9.2 — The Communication Process
The communication process involves five key elements:
1
SenderThe person initiating the message.
2
MessageThe information being communicated.
3
ChannelThe medium used (verbal, written, radio, phone).
4
ReceiverThe person receiving the message.
5
FeedbackThe receiver's response, confirming understanding.
Barriers to Effective Communication
Noise, language differences, cultural misunderstandings, emotional states, distractions, and assumptions. Active listening — giving full attention, confirming understanding, and withholding judgment — is essential.
9.3 — Verbal Communication Skills
- Use professional language and tone at all times.
- Keep messages clear and concise.
- Practice proper voice projection and control.
- Give directions and instructions that are specific and easy to follow.
- Ask effective questions — use open-ended questions to gather information and closed questions to confirm facts.
- Avoid jargon when communicating with the public.
9.4 — Non-Verbal Communication
Body LanguageMaintain open posture, appropriate eye contact, and respectful distance.
Reading Others' Body LanguageRecognize signs of agitation, aggression, fear, or deception.
Tone of VoiceCalm, controlled, and professional tone communicates authority and composure.
Personal Space and ProxemicsRespect personal space; be aware that comfortable distance varies by culture.
Cultural ConsiderationsEye contact, gestures, and physical contact have different meanings across cultures.
9.5 — Written Communication
- Professional report writing (cross-reference Module 4).
- Email etiquette — professional subject lines, clear body text, proper greetings and sign-offs.
- Log entries — accurate, complete, and timely.
- All written communication must demonstrate clarity, accuracy, and professionalism.
9.6 — Radio Communication
Two-way radio communication is a fundamental skill for security guards:
Etiquette — Identify yourself and the recipient before transmitting; wait for acknowledgment.
Plain Language — Use clear, plain language rather than slang or codes that may be misunderstood.
Brevity and Clarity — Keep transmissions short and to the point.
Emergency Communications — Use established emergency protocols and priority channels.
NATO Phonetic Alphabet
Use the standardized NATO phonetic alphabet for spelling out names, locations, and codes to ensure clarity over radio:
AAlpha
BBravo
CCharlie
DDelta
EEcho
FFoxtrot
GGolf
HHotel
IIndia
JJuliet
KKilo
LLima
MMike
NNovember
OOscar
PPapa
QQuebec
RRomeo
SSierra
TTango
UUniform
VVictor
WWhiskey
XX-ray
YYankee
ZZulu
9.7 — De-Escalation Communication Techniques
De-escalation is the use of communication techniques to reduce the intensity of a situation and prevent violence:
Recognize Escalation Warning Signs — Raised voice, clenched fists, pacing, verbal threats.
Empathetic Listening and Validation — Acknowledge the person's feelings without agreeing with their behavior.
Calm, Controlled Voice — Speak slowly and at a lower volume.
Non-Threatening Body Language — Hands visible, open posture, safe distance.
Offer Choices and Solutions — Empower the person by giving options.
Know When to Disengage — If de-escalation fails and safety is at risk, withdraw and call for assistance.
9.8 — Communication with Special Populations
Mental Health CrisesRemain calm, speak simply, avoid confrontation, call for specialized assistance.
Persons Under the InfluenceUse simple, clear instructions; maintain safe distance; be prepared for unpredictable behavior.
Persons with DisabilitiesSpeak directly to the person; ask how you can assist; be patient.
Language BarriersSpeak slowly, use simple words, use gestures, and seek interpreter services when available.
Children and Elderly PersonsAdjust language and tone; be patient and reassuring.
9.9 — Professional Telephone Communication
- Answer promptly with a professional greeting (company name, your name, offer of assistance).
- Direct calls to the appropriate person or department.
- Take accurate messages including caller name, number, time, and purpose.
- Handle difficult callers calmly and professionally.
9.10 — Testifying in Court
- Communicate clearly, professionally, and factually on the witness stand.
- Answer only the question asked — do not volunteer additional information.
- If you do not know or do not remember, say so honestly.
- Maintain composure during cross-examination — do not become argumentative or defensive.
9.11 — Module 9 Review Questions
Test your understanding of Module 9. The correct answer for each question is highlighted.
1. What are the five elements of the communication process?
- A.Speaker, listener, topic, emotion, conclusion
- B.Sender, message, channel, receiver, feedback
- C.Question, answer, response, follow-up, summary
- D.Introduction, body, conclusion, tone, format
2. Which of the following is a de-escalation technique?
- A.Raising your voice to match the aggressor
- B.Speaking calmly with non-threatening body language and offering choices
- C.Ignoring the person until they calm down
- D.Physically blocking the person's path
3. Why is the NATO phonetic alphabet used in radio communication?
- A.To communicate secretly without being understood by the public
- B.To ensure clarity when spelling out names, locations, and codes
- C.To comply with military regulations
- D.To speed up radio transmissions
4. When communicating with a person experiencing a mental health crisis, you should:
- A.Use technical language to demonstrate authority
- B.Remain calm, speak simply, and avoid confrontation
- C.Immediately restrain the person for their safety
- D.Ignore the person and wait for police to arrive
5. When testifying in court, what should you do if you do not know the answer to a question?
- A.Guess the most likely answer
- B.Say "I don't know" or "I don't recall" honestly
- C.Change the subject to something you do know
- D.Ask the lawyer to rephrase the question