Cert 2 in Scurity - VCI.pptx

Complete Course (8 weeks)
Apply for licence (4 - 8 weeks)
Complete Finger prints /
police check
Once you received your
licence, you can start work

Code Title
Core/Electi
ve
CPPSEC2101 Apply effective communication skills to maintain security Core
CPPSEC2102 Apply legal and procedural requirements to work effectively within a security team Core
CPPSEC2103 Apply WHS, emergency response and evacuation procedures to maintain security Core
CPPSEC2104 Apply risk assessment to select and carry out response to security risk situations Core
CPPSEC2105 Provide quality services to a range of security clients Core
CPPSEC2106 Protect self and others using basic defensive tactics Core
CPPSEC2107 Patrol premises to monitor property and maintain security Core
CPPSEC2108 Screen people, personal effects and items to maintain security Core
CPPSEC2109 Monitor and control access and exit of persons and vehicles from premises Core
CPPSEC2110 Monitor and control individual and crowd behaviour to maintain security Core
BCPPSEC211
1
Apply security procedures to manage intoxicated persons Core
CPPSEC2112 Apply security procedures to remove persons from premises Core
CPPSEC2113 Escort and protect persons and valuables Core
HLTAID003 Provide first aid Core
COURSE STRUCTURE
In order to gain the certificate, 14 units must be completed for this qualification

Security provider licence Costs (02/2023)
Single function (restricted) - Class 1
•$193.40 for 6 months
Single function (unrestricted) - Class 1
•$340.30 for 1 year
•$673.60 for 3 years
Multiple function (restricted) - Class 1
•$233.40 for 6 months
Multiple function (unrestricted) – Class 1
•$420.10 for 1 year
Renewal of a security provider licence Class 1
Single function
•$166.80 for 1 year
Multiple function
•$213.40 for 1 year
A mandatory criminal history check must be completed on all applications if
one has not been conducted by the Office of Fair Trading within the last 6
months. Fee: $39.70 per person.
A mandatory fingerprinting fee is payable when submitting your original
application. Fee: $102.50 per person

Licence Functions Available in Class 1:
• Security Officer (Unarmed)
• Security Officer (Monitoring)
• Security Officer (Cash in Transit)
• Security Officer (Patrol Dog)
• Crowd Controller
• Body Guard

• Security Providers Act 1993
• Security Providers (Crowd Controller Code of Practice) Regulation 2008
Security Providers Act 1993
Part 2 Licences Division 1 Requirement for licence
Section 9 Requirement to be licensed
(1) Unless a person holds the appropriate licence, the person must not— (a) carry out the functions
of a security provider; or (b) advertise, or in any way hold out, that the person carries out or is
willing to carry out, the functions of a security provider.
Maximum penalty—
(a) for a first offence—500 penalty units; or
(b) for a second offence—700 penalty units or 6 months imprisonment; or
(c) for a third or later offence—1000 penalty units or 18 months imprisonment.

Additional Licenses you may need
•Blue Card - for child relation employment
Queensland requirement when you work with or around
children
•White Card – For construction sites
Queensland requirement to work on construction sites
•MSIC - Maritime Security Identification Card
Australian Government requirement for all Seaports
•ASIC - Aviation Security Identification Card
Australian Government requirement for all Airports

Maintaining a professional image
Maintaining a professional image can have drastic changes in the way people view you and security in general.
Police, Corrections and the Military all have uniform procedures and regulations so each other’s uniforms look the
same. This can signify to others that they act as one or are part of a team environment. This gives the impression of a
greater force.
In security it’s important to look good because it has the same effect. Not only does it strengthen your creditability but
it gives the appearance of professionalism. Some ways you can maintain your uniform are:
 Iron your uniform
 Wash your uniform after wearing it
 Mend any brokens parts
 Use the correct size of uniform
Also, it pays to do the following:

Turn up to work
 Turn up on time
 Use the proper uniform for the job
 Wear your uniform properly
 Stay cool, calm and collected

Crowd controller identification
A crowd controller must wear identification while they work. This must:
•be issued by the venue
•be attached to their clothing at chest level.
It will need to include:
•the word ´SECURITY´ in capital letters (lettering must be at least 10mm high and 2mm thick)
•a number unique to the controller (lettering must be at least 30mm high and 4mm thick)
•black numbers and letters on a white background.
Restrictions
Their uniform cannot:
•include a hat with a chequerboard design or band
•feature a stylised image of such a hat.
This is too similar to a police uniform, and may confuse some people.
SECURITY
01

Security Providers (Crowd Controller Code of Practice) Regulation 2008
Section 4
Duties of licensed crowd controller—general
When carrying out the functions of a crowd controller, a licensed crowd controller must—
(a) take reasonable steps to keep order at or about the public place at which the crowd controller is
acting as a crowd controller; and
(b) if the crowd controller is engaged to do so, carefully monitor or control, or monitor and control,
the behaviour of patrons at the public place so that problem behaviour can be detected early;
and
(c) if there is problem behaviour at the public place, act swiftly to protect the health and safety of
all patrons at the public place, including patrons who may need to be removed because of their
problem behaviour; and
(d) take reasonable steps to prevent violence happening; and
(e) if practicable, use tact and diplomacy, for example, mediation, conciliatory negotiation or other
conciliatory communication, as the first tool to control any conflict; and
(f) greet visitors to the public place in a friendly and courteous way; and
(g) use moderate language when dealing with staff associated with the public place or with
members of the public; and
(h) not encourage another person to commit an assault; and
(i) not solicit, or accept, a bribe; and

Section 4
(j) not act in a way that is discreditable to— (i) if the crowd controller is an employee—the crowd
controller’s employer; or (ii) the security provider industry; and
(k) act fairly; and
(l) not abuse the crowd controller’s position or authority; and
(m) not consume alcohol or use illegal drugs while on duty, or be under the influence of alcohol or
illegal drugs when reporting for duty; and
(n) not carry an offensive weapon; and
(o) not make a false oral or written statement in relation to acting as a crowd controller; and
(p) not search a person of the opposite sex to the crowd controller; and
(q) if the crowd controller has a supervisor or is not the person in charge of the activity or event
being carried on at the public place—report to, and comply with the lawful directions of, the
supervisor or person; and
(r) keep confidential any security arrangements for the public place and take all reasonable steps to
keep informed of any changes to the arrangements; and
(s) deal with each item seized by the crowd controller under any lawful policy for dealing with items
seized at the public place; and

Section 4
(t) be aware of—
(i) fire or other emergency management equipment at the public place; and
(ii) fire or other emergency management procedures for the public place; and
(iii) if the public place is licensed premises—the procedure for informing the manager of the
licensed premises during an emergency of matters relevant to the emergency; and
(iv) the procedure for alerting the Queensland Police Service, Queensland Fire and Emergency
Service or Queensland Ambulance Service in an emergency; and
(u) if the duties involve the use of communications equipment, ensure that—
(i) the equipment works; and
(ii) (ii) the crowd controller understands how to use it.

Section 5
Duty to report details of particular incident
(1) This section applies if—
(a) a person (the engager) engages, directly or indirectly,
another person (the engaged crowd controller) to carry
out, for reward, the functions of a crowd controller at or
about a public place; and
(b) an incident happens when the engaged crowd controller is a licensed crowd controller and is
carrying out the functions of a crowd controller—
(i) involving the engaged crowd controller and in which a person is injured; or
(ii) requiring a person to be removed from the public place by the engaged crowd controller.
(2) The engaged crowd controller must, as soon as practicable after the incident happens, give
details of the incident to the engager.

Documents and Report Writing
Legal Documentation
To safe guard employees and the employers, certain documentation should be kept readily available. These include, but are not limited to a:
•Risk management document
•Site induction register
•Training register
•Incident register
•Incident reports
•Gatehouse logs
•Risk assessments
•Material safety data sheets
By keeping these documents on hand and filed correctly if an OHS inspector comes around you can show the inspector these documents
with ease. They also help to: identify risk and OH&S problems
•stop recurring incidents
•Allows the organisation to improve on their OH&S practices.
Securing Documents
Not document within the security field contain personal information about place, clients, victims, guards and offenders. It’s important that this
information is kept in a secure environment to avoid it falling into the wrong hands. All documents should be:
•Kept in a lockable office / filing cabinet
•Be made available only to staff that are involved in the incident (e.g. security, management, police ect...), and be
•Stored and filed to have easy access
All documents should be secured to allow only the:
•Management of the venue
•Security & staff members that are involved in the incident
•Police
•Licensing departments, and the
•Security company access to those documents.

Report Writing
Report writing is one of the most critical parts of security work because our main role is to
observe and report. A good report can mean the difference between putting the bad guy
behind bars or putting yourself behind bars.
Before you start writing any report, make shore you have a legally expectable notebook to
record it in. A legal notebook must have:
•Numbered pages – that are clear to read and consecutively numbered
•Have white pages (e.g. be printed on white paper)
•Strong and secure page fastening (e.g.: NO tear out pages), and
•Enough room to right a good report.
When you write a report, it should be:
•Clear – The reader must be able to read the report and know exactly what happened
•Concise – Put in facts like age, clothes, weapons etc...
•Complete – As you CAN NOT add to a report later on, please make shore you have
completed a full report. The reason you can’t add to a report is, from a legal level, because
you could be making and false or misleading statement.
Why
–
If
there
is
a
reason
for
the
argument

Report writing can be summed up in 6 words:
•Who – Names, address, phone numbers,
descriptions ect...
•What – What happened, and what you did in
the incident
•When – Dates, times, days of what happened
•Where – Where were you when it happened
•How – How did the incident occur?

The Crowd Control Register
The Crowd Control Register is where each shift you sign on and off and record incidents. The
register is provided by the company you work for and must include:
• your full name, residential address and licence number
• the security firm’s name and address (if applicable)
• your identification details (venue issued ID number)
• your shift date, and start and finish time
• details of every incident in which a person is injured
• details of every incident in which you remove a person from a public place, and
• signature for sign on and sign off.

Fabricating evidence
(1) Any person who, with intent to mislead any tribunal in any judicial proceeding—
(a) fabricates evidence by any means other than perjury or counselling or procuring the commission of perjury; or
(b) knowingly makes use of such fabricated evidence; is guilty of a crime, and is liable to imprisonment for 7 years.
(2) The offender cannot be arrested without warrant.
Destroying evidence
Any person who, knowing that any book, document, or other thing of any kind, is or may be required in evidence in
a judicial proceeding, wilfully destroys it or renders it illegible or undecipherable or incapable of identification, with
intent thereby to prevent it from being used in evidence, is guilty of a misdemeanour, and is liable to imprisonment
for 3 years.
False declarations
(1) A person who makes a declaration that the person knows is false in a material particular, whether or not the
person is permitted or required by law to make the declaration, before a person authorised by law to take or
receive declarations, commits a misdemeanour. Maximum penalty—3 years imprisonment.
(2) In this section— declaration includes a statement and an affidavit.

Some helpful legal Definitions
Assault A person who strikes, touches, or moves, or otherwise applies force of any kind
to, the person of another, either directly or indirectly, without the other person’s consent,
or with the other person’s consent if the consent is obtained by fraud, or who by any
bodily act or gesture attempts or threatens to apply force of any kind to the person of
another without the other person’s consent, under such circumstances that the person
making the attempt or threat has actually or apparently a present ability to effect the
person’s purpose, is said to assault that other person, and the act is called an assault.
(2) In this section— applies force includes the case of applying heat, light, electrical
force, gas, odour, or any other substance or thing whatever if applied in such a degree as
to cause injury or Personal discomfort.
Bodily harm means any bodily injury which interferes with health or comfort.
Grievous bodily harm means—
(a) the loss of a distinct part or an organ of the body; or
(b) serious disfigurement; or
(c) any bodily injury of such a nature that, if left untreated, would endanger or be likely to
endanger life, or cause or be likely to cause permanent injury to health; whether or not
treatment is or could have been available.

Some helpful legal Definitions
Adult means a person of or above the age of 18 years.
Night or night-time means the interval between 9p.m. and 6a.m.

Defence Laws
Within the Criminal Code Act there are various sections relating to self-defence and the defence of others. It is
important as a Security Officer to understand these well, as one day you may need to defend yourself, or someone else
lawfully.
Self-defence against unprovoked assault
(Ref: chapter 26, section 271, Criminal Code Act 1899)
(1) When a person is unlawfully assaulted, and has not provoked the assault, it is lawful for the person to use such
force to the assailant as is reasonably necessary to make effectual defence against the assault, if the force used is not
intended, and is not such as is likely, to cause death or grievous bodily harm.
(2) If the nature of the assault is such as to cause reasonable apprehension of death or grievous bodily harm, and the
person using force by way of defence believes, on reasonable grounds, that the person cannot otherwise preserve the
person defended from death or grievous bodily harm, it is lawful for the person to use any such force to the assailant as
is necessary for defence, even though such force may cause death or grievous bodily harm.
Aiding in self-defense
In any case in which it is lawful for any person to use force of any degree for the purpose of defending himself or
herself against an assault, it is lawful for any other person acting in good faith in the first person’s aid to use a like
degree of force for the purpose of defending the first person.

Defence of dwelling
It is lawful for a person who is in peaceable possession of a dwelling, and any person lawfully assisting him or her or acting by his or her
authority, to use force to prevent or repel another person from unlawfully entering or remaining in the dwelling, if the person using the
force believes on reasonable grounds
(a) the other person is attempting to enter or to remain in the dwelling with intent to commit an indictable offence in the dwelling; and
(b) it is necessary to use that force.
Defence of premises against trespassers—removal of disorderly persons
(1) It is lawful for a person who is in peaceable possession of any land, structure, vessel, or place, or who is entitled to the control or
management of any land, structure, vessel, or place, and for any person lawfully assisting him or her or acting by his or her authority, to
use such force as is reasonably necessary in order to prevent any person from wrongfully entering upon such land, structure, vessel, or
place, or in order to remove there from a person who wrongfully remains therein, provided that he or she does not do grievous bodily
harm to such person.
(2) It is lawful for a person who is in peaceable possession of any land, structure, vessel, or place, or who is entitled to the control or
management of any land, structure, vessel, or place, and for any person acting by his or her authority, to use the force that is reasonably
necessary in order to remove there from any person who conducts himself or herself in a disorderly manner therein, provided that he or
she does not do the person grievous bodily harm.
(3) In this section— place includes any part of an enclosure or structure, whether separated from the rest of the enclosure or structure by
a partition, fence, rope, or any other means, or not.

Arrest without warrant generally
When an offence is such that the offender may be arrested without warrant generally—
(b) it is lawful for any person who is called upon to assist a police officer in the arrest of a
person suspected of having committed the offence, and who knows that the person calling
upon the person to assist is a police officer, to assist the officer, unless the person knows
that there is no reasonable ground for the suspicion; and
(c) it is lawful for any person who finds another committing the offence to arrest the other
person without warrant; and
(d) if the offence has been actually committed—it is lawful for any person who believes on
reasonable ground that another person has committed the offence to arrest that person
without warrant, whether that other person has committed the offence or not; and
(e) it is lawful for any person who finds another by night, under such circumstances as to
afford reasonable grounds for believing that the other person is committing the offence,
and who does in fact so believe, to arrest the other person without warrant.

Use of Force (UOF)
“Use of Force” is the term used when explaining the amount of force used to do
something. For example you may have to change a car tyre that requires “force” or
“energy” to do that. As a security officer you come across this term in relation to how much
force you use to control a situation. For example you have to physically remove someone
from a night club using restraints. Because there is a chance for someone to get hurt, or
worse killed, as a result of force, there are guidelines when using it.
The legal guidelines within the security Industry are that you can only use the minimum
amount of force necessary to control a situation or person. For example: “An intoxicated
70 year old man, at a bowls club, refuses to leave.” You wouldn’t start striking him with a
baton; you would start by negotiating with him as to why he must leave.
Below is a “Use of Force Guideline Chart” to help you understand the scale of force. The
same Force curriculum applies to any weapon that the Security / K9 Officer may use in
their duties. This includes Batons, Handcuffs, Torches, dogs etc.

As you can see your presence in a situation can be considered “force”. When escalating
force: Two verbal warnings should be given before any action is taken if it’s tactically
possible before using any physical force or weapon. During any forced movement, the
security officer should always use the minimum amount of force possible. If someone is
injured as a result of this force you must provide the hurt person with medical assistance
as it’s your duty of care. This may include, but is not limited to:
 First Aid,
 Calling an Ambulance, and, or
 Contacting next of kin.
Highest use of Force
8. Firearms
7. Security K9
6. Baton / Torch
5.Closed hand techniques
4. Restraints
3. Open hand techniques
2. Negotiation
1. Presence
Lowest use of Force
Excessive force
(Ref: chapter 26, section 283, Criminal Code
Act 1899)
In any case in which the use of force by one
person to another is lawful, the use of more
force than is justified by law under the
circumstances is unlawful.

Liquor Act 1992
The Liquor Act is the main act that crowd controllers should have a good grasp of.
This is because most of the events and venues you work at serve alcohol. Below
are some of the main sections of the act that you should be aware of. Remember
when reading these acts that you are acting on behalf of the licensee or permittee
as an agent.
Section 167 Ascertainment of age
(1) For the purposes of this Act, an authorised person may require another person whom
the authorised person suspects on reasonable grounds to be a minor and to be
contravening a provision of this Act—
(a) to state all relevant particulars concerning the other person’s age; and
(b) to produce evidence of the other person’s age.
(2) In this section— authorised person includes—
(a) a licensee or permittee; and
(b) an employee or agent of a licence

Acceptable forms of ID
Five forms of ID are acceptable in licensed venues, some of these are also available as digital ID:
1. a photo identification card (example; Proof of Age card)
2. Australian driver licence or learner permit
3. foreign driver licence
4. passport (from any country)
5. other recognised proof of age cards.
The ID document must be current and include a photo of the person and their date of birth.
Foreign driver licences not in English
Where a foreign driver licence is not written in English, an international driver permit issued in the
foreign country of origin (and including a photo of the licence holder and translation) should be
presented with the foreign driver licence.

Section 158 False representation of age
(1) A person must not falsely represent himself or herself to have attained 18 years for a wrongful purpose.
Maximum penalty—25 penalty units.
(2) A person must not—
(a) make a false document that could reasonably be taken to be genuine acceptable evidence of age for the
purposes of this Act; or
(b) give such a false document to another person; knowing the document to be false and with intent that the
document be used as acceptable evidence of age for the purposes of this Act.
Maximum penalty—
(a) in the case of a minor—25 penalty units; or
(b) in the case of an adult—40 penalty units.
(3) A person must not falsely represent to an entity that the person has reached 18 years to obtain a proof of age
card, or adult proof of age card, mentioned in section 6(1) knowing the representation to be false. Maximum
penalty—25 penalty units.
(4) In subsection (1)— wrongful purpose, of a minor, means—
(a) intending to be supplied with liquor; or
(b) entering into premises to which a licence or permit relates.

Section 160 Seizure of document wrongly used as evidence of age
(1) If a contravention of section 158 consists in production of—
(a) a genuine document that is acceptable evidence of age for the purposes of this Act of the person
specified in the document; or
(b) a false document that could reasonably be taken to be genuine acceptable evidence of age for
the purposes of this Act; the person to whom the document is produced must seize and confiscate
the document and give it to an investigator. Maximum penalty—25 penalty units.
(2) A person does not commit an offence by contravening subsection (1) if the person is not aware of
the falsity of the representation as to age made by producing the document.
Section 166 Obstruction generally
A person must not obstruct or hinder, or attempt to obstruct or hinder a licensee or permittee, or an
employee or agent of a licensee or permittee, in the exercise of a power or performance of a duty
under this Act. Maximum penalty—100 penalty units.

Section 165A Refusing entry to premises
(1) An authorised person for premises to which a licence or permit relates may refuse to allow a person to enter the premises if—
(a) the person is unduly intoxicated; or
(b) the person is disorderly; or
(c) the person is a minor, other than an exempt minor; or
(d) the authorised person suspects on reasonable grounds the person is a minor and the person fails to—
(i) produce acceptable evidence that the person is not a minor; or
(ii) show that, if admitted to the premises, the person will be an exempt minor; or
(e) part 5, division 5, applies to the premises and it would be a breach of the condition imposed under section 142AB if the person
were allowed to enter the premises.
(2) A person must not enter, or attempt to enter, premises to which the person is refused entry under subsection (1). Maximum
penalty—25 penalty units.
(3) If a person attempts to enter premises despite being refused entry to the premises under subsection (1), an authorised person
may use necessary and reasonable force to prevent the person from entering the premises.
(4) A person must not resist an authorised person who is preventing the person from entering premises under subsection (3).
Maximum penalty—25 penalty units.
(5) In this section— authorised person, for premises to which a licence or permit relates, means—
(a) the licensee or permittee; or
(b) an employee or agent of the licensee or permittee.

Minors on licensed premises
A minor is a person who is under 18 years of age. Under the Liquor Act 1992, a minor is
not permitted to be on licensed premises, and as a licensee, it is your responsibility to
ensure minors do not gain entry to licensed premises. The exceptions are if the minor is
a resident, employee, person conducting a lawful business, training or work experience,
at a function, eating a meal, or accompanied by a responsible adult. However, there are
also restrictions around each of these categories of minor.

Section 165 Removal of persons from premises
(1) An authorised person for premises to which a licence or permit relates may require a person to leave the premises if—
(a) the person is unduly intoxicated; or
(b) the person is disorderly; or
(c) the person is creating a disturbance; or
(d) the person is a minor, other than an exempt minor; or
(e) the person has entered the premises despite being refused entry under section 165A; or
(f) the person refuses to state particulars, or to produce evidence, as to age when required to do so under section 167.
(2) A person must immediately leave premises when required to do so under subsection (1). Maximum penalty—25 penalty units.
(3) If a person fails to leave when required under subsection (1), the authorised person may use necessary and reasonable force
to remove the person.
(4) A person must not resist an authorised person who is removing the person under subsection(3). Maximum penalty—25 penalty
units.
(5) In this section— authorised person, for premises to which a licence or permit relates, means-
(a) the licensee or permittee; or
(b) an employee or agent of the licensee or permittee.

Other useful Acts that may be of use
(References from the Criminal Code Act 1899)
Deprivation of liberty
Any person who unlawfully confines or detains another in any place against the other person’s will,
or otherwise unlawfully deprives another of the other person’s personal liberty, is guilty of a
misdemeanour, and is liable to imprisonment for 3 years.
Going armed so as to cause fear
(1) Any person who goes armed in public without lawful occasion in such a manner as to cause fear
to any person is guilty of a misdemeanour, and is liable to imprisonment for 2 years.
(2) The offender may be, and it is hereby declared that the offender always was liable to be, arrested
without warrant.
Forcible entry
(1) Any person who, in a manner likely to cause a breach of the peace or reasonable apprehension
of a breach of the peace, enters on land which is in the actual and peaceable possession of another
is guilty of a misdemeanour, and is liable to imprisonment for 1 year.
(2) It is immaterial whether the person is entitled to enter on the land or not.

Other useful Acts that may be of use
(References from the Criminal Code Act 1899)
Threatening violence
(1) Any person who—
(a) with intent to intimidate or annoy any person, by words or conduct threatens to enter or damage
a dwelling or other premises; or
(b) with intent to alarm any person, discharges loaded firearms or does any other act that is likely to
cause any person in the vicinity to fear bodily harm to any person or damage to property; commits a
crime. Maximum penalty—2 years imprisonment.
(2) If the offence is committed in the night the offender is guilty of a crime, and is liable to
imprisonment for 5 years.
Preventing a breach of the peace
It is lawful for any person who witnesses a breach of the peace to interfere to prevent the
continuance or renewal of it, and to use such force as is reasonably necessary for such prevention
and is reasonably proportioned to the danger to be apprehended from such continuance or renewal,
and to detain any person who is committing or who is about to join in or to renew the breach of the
peace for such time as may be reasonably necessary in order to give the person into the custody of
a police officer.

Communication
Communication is vital in the security industry as one of our main functions is
customer service. Without communication we would not be able to function as
human beings let alone in the security industry.
There are many ways to communicate these days with the advancement in
technology. This has made our job a little easier as we can get information at the
click of a button.
Types of Communication
There are many types of communication techniques, these include:
Verbal
•Speaking
•Radios
•Phone/ Mobile Phones
•TV
•Public address systems (PA system)
•Phonetic Alphabet
Non-verbal
•Body language
•Signs
•Posters
•Hand gestures
•Torches
•Morse code
•Letters
•Email
•Newspapers
•Internet
•Social networking sites
•Sirens
•Sign language

Who we communicate with
Within the security industry we communicate with numerous types of people from clients to
supervisors to members of the public. It’s important that we understand how we communicate in a
positive and effective manner.
Members of the Public
Because security is more or less a customer service role we are expected to have a high level of
customer service and communication skills. Communicating with members of the public can be a
vital source in new clients for a security company. When performing your duties you should be
aware that a member of the public could ask you for, or about:
 Directions
 Lost property/ children
 Assistance
 Security information etc...
It’s important to talk in a calm, kind and friendly manner to all members of the public. One day a
public member may see an incident that you’re unaware of and inform you of it. If you appear
unapproachable they may not inform you.

Basic Principles of Effective Communication
Effective communication is the pathway to build a strong relationship but unfortunately it’s so often overlooked. This
article will provide some basic principles and tips for effective communication.
From my experience, the three most important basic principles of effective communication are:
1. Always listen when someone is talking.
2. Make sure that it is a two way process.
3. Affirm and acknowledge results.
LISTEN, LISTEN and LISTEN
The most frustrating thing about communication is when the person whom you are talking to is not listening to you.
Before you even finish a sentence, he cuts you off. A lot of the misunderstanding and misinterpretation are caused by
not listening to other party.
Barriers to communication
When communication breaks down it can be caused by numerous sources. These include but are not limited to:
 Cultural differences
 Multiple language speakers
 Non / limited English
 Religious beliefs
 Different backgrounds (up brings), and
 Different styles in communication.

Police – Queensland Police Service (QPS) / Protective Services http://www.police.qld.gov.au/
- Crime prevention
- Crime Investigations
- Upholding Queensland Legislation
Ambulance – Queensland Ambulance Service (QAS) http://www.ambulance.qld.gov.au/
- First Aid Courses
- Community Services
- Emergency Medically treatment
Fire service – Queensland Fire Service (QFS) http://www.fire.qld.gov.au
- Emergency Incident management
- Fire fighting services
- Fire Prevention services
- Fire fighting training
State emergency service. (SES) http://www.emergency.qld.gov.au/ses/
- Search and Rescue operations
- Disaster relief
Australian Federal Police (AFP) http://www.afp.gov.au/
- Illicit drug trafficking
- Organised people smuggling
- Serious major fraud against the Government
- High Tech Crime
- Preventing, countering and investigating terrorism
- Money laundering
- Organized crime
- National Missing Persons Coordination Unit
- Australian Bomb Data Centre

To contact these services dial 000 for a LAN line, or 112 for a
mobile phone in an emergency situation.
When calling for these services you should provide:
 Who you are
 Where you are
 What you have found/seen/ been involved in
 What you want from them

Radio Communication
Radios are the most commonly used form of communication within the security
environment.
Because of the nature of radio communication:
 Only one person can speak at a time
 Communications are subject to interference
 Communications may be heard by unfriendly forces
 Several stations talking at the same time will cause confusion.
Because of this communication there are certain rules which need to be followed. The
main way to remember these rules is to use the acronym SAD (Security, Accuracy, and
Discipline.)
Security:
• No unauthorized use of the radio
 Do not break radio silence
 Do not transmit location or intentions
 Do not transmit names
 Avoid unnecessary radio checks
 No unauthorized use of plain language
 No swearing or obscene language

Accuracy:
 Keep messages brief and to the point (max 30 seconds)
 There is no need for please or thank you
 Before making a call, listen and wait to see if a transmission is in progress
 Always plan what you intend to say beforehand (if necessary write it down)
 Pause for 2 seconds before replying, and
 Hold the transmission button for at least 1 sec before and after speaking.
 Use the Phonetic Alphabet
Discipline:

No unauthorized use of the radio
 Do not break radio silence
 Do not transmit section location or intentions
 Do not transmit names
 Avoid unnecessary radio checks
 No unauthorized use of plain language
 No swearing or obscene language

Parts of a radio message
There is a certain way to make a radio call that lets everyone know:
•Who the message is for
•Who the message is from
•When the message ends, and
•The message itself.

PROWORD MEANING
I READ BACK The following is my response to your instructions to read back.
I SAY AGAIN I am repeating transmission or portion indicated.
I SPELL I shall spell the next word phonetically
OUT This is the end of my transmission to you and no answer is required or expected.
OVER This is the end of my transmission to you and a response is necessary. Go ahead, transmit
ROGER I have received your last transmission satisfactorily.
SILENCE
(Repeated three or more
times)
Cease transmission on this net immediately. Silence will be maintained until lifted. (When an
authentication system is in force, the transmission imposing silence is to be authenticated).
SILENCE LIFTED
Silence is lifted. (When an authentication system is in force, the transmission lifting silence is
to be authenticated).
WAIT -- OUT I must pause longer than a few seconds.
Prowords
To keep voice transmission as short and clear as possible, radio operators use procedure words
(PROWORDs) to take the place of long sentences.

No Contact, Lost Contact, Radio Check
At the start of your shift, if you have been issued a two way radio, you should perform a
“radio check”. This is to make shore your radio is working prior to starting your shift.
You perform a radio check by:
1. Turning the radio on
2. Selecting the channel your operating on
3. Then why’ll holding down the push to talk (PTT) button say: “Radio check”
4. Then base or another guard will reply with “loud and clear” if the message has been
received and the reception is clear
Common causes of radio failure:

Operators fault
 Faulty Radio/ Battery
 Flat Battery
 Low signal or reception

Phonetic Alphabet’s
NATO English American Italian German International
Alpha Andrew Abel Ancona Anton Amsterdam
Bravo Benjamin Baker Bologna Berta Baltimore
Charlie Charlie Charlie Como Casar Casablanca
Delta David Dog Domodossola Dora Denmark
Echo Edward Easy Empoli Emil Edision
Foxtrot Fredrick Fox Firenze Friedrich Florida
Golf George George Genova Gustav Gallipoli
Hotel Harry How Hotel Heinrich Havana
India Isaac Item Imola Ida Italy
Juliet Jack Jig I lunga Julius Jerusalem
Kilo King King Kursaal Kaufmann Kilogram
Lima Lucy Love Livorno Ludwig Liverpool
Mike Mary Mike Milano Martha Madagascar
November Nelli Nan Napoli Nordpol New York
Oscar Oliver Oboe Otranto Otto Oslo
Papa Peter Peter Padova Paula Paris
Quebec Queenie Queen Quarto Quelle Quebec
Romeo Robert Roger Roma Richard Roma
Sierra Sugar Sugar Savona Samuel Santiago
Tango Tommy Tare Torino Theodor Tripoli
Uniform Uncle Uncle Udine Ulrich Uppsala
Victor Victor Victor Venezia Viktor Valencia
Whiskey William William Washington Wilhelm Washington
X-ray Xmas X (eks) Ics Xanthippe Xanthippe
Yankee Yellow Yoke York Ypsilon Yokohama
Zulu Zebra Zebra Zara Zeppelin Zurich

Body Language
The main way we get our point across is threw Body Language. Whether we like it or not our body
communicates to others our intentions, feelings, moods and our true response to a situation. Borg
attests that “human communication consists of 93 percent body language and paralinguistic
cues, while only 7% of communication consists of words themselves” (ref: Borg, John. Body
Language: 7 Easy Lessons to Master the Silent Language. Prentice Hall life, 2008).
In negotiation body language is vital in getting your point across. Everything down to smell, colours,
gestures and even the clothes you wear can influence outcomes. In security the best body language
to use is open body language. This consists of some of the following:
 Soft eye contact
 Open palms exposing your wrists
 Soft calm voice
 Leaning forward when the other person is talking
 Nodding, and
 Head tilted slightly to the side.
Most of the time if you can do this the other person will see that you genuinely care and that you’re
willing to help them reach a medium.

Occupational Health and
Safety (OHS)
OHS is the laws, Acts, procedures and
processes that combine to keep us safe and
protect us why’ll were at work. Both employees
(security guards) and employers (security
companies) must abide by certain regulations.
Some of these regulations include risk
management, equipment management, signs
and maintenance, emergency response and
evacuation procedures. Because OHS is the
responsibility of both the employee and
employer you should know yours and their
rights.

Workers rights and responsibilities
You have a workplace health and safety obligation to yourself and to others. You must:
 comply with instructions given for workplace health and safety
 not wilfully place others at risk
 not wilfully injure yourself.
 use personal protective equipment if the employer provides it and if you are properly
instructed in its use
 not wilfully or recklessly interfere with or misuse anything provided for workplace health
and safety at the workplace, and
 report any workplace incidents and risks or hazards.

Employers rights and responsibilities
Employers must:
 Must employ a Workplace Health &Safety Officer if the workers employed at the
workplace reaches over 30.
 provide personal protective equipment and instruct employees on how to use it
 provide and maintaining a safe and healthy work environment
 provide and maintaining safe plant
 ensure the safe use, handling, storage and transport of substances
 ensure safe systems of work, and
 provide information, instruction, training and supervision to ensure health and safety,
such as:
- A Site induction
- First aid/ incident training
- How to operate machinery
- Locking up and opening procedures
- Standard operating procedures
- OHS procedures

Workplace Health &Safety Officer (WHSO)
The main person responsible for OHS is the Workplace Health &Safety Officer (WHSO).
Their duties may include:
 advising the employer of the overall state of health and safety of the workplace
 inspecting the workplace for hazards and unsafe work practices or conditions
 educating workers about workplace health and safety
 investigating workplace incidents
 supporting inspectors in their duties.
Workplace health and safety representatives
The employees can also elect an OHS representative to represent them on OHS issues,
they can:
 carry out inspections and review the circumstances of workplace incidents
 participate in the workplace health and safety committee
 they do not need any experience or special qualification but are entitled to paid
training, if requested.
 Workplace health safety representatives can also issue Provisional Improvement
Notices (PIN) in their own workplaces. (A PIN is a written direction from a WHSR to an
employer (or employer representative) requiring them to fix a workplace health and
safety problem.)

Workplace health and safety committees
A workplace may also start a safety committee to encourage employees and employers
to work together to overcome OHS issues. Their duties may include:
 encouraging and maintaining an active interest in workplace health and safety
 considering training and education needs to address workplace health and safety
issues
 keeping workers up-to-date with new standards, rules and procedures
 reviewing the circumstances surrounding workplace incidents
 helping resolve issues about workplace health and safety
 providing the employer with advice on how to address workplace health and safety
issues.
The committee may include:
• Heads of departments
 Supervisors
 Employees
 OH&S officers
 OH&S representatives
 Industry experts
 Industry sector representatives

OHS Documentation
To safe guard employees and the employers, certain documentation should be kept
readily available. These include, but are not limited to:
 Risk management documents
 Site induction register
 Training register
 Incident register
 Incident reports
 Risk assessments
 Material safety data sheets
By keeping these documents on hand and filed correctly if an OHS inspector comes
around you can show the inspector these documents with ease. They also help to:
 indentify risk and OH&S problems
 stop recurring incidents
 Allows the organisation to improve on their OH&S practices.

Risk Management
Risk management is used within any workplace and the security industry to maximise
safety and to reduce or eliminate workplace accidents. During your life time you will
come across things and areas in which you know may cause a serious accident. From
spilt water on the floor, to objects that can be tripped over, these are all possible
workplace accidents.
There are 3 steps in the risk management process, these are:
1. Indentify the risk – Recognising the potential for a workplace accident
2. Risk assessment – Using a risk assessment matrix to see possible outcomes of the
risk
3. Control Measures – Putting in control measures to minimise or eliminate the risk.

Risk Assessment Matrix
Likelihood Consequences
Insignificant Minor Moderate Major Catastrophic
Almost Certain High High Extreme Extreme Extreme
Likely Moderate High High Extreme Extreme
Moderate Low Moderate High Extreme Extreme
Unlikely Low Low Moderate High Extreme
Rare Low Low Moderate High High

Identify a risk / hazard
Hazard - A hazard is a situation that poses a level of threat to life, health, property, or
environment. Most hazards are dormant or potential, with only a theoretical risk of harm;
however, once a hazard becomes "active", it can create an emergency situation
Risk - A Risk is something that has the potential to cause harm or serious injury.
To be able to control a risk you first need to recognise one. Some examples of risks in
security are:
 Noise
 Heat
 Light
 Smoke
 Weapons
 Terrorism
 Chemical spills
 Dangerous people
 Fatigue
 Stress

Crowd Control
 Intoxicated patrons
 Insufficient Crowd
 Bodily fluids (blood, spit, vomit, etc.)
 Fights and altercations
Security Dog Handler
 Dog bites
 Dog parasites
 Strains and sprains
 Dehydration
Body Guard
 High level of threats
 High levels of stress
 Depravation of sleep
 Harassing media
Control Room Operator
 Long term back injuries
 Electrical hazards
 Extreme boredom
 Deep vein thrombosis (DVT)
Cash in Transit Guard
 High levels of threats
 Heavy weights (bags of money)
 Use of firearms
 High levels of stress
Unarmed Security Officer
 No defensive tools
 Rarely any back up
 Long hours
 Technical patrols

Examples of Risks and their controls
Risk Potential Harm Control Measure Resources Required
1 Bodily fluids (blood, spit, vomit) HIV, AIDs ect... Surgical gloves Surgical gloves
2 Dehydration Death
Drink plenty of
water
Water
3
High levels of stress
PTSD, Sickness Reduced stress Councillor
4 Heavy weights Injured backs Reduce weights NIL.
6
Long work hours
Falling asleep Various activities N/A

Safety Signage
It’s important that you understand and know how to read safety signage. This is because in a time of
crisis or incident members of the public and workmates will be looking to you for help. Here are some
examples of general safety signs and their meanings:

You can find a first Aid kit by looking for a sign
similar to these:
Emergency Equipment
You can find a fire extinguisher by looking for a sign similar to these:
You can find a fire hose by looking for a sign similar to these:
You can find a fire alarm by looking for a sign similar to these:
You can find a fire blanket by looking for a sign similar to these:

Fire Fighting Equipment
How to operate a fire extinguisher
Within your duties as a security guard, you may have to operate a fire extinguisher. It is a good idea to learn how to
professionally operate them for the “one off” situation. Below is a table with all the different Australian Types of fire
extinguisher and their uses. The

Emergency Procedures
FIRE
 Phone “000” and ask for fire
 Follow instructions of wardens, If wardens are not available, warn personnel and evacuate as necessary
 Confine fire if possible (close doors and windows)
 Do not use lifts
 Go to nearest prearranged assembly point
MEDICAL EMERGENCY
 Phone “000” and ask for ambulance
 Arrange easily located point to meet emergency team
 Delegate people to: stay by the phone and meet emergency team
ENVIRONMENTAL INCIDENT (e.g., spill, explosion)
- Phone “000” and ask for fire (Note: do not use a mobile phone)
- Alert people in surrounding area/buildings (and, in case of a spill, also those who may be downwind of the
affected area)
- If safe to do so, contain the spill, fire, etc.
- Obey all directions from emergency services
BOMB / ARSON THREATS / LIFE THREATS
 If threat is received by telephone:
- keep caller talking (do not hang up)
- identify background if possible
- record information for police
 Phone “000” and ask for police, Follow instructions of person in charge and prepare to evacuate if requested
 If a suspicious object is found: do not touch, report find, keep area clear

Duty of care
Definition of: duty of care
A requirement that a person act toward others and the public with watchfulness, attention,
caution and prudence that a reasonable person in the circumstances would. If a person's
actions do not meet this standard of care, then the acts are considered negligent.
This means that you, as a security officer, must act towards others safety and health with
common sense to make sure they are looked after under your care. If a person is affected by
intoxication, the standard of care does not increase or otherwise affected. And the mere fact
that they are intoxicated does not mean duty of care is owed to them. See the below
legislation for more details.

Controlling the Risk
OHS Hierarchy of Controls
Being able to identify and manage risks is an important tool within the security industry. The way in
which we do this is by using the “OHS Hierarchy of Controls”. It is used to prevent, isolate, and reduce
or eliminate workplace incidents. Below is the pyramid of the Hierarchy with the red tip being the last
resort, and the green bottom being the first step.
6. P.P.E
5. Administration
4. Engineering
3. Isolate
2. Substitute
1. Eliminate
Eliminate
The hazard is removed completely.
Substitute
Where you can’t remove the risk, substitute it for a lower risk.
Isolate
In this stage you can either remove the personnel from a
selected area or move the risk to another area.
Engineering
Is where you can put in physical barriers to avoid risk, such as
putting a guard on dangerous machinery.
Administration
You may use this to implement procedures, training and maybe a
supervisor in place to observe the workplace.

P.P.E (Personnel Protective Equipment)
Personnel Protective Equipment or PPE is the equipment we use to provide safety to our bodies at
work. These include but are not limited to:
1. C.P.R Mask – For performing CPR (Cardio Pulmonary Resuscitation)
2. Surgical Gloves – For first aid and the management of bodily fluids
3. Note Book and Pen – To legally protect yourself and keep records
4. Torch – To see in dark places
5. Kevlar Gloves – To reduce hand injuries and reduce needle stick injuries
6. Earplugs – To reduce loud noises like music, machinery etc.
7. High visibility clothing for day or night
8. Hard hat – To protect yourself from falling objects
9. Safety Glasses – To protect your eyes
10. Gas mask – To protect yourself from toxic gasses
11. Dust mask – To protect from large amounts of dust or powder
12. Steel capped boots – To protect your toes if you drop something heavy on them

Breach of duty
General standard of care -
(Ref: chapter 2, part 4, section 46, Civil Liability Act 2003)
(1) A person does not breach a duty to take precautions against a risk of harm unless—
a) the risk was foreseeable (that is, it is a risk of which the person knew or ought reasonably to have known); and
b) the risk was not insignificant; and
c) in the circumstances, a reasonable person in the position of the person would have taken the precautions.
(2) In deciding whether a reasonable person would have taken precautions against a risk of harm, the court is to
consider the following (among other relevant things)—
a) the probability that the harm would occur if care were not taken;
b) the likely seriousness of the harm;
c) the burden of taking precautions to avoid the risk of harm;
d) the social utility of the activity that creates the risk of harm.
Effect of intoxication on duty and standard of care
(Ref: chapter 2, part 1, section 9, Civil Liability Act 2003)
General Principles -
(1) The following principles apply in relation to the effect that a person’s intoxication has on the duty and standard of
care that the person is owed—
a) in deciding whether a duty of care arises, it is not relevant to consider the possibility or likelihood that a person may
be intoxicated or that a person who is intoxicated may be exposed to increased risk because the person’s capacity
to exercise reasonable care and skill is impaired as a result of being intoxicated;
b) a person is not owed a duty of care merely because the person is intoxicated;
c) the fact that a person is or may be intoxicated does not of itself increase or otherwise affect the standard of care
owed to the person.
(2) Subsection (1) does not affect a liability arising out of conduct happening on licensed premises.
Duty of care means a duty to take reasonable care or to exercise reasonable skill (or both duties).

Conflict
Conflict is defined as something to overcome or resist, contest an opposing force or battle. There are
many types of conflict and as a security officer you will come across most of those types. These types are:
Man vs. Man: Occurs when a human has an “argument” with another human.
Example: A employee has a disagreement with their Boss on promotions.
Man vs. Society: Happens when a human disagrees with particular social laws, beliefs, values and views.
Example: A teenage rebel doesn’t agree with mainstream views on animal rights.
Man vs. Nature: Is when there is a problem with humans and Mother Nature (animals, weather etc.)
Example: An earthquake destroys a family’s home.
Man vs. Self: Occurs when there is a battle going on inside someone about an issue. This type of conflict
has more of a chance to lead to the other conflict types mentioned.
Example: A young female teenager is self conscious about the way she looks.
Within these categories are many sub categories. There are too many to mention here but they include
things like race, cultural back ground, looks, different views of perception and different ways to go about
things.

Pros and Cons of Conflict
Conflict is not always bad because it can bring new dynamics to a situation or problem. For example to people might
debate or argue about a social issue like “homelessness”. From the argument they may take on a different view.
Conflict only becomes negative when:
 The conflict turns psychical, and when
 It affects something or someone from functioning normally.
Some Conflict Triggers
 Domestic arguments
 Communication break downs
 Drugs / alcohol
 Behaviours
 Disagreements
 Complaints
 Past problems
 Emotional problems
Some Conflict Diffusers
 Calm, open body language
 Soft tone of voice
 Good communication
 Good negotiation
 Reasoning
 Compromising
 Taking the problem away
 Stopping the conflict before it happens

Ways people deal with conflict
There are many ways to deal with conflict this day and age. Before looking at conflict itself, you must understand the
types of people or behaviours involved in conflict. These types include:
The Avoider: Some people choose to avoid conflict altogether as it is a form of anger. Sometimes though avoiding a
conflict can cause it to become worse. The best way to use this behaviour is if you are not directly involved in the
situation.
The Accommodator: This person tries to make everyone happy but accommodation should only be used as a
temporary solution when the issue is minor.
The Compromiser: Is a quick fixer when it comes to a solution to a problem. The main reason for this is that both
parties lose out on something they wanted, causing both parties to be dissatisfied with the outcome.
The Competitor: This person loves the power and energy they get from conflict. They will “force” their values or
opinions across to win the conflict. This is again a quick fix solution that can result in the conflict coming back worse
than before.
The Negotiator: This person will not stop until the problem is solved. They work to find a method that is satisfactory to
both parties that keeps intact the goals and values of those parties. This person/ solution works best when both of the
conflicting parties have problem solving skills.
Remember during the conflict to try and use words and sayings like:
"I hear..." "I agree ..." "I understand ..." "I think..."
By putting things in the “I” term, you aren’t directly or forcefully putting your point across using dominance.

Managing Conflict
In any business our customers are one of our most important assets.
Unfortunately there are days when not all customers want to be friendly or
pleasant. On days like this, try these effective tips to help you handle those
difficult customers.
 Don't take it personally
 Remember you are good at your job
 Write down their complaint or concern
 Ask a supervisor to join you and be part of the transaction
 Debrief the situation with someone else when the customer leaves
 Learn stress management techniques
 Recognise and accept you will work with customers who have bad days
 Consider what you could do differently next time

Defensive Tactics
Defensive Tactics play a large role in security and in your home life although we tend not to know were
doing it. Things such as negotiation, body language, use of voice, the tone of your voice and
avoidance of conflict are all parts of defensive tactics. In security the main role we have is to keep
peace and order which is why you are being tort this subject. The first area we will look at is the Fight
or Flight response.
Fight, Flight or Freeze Response (Tachypsychia aka "Adrenaline Dump")
The fight or flight response is a built in self defence mechanism that both humans and animals have to
respond to a perceived threat or danger. During this process our bodies release certain hormones like
adrenalin which act to increase heart rate, slow digestion, change automatic nervous system functions
and increase blood flow. The body does this in times of high stress or violent situations to give the
body a burst of energy and strength to survive by either:
 Fight – Confront the threat
 Flight – Get away from the threat
 Freeze – Stopping so you can’t be seen
This is known as the fight or flight response.

There are two responses the body goes through during this process:
 Anxiety - what you experience leading up to a dangerous situation.
 Fear - is the response you experience during a violent situation.
Both of these responses are helpful to us because they tell us when danger is near and they prepare our body for
it. During these processes you may experience:
 Your heart rate increased
 Your vision may have narrowed (called “tunnel vision”)
 Your muscles have tensed
 You have Dilated pupils
 Your mouth dries out
 You may begin to sweat
 Your hearing may become more sensitive.
 Your perception of time slows down or speeds up
These processes are designed to keep us alive so they happen without thought because of our bodies automatic
bodily responses.

4 Levels of Alertness
During your life you would have experience times when you felt that someone or something
wasn’t right and you paid close attention to it. The best way to describe it is a “gut feeling”.
4 levels of alertness
White
 Not aware
In the “white” state people are not aware of their surroundings. Most
people in society are in this dangerous state and are often referred
to as “sheep”, “cattle” or the “herd”. They roam around with no idea
on what’s going on around them.
Yellow
 Aware
In the “yellow” state people are aware of risks, hazards and above
all that bad man lurking in the dark alley. During patrols you should
always try to be in this state. Constantly looking around and being
aware of possible dangers.
Orange
 Prepared
The “orange” state is when you have spotted a possible situation,
hazard or risk. This is when you start to develop a plan of “what ifs”.
“What if the bad guy does is or that.”
Red  Fight,
 Flight or
 Freeze
Red is for when you put your plan into action, your being attacked
or the danger is confronting you. In this situation your body will take
on the fight, flight or freeze stance and you will act accordingly.

Isolating / Containing Incidents
Isolating and containing an incident can prove a vital skill within security as it can
escalate or deescalate a situation.
How to manage and containing an incident
 Have effective communication with team members and staff
 Limit access to and from incident
 Have enough staff to deal with the problem
 Deal with the situation quickly but don’t rush the incident process

Presence
Description: A person who is present or immediate proximity in time or space.
90 percent of the time your uniformed presence in a situation can resolve most problems. For
example if you’re working in a shopping centre and a group of youths are hassling other shoppers, by
you walking up to them or near them they will stop what they’re doing or saying. And in most cases
the youths will move on as they can no longer cause trouble.
Another example of this is the police service. When a motorist sees a police vehicle or officer they will
normally slow down even if they’re doing the right speed limit.
Observation and monitoring
Description: The act of observing or the act of noting and recording something, such as a
phenomenon, with instruments, especially with respect to matters of conduct.
Observing and monitoring can play a large role in most security roles, for example in crowd control
when you are monitoring a large crowd. If you effectively observe you can normally spot trouble
before it happens. This means that you can act instead of reacting.
Action vs. Reaction
Within the security environment it’s better to prevent, reduce or eliminate any possible incident then it
is to react to the incident which normally calls for some amount of force. For example if you see 2
males in a club arguing, instead of letting them keep arguing, you would intervene by talking to them
about what’s wrong.

Things to look for include:
 Weapons
 Arguments
 Closed / aggressive body language
 Defensive gestures
 Noise (glass, loud voices etc.)
 People moving away from danger
Ways to observe, monitor, and or gather information:
 CCTV
 Watching
 High points of view
 By getting amongst the crowds
 Conducting surveillance
 Monitor reports
 Check recorded information
 Take notes
 Write a report
 Document all findings
Information you can gain threw surveillance
 Offender details –
- Sex: male/female
- Age
- Hair colour and style
- Clothing
- Appearance
- Facial features
 Number of victims / offenders
 Who, what, when, how, why, where info
 Vehicle details
 Traits and behaviours

Negotiation
Negotiation is the use of language and communication tactics to get a point across or to reach some agreement. It is used in security to
avoid physical fighting and to reach agreements. The ways to negotiate depend on the circumstances, for example your tactics would be
different towards an intoxicated person, then that of a sober person. This is because the intoxicated person has lost allot of control and
reasoning power.
7 Negotiation Techniques
Prepare: Before you go to negotiate or talk to someone prepare what you want to say. By simply preparing in your head what you want
them to do, it can take away added stress and make your request more forceful.
Pay attention to timing: Make shore your timing is right. If you see someone commit an offence pull them up straight away. If they have
been drinking they may forget what they just did in a matter of minutes.
Ramp up your listen skills: Always listen to the other side’s point of view. Take it onboard and make a decision from there.
Ask, and you shall receive: If you don’t ask them to do something, they’re not going to do it. Make shore your intentions and demands
are clear and reasonable.
Compromise: In some situations you may need to compromise. An example of this is you go to evict someone, and they ask if they can
finish their drink and leave without incident. That is a reasonable offer as it offers a non physical solution and both parties are happy.
Don’t absorb their problems: In some cases you may have to sort out problems between people. In this case DO NOT let their problems
become yours. Stay in neutral ground and make a decision that will fit both parties.
Stick to your principles: If you want to lawfully remove someone, don’t give into pressure, whether it is from management, other staff or
patrons. Stay your ground and NEVER give up.
Remember: That negotiation is your biggest weapon and defence within security. If you
master this skill you will indeed become a renowned security officer.

Tactical Withdrawal
Also know as: “extraction, pulling out”
Tactical withdrawal is a fancy name to say you’re getting away from danger. The one
difference between running away and tactical withdrawal is you manoeuvre in such a way
so that it’s controlled, safe and effective.
Just running away from an ”attacker” or “offender” can cause them to respond to their
primal instincts and chase you, like when you watch a Lion chasing its prey on TV. It’s our
natural instinct, mainly male instinct, to “hunt” or “hunt down”. This is why tactical withdrawal
is so important to learn.
To withdraw tactically you need to:
 Find a place of safety
 Leave at the right time
 Get back up ASAP
 Have continual awareness

Situations to withdraw from
Some situations call for you to tactically withdraw because of safety or escalation of force /
violence. These include but are not limited to:
 Violent situations
- Weapons
- Extreme force
- Multiple offenders / attackers
 Use of force
- When withdrawing is better than staying put or defending
Too make the decision to withdraw; you must take into consideration the threat to:
 Your safety
 Others safety
 Common sense
 Risk management

Asphyxia
Asphyxia (from Greek a-, "without" and σφύξις sphyxis, "heartbeat") is a condition of severely deficient supply of
oxygen to the body that arises from being unable to breathe normally. An example of asphyxia is choking. Asphyxia
causes generalized hypoxia, which primarily affects the tissues and organs.
Compressive asphyxia is the mechanical limitation of the expansion of the lungs by compressing the torso, hence
interfering with breathing. Compressive asphyxia occurs when the chest or abdomen is compressed posteriorly. In
accidents, the term traumatic asphyxia or crush asphyxia is usually used to describe compressive asphyxia resulting
from being crushed or pinned under a large weight or force. An example of traumatic asphyxia includes cases in which
an individual has been using a car-jack to repair a car from below, only to be crushed under the weight of the vehicle.
Pythons, anacondas, and other constrictor snakes kill through compressive asphyxia.

In fatal crowd disasters, compressive asphyxia from being crushed against the crowd causes the large
part of the deaths, rather than blunt trauma from trampling. The cause of death of detainees who have
been restrained and left prone, for example in police vehicles, and are not able to move into safer
positions has been referred to as 'positional asphyxia'. "Restraint asphyxia" is a term used to describe
the death of people who have died or lost consciousness (to die later in a coma from anoxic brain
damage) while being restrained in positions that cause asphyxia by facial compression, neck
compression or chest compression.
Most occur during law enforcement or psychiatric restraint situations. It may be that the "positional
asphyxia" deaths of detainees are actually active chest compression deaths caused by the weight of
restrainers holding uncooperative detainees down in a prone position during the process of being
handcuffed and otherwise secured. Thus, the passive deaths following custody restraint presumed to be
due to positional asphyxia after being secured by mechanical restraints may actually be examples of
active restraint asphyxia occurring during the process of placing restraints.

Basic Task Sequence of Events
Scenario: Person asked to leave Scenario: Person armed with a weapon, other than firearm

Positioning
If you plan to remove someone by force your positioning is vital! The position you choose will depend on how quickly
you can react to a situation, it also can provide you with a safe haven and even lower the amount of force needed to
remove someone.
Personal Space Zones
1. Close Intimate Zone (under 0.5 metres) – This zone is very dangerous and personally invading. Only get this
close if you need to before restraining.
2. Intimate (0.5-1 metres) - This zone is a little less dangerous and personally invading. But still only get this close if
you need to before restraining.
3. Personal Zone (1-2 metres) - A good zone to be in. Close, but not to close. Plus it has god advantages with
negotiation.
4. Social Zone (3-4 metres) - This is a general area were people normally feel comfortable having strangers around.
5. Public Zone (5 metres plus) - In this area, people tend not to care too much with who is around.

Bodily Fluids
Hospitality and entertainment workers may come into contact with blood and body fluids, for example a worker may be required to clean
up a blood or vomit spill, dispose of a discarded needle and syringe or handle soiled laundry. This may expose workers to infectious
disease risks, including blood-borne viruses such as hepatitis B, hepatitis C and HIV (the virus that can cause AIDS).
Ways to control this hazard
 Instruct workers to:
- Treat all blood and body fluids as potentially infectious and always adopt safe working procedures where there may be contact with
blood and body fluids.
- Wash hands after contact with blood and body fluids and after removing gloves.
- Cover cuts and abrasions with a water-resistant dressing.
 Provide workers with appropriate personal protective equipment (such as disposable gloves) for tasks that involve contact with
blood and body fluids.
 Develop procedures for the handling and disposal of waste that is contaminated with blood and body fluids. For example, place
contaminated waste in a sealed plastic bag for disposal.
 Clean surfaces and items that are contaminated with blood and body fluids using warm water and detergent. If disinfection is
required after cleaning, use a suitable disinfectant such as sodium hypochlorite (bleach).
 Develop procedures for the sorting, handling, storage, transport and laundering of linen that is soiled with blood and body fluids.
 Provide staff with adequate amenities for hand washing, including running water, soap and single-use towels.
Needle Stick Injuries
Should you suffer a needle stick injury, the following procedure should be followed.
1. Wash the area gently with soap and running tap water as soon as possible.
2. Apply an antiseptic and a clean dressing.
3. Obtain prompt medical advice from your doctor or an emergency department of a hospital.
4. Place the needle in a rigid plastic container and take it with you to the doctor.

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