Communication
Communication questions test radio discipline, the phonetic alphabet, listening, and the difference between reporting facts and airing opinions. A guard who cannot communicate clearly is a liability in an emergency.
The process and its barriers
Sender → message → channel → receiver → feedback. Barriers include noise, poor language, jargon, emotion, assumption and distraction. Always confirm by repeating back.
Radio discipline
- Listen before pressing the transmit key; never talk over a message.
- Identify yourself and the addressee: "Control, this is Gate Two, over."
- Keep it short and factual: what, where, how many, any injury.
- End your turn with over; say roger meaning received; standby meaning wait; mayday for a life-threatening emergency.
- No personal chat, no confidential information about the client on an open channel.
Phonetic alphabet
A–Alpha, B–Bravo, C–Charlie, D–Delta, E–Echo, F–Foxtrot, G–Golf, H–Hotel, I–India, J–Juliet, K–Kilo, L–Lima, M–Mike, N–November, O–Oscar, P–Papa, Q–Quebec, R–Romeo, S–Sierra, T–Tango, U–Uniform, V–Victor, W–Whiskey, X–X-ray, Y–Yankee, Z–Zulu. Use it for number plates, names and gate codes.
Telephone etiquette
Answer within three rings, greet, give your post, listen, take the message in 5W1H, repeat it back, and record it.
Non-verbal and written
Posture, eye contact and tone carry as much as words; a calm voice calms a crowd. Registers and reports are written communication and must be legible.
Worked example
A guard sees an unknown man near the boundary wall. On radio: "Control, this is Gate Two, over." "Go ahead." "One male, blue shirt, grey trousers, near the north-west corner of the boundary wall, walking towards the diesel dump, over." "Roger, supervisor moving." Reasoning: identification, brief description, exact location, no opinion.
Traps that cost marks
- Shouting 'emergency' with no location.
- Gossiping about the client on air.
- Leaving a message unconfirmed.
- Using personal mobile phones at a security post.