Internal Company Communication Overview

On a daily basis, after Public Communication, Internal Company Communication is the most frequent form of communication by a security officer.

Protocols Pursuant to Contact

A security guard’s employer should have a protocol pursuant to contact for internal communications. This protocol lets security officers know who to contact, when to make contact and how to make contact.

How to Communicate

A guard’s employer normally has a policy as to which forms of internal communication a guard should be used. A guard should comply with these policies, except in emergency situations when compliance is not possible. For instance, which communication devices to use and whether or not to use the 10-Code. The 10-Code is discussed later in this course.

Voice communication protocols cover who can speak on a frequency and when. A controlled frequency is controlled by one station and any parties wishing to use the frequency must direct all calls to the control station (usually the dispatcher). A tactical frequency has no control station.

Verifying Communication

Security guard internal communications should always be verified between the sender and receiver to make sure messages are received and understood correctly. Cell phone and 2-way radio communications can sometimes be difficult to understand due to poor transmission quality or background noises at the guard’s location, such as traffic or crowd noise.

• If a guard receives a communication, but cannot hear or understand it, they should ask the sender to repeat the message until they do understand it.
• If a security officer is asked to repeat a message multiple times by the receiver because the receiver cannot clearly hear or understand the message, the guard should repeat the message without getting irritated at the receiver. The guard should try saying the message in different words to help in the receiver’s understanding.

Clear Speech Tips

For clear speech, a security officer should use slower than normal speech at a normal speaking voice level. A loud voice or yelling into a 2-way radio distorts speech even more. Pause between the receipt and transmission of messages. This allows both persons to know when the other person has finished their message.