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  3. How do I manage a person who will not wear a mask in the centre ?
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  3. How do I manage a person who will not wear a mask in the centre ?

How do I manage a person who will not wear a mask in the centre ?

If anyone is not wearing a mask in the centre, including customers, guests, vendors, etc., please manage these situations in the same way when a customer breaches the House Rules in accordance with your local laws and guidelines. In this case, anyone not wearing a mask in the centre is in violation of the Health & Safety paragraph in the House Rules.

Direct them to the local government guidelines and/or signage in place at your centre. As this is an exceptional case you can show great customer service by offering a mask from our centre supply ensuring we are keeping the centre safe. Here are some talking points you can use to start the conversation:

“We have worked diligently to implement policies and practices to ensure a safe working environment which has allowed us to begin to expand our business services to you and your business. Please abide by the signage posted around the centre to ensure yours, your team, your guests, and our team’s safety.”

If the behaviour continues: “Following up to our previous conversation, I’ve noticed you’re still not wearing a mask at all times in the centre common areas. At this time I wanted to bring to your attention paragraph ## in the House Rules related to Health & Safety. A violation of the House Rules can lead to service restriction up to and including termination. It is imperative you abide by the rules set forth in our mutual agreement in order to provide a safe and healthy workspace for everyone.”

For further assistance and guidance, please reach out to your regional Corona Virus Helpdesk.

Reference: IWG Academy > Business Playbook > COVID-19 Guidelines

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