Dealing with abuse, harassment and poor behaviour can be a regular task for lifeguards and aquatic facility staff. Some recent extreme examples have been widely publicised like the Gore Aquatic Centre attack and the Milne Bay Aquatic Centre arrest in Queensland. But even low-level abuse or harassment can have a majorly detrimental effect on staff well-being and culture.
In Christchurch the problems have been amplified by overcrowding caused by reduced pool space since the 2011 earthquakes and like everywhere, increased public tension through the COVID-19 pandemic.
This presentation and panel will provide an insight into how to address and reduce unacceptable customer behaviour including everything from; front-line team members dealing with situations on-the-spot, to managers dealing with escalated problems, and to increasing wider awareness and support through transparency and reporting.
Our speakers are Rowan Foley (Christchurch City Council), Martin Mackereth (Gore District Council).