Communication, Customer Service and Liaison with Authorities
Domain 8 tests how a guard speaks, listens, de-escalates and hands over to authorities, because most complaints are about tone rather than the decision itself.
Communication rules
- Be clear, calm and respectful. Identify yourself and your company, explain the rule and the reason, and give the person a next step. Use active listening: let the person finish, summarise the concern, and avoid arguing.
- Radio messages should be short and structured: call sign, location, what happened, what you need. Use the phonetic alphabet for names and plates, and avoid slang or confidential detail on open channels.
- When liaising with police, fire or ambulance, call 999, give the exact address, nearest entrance, nature of the incident, casualties, hazards and suspect description. Follow their instructions, keep a clear route, and do not obstruct them.
Customer service and boundaries
- A guard is often the first impression of the site. Help within your authority: give directions, call the host, arrange assistance. Do not promise what you cannot deliver, give legal advice, or disclose personal data under PDPA 2010.
Worked example
An angry visitor without an appointment demands entry to see a director. Reasoning: the guard acknowledges the frustration, explains that entry requires host approval, offers to call the director's office, and suggests the visitor wait in the lobby. He does not raise his voice, block physically unless there is a threat, or reveal the director's schedule. If the visitor threatens violence, he steps back, calls police and records the incident.
Traps
Arguing or sarcasm; giving a visitor's personal details to a caller; saying 'the police will arrest you' without grounds; blocking a fire exit during a confrontation; using unclear radio slang; failing to log a complaint.