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WBCHSE HS Vocational Security study materials
WBCHSE HS Vocational Security study resources

WBCHSE HS Vocational Security: Communication Skills, Report Writing, Incident Logging and Customer Etiquette

WBCHSE HS Vocational Security · Work through your exam, one topic at a time.

All guide sections

Communication Skills, Report Writing, Incident Logging and Customer Etiquette

This domain tests how a guard speaks, writes and behaves. Marks come from structure and objectivity of the written record and from the courtesy shown in the spoken word.

Spoken communication

  • Be clear, brief and polite; face the person, make eye contact, use the visitor's name.
  • Use the correct tone: a request, not a command - 'Please show your ID, sir' rather than 'ID dikhao'.
  • Radio telephony: phonetic alphabet for letters, 'Roger' for received, 'Over' to hand over, 'Standby' for wait, 'Out' to end the call. Speak slowly and keep transmissions short.
  • Never argue at the gate; escalate to the supervisor.

Report writing - the 5W1H

A report answers Who, What, When, Where, Why, How. Rules:

  • Facts only, no opinion or guess; write 'a man aged about 30 in a blue shirt' not 'a suspicious-looking thief'.
  • Chronological order, past tense, first person, short sentences.
  • Use the 24-hour clock; state the time of observation separately from the time of writing.
  • Quote words spoken in inverted commas.
  • Sign with name, designation, post and time; get the supervisor's acknowledgement.

The incident log

A bound register with pre-numbered pages, entries in ink, no blank lines, corrections by a single strike-through with initials and date - never overwriting or tearing out pages. Because it is made at the time of the event, it carries evidential weight.

Worked example. A visitor becomes abusive at the gate. A good log entry: 'At 14:20 hrs on 12.05, visitor Shri X, pass no. 47, raised his voice and said "you people are useless" when asked for a second ID check. Supervisor informed at 14:23 hrs. Visitor left the gate at 14:31 hrs without entering.' Note the facts, the time, the exact words and the escalation.

Etiquette

Greet, offer help, explain the rule and the reason, apologise for inconvenience, thank the person. Never touch a visitor to move him, never comment on appearance, never discuss other visitors.

Traps

  • Writing opinions as facts.
  • Leaving a blank line in a log for later entry.
  • Omitting the time or the supervisor's name.