Communication Skills, Customer Service and Interpersonal Behaviour
What the exam tests
Communication, customer service and interpersonal behaviour-how a guard gets cooperation without conflict.
Core rules and concepts
- 7 Cs: clear, concise, concrete, correct, coherent, complete, courteous.
- Listening: listen to understand, not to reply; repeat back key facts; note names and times.
- Non-verbal: open posture, eye contact, personal space and a calm tone; avoid pointing, shouting or crowding.
- Radio and phone: identify, state location, give a concise message, confirm and close.
- Service: greet, acknowledge, assist, explain rules and escalate early.
- De-escalation: lower your voice, separate people, offer options and call the supervisor.
- Complaint handling: Listen, Apologise for the experience, Solve or escalate, Thank.
Worked example
A visitor shouts because he has no appointment. Reasoning: stay calm, move him away from the queue, listen, explain the entry rule, offer to call the host, and escalate to the supervisor if he refuses. Do not argue, threaten or disclose the host's schedule. The aim is voluntary compliance.
Traps that cost marks
- Arguing or using sarcasm.
- Sharing confidential information to help.
- Aggressive body language that escalates a crowd.