-
I. Contents of Lifeguard Operations Manual
-
II. The Guidelines on Safe Pool Operation (GSPO)
-
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
-
IV. Venue Standard Operating Procedures (SOP)
-
V. Lifeguard Public Relations Opportunities – deliver the highest levels of Quality Customer Service
-
VI. Conflict resolution skills in lifeguarding
-
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
-
VIII. Preventing conflict situations
-
IX. Accepted resolution techniques
-
X. Responding to patron complaints
-
XI. Turning complaints into opportunities
-
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
