2. Ushers Smile, Be Polite and Be Attentive!

3. Know the locations of… Know your section and other around you, have your lanyard ready to assist patrons in finding their sections and seats. Know your section and other around you, have your lanyard ready to assist patrons in finding their sections and seats. Restrooms Restrooms Family restrooms with baby changing stations Family restrooms with baby changing stations Disability restrooms Disability restrooms Concessions Concessions

4. Know the locations of… Restrooms Restrooms Family restrooms with baby changing stations Family restrooms with baby changing stations Disability restrooms Disability restrooms Concessions Concessions Elevators Elevators Smoking sections Smoking sections Alcohol sections (concerts) Alcohol sections (concerts) Emergency exits Emergency exits Lost children Lost children

5. Being Aware Does not allow patrons to stand in their seats Does not allow patrons to stand in their seats Knows the space between the rail and first row of seats is not a walkway Knows the space between the rail and first row of seats is not a walkway Keeps aisles, vomitories and stairways clear Keeps aisles, vomitories and stairways clear Interacts respectfully with patrons and other staff Interacts respectfully with patrons and other staff Anticipates patrons needs Anticipates patrons needs

6. Crowd Management You need to project your voice You need to project your voice Manage crowd energy through your voice; make communications calm, fast, accurate, and frequent. Manage crowd energy through your voice; make communications calm, fast, accurate, and frequent. Identify changing crowd behavior and demeanor; report changes to supervisor Identify changing crowd behavior and demeanor; report changes to supervisor Stay in your assigned area, unless you are directed somewhere else. Stay in your assigned area, unless you are directed somewhere else.

7. Be Professional Please be professional. Your body language, movements, and facial expressions need to communicate, “I am here to assist you.” (Dancing, watching the show, or facing the stage does not communicate “I am here to assist you.”) Please be professional. Your body language, movements, and facial expressions need to communicate, “I am here to assist you.” (Dancing, watching the show, or facing the stage does not communicate “I am here to assist you.”) Give eye contact, smile, be accessible and helpful. Give eye contact, smile, be accessible and helpful. Please remember that…. Please remember that…. If you are watching the show you are not doing your job!!! If you are watching the show you are not doing your job!!!

8. Disabilities (1 of 3) Don’t say handicapped anymore Don’t say handicapped anymore You need to say “persons with disabilities”. You need to say “persons with disabilities”. You need to be aware of the disability sections (ADA) in the Arena and the Sky Club. You need to be aware of the disability sections (ADA) in the Arena and the Sky Club. Be aware of patrons with disabilities in case of emergency, either evacuation of the building or incident with a patron. Be aware of patrons with disabilities in case of emergency, either evacuation of the building or incident with a patron.

9. The disability seating is usually one seat or space for the disabled patron and one seat for the person that is with them. If they brought more than one person along, that person with out the disability will need to sit where their tickets are in the Arena. The disability seating is usually one seat or space for the disabled patron and one seat for the person that is with them. If they brought more than one person along, that person with out the disability will need to sit where their tickets are in the Arena. HEARING IMPAIRED Assisted Listening Devices (ALD) are available for patrons with hearing impairments, they are located in the Adams Center Administration office. The devices may be checked out free of charge for the duration of the event. However, patrons will be required to leave a credit card until the device is returned. You need to also call 2 days in advance. HEARING IMPAIRED Assisted Listening Devices (ALD) are available for patrons with hearing impairments, they are located in the Adams Center Administration office. The devices may be checked out free of charge for the duration of the event. However, patrons will be required to leave a credit card until the device is returned. You need to also call 2 days in advance. Disabilities (2 of 3)

10. Hearing-impaired: may not realize an evacuation alarm is sounding; may require alerting and guidance to the primary exists. Hearing-impaired: may not realize an evacuation alarm is sounding; may require alerting and guidance to the primary exists. Vision-impaired: may require guidance or assistance to exists. Vision-impaired: may require guidance or assistance to exists. Mobility-impaired: elevators will probably not be working Mobility-impaired: elevators will probably not be working Proceed to an enclosed, fire-rated stairwell and call for assistance. Call campus security243-4000 or 243-6131 and inform them of the situation. Proceed to an enclosed, fire-rated stairwell and call for assistance. Call campus security243-4000 or 243-6131 and inform them of the situation. If the hazard is not near the impaired person and the room or location is safe; staying in that location may be the best choice. Than call an emergency responder to make them aware of your location. If the hazard is not near the impaired person and the room or location is safe; staying in that location may be the best choice. Than call an emergency responder to make them aware of your location. Disabilities (3 of 3)

11. Mental Impairment Autism, Down Syndrome, etc. are all considered mental impairments. Patron’s with these and other developmental delays will probably not be sitting in the Disability sections. They will however still need assistance or guidance to the emergency exits. They may be very upset and confused, let the person with them try to keep them calm and in some cases you may need to step in and assist if the patrons are blocking an exit, endanger themselves or endangering others. You are not trained to work with patrons with developmental delays but you can help the person with them or call security to assist you. Autism, Down Syndrome, etc. are all considered mental impairments. Patron’s with these and other developmental delays will probably not be sitting in the Disability sections. They will however still need assistance or guidance to the emergency exits. They may be very upset and confused, let the person with them try to keep them calm and in some cases you may need to step in and assist if the patrons are blocking an exit, endanger themselves or endangering others. You are not trained to work with patrons with developmental delays but you can help the person with them or call security to assist you.

12. Dress Code Professional, clean, tidy Professional, clean, tidy A combinations of white, khaki, or a light color top/ shirt (tucked in) A combinations of white, khaki, or a light color top/ shirt (tucked in) Dark slacks/pants Dark slacks/pants No jeans, tee shirts, shorts No jeans, tee shirts, shorts

13. Max and Betty Swanson Sky Club Alcohol is served in the Sky Club, but it’s not to be taken from the Sky Club. Alcohol is served in the Sky Club, but it’s not to be taken from the Sky Club. During concerts, there is no access to the Sky Club from the arena stairs. You must enter through the elevator or the stair well. During concerts, there is no access to the Sky Club from the arena stairs. You must enter through the elevator or the stair well. You need to know who President and Mrs. Dennison are and where the President’s Box is located in the Sky Club. You need to know who President and Mrs. Dennison are and where the President’s Box is located in the Sky Club.

14. Situations? W hat do you do if someone during the show has a seizure? W hat do you do if someone during the show has a seizure? What do you do if someone falls down the stairs, or falls over the chair in front of them? What do you do if someone falls down the stairs, or falls over the chair in front of them? You will check to see if they need assistance, call Campus Security 243-4000 243-6131, get your supervisor, then fill out an Adams Center Incident report. You will check to see if they need assistance, call Campus Security 243-4000 243-6131, get your supervisor, then fill out an Adams Center Incident report.

15. Incident Report Information Call for help Call for help You need to stay with the patron until help arrives, if needed. You need to stay with the patron until help arrives, if needed. Take note the environment in which the incident occurred. Take note the environment in which the incident occurred. Be accurate and objective with behavioral descriptions. Be accurate and objective with behavioral descriptions. Don’t put emotions into the report, just the facts. Don’t put emotions into the report, just the facts. Make sure that the Event manager or supervisor is aware of the situation. Make sure that the Event manager or supervisor is aware of the situation.

16. Customer Service If you encounter abusive language directed towards you or another patron call event security to handle the situation. If you encounter abusive language directed towards you or another patron call event security to handle the situation. We are in the customer service business! We are in the customer service business! Avoid arguments and/or physical contact with patrons. Avoid arguments and/or physical contact with patrons.

17. Thank You! We want to say We want to say Thank you for representing the Adams Center so well and giving Great Customer Service! Thank you for representing the Adams Center so well and giving Great Customer Service!

18. Questionnaire on the Power Point Presentation Was the information useful? Was the information useful? Was the layout easy to look at? Was the timing of the slides appropriate (were you able to read everything)? Is there anything you that didn’t get covered? Please list any suggestion for improving this training.