Case scenario on ensuring service delivery through assistance & support to team

You are the security supervisor for a team of security personnel at an Australian domestic airport. During this holiday season you realised that the number of passengers and travelers have increased drastically.

You also witnessed that customers are bullying security staffs in airports because of the slow service, where there may be as few as half a dozen staff to check in the hundreds of passengers over a very short timeframe.

"Your security team members are subject to abuse on a daily basis from passengers already stressed about making their flight, which is aggravated by the lack of staff and long queues. In fact, one member already left the job recently because the employees couldn't handle the abuse.

Prepare a draft speech to encourage their emotional state and to inform them that 20 more staff members will be hired to manage the rush hours in the airport.