Soft Skills, Customer Service, Ethics and Anti-Corruption Awareness
Domain 10 tests how a guard speaks and behaves with the public and how corruption starts.
Customer service basics
- First contact decides the impression: greet, make eye contact, use a respectful form of address.
- Listen fully before answering; repeat the request back to confirm.
- Explain the rule, not the person: photo ID is required for everyone, not you look suspicious.
- Give options when refusing: call the host, wait in the visitor area, return with the pass.
- Keep tone calm and volume low; never argue, threaten or abuse.
- Treat everyone equally regardless of gender, religion, caste, language, dress or disability; help the elderly, women with children and the injured.
Handling an angry person
Acknowledge the feeling, apologise for the inconvenience (not for fault), explain the rule briefly, offer a route to a solution, involve the supervisor early, keep a safe distance and note the incident. Do not touch the person or block the door with your body.
Ethics and anti-corruption
Honesty, integrity, no theft, no favouritism, no conflict of interest, confidentiality. A bribe is anything of value given to bend a rule: cash, phone recharge, gift, food, free transport, drink. The Prevention of Corruption Act, 1988 applies mainly to public servants, but a guard who offers or abets bribery can face prosecution and will certainly face disciplinary action. Accept no gifts; report every offer with time and name to the supervisor and keep a written record.
Worked example
A vendor offers 500 rupees to skip a vehicle check. Reasoning: this is an attempted bribe and a security breach. Steps: refuse clearly, say the check protects him too, complete the full check, report in writing the same shift and record the vehicle number.
Traps
Taking small gifts as courtesy; arguing or insulting; discussing the offer with other guards before reporting; privately helping a regular visitor.