LEARNING OUTCOME

LEARNING OUTCOME. Security guards that work in communications face a variety of situations and must always conduct themselves professionally. A significant portion of their practice entails ongoing dialogue and communication with staff members and coworkers. The effectiveness of guards' interactions with others has a big impact on how well they perform their duties. To adapt to various situations and diffuse situations as needed, security guards must have strong communication skills..

PROFESSIONAL COMMUNICATION. Law enforcement officers use communication skills daily in performing their duties – whether they are calming a frightened victim, directing a crowd to disperse, placing someone under arrest, or interviewing a witness – being a security guard is no different. Because it is such a big part of a security guards job, it is important to set communication skills in the context of professional law enforcement. This section addresses the topic of Professional Communication. The idea of Professional Communication really involves three separate concepts: professional, communication, and skills..

PROFESSIONAL. Today’s security guard is expected to act as a professional. What does that mean? What differentiates professional communication from ordinary communication? While there are many different definitions of what it means to be a professional, most of them involve these concepts: Ethics – a professional is expected to meet high ethical standards. Respect – a professional is expected to show respect for others and to earn the respect of others. Appearance – a professional is expected to “look the part” by being fit, well- groomed and neat. Demeanor – a professional is expected to exhibit a calm and authoritative demeanor, regardless of how others around are reacting. Diligence – a professional is expected to complete assigned tasks carefully and thoroughly, and to do any necessary follow-up. Competence – a professional is to have the knowledge and skill to do the job at hand. Attitude – a professional is expected to demonstrate a positive, helpful, and respectful attitude, and to be a positive representative for his or her employer..

SKILLS. According to the dictionary, a skill is “…a learned power of doing something competently: a developed aptitude or ability” (Webster’s Collegiate Dictionary, 10th edition). In other words, while a person may be born with an aptitude, one has to learn a skill. We are familiar with this concept in athletics – just because a person is strong and coordinated, does not automatically make him/her a good basketball player. Becoming good at a particular sport requires learning specific skills, such as ball handling, teamwork, strategy, and so on. Security work involves many skills with a strong physical component, such as using a baton, driving a car, employing defensive and arrest tactics, and so on. These are often called psychomotor skills because they involve both mental and physical components. Other skills, such as communicating effectively, involve mental and relational/transactional components. In other words, employing the skill involves both knowing what to do and also being able to “read” a person or situation accurately and respond to feedback..

Professionalism in Security Guard’s Communication.

The Importance of Professional Communication. Security Guards face many dangers on the street. We all know that every year guards get injured and killed in the line of duty. But not all dangers faced by security guards are from sudden physical assaults. Guards can get injured in the course of using Defense and Arrest Tactics to gain control of resistive people; they can become ill and die of stress-related conditions like heart disease or alcoholism; or their lives can be disrupted by divorce or job-related litigation. Just as security guards must be proficient in psychomotor skills to be able to defend against sudden assault, they must also be proficient in professional communication skills to head off the more subtle dangers of the job..

The Importance of Professional Communication as a Security Guard.

What is achieved with Good Communication?. Good communicators are more effective guards for a number of reasons. It is obvious that as the message is clearer, it is less likely that someone will misinterpret the officer’s intentions. Interestingly, the way something is said can be more important than the words themselves. Most agencies find that the bulk of citizen complaints are due to guards who were perceived to be rude or overbearing. A skilled communicator is less likely to have complaints lodged against him or her, and better able to represent his or her agency positively. Additionally, skilled communicators write clearer, more precise reports – reducing rework and making testifying in court easier . Overall, good communication makes doing your job easier and less stressful and enhances your career development. As you move up the ladder to positions with wider responsibilities, clear communication is essential, both within the organization and with the public. For those reasons, skilled communicators are more likely to be promoted with a resulting increase in job satisfaction. The benefits of being a skilled communicator can spill over into your personal life as well, boosting your confidence and self-esteem and enhancing your personal relationships..

Who is listening?. We have mentioned that clear communication is essential to ensure that the person to whom you’re speaking understands your message, but you need to ask yourself one question: is that person the only one listening? As a security guard, you cannot escape being in the public eye. You stick out in a crowd because you wear a uniform. You are often seen not as an individual, but as a representative of your agency. What you say and do, and the way you behave at any given moment may have implications far beyond the situation you are facing..

Who is listening?. We have all heard stories of officers saying or doing something in an unfamiliar moment that sets off a storm of controversy. Know that anyone may be watching and listening. More specifically, the following are among those who may be within the vicinity: Persons interacting directly with guards; Other security guards; Supervisors; Administrators; The public; Media reporters; Municipal or county elected officials; Police and Fire Commission members; Plaintiff’s attorneys..

Who is listening?. You should assume that whatever you say, write, or do could appear in tomorrow’s newspaper or be headlined on the 11 o’clock news. Citizens have scanners, and they can listen in on radio traffic – even site-only radios or “talk-around” transmissions. An offhand remark or pejorative comment intended as a joke can come back to haunt you. When an officer is dealing with a citizen on the street, in a mall, in a commercial office tower, residential building, or construction site, other citizens are watching – and sometimes videotaping. What seems like a minor overreaction in the context of a heated exchange can look like an officer out of control without that context. Professionals don’t run the risk of being misinterpreted as a result of indulging in unprofessional communication..

Who is listening?. The following step-by-step methods of communicating with difficult people: The 8-Step Method for Dealing with People Meet and greet. “Hello, Sir/Madam.” Identify yourself and your department. “My name is James. I am with Phoenix Security.” Give a reason for the stop. “The reason I am speaking with you is that you are trespassing.” Ask for a Justified Reason for Infraction. “You were advised not to return to the park. Is there any legal justification for you to be here today? Ask for Positive Identification. “I need photo identification before handing over the guest access card. Acknowledge their Cooperation in the matter. “Thank you for your continued co-operation in this matter. This will only take a few minutes.” Make a decision. Effective Close. “Thank you for your time and understanding in this matter. Please have a nice day..

5-Step Hard Style for Dealing with Difficult People.

Example #1: Dealing with a trespasser in a tenant space.

Example #2: Dealing with a trespasser in a tenant space.

F.A.S.T.E.R.. There are times when words fail. At this point, we use the acronym “FASTER” to relate to six distinct times when words alone will or have failed, and physical force or other options are necessary. F light If someone is attempting to escape your lawful custody, stop talking and ACT. A ssault If a subject attempts to or does assault you in any way, ACT. S ecurity If the security of you, someone under your protection, or the property comes into jeopardy, physical actions should be taken to control the situation. If the situation is, for example, at 3 AM in a retail environment and an unknown individual is in the China store smashing things with his baseball bat. A reasonable response is to contact the police and await their arrival. Physical confrontations at this point are not in favor of the Security Guard..

F.A.S.T.E.R.. T hreshold Event A threshold event is something that would transform a group of people into a mob. For example, during a peaceful protest, police moving in to arrest one person may cause the rest of the group to become violent. The arrest attempt by the police would be considered the threshold event. Likewise, a group of passive people, happy over the Maple Leaf’s winning the Stanley Cup would be transformed by an individual throwing a brick through a window of an electronics store and yelling “Free TV’s!” The normal law-abiding citizens believing they have anonymity would be more inclined to loot and steal than under normal circumstances. E xcessive Repetition This is a common mistake by people working in law enforcement. As a security guard, you have to set control and limits on the individual you are dealing with. Giving the person an unlimited number of chances to comply is a sign of weakness on the guard’s part. It implies that you are not prepared to take physical control of the situation, if necessary. R evised Priorities As the situation changes you, as the security guard involved, must change and adapt to the dynamic process. If you are in the process of handcuffing a subject and 3 of the subject’s friends show up and intervene, a tactical ‘disengage’ is suggested..

Making Requests & Giving Orders. As a security guard, you will often have to get people to do things that you want them to do. These situations will range from simple, straightforward occasions in which you want someone to do a small, easily understood task (such as signing a form), to more complex incidents in which you will use a series of specific commands to get people to comply. As with other communication settings, the way in which you make a request or issue an order can very much affect the outcome. The degree to which you show respect and consideration to others often affects their reaction to you, and in turn, the amount of aggravation or stress that you experience. It is usually – though not always – better to ask someone to do something rather than to tell someone to do something. People almost always prefer being asked rather than giving orders, because they feel that this puts them on a more equal level with the other person. If a request is not complied with, you can always escalate to issuing orders. On the other hand, it’s difficult to go the other way – to issue an order and then, if the person does not comply, to make a request..

Making Requests & Giving Orders. Here are some steps to follow when making requests: Make direct eye contact with the person. Make your request politely but firmly, using words and phrases that are simple and most likely to be easily understood. Use the word “please.” Examples: “Sir, would you please get out of your car and close the door behind you?” “Ma’am, will you please stay here for a minute while I check on this information? “Sir, could you please move over to the curb at this time?” 3. Say “thank you” if the person complies. Sometimes, it may even be a good idea to say “thank you” before the subject complies with what you’ve asked. This gives the impression that you expect them to comply, and they may then do so. Example: “Sir, please place your hands on the steering wheel. Thank you.”.

Making Requests & Giving Orders. Remember that your goal is always to obtain cooperation. If you can accomplish that with a polite request, you win and you allow the subject to retain his/her dignity. There are times when you will need to tell someone to do something rather than ask them to do so. For example, you might do so if a subject does not comply with your request, or based on your tactical evaluation if it would be clearly inappropriate to make a request. The context of the situation dictates whether you will give orders. As with asking questions, the way in which you give orders is very important. If you are authoritarian, sarcastic, or otherwise disrespectful, the person will be less likely to comply with your order, and voluntary compliance is always a main objective..

Making Requests & Giving Orders. When you issue an order, follow these guidelines: When you can, make direct eye contact with the person. Start with the word “sir” or “ma’am” as a way of showing respect. In a calm, firm tone of voice, tell the person what you wish to be done. Use simple, direct language. Avoid using the phrase “You need to…” or “I need you to…” as this personalizes it for the subject. Examples: ‐ “Sir, put your hands on the steering wheel where I can see them.” ‐ “Ma’am, move over to the side of the room.” ‐ “Sir, leave the property now.” ‐ “Sir, show me your hands right now.” ‐ “Sir, turn and face that wall.”.

Phrasing Questions. You should avoid phrasing questions in such a way that the respondent feels that only one answer is acceptable, for example, “he hit him with the 2 x 4, right?” or “it was that drunk over there, wasn’t it?” A useful exercise after taking a statement or set of facts is to summarize the facts as you have heard them. Quite often, you will find that other information will be forthcoming or that you have misunderstood some piece of information given to you. By summarizing the information back, you will avoid the embarrassment of having errors or misunderstandings surfacing later. Also, repeating the information gives you a chance to run over your mental checklist and fill in any gaps which might have occurred..

Phrasing Questions. When in court, hearsay evidence is not admissible. However, when investigating, hearsay can be very useful in giving you leads, opening up other areas of investigation, or providing a possible motive for the crime. For example, you might ask a person’s supervisor if they were having trouble with their fellow employees following a vandalism or theft occurrence. Anything the supervisor tells you would not be germane to the case as far as a court of law is concerned but might give you a possible motive and suspect. When questioning witnesses, it is important to place them at ease and establish trust in you personally, trust in your ability, and knowledge, and trust that the information given will be treated in a proper manner with all seriousness. Only you can do this. However, there are some points that you can be aware of which tend to establish trust and confidence..

The Notebook in Communication. Do not start off the conversation by taking notes. Introduce them slowly, and discreetly, or tell them you must make notes. For example, “that’s interesting; I should make a note of that.” Once the memo book is out, you can continue using it, without further reference to it. Remember, these are your notes of what happened. Do not share your notes with the informant. When taking notes, do so without drawing too much attention to them. Do not tell the witness to pause while you write something down. Clarify points later. Be responsive to the mood and voice tone, but do not overact. Be natural and show a genuine interest in what the informant is telling you. Ask whether the witness would mind signing your memo book to confirm what he/she has said establishes trust by allowing them to sign as an indicator that the information recorded is accurate and they know what you wrote. If they refuse to sign, then make a note indicating they refused to sign and gather as much information about them as they are willing to part with (e.g. name, contact number, etc.).

Questioning Methods. Questions in which you ask the subject to tell you what occurred in their own words: – have been shown to get answers that are more accurate but offer less information than interrogatory questions. These open-ended questions usually begin with who, what, where, when and wow. Specific questions that require specific answers have been shown to provide more detail but are generally less accurate detail. These are known as leading questions. More errors occur when the subject is forced to answer questions than when they are free to choose their own details. The wording of the question can suggest to the subject the answer you are seeing. For example: Did you see a gun? Was there a gun? Did you see the gun? Each question offers a different suggestion to the subject, although they seek to get at the same answer..

Communication Concepts: Spoken and Unspoken. Nonverbal communication, or kinesics, is body language (e.g., gestures) and can comprise up to 55% of all in-person communication. Up to 38% is dependent on vocality, such as tone, volume, pitch, and modulation. Less than 10% is verbal communication or the words used. One expert estimated that these figures change to 82% vocal and 18% verbal when the communication is via telephone since parties cannot see the other person’s non-verbal communication. If voice tone and physiology (not your appearance per se, but rather your posture and facial expression) are so crucial in how people react to you, then what is the key to producing voice tone and physiology? It is your belief and expectation about the outcome. If, when you first meet someone and you want to gain rapport, you believe you are going to get rejected; either you will convey fear and make him/her fearful, or you will try to beat them to the punch and act obnoxious and arrogant that he/she will reject you. You do not have to wait too long in suspense for your negative prediction to come true. You just want to get it over with quickly so you produce the humiliation that you believe you cannot avoid..

Communication Concepts: Spoken and Unspoken. Conveying warmth and affinity is not so tough – just think of how you look and sound when you see a niece or nephew, or even a pet that delights you. This is not to suggest that baby talk is a way of gaining rapport. This is just an example of where it is natural for you to behave the way you want to when dealing with new people and gaining rapport. The most important principle to remember here is that the meaning of your communication is the response it gets. If you use a tone of voice or a facial expression that makes people fearful or suspicious, then no matter how clever your words are, the message you convey to them is that they should be afraid and suspicious of you. This may seem a little silly and it will help you gain more skill and flexibility in communication than you ever dreamed of, so just do it..

Practice exercise:. 1. Remember the nursery rhyme Row, Row, Row your boat? Here are the words: row, row, row your boat, gently down the stream. Merrily, merrily, merrily, merrily life is but a dream. 2. Practice out loud, saying these words with all the warmth and friendliness you can muster. 3. Practice saying them out loud as if you thought they were the funniest thing in the world, and you might crack up laughing at any moment. 4. Practice saying them out loud as if they were the saddest words, you’ve ever read. Okay, so you feel a bit silly practicing and it seems a bit weird. Just remember that it isn’t so much what you say to a person, but your tone of voice and body language when you say it! Also, your message must match your body language and your body language must match your message!.