CHAPTER 2: USE INTERPERSONAL AND COMMUNICATION TECHNIQUES TO DEFUSE CONFLICT

1. Use interpersonal techniques to facilitate information exchange with subject of threat, which is essential for Conflict Defusion in challenging environments.
2. Clarify misunderstandings and uncertainty with subject, using language that reflects sensitivity to individual social and cultural differences. Conflict Defusion often requires this level of awareness.
3. Communicate with subject to maintain positive interaction and minimise aggressive behaviour, and to give clear spoken warnings. By applying Conflict Defusion principles, security officers can better manage tense situations.
4. Identify factors that might impact on the safety and security of self and others and apply contingency measures within scope of own competence and authority.

Steps to carry out a dynamic risk assessment

• Identify the risk.
• Assess the risk.
• Consider the tools they must use to mitigate the risk.

2.1 Use interpersonal techniques to facilitate information exchange with the subject of the threat.

Security officers must develop interpersonal skills and learn to create a friendly, polite environment.

Interpersonal abilities can assist consumers in trusting you as a security guard and enabling you to recognise when something seems off, in addition to increasing customer contentment.

Additionally, in tense circumstances, interpersonal abilities can aid in defusing the situation and facilitating a secure resolution. In summary, using effective Conflict Defusion strategies helps to promote safety and effective outcomes.

Interpersonal techniques to facilitate information exchange with the subject of threat

• Active listening
• Being non-judgemental
• Being respectful and non-discriminatory
• Constructive feedback
• Control of tone of voice and body language
• Culturally aware and sensitive use of language and concepts
• Effective verbal and non-verbal communication
• Maintaining professionalism
• Providing sufficient time for questions and responses
• Reflection and summarising
• Two-way interaction
• Use of plain English
• Use of positive, confident and cooperative language.

2.2 Clarify misunderstandings and uncertainty with the subject, using language that reflects sensitivity to individual social and cultural differences.

• When you hire a security team to guard your company, you trust their ability to secure your customers, employees, and property.
• Because you are worried about a potential threat that could harm individuals and the reputation of your company, you hired security personnel in the first place.

Individual social and cultural differences may relate to:

• Dress and personal presentation
• Food preferences
• Language
• Religion
• Social conventions
• Traditional practices
• Values and beliefs

Clarifying misunderstandings and uncertainty with the subject:

• Checking whether it is a good time and place to communicate with the person
• Be clear and using language that the person understands
• Communicate one thing at a time
• Respect a person’s desire to not communicate
• Check that the person has understood you correctly
• Communicate in a location that is free of distractions
• Acknowledge any emotional responses the person has to what you have said.

2.3 Communicate with the subject to maintain positive interaction and minimise aggressive behaviour, and to give clear spoken warnings.

• Throughout your employment in the emergency and security sectors, you will encounter situations requiring you to deal with hostile individuals.
• These individuals could be agitated, guarded, frightened, or drunk from drugs or alcohol. In any event, it’s crucial that the aggression displayed is not brushed aside or suppressed.
• Dealing with such circumstances and preventing anger from growing is dependent on acknowledging rage.
• As a security officer, you should become accustomed to adopting specific strategies to manage hostility. Above all, Conflict Defusion is a key outcome in all these interactions.

Methods to communicate with the subject to maintain positive interaction and minimise aggressive behaviour:

• Positioning
• Posturing
• Observing
• Listening

2.4 Identify factors that might impact on the safety and security of self and others and apply contingency measures within the scope of own competence and authority.

A security guard’s job is crucial for safeguarding both private property and the individuals who live or work there.

Security managers should consider several hazards that security guards frequently confront to avoid liability or harm.

Identification of factors that might impact on the safety and security of self and others:

Signs that a person may be suffering from mental illness

• Confused thinking or reduced ability to concentrate
• Feeling sad or down
• Significant tiredness, low energy or problems sleeping
• Major changes in eating habits
• Detachment from reality (delusions), paranoia or hallucinations
• Problems with alcohol or drug use
• Excessive anger, hostility or violence
• Suicidal thinking
• Difficulties in comprehending and relating to circumstances and people.
• Inability to deal with day-to-day challenges or stress.
• Excessive anxieties or fears, as well as severe feelings of guilt
• Extreme emotional swings (highs and lows).
• Isolation from friends and activities.