Observation, reporting and communication
Observation is a professional skill: systematic, objective, complete, and contemporaneous. Use the classic grid: what, who, where, when, how, and what happened next. Describe observable facts, not conclusions ("the man put a bottle in his jacket", not "the man was a thief"). Note distinguishing features, direction of travel, vehicle plates, and witnesses.
Reporting: the incident log / handover report must be factual, chronological, signed, and timed. It is a legal document - it can be used in court and by insurers. Write in ink, do not erase; correct by striking through and initialling. Include your own actions and use of force. Continuity of evidence (chain of custody) matters if you handle objects or footage: record who had it, when, and where. Camera footage must be exported and preserved according to the Camera Act and GDPR.
Communication: use clear, calm, short sentences; identify yourself; explain what you are doing and why; use the person's name; avoid jargon and threats. Radio discipline: think before transmitting, use standard phrases, confirm receipt. Escalate according to the escalation matrix (guard → supervisor → police → emergency services).
Traps: (1) writing opinions or speculation in the log; (2) omitting your own use of force; (3) failing to record time of police arrival and handover; (4) altering a report after the fact without trace; (5) assuming a verbal report suffices.
Worked example: Two youths fight near the entrance. Your log entry: time, location, description of persons, what you saw, what you said, what you did, when police arrived, names of officers, and witnesses. Rule of thumb: write it as if a judge who was not there will read it - because one may.
Also know the duty to report serious incidents to the police and, where required, to the licensing authority.