presents

National Seminars Group & Padgett Thompson
a division of Rockhurst University Continuing Education Center
Course Description

Security Essentials for Front Desk Professionals

A crucial one-day workshop

Program Description		Who Should Attend
Workshop Agenda		Guarantee Dates/Locations, Pricing, Register
What You’ll Learn

Program Description

Your organization counts on you to handle anything that comes in the front door. Are you sure you’re prepared?

As a dedicated front desk professional, you juggle many tough responsibilities. One of the most important is to serve as “lookout” for anything that might threaten the safety and security of employees and guests.

You are your organization’s eyes and ears and its first line of defense against potentially dangerous situations. And, in this day and age, there’s really no telling how serious a security threat you may find yourself coming up against. So, you need to be prepared – for anything!

As a front desk professional, it’s imperative that you possess the knowledge and skills you need to protect your organization’s front line – and yourself. we’ve developed this crucial workshop, Security Essentials for Front Desk Professionals. It’s one of the most important training programs National Seminars Group has ever presented because it’s packed with information that can literally save lives.

We’ve boiled down a wealth of knowledge and practical “how-to’s” into one intensive day of training unlike anything you’ve ever attended.

You’ll learn …

• How to spot – and eliminate – holes in security in your reception area
  
• Tips for exuding a take-charge, no-nonsense attitude while still remaining friendly and helpful
  
• What to look for: “red flag” behaviors that immediately clue you that someone intends theft, property damage or other illegal activity
  
• Proven strategies for defusing angry or upset visitors or co-workers before the situation escalates
  
• Tactics would-be thieves or intruders may use to distract and slip past you – and how to thwart them
  
• Emergency-response procedures you should know backward and forward
• Tips for recognizing an individual who may be emotionally unbalanced or capable of violence
  

And that’s just the beginning.You’ll master dozens of proven methods for spotting and effectively handling suspicious behavior. You’ll discover the safest ways to accept deliveries, learn which policies and procedures may be putting employees at risk, and find out how other companies have beefed up security without looking like Fort Knox.

And should the worst-case scenario actually occur and workplace violence threatens, you’ll know exactly what to do – without putting yourself at even greater risk.

Your organization counts on you to handle any and all situations that come in the front door. Don’t run the risk of being unprepared or unsure of how to respond in an emergency situation. The safety and security of your co-workers and visitors – not to mention yourself – is far too important to be left to chance.

Just one day of training at Security Essentials for Front Desk Professionals will provide you with the crucial skills and know-how you need to protect your organization from potential security threats. Enroll right now while space is still available, because demand for this important workshop is very high.

Give yourself the peace of mind that comes from knowing that you’re well-prepared to deal with security threats and emergency situations calmly, quickly and effectively.

What You’ll Learn

1. You’ll know how to handle irate, aggressive behavior quickly and professionally – before it gets out of hand. By applying the proven techniques you’ll master during your training, you’ll defuse potentially explosive situations before they’re out of control – and without putting your personal safety at risk.
   
2. You’ll discover which spots in the reception area are danger zones – and know the best methods for tightening security. Some spots in the reception area are more “danger-prone” than others. You’ll also find out how to conduct a security audit to identify additional vulnerable areas in your facility.
   
3. You’ll instantly spot “red flag” behavior that indicates a person may be emotionally unstable – and you’ll know how to handle it. Those who commit workplace violence show clear signs of emotional distress long before they explode. You’ll learn how to identify these warning signals and act accordingly to prevent tragedy.
   
4. You’ll find out how to control visitor access to your facility without creating an unfriendly image. Keeping people who don’t belong in your building from entering can be half the battle. You’ll learn how to accept deliveries safely, how to keep people from slipping by the front desk and how to limit access without looking like Fort Knox.
   
5. You’ll recognize weaknesses in procedures that leave your organization open to unnecessary risk. We’ll review common practices and procedures that can leave your organization vulnerable to security threats, and you’ll return to work with proven solutions for establishing risk-reducing procedures that keep your organization safe.
   
6. You’ll learn emergency-response procedures that could save lives – including your own. This workshop will offer potentially life-saving information on how to handle robberies, bomb threats, people who could be armed in the building or parking lot and a number of other situations when imminent danger threatens.
   
7. You’ll experience less stress – and more peace of mind – knowing you’re prepared to handle ANYTHING that comes your way. You’ll perform your
   tough job with greater confidence and less stress, because
   you’ll know you’ve got the important skills you need to deal
   professionally and effectively with any situation that walks through the front door!
   

Who Should Attend

• Front Desk Professionals
• Receptionists
• Secretaries
• Anyone in a position of managing the front desk

Workshop Agenda

Protecting Your organization: What’s Your Role as Receptionist?

• What constitutes workplace violence? A definition
  
• The alarming increase in incidents of workplace violence and threats to security
  
• Stories from the real world: how well-prepared front desk personnel can save lives
  
• Understand your vital role in protecting your organization – without putting yourself at risk
• “How-to’s” for exuding a take-charge, in-control attitude while still being friendly and helpful

How to Spot Potential Security Threats to Your Organization

• Beyond the headlines: a look at typical acts of violence in the workplace
• Risk factors that increase your organization’s chances of experiencing violence
• Danger zones in the workplace where acts of violence or threats to security typically occur
• Tactics thieves and intruders may use to distract you – and how to circumvent them without putting yourself in danger
• How to spot safety and security problems in your reception area
• Proven techniques for keeping unauthorized people from slipping past you

“Red Flag” Behavior: Recognizing the Warning Signs of a Potentially Violent Employee or Guest

• The profile of those most likely to commit violent acts – and why relying solely on that profile can be a mistake
  
• “Red flag” behaviors that warn you a visitor or co-worker might be trouble
  
• Warning signs that signal when an otherwise nonviolent person is reaching the end of his or her rope
  
• Immediate steps to take if you recognize warning signs in 1) a co-worker 2) a visitor 3) a client
  
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Defusing Explosive Situations and Handling Aggressive Behavior

• How to unhook yourself from the 6 hot buttons of conflict
• The best response to a direct, critical (verbal) attack
• Tips for delivering a calm response when you’re feeling anything but calm
• Steps for de-escalating a potentially explosive situation without putting yourself at risk
• What to say when an irate caller threatens you or becomes abusive
• Tips for addressing someone in a manner that builds understanding instead of anger and resentment
  

Building-in Safety Measures to Security-Proof Your Organization

• Basic safety practices that security experts recommend
• How to control visitor access to your facility without creating an unfriendly image
• Safest ways to accept deliveries
• Why increased lighting means increased safety
• After-hours policies that keep your facility safe for remaining workers
  

When Danger Threatens: Safest Ways to Respond in Emergency Situations

• Steps to take if a guest or employee appears suspicious or unstable 1) in the building 2) outside the building
  
• What to do if you suspect someone has a weapon
  
• Procedures to follow if you suspect or know an intruder is in your building
  
• Reporting an emergency situation to police
  
• Practice session: a walk-through of “talking down” someone who’s threatening violence
  
• How to respond during and after a robbery
  
• In case of a bomb threat: recommended emergency procedures
  
  

Your Guarantee of Complete Satisfaction

We stand behind our seminars with a 100 percent , iron-clad, money-back guarantee of satisfaction. If for any reason you’re not completely satisfied with the solid skills, the tips, tools and shortcuts, and the crucial information you receive during this workshop, we’ll refund your money in full. Every penny. Guaranteed!

Program Hours:
9:00 a.m. to 4:00 p.m. Registration begins at
8:30 a.m.

Group Discount: When 3 enroll from your organization, a 4th attends FREE!

Lunch:
Lunch is on your own.

Continuing Education:
Continuing education credits may be recognized by your professional board. Contact your own board to find out what's required. If you cancel your registration up to five business days before the workshop,

Bring a seminar to your site! For information about bringing a course to your site please call 1-919-847-0331 or email the registry at .

If this course or the dates/locations below do not have what you are looking for, then click here and we will find it for you right away. It will save you a lot of time and energy finding it yourself.

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Asheville , NC - Doubletree Hotel Biltmore - 1730310 - Fee $ 199.00 - 05/16/08 - 05/16/08 Charlotte , NC - Holiday Inn Univ Exec Park - 1730309 - Fee $ 199.00 - 05/15/08 - 05/15/08 Greensboro , NC - Clarion Hotel Greensboro Arprt - 1730308 - Fee $ 199.00 - 05/14/08 - 05/14/08 Raleigh , NC - Clarion Hotel State Capital - 1730307 - Fee $ 199.00 - 05/13/08 - 05/13/08 Norfolk , VA - Springhill Suites - 1730306 - Fee $ 199.00 - 05/12/08 - 05/12/08

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Additional Information:

National Seminars Group will e-mail confirmation soon. If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a workshop for which you are registered, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.

You can also register by emailing your registration information to us at or calling us at 919-847-0331. Please mention the meeting number specified above and BE SURE TO STATE VIP CODE "919-120001-000 -- Training Registry".