Effective communication is the precise replication of a thought, idea, observation, instruction, request, greeting, or warning. This can be expressed verbally, in writing, electronically, or visually, originating from a communicator and directed to a specific receiver or group. The essence of "precise replication" means that the original message from the communicator is both received and understood by the targeted audience. Understanding is pivotal; without it, communication fails. In essence, effective communication requires mutual comprehension of the message being conveyed.
Businesses are legally required to exercise "due diligence," meaning they must operate with a keen focus on the safety and security of their visitors. This entails anticipating and mitigating potential threats, warning people of dangers, and taking steps to avoid substantial losses, damage, or injury. Effective communication underpins all these activities. It ensures that risk assessments, security training, and contingency plans are clearly understood and implemented.
In any organisation, there are four communication channels: top-down, bottom-up, horizontal, and the grapevine. The first three are formal and essential for the flow of information. The grapevine, an informal network, also plays a crucial role. Effective communication within a security department relies on all four channels to perform optimally during routine and stressful times.
Effective communication must be timely, complete, clear, concise, factual, and accurate. While this is not an exhaustive list, these six elements are foundational. Without them, communication falters.
Communication levels vary among individuals. Assuming everyone understands at the same level is a recipe for miscommunication. To achieve clarity, one should aim for simplicity, use common words, and speak slowly. When dealing with non-native English speakers or individuals with communication impairments, patience and persistence are vital. I know this goes against industry opinion, however, in my experience, security officers may need to be bilingual to accommodate diverse populations in the future.
Feedback is crucial to confirm that the message received is the same as the one sent. The communicator must ensure the message was understood by receiving a confirmation response, such as "roger." This feedback loop is essential for effective communication.
A common misconception is that brevity is paramount. However, using abbreviations, shorthand, and incomplete sentences often leads to misunderstandings. Effective communication prioritises clarity over brevity. Messages should be complete and understandable without needing to be deciphered.
Smart Phones are vital for security officers. Modern systems should include a standard business phone and a separate emergency phone. The emergency phone should be easy to use, reliable, and distinct. The appropriate apps should be downloaded to ensure access to the appropriate tools.
Two-way radios are essential for mobile communication but come with challenges like dead spots, operator error, and short battery life. Despite these issues, they are indispensable. Effective use involves understanding ground-wave propagation, proper antenna positioning, and the use of repeaters for signal boosting. Security officers must also be familiar with the radio's frequency, whether VHF or UHF, and adjust their use accordingly.
Effective communication is non-existent when the speaker and receiver are not aligned. This is evident in contract disputes, where a lack of mutual understanding leads to nullified agreements. The tragic events of the past highlight the deadly consequences of failed communication. In security work, maintaining vigilant and effective communication is crucial to preventing serious injury or death.
From the author.
The opinions and statements are those of Sam Wilks and do not necessarily represent whom Sam Consults or contracts to. Sam Wilks is a skilled and experienced Security Consultant with almost 3 decades of expertise in the fields of Real estate, Security, and the hospitality/gaming industry. His knowledge and practical experience have made him a valuable asset to many organizations looking to enhance their security measures and provide a safe and secure environment for their clients and staff.
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