Lesson 1: Service is part of security
Security guards are often the first and last person a visitor meets. How you treat people affects how safe they feel, whether they report problems to you, and how they see your client. Good service is not "soft" security. A friendly, alert guard who speaks to people also deters crime, because people with bad intentions know they have been noticed.
A professional image
- Wear a clean, complete uniform and stand or sit upright.
- Greet people: make eye contact, smile and offer help.
- Keep personal phone use out of public view. A guard looking at a phone may miss people who need help or security problems.
- Know the site: washrooms, offices, exits, parking and who to call for what.
Lesson 2: Communication skills
Most of security work is communication. These skills help in every conversation, from giving directions to calming a dispute.
| Skill | What it looks like |
|---|---|
| Active listening | Let the person finish. Then summarize what you heard to check you understood. |
| Plain language | Short sentences and everyday words. Avoid jargon and slang. |
| Tone of voice | Calm, steady and polite, even if the other person is loud. |
| Body language | Open posture, relaxed hands, calm face. Do not cross your arms, point or stand too close. |
| Checking understanding | Ask "Does that make sense?" or ask the person to repeat key directions. |
Many people in Canada are still learning English or French. Speak slowly in short, plain sentences, use gestures or a map, and check understanding. Speaking louder does not help.
If you cannot do what a person asks, say what you can do and refer them to the right person. Never promise something you cannot deliver. When you cannot leave your post, give clear, specific directions or call someone to escort the visitor.
Lesson 3: Upset and difficult situations
People are sometimes upset before they ever meet you: they got a parking ticket, they are lost, or they are worried about someone. Do not take it personally.
- Stay calm. Keep your voice low and steady.
- Listen and acknowledge. "I can see this is frustrating." Acknowledging feelings is not the same as agreeing.
- Explain. Give the reason for the rule, not just "rules are rules".
- Offer options. What can the person do next? Who can help?
- Follow up. Do what you said you would do, and record it.
Good service never means bending security rules for some people. If everyone must show ID, a friendly regular must too. Apply rules the same way to everyone and explain them politely.
Lesson 4: Equal and respectful service
Human rights laws protect people from discrimination. According to the federal government, the Canadian Human Rights Act covers the federal government, First Nations governments and federally regulated businesses such as banks, trucking companies, broadcasters and telecommunications companies. Provincial and territorial human rights laws cover most other businesses that serve the public, such as retail stores, restaurants and hotels.
Section 3 of the Canadian Human Rights Act lists prohibited grounds of discrimination: race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and a conviction for which a pardon or record suspension was granted. Provincial laws have similar lists.
Security codes of conduct say the same thing. British Columbia's Security Services Regulation (section 14) requires security workers to treat all persons equally without discrimination, and not to use profane, abusive or insulting language or actions.
Lesson 5: Accessible customer service
Many provinces have accessibility laws. Ontario's accessible customer service standard is a good example of what good practice looks like. It requires organizations that serve the public to:
- Communicate in a way that takes a person's disability into account, for example reading a schedule aloud for someone with a learning disability.
- Allow assistive devices such as wheelchairs, screen readers and oxygen tanks.
- Welcome service animals in public areas. An animal qualifies if it is readily identifiable, for example by a vest or harness, or if the person provides documentation from a regulated health professional. If the law bans animals in an area, offer another way to get the goods or services.
- Allow support persons to accompany customers with disabilities, and disclose any admission fee for a support person in advance.
- Post a public notice when an accessibility feature, such as an elevator or accessible washroom, is out of service, with the reason, how long it will last and any alternatives.
- Train staff and give customers a way to give feedback.
Rules in other provinces differ, but the principles of dignity, independence and equal opportunity apply everywhere. Speak directly to the person, not only to their companion, and ask "How can I help?" instead of assuming.
Lesson 6: Complaints, information and follow-through
When someone complains, about a guard, another staff member or the site, take it seriously. Listen, write down the details (who, what, when, where), pass it to the right person, and tell the person what will happen next. Do not argue or defend, and do not promise an outcome.
Protecting information
People may ask you for information you must not share, such as which unit a resident lives in or who visited the building. Do not give out personal information. Offer to contact the resident or refer the request to your supervisor.
Service checklist
- Greet everyone and offer help.
- Listen fully and summarize.
- Use plain language and check understanding.
- Explain rules and offer options.
- Apply rules the same way to everyone.
- Make services accessible and ask how you can help.
- Record complaints and follow up.
- Protect personal information.