Communication and Public Relations
A look at the different mediums of communication and public relations. You will study the methods and obstacles of communication. How to communicate to different authorities.
Communication is the process by which information is exchanged between individuals.
Public Relations is the state of the relationship between the public and a company or other organization or famous person.
As a security guard, you may use different mediums to communicate with certain individuals or groups. These mediums will include voice, audio, video, writing, email, or body language. The goal of the communications process is to present an individual or group with information and have them understand it.
Three components of communication are; Sender, Receiver, and Feedback.
The Sender is the person sending the message.
The Receiver is the person to whom the message is being delivered.
Feedback affirms the message was sent and understood.
Three methods of communication are:
Verbal (oral) communication- messages are delivered through talking and listening.
Non-verbal communication- an action other than talking to convey a message/eye contact/ body language.
Written communication- report writing, incident reports, security manuals, Memos
Obstacles to effective communication
Attitude- Having a positive attitude will allow your communications to be understood effectively. Communication is effective when it is done calmly, not supporting either side of a debate, quarrel, or party, and in a controlled way.
Prejudice- We all have prejudices and biases. As a security guard, you will have to be aware of your prejudices to minimize adversely influencing the performance of your duties. You must avoid confrontation and foster cooperation. Leave the prejudices in the locker when you get dressed for work.
Knowledge of Duties- Security guards need to know their duties, post orders, policies and procedures, and all applicable laws to be able to make informed and proper decisions when giving effective directives.
Listening is a very important part of communication. One needs to listen to hear the message. How was it said? Was there a different tone of voice inflection? Listening will allow you to interpret and understand the message. With sensitivity and compassion, a security guard can have a balance in his/her approach to effective communication. These skills are fine-tuned with practice.
On-the-job training, also known as OJT, new security personnel will learn the proper way of responding to communications. Like answering the telephone professionally and courteously. No one likes rude people. Calming an irate client, visitor, guest, patron, or whoever is a skill that will come in handy. You may have to repeat an approved text from the company or client when answering. Good Afternoon Ma'am or Sir. This is an unsecured line. Security guard EAR speaking. How may I help/assist you? Email communications and any other forms or methods of comms the client may want.
Security guards' communication skills will get better as the guard will be dealing with the public, staff, and visitors regularly. Effective communication skills are the foundation for every professional security guard's career. The major function of the security guard is to effectively communicate hazardous, unsafe, and dangerous conditions to life and property. Like fire dangers, crime, and terrorist activity. Observe and Report. Enhancing your security guard training and your communication skills will also improve your job performance. The ability to communicate effectively will afford him/her the tools to de-escalate or defuse dangerous situations.
Communication includes but is not limited to;
Direct communication- exchange with another person one-on-one, talk. Passing information back and forth.
Telephone communications are important to understand. Remember this... You don't always know who you are speaking to on the other line. Always be polite and speak clearly. Always pass on messages. Confidentiality of communications (information) must be protected.
Radio- radios are tools security uses to communicate in real-time with supervisors, clients, and law enforcement. There are rules for radio etiquette. No foul language. Radios are to be used for official company use only. No personal conversations. Stay off the radio if another guard has an emergency. Monitor if unable to respond. (fixed post) Note: Always check your radio to make sure it works BEFORE you sign it out.
Interviews are one-on-one conversations to get information. Unlike one-sided interrogations.
Report writing is a basic function of security. Security will document days, shifts, or incidents in reports. Know the proper forms to fill out and the up-to-date contact phone numbers of important people... supervisors, clients, law enforcement, fire department, gas, and electric companies.
Information technologies have enhanced communication features by adding emails which allow sending numerous messages at the same time. With the internet, you can conduct investigations and research. Cell phones are mini-computers and a Database records all employee info and maybe sensitive company information stored and documented.
Communication will be important when it's time to be assertive and stern in an emergency. Everyone will look to the guard for guidance. They may panic. A well-trained security guard will know what to do in an emergency because he/she took the time to read the Emergency Prepared plan. They practiced and trained with different scenarios following the Emergency Prepared plan, policy, and procedure. They knew the information beforehand.
Communicate in a way that people will want to do what you want them to do. Win-Win
Smile and be Confident