Verbal Intervention Tactics
for Contact Employees
course is different. We have much to accomplish. We do not use filler
and psychological dictum. We use information and methods which are
technically correct, but designed for use by protection personnel when
providing security or assigned to assist or face people who are
suspicious, demanding, unreasonable, insistent, unstable, or
courses of this type are based on clinical practice and modified for the
law the enforcement / security market. They tend to lack the
integration of actual experience in the goals, procedures, and
objectives of security, but do mention them in an attempt to make them
establishing necessary basic understanding and recognition of the
subject, we integrate each component by providing simulations
(scenarios), from simple to more complex) within the trainee’s job
context. They put what they learn into practice, from simple
applications to relative complex.
to the course for specific organizations, we request some confidential
information as to related historical problematic patterns. We also
request information as to established relevant policy. If the client
does not wish to provide this information, we can proceed without it.
As we come from a U.S. Secret Service background, we consider ourselves
to be “worthy of trust and confidence,” but will be pleased to commit to
course also includes a performance assessment by critical element, if
desired by the client. Other trainers are not allowed unless in
instructor course versions, which are subject to copyright and
commercial application requirements.
Course is 1 training day in duration.
Representing the Employer
How does the employer
want the contact person to deal with implied threats or suspicious
What information may
What information is
How does your employer
want to handle requests for information?
What Constitutes Suspicious,
but not Necessarily Illegal Behavior?
What are the signs that
someone is “up to something?”
How do you report or
explain something that you are not sure of?
What are pre-incident
The Psychology of Aggression
(for the contact employee)
What is the subject’s real intent?
What causes aggression?
How is aggression
inhibited (controlled / diminished)
Recognizing the signs
and symptoms they cannot control
Do cultural behavioral
Is the subject feeling
hostility / aggression?
What are the signs that
a subject is hiding their real intent?
How close is the
subject to acting on feelings of aggression?
Principles of Managing
Insistent Subjects (Providing Protection)
Dealing with demands
and requests that are unreasonable or prohibited
How the subject
perceives the security officer
Methods for assessment
(for security officers)
Who you are and how the
subject views you
How the subject sees
you can transfer to your employer
How to lower the
subject’s level of arousal (hostility)
How to talk to the
How you should act
How to control your
Emotion vs. Logic
Using methods to
in the subject and in yourself
Recognizing when your are making progress
Recognizing and Dealing with
Types of threats
carrying-out a threat
What should you do in
each of these cases?
Stalkers and Disaffected
probability and a subject may be a security problem
How does their condition
Domestic problems that
appear at the work place
How Does One Know When
Talking Does Not or Will Not Work?
When to determine that
talking will not control the situation adequately
What to do then?
What information will
be useful in the future?
How do you get it?
Legal Aspects of
Ethical guidelines for
the security officer in dealing with people
When does a subject
actually break the law?
Access Control Point
Situational Criticality Level
when you are busy with a problem
Response to Request for
functions must be accomplished?
How to divide the load
How to Detect, Prevent, and
Using the environment to
Those who depend on
Coordinating Reactions with
Ad Hoc prevention
response, deployment, and positioning
Preparing for other
impending dangers and instability
Providing a secondary
response to unknown threats or dangerous conditions