Conflict Management for Security Professionals

Conflict Management for Security Professionals

1st Edition - September 28, 2013

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  • Author: Andrew Tufano
  • eBook ISBN: 9780124172074

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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.

Key Features

  • 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.

Readership

Corporate security directors and managers, law enforcement officers, organizational security and safety policymakers, risk managers, security consultants, security management college students, security officer supervisors, and other security staff.

Table of Contents

  • Acknowledgments

    About the Author

    Inspiration

    The Bottom Line

    Process

    Communication Solutions

    The Reality of Violence

    Better Suited

    Invention

    The Law of Probabilities

    Recommendations

    Audience

    “Protect and Serve”

    Section I: Underlying Principles of Organizational Conflict Resolution

    Chapter 1. Introduction

    Process

    The Default Position

    Definitions and Distinctions

    Law Enforcement and Private Security Distinctions

    Historical Aspects of Conflict Resolution

    The Setting

    Trials and Tribulations

    The Intended Message of This Book

    Reference

    Chapter 2. The “Business-Focused” Community

    The Problem

    Introduction

    Process

    Managing Conflict in a Business-Focused Environment

    Useful Methods and Models

    Summary

    Reference

    Chapter 3. Employing Organizational Safety Models

    The Problem

    Introduction

    Process

    The Observe-and-Report Model

    The Enforcement Model

    Adversarial Techniques

    The Observe, Report, Advise, and Protect Model

    Empowered Stakeholders

    Interpersonal Field Conflict Dynamics

    Resolution Misalignment

    Organizational Safety Associates

    Support Mode

    Protective Mode

    Summary

    Reference

    Chapter 4. Presenting a Professional Image

    The Problem

    Introduction

    Process

    Uniforms and Duty Gear

    Uniform Attributes

    “You are What You Wear!”

    SAID: Security Attire Identity Dissonance

    Presenting a False Image

    Impersonating a Police Officer

    Internal Challenges

    Summary

    References

    Chapter 5. Protecting Your Reputation

    The Problem

    Introduction

    Process

    Reputation as an Intangible Asset

    Is Perception Reality?

    Community Sensitivities

    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

    Summary

    References

    Section II: Policies

    Chapter 6. Developing Policies on Conflict and Violence

    The Problem

    Introduction

    Process

    How Can Conflict Resolution Be Incorporated into Organizational Policies?

    Viewing Conflict Resolution as a Unique Business Task

    Potentiality and Complacency

    Whose Force is Best?

    The Role of “Response Time”

    “Force” as a Normative Business Strategy

    Forceless Organizational Safety

    Talk is Not Enough

    The Role of Security Professionals

    Summary

    Reference

    Chapter 7. Use-of-Force Policies and Risk Mitigation

    The Problem

    Introduction

    Process

    An Approach to Policy Making

    Shifting Liability

    Organizational Malpractice

    Dealing with Conflict Resolution Expectations

    Summary

    References

    Section III: People as Part of a Conflict Resolution Strategy

    Chapter 8. Involving People in Conflict Resolution Roles

    The Problem

    Introduction

    Process

    Role Conflicts: Law Enforcement Versus Private Security

    Paradigm Shift

    “Business-Minded” Security Personnel

    Today’s Career Environment and its Realities

    Summary

    References

    Chapter 9. The Role of Training and Trainer Standards

    The Problem

    Introduction

    Process

    Potentially Dangerous Encounters (PDEs)

    Philosophical Approaches to Training

    Funding

    Qualities of Effective Standards

    Summary

    References

    Section IV: Implementing Conflict Resolution Strategies

    Chapter 10. Verbal Conflict Resolution Strategies: Theories, Techniques, and Tactics for Resolving Conflict

    The Problem

    Introduction

    Process

    Perspectives on the Effectiveness of Verbal Strategies

    The Ability to Influence

    Verbal Tactics

    Negotiating Subject Cooperation

    Verbal Tactics: How To

    Verbal Commands

    Interpersonal Field Conflict Dynamics

    The DEACONS Approach

    Verbal Aggression

    Communication Strategies for Dealing with Verbal Aggression

    Perception Management

    Summary

    References

    Chapter 11. Physical Conflict Resolution Strategies: Theories, Techniques, Tactics, and Tools for Resolving Conflict

    The Problem

    Introduction

    Process

    Authority and Jurisdiction

    Law Enforcement Versus Private Security Personnel Authority

    Protective Action

    A Matter of Degree: Force Versus Resistance

    Justifying Physical Contact

    Situational Protective Action Risk Continuum (SPARC)

    Aligning Situational Force

    Subject Resistance (SR) Levels

    Dealing with Immediate Physical Threats

    Protective Action Response Zones (PARZ)

    PARZ One: Noncontact

    PARZ Two: Less Lethal

    PARZ Three: Lethal

    Summary

    Chapter 12. Security Personnel Accountability

    The Problem

    Introduction

    Process

    Documentation

    Security Staff Accountability

    Peer Intervention

    Factors Affecting Personnel Intervention

    Post-Incident Review and Reporting Process

    Using Metrics as an Element of Accountability

    The Role of Review Boards in Accountability

    Summary

    Index

Product details

  • No. of pages: 170
  • Language: English
  • Copyright: © Butterworth-Heinemann 2013
  • Published: September 28, 2013
  • Imprint: Butterworth-Heinemann
  • eBook ISBN: 9780124172074

About the Author

Andrew Tufano

Andrew Tufano
Andy Tufano has worked in the security industry since 1977. He holds a master’s degree from California State University at Fullerton. Over the past 25 years, Andrew has held various positions in the security industry including: uniformed security officer, loss prevention investigator, security company owner (PPO), security trainer, and security consultant. Andy has major clients in the healthcare and college campus industries. He holds various security industry weapons instructor and end-user certifications such as baton, firearm, and Taser. He is an active member of the International Association for Healthcare Security & Safety (IAHSS).

Andy has created several business ventures including Goldstar Security LLC, Goldstar Tactical Training, and The Force Decisions Institute. He is also a prolific writer and has been a featured speaker at ASIS and IHASS events. Andy is a recognized subject matter expert (SME) in private person use-of-force. Andrew is an experienced college educator and currently teaches at a public southern California college.

Affiliations and Expertise

Owner and operator of Goldstar Security LLC, Goldstar Tactical Training, and the Force Decisions Institute

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