L3R – 8.3 Communication


One of the most effective ways to resolve conflict is to practice good communication. Some of the basic ideas that were previously covered will apply in these situations as well. Keep in mind the concept of speaking clearly, as well as using proper grammar to ensure that you are understood. The following skills will greatly assist you in your attempts to de-escalate the conflicts you encounter.

I    Critical Thinking

The intellectually disciplined process of actively and skillfully conceptualizing, applying, analyzing, synthesizing, and/or evaluating information gathered from, or generated by, observation, experience, reflection, reasoning, or communication, as a guide to belief and action.

II    Respect

Respect can be seen as maintaining a sensitivity for others and a general politeness. It is very likely that you will interact with a diverse population while at your post. When possible, security officers should provide the opportunity for others to have a voice before implementing decisions. By showing respect for others, you are more likely to obtain the ultimate goal of voluntary compliance.

III   Legitimacy

Your legitimacy as a security officer leads to your right to maintain social order, manage conflicts, and solve problems in your assigned areas. Ultimately this is impacted by three key factors:

• Public trust and confidence
• Community acceptance of authority
• Appropriateness

Legitimacy denotes the extent to which a security company or security officer is perceived as morally just, honest, and worthy of trust and confidence. Without demonstrating legitimacy, most conflict becomes even harder to resolve in a positive way.

IV    Transparency

Openness about what rules and procedures are in place to conduct security-related affairs assists in facilitating the belief that decision-making procedures are neutral.

V     Fairness

Displaying honesty, empathizing, and communicating clearly with others. Treating people fairly develops trustworthiness toward the security officer within the individual, business, or public that they serve.