Principle of Communications
During this lesson, you will learn:
11 Great Communications Tips
Security Officers deal with all sorts of people, from all walks of life. And sometimes people have conflicts. There are two kinds of conflicts which you will be expected to manage:
As a professional Security Officer, you must always be calm, patient, professional, and fair. No matter how angry others may get, you must keep your cool. Your client and your fellow employees are counting on you!
Managing Conflict Between You and Others
People will get angry with you. They may get impatient with access control procedures or seek information that you cannot give. Do not respond to anger with anger. Remain calm and focused.
The best way to manage conflict between yourself and other people is to exercise the 3-Step Compliance Procedure:
You must remember that people are not angry with YOU – they are angry with the rule you are trying to enforce. Don’t take it personally! You are only doing your job by enforcing the rules.
Managing Conflict Between Others
It’s possible, if not likely, that you will encounter an argument or fight between other people. Or it’s possible that you will be called to the scene of such a disagreement.
Good Communication is important!
Effective communication and good public relations are critical to your employer’s success. Our customers and their customers will know us best by the way our Security Officers and other employees communicate with them.
Communication – a process by which information is exchanged between individuals through a common system of symbols, signs or behavior. * Webster’s 9th Dictionary (2020)
The 4 Parts of Communication
Communication is a process. That process has 4 key components, or parts:
How Communication Works
Studies show that most communication occurs non-verbally. We may think that most communication occurs through speaking — but it’s just not true!
55% of information is retained through sights
– body language – hair color and style
– clothing – eye contact
– facial expression – posture
38% of information is retained through sounds
– tone of voice – volume (loud or soft)
– accent – speed (fast or slow)
7% of information is retained through words
You send some powerful messages without even speaking. This is called “Non-Verbal Communication”. Here are some easy tips on how to improve your style.
Facial Expression Eyes
– Smile! – Make eye contact
– Keep eyebrows up – Keep eyes fully open
– Look interested – Stay focused; don’t wander
– Keep your chin up
– Use “open” gestures – Stand straight and tall
– Keep gestures slow – Shoulders back, butt in
– Don’t point at people – Don’t slouch or lean back
– Lean forward when seated
Tips on Effective Listening
Communication is part of our job — and most people use words to communicate. But since only about 7% of the information we retain is through words, it makes sense to improve our listening skills. Here are some tips:
Ask them: “Hold on …Let me write that down!”
Communicating with Diverse Cultures
A Security Officer will deal with people from all walks of life. You must be sensitive to the fact that not everyone is like you, your family, or your friends.
A successful Security Officer must be able to effectively communicate, interact, and work as a team with other individuals.
Today, this factor is more important than ever, as the workforce has grown so diverse.
You will encounter a mix of races, sexes, ages, physical abilities, and cultures at your worksite.
Upon completion of this lesson, you will have a learned a great deal about Diversity; what it means to YOU in your role as a Security Officer; and what YOU will need to do to be successful in the workforce of the future.
Take a look around at work.
Chances are, you will see a picture that is very different than it would have been 5-10 years ago.
In the past, the workforce was made up predominantly of white males.
It is now a very different mix of ages, races, lifestyles and values.
Just as many other things are different than they were in the past, and continuing to change rather rapidly, the same holds true for the U.S. population.
This translates into some significant trends:
There will be a much more equal balance of male and female employees.
There will be a shrinking number of whites and an increasing number of people of color in the workforce.
There will be a shortage of new employees under the age of 24.
There will be an increasing percentage of people between the ages of 25-54 and over.
The Median age of the labor force, by gender, race and ethnicity projected in 2020.
Gender: Race: Ethnicity
Male 42.4 White 43.3 Hispanic 38.7
Female 43.3 Black 40.4 White Non-American 44.8
YOU may be thinking to yourself– well that is all fine and good, but what does this have to do with me?
You will come in contact with a much more diverse group of people in your personal and professional life.
A key element for achieving success in the workplace has always been the ability to effectively interact, communicate and work with your peers, managers and clients.
Can each of you provide an example of how poor communication with others could cause problems on the job?
In order to communicate with people of diverse cultures, we must understand how we would feel in that same situation.
We must also eliminate barriers to communication, such as stereotyping.
STEREOTYPING IS TO SAY…
“Women are: weak, sensitive, dependent, nice and passive.”
“Men are: powerful, aggressive, achievers, and competitive.”
Can we honestly say that all women or all men possess the above characteristics?
Some other common stereotypes are:
“security officers are lazy.”
“all security officers sleep on the job.”
“police love to eat donuts.”
Are these statements fair? Are these statements all true?
To learn to value diversity, it helps to recognize the obstacles first.
A stereotype is a preconceived notion.
It’s a prejudgment of another person.
Stereotyping has no place in any workplace!
It is a barrier to good communication.
Answering the Telephone: A-I-D!
You will answer the phone many, many times as a Security Officer. It’s important to apply the same communication and public relations principles to the telephone.
When the phone rings, here’s a simple and effective way to get started:
A – Acknowledge with a greeting
I – Identify yourself and your location
D – Determine who or what your caller needs, and deliver
Take responsibility for the phone call!
Using the Telephone
Verbal and listening skills are especially important on the phone!
When You’re On The Phone
End the call with “Thank you for calling. Bye, now!”
Communicating by Radio
You may be assigned to a post that uses radios. It is important to remember that all radio communications are subject to regulation and enforcement by the Federal Communications Commission. It is criminal behavior to make obscene or improper radio transmissions or to interfere with radio communications.
A radio is not a toy. Don’t play with it!