Tactical Communications


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.

Course Contents

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

  • Maintaining self-control under stress and fear

  • Customer service mindset and building rapport

  • Matching authority to action

  • Physical positioning to the subject

  • Recognition of threat indicators

  • Escalation factors

  • De-escalation techniques

  • Tools to limit assaultive subject behavior

  • Incident management from beginning to end of incident

  • Basic self-defense techniques should the conversation escalate

The course has been developed from decades of personal experience in many different environments such as: healthcare, corrections, corporate, special events, hospitality, military and peace officer roles.




Duration: 16 hours
Tuition: $199 + GST