The document discusses effective communication skills for security guards. It covers: 1) Security guards must be able to communicate through various mediums both orally and in writing to obtain and convey information clearly without bias. 2) Effective communication also involves non-verbal cues like body language, tone, volume, and ensuring messages are understood. 3) Tactical communication requires adjusting communication styles to different audiences and situations while remaining clear, concise, and non-confrontational.

1. Section 9 - Effective Communications
Section Overview
Security guards encounter a wide range of situations
and are required to act professionally under all
circumstances. Effective communication is an essential
skill for security guards in order to adapt to different
scenarios and defuse situations when required.

2. Communication Skills
There are many different mediums for communication, including writing (reports, company policies),
in-person, by phone, by e-mail, through two-way radios, and by video recording.
Security guards must be able to communicate with a wide array of individuals both orally and in
writing to obtain information. Information provided by a security guard, presented orally or in
writing, should always be clear and concise, and use appropriate language. Information should be
conveyed accurately and without personal bias or opinion.
Communication also uses non-verbal cues, such as body language. A security guard’s posture,
gestures, facial expression and eye contact can all convey information.
Security guards should check with their employers about communication protocols for specific
situations, such as fire alarms, and the use of special communications equipment like two-way radios
(See Appendix B for Association of Public Safety Communication "10" Codes).
Some general rules applicable to all communications are:
Be brief.
Be explicit.
Be concise.
Make sure you are understood.
Do not be antagonistic.

3. Tactical Communication
It is important to adjust a communication style to accommodate a situation or an
audience. Security guards should be able to adjust their behaviour and
demeanour accordingly. Assisting an injured individual will not require the same
communication tactics as controlling a rowdy crowd. Effective communication also
ensures that security guards can be assertive without being confrontational.
In any situation, it is important to communicate in a clear and concise manner. The
tone, volume and cadence with which a message is presented can have a
significant outcome in how it is received by its audience. Tone, volume, and
cadence are especially important when dealing with people over the telephone
where nonverbal cues are not available to help them interpret your reaction to
the situation.

4. Dr. George Thompson – Verbal Judo
Dr. Thompson ("Doc Rhino") is the Founder of the
Verbal Judo Institute.
Since 1983 and until his death in 2011, he personally
trained more than 700,000 individuals in Tactical
Communications -- a program he developed in 1983 for
defusing conflict and redirecting behavior with words.

5. Verbal Judo
Verbal Judo was originally developed for police, corrections,
and security professionals and is now a required course in
numerous states. More recently it has been tailored for other
organizations (e.g., mental health, the gaming industry,
hospitals, businesses, schools) and for use by civilians to
protect themselves from verbal assault and physical violence.
Video
http://fora.tv/2009/04/10/Verbal_Judo_Diffusing_Conflict_T
hrough_Conversation#fullprogram

6. Interpersonal Skills
Security guards must frequently interact with
others, whether it is their employers, peers, clients, or
the public. Being courteous and professional are always
essential and help to establish rapports and build
trusting relationships. Strong interpersonal skills also
allow security guards to relate well to others and
prevent or defuse difficult situations.

7. Effective Communication
What is special about effective communication?
Effective communication is communication that works. This happens
when people clearly understand each other. To have effective
communication you must pay attention not only to the words that you
are saying, but also to the way in which you say them and to the
messages that you are giving with your face and body. Make sure that
your words and actions match, so that there is less chance for
misunderstanding.
Listening is also very important for good communication. You must be
able to understand what people need, since you are there to help
them. Let’s look more closely at the skills you need to communicate
well with the public and what you can do to develop these skills.

8. Effective Communication Continued
Active listening
We have all had our mind wander when someone is talking to us. We hear them speaking but we are
not really listening to them. If you are a good listener, you are actively involved. To improve your
listening skills, keep the following things in mind.
Give the person silence. It allows them to think and express things in their own time and their own way.
Don’t interrupt.
Don’t make judgments. Focus on understanding, instead of who is right or wrong.
Reflect the person’s feelings. This shows the person that you think their feelings are important. Use language to help you
understand, like: “You seem upset.”
Don’t say, “I know exactly how you feel.” This statement is always false.
Paraphrase. This means trying to repeat what the person has said but using different words. This gives the person a chance
to correct any misunderstanding.
Use language like: “Let me see if I’ve got this right.” or “What I think you’re
saying is …”

9. Effective Communication Continued
Way of speaking
How you say something is much more important than the actual words. In fact, most
studies say that words are only responsible for between 5% and 10% of what you
communicate! The tone, volume, and speed at which you deliver your words are very
important for getting your message across to others.
Use a respectful, encouraging tone of voice.
Speak with expression, rather than one tone. No one likes communicating with a robot.
Speak loudly enough for people to clearly hear you.
Don’t yell unless you’re trying to warn people of immediate danger.
Adjust your rate of speech to fit the situation. For example, it may be helpful to talk more slowly
when speaking with someone who doesn’t speak English well.
Try to use plain language that is used in everyday conversation so most people can understand you.
For example, don’t say to someone that they tripped the intrusion contact sensors on the perimeter
access control and monitoring system. It would be more helpful to tell the person that they set off an
alarm by opening a door.

10. Effective Communication Continued
Body language
Most of your message is communicated through your body language. Body language is everything but the words you say.
Body language includes: posture, hand positions, eye contact, the way that you stand, gestures such as head or hand
movements, and facial expressions such as smiling or frowning. Here are some tips for using body language to show you
are open to communication.
Start a conversation with a smile. Make sure your facial expression doesn’t disagree with your words. This can be
confusing.
Keep a comfortable distance between you and the other person. It shows that you respect the person’s personal space.
This is also important for your safety and it gives you a chance to get away.
Stand in a supportive way. Stand at an angle, a leg length away from the other person. Keep an open body position – don’t
fold your arms across your chest or put your hands in your pockets. This could make the situation worse.
Keep eye contact at the level that the other person is comfortable with. Remember, many cultures do not value direct,
continuous eye contact.
Keep focused on the person. Don’t keep looking past the person, at your watch, etc. It will send the message that you are
not really interested.
Avoid distracting movements or gestures, like tapping your pen or drumming your fingers.
Be aware of the other person’s body language. It can help you to understand how they feel. However, don’t make quick
judgments based on one thing. For example, just because someone avoids eye contact, it doesn’t mean they are lying. Look
at the whole picture.

11. Effective Communication Continued
How do I interview witnesses and other people?
If an incident happens while you are on duty you may need to interview the people involved or any witnesses. If you practice the active
listening skills listed above, most people will be comfortable sharing information with you. Here are some other things you should do.
Find a quiet spot where you will not be bothered, but remember your duties and responsibilities to the site. Whenever possible, you should
have a qualified person take over for you while you go off to talk.
Face the person squarely and at their level. If they are sitting, you should also be sitting.
Keep focused on the person’s words. Don’t be thinking about your next question while the person is still talking. Don’t focus on some part of
the person’s appearance. If you find your attention drifting, bring it back.
If the person starts talking about something else, gently bring them back to talking about the incident. Remind them that you need to get the
facts.
Take detailed notes. Ask the person to slow down if they are talking too fast. Repeat key information to make sure it is correct. You should
always tell the person at the beginning of the conversation that you are going to take notes and how important those notes are to your
investigation. If the person objects, you will have to make your notes as soon as possible after the interview while things are still fresh in your
mind.
Get contact information, if possible, in case you need further information or someone else, such as the police, needs to talk to that witness.
Keep all information that you get confidential. Explain that you will only share information with the people who must have it.
Don’t make promises that you cannot keep. For example, “I will protect your identity,” or “If you cooperate, it will go easier on you.”
Respect a person’s rights. You cannot force someone to help. Rights may vary, such as for children.

12. Effective Communication Continued
When I’m interviewing someone, are there certain kinds of questions that I should use?
An important part of interviewing someone is to know what kinds of questions to ask and when to
ask them. Questions can be divided into two groups: open-ended questions and closed-ended
questions.
Open-ended questions invite the speaker to tell a story. They are most effective at the beginning of
an interview or when you want general information. They could include: “Can you tell me what
happened?” “What did you see?” “How did that make you feel?” “What did you do next?”
Closed-ended questions are used when you want specific information. They are usually answered
with “yes” or “no” or short answers. They are useful to help you check information. They could
include: “Were there any other witnesses?” “What time did this happen?” “Where were you
standing?”
Avoid “leading” questions that actually state your opinion. For example, “Why would you do
something like that?” “Don’t you think you should have walked away?”
Ask one question at a time. Give the person time to answer before asking the next question. If you
ask more than one question at a time, the person could become confused because they won’t know
which question to answer first. If you think of another question while someone is talking, write it
down. You can ask it when the person finishes talking.

13. Effective Communication Continued
How do I deal with difficult or angry people?
If you behave in a professional manner and communicate
effectively, most people will cooperate with you. However, there
will always be people who will challenge you. They may do this for
a variety of reasons. Maybe they have a problem with the
worksite you are guarding, maybe they are sick or under a lot of
stress, or maybe they just don’t like authorities. You have no
control over what happens to these people before they meet you,
but you do have control over how you interact with them. What
you say, how you say it, and what you do may cause the person to
become more or less difficult.

14. Effective Communication Continued
Upset or anxious behaviour
If you try to always be aware of your surroundings and the people in them, you will be able to detect
many problems before they happen. For example, you may see someone who looks like they are
anxious or upset. They could be pacing back and forth, wringing their hands, complaining to no one
in particular, or looking like they are about to cry.
Instead of ignoring these behaviours, try speaking with the person as soon as possible.
Approach them gently, make good eye contact, and ask if you can help. You need to make the person
feel safe and help them understand that you will do your best to take care of the situation.
Sometimes people just need to know that they are not being ignored, especially if they have been
waiting for a long time. An example of this would be someone waiting in the emergency ward of a
hospital.
Practice active listening, and make sure your tone and body language show that you are
supportive, not threatening. If you are not able to deal with a complaint, try to direct the person to
someone who can help them. If an anxious person thinks that they are being ignored, they may
become defensive.

15. Effective Communication Continued
Defensive Behaviour
Recognize if someone reacts to you in a defensive way. This means they may not listen
to what you are saying or act like they don’t trust you. They may be unreasonable or
challenge your authority. An example would be someone who doesn’t have a pass and
tries to get backstage at a concert. When you ask them to leave, they start arguing
with you. They may even insult you. If a person reaches this stage, you need to
respond by being directive. This means being firm and in control. It also means setting
reasonable limits and letting the person know what will happen if they don’t behave
within those limits. Keep your voice clear and calm and your expression neutral. Speak
about the positive before the negative. With the person above, you could say, “You
can leave on your own, I can escort you out, or I can call the police to remove you.” It
is very important that you keep your professional discipline. You may need to tell
yourself not to take something personally, practice counting in your head, or breathe
deeply. Be aware of what “pushes your buttons” and practice ways for remaining calm
in times of conflict.

16. Effective Communication Continued
Physically acting out behaviour
As people’s anger and frustration increase, so does the buildup of energy in their bodies.
By the time they are physically acting out, they have lost
control. They may need to be restrained for their own
safety, as well as the safety of others. Always call for back-up
and police if someone becomes violent. Never use more
force than necessary. Ask for training in crisis intervention. It
will help you learn safe ways to control or restrain someone.

17. DO
Make a plan
call for back-up. Stay back and observe what is going on.
know where you will stand so you can escape if you need to.
Watch your body language
keep relaxed, stand or sit tall.
keep your hands open and a neutral
facial expression.
DON'T
do it alone, just to be a hero.
your escape route be cut off
point your finger, shake your
fist, shrug your shoulders,
roll your eyes, look bored.
Show confidence
keep eye contact, without staring at the person.
Show calmness
speak in a calm voice.
use positive self-talk. Tell yourself, “I’m in control of the situation”
or “I have several options that will work.”
lose eye contact – this may look like fear, rejection, lack of care.
shout, yell out orders or use negative self-talk like,
“I’m in big trouble.” This makes it hard for you to think and act
effectively.

18. DO
Keep a safe distance
keep a minimum of 3 arm lengths away, out of reach for
punches, grabs, pushes. Keep further away if you are alone.
stand at a 45-degree angle. This is non-threatening, and you can get
away quickly.
keep palms up in front of you. In this position you can block and
grab at the same time.
Use communication, not force
introduce yourself and your role as protector.
make statements about their feelings: “You’re very angry.” This
makes people aware of their anger and its effect and turns their
attention inside themselves.
remove things that may bother the person, such as other
people, radios.
Know your limits
know when you have reached the limit of what you can do, or what
you are comfortable doing, and get out.
Be aware
use extra caution if you see signs of drug or alcohol use, or signs of
emotional or mental distress.
DON'T
invade someone’s personal space by getting “in their face.”
directly face the person – this is threatening and your body is
exposed.
cross your arms, raise your fists, or put your hands in your pockets.
take someone by surprise.
ask for details of an upsetting event. The person may get angrier as
they explain the situation.
deal with something that you do not know about, or that you are
not able to do, just because your employer or client orders you to.

19. How do I deal with the media?
The Canadian Charter of Rights and Freedoms says that everyone in Canada is
guaranteed “freedom of thought, belief, opinion and expression, including freedom of
the press and other media of communication.” This is often referred to as “freedom of
the press” and it means the media, who are part of a democratic society, are allowed
to say what they think without being punished.
The media may be very interested in talking to you if you are guarding a site where
something interesting has taken place, like an accident, a crime, a visiting celebrity, a
labour strike, etc. It is your job to protect the people and information at your site. It is
not part of your job to speak for the company. Check your post orders to see if they
name a Public Relations person as a contact. This is the person who is authorized to
give interviews or press releases to the media.
If a Public Relations person is not named:
refer the media to a site manager or your employer.
do not make any statements or give your personal views, even if they tell you it is “off the record.”
do not fall back on the “no comment” answer, as that can be used against you.