Description
Purpose:
Phone and Radio procedures in all security environments are the heart of all security operations. Understanding, recording, and transmitting the correct information is critical especially in an emergency. The officer must keep calm, speak slowly, and confirm information before transmitting the message. When a security officer communicates to the emergency service, they are expected to know the nature of the emergency, know their location or closest intersection, and give an accurate situation report. Fine details like car registrations require the knowledge of the international phonetic alphabet. The impact could result in first response delays, increase injury or even death.
Outcome:
Officers would be expected to increase their phone/radio etiquette and protocols. Their comprehension, verbal and writing skillset would improve. All officers would improve their ability to prepare and speak to emergency services following the correct protocols and information. The security team would increase their rapport and increase client’s satisfaction.
Contents:
- Phone/radio etiquette, protocols and radio checks, Phonetic alphabet A to Z.
- Customer service and conflict resolution.
- Customer complaints, how to resolve and take ownership.
- Recording major incidents and dealing with emergencies services.
- Logbook, incident reports and maintenance reports.
- Resilience during and after a major incident.
