2.4-Qualities of a Professional Security Guard

Qualities of a Security Guard:

Characteristic

Security guards must be truthful, courageous, vigilant, disciplined, and loyal. Although guards are the keepers of corporate and consumer property, honesty is essential. Failure to prevent property damage or theft, accepting bribes or gifts, or allowing violations of corporate policies might result in instant dismissal.

Continuous vigilance is critical and might be the difference between life and death. Patrols, for example, might grow tedious over time due to their repetitive nature. Guards must be always attentive for their personal protection as well as the security of others around them because the essence of these routines is to safeguard employees and facilities, which may include risk.

It is always important to obey superiors promptly and properly execute all commands. Typically, regulations provide that a guard must never leave their station unless replaced by another officer or instructed to do so. Personal feelings and preferences must not be allowed to alter or influence guards’ work performance. Guards must be dedicated to their jobs, the Security Industry, and their employers. All choices must be made with the best interests of the organization in mind. The guard must be capable of being trusted with sensitive information.

Attitude

Since the Security Guard is frequently the first point of contact a visitor or employee has with the business, the manner in which that person is greeted may have a significant impact on that person’s opinions of the firm. Three critical aspects influence attitude:

• courtsy
• restraint
• interest

Courtesy is a display of regard for others. It reduces friction and improves the quality of interpersonal relationships. By exhibiting kindness to others, the Security Guard may get everyone’s cooperation, which is an important tool in carrying out their tasks. Guards must be pleasant when answering inquiries, offering instructions, and even enforcing laws or traffic restrictions. A forceful demeanour does not necessitate belligerence. Visitors’ or workers’ repeated queries, even if they look ludicrous, should be handled with a courteous response presented in a pleasant way.

Guards are not to behave in haste or with extreme emotion, to use harsh language, to dispute with anybody, and to use force as little as possible. A dignified, serene demeanour elicits respect and is typically more successful than a hostile demeanour. Disagreements over politics, religion, or society should not be discussed while on duty. Tolerance for the opinions of others must always be taken into account. Guards must carry out their duty without becoming aggressive. A Guard must be engaged in their work and feel some sense of fulfilment in it. Unless the guard finds some satisfaction in what they perform, their attitude toward dealing with the public and other personnel may deteriorate.

Duties of a Security Guard

Individuals must hold a Security Guard licence if they undertake employment for pay that largely consists of safeguarding people or property. Bodyguards, Bouncers, Loss Prevention Personnel, Mobile Patrol Guard, Event Security, and Hospital Security are examples of this. You might work in Corporate Security, Armoured Car Service, or as a Concierge at an exclusive condominium.

Each of these professions necessitates the ability to operate in a variety of settings and with a diverse range of individuals. Effective guards will always provide outstanding customer service, be educated about their tasks, and be skilled in the execution of the law.

Provide outstanding customer service. Being honest, pleasant, interested, helpful, nice, accountable, informed, fast, intelligent, accurate, and respectful are all part of it. Guards will operate in a way that puts individuals at rest, and our clients will understand that we are here to assist them. They must be quick problem solvers who understand the right course of action in any scenario at their specific job or responsibility.

Guards should demonstrate respect and decency to all individuals around them, including any issue or individual with whom you are guiding, coaching, or advising on any course of action, by their words and deeds. All guards shall be pleasant and friendly while carrying out their duty.

Your communication abilities will be one of your most valuable advantages in your profession. It is essential to be able to talk effectively so that people can understand you. It is vital to be aware of coping techniques for stressful situations, both for yourself and for others, because you will be relied upon to resolve disagreements. Take note of all types of communication, both verbal (voice) and physical (body language).

Values of Good Service

Your communication skills will be one of your most significant assets in your career. It is critical to be able to communicate properly so that others can understand you. Because you will be expected to resolve conflicts, it is critical that you are aware of coping skills for stressful circumstances, both for yourself and for others. Take attention of all forms of communication, both vocal and behavioural.

Consider eating in a high-end restaurant. What kind of service would you anticipate from a waiter or service worker if they were expecting a large tip? Given the high price, what do you anticipate from the food (product)?

Do you react to pushy, high-pressure salespeople when you walk into a clothes store? Or do you like someone who takes the time to listen to what you want and then delivers advice and information based on your preferences? One is only there for the commission, while the other is really interested in assisting you. Which do you choose?

Considering these factors will assist you in determining what characteristics contribute to high service quality. What distinguishes us from others is how we choose to convey these things. You are required to thrive in these crucial areas as a Security Guard. Consider the above instances again; what adjectives or characteristics would you identify with professional, high-quality, pricey, and high-performance service from the restaurant and clothing store?

Would you describe yourself as efficient, hygienic, polite, intelligent, quick, courteous, pleasant, friendly, knowledgable, helpful, speedy, and grateful?

Would you wish to be served by someone who is temperamental, impatient, opinionated, furious, unhappy, mumbling about coworkers, unpredictable, intense, and excessively flailing their arms around?

Consider this. Be conscious of how you connect with others.

Be aware of their responsibilities. This involves understanding all business policies and procedures, as well as site-specific policies and procedures, as well as any pertinent guidelines, operational instructions, and any other directives you may need to follow. It involves recognizing your limits in the scope of your responsibilities as a Security Guard under the Private Security and Investigative Services Act of 2005, as well as knowing how to respond lawfully and ethically to any scenario that may arise during the course of your duties.

Be knowledgeable about the law and how to apply it. This involves understanding and adhering to the law, posting orders, and corporate rules. Understanding the duties of the Security Guard, the general public or ordinary citizen, and the Peace Officer in keeping our neighbourhoods secure. Each person has a level of responsibility and the power to act based on their knowledge and position.

Our role as Security Guards is to assist safeguard the general public by acting as professional witnesses to Peace Officers and Police Officers. As a result, we must ensure that our actions always remain within the Security Guard’s permissible parameters and that we obey the rules that enable you to do your job, including knowing when to call the Police to take over the issue if it grows beyond your skills.

Here is a basic description of the job of a Security Guard. These positions will be addressed in greater depth during the course.

• Customer Service Representative
• Patrolling Sites
• Loss Prevention Personnel
• Providing assistance in securing buildings
• Enforcement of Rules and Regulations
• Conflict Management
• Acting as Liaison to Emergency Services
• Report Writing

All of these responsibilities must be carried out competently and in accordance with the norms and regulations of the Private Security and Investigative Services Act of Ontario, which will be covered further in this course. This Act, as well as other Acts affecting Security Guards, will be covered later in the course. It should also be highlighted that one of the most common complaints about security guards is that they act like cops. Nothing could be further from the truth. In no way is a Security Guard the same as a Police Officer. Security has well established legislation that allows for some law enforcement; nonetheless, they do not have the same powers, obligations, or tasks as police officers.

As a Security Guard, it is critical to comprehend the laws that regulate the security sector as well as the laws that a Guard is permitted to enforce. This law affects the arrest powers of the guards and restricts their activities. The law is intended to protect not only individuals in society from crime, but also those who enforce the law and those who disobey the law. It is important to remember that everyone is innocent unless proven guilty in a court of law. Although this has become a bit of a cliché, it is a key part of how the law operates in Ontario and must be respected by anybody involved in law enforcement in any capacity. Regardless of whether a guard witnesses a criminal behaviour, such as stealing or trespassing, it is important to remember that every individual has the right to a day in court.

Professionalism, Public Relations, and Personal Image

This is without a doubt one of the most crucial factors to be conscious of and develop on during your time on the job. Everything from how you interact with others to how you conduct yourself, from your unconscious body language to your posture and attitude is taken into consideration. Everyone you encounter is discreetly observing how you conduct yourself. Everyone you encounter is a customer, and you are always being judged by those who pay for your services. This has the potential to be both beneficial and destructive. You may utilize your awareness of your words and actions to catapult yourself and your career to new heights and be acknowledged for your efforts if you are aware of your words and actions. This also implies that little slips, blunders, and oversights might find you on another workplace very shortly.

So, how do we boost our self-esteem? How can we be sure we’re putting our best foot forward? How do you want to be perceived and recognized by the people who pay your salary? By paying close attention to your body language and mannerisms, uniform, vocabulary and speech patterns, and personal hygiene.

• Body Language and Mannerisms
• Vocabulary and Speech patterns
• Personal Hygiene
• Uniform

Body Language and Mannerisms

Except for fashion and dress style, your body language delivers a bigger statement about yourself than any other observable way. Before you ever talk to your topic, they have formed an opinion about what they perceive, who you are, and how you will treat them. When you combine this with the first few words or phrases you say, you have the foundation for a first impression. According to studies, first impressions are established within the first few seconds of meeting someone and seldom alter over time. Stereotypes, as well as previous interactions with others in comparable industries, lines of employment, or fashion groups, all contribute to this first impression. Personal experience and the individual’s perceived image are now filters through which all subsequent encounters will pass. It is critical to not only make a good first impression, but also to cultivate a favourable mental image of your job, company, fashion style, and personality in order to assist modify the stereotype that you fit into. In the future, you want to urge everyone you meet to view people in your shoes and treat them the way you want to be treated.

So, what steps can we do to make a good first impression? How can you guarantee that your body language portrays you in the best possible light? Here are a few things to think about while introducing oneself.

• Posture: Slouching? Stand and sit with shoulders back and relaxed for example try touching your shoulder blades together and see how your back is straight
• Eye-line: Avoid squinting by relaxing your eyes. When chatting with others, look them in the eyes.
• Head position: Do not glance down or tilt your head. Keep your head high; it directs the rest of your posture. When driving, keep an eye on the horizon.
• Gait: Walk in a casual way. Take easy steps with solid and sturdy footing. Relax your stride and take your time. Walk with assurance.
• Tension: Take it easy. When you are uptight, everyone can tell. You don’t want your muscles flexed and impeding your natural movement patterns at work, whether it’s due to stress or exertion.

The second aspect of body language is how you communicate to others and the motions you make. Your subconscious behaviours should not irritate or distract others. Take a look at the following point:

• Do you use your hands to convey things?
• Do you move faster when you’re excited or nervous?
• Have you ever felt stuck on the spot? Why? What caused this to happen?
• Do you have any recurring habits or behaviours? (e.g. biting your lower lip or chewing on your nails)
• Are you lively or reserved?
• Do you have any favourite facial expressions? Do your emotions come across on your face and in your eyes? What’s the state of your poker face?
• Do you have the ability to project your emotions?

You can think of many more personal observations. Consider what you tend to do. All of these are not necessarily bad as long as we know about them and can keep them in check. Once you get used to them, use some of your quirks to create an understanding or welcoming environment. You can help others relax by showing calmness and patience through gestures. Remember that at a very basic level, all animals communicate through body language. Some degree of human motion-reading is hardwired into our brains through evolution. You can’t avoid it, so control it and use it to your advantage.

Vocabulary and Speech patterns

Correct listening and correct speaking skills are greatly underestimated for correct communication. The words you use and how you use them have a big impact on how people treat you and interpret your point of view. You need to be there without thinking about or preparing a prepared response. Listen to the entire discussion. Things like eye contact, posture, body language, standing still, and not being distracted by posture or actions (fidgets) show that you are listening and are there to help in any way possible. Tell your customers.

When speaking to others, try to mimic the type and level of language they use. Use the same descriptive words they use. The idea is not to imitate what they say, but to try to relate to their level of education and upbringing through the type of language you use. This is called empathic communication. Use similar vocabulary, keep your tone of voice calm and pleasant, give your listener time to fully understand what you are saying, speak slowly so as not to rush your train of thought, and explain things well functions such as taking time, make sure you understand.

Your voice affects how others see and interpret your actions. Speak calmly and forcefully when necessary, but always speak politely and with the intention of helping the person you are helping. You should be easily recognizable as an officer, paying attention to your appearance and demeanour, equipment and demeanour.

Please speak slowly. We tend to speak faster when we’re nervous, in a hurry, or doing multiple tasks at the same time. Relax and take a deep breath. Always polite. Adding “please” and “thank you” goes a long way. Even when you have to give a powerful speech, you can be polite. 

Always be careful how you speak to whom. There must be a valid reason for interacting with an individual, and the interaction must be appropriate to the time and place of business. Even when you’re solving problems, you need to be seen by those around you and ensure that your level of service continues to be perceived as professional.

All interactions should be of the same level of service, regardless of who you are helping. Keep in mind the value of these great services as you get down to business. Be courteous, courteous, respectful, knowledgeable, efficient, helpful, approachable, and authoritative.

Personal Hygiene

Your appearance and hygiene are very important. We want to be recognized as professional and competent. Wash your uniform to keep it clean and properly ironed. You need to polish your shoes and equip yourself. Don’t overload your Band of Service with items. Carry-able items include medical gloves, tactical gloves, holders or key chains, flashlights and holders.

These things affect how people treat you and how they perceive your words and actions. You should be seen as a professional.

Uniform

Your uniform should be ironed and finished. If you wear a tie, wear it. Shoes and boots need polishing. The jacket should be clean and free of dust and dirt. All proper IDs should be displayed. Inflate your uniform every day. Do not put it in a closed gym bag or backpack when carrying it from home to the field. Do not store for long periods in a locker without washing. Read and follow your company’s employee handbook or uniform policy.

Ensure that all security personnel wear clean, properly pressed uniforms for each shift. Each security guard is responsible for maintaining uniforms and ensuring that the correct gear is worn during each shift. You are not allowed to wear unauthorized devices such as batons, handcuffs, pepper spray and scanners may not be carried or used without proper authorization. 

Guards shall not consume alcohol while on duty or while wearing part of their uniform. Smoking and chewing gum are not permitted while wearing uniform and/or while on duty. Guards must not play pranks, jokes or be friendly while on duty. A military attitude should be encouraged. Wardens should not lounge, slouch, or put their hands in their pockets during their work shift.

Guidelines for Proper Conduct and Deportment

A security guard’s mere appearance is often not enough, as decisions are often based on communication, correct behaviour, and professional conduct. Security guards must adhere to the following in their conduct:

Dignified and Confident. An important part of a security guard’s duty is to work with confidence and dignity. Security guards earn the respect of those around them by performing all aspects of their job with dignity. It can help you carry out your duties. A trusting attitude tends to prevail among those who come in contact with guards on duty. This sense of security is invaluable when dealing with emergencies and can be of great help in solving difficult interpersonal relationships. Addressing the public in a respectful and confident manner can help resolve issues faster and enable public participation more easily.

Calm and Composed. In an emergency or crisis situation, a security guard is considered the person who needs to handle the situation. By assuming this role, security personnel also have the responsibility to act calmly, calmly and effectively to assist emergency services personnel in resolving crises quickly. When guards lose their cool in a crisis situation, the crowd’s existing panic increases. In any situation, guards must respond quickly and handle the situation to the best of their ability. If the situation calls for evacuation, security personnel should direct visitors to the nearest safe exit. By doing this in a calm and relaxed manner, guards avoid crowd confusion by giving the impression that the situation is under control. In some situations it can save lives. When a person is seriously injured, security guards can respond calmly, reassure citizens, and get the help each person needs.

Tactful and Considerate. Security guards are employed to protect the interests of the owners. However, ordinary citizens often assume that there are guards to protect the interests of the general public. This recognition does not limit the guard’s ability to do his job. Public support is often one of a security guard’s most valuable assets. In order to carry out security service orders, guards must have the respect of those on the premises. This is especially important when dealing with people who may be.

Exercise Restraint. Self-control is an important factor when dealing with difficult or angry people. Guards must act without haste or undue emotion. Abusive language, arguments, or violence should be avoided in all situations where possible. A grumpy or angry person may raise their voice, yell, or even be verbally abusive. Such behaviour increases the frustration of dealing with the situation. Security guards benefit when individuals lodge complaints with company or site personnel if they demonstrate restraint in handling the situation. Restraint is an attitude that should be emphasized since it may help you make the best of a terrible circumstance.

Maintain proper physical stance. While stationed at their post or on patrol, the Security Guard must maintain a good physical position to demonstrate to the public that they are attentive, interested, and proud of their profession. The Security Guard displays apathy in their duty by slouching, reclining, or crouching. It also communicates to the public that the guard would rather be someplace else or doing anything else. There can be instances when a guard will be stationed alone at a post for extended periods of time with nothing going on around them. Even if nothing is visible, the guards should maintain a suitable physical position in case they are need to respond.If nothing else, this will express a favourable personal picture of the guard and his/her own performance standards, as well as demonstrate respect for the Client, Security Industry, and Security Company. It portrays a favourable picture of what it means to be a guard to the general population. While on duty, a Security Guard is not authorized to smoke, chew gum, or eat. While on duty, security guards should not relax, slouch, or have their hands in their pockets. The drinking of alcoholic beverages during or soon preceding a shift is strictly prohibited. The use of alcohol or drugs before or during a shift will result in immediate dismissal.

Walk smartly and with purpose. When on patrol or travelling between two regions of the site, the Security Guard should do it with purpose. The guard should never stroll with their feet dragging on the ground or with a slack posture. These elements contribute to the Security Guard’s and the client’s overall impression. The guard demonstrates interest in the responsibilities they are conducting by walking with purpose. This graphic may increase the respect offered by site visitors.

Maintain the workplace (clean and tidy). Ensuring a sanitary work station is critical to completing the Security Guard’s tasks. There should be a place for everything at the post. There should be no messes. Organization benefits not only the guard on duty, but also those who relieve them. Shift Reports must be kept in chronological sequence to guarantee accuracy and simplicity of retrieval. Shift reports are frequently maintained in binders, and these binders and reports are frequently stored at the specific location. Binders or file cabinets should be labelled with the date range of any reports included inside them.

If working at a permanent position, there will be documentation to complete. This documentation must be kept up to date in accordance with post orders. The customer should be able to find the information without having to look for it. To save time, make sure that every documentation is correctly filed and immediately accessible. A sloppy post does not add to the Security Guard’s or the company’s favourable image. The guard may instil trust in their clients and coworkers by maintaining a high degree of professionalism and keeping the work place clean, neat, and tidy.

Present positive personal attitudes/modes of behaviour. Keep an optimistic attitude. Attitudes are remarkably contagious. It just takes one person with a bad attitude to influence those around them. Guards should carry out their duty without exhibiting a menacing demeanour. They must always be impersonal in carrying out their tasks. Attitude may be equated to our “mood,” and everyone of us has the ability to pick our attitude intentionally each day.

The Security Guard must also appear to be enthusiastic about their profession. Interest and satisfaction in your work influence your attitude toward the public, which influences the public’s attitude toward you. Security guards must provide their whole attention to their duties. Reading, listening to music, playing handheld video games, browsing the online, or any other distraction or activity that falls outside of the guard’s responsibilities are therefore prohibited.

Security guards must remain vigilant at all times. While on duty, there is no time to sleep. While on duty, horseplay, practical joking, and fraternizing will impair the guard’s efficacy. At all times, a professional and responsible work atmosphere must be maintained.

Guidelines For Discipline and Integrity

Because security guards are uniformed professionals, it is critical that they perform in a disciplined manner and reflect client demands, the values of the firm they represent, and security industry standards. To do so efficiently, guards must remember the following:

Obey rules, orders and the Law. The role of a Security Guard is to enforce laws and regulations at the location where they are posted. Along with these duties, the Security Guard will be continuously monitored by the general public, as well as colleagues and superiors. Infractions of rules and regulations will be investigated. As a result, it is critical that the guard adhere to all of the company’s policies, as well as the Private Security and Investigative Services Act and the Criminal Code of Canada. The Security Guard must adhere to the legal rules. This will prevent the Security Guard from being prosecuted.

Set an example. The Security Guard has been elevated to a position of power. It is critical in your capacity to lead by example while executing out your responsibilities. The guard can accomplish this with minimal effort and rather simply. The guard will take pleasure in their work and demonstrate that they are not simply here for the money if they fulfil their tasks with enthusiasm. Confidence is crucial when doing their job since it supports their pride in the work that they are doing. Respect is not just crucial in leading by example; it is also a good habit to include into everything the Security Guard performs. If you show respect for all of the people on the property, they will respect the guards.

Be Reliable and Punctual. Reliability and timeliness are qualities that may create or destroy a Security Guard’s favourable reputation. It is best to arrive fifteen minutes before the start of the guard’s duty. This is recommended so that the Security Guard is thoroughly briefed on the occurrences of the previous shift. It also allows the Security Guard time to thoroughly prepare for the shift and guarantees that the guard who is being relieved may depart on time at the conclusion of their shift. If a Security Guard is going to be late due to unforeseen circumstances, they must give the dispatcher adequate time to notify the guard who is currently on duty. Punctuality improves dependability. The guard demonstrates dependability to the client by being on time. Being dependable and punctual benefits a guard’s performance and will result in a favourable performance assessment.

Get the job done. When fulfilling obligations on the job, the guard should do them as fast as feasible. Procrastination will result in things being unfinished. This speaks volumes about the Security Guard’s trustworthiness and dependability. If the Security Guard is assigned a duty outside of usual post orders, it should be fulfilled as soon as possible. This is good customer service for the client, which adds to the Security Guard’s positive reputation. If a visitor to the site brings a concern or complaint to the guard, it should be addressed as soon as possible, even if it involves momentarily interrupting the guard’s other duties.

Avoid offering or receiving favours. While the guard is on duty, favours should be avoided at all times. It is a thoughtful gesture when someone who is not a Security Guard offers to assist the guard with their tasks. The difficulty with accepting assistance is that if the task is not done correctly, the Security Guard has the liability for mistakes. It is the guard’s obligation to carry out all of their tasks and ensure that they are carried out correctly. The same may be stated for extending a favour to execute a function that is outside a Security Guard’s responsibility. If the work is not done correctly, the guard, as a person in a position of authority, may bear responsibility for the error because he or she is the one who was supposed to complete the assignment. The guard diverts time and effort away from the responsibilities given to them by performing things that are not assigned to the position. Criminals may be able to commit crimes if their attention is diverted from the Security Guard’s duty. Avoid becoming distracted while on duty at all costs. Gratuities are not authorized for security guards (tips). Accepting money while on duty may convey the appearance that the guard is taking a bribe.

Maintain an interest in the job. A Security Guard on duty may lose interest due to a lack of events on shift or because they are stationed overnight. During these moments, the guard has a propensity to relax and take their work for granted. This is an understandable and prevalent issue in the security sector, but it is the guard’s responsibility to guarantee that they are interested in the tasks they are performing. While on the job, the Security Guard should never read, use personal listening devices, or sleep. To maintain a professional look, the guard must never sit, lean against doors, walls, or act in any way that suggests they are not engaged in duty. It is simple to maintain interest. If no incidents occur, the guard may do an extended patrol or interact with residents or guests to ensure that there are no problems or complaints. When conversing with others, keep the discussion brief and avoid allowing it to distract you from your responsibilities.

Review one’s own performance periodically. Self-evaluation can assist the guard do their duties better than any amount of training classes. Self-evaluation may be done at any moment and is as easy as asking someone what the guard could do differently or better. Self-review does not have to be confined to the client’s opinions. The Security Guard can gain a different perspective on their performance by interacting with coworkers and colleagues, as well as supervisors and regular renters or visitors to the location. The Security Guard can then try to figure out how to enhance their performance and identify methods to make their responsibilities easier and more efficient to execute.

Life as a Security Guard

Security guards have difficult jobs that can include stress and odd work hours. Candidates should be aware that security is a 24-hour, seven-day-a-week sector, with many employees working on holidays. When everyone else is heading home for the night, security is just getting started with their shift and their work day. Some of the more difficult components of the work include:

• Work schedules that change and are at random
• Responding to situations under difficult circumstances
• PTSD (Post Traumatic Stress Disorder) following an emergency or violent occurrence
• Working in hazardous environments and with hazardous materials
• Interacting with potentially violent or aggressive individuals, psychologically or emotionally unstable individuals, and other high-stress mediation scenarios
• Accountability and responsibility have been increased.
• Increased effort during peak periods

Guards are frequently need to stay cool and comfortable in difficult situations while performing their responsibilities. Guards should be conscious of their stress levels at work and communicate with their managers or superiors to ensure that they are not experiencing burnout or anxiety as a result of their work environment.