Effective communications and conflict de-escalation

Communication is the guard's main tool

Most incidents are prevented or resolved by presence and communication rather than force. Guards communicate with clients, the public, colleagues, police, paramedics and dispatch - in person, by phone, by radio, in writing and through body language.

The communication process

Sender → message → channel → receiver → feedback. Barriers include noise, language differences, stress, assumptions, jargon, emotions and distractions. Feedback (repeating back, asking questions) confirms understanding.

General rules for any message

• Be brief, explicit and concise.
• Make sure you are understood (check back).
• Do not be antagonistic.