A Parking Enforcement Office BY BRYAN FORWARD AND JACK AGATI P


ARKING ENFORCEMENT OFFICERS KNOW THEY have a tough job. Nobody likes getting tickets, and unless they have a condition that should be addressed by a mental health professional, a parking officer doesn’t like giving tickets. It’s just their job, and gaining compliance and going


home without confrontation at the end of the day is an officer’s highest hope. Sometimes it works out that way ...


BUT ... what about the one or two


individuals who can ruin your shift, making life miserable for you? These folks play a game of escalating aggres- sion and confrontation. Level 1 begins with a plea or an


innocent excuse. “I didn’t know.” “I did- n’t see any signs.” “I just got here.” “I’m just leaving.” Level 2 escalates into guilt tripping


and personal digs or jabs. “Why don’t you give me a break?” “Don’t you have anything better to do?” “Why don’t you get a real job?” Level 3 employs threats and person-


al attacks. “What’s your name … I’m going to call your boss and get you fired.” “You’re anA-hole!” What do you do? Do you choose to


handle the situation like characters from a popular reality show do? React, retali- ating with sarcasm and threats of your own?Or do you decide to remain profes- sional and deal with the situation in a proactive manner?At this moment, the


choice is yours. If you react, the person will then


respond in a practiced manner that they have used time and again in so many similar situations when they were seeking to avoid responsibility for their actions. You’ll never win going this route. How many complaints are generat-


ed because the parking enforcement officer did not stay objective, stay pro- fessional in the situation?You know, the “Joe Friday” approach: “Just doing my job.” The parking enforcement officer can’t allow the incident to get personal, because when an individual can get you tomake it personal, they’ve got you! Learning to deal effectively with


people has an increasing need in profes- sional parking enforcement. The grow- ing number of incidents, hearings and public relations nightmares are tarnish- ing the image of parking enforcement. Here are some key points to keep in mind when dealing with Beastly People:


OK, we aren’t suggesting you armyour enforcement staff, but it is a good picture.


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APRIL 2009 • PARKING TODAY • www.parkingtoday.com


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