Communication and Interpersonal Skills
Clear messages
The exam tests practical communication, not theory. Use the seven Cs: clear, concise, complete, correct, courteous, concrete and considerate. In speech, face the person, use plain language, avoid jargon and check understanding by asking them to repeat back. In writing, put the most important fact first.
Radio and telephone
Use the phonetic alphabet for spelling and standard prowords: Roger (received), Over (I have finished, your turn), Say again (repeat), Stand by (wait), Out (conversation ended). Keep transmissions short, speak slowly, and never use 'repeat' for a request to resend because it has an artillery meaning. Answer the phone within three rings, identify the site, and write down the message.
De-escalation
Stay calm, keep a safe distance, lower your voice, listen actively, acknowledge the person's concern, offer choices and explain the next step. Be assertive, not aggressive: describe the behaviour, state the rule, give the direction.
Worked example. An angry visitor shouts at the gate. The guard steps back to arm's length plus, says 'I can see you are frustrated; I will help you reach the right office', asks for the name, calls the host, and logs the visit. Reasoning: acknowledging emotion lowers arousal, while arguing or touching the person escalates risk.
Traps that cost marks
Shouting back, using 'repeat' on the radio, sending a long unprioritised message, promising something outside your authority, and writing an email or WhatsApp message in anger.