At Sentinel Security we have a very unique approach to the job we do and the services we provide. In fact we encourage our new personnel to unlearn most of what they know if they are coming from a security background. We rely heavily on communication, the art of manipulation, crisis intervention prevention, verbal de-escalation and customer service.
With this said, in this two part series we will focus on what you can do both internally and externally combined with crisis intervention prevention techniques to be the most effective and efficient while on the job.
Internal – The 4 “P”s
“Wherever you are, be all there” -Jim Elliot-
This is the perfect quote to sum up the first P. Being present means so much more than physically being somewhere. Being aware, alert and proactive all stem from being present. This is the starting point to going above and beyond and ultimately leaves a lasting impact on the client. No matter where you are deployed when you arrive on site being present allows you to see things before it happens and notice things that sometimes may not even be our responsibility. It is in these moments that we stand out! We all lead busy lives and have a million things on the go, it is important that when you report for duty that you are sober minded so that you can see clearly.
Definition – adjective (Of a person) composed, dignified, and self –assured
If you’re poised you’re self-possessed and in full control of your faculties. You’re balanced, grounded, and ready for action. A poised person exhibits composure and self-assuredness, which comes in handy, for instance, during a job interview, giving a public talk or debate, or playing sports. Watching the Olympics, you may wonder how gymnasts remain so poised when competing on the balance beam, considered the sport’s most mentally and physically challenging event. Poised also means ready or on the verge: You can be poised for a leadership position, poised for battle, or poised to become music’s next pop star.
This is one of the most attractive qualities that a client sees in a security operative. They want to know that when a situation arises we stand our ground and exude a quiet confidence that allows us to not be shaken despite the circumstance. Whenever a security operative is on site they should be like a tree planted by streams of water, which yields its fruit in season and whose leaf does not wither– whatever you do shall prosper.
Believe it or not this is probably the most used word in discussions with clients. Unfortunately there is a serious lack of professionalism in all facets of the security industry. From a management / ownership perspective the thinking is generally to acquire as much business as possible and staff as many unqualified people as possible to maximize profits. This practice breeds a culture that pays little to no attention to detail thus causing the level of quality in the industry as a whole to suffer. As a result of this, price points for potential clients have always been extremely low and they have gotten used to and or accepted this culture for our industry.
It is important that you are always professional at all times whenever working a shift no matter who the client is. There is no room for error when it comes to this topic, as it is the reason they hired your services. Many security companies will talk an extremely big game when meeting a client, and at the end of the day they are only as good as their front-line staff.
Your personality is what makes you “you” — the combination of characteristics that make you unique. These are the things that can’t be taught. It is your own flavor that you bring that adds a little extra spice that people remember.
Join as next week as we continue this blog series into the external component in setting the standard high. The external factors of the work we do pertains to clients, the patrons and your co-workers. Once you have a completed an internal check and have the mastered the 4 P’s, we are more equipped to effectively communicate.