IAAM members receive 60% off of all videos published by the IAAM Foundation.

Managing the Crowd          ORDER NOW!

This video training program is designed to be an instructional aid for training of event guest services staff at public assembly facilities, including arenas, stadiums, performing arts centers, convention centers, and amphitheaters. This program is appropriate for such staff as ushers, ticket takers, security, box office, concessions, parking lot staff and other event services staff including medical and supervisory positions. The video features graphic documentary footage from three crowd disasters: The 1985 Bradford, England, Stadium Fire, which killed 40. The 1989 Sheffield, England, Stadium Disaster, which killed 95. The 1985 European Cup soccer match between English and Italian teams at Heysel Stadium, Brussels, Belgium, where 41 persons died. The Instructor's Guide provides a detailed guide to conducting the training session.

Available in VHS format; other video formats may be ordered by special request.
Running time is approximately 18 minutes.
Cost of the tape is $49.95 for IAAM members and $120 for nonmembers.
#08-049

Customer Service Begins With Me: Superior Guest Relations at Public Assembly Facilities            ORDER NOW!

This IAAM video training program will help facility managers in training event staff and other employees on customer service techniques. The instructional package includes a 17-minute VHS video and an Instructor's Guide and Resource Manual. The program covers customer service roles common to all public assembly facilities-arenas, stadiums, performing arts centers, convention centers and amphitheaters. Positions for which this video is targeted include ushers, ticket takers, security staff, box office and concessions personnel, parking lot attendants and other staff with customer service positions.

Running time is approximately 17 minutes.
Regular price $125.
IAAM member price $49.95.
#08-045

Building, Motivating and Maintaining the Crowd Management Team          ORDER NOW!

This back-to-the-basics session provides a comprehensive review of the process of implementing a crowd management philosophy. Recorded at the 14th Annual International Crowd Management Conference, November 10-13, 1996, at the Opryland Hotel, Nashville, TN. The sessions included the following speakers and topics: John Gordon, Orientation & Training of Event Staff; Steve Gemza, Organizing, Conducting, and Implementing Event Briefings; Dick Day, Reducing Liability Through Risk Management Training; Phil Pearce, Training for Excellent Guest Service; Bart Butler, Using Event Staff to Manage "Attitudes" of Crowds. 1997.

Two VHS format tapes with a running time of 190 minutes.
Regular price $125
IAAM member price $49.95.
#08-046

Updated!
Emergency Planning at Public Assembly Facilities   ORDER NOW!

         This updated instructional package includes a 14-minute VHS video and an
          Instructor’s Guide and Resource Manual.  All new interviews and footage update
          this video for post

          9/11 concerns. This video provides event staff with instruction on their role in
          the facility’s emergency planning process. Included is the new Emergency
          Preparedness “Best Practices” Planning Guide and other supplementary resources
          for discussing principles of response to terrorism, fires, bomb threats,
          earthquakes and medical emergencies. VHS format with a running time of
          approximately 14.5 minutes. 2003.

08-044 $125.00
($49.95 for IAAM members)

Safety Awareness at Public Assembly Facilities          ORDER NOW!

A program designed to help you raise the level of awareness in safety issues affecting employees and patrons. Includes a 20-minute VHS video and Instructor's Guide and Resource Manual. It helps to dramatize both unsafe and safe practices for all levels of staffing in a variety of venue settings. The Instructor's Guide and Resource Manual provides you with the tools needed to conduct your own in-house training session supported by resource material from OSHA.

Regular price $125.
IAAM member price $49.95.
#08-043

Service Excellence: Patrons With Disabilities          ORDER NOW!

This video explains in simple language how your staff can become service minded and use proper etiquette when providing service for patrons with disabilities, including mobility, hearing, vision and speech impairments. This training program includes VHS video, a set of Trainer's Notes and background material on complying with ADA. 1993.

VHS format with a running time of 15 minutes.
Regular price $105
IAAM member price $39.95.
#08-032

Service Excellence: Dealing with Guests' Problems and the Problem Guest        ORDER NOW!

This video provides training to help all levels of staff deal with the problem guest. The script presents two styles of communication in patron service situations-the direct and the indirect styles. Your staff will learn techniques for diffusing incidents and improving overall levels of patron services. 1994.

VHS format with a running time of 20 minutes.
Regular price $105
IAAM member price $39.95.
#08-039

Card Tricks: How To Spot Fake Identification Cards          ORDER NOW!

This videotape training program should be part of every facility's alcohol management program. Alcohol servers learn techniques to prevent sales to minors. Three "card tricks" are identified: impostors, altered IDs and fake IDs. Servers learn to prevent each of these "tricks" in real life situations. This training program was developed and funded by the National Highway Traffic Safety Administration and the TEAM (Techniques for Effective Alcohol Management) Coalition. 1992.

Running time: 15 minutes.
VHS format only, $10.
#08-040