Description
Purpose:
Effective communication is an important skill set for all security officers. The ability to understand SOP’s, supervisor’s instructions, client’s needs, and the public risks are critical to the officer’s employment and safety in an emergency. Dealing with complaints or conflict has a direct impact on the smooth running of any security operation and extremely important in an emergency when officers liaise with the emergency services.
Outcome:
Officers have confidence when de-escalating conflict situations. Feedback from officers, clients and the public indicate improved self-control with a positive attitude. Officers are calmer, confident, and have the able to resolve conflict situation with a Win Win objective. Pride in ability + Pride in performance = Everyone’s happy.
Content:
- Understanding the impact of Verbal/non-verbal.
- Understanding this influence of tone, rate, and volume of speech.
- An officer’s attitude must be always positive and focused on a peaceful outcome.
- Officers can attend conflict situations daily and should resolve issues without violence.
- Verbal tactics is a structured, formatted conflict resolution system, to use in that, moment of truth.
- Resilience is the backbone for officers to recover after an aggressive conflict situation.
