5.9. Dealing with Difficult Situations

Patrols are wide open to the public view and lifeguards are constantly watched by members of the public.
The primary role of a lifeguard is to observe and protect water users. Because of the nature and variety of facilities that are provided at patrolled locations, lifeguards also provide a service to the public.

With this in mind, extensive courtesy should be paid to all persons requesting assistance, even those who are making a complaint. The fact that a member of the public is being rude does not justify a lifeguard to conduct themselves the same way.

Lifeguards must learn to keep an even temperament and a helpful approach, regardless of how they are treated by others – this reflects a major aspect of a professional demeanour.

Best Practice Guidelines

Give courteous attention to the visitor, answering all questions asked: –

• When asked a question to which a lifeguard cannot supply an answer, the lifeguard should politely direct the visitor to a source where the information is available.
• When speaking to a visitor, it is usually more polite to remove sunglasses, and maintain eye contact at a similar level to the visitor.
  

Be prepared to supply visitors with answers to commonly asked questions: –

• Examples are air and water temperatures, tide times, weather forecasts, the correct time, conditions and local by-laws.
• The report board should be kept current and neat with no unofficial remarks.
  

Only use public address systems for official matters: –

• Anything announced using a PA will be not only heard but also judged by all visitors who can hear it.
• Courtesy is of particular importance when messages are heard by large numbers of people.
  

Never reprimand an individual who has been rescued: –

• The person(s) will have already learned a lesson and will more than likely have a ‘bruised’ ego.
• If it is important to say anything to the person(s), try and direct it towards the reason they got into trouble and say something constructive to prevent them from getting into that situation again.
• Make the contact as diplomatic as possible.
  

Avoid lecturing visitors: –

• If a point needs to be made, fully explain the rationale and request for compliance.
  

Provide your name, position and region to any person requesting the information: –

• A lifeguard who refuses such information suggests a need to hide from a complaint that may or may not be valid.
  

Address all people in a friendly and courteous manner: –

• Avoid approaches that start with “hey you” or similar words as this will no doubt set the visitor in a defensive posture that will make understanding or compliance difficult.
• Whenever possible, visitors should be approached personally and spoken to individually.
• The use of public address systems, whistles and signals is good for general announcements, but is often embarrassing when used to address individuals and should be avoided.
  

Violence:

Violence is an incident in which a lifeguard is abused, threatened, or assaulted by a member of the public or colleague during the course of his/her duties, or even when not on duty but related to those duties.

Verbal abuse and threats are the most common, and physical attacks are rare.

We all have an interest in eliminating violence. Violence can cause pain, suffering, and even disability or death if severe enough. Physical attacks can be dangerous, but serious or persistent verbal abuse can also damage our employee’s health through stress.

Any physical or verbal abuse suffered by any lifeguard should follow the procedures listed below:-

In all cases, lifeguards should try and calm the situation and move away:

1. If possible, you should call for back up stating your position and problem.
2. Each available lifeguard in the vicinity should then make every effort to move to the location and provide assistance using safe and legal means of transport.
   

Post Incident: -

1. Inform your lifeguard supervisor immediately.
2. Complete an incident report form (take particular care to complete the narrative as thoroughly as possible and state the nature of the incident).
3. Where physical abuse has been suffered, contact the police immediately.
   

Inappropriate Behaviour

Inappropriate behaviour covers numerous activities that occur in water areas. These include, but are not limited to:

• Suspect Paedophiles
• Indecent exposure
• Public Sexual Activities
  

Any incident that is reported, alleged or observed to have occurred involving “inappropriate sexual advances or behaviour” or “inappropriate adult sexual behaviours (Sexual Molestation of children)” must be handled expediently with sensitivity and discretion.

Under no circumstances should a lifeguard support or accuse an individual or suspect regardless of the reporting circumstances.

Procedures

Where a patron reports someone to a lifeguard or a lifeguard spots someone involved in offensive inappropriate behaviour or they believe someone to be suspicious they should follow the procedures listed below:

• Make note of the person’s description.
• Contact Queensland Police or State Communication Centre (where applicable) for assistance.
• Maintain surveillance of the water giving close supervision to any child that is at risk of inappropriate adult sexual behaviour.
• When Queensland Police arrive, the lifeguard should offer their assistance. If they require no further help, the lifeguard should return to their normal duties.
• The lifeguard should search for the suspect and observe them staying in contact with their patrol until the Police arrive.
  The lifeguard’s observation of the water should not be compromised in this situation.
  

Breach of Peace in Water Areas