Uniformed Security Guards are by far the most prominent part of the security sector, and because of their exposure and engagement with the public, the behaviour of a Security Guard is critical to the industry’s overall professional image.
There are frequent barriers that the average Security Guard faces on a daily basis that contribute to bad public relations. Security guards may have trouble engaging with the public for a variety of reasons, including:
Suspicion
A Security Guard’s sole mission is to safeguard people and/or property. The nature of the work or the guard’s personality may cause a Security Guard to be suspicious. While this may appear to be desirable (at first glance, it appears to make for a good Security Guard), it can become an impediment to a Security Guard’s ability to get along with others in the long run. Suspicion may make a guard distrustful of everything and everyone. When interacting with the general people, the guard’s attitude may be evident, making conversation difficult. This feature, when displayed in a visible fashion, creates a barrier in the guard’s connections with the individuals he meets.
Negative Thinking
A Security Guard’s work includes looking for potential problems. If not managed properly, this might constitute an impediment to better public relations. It is our job to be critical, yet we may find ourselves always seeking for things that are wrong. In our hunt for something to criticize, we ignore things that we may commend. If a Security Guard needs to say “No,” try not to be aggressive, but rather to phrase it in a more helpful manner.
Temper
One of the biggest reasons some Security Guards fail to connect with people is that they become irritated – and show it. It is a basic rule of sales that you never become angry at the consumer. When you’re upset, remember that your attitude is your most powerful weapon. You’ve lost the debate if you display your rage. You have degraded yourself to the level of the individual who attempted to make you furious.
Prejudice/Discrimination
A Security Guard, like every other person, is a living entity. He or she has innate preferences and dislikes. Unfortunately, from a security-public relations standpoint, these judgements are rarely based on the perception that the individual has at the time, but rather on some prior experience, bias, or attitude. This appears to be a human tendency, and there appears to be nothing we can do about our initial reaction to others. Despite our personal prejudices, we may discipline ourselves to be fair and equitable in our relationships with others. And if you can begin by attempting to like the individual, you will do better in public relations.
Lack of Pride
Possessing a sense of personal dignity and worth, as well as having honourable self-respect, is characterized as pride. Individual pride in a group is referred to as esprit de corps. A Security Guard fails his or her fellow guards if he or she lacks pride and displays it. A Security Guard has the right to be proud of his or her job, as well as of his or her force. A Security Guard who becomes sloppy in attire, sloppy in reporting, or untidy in personal hygiene demonstrates a lack of dignity to everyone. A guard who takes pride in his or her looks will also take pride in his or her person and equipment. He or she will make a better first impression and perform better in public relations.
Lack of Flexibility
A Security Guard should be a diplomat in uniform. A diplomat must be adaptable, discreet, and fast to react to changing circumstances. A Security Guard’s responsibilities range from confronting or detaining potential thieves to conveying instructions for a corporate president. It takes ongoing physical and mental effort on the part of the Security Guard to be flexible enough to shift between these two extremes. A Security Guard may be protecting an exclusive diamond display one day and heavy equipment or a project the next. The Security Guard must be able to adapt processes and attitudes as the clientele evolves. A diplomat must be versatile and flexible. It takes a versatile, adaptive individual to become a diplomat, and the same qualities are required to become a competent Security Guard. It necessitates consistent self-discipline.
Abuse of Power (or position)
Imagined power may be a lethal weapon. Many people believe that the Security Guard has power and authority because of the nature of the job and the outfit. A Security Guard’s power and authority must be utilized sparingly, cautiously, and prudently. Unfortunately, some Security Guards forget that even their restricted powers only apply in particular situations. They are subject to the same rules and regulations as other employees and members of the public at all other times.
Unable to Take Criticism
It takes a lot of patience to accept criticism. Patience is described as the ability to idle your engine when you want to spin your wheels. Many times, you may believe that security criticism is unreasonable. You want to bite back, but you must bite your tongue and accept it. People in uniform usually appear to be a target for criticism, and as Security Guards we must expect this, “it goes with the territory”.
Ambassador of the Industry
In the eyes of the public, he or she represents the rest of the industry. This implies that a Security Guard is always representing his or her whole profession. The remainder of the security industry’s reputation may be assessed by what a certain guard has or has not done.
The Oxford Concise Dictionary defines a vocation as:
A profession or calling, especially one involving advanced studies or science. With the recent rise in the security business, the tasks allocated to security have changed dramatically. Government regulation of the security sector has implemented not only a screening process to oversee who may become a Security Guard, but also an investigation mechanism to examine complaints against persons and businesses licensed by the programme.
Security Guards
A Security Guard is defined as someone who “performs work for payment that principally consists of guarding or patrolling for the purpose of safeguarding individuals or property” [Private Security and Investigative Services Act, 2005, c.34, s.2 (4)]. Uniformed Security Guards, Bouncers at Licensed Liquor Establishments, Bodyguards & Close-protection Specialists, and Loss Prevention Personnel are all included in this description.
Persons are also forbidden under this Act from procuring security services for interested third parties without a licence to operate in the business of providing private security services. “A person who performs work for remuneration that primarily consists of acting for or assisting others in soliciting or procuring the services of a Private Investigator or Security Guard shall be deemed to be in the business of selling Private Investigator or Security Guard services,” according to the PSISA [Private Security and Investigative Services Act, 2005, c.34, s.2 (6)].
