Soft skills for airport security personnel


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The security personnel posted at airports have to routinely come in contact and deal with large number of personnel. They have to be vigilant, alert and security conscious. As such, their call of duty makes them take decisions and operate in a manner which may appear to be rude or offensive. Hence, the need for training in soft skills assumes importance for the persons deployed for airport security.

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Soft skills for airport security personnel

  2. 2. Maj. Gen. Nilendra Kumar Director Amity Law School, Noida
  3. 3. Airport security personnel are entrusted with security of passengers, crew & equipment, aviation security, safety of premises and over all a secure environmental.
  4. 4. As such they come in contact with and have to deal with a large number of persons.
  5. 5. Further, they have to interact with their own colleagues.
  6. 6. Their output would be seriously hampered by tension, pressure, conflict and disputes.
  7. 7. Prolonged duty hours can lead to frayed tempers.
  8. 8. Passengers would rarely thank or compliment but are prone to complain, argue or talk back.
  9. 9. Aim should be service with a smile
  10. 10. This brings in a need for proficiency in soft skills.
  11. 11. SOFT SKILLSSOFT SKILLS Soft skills are personal attributes that enhance an individual’s interactions, job performance and career prospects.
  12. 12. Soft skill is a term often associated with a cluster of personality traits social graces, communication, language and personal habits etc.
  13. 13. AIR PASSENGERSAIR PASSENGERS Special features :- 1.Can afford air travel or are entitled to it. 2.Their movement required urgency. 3.Knowledge of foreign languages by security personnel may frequently arise.
  14. 14. Lack of sensitivity or high handedness act could have serious fall out.
  15. 15. Even in other situations
  16. 16. Example of single incidents creating large disputes :- Police action at midnight against Nigerian woman with AAP workers. Treatment of Indian Diplomat in US. Killing of a NE student in Lajpat Nagar, New Delhi.
  17. 17. IMPLICATIONSIMPLICATIONS 1. Lapse can have adverse relations internationally. 2. Human Rights fall out. 3. Can affect airline business.
  18. 18. SECURITY AT AIRPORTSSECURITY AT AIRPORTS No scope for compromise or laxity
  19. 19. At the same time show tact and maturity. Be polite.
  20. 20. Remember you are an ambassador of your country.
  21. 21. NOT TO FORGET You are there because of the passengers. It is not the other way around.
  22. 22. Simply being good at security functions is not good enough.
  23. 23. You have to convey an image of efficiency, courtesy and good behaviour.
  24. 24. This can be acquired by careful and continuous training and practice of soft skills.
  25. 25. Such a skill cannot be acquired overnight.
  26. 26. It calls for a continuous and cultivated efforts.
  27. 27. Relevance of soft skills in this regard 1. Communications 2. Human relations 3. Body language 4. Positive traits 5. Self control
  28. 28. Develop an elaborate list of Do’s and Don'ts
  29. 29. AVOIDAVOID Bias Prejudice Impatience Anger Indifference Delay
  30. 30. Don’t discriminate or show partiality
  31. 31. Cut down your prejudices on account of : Region Caste Religion Language Sex Any such consideration
  32. 32. Accord special care : 1.Sick and wounded 2.Elderly 3.Unaccompanied minor 4.Woman 5.Physically challenged
  33. 33. COMMUNICATION SKILLCOMMUNICATION SKILL Body language should be positive Don’t frown Maintain eye contact Appear helpful Look friendly Don’t point a finger
  34. 34. VERBAL COMMUNICATIONVERBAL COMMUNICATION 1. Simple text 2. Short sentences 3. Positive stance 4. No use of offensive words
  35. 35. Be polite with your eyes
  36. 36. While on duty show application of mind and concern, where required.
  37. 37. In case of delay, intimate reason(s)
  38. 38. INTIMATE REASON(S)INTIMATE REASON(S) For example, point out in case of any inordinate delay, the reason such as system failure, or need for special check.
  39. 39. You can be firm but polite
  40. 40. Seek feedback and suggestions for improvement.
  41. 41. Portray an image of : Efficiency Sympathy Courtesy
  42. 42. Try to cultivate a working knowledge of other languages.
  43. 43. Even skill of sign language may be helpful at times to convey your message.
  44. 44. Don’t argue or fight with your colleagues in the presence or hearing of passengers.
  45. 45. WHEN ASKED Point location of : Rest rooms Prayer place Medical assistance Restaurants Exit
  46. 46. Institute genuine system of grievances redressal.
  47. 47. Remember! There is always a scope for self improvement.