Assertiveness

Assertiveness is the one job requirement that many guards fail. It requires a delicate balance in application and control of witness' perceptions. We have discussed being too assertive. (See Tough Guards post). Being too assertive is what citizens expect and has tarnished the guard/security officer reputation throughout the world and history. Lets try to get it right.

One reason some guards cannot be assertive is they have been told their idea of appropriate enforcement is wrong...again and again...they then simply stand in a corner or walk their beat looking at the ground and praying for a LOTTO winning ticket... or Armageddon. 

Assertive is not aggressive. There is an occasional place for aggression in arrests, protecting your principal(s) or employees and self defence. Assertiveness is different.

As our employers and clients cannot be counted on to 'back us up', as we are assumed to be stupid, wrong and incompetent, being assertive can be a no win situation. We must be very judicious and careful when we decide to act assertively. "Pick your battles." Most times it is better to simply ignore minor infractions; "bad attitudes", "creative parking", someone smoking dope in the parking lot, disorderly kids, someone 'flipping us the bird', etc.

We are "agents" (see Law of Agency and must be mindful of the concept of  "Respondeat Superior" for the property owner, principal(s) and our firm(s). We derive what little power we have from these. We have no more power to arrest than any citizen. We have responsibilities to our employer and client, far beyond the average citizen.

Assertiveness requires a firm, calm tone of voice, an upright and strong appearing stance and demeanor without drama, a refusal to be distracted, confidence in our "rightness" in this situation. We verbally repeat the action we insist the other person(s) take. We keep repeating it. Refusal to cooperate requires calling the cops or management. Do not lay hands on someone unless to save you, them or someone else's life, to prevent immediately imminent serious bodily harm or imminent destruct of valuable company property. Do not curse or use demeaning terms. Be professional.

Careful: this is where you will get fired if you mishandle it. If you don't handle it, you can get fired too.