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Verbal Intervention Tactics
for Contact Employees

This 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 threatening.

Many 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 appear relevant.

After 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.

Prior 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 confidentiality.

This 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.

This 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 behavior?

  •  What information may you provide?

  •  What information is restricted?

  •  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 indicators?

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

  •  Recognizing mental conditions

  •  Do cultural behavioral variations exist?

  •  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?

  •  Historical patterns

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 subject

  •  How you should act

  •  How to control your mood

  •  Emotion vs. Logic

  •  Using methods to control emotion in the subject and in yourself

  •  Recognizing when your are making progress

Recognizing and Dealing with Threats

  • The law

  • Types of threats

  • Probability of carrying-out a threat

  • What should you do in each of these cases?

Stalkers and Disaffected Employees

  • Recognizing the probability and a subject may be a security problem

  • How does their condition usually progress?

  • 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?

Gathering Necessary Intelligence

  •  What information will be useful in the future?

  •  How do you get it?

Legal Aspects of Intervention

  •  Employer’s Policy

  •  Ethical guidelines for the security officer in dealing with people

  •  When does a subject actually break the law?

Access Control Point Management

  •  Recognizing the Situational Criticality Level

  •  Summoning Assistance when you are busy with a problem

Response to Request for Assistance

  •  What simultaneous functions must be accomplished?

  •  How to divide the load

How to Detect, Prevent, and React

  • Relative positioning

  • Using the environment to protect

    •  Those who depend on you

    •  Yourself

Coordinating Reactions with the Team

  • Integrating preparedness to react

  •  Ad Hoc prevention response, deployment, and positioning

  • Preparing for other impending dangers and instability

  • Providing a secondary response to unknown threats or dangerous conditions