Skip to content

Ditekesha dia tshiji tshia benyi ne bukubi bua diakidila

Nomba ya malu a tshimpitshimpi idi mishilangane bilondeshile ditunga. Dibeji edi didi dienza mudimu ne 911, nomba wa ditunga dia États-Unis ne dia Canada. Matunga makuabu a bungi adi ne nomba wa 112, 999 anyi nomba mukuabu. Keba nomba wa ditunga dienu.

Bibambalu bia kuakidila bantu ku mudimu, madidishi a lupitadi, bibambalu bia midimu ya mu tshimenga, biro bia kumpala kua tulasa, ne nzubu ya tshilala benyi idi yenza mudimu bu tshintu tshia kumpala tshidi tshikuba bantu ne bena mudimu ba munda mua bulongolodi kampanda. Bualu bena mudimu ba kumpala kua nzubu, baleji mpala ba malu a bantu, ne bena mudimu ba diambuluisha dia bantu badi basumba bintu ke bantu ba kumpala badi bayukila ne bantu badi ne kanyinganyinga, bena mudimu badibu bumbushe mudimu matuku mashale aa, bantu badi bakengesha bakuabu mu nzubu badi balonda muena dibaka nabu ku mudimu, anyi bantu badi ne ntatu mikole ya bikadilu, malu a tshikisu adi enzeka ku mudimu adi atuadija ku tshibuelelu tshia nzubu wa kuakidila bantu anyi mu nzubu wa tshisangilu.

Bua kupanduka ne kulama mu tshimpitshimpi tshia benyi badi ne lukuna bidi bikengela kuikala ne mamanya abidi adi ne tshia kuenza mudimu musangu umue: dipuekesha dia mêyi ne dia pabuipi (dipuekesha dia adrenaline ne dia lungenyi lua muntu bua yeye kusungula bua kumbuka anyi kusomba mu ditalala) ne **dilombola dia malu a tshimpitshimpi ne a dikanga dia nzubu (dilama dia metre 25 anyi 6/4. tshibuelelu tshia ku tshiibi, kuenza mudimu ne butonde bua buôwa budi kabuyi buumvuika muinshi mua mesa, kuenza mudimu ne mêyi a tshikisu adibu bafunde bua kudimuija bena mudimu ba ku biro bia panyima, ne kuenza mudimu wa diumusha mudimu udi ne njiwu mikole kuyi ukuata mfumu wa mudimu munda mua nzubu). Mukanda ewu udi ufila bukubi bua ku mesa a kumpala, meyi a dijikija lutetuku, mishindu ya kujikija mudimu idi ne njiwu mikole, ne mikenji ya dikanga dia lukasa.

Enza nunku mpindieu

Shi muenyi anyi muena mudimu wa kale udi ne tshiji, udi wela mbila, mukuatshike maluvu, anyi udi ukutshinyisha udi ubuela mu nzubu webe wa kuakidila bantu, mu biro anyi mu nzubu wa midimu mpindieu, enza malu asambombo aa diakamue:

  1. Lama tshiibi tshia ku mesa, tshiamu tshia bukubi, anyi tshiibi tshia munda tshikanga pankatshi pebe ne muenyi: Kuena ne bua kuela muenyi udi ne tshiji ku tshiibi tshia tshibuelelu tshia tshiamu tshia magnétique bua kubuela mu biro bia panyima to, ne kupatuki nansha kakese panyima pa tshiibi tshia kuakidila bantu bua kubuela mu tshibuelelu tshiunzulula bua "kubatalaja." Lama 2 to ne 3 metres (6.5 to 10 feet) ya ditapuluka dia mubidi ne ikala ne tshitekelu tshia mesa tshikole pankatshi pa mibidi yenu.
  2. Ela buto bua buôwa budi muinshi mua mesa anyi utume mukenji wa tshikisu kudi muena mudimu nebe: Bikala muenyi wenza malu a tshikisu, ubenga bua kumbuka, ulomba bua kumona muena mudimu udibu basue (bu mudi muena dibaka nende udi mulekele anyi mfumu uvua mubapatule mudimu), anyi uleja bimanyinu bia bingoma, udi uleja ne: udi ne buôwa **** bimpe kuyi utangila panshi, anyi utume mesaje wa lukasa / dibikila dia munda dilongolola kudi muena mudimu nebe wa kunyima bua kubikila bampulushi.
  3. Ikala ne tshianza tshikole tshidi katshiyi tshiluishangana ne bianza biunzuluke ne bimueneka ku bule bua tshiadi: Kudimuna mubidi webe kakese ku luseke (mu tshitupa tshia 45-degree bladed angle) bua wewe kuleja tshintu tshikese ne wikale ne tshishimikidi tshikole tshia kupingana panyima. Ikala ne bianza biebe bipatuke mu mifuku yebe, biunzulula, ne bimane kumueneka mu bule bua tshiadi too ne ku tshiadi ne bianza bitangile panshi kakese, tshimanyinu tshia pa buloba bujima tshia ditalala tshidi katshiyi tshia mêyi tshidi tshikuba mulongo webe wa munkatshi bikala muntu au muele anyi muele tshintu pa mesa.
  4. Kupuekesha dîyi diebe ne tshiona tshia dîyi diebe ku diambuluisha dia mukenji wa dipuekesha dia dîyi dia "Low and Slow": Kuena ne bua kuenza mudimu ne dîyi dia muenyi ne kuenza mudimu ne biambilu bia dîyi bu mudi "Ikala ne ditalala," "Ikala ne dikisha," anyi "Londa mikenji." Akula ne tshitupa tshia dîyi diabu ne tshitupa tshia lubilu luabu mu tshipiminu, tshipepele. Ikala ujadika lungenyi luabu kuyi witaba malu adi kaayi makane: "Ndi mmona mudi bualu ebu bubungamija, ne ndi musue kukulongoluela bualu ebu. Ngambila tshivua tshienzeke."
  5. Ikala pa nkayebe muaba mukuabu wa mudimu ne "Soft Lockdown" mupole kumpala kua muntu kubuela mu nzubu wa tshilala benyi: Enza bua muena mudimu nebe afunge biibi bionso bia munda bidi bipatuka mu tshiibi tshia kuakidila bantu, umbushe muena mudimu anyi mfumu udibu basue kuya nende mu nzubu wa bukubi mu tshisasa tshikuabu, ne ukuate biibi bionso bia ascenseur ne bia tshibandilu.
  6. Lekela mesa ne uya mu nzubu wa panyima udibu mua kukanga pikala muenyi mubuele mu tshisalu anyi muleje tshingoma: Mudimu webe ki ngua kulama bintu anyi kulama mesa bua kubenga kukubunda to. Diakamue padi muena tshinyangu utuadija kubanda pa tshibasa tshia kuakidila bantu, ukuma dikalashi, anyi wela tshianza mu tshilamba tshia mu tshiadi anyi mu tshibombi bua kupeta tshingoma, enda lubilu buludiludi ku tshiibi tshia biro tshia panyima, utshikoke bua tshiibi tshia automatique tshikuate panyima pebe, umbuke ku dikala dia tshiibi tshionso, ne ubikile muaba uudi musombele nomba ya tshimpitshimpi (911 mu États-Unis ne mu Canada, 112 mu matunga masanga a ku Mputu, 999 mu Royaume-Uni).

Kuena mua kulua ne muena mudimu udibu basungule mu tshipalu bua kuyukila ne muntu udi ukulonda anyi muena dibaka nende wa kale udi ne tshiji to

Umue wa ku bilema binene bia bukubi bia ku mudimu udi wenzeka padi mulume anyi mukaji udi mulekele, muena dilondangana, anyi muena dibaka nende wa kale udi ne tshikisu tshikole ufika ku mesa a kumpala ulomba bua kuyukila ne muena mudimu "anu bua minite ibidi," ne muena mudimu udi ne meji mimpe udi ubikila muena mudimu au mu tshiibi bua kujikija bualu ebu. Tshikisu tshia mu nzubu tshidi tshitangalake mu mudimu ke tshidi tshikebesha dishipangana dia bantu ku mudimu. Kuena ne bua kujadika ni muena mudimu udi mu nzubu, ikala ne tshiibi tshia tshiibi tshikanga, uya ne muena mudimu mu nzubu wa bukubi diakamue, ne ubikile bampulushi.


Mutshi wa mapangadika a tshikebelu bua muenyi udi ne lukuna ne dijikija dia mudimu

Ingidija mutshi wa mapangadika a mudimu eu bua kukontonona tshipiminu tshia dikola dia muenyi anyi muena mudimu udi ne kanyinganyinga, enza mudimu ne mêyi a dipuekesha dia kanyinganyinga, anyi dishintuluka diakamue ku dikanga dia tshibuelelu ne dienza dia malu a mikenji.

flowchart TD
    Start["Muenyi udi ne tshiji anyi muena mudimu wa kale udi ne tshiji udi ufika ku mudimu"] --> Level{"1. Tangila tshipiminu tshia dikola dia ngikadilu"}
    Level -->|"Tshitupa 1: Kanyinganyinga / Dienda / Diela mbila / Dilomba mandamuna"| Empathy["Lama ntanta wa 2m (6.5ft) wa tshibandilu; Ufila mayi anyi nkuasa; Teleja ne muoyo mujima kuyi umukosa"]
    Level -->|"Tshitupa 2: Kuela mbila / Kuela mbila / Kuela mbila / Kukuma"| LowSlow["Lama tshiibi tshikanga; Kuenza mudimu ne didimuija dia mutoyi bua bukubi; Akula bitekete ne bitekete bitekete; Fila mishindu ibidi mimpe ya kusungula"]
    Level -->|"Tshitupa 3: Ditshinyisha dia buludiludi / Dilondangana dia mulunda / Dibenga kumbuka / Bimanyinu bia bingoma"| Lockdown["Enza buto bua buôwa bua tshianana; Kupingana panyima pa tshiibi tshikanga; Tuadija dikanga dia nzubu"]
    Empathy --> Resolved{"2. Muenyi udiku witaba ne witaba diambuluisha anyi?"}
    Resolved -->|"Eyowa: De-escalated"| ResolveTask["Kuenza mudimu ne dilomba ku diambuluisha dia dididishi anyi dia muaba wa tshibuelelu tshia bantu bonso"]
    Resolved -->|"Tòo: Udi ubanda too ne ku diela mbila"| LowSlow
    LowSlow --> ChoiceCheck{"3. Muenyi udi witaba bua kusungula anyi (tshilejilu, mukanda mufunda anyi dibikila dia ku telefone ne mfumu) anyi?"}
    ChoiceCheck -->|"Eyowa: Udi witaba mikalu"| ResolveTask
    ChoiceCheck -->|"Tòo: Udi uya kumpala anyi udi utshinyisha bua kumuenzela bibi"| Lockdown
    Lockdown --> Call911["4. Bikila 911 / 112 / 999 ku Secure Back Room; Ufila diumvuija dia muntu udibu bela mpata, muaba, ne njila wa kupatuka"]

Bitupa binayi bia tshikondo tshia dikola dia ntatu ne bienzedi bia bena mudimu

Bilondeshile mishindu ya diambuluisha mu ntatu mienza kudi Crisis Prevention Institute (CPI), UK Health and Safety Executive (HSE), ne FBI Behavioral Analysis Unit, tshikisu tshia ku mudimu katshitu tshienzeka anu ku mpukapuka to. Pabuipi ne muenyi yonso udi ne tshikisu udi ubanda pa tshibandilu tshia tshitupa tshinayi tshia dikola dia mubidi tshidibu mua kumanyisha kumpala kua dîba. Kuenza mudimu ne diandamuna dibi dia bena mudimu mu tshikondo tshibi kudi kuela mafuta pa kapia.

Tshitupa tshia dikola Bimanyinu bia mubidi ne bia dîyi bidi mua kumueneka Nsombelu wa mubidi wa muenyi Njila muimpe wa diandamuna dia bena mudimu Bilema binene bia kuepuka
1. Kanyinganyinga / Kanyinganyinga Kuendakana mu tshibuelelu, kuela bianza, kutangila bikole, kuela mbila mikole, kuakula lukasa, kuela tuishi, kupingaja lukonko lumue Adrenaline udi utuadija kubanda; cortex wa kumpala (meji adi umvuika) utshidi wenza mudimu kadi udi wenda ukepela Kukuatshisha ne kumvuilangana luse: Ufila ntema mimpe ne ya kanemu; kumbusha dipanga dia dishindika dia kuindila; umvuija tshiudi mua kuenza pamutu pa kutela mikenji ya biro Kulengulula ku mesa, kutangila ku tshiamu tshieba tshia ordinatere paudi ubambila bua "somba," anyi kuenza mudimu ne dîyi dia dipepeja
2. Dikuba / Diamba dia mêyi Dîyi dibandisha, diela mishiku, dileja munu, mpala mukunze, dikuma dia mabeji pa mesa, dilomba kudi CEO anyi mfumu wa mudimu diakamue Njila wa luse ("mvita-anyi-nyema") udi wenda ukola; dienza dia malu ne lungenyi didi dinyanguka ku 60 too ne ku 80 pa lukama; kukeba tshipatshila tshia kuela tshilumbu pambidi Dilombola ne dipuekesha: Pingana panyima 2 metre (6.5 feet); ikala ne tshilumbu pankatshi penu; lekela sekonde 30 too ne ku 45 ya dipatukila dia tshianana bua kumbusha luya lua mu lungenyi; ikala ne ditalala, mapangadika mapepele Kubambila bua "Ikala batabale," kuela mpata pa malu malelela, kubatshinyisha bua kubikila bena mudimu ne dîyi dikole (tshidi tshibasaka bua kuenza bualu kampanda kumpala kua bampulushi kufikabu), anyi kubuela muaba wabu nkayabu
3. Kutshinyisha ku mubidi / Kumpala kua dibunda Kumbula kazaku anyi tshibombi tshia mu tshiadi, kukanga bianza, kuela makasa bu muena mvita, kutangila mutantshi mule, kukuma makopo, kufika ku tshilamba tshia mu tshiadi Dikuata dia amygdale dijima; tshibungubungu tshia adrenaline; dimona dia mu tshina ne dipanga dia matshi; dikuma dia ku mubidi didi pabuipi mu tusunsa 2 anyi 5 Disengagement & Barrier Lockdown: Fina button wa panique mupuwe diakamue; lekela kuakula ne upingane buludiludi ku tshiibi tshia munda tshikanga bua kubenga kumona; bikila 911 / 112 / 999 Kushala ku mesa a kuakidila bantu ne ditekemena dia kujikija tshiambilu, kukudimuka nyima paudi wenda uya bitekete bitekete, anyi kuteta bua kubakuata ku tshianza
4. Ditekesha dia ntatu (panyima pa dibutuka) Mapeka mapueka, mupuya mukole, kudila, kulomba luse, dipanga dia lungenyi, anyi ditshioka dia tshimpitshimpi kunyima kua dipatuka anyi diela tshintu Dikuluka dia adrenaline; mudimu wa lungenyi udi upingana bitekete bitekete; bundu anyi buôwa bua bipeta bia bampulushi Dilama dia mikalu ne budimu: Lama tshibumba tshia ku mubidi tshikanga pankatshi penu; kufila njila muimpe wa kupatuka ("Bua tshinyi kuena upatuka pambelu bua kupeta kapepe kimpe patudi tukonkonona bualu ebu") padi bampulushi bandamuna Kunzulula tshiibi tshia tshiibi tshia tshiibi bua kubasamba anyi kulekela balami bebe panshi (bilumbu bia kabidi bitu bienzeka misangu ya bungi padibu badiumvua mu ditumba)

Dimanya dia dijikija lutetuku: tshia kuamba ne tshia kubenga kuamba nansha kakese

Padi buongo bua muenyi udi ne tshiji buwule tente ne cortisol ne adrenaline, mudimu wabu wa kuteleja udi unyanguka, kena mua kumvua miaku mile ne mikole idi itangila mikenji ya kumpanyi to, ne udi wandamuna nangananga ku mushindu uudi muimane, dîyi diebe ne dianyisha dia mu lungenyi.

Biambilu 5 bibi bidi bifikisha muenyi udi ne tshiji diakamue (Ne tshiudi mua kuamba pamutu pa nanku)

  1. Kuambi nansha kakese ne: "Udi ne bua kuikala ne ditalala" anyi "Udilekelele":
  2. Bua tshinyi bidi bipangila: Mu miyuki yonso ya mvita ya bantu, kuambila muntu udi ne tshiji bua "ikala ne ditalala" kakuena muanji kutekesha muntu nansha umue to. Bidi bipangisha kanyinganyinga kabu, bijadika bukokeshi pa malu adibu badiumvua, ne biluisha lutambishi luabu.
  3. Amba bualu ebu pa muaba wa bualu ebu: "Ndi mumvue mudi bualu ebu ne mushinga, ne ndi musue kujadika ne: ndi mpeta malu onso bimpe. Akula anu bitekete bitekete bua meme kukufundila bualu ebu bimpe." (Kubalomba bua batekeshe dîyi bua wewe kufunda malu kudi kuenzeja bua kupuyakana ne kuakula kupuekele bikole kuyi ubapenda to.)
  4. Kuambi nansha kakese ne: "Ke mikenji yetu" anyi "Kakuena tshindi mua kuenza to":
  5. Bua tshinyi bidi bipangila: Kuambila muntu udi mutekete mu mikolo anyi udi ne kanyinganyinga ne: mmutute tshimanu tshia mabue tshia dipanga dia diambuluisha kudi kujula tshiji tshikole bualu udi umona ne: kena ne tshia kujimija to.
  6. Amba bualu ebu pa muaba wa bualu ebu: "Etshi ke tshindi mua kukuenzela mpindieu.." Misangu yonso, ikala upingana diakamue ku tshidi katshiyi mua kuenzeka bua kuenza bualu kampanda bua lukasa (nansha biobi bikale bua kuwuja formilere wa dikonkonona dia lukasa anyi kubikila mulombodi munene ku telefone).
  7. **Kuambi nansha kakese ne: Ndi mumanye muudi udiumvua"*:
  8. Bua tshinyi bidi bipangila: Muena mudimu uvuabu bipate ku mudimu anyi muena mudimu uvua mujimije makuta ende neamuandamune diakamue ne: "Tòo, kuena muenze nanku to. Utshidi anu ne difutu."
  9. Amba bualu ebu pamutu pa nanku: "Bu meme muikale pa muaba webe bua kutantamena dipangadika edi, mvua mua kuikala mubungame panyi."
  10. Kuena mua kuamba ne: "Wewe kuyi mulekele kuela mbila, ndi mbikila bampulushi / bukubi":
  11. Bua tshinyi bidi bipangila: Kuenza mudimu ne bampulushi bu tshishima tshia mêyi anyi tshia ndekelu kudi kuenza bua se: bobu basue kuenza bibi anyi kunyanga tshintu kampanda, udi anu mubambile ne: badi ne minite 3 ya kuluisha kumpala kua bampulushi kufikabu.
  12. Mukenji: Wewe dijinga ne bukubi anyi bampulushi, ubabikile mu musokoko ku diambuluisha dia butone bua buôwa, mesaje a lukasa adibu bafunde, anyi dibikila dia panyima pa nzubu, kuena ne bua kumanyisha bualu ebu bu njiwu to, anu wewe muikale mu bukubi panyima pa tshiibi tshikole tshikanga (bu mudi mu nzubu wa tshilala benyi).
  13. Kukoki nansha kakese mu tusunsa 45 tua kumpala tua dikokangana dia mêyi:
  14. Pa kumbusha padi muntu au usabuka tshibuelelu, umulekele akule kayi umupangisha munkatshi mua masekonde 30 anyi 45 paudi wela mpala kakese ne ulama mpala mupole ne kayi ne bualu. Diluangana didi dilomba bantu babidi badi baluishangana; padi muntu udi wela mbila ne tshiji kayi upeta diandamuna dia mêyi, udi ujimija mupuya lukasa ne udi ne bua kuimana, bikupetesha mushindu wa kuakula ne ditalala.

"Dishima dia bukokeshi" kupitshila ku masungula abidi adi kaayi ne njiwu

Bantu badi mu ntatu batu balua ku tshikisu padibu badiumvua bapangile ne kabayi ne budikadidi. Ubwanya kubapingaja mu lungenyi luabu paudi ubalombola bua kuyabu mu bukubi pa kubapesha masungula abidi adibu mua kuitaba:

  • "Udi musue kusomba mu nkuasa ya tshiibi etshi pandi mbikila mfumu wa tshibambalu ku tshiamu tshia kuakula natshi anyi, anyi udi musue kufunda meyi ebe menemene pa mukanda wa dibandisha dia lukasa bua meme kukupesha mpindieu anyi?"
  • "Katuena mua kujikija dishilangana dia makuta a difutu ku dididishi dia kumpala to, nunku udi mua kujinga bua mulombodi wa malu a bantu akubikile ku telefone webe mu minite 10 paudi muindile ku kafe udi kuinshi, anyi bakutumine malu adibu bafuta ku e-mail mu dinda edi anyi?"

Mona ne: mishindu yonso ibidi eyi idi imbusha muntu udibu bakula nende kule ne tshitekelu anyi pambelu pa nzubu eku ubalekela bobu basungula tshidibu ne bua kuenza.


Mudimu wa kuakidila bantu, buto bua buôwa, ne mikenji ya dienzeja bantu

Kakuena muena mudimu udi ne tshia kuikala muteka ku mesa adi atangila bantu bonso kayi ne bintu bia kudikuba nabi ne mishindu ya diyukidilangana idi mua kumuambuluisha bua kubikila diambuluisha kayi mumanye muenyi to.

Geometrie physique wa mesa a kuakidila bantu

Nansha mu nzubu wa mudimu anyi wa lupitadi udi kayi ne tshibumba tshia polycarbonate ("bandit glass") tshidi katshiyi tshikuata bingoma, dilongolola dia muaba dipepele didi dipangisha 90 pa lukama ya dibunda dia ku mubidi:

  1. Bunene ne bule bua tshibandilu: Tshibandilu tshia kuakidila bantu tshidi ne bua kuikala ne bule bua 110 centimètres (43 inches) ku luseke lua benyi ne tshitekelu tshia bintu tshia kuulu tshidi ne bunene bua 75 too ne ku 90 centimètres (30 too ne ku 36 inches) kumbukila kumpala too ne panyima. Ebi bidi bipangisha muntu mukulumpe bua kuimana pa mesa bua kuangata tshilamba tshia muena mudimu wa kuakidila bantu anyi tshiamu tshia ordinatere.
  2. Umbusha bintu bionso bia pa mesa ("Mukenji wa tshikebelu"): Tangila ku mutu kua mesa ebe a kuakidila bantu bilondeshile mmuenenu wa muenyi mpindieu. Biamu bia tshiamu tshia mitaku, tshiseba, biamu bia kunzulula nabi mikanda, milondo ya bonbon ya makala, biamu bia kuela nabi mikanda ya bujitu, makopo a kafe a tshiamu tshia mitaku, ne biamu bia LCD bidi kabiyi ne bujitu bidi bintu bia mvita bia tshianana ne bia kuela mu bianza bia muenyi udi ne tshiji. Lama bintu bionso bia mudimu ne bintu bia bujitu munda mua tushete ku luseke lua bena mudimu kuinshi kua tshitekelu tshia mesa, ela biamu bia ordinatere ku bintu bia bujitu bia ku mesa, ne wenze mudimu ne makopo a mabeji bua kuela mâyi mu tshibuelelu.
  3. Lama misangu yonso tshiibi tshia panyima tshidi katshiyi tshipangisha: Nkuasa wa muena mudimu udi ne bua kuikala kumpala kua, anyi kuikala ne mulongo mululame wa 2-sekonde wa lubilu lua tshiibi tshia biro tshia panyima tshidi ne tshiibi tshidi tshidikanga nkayatshi ne katshiyi ne tshilamba tshia dikala (anyi tshiamu tshia nzembu/tshilamba tshia bukubi). Kulekedi nansha kakese bibombi, matempu adi endakana, anyi nkuasa mikuabu bikanga njila udi pankatshi pa mesa a kumpala ne tshiibi tshia panyima pa biro.
  4. Dipatula dia tshiibi tshia tshiamu tshia nzembu ("Buzz-In" switch): Tshiibi tshia mu nzubu wa tshilala benyi tshidi tshibuela mu nzubu wa mudimu tshidi ne bua kuikala tshikanga misangu yonso ne tshiamu tshia nzembu anyi tshiamu tshia nzembu tshidi tshilombodibua kudi butone ku biro bia diakidila benyi. Kulekedi tshiibi etshi tshiunzulula bua diakalenga to.

Butonde bua buôwa budi kabuyi ne dîyi ne miaku ya dienzeja idi mifunda

Padi muntu udi ne tshikisu anyi udi ne bingoma muimane kumpala kuebe mutantshi wa metre 2 (6,5 feet) mutangile ku bianza biebe, wangata telefone ne wamba ne: "Muoyo wenu, 911, kudi muntu mutshimbakane ku mesa a kumpala" bidi mua kujula dibunda dia tshikisu dia lukasa. Enza mudimu ne tshiamu tshia kudimuija natshi:

  1. Buton ya buôwa ya muinshi mua mesa idi ne nshinga mikole anyi kayiyi ne nshinga:
  2. Umanye muaba mulelela ne mushindu wa kuenza mudimu ne buto buebe bua muinshi mua mesa (ba bungi badi benza mudimu ne tshiamu tshia kufina natshi tshia minu ibidi anyi tshia kukanga natshi tshidi katshiyi tshiumvuika tshidi tshiteka kuinshi kua dikasa dia dikasa bua wewe kubenga kutshikuma ku mpukapuka ne dikasa diebe, kadi udi mua kutshikuma bimpe paudi wenza bu udi wangata tshiamu tshia kufunda natshi anyi tshiamu tshia kufunda natshi).
  3. Manya muaba udi tshimanyishilu tshiya: Tshidi tshibikila ku Central Station Monitoring (udi ubikila bampulushi), tshidi tshimanyisha On-Site Building Security, anyi tshidi tshienza mutoyi wa strobe wa muaba udibu basombele mu biro bia panyima anyi?
  4. Didimuija dia buôwa bua programe ya ordinatere / tshiamu tshia nzembu:
  5. Biro bia bungi bitu bienza mudimu ne programe wa tshiamu tshia ordinatere udi kayi ne dîyi (mudibu bafina tumanyinu tusatu bu mudi Ctrl + Shift + F12 anyi kufina pa tshimfuanyi tshia ku mesa kudi diakamue kupatula dimanyisha dia muaba mulelela wa nzubu webe ku tshiamu tshionso tshia ordinatere tshia mu nzubu ne ku dilama dia meyi).
  6. The Pre-Arranged Verbal Duress Code ("The Red File Folder"):
  7. Muaba wonso wa mudimu, nansha wowu mukese mushindu kayi, udi ne tshia kuikala ne tshiambilu tshia patupu, tshia muyuki tshidi tshimanyike kudi bena mudimu bonso tshidi tshiumvuija ne: "Ndi muimane kumpala kua muntu udi ne njiwu mpindieu; kanga biibi biebe ne ubikile 911 diakamue kuyi unkonka to."
  8. Mushindu udibi bienzeka: Muena mudimu wa kuakidila bantu udi wangata telefone wa munda, udi ubikila muena mudimu nende udi mu biro bia panyima, ne udi wamba ne dîyi ditekete ne: "Muoyo webe Sarah, udi mua kulua ne tshibuta tshikunze tshia Mr. Miller ku mesa a kumpala anyi?" (anyi **"Udi mua kutangila ni Dr. Davis mushiye tshibuta tshiende tshia bule mu nzubu wa tshisangilu anyi?").
  9. Muena mudimu nende udi ku luseke lukuabu udi umvua "Red File Folder," udi wandamuna ne "Right away," udi ukanga telefone, ukanga biibi bia munda, udimuija panshi bua kusokomena muaba wende, ne udi ubikila 911 / 112 / 999 eku utangila tshiamu tshia foto tshia bukubi tshia mu nzubu wa tshiibi.

Dijimija dia bena mudimu mu njiwu mikole ne bisangilu bia dinyoka: mushindu wa kuenza nzubu

Bilondeshile bipetu bia tshikisu tshia ku mudimu bia kudi tshibambalu tshia malu a bukubi ne makanda a mubidi tshia mu États-Unis (OSHA) ne tshia FBI, diumusha dia bena mudimu, diumusha dia mudimu, dilekedibua dia mudimu, ne dilumbuluisha dia malu makole ke malu adi atamba kuikala ne njiwu ya bungi ya dishipangana ne dibunda dia ku mudimu. Padibu bumbusha muena mudimu udi ne malu a kale a bilumbu, a ditshinyisha, a dilondangana, anyi a dinyanguka dia malu a mfranga anyi a mu lungenyi, HR ne balombodi kabena ne bua kulombola tshisangilu mu biro bia munda mua nzubu to.

Mikenji 7 ya kuenza mudimu wa dijikija dia mudimu udi ne njiwu mikole mu bukubi

  1. Disungula dia nzubu: Enza mudimu ne nzubu wa kuinshi pabuipi ne tshibuelelu tshia pambelu:
  2. Kuena ne bua kulua ne muena mudimu udibu pabuipi ne kuipata mu nzubu wa tshisasa tshinayi anyi mu biro bia pa nkayende bia mfumu, bualu ebu budi bumuenzeja bua kuenda mu njila wa bundu "wa bundu" kupita bena mudimu nende ba bungi pashishe (anyi bumupesha mushindu wa kubuela mu biro bia balombodi badibu basue).
  3. Enza tshisangilu mu nzubu wa tshisangilu udi pabuipi ne tshiibi tshinene anyi tshiibi tshia pambelu tshia kuinshi bua muntu au apatuke buludiludi mu mashinyi ende mu masekonde 10 ne kanemu ne dipetangana dikese.
  4. Mushindu wa kusomba: Kulekedi muena mudimu usomba pankatshi pebe ne tshiibi to:
  5. Etshi ke tshilele tshinene tshia kupanduka mu bisangilu bia dijikija dia mudimu, mibelu ya malu a bukola bua mubidi, ne nkonko ya mudimu wa bantu.
  6. Balombodi / HR badi ne tshia kusomba misangu yonso mu nkuasa idi pabuipi ne tshiibi tshia kupatuka, ne njila udi kayi mupangisha bua kufika ku tshiibi. Muena mudimu udibu bumbusha ku mudimu udi usomba ku luseke lua mesa kule menemene ne tshiibi (anyi mu nzubu udi ne biibi bibidi, mudi balombodi bapingana ku tshiibi tshia munda tshia pa nkaya ne muena mudimu usomba pabuipi ne tshiibi tshia pambelu tshia tshiibi).
  7. Kusomba nansha kakese kunyima kua mesa a bujitu adi akukuata maulu pikalabi bikengela kuimana ne kupatuka lukasa.
  8. Kukandika IT, Building Keycards, ne Remote Access minite 5 KUMPALA kua tshisangilu kutuadija:
  9. Enza mudimu pamue ne IT ne Building Security bua tshimanyishilu tshia tshiibi tshia muena mudimu, tshibuelelu tshia tshiibi tshia mashinyi, e-mail, VPN, ne malu adi atangila serveur wa mbulamatadi ikale mujimijibue mu minite menemene udibu basombe mu nzubu wa tshisangilu, ki ndîba dimue panyima pa yeye mumane kupatuka mu nzubu to.
  10. Kuena ne bua kuenza dijikija dia mudimu didi ne njiwu mikole nkayebe (mukenji wa bantu babidi):
  11. Misangu yonso ikala ne baleji mpala babidi (tshilejilu, mulombodi wa tshibambalu anyi mulombodi wa tshibambalu ne muena mudimu nende wa malu a bantu), ne Building Security anyi mumanyi wa malu a bukubi uvua muvuale bilamba bia patupu muimane pambelu mu tshisasa tshidi pabuipi apu kayi umueneka to.
  12. Bintu bia ku mesa bia muntu nkayende bia kumpala kua kulongolola anyi panyima pa dituma:
  13. Kulekedi muena mudimu udi ne lukuna anyi udi kayi ne kansungansunga bua kupingana mu nzubu wende anyi mu tshilaminu tshia bintu kayi ne muntu udi umutangila bua kulongolola bintu biende ku mesa, tshikondo tshidiye mua kuangata tshingoma tshisokoka mu tshibombi, kunyangakaja bintu anyi kuluisha bena mudimu nende bavua bamumanyishe.
  14. Pamutu pa nanku, ubambile ne ditalala dionso ne: "Bua wewe kuikala ne malu mapepele lelu, netuteke bintu bienu bia pa mesa enu bimpe ne netubifikishe ku nzubu kuebe ku diambuluisha dia muena mudimu malaba mu dinda (anyi netubipatule ku nzubu wa tshilala benyi mu minite 5)."
  15. Lama difila dia dijikija dia mudimu mu tshikoso, dia ndekelu, ne dia kumpala (muinshi mua minite 10):
  16. Kupingaji bilumbu bia ngondo ya kale, kushintakaja mêyi mabi a muntu nkayende, anyi kukokangana pa bidi bitangila dikonkonona dia malu to. Amba patoke ne: dipangadika ndiangatshibue ne ndia ndekelu, ufila mukanda wa difutu dia ndekelu/difutu dia ndekelu bua lungenyi luabu lutangile ku malu a dilongolola dia bintu, ne ujikije tshisangilu ne lukasa.
  17. Ditangila dia ku mesa a kunyima kua dijikija dia mudimu ("BOLO" Protocol):
  18. Bilumbu bia bungi bia ku mudimu kudi bena mudimu badibu bumbushe ku mudimu kabitu bienzeka mu tshisangilu nkayatshi to, kadi mêba 2 pashishe anyi mu dinda didi dilonda padi muntu au upingana kumbelu anyi ku mashinyi ende kunyima kua yeye mumane kuela meji.
  19. Diakamue, upeshe bena mudimu ba kuakidila bantu ne balami foto mutoke, tshimfuanyi tshia mashinyi, ne mêyi makole adi aleja ne: muena mudimu wa kale kena mua kupingana mu biibi bia kubuela to nansha biobi bikale mushindu kayi, ne badi ne bua kubikila bampulushi pikala mashinyi abu abuela muaba wa kutekela mashinyi.

Angata mikenji ya bukubi bua tshikisu tshia mu nzubu (mikenji ya dikuba) ku mudimu ne mushinga

Kankamija bena mudimu badi bapeta mukanda wa bukubi bua bena ditunga, mukanda wa dikuba, anyi mukanda wa dibenga kuenza malu mabi kudi muena dibaka nende udi ubakengesha anyi udi ubalonda bua kumanyisha mu musokoko HR ne bukubi bua ku biro bia kumpala. Padi muntu udi wenzela muntu bibi mumanye muaba udiye wenzela mudimu, muaba wa mudimu ke muaba umuepele udi muntu udibu bakengesha ne bua kuikala umueneka pa dîba didibu bamanye dituku dionso. Pesha ku biro bia kumpala foto wa muntu udi ukuenzela bibi, umbusha muaba wa mudimu wa muena mudimu kule ne madidishi a kuinshi anyi ku bitanda bia bantu bonso, ne uteke muntu udi ubalombola mu mashinyi abu.


Kuenza mudimu wa dikanga dia mudimu dia mishindu ibidi (dikanga dia mudimu dipepele ne dikanga dia mudimu dikole)

Padi muenyi udi ne lukuna ubenga kupatuka mu tshibuelelu, utshinyisha bua kupingana ne tshingoma, anyi uteta bua kubuela ku bukole ku biibi bia kuakidila bantu, bulongolodi budi ne bua kushintuluka lukasa kumbukila ku dijikija lutetuku dia muntu nkayende too ne ku dilama dia nzubu mujima. Bibambalu bidi bitangila malu a tshimpitshimpi bidi bitapulula dikanga dia midimu mu bitupa bibidi bishilangane:

Tshitupa tshia dikanga Tshilumbu tshidi tshijula Bienzedi bia lukasa ku diakidila ne ku mpenga Bienzedi bia lukasa bia bena mudimu ba munda mua nzubu
Tshitupa 1: Dikanga dia bupole ("Muaba wa bukubi / Muaba wa tshisokomenu") Muena mudimu wa kale udi ne tshiji, muena tshinyangu, anyi muena tshinyangu udi wendakana pambelu muaba wa mashinyi, wela mbila mu tshiibi tshia pambelu, anyi wenza malu adi atshinyisha ku telefone kayi wenza bualu nansha bumue Kanga biibi bionso bia pambelu pa nzubu ne ujimije biamu bia tshibuelelu bidi biendakana nkayabi; ikala ne bintu bionso bidi bilua ne benyi pambelu; muena mudimu wa kuakidila bantu udi umbuka ku dididishi dia tshibuelelu tshia makala bua kubuela mu biro bia panyima bidibu bakange Mudimu wa munda udi utungunuka mu ditalala kule ne madidishi a kuinshi; kakuena muena mudimu udi ne bukenji bua kupatuka mu tshibuelelu anyi muaba wa kutekela mashinyi to; muena mudimu uvuabu basue kuenza nende mudimu uvua mubuela mu nzubu wa tshisasa tshia kuulu eku bampulushi bandamuna
Tshitupa 2: Dikanga dikole ("Tshinyangu / Kunyema-Kusokoma-Mvita") Muenyi udi ne lukuna udi uleja tshingoma anyi tshingoma tshidi ne muelelu, utshibula tshiamu tshia kuakidila natshi bantu, ubueja tshitekelu tshia bintu muaba wa mudimu, anyi ukangula tshiibi tshia pambelu ku bukole Muena mudimu wa kuakidila bantu udi umbuka ku mesa a kumpala diakamue kupitshila ku tshiibi tshia panyima; udi ufila tshiona tshia tshimpitshimpi tshidi katshiyi tshiumvuika ne PA / meyi a tshimpitshimpi mu nzubu mujima; ubikile 911 / 112 / 999 ne dilonda dia muntu udibu bela mpata Bena mudimu badi ku njila ya pambelu idi kayiyi ne tshintu badi bapatuka diakamue (Nyema); Bena mudimu badi kabayi mua kupatuka bimpe badi bapingana mu biro bia munda, bakanga ne basuika biibi binene, bajima miendu, bapuekesha telefone, ne basokomena panyima pa tshibuikidiji tshikole anyi tshia nzubu (Sokoma)

Mikanda ya panyima pa bualu ne dilonda dia dikonkonona dia njiwu

Nansha muenyi udi ne tshiji anyi muena mudimu udibu bumbushe ku mudimu yeye mupatuke mu nzubu wa tshilala benyi kayi muenze malu a tshikisu, kuangatshi bualu ebu bu "muntu udi anu wenza malu ne tshiji to."

  1. Lama video ne meyi a CCTV a mu tshibuelelu diakamue: Upatule ne ulame binjinjimbi bia video bia mushinga mukole bia ku tshiamu tshia kuakidila natshi bantu, tshiamu tshia foto tshia muaba wa kutekela mashinyi, ne tshiamu tshia kuteleja natshi mêyi kumpala kua tshiamu etshi kufunda tshikondo tshia matuku 7.
  2. Funda mukanda wa malu adi menzeke mu minite 30: Ufunde miaku milelela idi muenyi muenze mudimu, nangananga malu adibu bakutshinyisha nawu (bu mudi "Kuena mumone wa ndekelu wanyi to," "Ndi mumanye dîba diudi umbuka ku mudimu," anyi "Nzubu eu udi uya kuosha"), bilamba biabu, nomba ya mashinyi abu.
  3. Funda luapolo lua bampulushi ne mukanda wa dimanyisha dia dibuela mu nzubu wa mudimu: Bakulumpe ba mikenji badi mua kupesha muntu Didimuija dia dibuela mu nzubu wa tshinyangu, didi divuija dipingana diabu dia ku mubidi ku nzubu anyi muaba wa mashinyi dikale tshibawu tshia kukuata diakamue kumpala kua bobu kufika ku tshiibi tshia kumpala.

Nkonko itubu bela misangu ya bungi

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.


Miaba mifumina

  • Tshibambalu tshia bukubi ne makanda a mubidi ku mudimu (OSHA / Tshibambalu tshia mudimu tshia mu États-Unis, États-Unis): Mibelu ya kuepuka tshikisu tshia ku mudimu bua bena mudimu ba malu a bukola bua mubidi, bena mudimu ba mu nsombelu wa bantu ne ba mu tshisalu tshia butuku.
  • Biro bia malu a tshikebelu bia mbulamatadi (FBI Behavioral Analysis Unit, États-Unis): Dikuba dia tshikisu tshia ku mudimu, dikonkonona dia njiwu, ne dilombola dia muena mudimu anyi muenyi udi ne kanyinganyinga.
  • Tshibambalu tshia malu a bukubi bua ku Enternete ne a bintu bia mudimu (CISA / DHS, États-Unis): Mulongo wa malu adi mua kunyanga malu: Kumanya, kukonkonona ne kujikija njiwu idi mua kuikalaku ku tshibangidilu tshia diakidila.
  • Mulombodi wa malu a bukola bua mubidi ne bukubi (HSE, Royaume-Uni): Tshikisu tshia ku mudimu: Mukanda wa bulombodi bua bamfumu ba mudimu pa bidi bitangila bukubi bua bena mudimu ba kumpala, biamu bia kutangila nabi mubidi ne malu adi aleja buôwa.
  • Tshilongelu tshia dikuba dia bilumbu (CPI, International): Dikuatshisha dia bilumbu kakuyi tshikisu: Tshilejilu tshia dikolesha dia bilumbu ne ditungunuka dia dikolesha dia mêyi.
  • Tshibambalu tshia mudimu tshia mu Canada tshia malu a bukola bua mubidi ne bukubi (CCOHS, Canada): Mukanda wa dikuba dia tshikisu ku mudimu ne dienza dia mudimu nkayebe / Dikuba dia ku nzubu wa diakidila bantu.

Malu adi apetangana