Lifeguard management can vary from venue to venue. As the generally first point of contact by aquatic venue users, lifeguards deal with a range of public relations issues and requests on a daily basis. The course aims to provide Standard Operating Procedures (SOP) as basis for the management of day-to-day duties of lifeguards to include lifeguard programs to firm-up skills in conflict resolution, public relations and dealing with special needs of patrons.
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I. Contents of Lifeguard Operations Manual
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II. The Guidelines on Safe Pool Operation (GSPO)
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III. Relevant Guidelines to Lifeguard Accreditations (GSPO SU5)
- Lifeguard Health and Fitness (GSPO SU6)
- Lifeguard Induction and In-service Training (GSPO SU7)
- Bather-Lifeguard Ratios (GSPO SU1)
- Lifeguard Clothing and Equipment (GSPO SU9)
- Lifeguard Duty Periods (GSPO SU8)
- Description of Lifeguard Duties (GSPO SU4)
- Communication among Lifeguards
- Line of authority and responsibility
- Maintaining internal staff relations
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IV. Venue Standard Operating Procedures (SOP)
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V. Lifeguard Public Relations Opportunities – deliver the highest levels of Quality Customer Service
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VI. Conflict resolution skills in lifeguarding
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VII. What to do if threatening conflict takes place
- Immediately contact supervisor or manager so they can handle situation
- Contact in-house security officer to defuse and handle security concerns
- Contact the police, usually to be done by supervisor, manager or security officer.
- Only take action by yourself if authorized by appropriate person in the workplace
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VIII. Preventing conflict situations
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IX. Accepted resolution techniques
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X. Responding to patron complaints
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XI. Turning complaints into opportunities
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XII. Public Education opportunities
- Determine target groups
- Identify reasons for target group behavior
- Target group and messages
- Determine communication messages and desirable changes in behavior
- Plan positive strategies
- Decide when to implement the strategies
- Rules and patron behavior
- Approach offenders courteously
- Trainee and newly qualified lifeguards as a support to public education
- Signage
- Public address system
- Community outreach
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Course Features
- Duration : 3 day
- Max Students : 999
- Enrolled : 0
- Re-take Course : 0
- Assessments : Self