Effective Communications

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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!.

Receiver Skills and Active Listening. It is said that 50% of daily communication is listening. It is not that hard to accept that in society there are very good listeners, and adversely, those who are very poor listeners. By looking at some listening habits, consider how you listen to people…is there room for improvement here? Criticizing the speaker & delivery Not focusing on what is being said, but how it is being said. Noticing lisps, accents, stutters, word whiskers, etc. Listening only to the facts and not the feelings What other non-verbal messages are being given with the actual content? If a subject says that he/she is fine and not going to resist but his/her body language suggests a certain amount of resistive tension, then watch the subject closely and be cautious..

Receiver Skills and Active Listening. Faking attention Appearing to listen but not in fact doing so. I.e., nodding your head, tilting your head, saying “ mmmm ”, “yes”, “oh, I see”, and not listening to what is really being said at all. Tolerating or creating distractions When interviewing someone in a noisy area, you could try to find a quiet room or a more conducive place to speak to each other. Tuning out difficult or confusing information Some people tend to “turn off” when they hear technical information that may seem confusing to them. An example is that of the school child that does not understand the content of a class and thus becomes distracted..

Receiver Skills and Active Listening. Letting emotional words block the message The subject may be emotionally upset and become insulted by their choice of words. Do not ‘bite the bait’ and let your personal face show. Keep your professional face on and complete the task. Biases or prejudices Not restricted to race, color, etc., don’t allow yourself to be close-minded about anything you see in the person with whom you are speaking, you may be sending a negative signal..

Receiver Skills and Active Listening. Not facing the (upset) person Show a genuine interest when listening but be aware of cultural influences. For example, staring at someone in most cultures denotes some sort of challenge or disrespect. Not checking that you have understood. Confirm that you have understood the message. Paraphrase, repeat, compliment, or contend if necessary. At least, this shows that you have been listening and have enough interest in the topic, or speaker to speak further..

Interrupting the person or completing their sentence.

Five things that a Security Guard should never say!.

Security Guard’s Communication. When a guard speaks to someone and both parties can easily comprehend what the guard is attempting to say, communication is effective and comprehends exactly what they are attempting to say. Guards will benefit from clear and effective communication if they are able to: Gather complete, clear, and accurate information from people, Important information should be conveyed in a way that others can grasp, and potentially hostile or confrontational situations should be diffused. Sensitive guards need to be able to interact verbally and in writing with a variety of people to gather information. A security guard's communication, whether oral or written, should always be precise and use suitable language. Accurate information should be communicated without bias or opinion..

Verbal and Non-Verbal Communication. Direct interpersonal communication occurs when two persons are physically present to one other and consists of two primary elements: 1. Verbal communication: the spoken words and the way they are uttered 2. Nonverbal communication: A person's body language.

Verbal Communication. Verbal communication is when we communicate with another individual and express ourselves through words and tone. As a security guard, you will have plenty of chances for verbal communication at least some shared code the beneficiary of interacting with coworkers at work. You will typically speak with people face-to-face, over the phone, and over the radio. You may speak with your boss, other company employees, staff members on-site, members of the public, and law enforcement officials..

Non-Verbal Communication. Everything else we do when speaking to someone face-to-face constitutes non-verbal communication. We can indicate our age through how we stand, what we are wearing, how close we are to the other person, eye contact, hand gestures, and another body language. Four different elements make up our nonverbal communication: Visual: Body positioning, facial expressions, eye contact, movement of the arms and hands, and gestures are all examples of visual communication, which also goes by the name of body language. Tactile: This refers to the use of touch to aid in meaningful communication and includes hugs, pats on the back, and handshakes. Vocal: The vocal model only addresses the tone of voice that can be altered to convey a variety of emotions, including doubt, seriousness, excitement, and rage. Use of time, space, and image: We demonstrate our respect for time and space by being on time rather than being late and by how we portray ourselves..

Para-Verbal Communication. Your voice is a crucial component of verbal communication. Although the words we choose to express ourselves matter, so do the tone and volition with which we do so. Not only what we say matters, but also how the other person says it. Paraverbal communication refers to this aspect of communication that "how we say." The following are some of the key components of para-verbal communication: Tone: The "emotional" connotation of the speaker's voice; examples include calm, excited, angry, sincere, doubtful, sarcastic, friendly, detached, unfriendly, etc. Pitch: The speaker's voice ranges from high to low. Pace: The speaker's rate of speech. Cadence: The rhythm of the rise and fall of the speaker's voice during speech..

Para-Verbal Communication. When speaking to someone as a security guard, employ an authoritative, friendly, and confident tone of voice. See what each of these means by contrasting it with a tone of voice that is haughty, dismissive, and aggressive..

Communication Analysis. According to studies on how humans interact, up to 93 percent of the meaning we derive from our communication with others comes from non-verbal cues. According to some other studies, this is probably over 90%. (Wertheim, 2008). The findings also demonstrate that it is simpler to control one's verbal than nonverbal communication..

Tactical Communication. When something is employed to attain a certain objective or result, it is said to be "tactical." Therefore, tactical communication refers to the application of verbal skills designed to encourage the target of a guard's instruction to voluntarily comply. The goal of tactical communication is always to achieve voluntary compliance. When a security guard asks the other person to perform something that the other person does not want to do, there are many conflicts that arise. In such situations, it is crucial for the security guard to modify their communication style to persuade the individual receiving the direction to freely comply with it. Key elements of tactical communication include teamwork, diplomacy, negotiation, and persuasion..

Diplomacy, Negotiation, Persuasion. Diplomacy: Be very aware of what you say and do to make sure no one is offended. Reduce sensitivity to situations and consider people's emotions (are they angry, frustrated, unhappy, grieving, sod, in shock, etc.). Negotiate : what do they want? What they won't let you do, can you? If not, what alternatives can you give them? They should clearly state the options and the effects of each choice, in my opinion. Persuade: The capacity to influence another person's thinking in a positive and productive manner without lying, manipulating, etc. Don't try to bully others or lie, mislead, or threaten them. Justify and elucidate your desire. To encourage someone to collaborate voluntarily, it is always beneficial to explain what you are doing and why..

Persuasive Process. Three steps are frequently used in the persuasive process for guards aiming to win over recalcitrant people to voluntary compliance: The guard will often repeat orders to make sure the subject has heard them and understands what is expected of them. It's crucial to convey the instruction in a clear and straightforward way. A message's audience response may be significantly impacted by the tone, volume, and cadence with which it is delivered. For instance, "I need you to vacate the building right away. Do you realize that you must depart? The guard provides an explanation of why it is necessary for them to issue the specific instruction. For instance, "I must lock up the building before 8:00, and everyone needs to be out before 1 can do that. I must thus ask you to leave. It is currently 7:55. The guard gives the subject a chance to comply and a strong incentive to do so. As in "It's up to you, and if you want to, you can return tomorrow morning when we reopen at 9:00 if you leave now. However, if you opt not to leave, I will be forced to call the police, who may decide to detain you for trespassing once they come..

Interpersonal Skills. Security officers frequently deal with others, including their coworkers, clients, and the public. However, there are occasions when they experience trouble efficiently connecting with others because of things like language hurdles, biases, preconceptions, and mistrust. Security officers must always work to break down these barriers by remembering that their job is to help people and solve problems. To do this, they must: approach people with a friendly, straightforward, professional, and respectful attitude always. exercise patience and take the time to fully understand and investigate any situation before drawing a conclusion and determining how to act. be prepared to modify their approach, demeanor, and behavior as necessary. Employing LEAPS (Listen, Empathize, Ask, Paraphrase, Summarize) technique; and Avoid profanity, humor, inappropriate language, and derogatory remarks. Strong interpersonal abilities enable security officers to relate to people well and avert or diffuse tense situations..

Challenges to Communication. You may occasionally need to deal with issues that could affect how well you can interact with someone else. Language obstacles, cultural norms, and physical or mental (cognitive) impairment are a few examples of hurdles to effective communication. The person you are trying to communicate with may wish to work with you, so you should give him or her the benefit of the doubt before passing judgment on the issue. Don't assume that your communication difficulties are the consequence of the other person's deliberate behavior. Avoiding biased, discriminatory, or harassing communication is the first rule in resolving communication problems. Your own views and convictions towards the tastes and actions of others have no place in business communication. The following is a definition of bias, discrimination, and harassment..

Challenges to Communication. Bias: Preferring or against a certain characteristic, such as a person's sexual orientation, gender, ethnicity, or religion. Discrimination is when one individual is treated differently from another because of their membership in a group or class, such as their race or religion. The same justifications might also be used, to favor someone. These actions are unacceptable in your capacity as a security specialist. Harassment is the act of treating someone negatively or a group of people negatively for reasons unrelated to the current situation; it is also known as "bullying." An illustration would be to persistently ask a group of rowdy teens to leave a specific area even while other groups are present, and the noise does not appear to be a problem..

How go through communication challenges:. Pay attention to your body language. You must be aware of both your own and other people's nonverbal cues when communicating with another person. Here are some fundamental pointers to help you: Maintain a respectful stance toward both you and the other person. Pay attention and make sure your facial gestures reflect that you are doing so. Avoid expressing anger, impatience, or frustration. Speak plainly; stay away from slang and complex phrases. Keep your attention on the discourse. Only ask one question at a time, give the other person a chance to respond, and then make sure you both understand what was said before moving on to the next one. When possible, use alternative forms of communication as: use written correspondence. For instance, a person with hearing loss might be able to converse with you through written notes. Use gestures to clarify; they can occasionally help you communicate your point. Confirm comprehension by politely asking, "Do you understand?" Remain patient; give the other person some time to consider your questions and come up with a response..

Conflict Management. Security personnel occasionally engage in contact with individuals that either begin or result in conflict, confrontation, antagonism, and/or severe violence. Finding the root of the dispute is essential to understanding how to handle it most effectively. Even though each event is unique, security guards should always maintain emotional control and be conscious of their own emotional reactions anytime they are in a confrontational situation. Make sure they are aware of their own emotional responses and keep them under control. Make sure they are aware of the goals they are hoping to achieve through the interaction. choose words and actions that will move the situation closer to these goals. respect all parties involved and avoid taking sides. use tactical communication and techniques. avoid taking hostile remarks or actions directed at them personally. refrain from raising their voice or using derogatory, slurs, or abusive language. Use words that are polite and respectful with a firm tone. Be constantly aware of and take appropriate steps to protect their personal safety and others nearby..