Spartan Training Bulletin | Volume One – Issue Two

Public Contact:

Perhaps one of the most important set of skills a security officer can have is the ability to interact with the general public in a professional manner. This means dealing with not only, the client, homeowners, and or board members, but also customers, vendors, contractors, visitors, etc. The security officer performs many functions from f first responder in a crisis, to assisting all of the above with general information. These actions put the security officer in close proximity to the client(s), public and other security professionals. Therefore, the security officer must know how to approach and perform accordingly. Remember, as a security professional, you are representing not just yourself, but the company and location as well.

The security officer needs to demonstrate that he/she wants to sincerely assist. This can be accomplished when dealing with common situations such as providing directions, answering questions, providing escorts, etc.

To sincerely express to public, and or client that the security officer is truly there to help, the security professional should:

• Make eye contact with the individual(s) and present a pleasant demeanor.
• Address the person(s) as “Sir” or “Ma’am”. (A little respect goes a long way)
• Follow through on the matter until resolved.

Note: If the security officer is unable to resolve an issue he/she should request assistance from a supervisor, post commander or scheduling manager.

Upon initiation of any patrol you should:

STOP – at a safe distance away from the area you’re going to inspect/patrol.

LOOK – for signs of trouble or safety issues.

LISTEN – for any out of the ordinary noises.

Once you have determined that the area is safe to approach begin your patrol / inspection. The following are some of the things to look for:

 Doors and windows broken or not secured.

• Unauthorized activity (trespassers, loiters, etc.)
• Safety / fire issues (blocked or locked fire exits).
• Slip, trip or fall issues (roots, damaged sidewalks, etc.)
• Malfunctioning lighting.
• Vandalism
• Damage to fencing, walls, gates, etc.
• Parking violations.
• Broken pipes or sprinklers.

Interior Patrols:

1. Slip, trip or fall issues (torn carpet, damaged steps, lose hand rails, etc.)
2. Missing or damaged emergency lighting or signage.
3. Missing or damaged fire protection equipment (extinguishers, sprinklers, etc.)
4. Blocked or locked emergency exits.
5. Leaking pipes.
6. Malfunctioning lighting.
7. Trespasser(s) or un-welcomed person(s).
8. Loud noises (music, barking dogs, etc.)

Remember to always have all necessary equipment with you (i.e. radio, flash light, keys documentation, etc.) and never have a routine patrol rout, yet conduct patrols with consistency.

Should the security officer encounter an upset individual(s) for whatever reason, the security officer should take caution when assisting them. If the security officer does not use tact and professionalism, the situation may escalate. When dealing with a disgruntled person(s) the officer should:

• Analyze the situation from a safe distance (if possible) looking for aggressive body language.
• Request assistance from other security and or patrol officers (if possible), supervisor, or post commander
• Approach the location/area with caution.
• Allow for distance between the person(s) and the security officer during initial contact.
• Speak with a calm voice and let the person(s) express their concerns.
• Inform them that you are there to assist and help them anyway you can to resolve the issue.
• Keep hand movements and gestures to a minimum unless attempting to distract the individual while maintaining clear sight of their hands.

When dealing with individual(s) who may be upset or may become upset, there are 7 things a security officer should never say:

1. HEY YOU, COME HERE: This phrase puts the person(s) on the defensive. Use the phrase “May I have a few moments of your time?” This may aid in calming or neutralizing the situation. Remember to ask not demand.
2. WHY DON’T YOU JUST CALM DOWN: This comes across as sarcasm and makes the person feel as if they have no right to be upset. They will become more angered because of this reason. Instead try “Can you please give me all the details calmly so I can attempt to resolve this for you”. When said in a soft tone the person may take a second look at how they are speaking to you.
3. BE MORE REASONABLE: This is criticism, everyone always thinks they're reasonable even when they're not. When stated this way it makes the person feel that you see them as stupid or wrong. Instead use “Let me see if I understand your position”. This may calm the person down because its sounds more professional.
4. IM NOT GOING TO TELL YOU AGAIN: This is just a threat, nothing more. Instead try “Please understand what I am telling you is important so please let me finish.” This will let the person understand that you mean business, but it does not sound threatening.
5. BECAUSE THESE ARE THE RULES: This just irritates people. In order to gain the persons respect and compliance you need to tell them “The rules are in place to protect the homeowners, visitors, and or customers including yourself.”
6. WHAT’S YOUR PROBLEM: This puts people in a bad mood and they then feel they have to retaliate. Instead try “How may I help or be of assistance?” This will let them understand it’s not you against them, but you with them.
7. WHAT DO YOU WANT ME TO DO ABOUT IT: This will only make the person believe that you don’t care or want to do your job. The phrase “Let me look into the matter and see what I can do to resolve the situation.” will tell the person that you are concerned about them and willing to assist.

• Remember by not insulting the individuals you encounter you will decrease the chance of having to deal with a potentially violent situation.

Always understand that large portion of your job is public relations. We as security personnel are often the first and or last point of contact for contractors, visitors, customers, vendors, homeowners, clients, and or managers and general public on a daily basis. Often individuals will contact security for assistance and this is why courtesy and professionalism is important. Your first 10 seconds of interaction with the individual will set the tone for the remainder of the encounter. This is why as a security officer you should show the person that you care about their well being, while they are at your location and or post

Spartan Security Staff Writer -