Description
Effectively resolving conflict prevents violence, reduces incidents, improves productivity, and contributes to the overall health of an organization. Unlike the traditionally reactive law enforcement approach to resolving conflict, Conflict Management for Security Professionals provides a proven, reliable, business-focused approach that teaches security personnel to diffuse situations before they escalate when dealing with uncooperative, dangerous, or violent individuals.
Covering everything from policies and procedures to security tactics and business impact, Conflict Management for Security Professionals uniquely addresses conflict resolution from a security perspective for managers, policy makers, security officials, or anyone else who interacts with people every day. This book helps organizations create and maintain safe environments without interfering with their ability to remain profitable, competitive, and relevant.
- Comprehensive and systematic conflict management and resolution program geared specifically for the needs of security managers, supervisors, and officers.
- Incorporates classroom and field-tested conflict resolution concepts, models, and approaches.
- Addresses everything from policies and programs to tactics for a wide variety of stakeholders in any private or public organization.
Chapter
I: Underlying Principles of Organizational Conflict Resolution
Definitions and Distinctions
Law Enforcement and Private Security Distinctions
Historical Aspects of Conflict Resolution
The Intended Message of This Book
2 The “Business-Focused” Community
Managing Conflict in a Business-Focused Environment
Issues: Dealing with People in a Business Setting
Getting the Balance Right
Useful Methods and Models
Business-Based Conflict Resolution Strategies
Integrating Various Approaches
Dealing with Structural Impediments
3 Employing Organizational Safety Models
The Observe-and-Report Model
The Observe, Report, Advise, and Protect Model
Interpersonal Field Conflict Dynamics
Organizational Safety Associates
4 Presenting a Professional Image
SAID: Security Attire Identity Dissonance
Impersonating a Police Officer
5 Protecting Your Reputation
Reputation as an Intangible Asset
Protection Strategies for Your Reputation
Conflict Resolution in Reputation Management
The Public Relations Campaign: A Key Tool
The Important Role in Crisis Communication
Failure to Manage Perceptions
Examples from Today’s Headlines
Headline: “Chinese Students Grill USC, LAPD, Reps on Shooting and Security Issues”
Headline: “Officers Did Nothing to Help”
Headline: “Officers Pepper-Spray Peaceful Protestors!”
6 Developing Policies on Conflict and Violence
How Can Conflict Resolution Be Incorporated into Organizational Policies?
Viewing Conflict Resolution as a Unique Business Task
Potentiality and Complacency
The Role of “Response Time”
“Force” as a Normative Business Strategy
Forceless Organizational Safety
The Role of Security Professionals
7 Use-of-Force Policies and Risk Mitigation
The Role of Policies in Conflict Resolution Strategies
Types of Policies and Their Foundations
An Approach to Policy Making
Organizational Malpractice
Dealing with Conflict Resolution Expectations
III: People as Part of a Conflict Resolution Strategy
8 Involving People in Conflict Resolution Roles
Role Conflicts: Law Enforcement Versus Private Security
“Business-Minded” Security Personnel
Today’s Career Environment and its Realities
9 The Role of Training and Trainer Standards
Potentially Dangerous Encounters (PDEs)
Philosophical Approaches to Training
Qualities of Effective Standards
Ongoing and Continuous Training
Context, Training, and Trainers
Law Enforcement Training Challenges
IV: Implementing Conflict Resolution Strategies
10 Verbal Conflict Resolution Strategies: Theories, Techniques, and Tactics for Resolving Conflict
Perspectives on the Effectiveness of Verbal Strategies
Negotiating Subject Cooperation
Interpersonal Field Conflict Dynamics
Step One: Dialogue with a Subject
Step Two: Explain the Nature of the Conflict
Step Three: Ask for Cooperation
Step Five: Options and Outcomes
Step Six: Negotiate a Settlement
Step Seven: Settle with the Subject
Communication Strategies for Dealing with Verbal Aggression
11 Physical Conflict Resolution Strategies: Theories, Techniques, Tactics, and Tools for Resolving Conflict
Authority and Jurisdiction
Law Enforcement Versus Private Security Personnel Authority
Graham v. Connor: The Standard
Nonconsensual Physical Contact
A Matter of Degree: Force Versus Resistance
Justifying Physical Contact
Objective Criteria (Nonexhaustive List)
Subject/Security Personnel Interaction Factors
Security Personnel/Subject Interaction Factors
Subject Behavioral Factors (Nonexhaustive List)
Environmental Conditions (Nonexhaustive List)
Other Personnel Considerations
Situational Factors (Nonexhaustive List)
Situational Protective Action Risk Continuum (SPARC)
Aligning Situational Force
Subject’s Actions: Defined
Subject Resistance (SR) Levels
Level III: Life-Threatening Assault
Dealing with Immediate Physical Threats
Protective Action Response Zones (PARZ)
CRT: Control and Restraint Techniques
WPM: Weaponless Protective Measures
Protective Tools or Devices
12 Security Personnel Accountability
Security Staff Accountability
Factors Affecting Personnel Intervention
Post-Incident Review and Reporting Process
Using Metrics as an Element of Accountability
The Role of Review Boards in Accountability
Conflict Management for Security Professionals
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