Sensitivity Training

Abstract design of flower petals in pastel. SENSITIVITY TRAINING.

LEARNING OUTCOME. Security Guards often interact with the public daily. It is important they approach individuals with respect to avoid any biases that may impact how they interrelate with others. As discussed earlier, the Code of Conduct governs how we are to act when we are working. However, there are other issues that need to be addressed; such as having basis and prejudices against the ethnic background, persons with mental or physical disabilities, and gender/sexual orientation..

The Human Rights Code. The Ontario Human Rights Code is a provincial law in the province of Ontario, Canada, that gives all citizens of the province equal rights and opportunities without discrimination in specific areas such as jobs, housing, and services. The code's goal is to prevent discrimination and harassment because of race, ancestry, place of origin, color, ethnic origin, citizenship, creed (religion), sex (including pregnancy), sexual orientation, disability, age, marital status (including same-sex partners), family status, receipt of public assistance (in accommodation only) and record of offenses (in employment only)..

The Human Rights Code. The Human Rights Code provides for equal treatment in the areas of services, goods and facilities, accommodation, contracts, employment, and membership in vocational associations and trade unions without discrimination on the grounds of race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex (including pregnancy), sexual orientation, disability, age, family status (including a same-sex partnership), the receipt of public assistance (in accommodation only) and record of offenses (in employment only). The Code provides for freedom from harassment or other unwelcome comments and actions in employment, services, and accommodation on all grounds. It is the privilege and responsibility of every person in Ontario to honor and adhere to the letter and spirit of the Code, and to support its aim of creating a climate of understanding and mutual respect for the dignity and rights of each individual. We recognize that this applies to all employers, employees, employment agencies, trade unions, professional associations, landlords, realtors, those entering a contract, and those providing goods, services, and facilities..

Definitions from the Ontario Human Rights Code. Harassment: Engaging in a course of vexatious comment or conduct that is known or ought reasonably to be known to be unwelcome. It covers a wide range of offensive behavior. It is commonly understood as behavior intended to disturb or upset. In the legal sense, it is behavior that is found threatening or disturbing. Sexual harassment refers to persistent and unwanted sexual advances, typically in the workplace, where the consequences of refusing are potentially very disadvantageous to the victim. Discrimination: A distinction based on the personal characteristics of an individual resulting in some disadvantage to that individual. The Ontario Human Rights Code (OHRC) does not provide a definition for the term discrimination. However, the intent and meaning of the Code along with interpretations of the term contained in judicial decisions suggest that discrimination is differential treatment based on a personal characteristic that has an adverse impact on an individual or group. Examples of personal characteristics include race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, or handicap..

Definitions from the Ontario Human Rights Code. Gender: People who are discriminated against or harassed because of gender identity are legally protected under the ground of ‘sex’. This includes transsexual, transgender, and intersex persons, cross-dressers, and other people whose gender identity or expression is, or is seen to be, different from their birth-identified sex. Gender Identity: Gender identity is linked to a person’s sense of self, and particularly the sense of being male or female. A person’s gender identity is different from their sexual orientation, which is also protected under the Code . People’s gender identity may be different from their birth-assigned sex, and may include:.

Definitions from the Ontario Human Rights Code. Transgender : People whose life experience includes existing in more than one gender. This may include people who identify as transsexual, and people who describe themselves as being on a gender spectrum or as living outside the gender categories of “man” or “woman. Transsexual : People who were identified at birth as one sex, but who identify themselves differently. They may seek or undergo one or more medical treatments to align their bodies with their internally felt identity, such as hormone therapy, sex-reassignment surgery, or other procedures. Intersex : People who are not easily classified as “male” or “female,” based on their physical characteristics at birth or after puberty. This word replaces the inappropriate term “hermaphrodite. Crossdresser : A person who, for emotional and psychological well-being, dresses in clothing usually associated with the “opposite” sex..

Sexual Orientation. “Sexual orientation” is a personal characteristic that forms part of who you are. It covers the range of human sexuality from gay and lesbian, to bisexual and heterosexual orientations. Sexual orientation is different from gender identity, which is protected under the ground of "sex.“ The Ontario Human Rights Code (the “Code”) is a law that provides for equal rights and opportunities and recognizes the dignity and worth of every person in Ontario. The Code makes it against the law to discriminate against someone or to harass them because of their sexual orientation or their marital status which includes same-sex relationships. This right to be free from discrimination and harassment applies to employment, facilities, accommodation and housing, contracts, and membership in unions, trade, or professional associations. This means that a person cannot be treated unequally or subjected to harassment in these areas because he or she is gay, lesbian, heterosexual, or bisexual. It is also illegal to discriminate because someone is in a same-sex relationship..

Discrimination. Discrimination because of gender identity is any action based on a person’s sex or gender, intentional or not, that imposes burdens on a person or group and not on others, or that withholds or limits access to benefits available to other members of society. This can be overt or subtle and includes systemic discrimination, such as when there is a non-inclusive rule or policy. Harassment is a form of discrimination. It includes comments, jokes, name-calling, or behavior or display of pictures that insults or offends you or put you down because of your gender identity. No person should be treated differently while at work, at school, trying to rent an apartment, eating a meal in a restaurant, or at any other time, because of their gender identity. Organizations cannot discriminate, must deal with harassment complaints, and must provide a non-discriminatory environment for trans people. This responsibility extends to “third parties,” such as people doing contract work or who regularly meet t he organization. Individuals should be recognized as the gender they live in and be given access to washrooms and change facilities on this basis unless they specifically ask for other accommodation (such as for safety or privacy reasons). The same rules apply to Gender..

Harassment. Harassment is making a hurtful comment or action that is known or ought to be known to be unwelcome. Harassment can happen even if the jokes are not specifically about sexual orientation. An employer is responsible for making sure the workplace is free from discrimination and harassment. The employer must act if it knows or ought to have known about inappropriate behavior based on sexual orientation or a same-sex relationship. Discrimination occurs when a person is treated unequally or differently because of sexual orientation or a same-sex relationship. It is also against the law to instruct others to discriminate because of sexual orientation. Discrimination can result from a person’s actions or from the rules and policies of an organization..

People with Disabilities. When dealing with people with disabilities a security guard should have knowledge of the Accessibility for Ontarians with Disabilities Act, as it will give us an indication and direction when it comes to this situation. A disability is any degree of physical disability, infirmity, malformation, or disfigurement that is caused by bodily injury, birth defect, or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device, a condition of mental impairment or a developmental disability, a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language, a mental disorder, or an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, of 1997..

People with Disabilities. The following requirements of the customer service standard apply to all providers that are covered by the standard. If you are a provider, and any member of the public has access (the restaurant kitchen is not publicly accessible) to your property, you must communicate with a person with a disability in a manner that considers his or her disability. Allow people with disabilities to be accompanied by their guide dog or service animal in those areas of the premises you own or operate that are open to the public unless the animal is excluded by another law. If a service animal is excluded by law, use other measures to provide services to the person with a disability..

People with Disabilities. Permit people with disabilities who use a support person to bring that person with them while accessing goods or services in premises open to the public or third parties. Where admission fees are charged, provide notice ahead of time on what admission, if any, would be charged for a support person of a person with a disability. Provide notice when facilities or services that people with disabilities rely on to access or use your goods or services are temporarily disrupted. Very simply put we must make every effort to ensure that people with disabilities, no matter what the disability, are treated equally and are provided any assistance where required. If while working, you encounter someone with a disability, don’t hesitate to ask if they require assistance..

PEOPLE OF DIFFERENT ETHNICITIES. Negative Positive Abusive Helpful Prejudicial Friendly and Smart Racist Providing Arrogant Community Service Insensitive Honestly Preventing Crime Hostile Available.

People of Different Ethnicities. When it comes to how a security guard can become more sensitive to other cultures, there are many ways in which this can be achieved. Here are a few ways that can become more sensitive to other cultures. Looking at the cultural values and traditions to understanding an ethnic group. Examine the habits and customs of the group. By doing this, you might also gain insight into the culture’s view of authority figures. Learn about the history of a group since many cultures are driven by their past. Look at all avenues of the culture including language, holidays, and foods. Many people like to see a foreign person learning about their culture..

Mental Illness and EDPs. Emotional Disturbed Persons ( EDPs ) are nothing new to most of us, but the potential threat they represent is often overlooked because of feelings of complacency on the guard's behalf. Long-term, or the chronically ill, compromise most of the homeless population and is estimated makeup 50% of EDP s suffering from some sort of emotional sickness. Short-term EDP often control their condition with regular therapy, prescription medication, stress relief, etc. Over or under-doses of medication are usually the most common cause of flare-ups. Chemical abusers act very differently and persons with already unstable mental conditions can aggravate them further by abusing drugs or other mind-altering substances..

EDP. When encountering an EDP , there are several key guidelines to having a safe encounter for both you and the person: Never underestimate the intelligence of an EDP. Get back up and wait for the Police whenever possible. Take your time. Talk softly, slowly, and simply. Tolerate annoying behavior like snapping of fingers, banging on tables, etc. Try to calm the subject. Maintain a safe distance and escape routes. Be ready to use defensive force, if necessary, and ONLY AS A LAST RESORT. Don’t be lulled by apparent cooperation. A little-known fact is that up to 20% of all EDPs are also EDGED WEAPON CARRIERS. A knife or edged weapon mixed with an EDPs violent hallucinations, feelings of superhuman strength, and resentment towards your uniform may be all that is needed to make this encounter a deadly one. The environment we work in is becoming ever more violent and challenging..

B est practices in the field of Security. This is a prescriptive overview of some of the general best practices in the field of Security. Every case is unique and must be handled in accordance with the evolving situation. The mentally ill individual may or may not be operating with Mens Rea (criminal intention). The emphasis is not directed at making social workers of security guards. It is about giving skills and qualifications to determine how to best deal with the subject. Back-up is a must when dealing with anyone who is mentally ill..

B est practices in the field of Security. Mental illness is a disorder of a person’s emotional, thought, or cognitive process that grossly impairs judgment, behavior, or the capacity to recognize reality. When dealing with the mentally ill one must be aware that there are four stages that will or might be experienced by the security guard. The pre-crisis stage is the initial stage where all emotions and feelings are at a calm level. Thoughts and emotions on both sides are under control (until an unexpected event occurs). The crisis stage is when the situation is such that officers have to become involved, and the incident is elevated to the crisis level. Things may spur out of control, prompting early negotiations through establishing rapport and credibility to restore the subject to a pre-crisis level of functioning. Guards should attempt to get the subject to evaluate his or her position by outlining the options and consequences of each action..

B est practices in the field of Security. The hope for a peaceful resolution of the crisis resulting from successful negotiations permits the guard to accept the notion of surrender without casualty. It should be noted that this would be in a worst-case scenario, and in the event, the proper authorities have not yet arrived. While we will have a caring approach to dealing with the mentally ill; never sacrifice guard safety for rapport..

Critical Points to consider when interacting with an EDP.

Critical Points to consider when interacting with an EDP.