炸弹威胁应急程序.docx

炸弹威胁应急程序.docx

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炸弹威胁应急程序

BombThreatEmergencyProcedure

炸弹威胁应急程序

AboutBombThreats

关于炸弹威胁

Itiscriticalthatthepersonreceivingabombthreatremaincalmandtrytoobtainasmuchinformationaspossiblewithoutexcitingthecaller.Listencarefully.Payattentiontovoicecharacteristicsandbackgroundnoises.Inmostcases,thehoteloperatorwillreceivethebombthreat;howevereveryoneshouldbeawareoftheprocedures.Abombthreatchecklistisprovidedandshouldbecompletedwhiletalkingtothecaller.

当员工收到炸弹威胁时保持冷静并尽量获取尽可能多的信息是至关重要的．认真倾听，注意其声音特点及其周围噪音．在通常情况下，酒店话务员会接到炸弹威胁，但所有人都应知悉此事件的应急程序．在与来电者通话的同时应填写所提供的炸弹威胁检查单．

Ifextortionisinvolvedwithabombthreat,alldemandswillbeturnedovertotheauthoritiesandtheGeneralManager.DonothesitatetocontacttheGeneralManageronhismobiletelephoneevenheisnotonproperty.

如果此炸弹威胁带有勒索性质，所有要求将直接转给相关人员和总经理．可直接通过手机与总经理联系，哪怕他当时并不在酒店．

Bombthreatsusuallycomeinthefollowingmanner:

炸弹威胁通常以下列方式

Locationgiventimetosetoffdemandsmade

提供地点引爆时间所提要求

1.yes/有no/没有no/没有

2.yes/有yes/有no/没有

3.yes/有yes/有yes/有

4.no/没有no/没有no/没有

5.no/没有yes/有no/没有

6.no/没有yes/有yes/有

Undernormalcircumstances,asfarasnodemandsaremadebythecaller,thechancesofahoaxinpoints1,2,4and5areextremelyhigh.However,thatdoesnotmeanthethreatcanbeignored.Ahousesearchistobeinitiatedunderanycircumstances.

在一般情况下,直到来电者再无要求，上述1、2、4、5种方式发生的几率仍然会相当的高。

然而，这并不意味着这种威胁可以被忽视。

在任何情况下启动住宅搜查都是必要的。

TelephoneOperator总机话务员

Usually,thetelephoneoperatoristhefirstpersontoanswerabomb-threatcall.SheplaysamostimportantpartinhelpingmanagementandthePublicSecurityBureauintheevaluationandinvestigationofthethreat.Whoeverreceivesabomb-threatcall,shouldtrytheirbesttofollowthepointsasstatedherebelowwhicharemosthelpful:

通常总机话务员是接到爆炸恐吓电话的第一人.她在帮助公安局及管理层估测及调查此恐吓事件的过程中是举足轻重的。

无论谁接到炸弹恐吓电话，都应尽力遵循以下规定的几点去做：

∙Keepascalmaspossible;

尽可能的保持冷静

∙Tryverybesttotakedowneverywordthecallersaid;

尽量记下来电者的每一句话

∙Trytocompletethebombthreatchecklistprovidedwhilespeakingwiththecaller;

与来电者周旋时尽力完成酒店所提供的炸弹恐吓信息清单

∙SignifytofellowoperatorswhoshouldimmediatelytrytotracetheoriginofthecallwiththehelpofthePublicSecurityBureauattelephonenumber“110”viatheTelecommunicationsBureau,afterwhichsheshouldinformtheGeneralManagerandtheEmergencyManagementTeamofthecall;

暗示身旁的同事应当立即联络公安局，请“110”通过电信局追踪电话来源以确定来电者的方位，然后她应当马上通知总经理和紧急事件管理小组。

∙Concentrateinlisteningtothecaller'svoice,speech,language,accent,mannerandalsothebackgroundnoises;

集中精神仔细辨认来电者的声调、语音、语言、口音、说话方式和他周围环境。

∙Keepcalleronthelineaslongaspossiblebyaskingthecallertorepeatthemessage;

以让来电者重复他的要求为借口尽量拖延他在线的时间。

∙Trytoobtaininformationastothelocationofthebomb,timeofpossibledetonation,whatkindofdeviseitisandhowisitpackaged-size,shape,colouretc;

尽量获取关于炸弹安放地点、爆炸时间、如何设计和伪装，如尺寸、形状、颜色等的信息。

∙AskthecallerforhisintentioninplacingthebombintheHotel;

询问来电者在酒店安置炸弹的目的。

∙IfthecallergiveshisintentionofwhyheisplacingabombinsidetheHotel,tellthecallerthatanoperatorcannotmakeanycommitmentsbutwillpassthemessagetotheManagementandtellthecallertocallagain;

如果来电者说出了他在酒店安置炸弹的目的，告诉他一个接线员无法做出任何许诺但可以将这些信息转给管理层，让他再打一次。

∙Ifpossible,askhowtocontactthecaller;

如果可能，得到他的联络方式。

∙CreatesomequestionstoseeifthecallerisfamiliarwiththeHotel’sbuildingandoperations;

设计一些问题看来店者是否对酒店的楼层和运营情况非常熟悉。

∙TellthecallerthattheHotelisfullyoccupied.Manyinnocentpeoplemightbekilledorseriouslyinjuredifthebombdetonates.Listentohisreply;

告诉来电者我们酒店入住率极高，如果炸弹爆炸会造成许多无辜的人严重受伤甚至死亡。

听他的反映。

∙Oncethecallerhangsup,relayallinformationtotheGeneralManagerwhowillinitiatethe“BombThreatProcedure.”

一旦来电者挂断电话，马上将对话录音转播给总经理，他将会启动“炸弹恐吓程序”。

∙CallandadvisetheEmergencyManagementTeamtoproceedtotheEmergencyControlCentreattheFrontOffice.TheEmergencyManagementTeammembersarecomprisedoftheSecurityManageratextension“6846”,theManager-on-Dutyatextension“0”,theChiefEngineeratextension“6830”,theExecutiveHousekeeperatextension“6820”,TheFrontOfficeManageratextension“6102”,theFood&BeverageManageratextension“6532”,andtheFinancialControlleratextension“6570”.

呼叫并建议紧急事件管理小组去位于前厅部办公室的紧急事件控制中心集合。

成员由分机为6846的保安部经理、分机为0的当天值班经理、分机为6830的总工程师、分机为6820的行政管家，分机为6102的前厅部经理、分机为6532的餐饮部经理和分机为6570的财务运营经理。

∙Stayalertandwaitforfurtherinstructionsand/orcallsthatmaybeforthcoming.

保持警觉并等待下一步的指示。

BOMBTHREATCHECK-LIST

ENTITYOFTHECALLER

OriginofthecallLocalCityCall.................InternalCall......................

电话来源本市电话内线电话

IdentityofcallerMale男性...............................Female女性...............................

来电者身份Adult成年人................................Juvenile未成年人.............................

LanguageofCallEnglish英语............................Putonghua普通话........................

来电者语言Cantonese粤语.......................Sichuan四川话.............................

Others其他...............................

AccentLocal本地人................................Foreign外地人..............................

口音

VoiceLoud大声的................................Soft柔和的....................................

语调High高声的.................................Deep低沉的..................................

Rough粗犷的............................Pleasant舒服的.............................

Disguised经过伪装的.......................Others其他..............................

SpeechFast快的.................................Slow.慢的..................................

语音Distinct清楚的.......................Distorted嘈杂的...........................

Stutter有口吃.........................Nasal有鼻音..................................

1person一个人......................2persons两个人..........................

BackgroundNoisesOffice办公室.........................Factory.工厂.............................

周围环境Street.大街.............................Animals动物园.............................

Airplane机场.........................Train火车..................................

Vehicles汽车上......................Music有音乐................................

Voices音控的........................Quiet很安静..................................

Others其他.............................

MannerCalm冷静的..........................Angry生气的................................

说话方式Rational理智的.....................Irrational不理智的.............................

Coherent连贯的...................Incoherent不连贯的..........................

Sober.镇定的..........................Intoxicated喝醉的..........................

Emotional情绪化的...............Deliberate蓄谋的............................

Humorous幽默的......................Aggrieved愤愤不平的...........................

Others其他.............................

Pleasewritedownclearlywhatthecallersaid请清楚的写明来电者的话

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