻōho huhū me ke kūʻē waha ʻole, hoʻopau koke lākou i ka hanu a hoʻomaha, hāʻawi iā ʻoe i ka wehe e ʻōlelo mālie.

ʻO ka "Illusion of Control" ma o ʻelua mau koho palekana

Piʻi ka poʻe i loko o ka pilikia i ka hana ʻino i ka wā e manaʻo ai lākou i ke kihi a hemo ʻia ka mana kūʻokoʻa. Hiki iā ʻoe ke hoʻihoʻi i ko lākou manaʻo o ka mana noʻonoʻo i ka wā e alakaʻi ana iā lākou i kahi palekana ma ka hāʻawi ʻana i ʻelua koho ʻae ʻia:

  • "Makemake paha ʻoe e noho i lalo ma kēlā mau noho lobby a kāhea wau i ke poʻo o ka ʻoihana ma ke kelepona kelepona, a i ʻole ʻoe e kākau i kāu ʻōlelo kikoʻī ma kēia palapala piʻi wikiwiki i hiki iaʻu ke hāʻawi lima i kēia manawa?"
  • "ʻAʻole hiki iā mākou ke hoʻoholo i ka like ʻole o ka uku uku ma ka puka aniani mua, no laila makemake ʻoe i ka Luna Hoʻokele HR e kelepona i kāu kelepona i loko o 10 mau minuke ke kali ʻoe ma ka hale kūʻai kope ma lalo, a i ʻole e leka uila iā lākou i ka haʻihaʻi iā ʻoe i kēia ahiahi?"

E hoʻomaopopo i ka hoʻoneʻe ʻana o nā koho ʻelua i ke kumuhana mai ka counter a i ʻole i waho o ka hale me ka ʻae ʻana iā lākou e koho i ke ʻano o ka hana.

ʻO ka ʻenekinia pākaukau hoʻokipa, nā pihi panic, a me nā protocol duress coded

ʻAʻole pono e hoʻonoho ʻia kekahi limahana ma kahi pākaukau i mua o ka lehulehu me ka ʻole o nā pale kino i hana ʻia a me nā ala kamaʻilio leo e hiki ai iā lākou ke kiʻi i ke kōkua me ka ʻike ʻole o ka malihini.

Geometry kino o kahi pākaukau hoʻokipa palekana

ʻOiai i loko o kahi ʻoihana hoʻokipa a i ʻole keʻena lapaʻau i loaʻa ʻole nā pā polycarbonate ("bandit glass") kūʻokoʻa i ka pōkā, pale ka hoʻonohonoho spatial maʻalahi i ka 90 pākēneka o nā hoʻouka ʻana i ke kino.

  1. Ka hohonu a me ke kiʻekiʻe o ka helu helu: Pono ke kiʻekiʻe ma kahi o 110 kenimika (43 iniha) ke kiʻekiʻe ma ka ʻaoʻao malihini me kahi papa kūʻai hohonu ma luna ma lalo o 75 a 90 kenimika (30 a 36 ʻīniha) ākea mai mua a hope. Kāohi kēia i ke kanaka makua maʻamau mai ka hilinaʻi ʻana ma luna o ke kuʻekuʻe e hopu i ke kola o ka mea hoʻokipa a i ʻole ka nānā kamepiula.
  2. Hoʻopau i nā projectiles papapihi āpau ("Clean Counter Rule"): E nānā i ka piko o kāu pākaukau hoʻokipa mai ka manaʻo o ka malihini i kēia manawa. ʻO nā metala koʻikoʻi, nā ʻoki, nā mea wehe leka, nā kīʻaha kīʻaha aniani, nā ʻāpana lipine kaumaha, nā kīʻaha kofe seramika, a me nā mea nānā LCD ʻole ʻole he mau bludgeons a hoʻolei i nā mea kaua ma ka lima o kahi malihini huhū. E mālama i nā mea hana ʻoi a me nā mea kaumaha i loko o nā pahu huki ma ka ʻaoʻao o ke koʻokoʻo ma lalo o ka lehelehe kūʻai, e hoʻopaʻa i nā kiaʻi kamepiula i nā puʻu paʻa kaumaha, a e hoʻohana i nā kīʻaha pepa no ka wai ma ke keʻena.
  3. E mālama mau i ka puka puka pakele hope ʻole: Pono ka noho o ka mea hoʻokipa e noho pololei i mua o, a i ʻole he laina holo pololei, 2-kekona a hiki i, kahi kī paʻa puka keʻena hope i hoʻolako ʻia me kahi kī pani ʻakomi ponoʻī a ʻaʻohe panel aniani (a i ʻole ke aniani palekana uea/laminated). Mai ʻae i nā pahu, nā kaʻa kaʻa, a i ʻole nā ​​noho ʻē aʻe e ālai i ke ala ma waena o ka pākaukau mua a me ka puka hoʻi o ke keʻena hope.
  4. Hoʻokuʻu ʻia ka puka puka mānekini ("Buzz-In" switch): Pono e paʻa ka puka komo i loko o ka lumi hana i nā manawa a pau me ka paʻi uila a i ʻole ka mag-lock i hoʻomalu ʻia e kahi pihi ma ke keʻena hoʻokipa. Mai wehe i kēia puka no ka maʻalahi.

Nā pihi makaʻu haʻahaʻa a me nā huaʻōlelo paʻa waha

Ke kū nei kekahi kanaka koʻikoʻi a paʻa paha i 2 mika (6.5 kapuaʻi) i mua ou e nānā ana i kou mau lima, e ʻohi ana i ke kelepona me ka ʻōlelo ʻana *"Aloha, 911, aia kahi kanaka pupule ma ka papa mua" * hiki ke hoʻouka koke i ka hoʻouka kaua. E hoʻohana i kahi ʻōnaehana makaʻala hāmau papa:

  1. Pihi panic paʻa a i ʻole uea ma lalo o ka pākaukau:
  2. E ʻike i ka wahi kikoʻī a me ka mīkini hoʻāla ʻana o kāu pihi duress ma lalo o ka pākaukau (ʻo ka hapa nui e hoʻohana i ka pihi manamana lima ʻelua i hoʻopaʻa ʻia ma ka ʻaoʻao lalo o ka pūnāwai no laila ʻaʻole hiki iā ʻoe ke kuʻi me kou kuli, akā hiki iā ʻoe ke kaomi mālie me ka hoʻohālike ʻana e kiʻi i kahi peni a kīwī paha).
  3. E ʻike i kahi e hele ai ka hōʻailona: E kani paha ia i ka Central Station Monitoring (nāna e kāhea aku i nā mākaʻi), makaʻala ma ka Pūnaewele Palekana hale, a i ʻole ke kani ʻana i kahi strobe kūloko ma ke keʻena hope?
  4. Polokepili papapihi / kīpē kīpē panic makaʻala:
  5. Nui nā keʻena e hoʻohana ana i ka lako polokalamu silent duress e pili ana i ka lolouila (kahi e kaomi ana i kahi hui pū ʻekolu kī like Ctrl + Shift + F12 a i ʻole ke kaomi ʻana i kahi kiʻiona papapihi e pahū koke i kahi makaʻala pop-up me kou wahi lumi kikoʻī i kēlā me kēia pale kamepiula o ka hale a me ka hoʻokele kikokikona).
  6. Ke Code Verbal Duress i hoʻonohonoho mua ʻia ("The Red File Folder"):
  7. ʻO kēlā me kēia wahi hana, ʻaʻohe mea liʻiliʻi, pono e hoʻokumu i kahi huaʻōlelo kamaʻilio kamaʻilio i ʻike ʻia e nā limahana āpau ʻo ia hoʻi: "Ke kū nei au i mua o kahi kanaka pōʻino i kēia manawa; laka i kou mau puka a kāhea koke iā 911 me ka nīnau ʻole mai iaʻu."
  8. Pehea e hana ai: Lawe ka mea hookipa i ke kelepona o loko, kaila aku i kekahi hoa hana ma ke keena hope, a olelo malie me ka leo o ka lawelawe lawelawe ana: **"Aloha Sarah, hiki anei ia oe ke lawe mai i ka waihona waihona Ulaula no Mr. Miller ma ke keena mua?"
  9. Lohe ka hoa hana ma kēlā ʻaoʻao i ka "Red File Folder," pane * "I kēia manawa," * kau i luna, hoʻopaʻa i nā puka o loko, hoʻomaopopo i ka papahele i kahi e noho ai, a kāwele iā 911 / 112 / 999 i ka wā e nānā ana i ka hānai pahu pahu palekana.

ʻO ka hoʻopau ʻana o nā limahana a me nā hālāwai hoʻopaʻi: ka hoʻolālā lumi hoʻolālā

Wahi a nā helu helu hana ʻino mai ka US Occupational Safety and Health Administration (OSHA) a me ka FBI, ** ka hoʻopau ʻana o nā limahana, ka hoʻokuʻu ʻia ʻana, a me nā hoʻopaʻi hoʻopaʻi koʻikoʻi ** ʻo ia ka hanana kūloko kiʻekiʻe loa no ka pepehi kanaka a me ka hoʻouka kaua ma kahi hana. Ke hoʻopau ʻia kahi limahana me ka moʻolelo o nā ʻōhumu, hoʻoweliweli, ʻimi ʻana, a i ʻole ka hāʻule ʻana o ke kālā pilikino pilikino, ʻaʻole pono e alakaʻi ʻo HR a me ka hoʻokele i ka hālāwai ma kahi keʻena o ke kihi hope.

Nā lula 7 no ka hana ʻana i kahi hoʻopau pilikia nui me ka palekana

  1. Koho Rumi: E hoʻohana i kahi lumi papa-lalo ma kahi kokoke i ka puka waho:
  2. Mai lawe i kahi limahana e kokoke ana e kipakuia i ka papahele 4 o ka hale a i ʻole i loko o ke keʻena pilikino o kahi luna, e koi ana iā lākou e hele i kahi "hele o ka hilahila" hoʻohaʻahaʻa ma mua o nā mau hoa hana ma hope (a i ʻole e hāʻawi iā lākou i ke komo ʻana i nā keʻena o nā luna i manaʻo ʻia).
  3. E alakaʻi i ka hālāwai ma kahi lumi hālāwai kūʻokoʻa e kū pono ana ma ka ʻaoʻao o ka lobby nui a i ʻole kahi puka i waho o ka papahele i hiki i ke kanaka ke hele pololei i waho i kā lākou kaʻa i 10 kekona me ka hanohano a me ka liʻiliʻi pili.
  4. Tactical Seating Geometry: Mai ʻae i ka limahana e noho ma waena ou a me ka puka:
  5. ʻO kēia ke kānāwai koʻikoʻi o ke ola ʻana i nā hālāwai hoʻopau, ʻōlelo aʻoaʻo olakino, a me nā nīnauele hana kaiaulu.
  6. ** Pono e noho mau ʻo Management / HR ma nā noho kokoke loa i ka puka puka , me kahi ala ʻole i keakea ʻia i ka lima. Noho ka limahana e hoʻopau ʻia ma ka ʻaoʻao o ka pākaukau ** mamao loa mai ka puka (a i ʻole i loko o kahi lumi me nā puka ʻelua, kahi e hoʻihoʻi ai ka hoʻokele i ka puka kūloko pilikino a noho ka limahana ma kahi kokoke i ka puka puka puka waho).
  7. Mai noho ma hope o kahi pākaukau kaumaha e pahele ana i kou mau wāwae inā pono ʻoe e kū i luna a puka wikiwiki.
  8. E hoʻopau i ka IT, Ke kūkulu ʻana i nā kāleka kī, a me ke komo mamao 5 mau minuke ma mua o ka hoʻomaka ʻana o ka hālāwai:
  9. E hui pū me ka IT a me ka Palekana Hale i hoʻopau ʻia ka hōʻailona puka uila o ka limahana, ka puka kaʻa kaʻa, ka leka uila, VPN, a me nā hōʻoia o ka server hoʻokele ** i ka minuke pololei a lākou e noho ai i loko o ka lumi kūkā**, ʻaʻole hoʻokahi hola ma hope o ko lākou haʻalele ʻana i ka hale.
  10. Mai hana i kahi hoʻopau pilikia kiʻekiʻe wale nō (The Rule-Person Two):
  11. Loaʻa i ʻelua mau ʻelele e hele mai (e laʻa, ka luna kuhikuhi a i ʻole ka luna ʻoihana a me kahi hoa HR), me ka Hale Palekana a i ʻole kekahi loea pale lole maʻemaʻe e kū mālie ana ma waho o ke alahele pili i waho o ka ʻike.
  12. Pre-Pack or Post-Ship Personal Desk Belongs:
  13. Mai ʻae aku i kahi limahana i hoʻopau ʻia e hoʻihoʻi i kā lākou cubicle a i ʻole ka laka i mālama ʻole ʻia e hoʻopaʻa i kā lākou pākaukau, kahi manawa e hopu ai lākou i kahi mea kaua huna mai kahi ʻeke, nā mea hana sabotage, a i ʻole nā ​​hoa hana i hōʻike iā lākou.
  14. Akā, e haʻi mālie iā lākou: "I mea e maʻalahi ai nā mea iā ʻoe i kēia lā, e hoʻopaʻa maikaʻi ʻia kāu mau mea ponoʻī mai kāu pākaukau a hoʻouna ʻia i kou home e ka ʻelele ma ke kakahiaka ʻapōpō (a i ʻole e lawe ʻia i waho i ka pākaukau lobby no ʻoe i loko o 5 mau minuke)."
  15. Mālama i ka hoʻopau ʻana i ka hoʻouna pōkole, hope, a me ka nānā ʻana i mua (Ma lalo o 10 mau minuke):
  16. Mai hoʻopaʻapaʻa hou i nā mahina o nā hoʻopaʻapaʻa i hala, kūʻai aku i nā hōʻino pilikino, a i ʻole hoʻopaʻapaʻa i ka hoʻokolokolo. E hōʻike akaka ua hoʻoholo ʻia a ʻo ka hope loa, e hāʻawi i ka ʻeke hoʻokaʻawale i kākau ʻia/cobra/hope loa no laila e neʻe ko lākou manaʻo i ka logistics, a hoʻopau koke i ka hālāwai.
  17. Ma hope o ka hoʻopau ʻana i ka Paʻa Paʻa Paʻa ("BOLO" Protocol):
  18. Nui nā hoʻouka kaua a nā limahana i hoʻopau ʻia ʻaʻole i ka wā o ka hālāwai ponoʻī, akā 2 hola ma hope a i ke kakahiaka aʻe ke hoʻi mai ke kanaka mai ka home a i ʻole kā lākou kaʻa ma hope o ka haʻi ʻana.
  19. Hāʻawi koke i nā mea hoʻokipa a me nā kiaʻi kiaʻi me kahi kiʻi maopopo, ka hana kaʻa/model/palapala laikini, a me nā ʻōlelo kuhikuhi koʻikoʻi ʻaʻole ʻae ʻia ka mea hana mua i loko o nā puka komo** ma nā ʻano a pau, a pono e kāhea ʻia nā mākaʻi inā komo kā lākou kaʻa i ke kahua kaʻa.

E mālama pono i nā kauoha hoʻomalu hoʻomāinoino home (Restraining Orders) ma ka hana

E paipai i nā limahana i loaʻa i ka Civil Protection Order, Restraining Order, a i ʻole Non-Molestation Order e kūʻē i kekahi hoa hana hoʻomāinoino a stalker paha e haʻi huna i ka HR a me ka palekana o ka papa mua. Ke ʻike ka mea hoʻomāinoino i kahi e hana ai, ʻo ka wahi hana wale nō kahi e hōʻoiaʻiʻo ʻia ai ka mea i hōʻeha ʻia i ka manawa wānana i kēlā me kēia lā. E hoʻolako i ka pākaukau mua me ke kiʻi o ka mea hoʻomāinoino, e hoʻoneʻe i kahi keʻena hana o ka limahana mai nā puka makani o ka papahele a i ʻole nā ​​helu helu lehulehu, a hoʻonohonoho i kahi alakaʻi palekana i kā lākou kaʻa.

Ke hoʻokō nei i kahi Laka Paʻa Paʻa Paʻa ʻElua

Ke hōʻole ka malihini kipa e haʻalele i ka lobby, hoʻoweliweli e hoʻi mai me kahi mea kaua, a i ʻole e hoʻāʻo e hoʻoikaika i ke komo ʻana ma nā puka hoʻokipa, pono e hoʻololi koke ka hui mai ka de-escalation hoʻokahi a i ka hoʻopaʻa kino ākea. Hoʻokaʻawale nā ​​keʻena hoʻokele ulia pōpilikia i nā laka o ka wahi hana i ʻelua papa hana ʻokoʻa:

Papa Laka Hoʻomaka ʻana i ke kūlana Nā hana koke ma ka hoʻokipa ʻana a me ka perimeter Nā hana koke no nā limahana Kalaiaina
Paʻa 1: Paʻa Paʻa ("Pūnaewele Paʻa / Wahi-ma-Place") ʻO ka mea hana mua, stalker, a i ʻole ka mea kūʻē kūʻē e lele ana ma waho o ke kahua kaʻa, e hoʻōho ana i loko o ka puka waho, a i ʻole e hoʻoweliweli waha ma ke kelepona me ka ʻole o ka haki ʻana. E laka i nā puka hale o waho a hoʻopau i nā mea ʻike puka hoʻoheheʻe ʻakomi; e hoʻopaʻa i nā hoʻouna a pau a me nā malihini i waho; hoʻi ka mea hoʻokipa mai ka puka aniani puka aniani i loko o ke keʻena paʻa i hope Ke hoʻomau mālie nei ka hana o loko mai nā puka makani o ka papahele; ʻaʻole ʻae ʻia nā limahana e puka i loko o ka lobby a i ʻole kahi kaʻa; hoʻoneʻe ʻia ka limahana i hoʻopaʻa ʻia i ke keʻena kumu o ka papahele ma luna aʻe e pane ana nā mākaʻi
Paʻa 2: Paʻa Paʻa ("Hoʻoweliweli Aʻe / Holo-Hana-Kauka") Hōʻike ka malihini kipa i ka pū a i ʻole ka mea kaua, e uhaʻi i ke aniani hoʻokipa, e hoʻopaʻa i ka counter i loko o ka lumi hana, a i ʻole e koi i ka puka o waho e wehe. Haʻalele koke ka mea hoʻokipa i ka pākaukau mua ma ka puka hope hope; e hoʻoulu i ka alarm panic leo a me ka mākaʻikaʻi PA / kikokikona ākea ākea; kelepona 911 / 112 / 999 me ka nānā ʻana i ka poʻe kānalua Holo koke nā limahana ma nā puka waho (Holo); ʻO nā limahana hiki ʻole ke puka me ka palekana e hoʻi i loko o nā keʻena kūloko, laka a wili i nā puka koʻikoʻi, hoʻopau i nā kukui, hāmau kelepona, a me ka malu ma hope o ka ballistic paʻa a i ʻole ka uhi ʻana (Hūna)

Nā palapala ma hope o nā hanana a me ka loiloi hoʻoweliweli

ʻOiai inā hele ka malihini kipa a hoʻopau ʻia paha i waho o ke keʻena me ka hana ʻole i ka hana ʻino kino, mai hoʻopau i ka mea i hana ʻia e like me "he mea puhi wale i ka mahu."

  1. Mālama koke i ka wikiō CCTV a me nā moʻo leo leo i loko o ka hale: E hoʻokuʻu aku a mālama i nā kiʻi wikiō wehewehe kiʻekiʻe mai ka pahupaʻikiʻi hoʻokipa, pahu pahu pahu laikini kaʻa, a me ka hoʻopaʻa leo intercom ma mua o ke kākau ʻana o ka ʻōnaehana i kāna loop loop 7-lā.
  2. Kākau i ka mooolelo hua'ōlelo like ʻole i loko o 30 minuke: E kākau i nā huaʻōlelo pololei a ka malihini i hoʻohana ai, ʻoi aku ka nui o nā ** kūlana a i ʻole hoʻoweliweli pololei ** (e like me "ʻAʻole ʻoe i ʻike i ka hope oʻu," "Ua ʻike wau i kou haʻalele ʻana i ka hana," a i ʻole "E wela ana kēia hale"), ka wehewehe ʻana i kā lākou lole, a me ka helu o ka laikini kaʻa.
  3. E hoʻouna i kahi hōʻike mākaʻi a me kahi leka hoʻomaopopo hewa i ka wahi hana kīwila: Hiki i nā luna kānāwai ke lawelawe i kēlā me kēia me ka Criminal Trespass Warning, kahi e hoʻihoʻi kino ai i ka waiwai a i ʻole ka hale kaʻa i hewa hiki ke hopu ʻia ma mua o ka hiki ʻana i ka puka mua.

Nīnau pinepine

What is the single most important physical rule when dealing with an angry visitor at a reception desk?

Never buzz an agitated visitor through the locked interior lobby door, and never step out from behind the reception counter into the open lobby to speak with them. Keeping the physical counter (at least 2 meters / 6.5 feet of distance) or locked security door between your body and the visitor prevents sudden lunges or grabs and gives you the 3-second buffer needed to step backward through the rear office door if the person escalates to violence.

Why should you never tell an angry customer or visitor to 'calm down'?

Telling an enraged or panicked person to "calm down" or "relax" almost always causes them to explode into louder aggression because they perceive the command as patronizing, dismissive of their grievance, and an attempt to dominate them. Instead, lower your own voice to half their volume and ask them to speak slightly slower so you can write down their exact concern accurately, which mechanically forces their breathing and speech cadence to slow down while showing them respect.

How can a receptionist call for help if an aggressive person is standing right in front of the desk watching them?

Every front desk should have both a silent physical panic button mounted underneath the desk edge and a pre-arranged conversational verbal duress code known to all staff. If you cannot reach a panic button, pick up the internal telephone, call a coworker in the back office, and use a normal, polite sentence containing the code phrase, such as "Hi Mark, could you bring the Red File Folder to the front desk for Mr. Smith?" The coworker immediately knows to lock the interior doors and dial 911 / 112 / 999 without alerting the visitor.

Where should managers sit during a high-risk employee termination meeting?

Managers and HR staff must always sit in the chairs closest to the exit door with an unobstructed path to the door handle, while the employee being terminated sits on the side of the table farthest from the door. Never allow a potentially volatile employee to sit between you and the only exit out of the room, and never conduct a high-risk termination in a deep interior office far from the building's exterior exit.

What should front-desk staff do if a visitor demands to see an employee who is their estranged spouse or partner?

Never bring the employee out to the lobby, and never confirm whether the employee is even working that day or inside the building. Keep the interior access door locked, politely tell the visitor that the person is unavailable, use a silent alert to move the targeted employee to a locked room on an upper floor, and notify building security or police immediately, especially if a restraining order is in place.

What are the physical warning signs that a shouting visitor is about to transition into a physical attack?

Immediate pre-attack indicators include: taking off a jacket, hat, or backpack ("shedding gear" to fight); clenching fists or wrapping fingers around a heavy desk object; shifting their feet into a staggered boxer's stance; staring *through* you rather than at your eyes (the "thousand-yard stare" of an adrenaline dump); repetitive target glancing at your face or the door lock; or reaching repeatedly toward a waistband or pocket. If you see any of these signs, stop talking and retreat immediately behind a locked door.

Nānā ʻia nā kumu

  • ʻO ka hoʻomalu palekana a me ke ola olakino (OSHA / US Department of Labor, United States): Nā alakaʻi no ka pale ʻana i ka hana ʻino i kahi hana no ka mālama ola kino, lawelawe kaiāulu, a me nā limahana kūʻai aku i ka pō.
  • Federal Bureau of Investigation (FBI Behavioral Analysis Unit, United States): *Ke Kāohi Hana ʻino ma kahi o ka hana, ka loiloi hoʻoweliweli, a me ka mālama ʻana i ka limahana i hōʻeha ʻia a i ʻole ka malihini.
  • Cybersecurity and Infrastructure Security Agency (CISA / DHS, ʻAmelika Hui Pū ʻIa): *De-Escalation Series: E ʻike, E loiloi, a e hoʻemi i nā mea hoʻoweliweli kūpono ma ka paepae hoʻokipa.
  • Luna Hoʻokele Ola a palekana (HSE, United Kingdom): Hoʻomāinoino ma ka hana: He alakaʻi no ka poʻe hana ma ka pale ʻana i nā limahana o ka laina mua, nā pale kino, a me nā puʻupuʻu weliweli.
  • Crisis Prevention Institute (CPI, International): Nonviolent Crisis Intervention: The Crisis Development Model and Verbal Escalation Continuum.
  • Kanaka Center for Occupational Health and Safety (CCOHS, Canada): Hoʻomāinoino ma ke Keʻena Papa Hana Hana a me ka Hana Hoʻokahi / Hoʻokipa Kūleʻa Palekana.

Nā alakaʻi pili