Setting Boundaries, Refusal & Giving Choices
Setting Boundaries, Refusal & Giving Choices
Firm and respectful can exist together.
When you must refuse entry, stop behaviour or enforce a venue rule, be clear about the required boundary. Avoid vague threats. Where possible, offer lawful and realistic choices that allow the person a route to comply.
Rule, reason, option+
State what is required, briefly explain why where appropriate, and set out what the person can do next. Example: “Glass cannot enter this area; you can finish the drink here or dispose of it before entry.”
Avoid power contests+
Do not argue about status, intelligence or who is “in charge”. Return to the operational requirement and call support if the person will not engage.
Give processing time+
People may need a moment to calm down or decide. If safe, allow space rather than repeating the same instruction rapidly.
Know when dialogue has failed+
If threats, violence, weapons, extreme intoxication or group disorder are developing, shift from persuasion to safety, support and the appropriate incident response.
Only describe consequences that are real, authorised and proportionate.
Knowledge check
A customer refuses a bag search required for entry. What is the best approach?
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