Q: I have had difficulty in getting a group of clients out of a function in an emergency. How can I keep them calm?
Urgency but not panic is needed. A forceful approach with positive but polite reassurance is the only option. If staff are excited during an evacuation then this only raises the level of concern to all. Training and team building is the key to your safety. Be aware that in an emergency people do not always comply with logical and sensible instructions.