Picture this: A security guard stands tall, uniform crisp, eyes alert. But what’s the most powerful tool in their arsenal? It’s not their flashlight or radio—it’s their ability to communicate effectively. Interactions with the public aren’t just part of a security guard’s job; they’re the heartbeat of their role. Every word exchanged, every gesture made, shapes the public’s perception of not just the guard but the entire organization they represent.
But here’s the million-dollar question: Do you know what kind of experience your security team is providing? Buckle up as we dive into the world of security guard communication. We’ll uncover why it’s not just important—it’s crucial. We’ll explore what truly effective communication looks like in the security field and arm you with strategies to elevate your team’s skills from good to exceptional.
Safety and situational awareness
While security guards need to possess many good skills to do their job well, the ability to communicate is paramount.
First, clear communication helps prevent incidents. Guards can identify and address potential security threats before they turn into big problems. Guards cannot only work with the upset parties but also easily coordinate with other team members.
Good communication is always helpful in an emergency. Providing and understanding clear instructions during a crisis helps find quicker and safer resolutions. It also helps during a potential conflict since the right words can help calm situations, while the wrong ones can turn a verbal issue into a physical one. Plus, an empathetic guard can reduce tension instead of increasing it.
Building trust
Not only can communicative guards help when problems arise, but they can also build relationships. When interacting with the public, friendly and respectful communication can go a long way in creating a sense of security and trust. Not only do these professional interactions help make clients happy, but they can also assist with making the entire operation more efficient. Reporting, documenting, and protocols are all improved when guards can communicate their expectations and results.
Being tactical
Tactical communication quickly conveys information to reduce the risk of misunderstanding. It’s commonly used by security teams, law enforcement, and other high-pressure people in high-stress situations. By planning what to say ahead of time, tactical communication gives security guards an advantage.
Consider:
A security guard sees a man arguing on his phone in a restricted area. The man is angry and loud.
The security guard approaches the man and says:
“Hey, you! You can’t be here. This is a restricted area! Get out now!” OR
“Excuse me, sir. I understand you’re having a difficult conversation, but this area is restricted. Is there somewhere else you could continue your call?”
While the man might still be angry, approaching tactically increases the chance of a peaceful resolution.
There are four elements of tactical communication—positioning, posturing, observing, and listening—and each plays into a security guard’s role.
- Positioning – the strategic use of space
Where a security guard stands or sits relative to someone sends a message, whether intended or not. It can convey dominance, submission, cooperation, or threat. For instance, a security guard interviewing a witness would use a different positioning than a security guard confronting a potentially violent person.
Tips for security guards:
– Evaluate body language and tone: Before positioning yourself, assess the other person’s body language – calm or aggressive?
– Maintain safe distances: In potentially volatile situations, maintain a safe distance to allow for reaction time and prevent a person from feeling cornered.
– Verbally communicate your movement: If you need to reposition yourself, explain why to be less threatening.
- Posturing – nonverbal cues
Posturing refers to body language, facial expressions, and how you carry yourself. A guard’s posture communicates a level of confidence and intentions.
Tips for security guards:
– Make people comfortable: Smile when appropriate, make eye contact, and open your shoulders for a non-aggressive stance. Avoid crossing your arms, puffing out your chest, or pointing in people’s faces.
– Keep hands visible: This signals you’re not concealing anything so there are no surprises.
– Be culturally sensitive: Nonverbal cues can have different meanings in different cultures. Consider these differences and adapt your posturing accordingly.
- Observing – stay aware
Observing is about assessing the surroundings and people in it, and being observant helps guards anticipate and deal with potential problems.
Tips for security guards:
– Check your environment – Clock your location, exit routes, and any evidence of incidents.
Watch individuals. Check for suspicious behavior and concealed weapons. – Focus on if people are exhibiting aggressive behavior or are under the influence.
– Document – Record details and timelines as soon as they are safe and practical.
- Listening – understand the situation
Listen actively and engage with people to understand their message and emotions. Active listening is a great skill for gathering information and de-escalating conflicts. It involves paying full attention to the speaker, both verbally and nonverbally.
Tips for security guards:
– Make the person a priority – Let people speak, don’t rush the conversation, and avoid planning what you’ll say next instead of listening.
– Listen actively – Show your engagement, ask questions, and check for understanding.
– Acknowledge the situation – Even if you don’t agree, address a person’s concerns.
These four elements are not isolated skills but fit together to create a complete picture. Security guards can improve their communication skills to de-escalate situations and create a safer environment by working on them.
How to improve communication
Developing communication skills requires more than attending lectures. Role-playing scenarios help since guards can practice communication techniques in pretend real-world situations, like dealing with angry customers, responding to a suspicious person, or coordinating with team members during an emergency. This hands-on practice is improved by feedback and coaching from supervisors, who can offer constructive criticism. Since elements change over time, continuous learning through workshops or refresher courses helps guards stay up on best practices.
The lasting impact
Training improves the safety of security guards and the community members they protect since effective communication helps de-escalate conflict. This creates positive interactions and a better foundation between security personnel and the public. Finally, clear communication contributes directly to efficiency – as in ensuring that security operations go well, reports are accurate, and protocols are followed. Overall, effective communication affects many aspects of a security guard’s role.
Trackforce – and tactical communication tools
While training helps develop tactical communication skills, having the right technology can improve a team’s communication ability. The TrackTik solution from Trackforce provides tools specifically designed to support tactical communication.
The TrackTik solution from Trackforce offers these features for better communication:
Security companies are revolutionizing their communication approach by harnessing the power of TrackTik’s solution from Trackforce. This integration transforms security guards into communication powerhouses, creating a shift in operations. The result is seamless collaboration and elevated professionalism.
