Enforcing violations while preserving client relations
The ultimate goal of a security professional is to enforce bylaws, policies and laws, in a manner that encourages cooperation and preserves client relations to the fullest extent possible. Tactical Communications teaches how to take a professional approach to address bylaw or policy violations and criminal offences based on the specific Authorities of the security staff's role. This ensures that escalation of the use of force is limited and physical force is only used when all other options are exhausted.
This course has been proven to reduce the number of incidents
that end up requiring physical force
while keeping patrons satisfied with their guest experience.
I have figured out how today was so different from every other training session on difficult customers. Having someone watch how you handle situations and inadvertently escalate is an invaluable tool. For the first time I feel that I can enter a negative situation with a framework and tools to get what I need from customers with minimal pushback. There is such a difference between theory and practice and this was the perfect balance. This is what our staff have been asking for. Thank you.
- Rebecca W.
This program begins with recognizing your current skill level and building on your personal strengths. It has been specially designed to equip those working in an enforcement role to understand the mindset, physical positioning, and communication tactics framework which can be adapted to different types of incidents, depending on subject resistance and working environments. If the situation does escalate, learn how to adjust to tactical positioning, move from directive to command language, and work with your team to team to stay safe. Build confidence by role-playing with real scenarios and immersion-based learning.
This courses teaches:
Self-awareness of current communication skillsets
Understanding how stress and fear affects you physically and mentally
Maintaining self-control under stress and fear
Definitions and degrees of use-of-force
Understanding the difference between violations and offenses
Understanding and defending the specific authorities in your role
Matching authority (officer's response) to subject behaviour
Physical positioning to the subject
Recognition of threat indicators
Tools to limit assaultive subject behavior, including basic self-defence
Customer service mindset and building rapport
Framework for addressing the issue to gain the most compliance
Incident management from beginning to end of incident
I thought the course was easily the best de-escalation course I've taken. This has really given us a solid framework and level of understanding that will encourage uniformity in our own standards and approach.
The parts about self-reflection, abandoning your ego, and considering multiple aspects of authority when engaging were excellent. The line used by the instructor of "At what point did I care?" is a great introspective tool that helps to better tackle personal triggers and remove bias.
Breaking things down into violations versus offences, as well as the CPA model, have served to really build confidence and fluidity in response. I've been given a lot of tools to help me continue to train my team in de-escalation. To the team at Tip of Spear, I would like to extend my sincerest appreciation.
- Dylan L.
About the Course
This exclusive Tip of Spear course has been developed from decades of personal experiences from numerous professionals in many different environments such as: healthcare, corrections, corporate, special events, hospitality, in military, peace officer and security roles. This course is unique compared to other enforcement communications courses in that it take a holistic view of communication, and reinforces the concept of gaining compliance with a customer service and human perspective in mind. This is one of our top-requested courses from our corporate clients and all have seen huge improvements in their staff's ability to deal with difficult clients.
We have several instructors who teach this course. They are current and former peace officers and security staff who have worked in a wide variety of functions and roles over decades.
Exclusive corporate classes are also available by request. Please contact us for more information.