A Response Security Guard must be honest, courageous, alert, well disciplined and loyal. Guards are the custodians of company and customer property, confidential information, therefore need for honesty is obvious. Security department regulations state that all guards are required to be scrupulously honest. Failure to prevent damage or theft of property, acceptance of bribes or gratuities, permitting the violation of company rules, or engaging in sharp practices of any kind will result in immediate consequences.
Continued alertness is essential and might mean the difference between life and death. Some duties, such as patrol, tend to become monotonous over time due to them being routine nature. However, since the very purpose of such routine responsibilities is to protect personnel and the facility, and many involve danger, guards must be constantly alert for their protection as well as the protection of the company’s property and employees.
Prompt obedience and proper execution of all orders given by supervisors is always necessary. Regulations usually specify that a guard must never leave a post until relieved or ordered to do so. As well, a guard must not allow personal likes and dislikes to influence job performance. A guard must be loyal to the job and the company and all decisions must be based on what is best for the organization.
The guard is often the first contact a visitor or an employee has with the organization. The manner in which the visitor or employee is greeted may greatly effect that person’s perception of the company.
Three important factors related to attitude: Courtesy, Restraint, and Interest.
Courtesy is the expression of consideration for others, eliminates friction and makes personal associations pleasant. By demonstrating consideration for others, the guard can obtain the cooperation of everyone, which is essential. In answering questions, giving directions and in enforcing rules or traffic regulations, guards must be courteous as a firm attitude does not require belligerence. Repeated questions by visitors or employees, even when such questions appear ridiculous, shall not result in sullen responses.
Restraint is stressed in the guard training program. Guards should be instructed to act without haste or undue emotion, not to use abusive language, not to argue with anyone and to avoid force, if at all possible. Guards must remember that a calm, dignified bearing engenders respect and will usually be more effective than a belligerent attitude. Differences of opinion on politics, society or religion should not be discussed while on duty. Tolerance for the opinion of others must always be considered.
Guards must perform their duties without assuming a threatening attitude. They should be impartial in carrying out their assignment at all times, as a guard must be interested in his job. Unless there is interest and satisfaction in his/her work, attitude toward the public and the employees may be poor. Some security regulations state that although guards, like other employees, may have occasional complaints, they should be handled within the security infrastructure and not in public.
Good personal appearance and hygiene is imperative for an overall good impression. Each guard should be clean in person as well as in dress. Appearance is important as visitors will gain a good impression of the organization, employees in the facility will have more respect for the guards as well as for the security organization, hence the overall morale of the company will be improved.
An individual guard can influence, either favourably or not, the opinions of many people. Personal cleanliness is demonstrated by a clean-shaven face or well groomed moustache, proper hair cut (clean and well brushed) and clean teeth, hands and fingernails. Dandruff on the collar and shoulders of a uniform creates an unfavourable impression. All guards will make sure they have a properly pressed and clean uniform for each shift as dress and deportment is looked upon very highly. Each guard is responsible for the care of his/her uniform and to make sure that all proper equipment is worn during each worked shift.
Guards are not permitted to wear any identifiable uniform or equipment part when off duty in any public place. No uniform or equipment such as batons, pepper spray and scanners are allowed while off duty, or to be worn or used without proper authorization.