One of the few places, which require a leadership role, can be found at the workplace. A position as a shift manager in a security company, which functions in a hospital, requires a responsible and practical leader. As ahead of the security team a person is constantly involved with the directing and control of employees, as well as the public. A conflict between the co-workers, which is based on the difference of opinions and readiness to deal with an assaultive patient, often leads to disagreements and that’s where firm leadership is required. Also, the choice of the right structure of work and routine actions is needed, to improve the functioning of the team over time. It is a direct responsibility of the security personnel to deal with anyone who is a danger to themselves or others. For example, there are times when a drunken person might come into the hospital and want to sleep there. It is up to the security department to act most politely and respectfully. Because each case is very different, new ideas have to be implemented in dealing with a situation. The building plan plays a great role in getting to the call as fast as possible. A new idea was proposed to install one-way access doors. These hallways would be limited to restricted personnel with card access that would guarantee entrance from only one direction. This would limit the flow of public and the ability of perpetrators to escape. But the most challenging aspect of work is dealing with frustrated visitors/patients. As it is a very sensitive matter the help of other security members is required. This is needed for most effective dealing with the person.
Often an individuals would get extremely drunk and their relatives or friends would bring them to the hospital and after they were treated for alcohol poisoning and all the medicine administered, they sobered up and did not understand how they got to the hospital and why they have to stay longer. It is the procedure required by doctors for an intoxicated person to stay in the emergency room for at least another 6 hours but the patient thinks that they feel well and wants to leave. The security team has to explain that they must stay against their own will since they are not knowledgeable of the consequences. Sometimes people became very agitated and got verbally and physically aggressive. The security team has to do anything possible to avoid extreme cases and physical contact, so the skill of conversing and explaining the situation is very valuable. One of the ways that security bettered the conditions was to offer kinder patient care. Often patients would have to wait in a small room with no bed and uncomfortable chairs, for many hours. The security team requested several beds for that particular purpose since the doctors and nurses were too busy dealing with emergency cases. Also, the waiting room did not meet the needs of children and so it was rearranged and divided into an area that was especially for children to wait in. This would make their wait safer since they did not have to wait with verbally impolite and aggressive visitors. The only unfortunate part of the job was that sometimes people would have a stereotype regarding the work and functions of the security department. People would think that there will always be an abuse of power from the security team. But in all the cases team members were able to show that it is not true. This was accomplished through polite behavior, which was much appreciated and changed people’s views. When they came back the next time, they would always compliment the work. Sometimes people who were first-time patients would hear about the work of the security team at this particular hospital. This meant that people talked to others and told them that the work of security at this hospital was very respectful and effective.
This made the team even more proactive. It became a personal goal to contribute as much as possible to the hospital and the community. To accomplish this some security members would come 1 hour before their shift started. This would be the time when all the incidents that happened during the day would be discussed. The areas that needed some work or modifications would be addressed before the shift started and this created an opportunity to be most ready for the shift. Also, a system of documenting every incident was put in place. It was a computer program where all the data would be collected. Usually, it is only the person’s notebook that is used to record anything that happened during the shift. The computerized system of all incident recordings would create a log that everyone on the team could access and analyze how the situation was dealt with and the recommended actions for the next time. All these benefits made the work much more efficient and beneficial to all.