I. Professionalism and personal presentation
Security guards usually are being asked to perform a variety of complex functions with discretion, diplomacy and tact. Guards are expected not only to look more professional, but also to have a greater knowledge of the laws and policies related to their industry. Some of these expectations include:
II. Personal appearance
In a society that often judges by first impressions, members of the public will often make a connection between professionalism and appearance. The security/lady guard that does not dress for the role that they will perform, or who is dirty or unkempt, will not be seen professional. He/she should be:
III. Conduct and deportment, attitude and self-improvement
IV. Obstacles to good public relations
V. Things to remember when dealing with difficult or angry people
Security guards usually are being asked to perform a variety of complex functions with discretion, diplomacy and tact. Guards are expected not only to look more professional, but also to have a greater knowledge of the laws and policies related to their industry. Some of these expectations include:
- Acting in an honest and ethical manner at all times;
- Being sensitive to people with special needs, different backgrounds, communities and cultures;
- Possessing knowledge of laws (especially Private Security Agency Law);
- Possessing knowledge of their employer's policies, and the policies of the client, in order to act in accordance with them;
- Being well-trained and able to respond quickly and appropriately to the routine situations they will encounter every day on the work site. If emergencies arise. security will not panic but provide assistance to those in need;
- Being properly attired, neat, and clean in appearance; and
- Acting in a disciplined and professional manner, even when encountering difficult people or when placed in difficult situations, treating all people with respect and dignity.
II. Personal appearance
In a society that often judges by first impressions, members of the public will often make a connection between professionalism and appearance. The security/lady guard that does not dress for the role that they will perform, or who is dirty or unkempt, will not be seen professional. He/she should be:
- properly attired;
- neat and clean in appearance;
- his/her uniform should be well-fitted, pressed and clean;
- shoes should be clean and , if appropriate, shined;
- hair should be clean and neatly groomed; and must be able to communicate clearly.
III. Conduct and deportment, attitude and self-improvement
- Tone and volume - These factors are often as important as what is said. Sarcasm can turn words that would diffuse a situation into an insult designed to inflame. While loudness may be one of the verbal cues that we may use to emphasize a point, often it is interpreted as aggression.
- Stance and posture - Unless guarded carefully, the body is often a reflection of what is in one's mind. Also, body language says as much as our words do, and a guard must recognize that he or she may be communicating in ways that they may not be aware.
- Facial expression - The face is the window to what a person is thinking.
IV. Obstacles to good public relations
- Suspicion
- Pessimism
- Temper
- Lack of faith and pride to oneself and to the profession
- Prejudice and discrimination
- Lack of flexibility
- Abuse of power or position
- Inability to take or accept criticism
V. Things to remember when dealing with difficult or angry people
- Remain calm and show a willing listening attitude;
- Acknowledge that the person has a right to complain;
- Never argue, and be conscious of verbal and nonverbal communications cues;
- Admit errors;
- Apologize, if warranted;
- Avoid blaming;
- Follow policies of client when trying to deal with a complaint; and
- refer to others if the complaint is beyond your ability to deal with, or would be better directed elsewhere.