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.

1. SOFT SKILLS
FOR
AIRPORT SECURITY
PERSONNEL

2. Maj. Gen. Nilendra Kumar
Director
Amity Law School, Noida

3. Airport security personnel are
entrusted with security of passengers,
crew & equipment, aviation security,
safety of premises and over all a
secure environmental.

4. As such they come in contact with
and have to deal with a large number
of persons.

5. Further, they have to interact with
their own colleagues.

6. Their output would be seriously
hampered by tension, pressure,
conflict and disputes.

7. Prolonged duty hours can lead to
frayed tempers.

8. Passengers would rarely thank or
compliment but are prone to
complain, argue or talk back.

9. Aim should be service with a smile

10. This brings in a need for proficiency in
soft skills.

11. SOFT SKILLSSOFT SKILLS
Soft skills are personal attributes that
enhance an individual’s interactions,
job performance and career
prospects.

12. Soft skill is a term often associated
with a cluster of personality traits
social graces, communication,
language and personal habits etc.

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. Lack of sensitivity or high handedness
act could have serious fall out.

15. Even in other situations

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. IMPLICATIONSIMPLICATIONS
1. Lapse can have adverse relations
internationally.
2. Human Rights fall out.
3. Can affect airline business.

18. SECURITY AT AIRPORTSSECURITY AT AIRPORTS
No scope for compromise or laxity

19. At the same time show tact and
maturity.
Be polite.

20. Remember you are an ambassador of
your country.

21. NOT TO FORGET
You are there because of the
passengers. It is not the other way
around.

22. Simply being good at security
functions is not good enough.

23. You have to convey an image of
efficiency, courtesy and good
behaviour.

24. This can be acquired by careful and
continuous training and practice of
soft skills.

25. Such a skill cannot be acquired
overnight.

26. It calls for a continuous and cultivated
efforts.

27. Relevance of soft skills in this regard
1. Communications
2. Human relations
3. Body language
4. Positive traits
5. Self control

28. Develop an elaborate list of Do’s and
Don'ts

29. AVOIDAVOID
Bias
Prejudice
Impatience
Anger
Indifference
Delay

30. Don’t discriminate or show partiality

31. Cut down your prejudices on
account of :
Region
Caste
Religion
Language
Sex
Any such consideration

32. Accord special care :
1.Sick and wounded
2.Elderly
3.Unaccompanied minor
4.Woman
5.Physically challenged

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. VERBAL COMMUNICATIONVERBAL COMMUNICATION
1. Simple text
2. Short sentences
3. Positive stance
4. No use of offensive words

35. Be polite with your eyes

36. While on duty show application of
mind and concern, where required.

37. In case of delay, intimate reason(s)

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. You can be firm but polite

40. Seek feedback and suggestions for
improvement.

41. Portray an image of :
Efficiency
Sympathy
Courtesy

42. Try to cultivate a working knowledge
of other languages.

43. Even skill of sign language may be
helpful at times to convey your
message.

44. Don’t argue or fight with your
colleagues in the presence or hearing
of passengers.

45. WHEN ASKED
Point location of :
Rest rooms
Prayer place
Medical assistance
Restaurants
Exit

46. Institute genuine system of grievances
redressal.

47. Remember!
There is always a scope for self
improvement.