SIA Training Booklet

DOOR
SUPERVISOR
HANDBOOK
First Edition, 2014 – Door Supervisor Handbook
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ISBN: 978-0-9573120-1-2
Printed in the United Kingdom

2014
C o n t e n t s
Module I: C
ommon Security Chapter 8
Module Civil and Criminal Law 49
Chapter 9
Chapter 1 Searching 57
Private Security Industry:
The Legal Aspect 2 C h a p t e r 10
Arrest 64
Chapter 2
Health and Safety for Private Security C h a p t e r 11
Operatives 8 Drugs Awareness 71
Chapter 3
Fire Safety Awareness 17 C h a p t e r 12
Recording Incidents and Crime
Chapter 4 Scene Preservation 78
Emergency Procedures 25
C h a p t e r 13
Chapter 5
Licensing Law 84
The Private Security Industry:
An Overview 31 C h a p t e r 14
Chapter 6 Emergency Procedures 95
Communication Skills and
Customer Care 37
Module III: C
onflict
Management
Module II: D
oor Supervisor Module
Specialist Module
C h a p t e r 15
Chapter 7 Avoiding Conflict and Reducing
Behavioural Standards 43 Personal Risk 106
iii
C h a p t e r 16 Module IV: P
hysical Intervention
Defusing Conflicts 112 Skills
C h a p t e r 17
Resolving and Learning from C h a p t e r 19
Conflicts 119 Introduction to Physical
Intervention Skills 139
C h a p t e r 18
Application of Communication Skills C h a p t e r 20
and Conflict Management for Door Must-Know Legislations 149
Supervisors 124
|
iv CONTENTS
M o d u l e I
Common Security
Module
egd/Shutterstock.com
module 1 Outlines
Chapter 1
The Legal Aspect 2
Chapter 2
Health and Safety for Private Security
Operatives 8
Chapter 3
Fire Safety Awareness 17
Chapter 4
Chapter 5
The Private Security Industry:
An Overview 31
Chapter 6
Communication Skills
lsantilli/Shutterstock.com
and Customer Care 37

C h a p t e r 1
The Legal Aspect
Adjudicating a case on breach of licensing law, operative without SIA licence is a criminal offence and evokes
the Security Industry Authority (SIA) head of a fine up to £5,000, or imprisonment up to 6 months. SIA may
refuse a licence or revoke/suspend a licence as a result of
investigation stated: ‘The licensing regime was The Security investigation, or because of non-conviction infor-
set up by the Parliament to protect the public from Industry Authority mation supplied by the enforcement partners.
cowboy clampers’. The director of the security regulates the private security Security operatives are the vital links in
industry in the United Kingdom. fighting crime, and a basic knowledge
company in question pleaded guilty to of- This statutory body, instituted under
of law is imperative for effective ex-
fences and was sentenced to 27 months im- the Private Security Industry Act 2001, ecution of the task assigned to them.
prisonment. The company did not hold an reports to the Home Secretary. The two main
There are two main streams of law—
duties of SIA are licensing and management
SIA licence and the accused was charged on of the voluntary Approved Contractor civil law and criminal law.
account of acquiring property from the pro- Scheme. SIA licensing involves compulsory
ceeds of providing parking services without licensing of private security operatives, Civil Law
while the Approved Contractor Scheme According to the legal wording, civil law
the appropriate SIA licence. is associated with the introduction of
is the body of rules that delineates private
operational and performance
rights and remedies and governs disputes
S
standards.
ecurity Industry Authority (SIA), the govern- between individuals, companies and other or-
ment organisation responsible for regulating the ganisations in areas such as contract, property and
United Kingdom’s private security industry, ensures that li- family law.
censed private security professionals are certified and equipped The aspect of civil law that security operatives are ex-
with proper training required for the job. To work as a security pected to deal with is the law of trespass, or the law dealing
2
Door Supervisor handbook
According to Legal Services Commission, criminal offences are classified into the following categories:
Class A: Homicide (i.e. murder) and related grave offences
Class B: Offences involving serious violence or damage, and serious drugs offences
Class C: Lesser offences involving violence or damage, and less serious drugs offences
Class D: Sexual offences and offences against children
Class E: Burglary etc.
Classes F, G and K: Other offences of dishonesty
Class H: Miscellaneous other offences
Class I: Offences against public justice and similar offences
Class J: Serious Sexual Offences
Class K: Other offences of dishonesty (high value)
with unlawful intrusion. The law of trespass allows Our vision safe. Knowledge about crimes such as murder, kid-
security operatives to remove unwanted visitors nap, rape, sexual assault, assaults, drug offences,
is to reduce
from the client’s estate. weapons, theft, burglary, fraud, robbery, crimi-
criminality and raise nal damage and illegal possession or use of
Criminal Law standards in the private fire arms is useful in prevention and, when
According to the legal wording, criminal
security industry to ensure that required, effective handling of crime at
law is the body of rules and statutes that the public is, and feels, safer. Our the crime scene.
define conduct prohibited by the gov- mission is to be a fair, effective Laws Linked to Private
ernment because such conduct threat- and efficient regulator of the Security Industry
ens and harms public safety and welfare. private security industry.1 The legislations that play a significant role
Criminal law establishes punishment to be —SIA Competency for
imposed for the commission of such acts. in private security industry are:
Licensing Renewal
The two sources of criminal law are as follows: Strategy The Private Security Industry Act 2001
Common Law: Prior rulings made by the courts The Equality Act 2010
Statute Law: The law established by the Acts of Parliament The Human Rights Act 1998
The Data Protection Act 1998
Offenders are liable to arrest, prosecution through the criminal
courts and a term of imprisonment under criminal laws. The Private Security Industry Act 2001
The task assigned to door supervisors involves prevent- The Private Security Industry Act 2001 is instrumental in for-
ing disorder and crime while keeping the staff and customers mation of the Security Industry Authority (SIA).
Main Functions of Security Industry Authority
Providing license to individuals and giving approval to se-
curity companies
Monitoring and regulating the activities and effectiveness
of those associated with the security industry
Reviewing the private security industry and its legislative
framework operation
Recommending required and appropriate standards for
improvement
Conducting inspections
Setting up and approving standards of conduct, training
and supervising the industry
1
http://sia.homeoffice.gov.uk/Pages/about-mission.aspx
Chapter 1 Private Security Industry: The Legal Aspect | 3

The SIA provides licenses to security operatives, supervisors,
managers, directors and company owners in the areas of manned KEY TASK
guarding. The Private Security Industry Act 2001 entrusts SIA with
several powers of inspection to maintain compliance.
Door Supervision: pre-empt

and prevent crime; ensure
safety of staff, visitors and
customers
Door Supervision
Security Officers (guarding):

guard premises against unlawful
access, illegal possession, or
damage; ensure customers and
staff are neither injured nor
harmed by unlawful conduct of
others; carry out patrolling and
conduct surveillance Security Officers
(GUARDING)
Discrimination
While on duty, private security operatives are expected to deal
Security Officers (key
with issues concerning diversity and equality. Checks and balances
holding): manage access
are in place to ensure that the security professionals don’t discrimi-
through a mechanical device
nate. In other words, security professionals must provide the same and keep custody of a key etc
quality of service to everyone while carrying out the tasks assigned
to them. Prejudice and stereotyping are two aspects of discrim-
ination that security operatives should watch out for.
Prejudice is an irrational attitude of hostility directed against Security Officers

(Key holding)
an individual, a group, a race, or their supposed characteristics.
Stereotyping is when a simplified and standardized con-

Transit Operatives: protect
ception or image of a person, group etc. is attributed to each
property against theft or
and every member of the group and discriminated against ac-
damage while in transit
cordingly. It is significant that the conduct of security opera-
tives is seen to be impartial at all times. Prior to the enactment
of the Equality Act 2010, multiple legislations dealt with is- Transit Operatives
sues relating to equality, diversity and discrimination.
The Equality Act 2010
CCTV Operatives: view
The Equality Act 2010 provides new legislative framework to
closed-circuit cameras to
protect the rights of individuals and to advance equality of monitor activities and scan
opportunity for all. premises
Discrimination can take one of the following forms:
Direct discrimination: treating a person unfavourably be-
cause of a protected characteristic CCTV Operatives
Key Task Continued
|
4 Module 1 Common Security Module
Key Task Continued
a particular legal relationship to the person who acted negli-
gently resulting in that injury. Applied to the private security
industry, vicarious liability makes employers accountable
for the actions of their security operatives. In other words, em-
Close Protection Operatives: ployers can be prosecuted if the security operative employed
escort or protect one or more with them discriminates against the customer.
individuals against assaults and
injuries The Human Rights Act 1998
The Human Rights Act 1998 is based on the articles of the
European Convention on Human Rights and ‘gives effect’
to the rights and freedoms guaranteed therein. During the
Close protection course of their assignment, the security operatives may inad-
Operatives
vertently breach human rights and the stakeholders may be
hauled up in a court of law for the lapse. To avoid situations
Vehicle immobilisers: like these, security operatives must be well versed in the obli-
manage movement of vehicles; gations imposed by the Human Rights Act.
remove, relocate, or get vehicles
parked The Data Protection Act 1998
The Data Protection Act 1998 controls how personal infor-
vehicle immobilisers mation is used by organisations, businesses or the government.
Indirect discrimination: applying a condition, practice or

requirement to everyone, even if that puts a person with a
protected characteristic to disadvantage
Harassment: unwanted conduct (associated with a pro-
tected characteristic) that creates an offensive environment
for an individual or that violates the dignity of an individual
Victimisation: treating a person less favourably than oth-
ers because of the protected act of the person like a previ-
ous complaint
Vicarious liability is the other legal doctrine that security

professionals must be familiar with. This doctrine assigns liabil-
ity for an injury to a person who did not cause it but who has
The rights and freedoms protected by to be free, unless convicted for a •• The right to free speech, peace-
the Human Rights Act are as follows: crime. ful protest and freedom of as-
•• The right to life: This act entails in- •• The right to a fair trial and no sembly and association: Every
vestigation of suspicious deaths and punishment without law: Every citizen has the right to speak and
deaths in custody. individual is innocent until proven express his/her views freely, or to as-
•• The prohibition of torture and guilty. semble without mala fide intention.
inhumane treatment: No situation •• Respect for privacy and family •• No discrimination: Every individual
justifies torturing or treating others life: Every citizen is granted protec- is protected against being treated in
in a degrading manner. tion against unnecessary surveil- a biased manner or being discrimi-
•• The protection against slavery lance and intrusion into his/her nated against on the basis of gender,
and forced labour: No individual personal life. race, sexuality, religion or age.
can be subjected to slavery or •• The right to freedom of thought, •• Protection of property: All
forced labour. religion and belief: Every indi- citizens are protected against state
•• The right to liberty and free- vidual can believe and practise the interference in their private posses-
dom: Every individual has the right religion of his/her choice. sions or property.

The companies or the organisations that gather, hold or process That the personal data are accurate and up to date
personal information or images of members of the public must That the personal data are kept for longer than is absolutely
abide by certain rules. The e nforcement of the legislation is en- necessary
trusted with the Information Commissioner’s Office (ICO). That the personal data are handled according to people’s
The legislation lists down data protection principles data protection rights
that the companies/organisations and other business entities That the personal data are kept safe and secure
using or processing data must adhere to. That the personal data are not transferred outside the
United Kingdom without adequate protection
Data Protection Principles
The legislation ensures stronger legal protection for
The entities using data must ensure the following:
sensitive information, such as ethnic background, political
That the personal data are processed fairly and lawfully opinions, religious beliefs, health, sexual health and criminal
That the personal data are used for limited, specifically records.
stated purposes An individual wanting access to any personal information/
That the personal data are used in a way that is adequate, image can request for it by submitting a subject access re-
relevant and not excessive quest to the data controller of a company or an organization.
Key Terms
Civil Law p. 2 Discrimination p. 4 Stereotyping p. 4
Criminal Law p. 2 Harassment p. 5 The Equality Act p. 4
Data Protection Act 1998 p. 5 Human Rights Act 1998 p. 5 Vicarious Liability p. 5
Data Protection Principles p. 6 Indirect Discrimination p. 5 Victimisation p. 5
Direct Discrimination p. 4 Prejudice p. 4
Credits
http://www.hse.gov.uk http://www.hse.gov.uk/enforce/enforcementguide/notices
http://www.hse.gov.uk/workers/employers.htm /notices-types.htm
http://www.hse.gov.uk/enforce/enforcementguide/notices http://www.richmond.gov.uk/home/business/health_and
/notices-intro.htm _safety/risk_assessment/hazards_in_the_workplace.htm
http://www.hse.gov.uk/legislation/hswa.htm http://www.sia.homeoffice.gov.uk/Pages/home.aspx
Multiple Choice
Choose an alternative that best completes the statement or answers the question.
1. A security operative working without an SIA license can be 3. Civil law is concerned with governing .
imprisoned for a period of up to months. a. property disputes c. sexual assault
a. 12 c. 6 b. drug offences d. burglary
b. 10 d. 8 4. The Legal Services Commission has categorised burglary
2. Which of the following statements is true about the as a Class criminal offence.
Security Industry Authority (SIA)? a. E c. C
a. SIA is a non-government organisation responsible for b. D d. K
training coast guards.
5. refers to discrimination with an irrational
b. SIA prepares a data base of sensitive information about attitude of hostility directed against a race.
business tycoons.
a. Prejudice c. Nationalism
c. SIA was formed under the Equality Act 2010.
b. Marxism d. Stereotyping
d. SIA ensures certification of licensed private security
professionals.
|
6. refers to the unfair treatment of a person c. Private Security Industry Act 2001
who has complained about discrimination. d. Human Rights Act 1998
a. Direct discrimination c. Harassment 9. Which of the following is true about the Data Protection
b. Victimisation d. Indirect discrimination Act 1998?
7. Which of the following legal doctrines imposes a. It is based on the articles of the European Convention
responsibility upon the employer for the failure of an on Human Rights.
employee? b. It prohibits the transfer of personal data outside the
a. Temporary liability United Kingdom.
b. Individual liability c. It allows storage of personal data only till it is absolutely
c. Vicarious liability necessary.
d. Limited liability d. It allows the use of personal data in a way that is
adequate, but not excessive.
8. Which of the following acts controls how personal
information is used by organisations, businesses or the 10. A subject access request form, for any personal
government? information, can be submitted to the of a
company.
a. Equality Act 2010
a. licence holder c. security operative
b. Data Protection Act 1998
b. data controller d. stakeholder
True/False
Tick mark (✓) the valid option.

true false
1. The Security Industry Authority reports to the Defence Ministry under the terms
of the Private Security Industry Act 1995
2. Offences against children are categorised in class D by Legal Services
Commission.
3. Harassment refers to any unwanted behaviour that creates an offensive
environment for a person.
4. Compliance with the Data Protection Act 1998 is enforced by the Information
Commissioner’s Office.
5. An employer cannot be held responsible for a discriminating activity of a security
operative against a customer.
True 3.
1. False 2. True 5. False
True 4.
True/False
d 3. a 4. a 5. a 6. b 7. c 8. b 9. d 10. b
1. c 2.
Multiple Choice
Answer Key

Ch a p t e r 2
Health and Safety for
Private Security Operatives
Health and Safety at Workplace

H
ealth and safety management is the prime concern of
all business entities. Companies deploying security pro-
An employer was in breach of his duty towards his employees for fail- fessionals are no exception to this rule. According to the
ing to take reasonable care of work conditions despite being aware of latest health and safety statistics, 27 million working days are
the adverse effects of difficulties/hazards at work. The employer was annually lost due to work-related illness and workplace inju-
prosecuted in the court of law for the lapse. (Hiles v South Glouces- ries. Also, workplace injuries and ill health (excluding cancer)
cost society an estimated £13.4 billion on a yearly basis. The
tershire NHS Primary Care Trust) common causes of serious injury at work are slips, trips and
falls from height. A majority of workplace accidents can be
Health and Safety Statistics avoided if companies ensure proper standards of health and
Key Annual Figures 2011–12 safety.
◗◗ 1.1 million working people were suffering from a
work-related illness
◗◗ 172 workers killed at work
◗◗ 1,11,000 other injuries to employees were reported
under RIDDOR
◗◗ 2,12,000 over-3-day absence injuries occurred (LFS)
◗◗ 27 million working days were lost due to work-related
illness and workplace injury
◗◗ Workplace injuries and ill health (excluding cancer) cost
society an estimated £13.4 billion in 2010–11
8
Estimated working days lost and associated average days lost per case due to self-reported work-related illness or workplace
injuries
Estimated days lost (thousands) Average days lost per case*
Central 95% Confidence interval Central 95% Confidence interval
Year Lower Upper Lower Upper
All illnesses 2008–09 24,510 21,899 27,120 20.8 18.8 22.8
2009–10 23,427 20,878 25,976 18.5 16.7 20.4
2010–11 22,083 19,420 24,745 19.2 17.1 21.3
2011–12 22,681 20,011 25,351 21.1 18.9 23.4
All injuries 2008–09 4,694 3,927 5,461 6.5 5.5 7.5
2009–10 5,056 4,004 6,109 7.0 5.6 8.4
2010–11 4,358 3,406 5,311 7.2 5.7 8.7
2011–12 4,320 3,467 5,173 7.3 6.0 8.7
All illnesses 2008–09 29,204 26,474 31,933 15.9 14.5 17.3
and injuries 2009–10 28,483 25,698 31,269 14.9 13.5 16.2
2010–11 26,441 23,551 29,331 15.5 13.9 17.1
2011–12 27,001 24,165 29,837 16.8 15.2 18.4
Source: Labour Force Survey
*’case’ refers to persons suffering from a workplace injury or a particular type of work-related illness.
Health and Safety at Work etc Act 1974 Employers must do whatever is reasonably practicable to
The Health and Safety at Work Act etc. 1974 places onus on achieve this.
the companies to do what is reasonably practicable to mini- Among other things, the act discusses health and safety
mize workplace hazards and to provide a safe work environ- regulations, approved codes of practice, enforcement and the
ment. The act lists down the general duties of employers, functions of the Health and Safety Commission and the Health
employees, suppliers, manufacturers and people who control and Safety Executive. Breach of law may invoke an improve-
premises. According to the legislation, it is an employer’s duty ment notice, a prohibition notice or criminal proceedings
to protect the health, safety and welfare of his/her employees. against employers, managers and directors of the company.
Responsibilities •• consult employees on health and •• must make sure they do not do
of Employers and safety issues directly or through anything or fail to do something
safety representatives that puts someone else’s health and
Employees
•• make proper safety equipment safety at risk
Employers must: available to employees and others •• should obey safety instructions
•• assess possible risks to employees visiting the site •• should use safety and personal pro-
and people visiting the site •• provide safe working practices, rel- tective equipment properly
•• effectively control, remove or re- evant training and suitable personal •• must follow the site’s emergency
duce identified risks to a reasonable protective clothing or equipment to procedures to help protect them-
degree employees and others visiting the site selves in case of a mishap
•• give employees information about Employees:
the risks at the workplace and state •• must take reasonable care of their
how they are protected own health and safety
Chapter 2 Health and Safety for Private Security Operatives | 9

Enforcement Notices
The number of notices issued by HSE and local authorities fell in the latest
year after increases in each of the last three years.
15955 notices were issued by HSE and local authorities in 2011–2012, a
decrease of 13% from the previous year.
9910 enforcement notices were issued by HSE, a fall of 10% from the
previous year.
Local authorities issued 6,045 notices, down 17% from the previous year.
PUSH BAR TO OPEN PUSH BAR TO OPEN
Change indicator for

enforcement notices issued
Last Year
Since 2006–07
Since 2001–02
Improvement Deferred Prohibition Immediate Prohibition Total

09–10 HSE 5,749 47 3,888 9,727
Local authorities 4,680 50 1,380 6,110
Total 10,474 97 5,266 15,837
10–11 HSE 7,127 48 3,863 11,038
Total 12,747 98 5,463 18,308
11–12p HSE 6,132 20 3,758 9,910
Total 10,752 45 5,158 15,955
Enforcement Notices Issued by HSE and Local Authorities

20000
16000
12000
8000
4000
0
2002/03 2003/04 2004/05 2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12p
Notices issued by HSE Notices issued by local authorities
The Enforcement Management Model is a framework inspector to serve an improvement notice on a person if he/
that helps inspectors in taking enforcement decisions. Inspec- she believes that the person is violating or has violated one or
tors should follow the principles outlined in the Enforcement more of these statutory provisions.2A
Policy Statement (EPS) while initiating actions against the
supervisors/owners of the premises charged with the breach 2A
http://www.hse.gov.uk/enforce/enforcementguide/notices
of health and safety laws. Section 21 of the act allows an /notices-types.htm
|
A prohibition notice is served by an inspector in relation Risk Assessment is the evaluation of the possible risks in a
to an activity that is being, or is likely to be, carried on, and to product, situation, activity or course of action. In other words,
which any of the relevant statutory provisions apply (or will risk assessment involves identifying hazards, calculating the
apply). Sections 22 and 23 of the act deal with the service of risk and reducing or controlling the risk to an acceptable and
prohibition notices.2B reasonable degree.
UK regulation on health and safety demands high stand-
Risks and Hazards ards of monitoring. The economic benefit of good safety man-
Hazard refers to the exposure or vulnerability to injury, loss agement includes uninsured costs of accidents such as:
etc. In other words, anything that has the potential to cause
damage or harm is a hazard. work interruptions
investigation resources
Risk is the possibility or likelihood of incurring misfortune or loss. replacement of damaged equipment
temporary staff cover
2B
http://www.hse.gov.uk/enforce/enforcementguide/notices
/notices-types.htm
Fatal Injuries to Workers

There were 173 workers fatally injured in 2011–12 (provisional), equivalent to a
Change indicator for
rate of fatal injury of 0.6 per 1,00,000 workers.
worker fatalities
With the inclusion of the 2011–12 data into the time series, the trend for the lat-
est four years appears to show a levelling-off in the previous downward trend. Last Year
The rate for 2011–12 compares to a rate of 0.7 when an average of the previ-
ous five years is examined. Since 2006–07
Of the main industrial sectors, construction, agriculture, and waste and recy-
cling have the highest rates. These sectors accounted for 49, 33, and five fatal Since 2001–02
injuries to workers, respectively.
Year Employees Self-employed Workers

Number Rate (a) Number Rate (b) Number Rate (c)
2007–08 178 0.7 55 1.4 233 0.8
2008–09 127 0.5 52 1.3 179 0.6
2009–10 104 0.4 43 1.0 147 0.5
2010–11 122 0.5 53 1.3 175 0.6
2011–12p 118 0.5 55 1.3 173 0.6
(a) per 100000 employees (b) per 100000 self-employed (c) per 100000 workers
Number and Rate of Fatal Injuries to Workers

400 1.25
Number of Fatal Injuries
1.00
Rate of Fatal Injury
300
0.75
200
0.50
100
0.25
0 0.00
97/98 98/99 99/00 00/01 01/02 02/03 03/04 04/05 05/06 06/07 07/08 08/09 09/10 10/11 11/12p
Rate of fatal injury per 100 000 workers Number of fatal injuries

Common Examples of •• Lack of or poor training Spillage procedures
Workplace Hazards •• Violence and assaults •• No spillage kits
•• Overcrowding •• Lack of training
Equipment hazards
Housekeeping Fire
•• Dangerous machinery
•• Slippery floors •• Ignition sources
•• Services (electricity, water, gas,
compressed air) •• Dirty equipment
•• Combustible materials/flammable
•• Lack of planned maintenance •• Cluttered pedestrian gangways liquids
•• Lack of training Control of waste •• No smoking policy
•• Failure of permit-to-work system •• No control on hazardous waste •• Unsafe electrical installation and
•• Lack of regular testing appliances
Traffic movements
•• Little or no fire detection and warn-
Physical hazards •• Unsafe vehicle access and egress
ing systems
•• Slips, trips and falls •• Unrestricted access to hazardous areas
•• Inadequate protection from smoke
•• Ergonomics •• No speed controls
•• No fire fighting
•• Noise and vibration •• No parking restrictions
•• Blocked means of escape
•• Extremes of temperature •• Inadequate lighting of traffic routes
•• No fire drills and training
•• Radiation, including UV and infra red Materials handling and storage
First aid
Chemical and biological hazards •• A lack of handling devices, including
conveyors, lift trucks etc •• No first-aiders
•• Hazardous substances •• Inadequate facilities
•• Poor manual handling techniques
•• Pathogens (microorganisms hazard-
•• Inadequate product segregation Evacuation procedures
ous to human health)
•• Genetically modified organisms Contractors and visitors •• No evacuation plan
•• No visitors’ book •• No fire drill
Human factors
•• Poor health and safety information
•• Shift patterns for visitors
•• Lack of safety awareness and poor Credit: http://www.richmond.gov.uk/home
•• No induction training /business/health_and_safety/risk_assessment
attitude •• Lack of supervision /hazards_in_the_workplace.htm
Minimizing Risk to Personal Safety Hierarchy of controls is the tool to minimize (i.e. eliminate,
reduce or control) a hazard or a risk.
The six safe lifting techniques include: In order of effectiveness, the hierarchy of control has the
1 - Stop and think following elements:
2 - Position the feet
3 - Bend the knees I. Elimination
4 - Get a firm grip, keeping the back straight
5 - Slowly straighten your legs while holding If possible, completely removing the hazard is the best course
the load of action.
6 - Keep the load close to the body
II. Substitution
Remember:
The easiest way is not Replacing the hazard with a lesser hazard is the next best op-
always the safest way! tion. Make sure to assess the risks posed by the lesser hazard.
III. Engineering
If both elimination and replacement are not possible, make
amends to the process, equipment or plant to restrict the im-
pact of the hazard. For instance, switching to ‘wet’ processes
can reduce dust, enclosing or isolating the hazard limits the
|
Hierarchy of Control area of impact and installation of ventilation systems improves

Apply the highest level of control commensurate with the risk the flow of air.
level—lower value controls may be used in the interim until
long-term controls are implemented. IV. Administrative controls
Designing, amending or establishing policies and procedures
ELIMINATION
to minimise risks is another way of managing hazards. For in-
SUBSTITUTION stance, altering job scheduling to limit exposure, posting haz-
ard signs, restricting access and imparting training are some
ENGINEERING administrative controls that can alter the outcome.
V. Behaviour
ADMINISTRATIVE
Enforcing safe work practices, good housekeeping, and per-
BEHAVIOUR sonal hygiene practices also help manage hazards.
VI. Personal Protective Equipment
PPE
Personal protective equipment (PPE) acts as a barrier be-
tween the wearer and the hazard. Waterproof clothing, head-
wear, gloves, face shields, respirators, safety goggles, blast
Increasing Increasing
effectiveness participation and
shields, hard hats, stab-resistant vests, metal detectors, ear
and sustainability supervision needed defenders, eye protection, safety boots, radios, mobile phones
and torches are some examples of PPE.
Safety Signs Security Operatives Must Know

Hazardous
Prohibition Warning Mandatory Safe Conditions Fire Equipment
Substance
Response to Accidents/Injuries at Workplace The Health and Safety (First-Aid) Regulations 1981 place a
First aid refers to the emergency treatment administered to legal duty on employers to provide immediate attention to
an injured or sick person before medical help such as an am- employees who are injured or taken ill at work, and to provide
bulance or a doctor arrives. appropriate and adequate first aid equipment, personnel and

facilities. These regulations are applicable to all workplaces in- injury/illness, initiating action to protect and preserve life and
cluding those with less than five employees. finally calling for appropriate assistance.
The primary purpose of first aid is to minimize/reduce the They may seek help from any or all emergency services by
effects of injury or illness suffered at work. dialling 999 or 112. Police, ambulance, fire brigade, and coast-
The main aims of first aid are: guard have permanent emergency control centres and calls
to protect and preserve life may be routed through 999 or 112 to reach them.
to prevent injury/illness from getting worse However, before first-aiders/security operatives handling
to foster recovery an emergency situation call for help, they must be ready with
to make qualified medical help available the following information:
The minimum first-aid provisions on any work site include: The type of service required
The phone number he/she can be reached
a waterproof, airtight and well-stocked first-aid box
The exact location of the emergency
an appointed person to take charge of first-aid arrangements
Kind of accident and the degree of damage
information to employees about first-aid arrangements
The number of casualties
All first-aid boxes/rooms should be clearly identifiable with Potential dangers/hazards, if any
a white cross on a green background. They should be placed/
located where they can be seen/accessible easily. Health and Safety Accidents: Reporting
Procedures
A security operative can play a significant role in collecting,
A security operative must know the organisation’s:
compiling and recording details of accidents/injuries at work-
•• first-aid policy
place. This information finds mention in the accident book
•• action plan in medical emergencies and is often helpful in devising improved methods to ensure
•• qualified first-aiders in the team general health and safety of employees. Such information also
helps employers in identifying accident patterns and evaluat-
ing requirements for insurance.
Reporting of Injuries, Diseases and Dangerous

Occurrences Regulations 1995 (RIDDOR)
This law requires that injuries, diseases and dangerous occur-
rences are recorded and notified to the local enforcement au-
thorities such as Health and Safety Executive so that they can
suggest ways to avoid work-related deaths, injuries, ill-health
and accidental loss.
The RIDDOR report includes details about:
work-related deaths
serious injuries
cases of diagnosed industrial diseases
certain near miss or ‘dangerous occurrences’
Security operatives may not directly be accountable for
completing the RIDDOR report, but they can help supervisors,
managers or health and safety officers correct information
If security operatives are qualified to administer first aid in about dangerous occurrences.
emergency situations, they should begin by evaluating the Security operatives must be familiar with the site’s proce-
situation, containing the situation, determining the degree of dures for reporting medical incidents.
Key Terms
Enforcement Management Model p. 10 Personal Protective Equipment p. 13
First Aid p. 13 Prohibition Notices p. 11
Hierarchy of Control p. 12 Risk Assessment p. 11
|
Credits
http://www.hse.gov.uk/workers/employers.htm http://www.hse.gov.uk/firstaid/legislation.htm
http://www.hse.gov.uk/enforce/enforcementguide/notices http://www.hse.gov.uk/pubns/indg214.pdf
/notices-intro.htm http://www.hse.gov.uk/index.htm
http://www.hse.gov.uk/legislation/hswa.htm http://www.hse.gov.uk/firstaid/review/firstaidl74.pdf
http://www.hse.gov.uk/enforce/enforcementguide/notices http://www.hse.gov.uk/pubns/indg453.pdf
/notices-types.htm
http://www.hse.gov.uk/riddor/
http://www.richmond.gov.uk/home/business/health_and
http://www.sia.homeoffice.gov.uk/Pages/home.aspx
_safety/risk_assessment/hazards_in_the_workplace.htm
Multiple Choice
1. Hierarchy of controls is a tool to . 7. In the hierarchy of control, displaying hazard signs at
a. assist inspectors in making enforcement decisions the work place is an example of which of the following
b. evaluate uninsured costs of accidents elements?
c. develop action plan for emergencies a. behaviour
d. minimise a hazard or a risk b. engineering
c. administrative controls
2. What sections of the Health and Safety at Work Etc Act
1974 list out provisions for the service of prohibition d. personal protective equipment
notices? 8. Which element of the hierarchy of control encourages
a. 19 and 20 c. 20 and 21 good personal hygiene practices?
b. 22 and 23 d. 24 and 25 a. administration
3. refers to the likelihood of incurring b. engineering
misfortune or loss. c. evaluation
a. Risk c. Elimination d. behaviour
b. Hazard d. Prohibition 9. Which of the following is NOT an element of the hierarchy
4. involves identifying hazards, calculating of control?
the probability of an accident and controlling it to an a. prohibition
acceptable degree. b. elimination
a. Critical Thinking c. administrative
b. Administrative Restraint d. behaviour
c. Risk Assessment 10. Which of the following is the recommended sequence
d. Enforcement Management of administering first aid by a qualified security
5. Which of the following is NOT included in RIDDOR report? operative?
a. work-related deaths a. evaluate and contain the situation; determine the
illness; protect life; call for assistance
b. enforcement decisions
b. protect life; determine the degree of illness; evaluate
c. cases of diagnosed industrial diseases
and contain the situation; trouble-shoot
d. near miss or dangerous occurrences
c. call for assistance; evaluate and contain the situation;
6. Changing the original process to restrict the impact of a protect life and property
hazard is referred to as . d. determine the degree illness; evaluate and contain the
a. prohibition c. replacement situation
b. engineering d. evaluation

True/False

true false
1. Section 23 of the Health and Safety at Work Etc Act 1974 has provisions for an
improvement notice to be served in contravention cases.
2. Health and Safety Regulations 1981 require law enforcing agencies to provide
appropriate equipment for first-aid attention.
3. Radios, mobile phones and torches can be categorized as personal protective
equipment.
4. The RIDDOR report contains information about cases of work-related deaths,
injuries and ill-health.
5. The security operative of a company is directly responsible for completing
the RIDDOR report.
False 3.
True 4.
True/False
b 3. a 4. c 5. b 6. b 7. c 8. d 9. a 10. a
1. d 2.
Multiple Choice
Answer Key
|
C h a p te r 3
Fire Safety Awareness
New Look Retailers in London’s Oxford Street was fined £250,000 The Elements of Fire
and £150,000, respectively, for the company’s failure to provide Oxygen
an appropriate and sufficient fire risk assessment and for inad-
equate safety training to its staff, following a major fire at its
premises in November 2009. Commenting on the court verdict, O2
London Fire Commissioner Ron Dobson said: ‘Over £1m in fines
shows how serious the Courts are taking fire safety, and now it’s
time for the responsible persons at these premises to understand
that ensuring buildings are safe for all the people that use them
is not an optional task. When we are informed about fire safety
issues or find them as part of our inspection programme, we
will act’. Fire
F
ire risk assessment and fire safety training are the two
Fuel Heat
most significant aspects of fire management for all busi-
ness entities. Fire accidents endanger lives, damage Fire requires three primary elements to stay ignited, namely
property worth millions and interrupt businesses. Security oxygen, fuel and heat. In other words, the onset of fire requires
operatives must be aware of both the prevention and the ac- any or all of the following:
tion plan for fire accidents. Court verdicts such as in the case Oxygen to sustain combustion
of New Look fire encourage regulators to keep fire safety high Heat to raise the material to its ignition temperature
on the agenda. Some kind of fuel or combustible material
According to the statistics for 2011–12, Great Britain re-
ported 380 fire fatalities; Out of this, England reported 304 What Causes Fire?
fire fatalities; Wales, 19; and Scotland, 57. Similar figures for Fuel and oxygen combine to cause an exothermic reaction that
non-fatal fire accidents are 11,298 for Great Britain, 9,319 for produces heat. In combustion reaction, oxygen molecules react
England, 581 for Wales and 1,398 for Scotland. Table 1 indi- with fuel to produce carbon dioxide molecules and water. The
cates that in 2011–12, maximum fire accidents were reported chemical bonds of the reactants (oxygen and fuel) are broken, re-
between 7 pm and 9 pm. The sources of ignition for most fires sulting in the formation of new bonds in the products (carbon di-
reported in 2011–12 were smokers’ materials, cooking appli- oxide and water).The newly formed bonds release energy, which
ances and electrical appliances. shows up as heat or thermal energy.
17
Casualties by time of day, Great Britain, 2011–12
Hospital Hospital Precautionary
Number of Fatal, Serious Slight First Aid Check
HOUR in DAY Incidents fire-related Injuries Injuries Given Recommended
11–12 7,964 15 45 138 139 95
12–13 9,792 25 33 178 161 97
13–14 11,183 10 30 160 209 92
14–15 12,754 9 51 175 159 125
15–16 14,924 25 45 169 197 113
16–17 17,631 24 33 231 229 128
17–18 20,706 13 59 247 264 149
18–19 22,501 12 47 266 273 177
19–20 23,722 19 46 231 240 129
20–21 23,328 15 63 225 228 150
21–22 19,814 18 44 238 205 138
22–23 15,216 21 49 228 180 136
23–00 11,824 17 26 216 161 122
00–01 9,675 27 56 212 184 88
01–02 7,990 18 41 201 135 103
02–03 6,470 15 30 197 114 100
03–04 5,342 8 28 163 88 80
04–05 4,398 11 24 126 93 80
05–06 3,557 9 32 100 68 54
06–07 3,248 10 12 68 46 51
07–08 3,664 17 23 103 63 45
08–09 4,667 20 21 103 90 46
09–10 5,343 10 35 88 108 61
10–11 6,372 12 24 139 106 100
Average Hour, rounded 11,340 20 40 180 160 100
Credit: https://www.gov.uk/government/publications/fire-statistics-great-britain-2011-to-2012
Security operatives must know how to extinguish fire. It is

important to know that if any of the three elements of fire is The Regulatory Reform Order 2005 applies to:
taken away, the fire gets extinguished. Fire extinguishers make •• Offices and shops
use of this principle to douse the flames. In other words, fire •• Premises that provide care, including care homes
safety draws from the principle of keeping fuel sources and and hospitals
ignition sources apart.
•• Community halls, places of worship and other com-
munity premises
The Regulatory Reform (Fire Safety) •• Pubs, clubs and restaurants
Order 2005 •• Schools and sports centres
The Regulatory Reform Order puts onus on individuals within •• Tents and marquees
an organisation to carry out risk assessments to identify, •• Hotels and hostels
manage and reduce the risk of fire. In other words, any per- •• Factories and warehouses
son who has some level of control in the premises must take
|
Classification of Fire on the basis of action required to counter it
•• Solid fuels: wood, •• Flammable liquids: •• Flammable gases: •• Metals: sodium, •• Cooking oils and •• Electrical: electrical
paper, fabric, plastic petrol, jet fuel, methane, hydrogen, potassium, radium, fats: vegetable oils, equipment, over-
gasoline, methanol, propane zinc, magnesium palm oil, butter loaded adaptors
ethanol, thinners and sockets, light
fixtures, extension
cords, space heaters,
outdated wiring
reasonable steps to reduce the risk from fire and make sure Averting Fire
people can safely escape if there is a fire. Accidents: Basic
The order applies to all premises and covers nearly every
Prevention
type of non-domestic building, structure and open space.
Security operatives can help avert major fire accidents by If statistics are an indication, in-
timely action. Other than identifying the potential sources of flammable material, electrical
fire, door supervisors can initiate preventive measures. To begin and cooking appliances, power
with, employers must identify a competent person to carry out distribution and space heating
and document fire risk assessment of the work premises. The appliances are some of the key
responsibility of informing, training and sharing instructions on sources of ignition for major
fire safety with the employees lies with the employers. fires reported in the last decade.
Who according to the Regulatory Reform Order 2005 is a re- Faulty electrical wiring, reckless
sponsible person? Anyone who has control of premises or any- smoking and poor maintenance
one who has a degree of control over certain areas or systems contribute to higher fire risk as-
may be a ‘responsible person’. The definition includes the em- sessment rating of any business
ployer, the managing agent and the occupier of the premises. premises.
Types of Fire
Top five products that cause maximum number of elec- Extinguishers
trical fires in UK homes are:
Fire extinguishers have limited
•• Electric cooking appliances (cooker, microwaves)
capacity and they can be used
•• Laundry appliances (washing machines, tumble dryers) to put out small fires. It is crucial Antonio V. Oquias/Shutterstock.com
•• Electrical lighting for the security operatives to understand the classifications of
•• Portable heaters fire to ensure that correct fire extinguisher is used to douse the
•• TVs flames. Portability is one of the key advantages of fire extinguish-
In total, these five types of products trigger almost ers. All security operatives must know which fire extinguisher
12,000 fires each year resulting in 3,000 fire injuries. should be used in what type of fire, how to use fire extinguishers
Source: Electrical Safety Council and where to find the extinguisher on the premises. Using inap-
propriate fire extinguisher can lead to disastrous consequences.
Action points •• To get rid of or reduce the risk from •• To create a plan to deal with any
fire as far as is reasonably possible emergency
•• To carry out fire risk assessment,
identifying possible dangers and •• To provide general fire precautions •• To keep a record of your findings
risks to deal with any possible risk •• To review the findings when
•• To consider who may be especially •• To take other preventive measures if necessary
at risk flammable or explosive materials are
used or stored
Chapter 3 Fire Safety Awareness | 19

Preventive Measures: Checklist •• Ensure that cables and wires are not •• Monitor employees using blow-
for Security Operatives trapped under furniture lamps and cutting or welding
•• Ensure that all non-essential electri- •• Report faulty electrical equipment equipment
cal gadgets are switched off immediately •• Maintain temperature control to
•• Ensure that all electrical wiring, •• Keep electrical equipment away avoid need for portable heaters or
plugs and sockets are sound, cor- from sources of heat coolers
rectly fused and not overloaded •• Prohibit smoking inside the premises •• Design or position heaters, machin-
•• Ensure that all electrical appliances are •• Keep heat sources away from com- ery or office equipment so that ven-
PAT (portable appliance testing) tested bustible material tilators are not obstructed
•• Ensure that cables and wires do not •• Prevent accumulation of easily ignit- •• Supervise cooking facilities
run under carpets able rubbish or paper
Know Your Fire Extinguisher

Sources of Ignition Fire Extinguisher to be Used
Combustible materials: What works: Water fire extinguishers.
wood, paper, textiles, straw, How does it work: The water soaks the materials and cools them to extinguish fire.
coal, tires How to use: Point the jet at the foot of the flames and move it across the area under fire.
Ensure all areas of fire are out.
Liquids or materials that What works: CO2 (carbon dioxide) fire extinguishers.
liquefy: fats, oils, petrol, How does it work: Carbon dioxide, a non-inflammable gas (that is heavier than oxygen),
paints, alcohol, paraffin replaces the oxygen and absorbs the heat to extinguish the fire.
How to use: Direct the discharge horn at the base of the flames and move the jet across
the area of the fire.
Gases: hydrogen, natural What works: Powder fire extinguishers.
gas, methane, propane, How does it work: Dry chemical extinguisher interrupt the chemical reaction of the fire
acetylene by coating the fuel with a thin layer of powder or foam, separating the fuel from the sur-
rounding oxygen.
How to use: Point the jet or discharge horn at the base of the flames and, with a rapid
sweeping motion, drive the fire towards the far edge until all the flames are out.
Metals: sodium, magne- What works: Special fire extinguishers.
sium, aluminium, lithium, How does it work: The extinguisher forms a crust to insulate the metal to prevent access
potassium to other combustible material and smothers the fire by preventing atmospheric oxygen
from reacting with the metal.
How to use: Requires training.
Electrical: Electrical What works: CO2 (carbon dioxide) fire extinguishers, dry chemical fire extinguishers.
equipment, short- How does it work: CO2 extinguisher puts out fire by displacing oxygen at the surface
circuiting, overloaded of the fire. If the ignition source remains, dissipation of CO2 gas may reignite the fire.
cables Dry chemical fire extinguishers leave a blanket of non-flammable material on the extin-
guished material thereby reducing the likelihood of reignition.
How to use: Pull pin, rupture cartridge if applicable, squeeze nozzle to release agent;
direct discharge at base of flames, then direct it at remaining material that is burning.
|
Other Firefighting Equipment Fire hose couplings: Metal pieces (steel, brass, or alumin-
ium) at the end of fire hoses used to connect the hose to
Fire hose: A high pressure, flexible pipe used to carry water
additional fire appliances
or foam to extinguish the fire
Fire blankets: Tools that deprive fire of the oxygen to en-
sure that blaze is restricted and doesn’t spread; particularly
useful for rapid firefighting intervention
Ev Thomas/Shutterstock.com
Security operatives must know how fire extinguishers work
Fire hose reels: Long lengths of rubber hose connected

to main water supply; quick action tools that help firefight-
Fire blanket
ers make efficient use of vehicle space and cover long dis-
tances to douse flames
Fire monitors: High-capacity water jets mounted on top
of fire trucks; used for manual firefighting; in specific, they
accommodate foam that is injected in the upstream piping
Fire nozzles: A projected pipe or spout at the end of a hose
to regulate and direct the flow of fluid; allows firefighters to
select the most appropriate flow rate and operating pressure
Firefighting trailers: Mobile firefighting stations used for
large industrial or wild land fires
Sprinklers: Used to spray water onto the fire through out-
lets in the ceiling
Dry/Wet risers: Long water pipes running across the ceil-
ings, allowing water to be dispensed through sprinklers
Gas-Based flooding systems: They flood the fire area
with CO2; used for fire zones that contain electrical gadgets
Foam-Based flooding systems: These systems use sprin-
Ery Azmeer/Shuttertsock.com
klers to flood the fire area with foam; used for fire zones that
store flammable liquids
Fire Doors and Exits

Fire door is an internal door that provides an escape route
Hose reel
through the building other than compartmentalizing the fire.

Fire doors help in containing the flames and prevent smoke
and fire from spreading to other sections of the building.
Fire exit is a strategically located, outward opening
door with exit signs leading to it. There are two types of fire
exits—internal and external. Internal fire exits slow down
the smoke and restrict the flames, while external fire exits
facilitate quick and unhindered escape to safety. Fire exits
should be clearly marked, unobstructed, and possibly fol-
low the direction of the traffic flow.
At the fire assembly points, the security officer should tally

the head count for staff members and visitors with the attend-
ance register and visitors’ book, respectively. It is imperative
that security operatives stay calm, composed and alert. They
Yellow doors (internal fire exit) are meant to restrict the
Fire doors (marked in yellow) contain the spread of smoke/fire; Fire exits must act in an assertive manner, make the right decisions and
spreadinofgreen)
(marked fire. Green
facilitatedoors (external
safe departure fromfire
fire exit)
zone. are used communicate clearly and effectively to people while guiding
for safe exit from the fire zone them to safety.
Evacuation: To Do List for Security Operatives

Security operatives should be aware of the positions they are
required to take in case of fire. They must be familiar with the
location and the operational details of fire alarms, emergency
exits and equipment such as fire extinguishers. In case of
evacuation, security operatives are required to guide people
to fire assembly points on the premises.
As soon as security operatives discover fire, they should do
the following:
Sound the alarm or alert everyone that there is a fire
Call the fire brigade (manually or by activating the alarm
that automatically sends signal)
Start evacuation to protect life and property
Fight off the fire if it is a minor one
Use the equipment/fire exits to get people out to safer places
When fire services arrive, the firefighters should be guided
to the location and the cause of fire. Security operatives
should give them a list of missing people and point out spots
All first aid boxes are now green in colour with a white
on fire. They must also spell out the potential risk areas such as
cross on them
power stations and generators.
|
Key Terms
Combustible p. 17 Fire Exit p. 22 Fire Nozzles p. 21
Combustion p. 17 Fire Hose Couplings p. 21 Firefighting Trailers p. 21
Exothermic p. 17 Fire Hose Reels p. 21 Ignition p. 17
Fire Blankets p. 21 Fire Hose p. 21
Fire Door p. 21 Fire Monitors p. 21
Credits
http://www.gov.uk/government/uploads/system/uploads http://www.hse.gov.uk/services/fire/statistics.htm
/attachment_data/file/14879/making-your-premises http://www.firesafe.org.uk
-safe-short-guide.pdf /types-use-and-colours-of-portable-fire-extinguishers/
http://www.gov.uk/government/organisations http://www.sia.homeoffice.gov.uk
/department-for-communities-and-local-government
/series/fire-statistics-great-britain
Multiple Choice
1. Which of the following elements is not required for a fire 5. is a non-flammable gas which absorbs heat
to stay ignited? and helps to extinguish fire.
a. Oxygen a. Propane
b. Fuel b. Hydrogen
c. Heat c. Carbon dioxide
d. Carbon dioxide d. Methane
2. Who, according to the Regulatory Reform (Fire Safety) Order 6. Which of the following is a high-capacity water jet
2005, is responsible for carrying out risk assessments to mounted on top of a fire truck that can accommodate
identify, manage, and reduce the risk of fire on a premises? foam injected in the upstream piping?
a. the local authority and its representatives a. foam-based flooding system
b. the fire association and its representatives b. wet riser
c. the owner and the managing agent of the venue c. fire sprinkler
d. the national fire fighters forum and its managing agents d. fire monitor
3. During an exothermic reaction, what is the end product 7. What should a security operative do as soon as he or she
when chemical bonds are broken in the reactants? detects fire?
a. water and carbon dioxide a. Locate first aid boxes
b. carbon dioxide and hydrogen b. Switch off fire alarm
c. hydrogen and carbon dioxide c. Sound fire alarm
d. carbon dioxide and oxygen d. Move customers to adjacent premises
4. Which one of the following is the most likely source of a 8. Which of the following is particularly useful for rapid fire-
metal fire? fighting intervention?
a. methane a. Gas-Based flooding system
b. ethanol b. Foam-Based flooding system
c. magnesium c. Dry/ Wet raiser
d. hydrogen d. Fire blanket

9. The taking away of which one of the following will result 10. Which of the following extinguishers works best for elec-
in a fire being extinguished? trical fires?
a. fuel a. Water fire extinguisher
b. thermal energy b. Powder fire extinguisher
c. water c. Dry chemical fire extinguisher
d. carbon dioxide d. Special fire extinguisher
True/False
true false

1. Fuel and carbon dioxide combine to cause an exothermic reaction.

2. Methane is a flammable gas.
3. Internal fire exits provide an escape route in case of fire.
4. In case of evacuation, security operatives should attempt fighting off the fire if it is a
minor one.
5. Hose couplings are long lengths of rubber hose connected to the main water supply.
True 5. False
True 3. False 4.
1. False 2.
True/False
c 3. a 4. c 5. c 6. d 7. c 8. d 9. a 10. c
1. d 2.
Multiple Choice
Answer Key
|
C h a p te r 4
Emergency Procedures
Emergency/Major Incident
A
situation such as this poses a threat to the employees,
public or environment, gets the operations scrapped
Steam billows from a tank containing acetic acid at a large brewery. or suspended, and paves way for an urgent, immediate
The security operative calls the Fire and Rescue service, which upon action to deal with a workplace emergency. Any emergency
arrival evacuates the manufacturing plant, creates a 300m exclusion scenario that has the potential to cause major disruption, af-
zone and sets to work. The brewery is back to running within 2 hours. fects large numbers of people, causes a substantial amount
of damage or creates a strain on resources is referred to as a
(http://www.veoliaenvironmentalservices.co.uk/Main/Services major incident.
/For-business/Emergency-response/Case-studies/)
Types of Emergencies or
Major Incidents
Natural
Extreme weather
Flooding
Landslides
Earthquakes
Epidemics
Heat waves
Man-Made
Air, rail, waterways and road accidents
Escape of dangerous chemicals
Explosions
Radiation incidents
E.G.Pors/Shuttertsock.com
Terrorist attacks
Crowd-related incidents
Oil pollution
Fire and building collapse
25
Emergency Actions •• Summoning the emergency ser- •• Incident control
vices (i.e., call 999 or 112) •• Liaison with emergency services
Actions for security operatives to follow •• Crowd management, including
•• Providing first aid and medical
in an emergency should include the evacuation, where necessary assistance
following:
•• Evacuation of people with
•• Raising the alarm disabilities Credit: http://www.hse.gov.uk/event-safety
/incidents-and-emergencies.htm
•• Informing the public •• Traffic management, including
•• Onsite emergency response (i.e., use emergency vehicles
of fire extinguishers)
Procedure for Making Emergency Calls Be prepared to give the following information: What has
happened? Where is the location of the emergency?
It is integral that security officers know the proper procedure
Who was involved? Did anyone get hurt? If so, how many
for calling emergency services so that appropriate help can be
people?
delivered in a timely manner. The following guidelines should
Be calm and give clear, concise answers to the call-taker.
be followed:
Ensure that your phone stays on or provide the call-taker
Call toll-free numbers 999 or 112. Call 111 if the situation with an alternative phone number, so the emergency ser-
is not life-threatening and is less urgent. If possible, use a vices personnel can call you back if more information is
telephone box or other landline phone so the call-taker can needed.
trace the call location if necessary.
Emergency Contact Numbers
Emergency Services
For fire, police and ambulance, dial 999 or 112. Call 111 if
you need quick medical help.
St John Ambulance
Telephone: 020 7324 4000
Website: http://www.sja.org.uk
Red Cross
Telephone: 020 8944 0246
Website: http://www.redcross.org.uk/
Samaritans
Telephone (Kingston): 020 8399 6676
Website: http://www.samaritans.org/
Fire, personal injury and bomb threat scenarios call for spe-
cific expedient measures that help the security officer gain
effective control over the situation on hand and save human
lives and property. In any emergency situation, it is important
to remember that protection of property is secondary to pres-
ervation of life.
bikeriderlondon/Shutterstock.com
Fire Emergency Procedures3

1. As soon as the fire alarm is activated, evacuate quickly by
the most direct route.
http://www3.hants.gov.uk/firesafetyinductionworkbook.pdf
3
|
5. Once you have evacuated from the building and are in

a safe location, ensure the fire brigade is immediately
notified by phoning 999.
6. Go to your assembly point and report to your fire marshal.
Personal Injury Emergency Procedures
2. If you discover a fire, shout to notify those in the
Tyler Olson/Shutterstock.com
immediate danger area and activate the fire alarm.
Evacuate from the building by the safest route. When
evacuating from a smoke-filled room, the safest
breathing area is the nearest floor. Close all doors and
windows behind you as you go, if you are the last one
The following actions should be considered for implementa-
out and if it will not endanger yourself, to stop the fire
tion in cases of personal injury incidents:
from spreading.
3. Never place yourself in further danger. Tackle a fire, only Establish the nature and extent of the emergency without
if it is small and you are certain that you can do so delay.
safely, by moving flammable material and using a fire Ensure that all group members are safe and looked after at
extinguisher. all times.
4. Ensure that disabled staff/visitors are escorted to a refuge Establish the names of any casualties and arrange immedi-
area or out of the building. ate medical attention.
Ensure that a leader accompanies casualties to hospital.
Notify the police if necessary (and British Embassy/
The Most Common Types of Workplace Consulate if abroad).
Accident/Injury Inform the base contact (who can contact other parties).
Security officers should take care to avoid putting them-
•• Trips/slips or falls
selves in unnecessary danger when responding to an emer-
•• Electrical incidents
gency. The safety of the group needs the security officer to be
•• Manual handling/ fully capable, not disqualified by a serious personal injury.
lifting
•• Sprains and strains Actions in First Response Situations
•• Back injury Requiring First Aid4
•• Head injury First aid for:
•• Neck injury Someone who’s unconscious and not breathing:
antos777/Shutterstock.com
•• Repetitive strain 1.Tilt the person’s head backwards to check breathing; look
injury and feel for breaths. 2. Call 999 for help. 3. Push downwards
Other less common firmly, at a regular rate, in the middle of the chest and release;
injuries/illnesses in the continue until you get help.
workplace include occupational asthma, deafness, Someone who’s choking: 1. Call 999 for help. 2. To dislodge
vibration white finger and dermatitis. the object, hit the person’s back firmly between the shoulder
blades.
Credit: http://www.workplacesafetyadvice.co.uk/common-
injuriescauses-accidents-work.html 4
http://www.redcross.org.uk/What-we-do/First-aid/Everyday-First-Aid
/Fast-first-aid-tips
Chapter 4 Emergency Procedures | 27

Procedures for Handling precise about the location and tim- cannot get hold of anyone, inform
Bomb Threats ing of the alleged bomb and whom the police directly.
the caller represents. If possible, 6 If you have not been able to record
Most bomb threats are made over the keep the caller talking. the call, make notes for the police.
phone and the overwhelming majority 3 Ensure that any recording facility is And do not leave your post, unless
are hoaxes, although terrorists do make switched on. ordered to evacuate, or until the po-
hoax calls with the intent of causing 4 When the caller rings off, dial 1471 lice arrive.
alarm and disruption. Any hoax is a crime (if that facility operates and you
and, no matter how ridiculous or uncon- have no automatic number display) Credit: http://www.cpni.gov.uk/Security-
vincing, must be reported to the police. Planning/Business-continuity-plan
to see if you can get the caller’s /Bomb-threats/
Follow these basic measures for han- number.
dling a bomb threat:
5 Immediately report the incident to
1 Stay calm and listen. the relevant manager or security
2 Obtain as much information as team to decide on the best course
possible—try to get the caller to be of action and notify the police. If you
Signs and Behaviours •• Someone buying or

that could Indicate storing large amounts
of chemicals for no ob-
Unusual, Suspicious or
vious reason
Terrorist Activity
•• Someone taking an
Laila Kazakevica /Shutterstock.com

•• Someone filming, drawing, taking interest in security—like
notes or photographs or just watch- CCTV cameras—for no
ing for extended periods obvious reason
•• Someone with a large number •• Someone behaving
of mobile phones for no obvious strangely, for example,
reason nervous, perspiring, If anything seems suspicious, call
wearing overly warm clothing, the confidential Anti-Terrorist Hotline:
•• Someone with passports or other
bringing unusual packages into 0800 789 321. People with deafness or
documents in different names for no
premises hearing difficulties can use a text phone
obvious reason
•• Vehicles parked in suspicious to dial 0800 032 4539.
•• Someone who travels for long pe-
circumstances
riods of time but is vague about Credit: http://www.dorset.police.uk/default
where he or she is going •• Packages or bags left unattended .aspx?page=2961
Someone who’s unconscious and breathing: 1. Call 999 A broken bone or fracture: 1. Prevent unnecessary move-
for help. 2. Tilt the person’s head backwards to check breath- ment by supporting the injury with clothing, cushion or the
ing; look and feel for breaths. 3. Ensure that the person is person’s hand. 2. Call 999 for help and continue to support
moved onto his or her side and the head is tilted back. until you provide help.
Someone who’s bleeding heavily: 1.Try to stop or slow Heart attack: 1. The person may have persistent, vice-like
down the blood flow by applying pressure on the wound by chest pain, which may spread to his/her arms, neck, jaw, back
using any available thing. Maintain pressure on the wound until or stomach. 2. Make sure the person is in a position that is
you get help. 2. Call 999 for help. comfortable for him/her (e.g., sit him/her on the floor, leaning
against a wall or chair). 3. Give him/her constant reassurance
Burns: 1. Use cold running water to cool the burn. 2. Use a
while waiting for the ambulance.
clean plastic bag or cling film and cover the burn loosely.
3. Call 999 if help is required..
|
First Aid Contact

If there is a medical emergency or life-threatening situ-
ation, call 999 or 112 (European Union) immediately. For
anything less urgent, call 111 (set to replace NHS Direct).
2. After the seizure, help the person rest on his/her side with
the head tilted back.
Diabetes: 1. Give the person something sweet to eat or a non-
diet drink. 2. Reassure the person. If things don’t improve, call 999.
Asthma attack: 1. Make the person sit in a comfortable posi-
tion and take the medication. 2. Reassure the person; call 999
for help if the attack becomes severe.
Poisoning and harmful substance: 1. Call 999 for help.
2. Do not make the person uncomfortable. 3. Establish the
substance taken: what is taken, how much and when.
Head injury: 1. Ask the person to rest and apply a cold com-
press to the injury (e.g., frozen vegetables wrapped in a tea
towel). 2. If the person becomes drowsy or vomits, call 999.
Someone who’s distressed: 1. Show you are listening and
Stroke: Think FAST. Face: Is there weakness on one side of
calmly ask him/her how you can help. 2. Be considerate of
the face? Arms: Can the person raise both arms? Speech: Is
what is going on around the person and what he/she needs.
the person’s speech easily understood? Time: to call 999.
In each of the previously mentioned and all other first
Seizures (epilepsy): 1. Do not restrain the person but use response situations, ensure that you call 999, unless it is
a blanket or clothing to protect his/her head from injury. unnecessary.
Key Terms
Bomb Threats p. 28 First Aid p. 27 Personal Injury p. 27
Emergency Actions p. 26 Major Incident p. 25 Suspicious Activity p. 28
Fire Emergency p. 26
Credits
http://www.richmond.gov.uk/home/safer_communities http://www.cityoflondon.police.uk/CityPolice/Departments
/accidents_emergencies_and_safety/council_planning /CT/reportingsuspiciousactivity.htm
_for_incidents/what_is_a_major_incident.htm http://www.educationscotland.gov.uk
http://www.hse.gov.uk/event-safety/incidents-and /learningteachingandassessment/approaches
-emergencies.htm /outdoorlearning/healthandsafety/guides/emergencies.asp
http://www.richmond.gov.uk/home/safer_communities http://www.road-safety.org.uk/downloads/resources
/accidents_emergencies_and_safety/emergency /streetsense-level-b-booklet---activity-6---emergency
_information_contacts_and_advice/emergency -calls-at-road-traffic-accidents/
_contact_list.htm http://www.sia.homeoffice.gov.uk
http://www.redcross.org.uk/

Multiple Choice
1. Which of the following is one of the most common types 6. Which of the following is a basic measure for handling a
of workplace accidents/injuries? bomb threat?
a. occupational asthma c. heart attacks a. Leave your post until the police arrive
b. heavy bleeding d. electrical incidents b. Keep the caller talking for a long time
2. Which of the following scenarios does NOT suggest c. Avoid making notes to dodge suspicion
terrorist activity? d. Do not switch on any recording facility
a. a person having several mobile phones for no reason 7. Which of the following should a security operative NOT do
b. a person having several passports in different names in an emergency?
c. a person carrying large packages or bags a. managing traffic c. waiting for police to evacuate
d. a person filming and photographing a building for b. informing the public d. managing the crowd
extended periods 8. In an emergency, which first aid response is accurate for a
3. Which of the following is an appropriate first aid response person suffering from diabetes?
to a person who is choking? a. Give the person something sweet to eat or a non-diet
a. Hitting the person firmly on his or her back between drink.
the shoulder blades b. Check to see if the person can raise both arms.
b. Tilting the head of the person backwards to look and c. Reassure the person and help him/her sit in a
feel for his breaths comfortable position
c. Encouraging the person to support himself/herself d. Ask the person to rest and apply cold compress.
with his/her hand
9. Which of the following numbers should be dialled if a
d. Restraining the person by using a blanket or clothing situation is not life-threatening and is less urgent?
to protect him/her against injury
a. 911 b. 999 c. 112 d. 111
4. First aid rules for a require encouraging an
10. Which of the following is the final step of the fire
injured person to support the injury with his/her hand, or
emergency procedure?
use a cushion to prevent unnecessary movement.
a. evacuating gradually through the least crowded route
a. fracture b. stroke c. heart attack d. seizure
b. notifying witnesses of the danger in their vicinity
5. Which of the following is NOT an action point in case of
c. escorting members of the staff to a safe place in the
incidents involving personal injury?
building
a. Ensure all group members join rescue work
d. going to the assembly point and reporting to the fire
b. Establish the extent of the emergency marshal
c. Establish the names of casualties if any
d. Notify British Consulate/Embassy if abroad
True/False
true false

1. When evacuating from a smoke-filled room, the most dangerous breathing area is the
nearest building.
2. Bomb threats that are unconvincing need not be reported to the police.
3. Terrorists never make hoax calls with the intent of causing alarm and disruption.
4. When the fire alarm gets activated, evacuate quickly by the most direct route.
5. In case of a head injury the person should be asked to rest and a cold compress should be
applied to the injury.
a 9. d 10. d
7. c 8.
1. d 2. False 3. False 4.
c 3. a 4. a 5. a 6. b 1. False 2. True
True 5.
Multiple Choice True/False
Answer Key
|
C h apt e r 5
The Private Security

Industry: An Overview
On September 22, 1989, an IRA bombing at the Royal Marine bar- purpose of regulating the sector. The vision of SIA is to curb
racks in Deal (Kent, England) killed 10 marines and injured another criminality by raising the standards in the private security in-
dustry. SIA reports to the Home Secretary and its mission is to
23. Press reports pointed out that the responsibility for guarding the be an effective, fair and efficient regulator of the industry.
barracks had been transferred from the Marines to a relatively large SIA contributes by:
private security company in January 1988. The case triggered a huge making communities safer
public debate on inadequacies of private security companies in per- curtailing crime
forming state-contracted guarding functions. In 1999, the govern- protecting public from terrorism
recognizing quality service in the sector
ment published a white paper on regulating private security industry
in England and Wales. The debate settled after the Private Security The two main functions of SIA are:
Industry Act 2001 came into effect. Effective March 2006, all individu- compulsory licensing of individuals undertaking desig-
nated activities within the private security industry
als working in the contract guarding sector in England and Wales are
managing the voluntary Approved Contractor Scheme,
required to get licenses from the Security Industry Authority (SIA). which measures private security companies against inde-
pendently assessed criteria5
Licensing ensures that private security operatives are ‘fit
and proper’ to undertake the jobs assigned to them. In other
The Key Purpose words, it ensures that the manpower in the industry is prop-
Protection and safety of people and property are the key pur- erly trained, qualified and job-ready.
poses of the private security industry. The private security in- SIA licence is mandatory for anyone wishing to work as a se-
dustry plays a major role in preventing crime in the United curity operative. To take up work in the private security industry
Kingdom by providing manned and technical protection to without an SIA licence is a criminal offence and calls for a fine of
people and their property. The range of services offered by up to £5,000. The offence may even attract imprisonment for a
the sector include guarding cash and valuables in transit, close period up to 6 months. Also, the security company hiring or de-
protection, door supervision, public space surveillance, security ploying an unlicensed security operative is liable for the offence.
guarding, restriction and removal of vehicles, patrolling streets
and assisting police in investigations, among other things. Approved Contractor Scheme
The Private Security Industry Act 2001 requires the SIA to es-
Security Industry Authority: tablish a ‘system of inspection for providers of security ser-
Vision and Objectives vices, under which those organisations who satisfactorily
Security Industry Authority (SIA) is an independent body 5
http://www.sia.homeoffice.gov.uk/Pages/about-news
constituted under the Private Security Industry Act with the .aspx?newsID=478&ArtTypeID=16
31
•• Proportional
SIA operates an enforcement
process that is proportionate to
the degree of non-compliance
encountered.
•• Consistent
Security Industry Authority SIA checks every licence application
against the same set of published
Tools to Ensure Good services. It also works with the criteria, ensuring that its licensing
Regulation Home Office to conduct Regula- decisions are fair and consistent.
tory Impact Assessments, when
•• Targeted appropriate.
SIA uses the National Intelligence
•• Accountable
Model to identify non-compliance
SIA consults the stakeholders of the
and target its resources appropriately.
sector to ensure they have the op-
•• Transparent portunity to be involved in the au-
SIA follows government best prac- thority’s decision making. Credit: http://www.sia.homeoffice.gov.uk/Pages/
tice while developing policies or about-good-regulation.aspx
meet the agreed standards may be registered as approved, aspects of a business operation. It takes a holistic view of how
and may advertise themselves as such’. well an organisation is managed, how effectively it services its
The objective of the SIA’s Approved Contractor Scheme customers and how well it treats its employees.
(ACS) is to raise performance standards and to assist the
private security industry in developing new opportunities.6
ACS provides a framework for setting, improving and moni- Private Security Industry: The Key Players
toring the standards of management and of service delivery Security operatives work in tandem with various law enforc-
amongst suppliers of private security services. The organisa- ing agencies and other security institutions to keep crime un-
tions that meet ACS standards are awarded Approved Con- der check. The agencies that security operatives work in close
tractor status. This accreditation provides purchasers of private coordination with are the following:
security services with independent proof of a contractor’s
Security Industry Authority (SIA): The SIA is the organi-
commitment to quality. The ACS standard encompasses all
sation responsible for licensing and regulating the private
http://www.sia.homeoffice.gov.uk/Pages/acs-intro.aspx
6
security industry in the United Kingdom.
SIA Licensing: Number Speak

Service Offered Valid Licenses Licenses Revoked Applications Refused
Cash and Valuables in Transit (CVIT) 9,889 78 153
Close Protection (CP) 12,482 155 534
Door Supervisors (DS) 221,563 22,791 23,360
Key Holding (KH) 232 6 10
Public Space Surveillance (CCTV) 41,514 954 991
Security Guarding (SG) 92,775 9,938 6,932
Vehicle Immobilisers (VI) 103 46 349
(Statistics as on Aug 2013)
|
Three-Pronged Approach to Private Security

Manned Security Physical Security Systems
Martynova Anna/Shutterstock.com
Security operatives deployed on a site Tools such as locks, alarms, barriers Electronic and other technical systems
to deter crime and to immediately re- and grills help curtail crime scan premises for crime. Appliances
spond to incidents as they occur such as intruder alarms, fire detection
systems and closed-circuit television
(CCTV ) systems are useful tools for
crime prevention
The Police: The UK Police Force carries out the majority Councils or Local Authorities: Security operatives may
of policing functions in the United Kingdom. This police be deployed at the premises managed, owned or licensed
force is responsible for law and order in specified ‘police by councils. County or county borough councils (also
areas’. The security operatives are increasingly making use known as local authorities) have a legal responsibility to
of wider police partnership to curb crime. provide services for their whole county.
National Security Inspectorate (NSI): NSI is recognised as
the leading certification body for the security and fire protec-
tion sectors in the United Kingdom. It provides audits of home
and business security and fire safety service providers.
British Standards Institution (BSI): BSI, the national
standards body for the United Kingdom, develops private,
national and international standards for companies in sec-
tors such as security. It is one of the world’s largest certifica-
tion bodies and is a non-profit organisation.
British Security Industry Association (BSIA): Members
of BSIA, the trade association for the professional security
industry in the United Kingdom, are engaged in security
guarding and consultancy services. They also manufacture,
distribute and install electronic security equipment.
International Professional Security Association
(IPSA): IPSA is a membership body for individuals and com-
panies working in security and associated roles. It ensures
professionalism in the management of security operations.
Chapter 5 The Private Security Industry: An Overview | 33

Listed here are some ‘must-possess •• be honest so that clients are able to •• remain calm at all times and pos-
qualities’ for those seeking career op- trust them with private details sess the ability to think logically
portunities in private security industry. •• be alert enough to catch early signs and quickly, particularly in conflict
Security operatives must: of impending danger situations
•• have a strong, confident presence •• think fast and pre-empt situations •• have radio skills, as they need to
that helps them accurately convey messages clearly
perform their duties •• be fair and firm without being •• have an eye for detail and good
•• have the ability to aggressive observation skills
work with techni- •• possess a good memory and strong •• have the ability to understand
cal equipment manual dexterity body language
such as CCTV •• possess a reasonable level of
•• be patient and flexible in their ap-
•• have strong forestpath/Shutterstock.com
proach and must be committed to physical fitness
and effective acquiring and mastering new skills •• be approachable, polite and helpful
communica- in all situations
•• be familiar with the facts and law of
tion skills that
the land •• have the confidence to challenge
are vital for all
•• be receptive and sensitive to people when necessary
security in-
people •• know when to be discreet
dustry jobs
IPSA offers membership to individuals employed in indus- supplies of various business entities. The task entails enormous
trial or commercial security segment. The companies who responsibility for the safe delivery of significant values of cash
supply services or materials used for industrial or commer- being carried. The security officers must be aware of compre-
cial security purposes are also members of IPSA. hensive security measures involved in the task assigned.
Disclosure and Barring Service (DBS): DBS is the new Mobile patrol officers: The task of a mobile patrol officer
name for the Criminal Records Bureau (CRB), which was involves driving company transport, responding to alarm ac-
formed by merging the CRB with the Independent Safe- tivations, handling customers, adhering to health and safety
guarding Authority in 2012. The DBS enables organisations procedures, complying with company policy on documenta-
in the public, private and voluntary sectors to make safer tion, and dealing with incidents and emergencies.
recruitment decisions by identifying candidates who may
be unsuitable for certain work. Door supervisors: The duties of door supervisors range
Security Systems and Alarms Inspection Boards from watching people inside the venue to verifying identities
(SSAIB): SSAIB is a leading certification body for providers of the visitors or conducting random searches, if required.
of electronic security, fire systems and guarding services in Door supervisors are deployed at licensed premises such as
the United Kingdom. SSAIB undertakes inspection activities pubs or nightclubs and play a significant role in preventing
on behalf of the SIA to ensure that companies who achieve crime and ensuring safety of staff and customers.
the required standard can be registered as approved. Close protection officers: The close protection officers are
Chamber Certification Assessment Services Ltd entrusted with the safety of the clients they are escorting.
(CCAS): It is one of the certification bodies that are ap- The assigned task involves coordinating vehicles, planning
proved to carry out ACS assessments, on behalf of the SIA. safe routes and accompanying the clients to public events.
The officer is required to discuss details with venue manag-
Qualities of Security Operatives ers, organisers and the police and also keep the staff at the
A calm, watchful and professional manner at all times is essential entrances and exits informed about the plan.
for all security operatives. A mature and responsible behaviour
Public space surveillance operatives: The security op-
goes a long way in establishing credibility of security operatives.
eratives are required to carry out manned guarding activities
Roles Security Operatives Play through the use of closed circuit television equipment (CCTV).
CVIT couriers: Cash and valuables in transit (CVIT) couriers Key holding officers: The security operatives are custodi-
use armoured vehicles to collect and deliver cash to retailers ans of security controls. The controls may vary from a key to
and high street banks. They protect and replenish the cash any other hi-tech device used to operate a lock.
|
Vehicle immobilisers: The security operatives undertake billion worldwide in 2010 and is expected to touch $220 bil-
any of the following activities: lion by 2015, growing at an annual rate of 4.5%.
Moving a vehicle by any means The regulated private security industry in the United Kingdom
Restricting the movement of a vehicle by any means (includ- currently employs over 365,000 licensed individuals offering a
ing the immobilisation of a vehicle by attaching a device to it) wide range of services. From uniformed security officers man-
Releasing the vehicle that has been so moved or restricted, ning the gates of premises to highly skilled technicians handling
where release is effected by returning the vehicle to the con- hi-tech security systems, each role demands specialised training
trol of the person who was otherwise entitled to remove it and specific skill set.
Demanding or collecting a charge as a condition of any The industry offers the following career options:
such release Biometrics technicians Security and fire systems
Prison officers installers
Career Opportunities CVIT cash processors Parking attendants
According to the government sources, the UK security sector CCTV operators Traffic wardens
grew by around 7%–8% in 2012. The security sector was also Close protection officers Airport security officers
featured in a report compiled by the Department of Business Community wardens Store detectives
Innovation and Skills for its growth potential. Rising security Contract bailiffs Computer security
threats is one of the key reasons for the growth of the sector. Door supervisors administrators
Crime statistics published by Home Office in the British Crime Event security staff Technical security counter-
Survey reported 5% increase in burglaries in England and Locksmiths measures operatives
Wales between September 2010 and September 2012. The cy- Private investigators Electronic technicians
ber crime statistics are more startling. The median number of Security consultants Fire engineers
cyber attacks faced in 2011 was 54, roughly double the num- Security dog handlers
ber seen in 2010. Things are looking up for the private s ecurity Security officers/security
sector globally. The security services market surpassed $174 managers
Key Terms
Approved Contractor Scheme p. 32 CVIT Couriers p. 34 Security Industry Authority (SIA) p. 31
BSIA p. 33 Key Holding Officers p. 34 Vehicle Immobilisers p. 35
Credits
http://www.sia.homeoffice.gov.uk/ http://www.nationalcareersservice.direct.gov.uk/advice
http://www.sia.homeoffice.gov.uk/Documents/impact /planning/jobprofiles/Pages/securityofficer.aspx
-assessments/Consultation_future_regulatory_regime http://www.sia.homeoffice.gov.uk/Pages/licensing-activities
.pdf .aspx
http://www.sia.homeoffice.gov.uk/Documents/annual http://www.nationalarchives.gov.uk/
-reports/sia_annual_report_11-12.pdf http://www.education.gov.uk/publications-dfe
Multiple Choice
1. Which of the following aims to raise performance 2. Which of the following is recognised as the leading
standards and assist the private security industry in certification body for the security and fire protection
developing new opportunities? sectors in the United Kingdom?
a. Licensing a. Security Industry Authority (SIA)
b. Countermeasures Operatives b. National Security Inspectorate (NSI)
c. CVIT couriers c. British Standards Institution (BSI)
d. Approved Contractor Scheme d. International Professional Security Association (IPSA)
Chapter 5 The Private Security Industry: An Overview | 35

3. Which of the following was formed by merging achieve the required standard can be registered as
the Criminal Records Bureau with the Independent approved?
Safeguarding Authority in 2012? a. Disclosure and Barring Service (DBS)
a. Security Systems and Alarms Inspection Boards (SSAIB) b. Chamber Certification Assessment Services Ltd (CCAS)
b. Disclosure and Barring Service (DBS) c. British Standards Institution (BSI)
c. Chamber Certification Assessment Services Ltd (CCAS) d. Security Systems and Alarms Inspection Boards (SSAIB)
d. International Professional Security Association (IPSA) 8. Which of the following is NOT a desirable quality of
someone aspiring for a career in the security industry?
4. Who collect and deliver cash from high street banks and
retailers in armoured vehicles? a. ability to work with technical equipment such as CCTV
b. disposition to have a rigid approach in varied situations
a. Public Space Surveillance Operatives
c. ability to think fast and pre-empt situations accurately
b. Police Officers
d. capacity to be fair and firm without being aggressive
c. CVIT couriers
9. Which of the following is used by the Security Industry
d. Door Supervisors
Authority to identify non-compliance and target its
5. Who are the custodians of security controls? resources appropriately?
a. key-holding officers c. mobile patrol officers a. Regulatory Impact Assessments
b. close protection officers d. CVIT couriers b. Enforcement Process
6. Which of the following is a membership body for c. National Intelligence Model
individuals and companies working in security and d. Approved Contractor Scheme
associated roles? 10. The members of which of the following agencies
a. Security Systems and Alarms Inspection Boards (SSAIB) undertake the manufacture, distribution and installation
b. International Professional Security Association (IPSA) of electronic and physical security equipments beside
offering security guarding and consultancy services?
c. Chamber Certification Assessment Services Ltd (CCAS)
a. British Security Industry Association (BSIA)
d. Disclosure and Barring Service (DBS)
b. Security Systems and Alarms Inspection Boards (SSAIB)
7. Who undertakes inspection activities on behalf c. International Professional Security Association (IPSA)
of the SIA to ensure that companies who
d. Chamber Certification Assessment Services Ltd (CCAS)
True/False
true false

1. British Standards Institution, a non-profit organisation, is one of the world’s largest

certification bodies.
2. Key holding officers demand and collect charge as a condition of releasing a vehicle that
was immobilised on account of security concerns.
3. The National Security Inspectorate (NSI) is an independent body constituted under
the Private Security Act with the purpose of regulating the sector.
4. The Security Industry Authority reports to the Home Secretary.
5. Public space surveillance operatives accompany clients to public events.
True 2.
1. True 5. False
False 3. False 4.
True/False
c 5. a 6. b 7. d 8. b 9. c 10. a
b 3. b 4.
1. d 2.
Multiple Choice
Answer Key
|
C h a p t e r 6

Customer Care
C
FKI, a multinational group of companies engaged in activities such ommunication is the act of exchanging information/
as designing, manufacturing and supplying a wide range of high message between two or more individuals. It may often
appear simple and spontaneous but can be very subtle
tech solutions, employs diverse ways of improving internal and ex- and complex. Communication originates at both conscious
ternal communication within teams. When in need of a solution to and unconscious levels.
a persistent problem, a group of individuals, usually from different In an effective communication, there is the sender who
departments and different levels, comes together to discuss the issue encodes his/her thoughts into a message and conveys it to
the receiver who, in turn, decodes it.
at hand and disbands after making recommendations. The company
calls them ‘Quality Improvement Teams’. These groups help improve
Message
internal communication within teams. Sender (Encoding) Receiver (Decoding)
Broadly speaking, there are three types of communication:
1. Verbal
2. Non-verbal
3. Written
While using the right words in the right syntactical struc-
ture is an integral part of verbal communication, listening
plays a significant role in how we communicate. Listening
skills are directly linked to customer satisfaction and produc-
tivity of security operatives. Thus, greater and effective dissem-
ination of information starts with effective listening. Seeking
clarification during communication adds lucidity to the mes-
sage. You may check whether the recipient of the message,
the listener, has understood the message correctly and re-
move doubts or misunderstandings that might have arisen.
How well a message is expressed depends on how clear the
speech is and how calm, focused and well-mannered the
speaker is. In all verbal communication, a range of subtle and
not-so-subtle messages accompany the literal meaning of the
uttered words. These non-verbal cues, sent out intentionally
37
or otherwise, add semantic richness to the message. The cues visitors; therefore, he or she should be presentable and wel-
include the following: coming. While communicating at workplace, security opera-
tives should come across as positive, assertive professionals.
Facial expressions
Also, while informing customers about the rules, communi-
Tone, pitch and loudness of voice
cating with them respectfully and effectively enriches cus-
Gestures
tomer experience and leaves them feeling valued. All through
Distance between the parties in communication
the work hours, the door supervisors are required to appear
During work hours, it is important for a door supervisor to firm and personable. To be respectful even as you disagree
be constantly aware of the body language of people around. with visitors is a highly valued tact for all security operatives.
Note that the non-verbal cues often speak louder than the In the event of a dispute, it is important to maintain a calm
spoken words. exterior and to state the problem in clear unambiguous terms.
Effective Communication
When you communicate, bear in mind that:
within the Team
•• Emotions make it difficult to express clearly
How we interact with our colleagues, supervisors and manag-
•• Lack of attention leads to poor communication
ers is as important as the manner in which we conduct our-
•• Hearing problems or speech difficulties are a major selves with visitors.
hurdle We should treat all members of the staff with respect and
•• Non-verbal cues sent out intentionally may not be expect to be treated the same way. How we communicate
clearly visible within our team is a strong indicator of the respect we have
•• Expectations and prejudices may lead to wrong for others. In an environment where all members of the team
assumptions or stereotyping feel respected and valued, achieving team’s fullest potential
•• Accents may be hard to understand or the language comes without much effort.
of communication may not be known
•• Terms that are technical may not be known to all
•• Many interpersonal interactions are culturally
defined
Effective Communication at Workplace

Effective communication is the vital ingredient of any good
professional interaction between door supervisors and staff/
visitors. If the communication is not clear or complete, it may
lead to poor performance and conflict. A pleasing personality
combined with the right degree of firmness and appropriate
behaviour will stand you in good stead.
Effective communication helps one to:

•• Get a sense of direction while resolving a dispute
•• Develop an insight into how other people think and Effective communication includes listening to the mem-
what motivates their actions bers of the team in a candid manner. Honesty of opinion
and readiness to listen to different point of views in an un-
•• Offer the right kind of assistance
biased way are important for effective communication. Un-
•• Reassess opinions to ensure speedier resolution of ambiguous communication coupled with the willingness
conflicts to listen creates a great impression on colleagues, custom-
ers and visitors. Customers and the staff begin to respect
Effective communication is the key to customer satisfac- you when you are willing to change your opinion or to give
tion. Door supervisors are the first point of contact for all others’ opinions a careful consideration. Such interaction
|
promotes trust and leads to good dynamics among co- contributors to the personality we develop. Where we were
workers. High morale and efficient teamwork are two sig- born, where we live, how we grow and what jobs we hold—
nificant outcomes of such an interaction. Constant, clear all these go towards forming our values.
and respectful communication reduces and even elimi-
nates the chances of conflict. Team operations involve
constant ‘give and take’ of instructions; therefore, cultivat-
ing an environment of effective communication is vital for
efficient teamwork.
Different Types of Customers

Every person a security operative or a door supervisor deals
with during work hours, be it a colleague or a visitor, is a cus-
tomer. Therefore, every interaction contributes to customer
experience at the premises. The communication directed
at the individuals within the organisation such as supervi-
sors, managers, colleagues, subordinates or anyone from the
housekeeping staff is known as internal communication.
On the other hand, external communication happens
when security operatives come in contact with people such
as staff from delivery agencies, the post, maintenance agen-
cies, and the emergency services. All communication directed
to the visitors at the premises and general members of the Therefore, even as door supervisors uniformly apply rules
public constitute external communication. to all customers on the premises, it helps to understand indi-
vidual attitudes, especially in conflict situations. Such aware-
Diverse Customer Needs ness helps a supervisor to factor in for specific values and
choose the most appropriate manner of interaction with the
It is helpful to remember that not all customers are alike. A
customer in question.
middle-aged drunk would be different from a hollering teen-
ager, a lost child, or a tourist seeking directions to a specific
destination. Customer Care: Best Practices
The differences in approach and behaviour depend on the 1. Pay attention. This is the only way to find out what your
following: customer wants; in turn, it helps you to provide better
service.
The place of origin
2. Ask the right questions. This will facilitate better
Religion
understanding of the aspects you may not have fully
Ethnicity
understood. It will also convince the customer that you
Age
are genuinely interested.
Some of these differences may work in your favour, while 3. Listen. Breakthroughs often lie in listening, so listen to
others may not. However, as a security operative, you will be the exact words of the customers, capture the tone of
at an advantage if you are aware of the cultural differences voice and observe their body language.
or acceptable behavioural norms in the region. Also, these 4. Empathise with them. Creating a rapport with the
parameters may even vary between different groups of the customers not only makes them feel understood but also
same segment. For example, members from the same age deepens your understanding of the situation.
group can have different needs and expectations. They need 5. Beware of making assumptions. Always corroborate
not necessarily behave in a similar manner. your hunches by asking the right questions. Don’t
The personal values we imbibe and the manner in which presume things; get specific details when necessary.
we behave with another person or in a group are the di- 6. Make customers feel important and appreciated.
rect outcome of the environment we are exposed to in Treat customers as valued individuals.
our growing years. How we are brought up and among 7. Be sincere. Being earnest in word and deed will take
whom—friends, family and neighbours—are two significant you a long way earning trust of your customers. Make
Chapter 6 Communication Skills and Customer Care | 39

sure you walk the walk and that your words match what
you are conveying, knowingly or unknowingly, through
your body language.
8. Thank them. Gratitude earns mutual appreciation.
Thank the customers every time you get a chance.
9. Help customers understand the systems. Introduce,
inform and guide your customers to the systems in
place on the premises. It helps them understand what is
expected of them.
10. Apologise. Be the first one to own up mistakes and
take responsibility for errors. Supervisors must know
how to apologize in a graceful manner and reassure the
customer that lapse won’t recur.
Key Terms
Communication p. 37 Internal and External Receiver p. 37
Decode p. 37 Communication p. 39 Sender p. 37
Encode p. 37 Message p. 37 Verbal and Non-Verbal p. 37
Credits
http://www.skillsyouneed.com/ips/nonverbal http://www.businesscasestudies.co.uk/case-studies
-communication.html /by-company/
http://www.skillsyouneed.com/ips/verbal-communication.html http://www.sia.homeoffice.gov.uk
Multiple Choice
1. refers to the exchange of information c. In communication, many interpersonal interactions are
between two or more individuals. culturally defined.
a. Encoding d. Accents make it difficult to communicate.
b. Decoding 4. Which of the following is ACCURATE about the importance
c. Expression of nonverbal cues in communication?
d. Communication a. Nonverbal cues are the sole reason of conflict
2. Which of the following represents the act of escalation.
communication? b. Nonverbal cues are less effective than spoken words.
a. The receiver encodes the message. c. Nonverbal cues enhance the essence of the message.
b. The sender encodes the message. d. Nonverbal cues are the least effective method of
c. The sender encodes and decodes his/her message. signalling.
d. The sender decodes the message. 5. Facial expression of door supervisors is considered
cue of communication.
3. Which of the following statements about communication
is INACCURATE? a. nonverbal
a. Emotions enrich communication by aiding clear b. rhetorical
expressions. c. direct
b. Speech difficulties pose a major hurdle in d. verbal
communication.
|
6. Which of the following is NOT a best practice prescribed to discuss an issue and disband after making
for customer care? recommendations?
a. Ask customers the right questions. a. Quality Improvement Teams
b. Listen to the exact words of the customers. b. Quantity Assurance Teams
c. Avoid seeking details from the customers. c. Encoding Teams
d. Treat customers as valued individuals. d. Decoding Teams
7. What factors determine the approach and behaviour of 9. communication refers to the interaction of a
door supervisors catering to diverse needs of the visitors door supervisor with the manager of the organisation.
at a venue? a. Internal
a. political preferences, regional equations, gender ratio b. External
of the staff at the rival venue c. Nonverbal
b. political opinions, regional equations, average age of d. Presumptive
customers at the rival venue
10. communication refers to the interaction of a
c. gender preferences and expectations of other security
door supervisor with any visitor at the premises.
operatives at the premises
a. Assertive
d. place of origin, religion, ethnicity, and age of the
customers visiting the premises b. External
c. Nonverbal
8. Which of the following refers to a group of individuals
from diverse departments who come together d. Internal
True/False

true false
1. Encoding is the process of transforming a person’s thoughts into a message.

2. Cultivating an environment of effective communication is vital for efficient teamwork.
3. Listening skills do not impact customer satisfaction or productivity of security operatives.
4. Communication between a door supervisor and his/her colleague is internal.
5. A security operative need not know the acceptable behavioural norms in the region.
True 3.
True 2.
1. False
True 5.
False 4.
True/False
a 4. c 5. a 6. c 7. d 8. a 9. a 10. b
b 3.
1. d 2.
Multiple Choice
Answer Key
Chapter 6 Communication Skills and Customer Care | 41

M o d u l e 2
Door Supervisor
Specialist Module
module 2 Outlines
Chapter 7
Behavioural Standards 43
Chapter 8
Civil and Criminal Law 49
Chapter 9
Searching 57
C h a p t e r 10
Arrest 64
C h a p t e r 11
Drugs Awareness 71
C h a p t e r 12
Recording Incidents and Crime
Scene Preservation 78
C h a p t e r 13
Licensing Law 84
C h a p t e r 14
C h a p t e r 7
Behavioural Standards
Jonathan Wellard, an unlicensed door supervisor in Northern Ireland,

was fined £500 for working without an SIA licence. Wellard, a door
supervisor in a bar, was caught fighting with a customer after physi-
cally ejecting him from the premises. District Judge Gerry Trainor who
sentenced him said that such behaviour was unacceptable and in di-
rect contradiction to the conflict management aspect of door super-
visors training. ‘The SIA licences individuals who have been correctly
trained and security vetted to ensure only fit and proper individuals
are working in the industry. This outcome demonstrates that unli-
censed workers can expect to be dealt with by the courts’, he added.7
S
IA (Security Industry Authority) behavioural standards for
door supervisors are a combination of personality traits,
skills, practical knowledge, and training. These character-
istics make sure that organisations and individuals deployed license, a candidate is required to undergo a series of checks. The
in the private security industry work in synchrony to generate candidate’s right to work in the United Kingdom, his/her ability
highest level of efficiencies. to meet inland and overseas criminality criteria, his/her mental
health information, and details of non-conviction information all
The Need for SIA Standards of Behaviour
Prior to the establishment of SIA, the credentials of security op-
eratives were neither checked nor verified. The security industry
was largely unregulated and instances of individuals with serious
criminal backgrounds finding placement in the sector was not
unheard of. No mechanisms were in place to provide training Security Industry Authority Licence
to private security personnel. This serious loophole of the secu- EXPIRES
rity industry often led to mistrust and fear among the public. The
SIA established a set of standards to determine the eligibility of 30 JAN 2015
candidates seeking placement as door supervisors. To obtain a
7
http://www.sia.homeoffice.gov.uk/Pages/about-news
.aspx?newsid=426&ArtTypeID=16
43
come under scrutiny during SIA verification. In addition to these customers. On duty, they should wear their SIA licenses that
checks, SIA set a behavioural code for door supervisors. Such display their photographs.
initiatives have strengthened the relationship between private II. The door supervisors must have a professional atti-
security industry and its customers. The public perception of pro- tude towards visitors. They should be friendly and courteous
fessionals working as security operatives has improved and their and should not treat one individual less favourably than the
credibility is enhanced. other. Discrimination on the basis of age, social status, reli-
gion, sex, race, country of origin, colour, ethnicity, or disability,
Behavioural Code for Door Supervisors even if inadvertent, has an adverse impact on public percep-
Among the factors listed in the SIA Code of Behaviour for Door tion. Door Supervisors must never use abusive or defamatory
Supervisors are traits such as communication skills, personal language for public and colleagues.
effectiveness, team spirit, and overall presentation. Necessary
training, specific skills set, requisite qualifications, and a valid
SIA licence are the mandatory aspects of door supervision.
Listed below are the standards specified in the SIA Code of
Behaviour:
III. The door supervisors should have a good demeanour.

They must never accept bribes, or seek special favours from
customers. They should never be under the influence of alco-
I. The door supervisors should take care of their personal hol or drugs while on duty. They must never carry things such
appearance. They should be smartly dressed as per the em- as knives or pistols while on duty, unless their role demands so.
ployer’s guidelines so that they can be easily identified by the They must co-operate with the law enforcing agencies such as
the police department, the SIA and other statutory bodies.
Traits of An Efficient Door

Supervisor
The key skills of door supervisors
reflect in their professional cred-
ibility. Many of these traits are
vital for the tasks they handle
on a day-to-day basis.
How Licensed
Premises Function
Every venue should have
one DPS (designated premises
supervisor) who controls the prem-
ises on a regular basis. All the door
|
44 Module 2 Door Supervisor Specialist Module
Interpersonal skills Door supervisors, considered part of a big team, work with managers, housekeeping
staff, kitchen staff and bar staff to keep the premises up and running.Door supervisors
must have good terms with other players of the team. A good teamwork and effective
interpersonal skills can help them avoid major conflicts.
Oral communication Door supervisors should be able to communicate well verbally with their customers.
Other than ensuring the safety of premises and their customers, they also play a key mar-
keting role. If their communication is poor, the customers may not like to visit the club
or the pub where unfriendly security operatives are posted. This, in turn, means loss of
revenue for the club owners.
Decisiveness In a busy entertainment place, emergency or conflict situations happen in no time. Door
supervisors must have the ability to make prompt decisions and respond to situations on
the spot. If they are not able to do this, conflicts may escalate into violence, leaving peo-
ple harmed and injured.
Politeness A door supervisor is the public face of the venue because the customers see door super-
visors before anyone else. If the door supervisor is rude or aggressive, the customers will
go elsewhere resulting in loss of revenue to the employer. Therefore, door supervisors
should always treat visitors and customers politely and with courtesy even in the most
difficult situations.
Assertiveness It is important that door supervisors have a positive, yet assertive attitude. They should
not appear bored, impatient, hostile, or passive. They must understand that aggressive
behaviour can result in a volatile response from the visitor/ customer. On the other hand,
friendly behaviour of door supervisors can be instrumental in increasing footfall at the
venue.
Honesty Door supervisors should be honest. They are expected to deal with legal matters and
interact with the police personnel frequently. They should report the facts honestly to
uphold the law.
Observational skills Door supervisors should have good observational skills. They should observe people as
they approach or when they are standing in the queue, so that they can decide if the
person should be allowed in the premises or not. The door supervisor should have the
ability to observe a crowd and look for any trouble so that he/she can prevent conflicts
before they start.
supervisors take instructions from a single manager to avoid Prevention of crime and disorder
service inconsistencies. Protection of children from harm
Every venue should have specific licence holders who are
Every venue must undertake some form of risk assessment
authorised to sell alcohol at the licensed premises.
so that the employers know the dangers at their workplace.
The licence conditions differ from venue to venue. It is im-
The managers and owners of the licensed premises must take
portant for door supervisors to be familiar with the licence
reasonable steps to minimise the impact of risk outcomes or
conditions of the premises they are deployed at. These condi-
accidents, if any. They must overcome these dangers by tak-
tions are based on the four licensing objectives of the Licens-
ing reasonable measures.
ing Act 2003. The Licensing Objectives are:
Every venue has house rules that indicate behavioural
Public safety standards and some even have the dress code for the custom-
Prevention of public nuisance ers visiting the venue.
Chapter 7 Behavioural Standards | 45

Managing Entry and react aggressively. The door supervisor should explain
the reason for not permitting the individual into the licensed
A door supervisor is like a filter who prevents the entry of
premises. He/she should make the visitor understand that it
unsuitable people and items into the venue. It is better to
is not his/her personal decision but the decision of the team
prevent suspicious customers from entering rather than ex-
deployed at the venue. One of door team members should
pelling them later.
support the refusal if the situation becomes worse.
A person is refused entry if he or she:
is underage
is a drug dealer
is drunk, violent or quarrelsome
does not meet the venue’s dress code
is not able to pay the venue’s entrance fee
has been evicted earlier that evening
How to Deal with Visiting Authorities

The door supervisors should appreciate that some law enforc-
ing officials have the authority to enter the licensed premises
for inspection. The authorities who have the legal right to en-
ter the venue are:
A door supervisor who is deployed at the entry point of the
Police officers
venue should:
Local authority licensing officers
refuse entry to suspicious people Environmental health practitioners (EHP)
manage the queue Health and safety inspectors
cooperate with visiting officials HM revenue and customs officers
search customers and suitably deal with the items he/she Fire service officers
finds during the search Trading standards (weights and measures) professionals
prevent the venue from getting overcrowded
disperse customers at the end of the session
Refusing Entry
A door supervisor must be cautious while refusing entry to an
individual because the person might take refusal as an insult
These officials usually visit the premises to check whether

the venue is adhering to the conditions mentioned in the li-
cence. If the venue is not operating according to the given
licence conditions, they can sue the venue. Therefore, when
these officials make a visit to the venue, the door supervisor
should immediately allow them access.
|
Key Terms
Good Demeanour p. 44 Professional Attitude p. 44
Personal Appearance p. 44
Credits
https:// www.sia.homeoffice.gov.uk/Documents/training https:// www.sia.homeoffice.gov.uk/enforcement
/modules/ https:// www.sia.homeoffice.gov.uk/Documents/sia
https:// www.sqa.org.uk/files_ccc/FD3D04 _equality_scheme.pdf
_WorkingasaDoorSupervisor.pdf
Multiple Choice
1. Which of the following factors is scrutinized during an SIA 6. Under which of the following conditions can a door
verification for door supervisors? supervisor NOT deny entry to an individual?
a. communication skills a. when the person is drunk and rude
b. physical attributes b. when the person is inappropriately dressed for the venue
c. details of non-conviction information c. when the person does not belong to a wealthy
d. interpersonal skills neighbourhood
2. The licensed premises are controlled on a regular basis by d. when the person does not have money to pay the
a . entrance fee
a. housekeeping staff 7. Which of the following factors does NOT vary according to
b. police officer the venue?
c. local authority licensing officer a. valid SIA licence c. dress code for the visitors
d. designated premises supervisor b. house rules d. risk assessment
3. The marketing role played by a door supervisor is best 8. have the legal rights to enter licensed premises
supported by impressive . and must be allowed access by the door supervisor at all
times.
a. observational skills
a. business professionals
b. honesty
b. health and safety inspectors
c. assertiveness
c. human rights officers
d. verbal communication
d. media representatives
4. The standards specified in the SIA Code of Behaviour do
not include . 9. Which among the following is considered good
demeanour by a door supervisor?
a. good demeanour
a. co-operating with police officers
b. personal appearance
b. accepting bribes
c. physical attributes
c. possessing unlicensed pistols
d. professional certification
d. seeking special favours
5. Which among the following is NOT an objective of the
Licensing Act 2003? 10. Which among the following is NOT the designated duty of
a door supervisor?
a. protection of children from harm
a. managing the queue at the entry point
b. prevention of crime and disorder
b. controlling the premises on a regular basis
c. protection of people in associated premises
c. refusing entry to suspicious people
d. prevention of public nuisance
d. dispersing customers at the end of the session
Chapter 7 Behavioural Standards | 47

True/False
true false

1. A different set of regulatory standards existed for door supervisors before

the establishment of the SIA.
2. Aggressive behaviour of a door supervisor usually in a volatile response by the visitor.
3. Taking instructions from a single manager helps in consistent service
by the door supervisors.
4. The door supervisors must show their SIA licences only to the authorised
personnel on demand.
5. A door supervisor need not give a detailed explanation to an individual
who is denied entry into the venue.
True 3.
1. False 2. False 5. False
True 4.
True/False
d 3. d 4. c 5. c 6. c 7. a 8. b 9. a 10. b
1. c 2.
Multiple Choice
Answer Key
|
C h a p t e r 8
Civil and Criminal Law
Doorman Jeffery Warren deployed at a café assaulted David Work etc. Act and RIDDOR (Reporting of Injuries, Diseases and
Hawley, a fire fighter from Southend Fire Station, leaving the vic- Dangerous Occurrences Regulations) list out clauses relevant
to the task assigned to security operatives.
tim brain damaged. Hawley suffered fractured skull, nose and One of the most common forms of civil law breaches that
jaw, leading to cognitive impairment. Warren received a two-year security operatives deal with is the offence of trespass.
s uspended prison sentence for the attack. Both the High Court
and the Court of Appeal ruled that the insurers and the nightclub Trespass
owners are vicariously liable for the actions of the door supervisor The legal wording defines trespass as ‘an unlawful intrusion
that interferes with one’s person or property’. In other words,
working at the café. The defendants were ordered to pay compensa-
an intentional, wrongful and unauthorised entry into anoth-
tion to the victim. (Hawley v Luminar Leisure) er’s property amounts to trespass. The absence of c onsent/
permission of the owner is the most significant aspect of
S
chedule 2 of the Private Security Industry Act 2001 de- trespass.
scribes the scope of manned guarding and states that In most cases, the notice warning ‘trespassers will be prose-
the activity includes the following: cuted’ evokes civil liability, unless a significant ground for aggra-
vated trespass is established. The charge of trespass stands if an
a. Guarding premises against unauthorised access or unlawful entry into another’s property is proven, even though
occupation, against outbreaks of disorder or against no damage has been reported to the property. An individual
damage. who owns, occupies or has control over the property is the ‘law-
b. Guarding property against destruction or damage, ful occupier’ of the premises. Other than the owner, the term
against being stolen or against being otherwise includes the manager or person in charge of the property or
dishonestly taken or obtained. any member of the staff acting on their behalf. The term also
c. Guarding one or more individuals against assault or includes door supervisors who are entrusted with the task of
against injuries that might be suffered in consequence of ensuring authorised and lawful entry into the venue.
the unlawful conduct of others.
Manned guarding requires physical presence and may en-
Door Supervisors eject trespassers from the premises
tail carrying out any form of patrol or surveillance. Therefore,
when individuals:
all security operatives and door supervisors must be familiar
with the powers bestowed on them by the law to deal with •• are not authorised to be on the premises
situations such as trespass, murder, assault, possession of fire- •• violate criminal laws
arms or offensive weapons and misuse of drugs. •• infringe rules and regulations of the venue
The Private Security Industry Act, the Human Rights Act, the •• behave in an inappropriate manner
Data Protection Act, the Equality Act, the Health and Safety at
49
If an individual is presenting physical threat to others or If a trespasser turns violent, or attempts to force his/her way
is damaging the property, a door supervisor may ask that back, security supervisors can call police to enforce ejection. It is
person to leave the premises. In case trespassers refuse to important that supervisors take their superiors into confidence
follow instructions, the supervisor physically ejects them before enforcing ejection. Also, the incident must be recorded
from the venue. to protect the security operatives against malicious allegations.
R Request them to leave
E Explain the reasons for the request
A Appeal for them to leave
C Confirm that they are still refusing to leave peacefully
T Take action (eject)
A door supervisor must aim at removing the trespasser from

the venue with minimum amount of force. First ask the subject
to leave and spell out the reason for their removal. Specify what
law/rule or norm they have broken and why their behaviour
is not what is acceptable. If they refrain
The law
from leaving, repeat the request
allows a
and warn them if they don’t leave,
supervisor to ‘use
they will be physically removed
no more force’ than
by the door staff. If the trespass-
what is reasonably
ers persist and refuse to go, give
necessary to remove
them another opportunity to
a trespasser The best course of action: Tact and Persuasion
leave peacefully by saying some-
from the
thing like: ‘Can I say something else
premises.
to make you leave peacefully?’ This
Serious Criminal Offences
signals the other door supervisors to get
ready for physical ejection of the subject. Door supervisors may encounter situations triggered by a
criminal act that calls for arrests, probation orders, fines or
even terms of imprisonment. Therefore, it is imperative that
Steps involved in effecting ejection from the premises supervisors understand what the law stipulates and deal with
such situations appropriately.
Step 1: S tart to move the trespasser with minimum
force. The Use of Force
Step 2: A
sk the subject to leave the venue by follow- Given the nature of task assigned to door supervisors and
ing you out (twice, if required). security operatives in general, it is significant to understand
Step 3: If the subject resists, start to go hands on. under what circumstances the use of force is acceptable or
Step 4: A
ttempt the escort position to let the subject prescribed by law.
know you are serious. What provisions of law allow door supervisors to use force,
what is the permissible degree of force, and how is the degree
Step 5: W
atch how the subject responds to your
of force linked to the crime or situation faced by the supervi-
position.
sors? Some of these questions are tackled in this section.
Step 6: F rom this step on, your behaviour is dictated
by the subject’s behaviour. Section 3 of Criminal Law Act 1967
Step 7: Go one step harder when the subject resists. There are no specific laws for door supervisors that define or regu-
late the use of force. The laws applicable to all persons in England
|
Serious Criminal Offences Security Operatives Must Know

Offence Definition Under Law
Murder (Common Law) The unlawful killing of a human being with malice aforethought
(interpreted as intention to kill or intention to cause grievous bodily
harm). A murder conviction invokes a mandatory life sentence.
Rape (Part 1, Sexual Offences Act 2003) A person (A) commits an offence if—
(i) he/she intentionally penetrates the vagina, anus or mouth of
another person
(ii) B does not consent to the penetration and
(iii) A does not reasonably believe that B consents.
Assault (ABH) (Section 47, Offences Against A person commits an assault against another, thereby causing actual
the Person Act 1861) bodily harm (ABH). Bodily harm signifies any hurt calculated to interfere
with the health or comfort of the victim. The hurt, so caused, need not
be permanent, but must be more than transient and trifling. The maxi-
mum sentence for ABH is 5 years of imprisonment.
Assault (GBH) (Section 20, Offences Against The offence is committed when a person unlawfully and maliciously ei-
the Person Act 1861) ther wounds another person or inflicts grievous bodily harm (GBH) upon
another person. Injuries causing permanent disability, visible disfigure-
ment, broken or displaced limbs or bones or serious psychiatric injury
are examples of GBH under this section.
Assault (GBH with Intent) (Section 18, The offence is committed when a person unlawfully and maliciously,
Offences Against the Person Act 1861) with intent to do some GBH or with intent to resist or prevent the lawful
apprehension or detainer of any other person, either (i) wounds another
person or (ii) causes GBH to another person.
Sexual Assault (Section 3, Sexual Offences A person (A) commits an offence if—
Act 2003) (i) he/she intentionally touches another person (B),
(ii) the touching is sexual,
(iii) B does not consent to the touching and
(iv) A does not reasonably believe that B consents.
Possession of a Firearm in a Public Place A person commits an offence if, without lawful authority or reasonable
(Section 19, Firearms Act 1968) excuse (the proof whereof lies on him/her), he/she has with him/her in a
public place (i) a loaded shot gun, (ii) an air weapon (whether loaded or
not), (iii) any other firearm (whether loaded or not) together with ammu-
nition suitable for use in that firearm or (iv) an imitation firearm.
Possession of a Firearm with Intent to It is an offence for a person to have in his/her possession any firearm or
Endanger Life (Section 16, Firearms Act 1968) ammunition with intent by means thereof to endanger life, or to enable
another person by means thereof to endanger life, whether any injury
has been caused or not.
Possession of a Firearm or Imitation It is an offence for a person to have in his/her possession any firearm or
Firearm with Intent to Cause Fear of imitation firearm with intent:
Violence (Section 1, Firearms Amendment (i) by means thereof to cause or (ii) to enable another person by means
Act 1994) thereof to cause, any person to believe that unlawful violence will be
used against him/her or another person.
Chapter 8 Civil and Criminal Law | 51

Supplying Drugs It is an offence for a person (i) to supply or offer to supply a controlled
Section 4(3), Misuse of Drugs Act 1971 drug to another (ii) or to be concerned in the supplying of such a drug
to another (iii) or to be concerned in the making an offer to supply such
a drug to another.
Possession of Drugs (Section 5(2), Misuse of It is an offence for a person to have a controlled drug in his/her
Drugs Act 1971) possession.
Possession of Drugs with Intent to Supply It is an offence for a person to have a controlled drug in his/her posses-
(Section 5(3), Misuse of Drugs Act 1971) sion, whether lawfully or not, with intent to supply it to another.
Possession of an Offensive Weapon Any person who without lawful authority or reasonable excuse has with
(Section 1, Prevention of Crime Act 1953) him/her in any public place any offensive weapon shall be guilty of an
offence, and shall be liable on summary conviction, to imprisonment for
a term not exceeding 6 months or a fine not exceeding £200, or both.
Possession of Bladed or Sharply Pointed Criminal Justice Act prohibits an individual from having with him/her
Weapon (Section 139, Criminal Justice Act any article which has a blade or is sharply pointed in a public place
1988) without good reason or lawful authority. The bladed or sharply pointed
weapon includes a folding pocket knife if the cutting edge of its blade
exceeds 7.62 cm/3 inches.
Theft (Section 1(1), Theft Act 1968) A person is guilty of theft if he/she dishonestly appropriates property
belonging to another with the intention of permanently depriving the
other of it; and ‘theft’ and ‘steal’ shall be construed accordingly.
Fraud (Section 1, Fraud Act 2006) A person is guilty of fraud if he/she commits
(i) fraud by false representation
(ii) fraud by failing to disclose information
(iii) fraud by abuse of position
Robbery (Section 8(1), Theft Act 1968) A person is guilty of robbery if he/she steals, and immediately before or
at the time of doing so, and in order to do so, he/she uses force on any
person or puts or seeks to put any person in fear of being then and there
subjected to force.
Burglary (Section 9, Theft Act 1968) A person is guilty of burglary if:
(i) he/she enters any building or part of a building as a trespasser and
with intent to commit offences of stealing anything in the building
or part of a building in question, of inflicting on any person therein
any grievous bodily harm, and of doing unlawful damage to the
building or anything therein
(ii) having entered any building or part of a building as a trespasser
he/she steals or attempts to steal anything in the building or that
part of it or inflicts or attempts to inflict on any person therein any
grievous bodily harm
Criminal Damage (Section 1(1) Criminal A person who without lawful excuse destroys or damages any property
Damage Act 1971) belonging to another, intending to destroy or damage any such prop-
erty, or being reckless as to whether any such property would be de-
stroyed or damaged, shall be guilty of the offence of criminal damage.
|
Damage with Intent to Endanger Life A person who without lawful excuse destroys or damages any property,
(Section 1(2), Criminal Damage Act 1971) whether belonging to himself/herself or another, intending by the de-
struction or damage to endanger the life of another or being reckless as
to whether the life of another would be thereby endangered is guilty of
the offence of damage with intent to endanger life.
Threats to Damage (Section 2, Criminal A person who without lawful excuse makes to another a threat, intend-
Damage Act 1971) ing that that other would fear it would be carried out,
(i) to destroy or damage any property belonging to that other or a third
person; or
(ii) to destroy or damage his/her own property in a way which he/she
knows is likely to endanger the life of that other or third person; shall
be guilty of the offence of threats to damage.
and Wales, however, are avail- Did the door supervisor apply force in good faith and was it
A person
able to security operatives in proportion to the resistance shown by the offender?
may use such
as well. Self-defence and force as is reasonable If door supervisors are reckless, or if they indulge in exces-
the prevention of crime, in the circumstances in sive use of force, they will be held accountable by the police
for instance, originate prevention of crime, or in or the court. Door supervisors are allowed to physically eject
from a number of dif- effecting or assisting in the customers from a venue, but they must always act in manner
ferent sources. Defence lawful arrest of offenders or that is justifiable and open to scrutiny.
of the person is gov- suspected offenders or of
erned by the common persons unlawfully at large.
law. Defence of property, —(Section 3, Criminal Law
however, is governed by the Act, 1967)
Criminal Damage Act 1971. Ar-
rest and prevention of crime are gov-
erned by the Criminal Law Act 1967.
Section 3 of the Criminal Law Act 1967 gives an insight into
the scope of the use of force and the situations in which peo-
ple can judiciously use force. As a note of caution, use of force
should be the last resort for all security operatives.
Section 3 of Criminal Law Act allows use of force to pro-
tect property against theft and robbery, and to protect people
from physical harm. The provision also permits use of force to
prevent crime or to aid arrest of a criminal who is escaping the
crime spot before police arrive.
‘Such force as is reasonable in the circumstances’ is the
crucial aspect of this provision of law. The common law puts
special emphasis on abstinence from use of excessive force or
from use of force disproportionate to what a situation warrants.
The door supervisors must keep in mind that they may
have to justify the use of force and answer whether the
amount of force applied is reasonable or not. Other questions
posed to them could be: What Common Law Prescribes?
Common law recognises that a person has the right to:
Was there a need to use the force?
Did the offender pose any threat to the security? protect himself from attack
Did the door supervisor intervene at an appropriate stage? act in defence of others

prevent crime police make use of the ‘conflict resolution model’. This model
arrest offenders is a set of guidelines to indicate how much force is reasonable
use force, if necessary, in order to do so in certain circumstances and how much force can be used to
help justify actions after the event.
Conflict resolution model is designed to define suitable
The Rule of Self-Defence actions from door supervisors while dealing with particular
‘If any person has an honestly held belief that he or another is situations. Their response must ideally take into account the
in imminent danger, then he may use such force as is reason- offender’s behaviour and any relevant impact factors.
able and necessary to avert that danger’.8 The following table shows varying degrees of offender/
According to the interpretation of the rule of self-defence, customer behaviour, impact factors which affect door super-
door supervisors acting in self-defence need not wait for the visor’s decision to act and corresponding levels of response
other person to strike the first blow. It suffices if they pre-empt from the door supervisor.
the attack and act as soon as they understand that they or
someone else is about to be injured or hurt.
An individual’s right to protect himself from attack, to act in Conflict Resolution Model
the defence of others, and even to inflict violence on another
Impact
in his own or another’s defence has always been recognised by
Behaviour factors Response
law. However, force will be deemed unlawful and hence pun-
ishable if more force is used than reasonable to repel the attack. Consenting Sex/age/ Observation
It is purely a matter of subjective assessment of the de- (little resistance) physical and passive
fendant to distinguish the necessity of using force while the features control
degree of force is considered objectively by courts. This, in Verbal resistance Skills/ Communica-
effect, means that while the door supervisor decides if and (e.g., uncoop- knowledge tion through
when to use force, the court determines the reasonableness erative, abusive, tactics
of the amount of force used. threatening) (verbal/
nonverbal)
Passive resistance Alcohol/ Primary con-
Preventing Breach of Peace (e.g., refusing to drugs/mental trol skills
and Saving Life move/leave) impairment (using low
‘Any person may use such force as is reasonable in the circum- level of force)
stances to prevent a breach of the peace or to save life’. Active resistance Injury/ Secondary
A case in 1981delineated that every citizen who witnesses that (e.g., pulling or exhaustion control skills
a breach of peace is being committed has the right to resort to pushing away, (increase in
reasonable steps which may include the use of reasonable force struggling) force, arm-
to stop the individual who undertakes or threatens to undertake locks, holds
the breach of peace. However, reasonableness of force can be etc.)
determined only by circumstances in a particular situation.
Aggressive Number Defensive
This right allows door supervisors to use force to save an in-
resistance of people/ tactics
dividual’s life. It entitles an individual to interfere and use force
(e.g., fighting, presence of (blocks,
when he or she witnesses a situation in which an assailant is
punching, kicking, weapons/ strikes and
chasing someone with a weapon with a motive of harming
assaulting) danger takedowns)
that person.
Serious/life- Serious immi- Serious or
threatening nent danger deadly use
Resolving Conflicts resistance of force
A quick assessment of situations, risks involved and conse- (e.g., armed or seri- (action likely
quences is necessary for door supervisors to decide whether ous attack, risk of to or could
to use force or not, how much force is to be used and whether serious harm or cause serious
to act or not. In this short process of decision-making, the death) harm or even
death)
http://library.college.police.uk/docs/APPref/use-of-force-briefing.pdf
8
|
Key Terms
Assault (ABH) p. 51 Murder p. 51 Sexual Assault p. 51
Assault (GBH) p. 51 Rape p. 51 Trespass p. 49
Credits
http://www.lawteacher.net/criminal-law/cases/self-defence http://www.cps.gov.uk/legal
.php http://www.ukcrime.wordpress.com
http://www.legislation.gov.uk/ukpga/1971/48/section/1 http://www.e-lawresources.co.uk
http://www.legislation.gov.uk/ukpga/1968/60/section/9 http://www.legislation.gov.uk
http://www.cps.gov.uk/legal/l_to_o/offensive_weapons http://www.sia.homeoffice.gov.uk/Pages/licensing-manned
_knives_bladed_and_pointed_articles/#a09 -guarding.aspx
http://www.legislation.gov.uk/ukpga/1971/38 http://www.sia.homeoffice.gov.uk/Documents/licensing
http://www.legislation.gov.uk/ukpga/1968/27/section/16A /sia_get_licensed.pdf
Multiple Choice
1. What is the first step a door supervisor needs to take while 2. The law allows a door supervisor to to
effecting ejection from the premises? remove a trespasser from the premises.
a. attempting the escort position to let the subject know a. use no more force than what is reasonably necessary
he/she is serious b. use force enough to cause grievous bodily harm
b. attempting to push the subject out of the premises c. use maximum force
c. asking the subject to leave the venue by following d. use verbal abuse
him/her out
d. starting to move the subject with minimum force

3. Which of the following is an example of aggressive d. unlawfully and maliciously wounding one’s colleague
resistance prompting security personnel to essentially use in an attempt to dissuade him from revealing one’s
defensive tactics? misconduct
a. use of abusive language 7. Which of the following Acts gives an insight into the
b. pulling or pushing that lead to injury scope of the use of force and the situations in which
c. refusal to move under the influence of alcohol people can judiciously use force?
d. punching and kicking and possession of arms a. Criminal Damage Act 1971
4. What is an individual guilty of if he fails to disclose b. Criminal Law Act 1967
information? c. Private Security Industry Act 2001
a. theft c. fraud d. Offences Against the Person Act 1861
b. assault d. robbery 8. Which section of the Offences Against the Person Act of 1861
5. Which of the following is NOT a reason for door supervisor prevents individuals against actual bodily harm (ABH)?
to eject trespassers from the premises? a. Section 20 c. Section 18
a. when individuals are not authorized to be on the b. Section 5(3) d. Section 47
premises 9. Which of the following questions are posed to door
b. when individuals violate criminal laws supervisors when they resort to use of force?
c. when individuals bring in more people a. Did the offender break any rules?
d. when individuals infringe rules and regulations b. Is the offender too drunk?
6. Which of the following defines burglary? c. Did the offender pose any threat to the security?
a. unlawful entering into the building, stealing some d. Did the offender insult him?
equipment and inflicting harm on the security guard 10. What is a person who touches another person maliciously,
b. destroying or damaging one’s own property in a way that and without the other person’s permission usually charged
one knew is likely to endanger the life of another person with?
c. carrying, without lawful authority, a loaded shotgun in a. assault c. criminal damage
the market place with thousands of people around b. rape d. sexual assault
True/False
true false

1. Trespass is defined as an unlawful intrusion that interferes with one’s person or property.
2. Going hands on is the first step in effecting ejection from the premises.
3. A murder conviction invokes a mandatory life sentence.
4. Theft takes place when a person enters any building or part of a building as a trespasser
and with intent to commit offences of stealing anything in the building or part of a building
in question, of inflicting on any person therein any grievous bodily harm, and of doing
unlawful damage to the building or anything therein.
5. Section 7 of Common Law allows use of force to protect property against theft, robbery,
and to protect people from physical harm.
False 3.
True 2.
1. False 5. False
True 4.
True/False
a 3. d 4. c 5. c 6. a 7. b 8. d 9. c 10. d
1. d 2.
Multiple Choice
Answer Key
|
C h a p t e r 9
Searching
Sir Igor Judge while delivering a sentence in a case related to being in (a) General
(c) Specific
possession of offensive weapons and bladed articles said: (b) Random
‘Every weapon carried about the streets, even if concealed from sight, Search policy prescribes the kind of search recommended
even if not likely to be or intended to be used, and even if not used rep- for the premises. When each and every customer entering the
premises is subject to search, it is known as general search.
resents a threat to public safety and public order.... Even if the offender When search doesn’t follow a set pattern or the customers are
does no more than carry the weapon, even when the weapon is not searched arbitrarily, it is known as random search. Lastly, when
used to threaten or cause fear, when considering the seriousness of the search is carried out on a specific segment of customers (say
offence, courts should bear in mind the harm which the weapon might under-18 customers); it is termed as specific search.
A door supervisor must know if the management of the prem-
foreseeably have caused. So the message is stark. This is a serious
ises wants to get everyone who enters the premises scanned
offence and it should be treated with the seriousness that it deserves’. 9 before granting access, or whether the management wants
D
oor supervisors must be aware of their powers to search the door team to only search visitors with suspicious behaviour.
an individual. Under no circumstances should they for- The policy for the door team should include the permissible fre-
cibly carry out a search on an individual. It is well within quency of searches visitors can be subjected to during a single
the powers of a manager to specify search as a ‘’condition of visit to the premises. The searching policies and procedures of a
entry’’ indicating that anyone seeking access to the licensed licensed premises depend upon the kind of venue—whether it is
premises can be searched by the door team. Usually, the con- small or big, or if it is a nightclub or simply a bar.
dition of entry is used to prevent admission of illegal arms or
harmful drugs into the licensed premises. Once searched by
the door team, the customers carrying objectionable items
can be denied entry till they do away with the weapon or the
drug in question. Condition of entry is a useful tool to ensure
safety of customers and staff members at the premises.
The customers or the visitors to the premises are searched for:
Illegal drugs
Offensive weapons
Other unauthorised items (i.e., incendiary devices, fireworks,
laser pens, paint-sprays, alcohol)
Based on the frequency and the number of customers vis-
iting the premises, searching can be classified into:
A door supervisor scans a visitor as he enters the licensed
9
http://www.cps.gov.uk/legal/l_to_o/offensive_weapons_knives_bladed premises
_and_pointed_articles/
57
Conducting a Search at the Entrance is a woman door supervisor is not available at the time of search,
Conditional women customers should be asked to undertake self-searches.
The rule of same sex searching holds good where door super-
A door supervisor does not have the legal right to search eve-
visors are conducting a hands-on body search and are likely to
ryone visiting the premises. However, he may draw his author-
touch the person being searched. However, this rule doesn’t
ity to carry out searches from the management of the licensed
apply when the search is being conducted with a metal detec-
premises and the policies drafted for the purpose.
tor. Since the person being searched is unlikely to be physically
The policy of the premises includes provisions such as:
touched during a scan that uses a metal detector, same sex
Do not allow an individual with suspicious behaviour to en- searching rule may not necessarily apply. However, monitoring
ter the premises. the area of search with the help of a CCTV is considered to be the
Place the confiscated item securely in a safe locker. best practice of the trade. Being sensitive to how a customer may
Record the events before and after the seizure of objection- feel and how he/she is likely to view the search being conducted
able item. is the key to ensuring effective searches on any licensed property.
Keep the suspected person in custody and alert the
police. Seek Permission Before Conducting a Search
Hand over the suspect along with the seized item to the A door supervisor must search a visitor only after securing per-
police. mission, to do so. It is advisable to request permission of the
visitor before conducting a search even if it is a prerequisite for
The admission policy document of licensed premises usually
entering the venue. The door supervisors must secure permis-
contains details such as the maximum number of customers/
sion for search before the visitor/customer enters the licensed
visitors allowed on the premises, the policy on checking the cus-
premises/venue. Only in instances where the search is triggered
tomers who are drunk or on drugs, dress code, age restriction,
by suspicious behaviour of the customer should a security opera-
and the search policy. According to the search procedures out-
tive conduct the search after the suspected customer enters the
lined by the Security Industry Authority (SIA), door supervisors
venue. Forcible search should never be conducted on anyone;
should scan the premises for suspicious bags/ packages, drugs
otherwise, the door supervisor can be arrested for assault.
or weapons, and health/safety hazards. The Security Industry
Use of force while carrying out searches may put security
Authority (SIA) recommendations for conducting a search on
operatives in a tight spot and they may even end up loosing
people and premises include enforcing same sex searching rule,
their jobs or going behind bars.
gaining permission from customer prior to conducting a search,
In case a visitor refuses to be searched, he or she should be
and conducting the searches in view of CCTV.
politely denied entry into the premises. In general, customers
appreciate that the search is being conducted in the interest of
Same Sex Searches public safety and do not offer much resistance. If permission is
Most searching policies include same sex searching rules, indicat- withdrawn during the search, the door supervisor should stop
ing that only men can search men, and only women can search the search immediately and refuse entry to the visitor.
women. In other words, door supervisors must not conduct
a physical search on any member of the opposite sex. In case
How to Search Customers
and their Property
A door supervisor must observe the type of customers visiting
the premises, and prepare a list of items management wishes to
disallow or ban on the licensed premises. Customers must be in-
formed that the venue has the policy of ‘search as a condition of
entry’. They should be told what are they being searched for and
what items are disallowed on the premises. Lastly, their permis-
sion must be obtained prior to commencing any search. Even
if the customer insists that he/she has no unauthorised items in
his/her possession, it is the duty of the door supervisor to carry
out the search. Body searches should be made in a thorough and
systematic manner to avoid missing anything significant. A secu-
rity operative should devise his/her own method of searching,
Door supervisors search visitors after the scanner scans
and should use the same system every time, so that the impor-
them and their belongings
tant aspects of the search are never skipped or overlooked.
|
Types of Searches
Before you search people, you should ask them whether
•• they have something that is not allowed inside the
Visual Search
premises
•• Check the visitor visually before he/she reaches you.
•• they have something that could injure others or
•• See if the visitor is nervous or pale-faced; he/she might themselves
be carrying objectionable materials under some threat.
•• they have in their possession a sharp-edged
•• See if the visitor is part of a group and is trying to weapon, or some explosive material
distract you intentionally so that others can sneak
into the premises with weapons, drugs, or other
objectionable material. Get a Colleague to Witness the Search
•• Observe the manner in which visitors walk or stand; If a customer indicates that he/she has an illegal or unauthorised
see if it conforms to the norms. item in his/her possession, the door supervisor should restrict the
•• See if the individuals are carrying objectionable body movement of the individual. This is to ensure that the indi-
items ignorantly and without knowledge of the vidual cannot, for instance, use the weapon he/she is carrying. At
items being barred from the licensed premises. this point, it is advisable to obtain the assistance of another su-
Verbal Search pervisor , or a security operative to act as a witness to your search
•• Inform the visitors that they are going to be for safety reasons. A colleague can support the door supervisor in
searched and any resistance to search will debar maintaining the control on the number of people entering the
them from entering the premises. venue, assist if the door supervisor is attacked, and ascertain that
•• Question them to check if they are carrying anything nobody passes the gate without being properly checked.
objectionable under any threat or pressure.
•• Ask them if they are carrying any banned items that
can be deposited in the safety lockers.
Physical Search
•• Use of metal detectors is preferred. Practice them on
each other before using them to scan the customers.
•• Use fingertips to slide and press on anything protruding
or anything that seems out of place while conducting
the search.
•• Request the customers/visitors to open up their
coats, bags, parcels, and the like.
•• When in doubt, ask the customers to take out the Two security officers check the customers
packed items from their bags for scanning.
Protect Yourself while Searching People

A door supervisor should be careful when searching people.
Visitors should be asked to empty their bags and pockets by
themselves and place the contents on the table. Door supervi-
sor should search the customers from the side. No one should
be asked to strip; only a part of clothing may be removed in
Carolina K. Smith MD/Shutterstock.com
case it is preventing the search. Door supervisors should wear

rubber or needle-proof gloves to prevent infections and avert
injuries from sharp objects. A good way to search is to start at
the front top and to work your way downwards, before moving
behind the subject to carry out similar search at the back. Allow
the person to keep his or her hands where you can see them
A door supervisor scans an individual at the entrance
and ask the person to let you know where the concealed item is
of a venue
placed. Lightly pat or feel the area he/she indicates so that you
Chapter 9 Searching | 59
can ascertain the location and position of the concealed item.
Only when you are sure that you can retrieve the item safely,
should you attempt to do so. As soon as you have taken the
item from the customer, you should secure it away from him/
her by either passing it to another door supervisor, or by safely
placing it out of the customer’s reach.
Finding Items
When a banned or an objectionable item is located, deal with
it in the following manner:
Sort out the items and put them in safety lockers or bins
On finding drugs, inform the supervisor or controller of the
premises so that he/she can call the police
Tag the items and place them accordingly A door supervisor puts the seized drugs in a box while
Record the process until the seized items reach the police wearing rubber gloves to avoid infection
In every case, the events should be recorded by the door
supervisor so as to withstand any enquiry at any time. If the Maintain a Daily Logbook for Searches
item is not safe enough to be seized, the visitor should not be Every premise should form a policy that identifies items that
allowed inside the premises, and he/she should be instructed are disallowed on the premises and those that will be seized.
to take the material back. The policy should also list out the action following the sei-
zure. The policy should be framed in co-ordination with the
Handover Seized Items to Police local police. The seizure of an objectionable item should be
If a door supervisor finds objectionable material with a cus- recorded and the record should include the following points:
tomer during the search, he/she should seize it and keep it The time when the item was seized and handed over to the
in safe custody until it is handed over to the police. The door police
supervisor should: The person or the door supervisor who seized the item and
record the findings in a notebook the particulars of the visitor from whom the item is seized
invite a witness while seizing the item The reason for the seized item to be termed objectionable
keep the item in safety lockers until it is handed over to the
police Specific Steps while Dealing with Drugs
make a note of all the steps and actions in the security logbook If door supervisors find drugs that are contaminated, they
help the police take the seized item and the individual into should first protect themselves from all possible infections.
custody Some of these items can lead to infection just by touching.
A door supervisor must wear rubber gloves before coming in
contact with contaminated drugs.
The drugs should be placed in a plastic cover and labeled
with a note indicating the contents, its quantity, and the time
and date of seizing the drug. Empty bottles can be used to
temporarily store needles and syringes, which can then be
transferred to a safer place to ensure that no one picks it up or
gets infected accidentally. If required, the package can even be
dropped at the nearest medical centre for all necessary action.
Weapons
Offensive Weapons
To have offensive weapons at a public place without a reason-
able excuse or lawful authority is a serious offence. Lawfully,
only the police and the military forces are allowed to carry
Two door supervisors look on as a visitor starts to take
weapons; therefore, visitors and door supervisors should not
something out of his coat
have weapons in their possession.
|
Offensive weapons are

designed, modified, and used to
cause harm to the masses and the
communities.
Adapted weapons are things Man-made weapons are Intended weapons are carried
of everyday use, but they can be designed and manufactured specially to cause injury—for
modified to cause injury—for ex- intentionally to cause harm—for example, a broken glass piece or
ample, a razor blade or a broken example, a knuckle-buster or an iron rods.
beer bottle. extendable baton.
A consecutive sentence will usually

be required where the weapons
offence is distinct and in-
dependent of another
offence.10
A balance must be
struck between the of-
fence not in itself in-
volving injury, and the
A door supervisor is not supposed to carry weapons un-
p u b l i c ’s l e g i t i m a t e
der any circumstances, even if it is for personal safety or self-
concern that a culture
defense. For example, if a carpenter is on his way to work, he
of carrying weapons
should carry the tools in a proper case or kit. It is inappropriate
encourages violence
to carry pointed articles without proper covering as this may
and may lead to
injure people around. Weapons such as a folding knife with a
more serious criminal
blade can be an exception to this rule. Door supervisors can
behaviour.
take possession of any specifically dangerous item that is not
In assessing the serious-
offensive and return it to the visitors on their way back. These
ness of the offence, it is necessary to consider the following:
are some effective methods to prevent entry of offensive and
dangerous items into the premises. To a significant extent, the offender’s intention
they also help in screening the visitors and customers to en- the circumstances of the offence
sure that no criminal element enters the premises and puts the nature of the weapon(s) involved11
people and property at risk. Door supervisors carry out searches as part of their duty
and for the safety of the customers, staff, and the prem-
Sentencing Guidance for Possession of ises. Everyone visiting the premises should be aware of the
Offensive Weapons searches and should fully co-operate with security operatives,
A Court of Appeal issued the following sentencing guidance considering it as a safety measure for them and for the com-
for the offence of possessing offensive weapons. munity as a whole. Searches serve as an effective way to do
Where the offence is committed in conjunction with an- away with offensive and dangerous items, and to manage
other offence, the usual considerations in relation to totality visitors/customers rushing into a venue.
apply; that is:
A concurrent sentence will usually be appropriate if the
10
https://www.cps.gov.uk/legal/l_to_o/offensive_weapons_knives
_bladed_and_pointed_articles/
weapons offence is ancillary to another more serious 11
https://www.cps.gov.uk/legal/l_to_o/offensive_weapons_knives
offence. _bladed_and_pointed_articles/
Key Terms
Adapted Weapons p. 61 Offensive Weapons p. 61 Verbal Search p. 59
Intended Weapons p. 61 Physical Search p. 59 Visual Search p. 59
Man-Made Weapons p. 61
Credits
https://www.sia.homeoffice.gov.uk/Pages/licensing-manned-guarding.aspx
https://www.sia.homeoffice.gov.uk/Documents/licensing/sia_get_licensed.pdf
https://www.skillsforsecurity.org.uk
Multiple Choice
1. Which of the following statements is TRUE regarding c. asking visitors to keep their hand where the supervisor
searching by door supervisors? can see them.
a. They can search anyone forcibly. d. starting physical search at the front top and moving
b. They cannot keep suspected individuals in custody downwards
without alerting the police. 6. Which of the following powers cannot be exercised by a
c. They can search everyone visiting premises. door supervisor upon finding an illegal item on a visitor?
d. They can deny entry judging an individual’s behaviour. a. putting the item in a safety locker
2. What should a door supervisor do if a customer refuses to b. informing a superior officer
be searched? c. arresting the visitor without informing police
a. Deny entry. d. recording the events
b. Alert the police. 7. Which of the following behaviours is ill-advised for a door
c. Search forcibly. supervisor?
d. Allow conditional entry. a. carrying a gun for self-protection
3. Which of the following types of searches includes the use b. asking visitors to empty their bags
of metal detectors? c. asking a colleague to cover him/her while searching
a. visual search d. passing seized illegal items to a colleague to secure it
b. verbal search away
c. digital search 8. Which of the following is NOT a mandatory entry in the
d. physical search daily logbook register after the seizure of an objectionable
4. Which of the following is NOT a step involved in verbal item is recorded?
search? a. time of seizure
a. Check if the visitor is pale-faced. b. details of the visitor and the door supervisor
b. Inform the visitor that he/she is going to be searched. c. reasons for seizure
c. Question the visitor if he/she is carrying any d. details of the police officer who collects the seized item
unauthorized item under pressure. 9. Which of the following elements is NOT considered when
d. Ask the visitor if he/she is carrying an item that can be assessing the seriousness of offence of carrying offensive
put in a safety locker. weapons?
5. Which of the following actions should NOT be performed a. the offender’s intention
when searching a visitor? b. the circumstances of the offence
a. asking visitors to empty their pockets themselves. c. the nature of the weapons involved
b. asking visitors to scan their expensive packages. d. the criminal history of the possessor
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10. How does a colleague help a door supervisor while c. He holds visitors while the supervisor searches them
searching visitors? individually.
a. He coerces a visitor who refuses to be searched. d. He corners visitors with suspicious behaviour and
b. He acts as a witness to the search. hands them over to the police.
True/False

true false
1. Door supervisors have the right to forcibly search an individual.

2. A visitor should be allowed to enter the venue even if he/she refuses to be searched.
3. Door supervisors should invite a witness when they seize objectionable items.
4. According to the Security Industry Authority (SIA) recommendations for conducting
a search on people and premises, the searches should be conducted in view of CCTV.
5. Door supervisors can conduct a physical search on any member of the opposite sex.
False 3.
True 4.
True/False
a 3. d 4. a 5. b 6. c 7. a 8. d 9. d 10. b
1. d 2.
Multiple Choice
Answer Key
C h a p t e r 1 0
Arrest
In a case, Christie v Leachinsky [1947] A.C. 573, the court held that ‘a public interest as and when the oc- An arrest or
citizen is prima facie entitled to personal freedom . . . . However, the casion demands. In other words, forcible restraint is
door supervisors can restrict the taking or keeping of
right to liberty is not absolute. “The court defined arrest as placing a the movement of an indi- a person in custody by legal
person under lawful detention against the person’s will for the pur- vidual if he/she is believed authority. Power to arrest is the
poses of law enforcement. The arrest becomes unlawful if the police to have committed an of- power to deprive an individual
do not adequately enforce rights to liberty by ensuring that (i) there fence. It is important to of his or her liberty for a
is evidence to justify the arrest before it takes place, (ii) there is proper
keep in mind that the pow- wrongdoing that has been
ers of arrest are vested in the committed or said to have
reason for arrest, and (iii) the suspect is released as soon as possible.”12 law enforcement agencies been committed by
A
s a door supervisor, you are the first one to meet the visitor
alone, but door supervisors can the arrestee.
make citizen’s arrest, if required.
at the premises; and therefore, while enforcing the law and
the policies of the venue, it is necessary that your judge-
What Is an Arrest?
ments are fair and your actions are effective. You may be con-
stantly called upon to use your discretion on who to permit and An arrest or forcible restraint is the taking or keeping of a person
who to deny entry on the premises, especially when the right to in custody by legal authority. It is an exercise of the power that de-
admission is reserved. Door Supervisors have no special powers to prives an individual of his or her liberty for a wrongdoing that has
arrest. At best, they can restrict the movement of an individual in been committed or said to have been committed by the arrestee.
An arrest is made to bring the arrestee before a court so
http://www.leeds.ac.uk/law/hamlyn/arrestor.htm
12
that justice may be done in accordance with the offence com-
mitted. It is an act that deprives another individual of his or her
freedom and, therefore, should be administered with utmost
care and responsibility. An arrest may admonish and deter the
arrested individual from committing more crimes.
Detention need not necessarily be for an offence commit-
ted in the past. In other words, an arrest may be preventive,
and it may not necessarily happen only after the offence is
committed. Like any other citizen, door supervisors may re-
strict the movement of an individual or make a citizen’s arrest
PathDoc/Shutterrstock.com
to prevent the following:

An offence from being committed
The continuance of an offence being committed
The renewal of an offence committed earlier
64
Following conditions must be fulfilled for a citizen’s arrest

to be lawful:
(i) the person making a citizen’s arrest is certain that a constable
can’t arrest the offending individual instead of him/her
(ii) the person making a citizen’s arrest has reasonable
Joe Belanger/Shutterstock.com
grounds to believe that arresting the offending individual
is necessary to prevent:
a. physical injury to others or to the offending individual
b. loss of or damage to property
c. escape of the offending individual before a constable
assumes responsibility for him/her
Arrest Procedures
A citizen’s arrest cannot be made inside a polling station on a
Door supervisors may ensure that the faltering individual or
person who commits or is suspected of committing the offence
group doesn’t escape before the police arrive. Security op-
of personating (i.e. he/she assumes the character of another
eratives may restrict the movement of the erring individuals/
without lawful authority) under specific provisions of Represen-
group, or they may make a citizen’s arrest if they have adequate
tation of the People Act 1983. It cannot be made in connection
evidence of an offence being committed on the premises un-
with the offence of stirring up racial/religious hatred, as speci-
der their supervision. Therefore, door supervisors must know
fied in certain provisions of Public Order Act 1986. A private
what offences call for such an action, what provisions of law
person, such as a door supervisor, may execute the warrant of
grant them protection against retaliatory legal action, and what
arrest issued by a court of law by virtue of the authority vested
are the procedures to be followed for initiating such an action.
in him/her by the said court as a specific direction to do so.
Powers of Arrest A citizen’s arrest can be made prior to an offence being
Certain provisions of Serious Organized Crime and Police Act committed for the offences specified in the Criminal Attempts
2005 (SOCPA) replaced the provisions related to the powers Act 1981. However, merely witnessing preparation of the of-
of arrest listed in the Police and Criminal Evidence Act 1984 fence doesn’t qualify for a citizen’s arrest. In other words, col-
(PACE). The powers of arrest specified under Sections 24 (by lecting bricks to smash a car window doesn’t qualify for a
constables) and 24A (by other persons) of PACE were substi- citizen’s arrest to be made, but throwing a brick at the car win-
tuted with clauses under Section 110 of SOCPA. The latest dows would call for a citizen’s arrest.
provisions of law on the powers of arrest indicate: Thumb Rules for Making a Citizen’s Arrest
A constable may arrest without a warrant:
Rule 1
(a) anyone who is about to commit an offence Never arrive at the decision to make a citizen’s arrest on the
(b) anyone who is in the act of committing an offence basis of hearsay alone. It is best to make use of this provision
(c) anyone whom he/she has reasonable grounds for when you witness a crime being committed.
suspecting to be about to commit an offence
(d) anyone whom he/she has reasonable grounds for
suspecting to be committing an offence
If any offence has been committed, a constable may arrest
without a warrant:
(a) anyone who is guilty of the offence
(b) anyone whom he has reasonable ground for suspecting
to be guilty of it
As for the citizen’s arrest, a clause that enables any citizen, in-
cluding door supervisors, to restrain an individual with the intent Rule 2
to prevent a crime from occurring, the provisions in SOCPA state:
Call the police instead of making a citizen’s arrest, if the situa-
A person other than a constable may arrest without a warrant:
tion permits. For instance, if you overhear a group discussing
(a) anyone who is in the act of committing an indictable offence bank robbery, or if you have a reasonable ground to believe
(b) anyone whom he has reasonable grounds for suspecting that an individual is carrying an unlicensed arm, it is a better
to be committing an indictable offence idea to inform the police rather than making a citizen’s arrest.
Chapter 10 Arrest | 65

a procedure as part of the criminal justice system. As mentioned
Rule 3
earlier, taking into account the grave implications of an arrest, the
It is fine to make a citizen’s arrest when a door supervisor security operatives must use the provision of citizen’s arrest with
watches or has a reasonable cause to believe that the faltering utmost responsibility and sense of fairness. The discretion and
individual has committed a crime. Offences such as murder, consideration of a door supervisor must determine if the circum-
theft and arson are criminal offences. stances call for an extreme action such as this. The powers of citi-
Rule 4 zen’s arrest vested in door supervisors should always be applied
Making a citizen’s arrest is fine if the erring individual is caus- correctly and judiciously.
ing a breach of peace. Therefore, public brawling, public in- The most useful aspect of common law that door supervi-
toxication, or brandishing a firing weapon is a fair ground to sors make use of pertains to the power of citizen’s arrest for
make a citizen’s arrest. ‘breach of the peace’.
What Is Breach of the Peace?

A precise definition of breach of the peace is hard to arrive
at without interminable debates over what constitutes such a
breach.
There is, however, wide agreement over the definition given
in the case Regina v Howell (1981). The court has held that “there
is a breach of the peace whenever harm is actually done, or is likely
to be done to a person or in his presence to his property, or when a
person is in fear of being so harmed through an assault, an affray,
a riot, unlawful assembly or other disturbance.” 13 A breach of the
peace may occur on either public or private property.
Door supervisors can stop or prevent anyone from breach-
ing the peace by indulging in unlawful activities. However, a
breach of the peace is not a criminal offence by itself. It is an
Rule 5 old common law concept used to prevent unlawful violence
Before making a citizen’s arrest, use your judgement to assess if against people and property.
it is safe to make an arrest and that making a citizen’s arrest is not
How Police Deal with Breach of the Peace
likely to further precipitate the situation. Have a plan to restrict the
movement of the perpetrator if you suspect that he/she is armed. When there is sufficient reason to believe that a breach of the
An arrest is a restriction imposed on a person that deprives peace is being committed, or is about to be committed, the
him or her of the freedom to move around freely. It is carried out police deal with it in the following manner:
usually to aid investigation of an alleged crime or to prevent a
crime from being committed. The arrestee is usually presented to http://freebeagles.org/caselaw/CL_bp_Howell_notes.html
13
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1. Defuse the situation and resolve it without using any As indictable offences are very serious, they can lead to long-
common law powers granted to them. term imprisonment. Before the case is sent to the crown court for
2. Use common law powers of arrest; detain anyone who is trial, an individual charged with an indictable offence has to ap-
committing or is likely to commit a breach of the peace. pear before the magistrates’ court. The magistrates’ court decides
3. Use common law powers to enter any premises without on the custody or bail of the individual. Thereafter, the defendant
warrant. is ‘tried on indictment’ in the crown court before a judge and jury.
An indictment, prepared by the prosecution, is a formal
Arrest for Breach of the Peace: Is it Lawful? document that lists the offences the defendant is alleged to
have committed, and it documents details of the allegations.
Strictly stipulated procedural norms answer questions such as
how the indictment is to be prepared and what time limits
may be set for the service of the indictment. Observance of
these norms is mandatory for the trial to proceed.
Since any citizen (not necessarily only a policeperson) can
Beto Chagas/Shutterstock.com
make an arrest to stop or prevent a breach of the peace, it is
critical that the arrester knows the when-and-how of making
an arrest. If an arrest is made in absence of any objectively rea-
sonable cause to anticipate a breach of the peace, it will not
be a lawful arrest. The arrest will be lawful only if there is an
imminent threat of the breach that is likely to cause disorder The indictment will be put to the defendant in the
in the given circumstances. crown court at a plea and case management hearing, dur-
What constitutes a breach of the peace is often ambigu- ing which he or she will be asked to plead guilty or not
ous, therefore, powers used to stop or prevent a breach are guilty to each count.
closely examined by the courts to check
whether there has been any violation of How to Arrest
human rights. To the extent that circumstances permit, it should be the
intention of door supervisors to make citizen’s arrests quietly
Indictable Offences and discreetly. Such an approach will help in prevention of
Indictable offences (which in- altercations from developing and situations from escalating.
clude murder, manslaughter, rape, While making a citizen’s arrest, display of aggression in any
robbery, arson) are more serious form may prove counterproductive and therefore, it is best to
pryzmat/Shutterstock.com
than summary offences and are avoid the same. Do not be aggressive, if there is no obvious
dealt with in the crown court. resistance to citizen’s arrest on part of the suspect. As a rule,
They can also include triable firmness of intent expressed in your body language and the
either-way offences if the mag- tone of your voice should suffice.
istrates’ cour t, on hearing the To begin a citizen’s arrest, you need to first tell the follow-
initial facts and considering the se- ing to the suspect in simple non-technical terms:
riousness of the case, decides that it That he or she is under citizen’s arrest
should be tried on indictment. The reason for which the citizen’s arrest is being made

Serious Organised Crime and Police
Act 2005 (SOCPA)
SOCPA, aimed at creating the Serious Organised Crime
Agency, significantly extended and simplified the powers
of arrest of a constable. These powers to arrest only apply if
one or more of the following reasons are present:
1. To prevent the suspect from
•• causing physical injury to himself/herself or any
other person
•• suffering physical injury
•• causing loss of or damage to property
•• committing an offence against public decency
•• causing an unlawful obstruction of the highway
2. To ascertain the name and address of the suspect
3. To allow prompt and effective investigation of the of-
lafotografica/Shutterstock.com
fence or of the conduct of the person being arrested
4. To prevent any prosecution for the offence from
being hindered by the disappearance of the person
being arrested
Credit: https://www.gov.uk/government/uploads/system/uploads/
Door supervisor carries out citizen’s arrest
attachment_data/file/117583/pace-code-g-2012.pdf
When the Police Arrive

The evidence that supports the citizen’s arrest
1. Take the police to the place where the detainee is held.
That the police will be called
2. Tell police officers what you witnessed and what was
If it is not obvious from your uniform, or if it is not clearly reported to you.
implied that you are entrusted with the task of imposing dis- 3. Explain why you made the citizen’s arrest.
cipline, make it a point to state and convey your role verbally. 4. Present details of all witnesses to the offence.
Once the intention to make a citizen’s arrest is clearly 5. Produce evidence such as weapons, drugs, or stolen
stated, take hold of the suspect’s arm to impose physical re- property.
straint and prevent attempts of escape or assault. You may
use reasonable force such as holding down the suspect. You If the police officers find sufficient grounds to take the person
may even handcuff the suspect and search him or her while into custody, they will formally arrest the person and take him/
carrying out a citizen’s arrest. her in custody. You will be required to make a formal written
In some situations, restraint of any kind is not necessary as statement relating to the evidence you produce. This may be
the suspect may be forthcoming. done immediately or subsequently. The police will help you do it.
After Citizen’s Arrest Unlawful Arrest

An unlawful arrest is also identified as “a false arrest, illegal
While You Wait for the Police
detainment, improper arrest, illegal confinement, wrong cap-
Much time may lapse between a citizen’s arrest and the ar-
ture, or improper seizure.”14
rival of the police. As a door supervisor, you need to be careful
As a door supervisor, you need to use your discretion and
about how you treat the detainee who is now under your care
common sense to understand if there are reasonable grounds
and whose safe custody is your responsibility. Although you
to suspect that the person is committing or has committed an
are required to show due restrain while using force on the sus-
indictable offence. Carrying out a citizen’s arrest on an individual
pect, do keep in mind that the suspect may:
who is innocent may trigger court action against the door super-
1. assault you 2. assault someone in the vicinity visor. (In addition to civil action, the concerned door supervisor
3. attempt to escape 4. destroy, discard, or hide evidence
5. injure himself/herself 6. commit suicide http://www.ehow.com/facts_6184498_unlawful-arrest_.html
14
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may face disciplinary action from his/her employer.). Treat the de-
tained individual fairly during the citizen’s arrest and thereafter, so
there is a chance of the detained individual not initiating court
action just in case police probe proves him or her innocent.
Showing disrespect to an officer or arguing with him or
her is not a sufficient ground for making a citizen’s arrest. Also,
it is unlawful to keep an individual in police custody for any
length of time without proper legal sanction. Although there
are relatively few successful civil actions against citizen’s ar-
Ilya Andriyanov/Shutterstock.com
resters on account of unlawful arrests, it pays to remain calm
and respectful even while you are being firm.
Reasonable Suspicion and Probable Cause

While making a citizen’s arrest, simply going by hunches and pro-
filing without facts of the situation may lead to unlawful arrest. the suspect has allegedly used. Neither can you have a search
Therefore, security operatives must bear in mind the difference warrant issued or a citizen’s arrest made merely on the basis of
between ‘probable cause’ and ‘reasonable suspicion’. To make a reasonable suspicion.
citizen’s arrest, a door supervisor must have a ‘probable cause’. You are said to have a probable cause if you can reasonably
Although both terms are linked to an individual’s percep- believe that a crime was in the process of being committed, had
tion of the situation, they differ in terms of the arrestee’s rights been committed, or was going to be committed. Having a prob-
and the protocol to be followed. able cause allows you to search the suspect. You may also make a
A reasonable suspicion occurs when you can reasonably citizen’s arrest if you see the crime being committed.
suspect that a crime is in the process of being committed, has Reasonable suspicion precedes probable cause. You have
been committed, or is going to be committed very soon. Hav- reasonable suspicion, if a crime appears to have been com-
ing reasonable suspicion allows you to frisk a suspect or detain mitted. You have a probable cause when there is sufficient evi-
him or her briefly. You cannot search the suspect or the vehicle dence indicating that a crime has most likely been committed.
Key Terms
Arrest p. 64 Probable Cause p. 69 Triable Either-Way Offences p. 67
Breach of the Peace p. 66 Reasonable Force p. 68 Unlawful Arrest p. 68
Indictable Offences p. 67 Reasonable Suspicion p. 69
Indictment p. 67 Summary Offences p. 67
Credits
http://www.cps.gov.uk/legal http://www.sia.homeoffice.gov.uk
http://www.ukcrime.wordpress.com http://www.leeds.ac.uk/law/hamlyn/arrestor.htm
http://www.e-lawresources.co.uk
Multiple Choice
1. Which one of the following statements is NOT true c. An arrest is made to bring the arrestee before a court
regarding an arrest? so that justice may be done in accordance with the
a. An arrest should be administered with utmost care and committed offence.
responsibility as it deprives another of his/her freedom. d. An arrest is the taking or keeping of a person in
b. An arrest is made with the consent of an arrestee, if the custody by legal authority.
arrestee is an influential politician.

2. is a formal document that lists the offences 7. Which of the following terms is NOT synonymous with
the defendant is alleged to have committed and “unlawful arrest”?
documents details of the allegations. a. illegal confinement c. frisking or brief detainment
a. indictment c. warrant b. false arrest d. improper seizure
b. arraignment d. affidavit 8. Under which of the following circumstances does the Serious
3. Which of the following actions can be undertaken by Organised Crime and Police Act 2005 allows arrest?
a door supervisor while encountering a reasonably a. to prevent the suspect from suffering physical injury
suspicious visitor? b. to prevent the suspect from inflicting injury on
a. searching the suspect or the vehicle used by him/her witnessing preparation of the offence
b. issuing a search warrant against the suspect c. to detain the suspect temporarily till he/she is handed
c. making an arrest solely on the basis of reasonable over to the police
suspicion d. to prevent any bail attempt, to save the suspect, by the
d. frisking and/or detaining the suspect briefly prosecution
4. Which one of the following options is NOT an indictable 9. While making an arrest, reasonable force should be used
offence? to .
a. murder c. rape a. display the authority of the door supervisor
b. robbery d. larceny b. conform to the procedural norms of the premises
5. The police can enter a property without a warrant, in order to c. convey the arrestor’s firmness of intent
stop or prevent the breach of peace, using . d. prevent an escape or assault attempt by the suspect
a. common law powers of arrest 10. Which of the following allows citizen’s arrest?
b. common law powers of premises a. People Act 1983
c. common law powers of entry b. Serious Organised Crime and Police Act 2005
d. common law powers of justice c. Police and Criminal Evidence Act 1984
6. The most useful aspect of common law that door supervisors d. Public Order Act 1986
make use of is the power of arrest for .
a. robbery c. treason
b. inflicting violence d. breach of the peace
True/False

true false
1. Door supervisors have the authority to capture or arrest an individual believed to have
committed an offence.
2. Indictable offences are tried in the magistrates’ court.
3. Detention/arrest can be carried out only for an offence already committed.
4. An arrest can be made by a door supervisor on the basis of a probable cause.
5. A breach of the peace is not a criminal offence in itself.
False 3. False 4.
True 2.
1. True
True 5.
True/False
a 3. d 4. d 5. c 6. d 7. c 8. a 9. d 10. c
1. b 2.
Multiple Choice
Answer Key
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C h a p t e r 1 1
Drugs Awareness
Lambert was convicted of possessing cocaine, a controlled drug, with Door supervisors are the first point of contact at any licensed
the intent to supply. He was tried for the offence under Section 5 of the premises; therefore, they often end up dealing directly with the
customers in possession of drugs or those supplying them to
Misuse of Drugs Act 1971 and was subsequently sentenced to seven others. Use of drugs at any licensed premises may trigger vio-
years’ imprisonment. The issue before the Court of Appeal was: whether lent incidents, or call for first aid solutions. It may even attract
it is an essential element of the offence of possession of a controlled drug drug dealers to the venue. The increased use of drugs is also
(under Sec. 5 of the Misuse of Drugs Act 1971) that the accused is in full likely to result in the potential loss of the licence to run a night-
club or a pub. Hence, it is the responsibility of the door supervi-
knowledge of the fact that the substance he possesses is a controlled
sors to prevent the illegal sale of drugs at the venue, or at least
drug. The judge referred to the law established in a similar Court of Ap- limit the use of controlled drug to avoid volatile situations. It is
peal [R v McNamara [1988] 87 Cr APP R 246] and settled the issue as important for a door supervisor to be able to identify the drug
under: ‘In a case like the present, the prosecution must prove that the ac- users and curb supply and misuse of drugs.
cused had a bag with something in it in his custody or control; and that
the something in the bag was a controlled drug. The prosecution need
not prove that the accused was aware of the fact that the substance in
his possession was a controlled drug let alone a particular controlled
drug’. [House of Lords: Regina v Lambert]
A
ccording to the Crime Survey for England and Wales
2012–2013, 2.8% of adults in age bracket 16–59 years
are frequent drug users. The survey indicated that
frequent drug use among young people aged 16 to 24 was
almost twice as high as for adults.
The use of illicit drugs was highest among 16 to 24 years
with cannabis being the most commonly taken drug. Cocaine
is the next most used drug in the United Kingdom. High lev-
els of drug-use continue to be more prevalent in men than
women. Visits to pubs/nightclubs and high alcohol consump-
tion is associated with increased drug use.
71
The Essential Know-How The Misuse of Drugs Act 1971 classifies the controlled
drugs into three categories (A, B and C). Offences pertaining
Dealing with drug users and drug dealers can be a tricky affair.
to Class A drugs attract the highest degree of penalty.
Door supervisors must have a functional knowledge of the
Anti-Social Behaviour Act 2004 is the other legislation that
laws and the powers vested in them by the law in relation to
deals with drug misuse. Part I of the Anti-Social Behaviour Act
controlled drugs.
2004 refers to the premises where drugs are used unlawfully.
To be able to effectively deal with a drug-related situation,
Section 1 of the act discusses the provision of closure notice.
door supervisors must understand the following:
The provision states: “If a police officer has reasonable grounds
Anti-drug laws and policies for believing that the premises have been used in connection
Classification of drugs with the unlawful use, production or supply of a Class A con-
Appearance and behaviour of drug users trolled drug, and that the use of the premises is associated with
The most common drugs and drug offences associated the occurrence of disorder or serious nuisance to mem-
with the licensed premises The Misuse bers of the public, the officer may authorise the
Signs to indicate various types of drug litter of Drugs Act issue of a closure notice in respect to the said
Signs to signal occurrence of drug offences 1971 is the principal premises.”15
such as drug dealing at the licensed legislation for controlling
premises certain substances. The act How to Identify Drug Users
Measures to prevent drug-related activ- categorises substances into
ity on the licensed premises classes A, B and C, according to Drugs have varied effects on people.
Steps to ensure public safety when the levels of harm they cause; While some may relax and enjoy them-
issues related to drug use are being this in turn determines the level selves, others suffer severe mood swings
and may even turn violent. Physical and
addressed of punishment for breaches
behavioural responses to drugs differ
Control strategy to contain drug-related relating to each of the
from person to person, situation to situa-
incidents/accidents classified drugs or
tion and substance to substance. Door super-
Steps to deal with drug-related medical substances.
emergencies visors or security operatives can identify drug
users on the basis of physical and behavioural patterns
The Misuse of Drugs Act 1971 defines drug misuse, lists out
drugs that are controlled or illegal, and classifies controlled 15
http://www.parliament.uk/briefing-papers/LLN-2013-026.pdf
drugs on the basis of the degree of damage they cause and
the penalties they attract.
The act lists down the offences and penalties depending
on the class/category of drug involved. The offences listed in
the act include the following:
Unlawful possession of a controlled drug
Possession of a controlled drug with the intent to supply it
Supplying or offering to supply a controlled drug
Unlawful production or supply of controlled drug in the
premises that you own or manage
Allowing controlled drug on the premises you occupy or
manage
Drug Misuse
Leah-Anne Thompson/Shutterstock.com
Drug misuse or substance abuse refers to the use of drugs

for non-therapeutic effects. In other words, non-medical use of
drugs otherwise meant to be used for curing ailments amounts
to substance abuse. The use of drugs that have no accepted
medical utility also exemplifies drug misuse. Drug misuse severely
impacts physical health, mental health and social situations of a
drug user. However, the law doesn’t differentiate between con- A door supervisor/security operative handcuffing a
sumption of illegally manufactured drugs and pharmaceutical drug-user
drugs consumed for non-medical purposes.
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Physical Patterns Behavioural Patterns Drug Litter

Bloodshot eyes Silent and withdrawn Needles and syringes
Frequent nosebleeds Non-stop dancing Cardboard filters
Sudden seizures Clumsy movements Plastic cards or razor blades
Unusual smells on breath, body or clothing Dopey expression Small bottles and vials
Slurred speech Increased intake of soft drinks/water Burnt tin foils and spoons
Excessive energy Empty sweet wrappings left in toilets.
Discarded citric acid or lemon juice
or the drug litter they leave behind. Bloodshot eyes, unco- Scanning toilets for drug litter is a sure way to spot
ordinated behaviour, dilated pupils, excessive sweating, and drug activity on the licensed premises. Detection of
powder marks around nose are some signs to indicate drug drug litter should prompt door supervisors to increase
use. Alternately, drug users can also be identified by hyper- the frequency of checks. Wraps, drug ‘bullets’, silver foil,
active behaviour such as excessive dancing, or by constant, cellophane wrapping, glass or plastic bottles and vials,
repetitive movements. A security operative must keep in razor blades, syringes and needles are things security
mind that these patterns are not restricted to drug users; operatives should watch out for while scanning car
therefore, the list of identifiable symptoms is not exhaustive. parks, fire exit staircases, toilets, gardens or other
Moreover, similar symptoms may even be spotted in people obscure corners of the premises.
who consume alcohol or those who are ill.
Drugs by Classification
Class A Class B Class C
Cocaine Cannabis Temazepam
(trade name
Roland Spiegler/Shutterstock.com
Restoril) and
Flunitrazepam
(trade name
Rohypnol);
illegal to pos-
sess without a
Drug litter
prescription
Drug Dealing Morphine Amphetamines GHB

Door supervisors should keep a watchful eye for signs of drug Opium Mephedrone Ketamine
dealing on the licensed premises. Frequent tidying and vigi-
Crack
lance are powerful tools to keep drug users and drug dealers
under check. If door supervisors detect something suspicious, Ecstasy
they should bring it to the notice of the management. They
LSD
may even report the matter to the police if the situation calls
for it. Instances of drug dealers approaching door supervisors Amphetamine
to keep other drug dealers at bay or attempts to bribe them
Magic mushrooms
to let the drug dealing proceed unhindered have been re-
ported in the past.
Chapter 11 Drugs Awareness | 73

How to Spot Drug Dealing on Licensed Premises
•• Multiple people/customers approaching an indi-
vidual for a short conversation
•• Money changing hands
•• Suspicious individuals going back and forth to dis-
creet areas presumably to replenish stocks of the
drugs they are selling
•• Large quantities of drugs packed in small packets
hidden in obscure corners of the premises
•• Bar staff and customers often give useful tips to spot
drug dealers
mrkornflakes/Shutterstock.com
Useful tips for door supervisors to scan the premises for
possible drug misuse:
Emptying ashtrays or wiping tables is an effective ‘cover’ for
surveillance
Combining the social aspect with monitoring; get to know
customers and make sure they know you Drugs being exchanged in lieu of money
Making regular checks on
toilets, car parks, fire exit
staircases and gardens Detecting Drugs At Licensed Premises
Employing unobtrusive
monitoring techniques to
identify the signs of drug use
and drug dealing
Door supervisors must make
it a point to be careful not to
invite undue attention while
scanning the premises for drug
2. Seek permission to
dealers. They should be alert search after identifying
drug user 3. Carry out a search
enough to prevent regular deal- following due
ers from starting up business on process
the licensed premises.
Here is how to identify drug 1. Be observant at all 4. If found, confiscate the
dealers: times to identify drug and place them in
suspicious activity a sealed bag/envelope
Most of the drug dealers will

have furtive, conspiratorial
behaviour—huddling in cor-
ners and whispering
They exchange small pack-
ages or cash often in a
guarded manner, but they
may also trade quite openly
in an effort to avoid suspicion
They may make frequent vis-
its to the toilet, garden or car 6. Record drug seizure; 5. Report drug seizure to police;
provide CCTV footage for they will take the seized drug
park followed by a different and issue a receipt
further evidence
person on each occasion
|
Conversation includes frequent reference to drugs and First Aid—How to Respond to

their slang names the Symptoms
A door supervisor should know when and how to respond to
Disposing of Drug Litter an adverse situation related to drug misuse. A first aid treat-
The risk associated with disposing of drug litter is quite high. ment administered on a drug user can avert major mishaps.
Since syringes and needles contain contaminated blood or Ambulance should be called in case of emergencies.
bodily fluids, the likelihood of an individual getting infected
with HIV and hepatitis is considerably high. Here is how to
avoid the potential risks:
FIRST AID
Here is how to respond to some symptoms relating to drug

misuse:
When a drug user panics or gets nervous:

Help the customer regain confidence
Move him/her to comfortable, airy place
Watch for the breath movements
Encourage the customer to inhale and exhale slowly
When a drug user gets unconscious:
Dispose contaminated waste by flushing it down the toilet Place the customer in recovery position
Wear needle-proof or latex gloves to protect yourself when Keep him/her warm
exposed to drug litter
When a drug user looks drowsy:
Place the syringes in an empty bottle until they can be dis-
posed of safely or handed to the police if they are evidence Don’t give any stimulants
Don’t try to wake him/her up
Handling Customers under the Call ambulance in case of emergency
Place the customer in a recovery position, if required
Influence of Drugs
1. Reassure customers that you are there to help. When the drug user feels hot and hydrated:
2. Speak to them calmly.
Move the customer to a cooler area
3. Ask friends/accompanying people to find out the name
Allow him/her to sip water
of the drug consumed by the customer.
Call ambulance in case of emergency
4. A trained member of the staff should administer the first
aid, depending on the type of drug consumed. It is the duty of door supervisors to assist the licensee and
5. Inform the manager about the next course of action— carry out supervision of the licensed premises effectively. A
call medical assistance/police. regular team work between them and the police can add sub-
6. The Health and Safety at Work etc. Act 1974 prohibits stantial value to war against drugs. The police can best suggest
evicting a person who suffers from the effect of drugs or the procedures for keeping records of drug-related incidents
alcohol. and making such records available for future reference.

Key Terms
Common Drugs p. 72 First Aid p. 75
Drug Misuse p. 72 Risk Associated p. 75
Credits
http://www.publications.parliament.uk/pa/ld200102 http://www.tripleatrainingandsecurity.co.uk
/ldjudgmt/jd010705/regina-1.htm /elearningdrugawareness.htm
https://www.gov.uk/government/uploads/system http://www.sia.homeoffice.gov.uk/Pages/about-us.aspx
/uploads/attachment_data/file/225123/SNR_Drug http://www.hse.gov.uk/alcoholdrugs/drugs.htm
_Misuse_2012_13__3_.pdf http://www.ukdpc.org.uk/wp-content/uploads/a-fresh
https://www.gov.uk/government/policies -approach-to-drugs-the-final-report-of-the-uk-drug
/reducing-drugs-misuse-and-dependence -policy-commission.pdf
http://www.thamesvalley.police.uk/tvp_licensee_support
_pack_-_drugs_guide.pdf
Multiple Choice
1. Under what conditions can a closure notice (Anti-Social c. Possession of controlled drugs is a criminal offence
Behaviour Act 2004) be issued to a public premise? leading to 7 years in prison.
a. eviction of persons, under the effect of drugs, from the d. Drug manufacturing in the presence of a child is illegal.
premise 7. What should a door supervisor do when a drug abuser
b. public disorder on the premise due to the distribution looks drowsy?
of Class A drugs
a. Use stimulants to revive his consciousness.
c. production or supply of a Class C drug on the premise
b. Try to wake him up.
d. strict and lowly public service on the premise
c. Place him in a recovery position.
2. What is the MOST common drug among the regular age
d. Use chest compressions to restore blood circulation.
group of adults consuming illicit drugs?
a. cocaine c. methanol 8. Which of the following signs can help security operatives
to spot drug dealing on licensed premises?
b. weed d. cannabis
a. congregation of people dancing together
3. Which of the following activities does not fall under the
b. staff chattering and laughing loudly
jurisdiction of the Misuse of Drugs Act 1971?
a. unlawful possession of a controlled drug c. money changing hands
b. consumption of a controlled drug d. a set of friends exchanging pleasantries
c. possession of a controlled drug with intent to supply it 9. What is the MOST common drug litter a security operative
d. supplying or offering to supply a controlled drug should look for when he witnesses withdrawn individuals
with bloodshot eyes?
4. Which one of these is NOT a common physical trait of a
person under the influence of drugs? a. discarded citric acid c. burnt tin foils and spoons
a. contracted, alert eyes c. excessive sweating b. plastic cards or razor blades d. needles and syringes
b. dilated, wide eyes d. powder marks around nose 10. Which of the following indicate nonconformity to the actions
5. Which one of these is a Class B drug? to be taken when illicit drugs are detected on a premise?
a. mephedrone c. opium a. seeking permission to search after identifying the drug
user
b. cocaine d. morphine
b. confiscating the drug found and disposing it out of the
6. What does the Health and Safety at Work etc. Act 1974 state?
premises
a. People under the influence of drugs can be tried in a
c. reporting the seizure of the drug to police
legal court.
d. recording drug seizure and providing the footage as
b. Evicting a person under the influence of drugs or
evidence
alcohol is prohibited.
|
True/False

true false
1. According to the Crime Survey for England and Wales, 2012–2013, frequent drug use
among young people aged 16 to 24 was almost half as for adults overall.
2. Magic mushrooms are a type of Class A drugs.
3. Unused lemon juice is a common drug litter.
4. Most drug dealers try to keep themselves away from the limelight and are constantly in
silent conversations with the guest of the property.
5. It is essential to move the drug abuser to a warm place when he feels dehydrated.
True 3.
True 4.
True/False
b 4. a 5. a 6. b 7. c 8. c 9. d 10. b
d 3.
1. b 2.
Multiple Choice
Answer Key

C h a p t e r 1 2
Recording Incidents and
Crime Scene Preservation
An 18-year-old man was working with plastic piping at a construc- The provisions of this law list out special requirements for
tion site. The hammer he was using had become worn-out and brittle. gas incidents. Recording incidents covered under RIDDOR is
important to ensure that the minimum amount of informa-
When he struck the plastic pipe with it, it fragmented and splinters of tion required to check and verify safety measures is collected
iron hit and bruised his eyes severely. The site supervisor was advised and compiled. This information is a valuable management
to do a risk assessment and identify potential hazards at the work- tool used for risk assessment and it helps in managing po-
place before letting the work resume. tential risks. In this way, records help in preventing injuries
and controlling costs on account of accidental losses.16
Types of Records
ook
Report B
Accident
R
ecording incidents, such as the aforementioned one, is Records may be stored in any form but data protection law
a legal requirement. RIDDOR (Reporting of Injuries, Dis- demands that personal information should be kept in a se-
eases and Dangerous Occurrences Regulations) is the cure manner. You may choose to keep the records by:
law that requires employers and other people in control of Compiling copies of report forms in a file
work premises to report and keep records of: Recording the details on a computer
work-related accidents which caused death Using accident report book to record accidents
work-related accidents which caused certain serious Maintaining a written log book
reportable injuries Using an incident record book
diagnosed cases of certain industrial diseases 16
http://www.bassetlaw.gov.uk/environment/environmental_health
certain ‘dangerous occurrences’ (incidents with the poten- _services/regulatory_team/health_and_safety/report_accidents__incidents
tial to cause harm) .aspx?theme=print
78
The option of calling 101 to report crimes and accidents is

What Should Be Recorded available 24 hours a day, 7 days a week. If you live in Northern
Ireland, report crimes and accidents at 0845 6008000.
Security Operatives must keep a record of: For example, you should call the police at 101 if:
•• any reportable death or injury a car has been stolen
•• any dangerous event or occurrence like near-miss the property has been damaged
accidents you suspect drug use or drug dealing
•• any reportable occupational disease
A security operative may call the police to:
•• all occupational accidents and injuries that result in
a worker being away from work or incapacitated for report a minor traffic collision
more than three consecutive days (not counting the give the police information about crime in your area
day of the accident but including weekends or other speak to the police about a general enquiry
rest days)17
Rules for Incident Book/Notebook Entries
Premises managers or door supervisors should be
able to produce RIDDOR records as and when officials Use incident book to record details of work-related injuries
from the Health and Safety Executive (HSE), or inspec- particularly when the victims are entitled to state benefits.19 In
tors/officials from the local authority or Office of Rail the book, you record the date and method of reporting; the
Regulation (ORR) demand them. date, time, and place of the event; personal details of those
involved; a brief summary of the event or disease; what was
the action taken; and the crime number if police intervention
Accident records are sensitive data and other members of was sought.20 Any follow-up measures such as insurance filing
the staff must not be able to access them. You may choose to should also be recorded.
keep your records in an accident book that complies with the The incident book is also a valuable document that or-
norms of the Data Protection Act. ganisations use to record accident information as part of their
health and safety management. It can be used to record de-
When to Call the Police tails of all workplace injuries that employers are required to
report under RIDDOR.21
As a door supervisor, you should call the police to report crime
Some examples of reportable incidents are:22
and other incidents even if they don’t require an emergency
response. Call 101 when you want to contact the local police An accidental leakage of gas
in England, Wales or Scotland. Call 999 if someone is seriously Explosion or fire causing suspension of normal work for
ill or injured and his/her life is at risk.18 999 emergency calls over 24 hours
are routed through operators to make police, ambulance, Collapse of a wall or floor at a workplace
fire brigade, and coastguard services available to the caller. Injuries such as fracture, other than to fingers, thumbs, and toes
Acute illness requiring medical treatment
Injuries to members of the public or people not at work
17
http://www.bassetlaw.gov.uk/environment/environmental_health where the injured are taken from the scene of the accident
_services/regulatory_team/health_and_safety/report_accidents__incidents
.aspx?theme=print to a hospital for treatment
18
https://www.gov.uk/government/policies/helping-the-police-fight-crime Unconsciousness caused by asphyxia or exposure to any
-more-effectively/supporting-pages/implementing-101-the-police-non harmful substance or biological agent
-emergency-number
Types of Evidence
Evidence is any material relevant to proving or disproving
Vital Information to be Recorded the offence(s) under investigation. There are several types of
evidences.
•• the date and method of reporting
•• the date, time, and place of the event 19
http://www.hse.gov.uk/pubns/books/accident-book.htm
•• personal details of those involved 20
http://www.healthandsafetyworksni.gov.uk/index/quick-help/faqs-2
/content-newpage.htm
•• a brief description of the cause and nature of the 21
http://www.hse.gov.uk/pubns/books/accident-book.htm
event, disease, incidents, or accidents 22
http://applications.huntsdc.gov.uk/moderngov/documents/s46624
/Accident%20Reporting%20Procedure%20Revised.pdf
Chapter 12 Recording Incidents and Crime Scene Preservation | 79

Accident/injury Record sheet
Pixsooz/Shutterstock.com
No. Book No.
Date of Accident/Injury
Casualty details
Name
Address
Post code
Occupation
Telephone
Accident/Injury details - Where and when did it happen?

Time Location
Equipment/Machinery involved
What happened? (include the cause and nature of accident/Injury)
Signed Date
Treatment given, if known
Signed Date
Your details, if they are different from what is listed above

Name
Address
Post code
Occupation
Signed Date
|
expertise of such a person entites him/her to give evidence/

opinion when a court of law calls for or requires an independent,
impartial assistance while adjudicating a case.23
Obtaining Forensic Evidence from the Crime Scene

Preserve and protect the crime scene by cordoning off the
Dino Osmic/Shutterstock.com
spot of the crime, so that evidence can be recovered and
recorded without being lost, spoilt, or destroyed.
Document the scene by using photography, video record-
ing, written notes or sketches, as documentation helps in
creating a permanent record of the crime scene in its origi-
nal state.
Direct evidence is testimony of a fact perceived by a witness
Find out what physical evidence is needed, decide the best
with one or more of his/her senses.
way to recover it, and collect it as required.
Testimony is the statement made by a witness in a court First and foremost, search for fragile but vital evidence such
and presented as an evidence of the truthfulness of his or her as footprints and marks left by tools or weapons.
revelations. Develop, record, and capture fingerprint evidence.
Real (or material or physical) evidence is any material ob- Locate, record, and recover evidence that is loose and ly-
ject produced in a court as the evidence of commission of an ing scattered such as fibres, blood, hair, paint, or glass using
offence. Examples are a gun purportedly found at the scene various techniques.
of a murder, drug seized during a crackdown, or specimens of http://www.cps.gov.uk/legal/d_to_g/disclosure_manual/disclosure
23
hair or nail picked up from the crime scene. _manual_chapter_36/index.html
Original evidence is a statement made outside the court

that is used for a specific purpose other than to prove the Basic Rules to Preserve Evidence
truth it contains.
•• Boundaries of the crime scene, encompassing all
Hearsay evidence is any evidence that is not direct. Put entrances and exits in addition to crucial
simply, it is usually an evidence derived from what a party or pieces of evidence, should be identified
witness has been told by someone else who is not present at and marked.
the hearing to get the evidence recorded. It may even be an •• The established crime scene should be
oral account of an incident that has not been told before the cordoned off by putting up a physi-
court. cal barrier with the help of a tape,
Documentary evidence consists of documents in which an array of police officers, motor
information of any description, relevant to the case under vehicles, or barricades. The bar-
investigation, is recorded. Documents may include photo- rier blocks the entry of unwanted
graphs, sound/video recordings, and computer data. human traffic into the crime scene.
•• A logbook is maintained to keep track
Digital evidence or electronic evidence is any information
of the individuals who enter and exit
in digital form that is related to the court case. The court will
the cordoned-off area at various times.
determine whether the digital evidence is genuine or accept-
able. Some examples of digital evidence are digital video or •• Clean cardboard boxes or a tent
audio tapes, photographs, and cell phone messages. canopy may be used to cover the
crime scene.
DNA profiling evidence (also called evidence from DNA •• All people entering the crime scene
testing, DNA typing, or genetic fingerprinting) is the evidence should wear protective clothing. Pro-
derived from a technique used by forensic scientists to help tective clothing may include latex gloves,
identify DNA profiles of individuals. DNA profiles are identi-
Rob Hyrons/Shutterstock.com
facemask, paper shoes, and a pair of over-

fiers of each individual’s unique genetic make-up. alls. All protective clothing should be col-
Expert evidence is the evidence tendered by an individual lected when individuals exit, to prevent
who has relevant skill or knowledge achieved through research, loss of any vital trace of evidence.
experience, or professional application within a specific field. The

Place every piece of evidence in a clear plastic bag and seal cover the head, hands, and feet of the victim with plastic
it in an airtight manner to prevent contamination. Make bags to preserve traces of evidence, before sending it to
sure each bag is accompanied by a ‘custody chain’ docu- the mortuary.
ment that has been duly completed by the investigation of- When necessary, get police dogs to sniff out the evidence
ficer at the crime scene. at the crime spot to detect traces of evidence that are invis-
Put all samples in a protective packaging, store and send ible to the naked eye.
them intact for lab analysis. Keep written records, produce statements, and update sys-
Don’t touch or move any dead body found until the rel- tems with details of evidence.
evant specialist, such as a pathologist, arrives at the scene;
Key Terms
Digital (or Electronic) Expert Evidence or Witness p. 81 Real (or Material or Physical)
Evidence p. 81 Hearsay Evidence p. 81 Evidence p. 81
Direct Evidence p. 81 Incident Book p. 79 Recording p. 78
DNA Profiling Evidence p. 81 Logbook p. 81 Reportable Incidents p. 79
Documentary Evidence p. 81 Original Evidence p. 81 RIDDOR p. 78
Evidence p. 79 Protective Clothing p. 81 Testimony p. 81
Credits
http://www.hse.gov.uk/pubns/indg453.pdf https://nationalcareersservice.direct.gov.uk/advice
http://www.healthandsafetyworksni.gov.uk /planning/jobprofiles/Pages/scenesofcrimeofficer.aspx
/reporting_an_accident-2#rid2 http://www.hse.gov.uk/pubns/books/accident-book.htm
http://www.hse.gov.uk/enforce/enforcementguide http://www.police.uk/101
/investigation/witness-intro.htm http://www.healthandsafetyworksni.gov.uk/index/quick
http://www.healthandsafetyworksni.gov.uk/index/quick -help/faqs-2/content-newpage.htm
-help/faqs-2/content-newpage.htm http://www.hse.gov.uk/riddor/
http://www.hmrc.gov.uk/manuals/ahmanual/ah0710.htm
http://www.cps.gov.uk/legal/d_to_g/disclosure_manual
/disclosure_manual_chapter_36/
Multiple Choice
1. Which of the following details is to be recorded on an 3. Which of the following is NOT a method to record reports
accident record sheet? of any untoward incident in a workplace?
a. details on forensic evidence found on the scene a. installing security cameras
b. details of the media coverage of the incident b. recording details on a computer
c. details of the investigating police officer c. using accident record book
d. details of the recorder d. maintaining a written log book
2. Under RIDDOR, which of the following needs to be 4. What is the MOST vital information to be recorded on an
recorded by an employer? incident, in case the police is called?
a. payroll and pension details of workers a. the method of reporting
b. age, qualification, and criminal history of workers b. criminal history of all employees
c. labor meetings with the management c. in and out time log of all employees
d. work-related incidents that cause serious injuries d. visitors’ details
|
5. When is an incident book used? 8. Which of these statements explain hearsay evidence best?
a. when the security operative performs forensic a. evidence dependent on an individual’s unique genetic
investigation make-up
b. when the victim is the only witness b. statement made by a witness in a court
c. when the victim is under the influence c. oral account of an incident that has not been told
of illicit drugs before the court
d. when the victim is entitled to state benefits d. evidence that includes photographs and sound/video
recordings
6. Which of the following is NOT a reportable incident?
9. At a crime scene, what is a logbook used for?
a. accidental leakage of gas
a. to maintain details on employees present on the scene
b. verbal banter between laborers and
b. to record incidents occurring around the crime scene
management
c. to record every piece of evidence collected
c. collapse of a wall at workplace
d. to record details of individuals entering and exiting the
d. acute illness requiring medical treatment cordoned-off area
7. Which of the following is produced in a court as an 10. What could lead to destruction/loss of evidence on a
evidence of commission of an offence? crime scene?
a. direct evidence a. leaving the scene with protective clothing on
b. original evidence b. cordoning off the area of crime
c. real evidence c. documenting the scene of crime
d. documentary evidence d. collecting physical evidence
True/False
true false

1. Recording mishaps at the workplace is a legal responsibility.

2. Compiling copies of completed report forms in a file is a way to keep record of
incidents and accidents at workplace.
3. Illnesses that are caused in the workplace and that would require medical attention are
considered reportable incidents.
4. A statement made by a witness in a court and presented as an evidence of his/her
truthfulness in a court is called a testimony.
5. Evidences that consist of documents in which information of any description, relevant
to the case under investigation, is recorded are called digital evidences.
True 3.
True 2.
1. False
True 5.
True 4.
True/False
d 3. a 4. a 5. d 6. b 7. c 8. c 9. d 10. a
1. d 2.
Multiple Choice
Answer Key

C h a p t e r 1 3
Licensing Law
A family-owned convenience store on Fulham Broadway, West

London had a 24-hour alcohol licence. The premises had earlier failed
one test purchase, but after subsequent reviews, no further test fail-
ures were reported. However, the police wanted the alcohol licence
hours of the store to be cut back so that it doesn’t operate between
midnight and 6 a.m. The police cited street drinking, drunkenness and
general anti-social behaviour as the grounds for their plea. Despite
a detailed cross-examination, the police counsel failed to get evi-
dence linking these vices to the premises. At the hearing of the case,
the licensing sub-committee not only cut back the licensing hours,
but, to everyone’s surprise, also suspended the licence for a period of
3 months.
T
hroughout Great Britain’s legislative history, various The Licensing Act 2003
enactments attempted to restrict consumption of The Licensing Act 2003 overrules provisions of various previ-
alcohol. In the mid 18th century, gin (being cheaper ous enactments to establish an integrated licensing regime
than beer), led to the ‘gin epidemic’. By 1740, the produc- for the premises that supply alcohol, provide regulated en-
tion of gin was six times more than that of beer. With the tertainment, or provide late-night refreshments. One of the
sole intention to curb the epidemic, the British govern- highlights of the Licensing Act 2003 is that it segregates li-
ment imposed prohibitively high duty on gin through the censing of persons from licensing of the premises. In other
Gin Act 1736. This led to rioting. The duty was reduced and words, the act paves way for assessments of both the prem-
subsequently abolished over a period of time. The Gin Act ises and the individuals seeking the licence or the renewal/
legislated in 1751 proved to be more successful. The law extension of the licence to sell alcohol. Both the premises
ensured that the gin producers sold it only to the licensed and the individuals are assessed in terms of their suitability
premises. The 19th century legislations focused on regulat- to hold a licence.
ing the opening hours of licensed premises selling alcohol. Among the businesses covered under the Licensing Act
Currently, the Licensing Act 2003 regulates the sale and 2003 are public houses, nightclubs, hotels, corner shops, res-
purchase of alcohol. taurants, late-night takeaways, burger vans, and supermarkets.
84
Section 12, Licensing Act 2003: Licensing Authorities

A licensing authority is responsible for granting licences
and carrying out licensing functions in a specific region or
area. According to Section 12 of the act, relevant licensing
authority is the authority in whose area the premises are situ-
ated. In case the premises are situated in the areas earmarked
for two or more licensing authorities, the relevant licensing
Aleph Studio/Shutterstock.com
authority is the one in whose area the greater or greatest part
of the premises is located.27
A licensing authority is expected to carry out licensing
functions with a view to promote the licensing objectives. Li-
censing authorities are required to develop, consult on, and
Licensing Objectives publish a statement highlighting their licensing policy. A li-
Licensing objectives are the parameters based on which the censing authority also creates a licensing committee compris-
licensing authority enforces provisions laid down in the act. The ing 10 to 15 members and maintains a register containing:
key purpose of the licensing objectives is “to ensure that every-
a record of each request for temporary event notice it received
body involved in the licensing regime is focussed on common
a record of each premises licence or club premises certifi-
goals essential to the fair balance of differing interests and the
cate it issued
well-being of communities in relation to licensable activities.”24
a record of every personal licence it issued
Part I, Section 4, of the Licensing Act 2003 states:25
(1) A licensing authority must carry out its functions with a Section 15, Licensing Act 2003: Designated
view to promoting the licensing objectives. Premises Supervisor
(2) The licensing objectives are: Section 15 of the Licensing Act 2003 refers to designated
–– prevention of crime and disorder premises supervisors (DPSs) as ‘the individuals, in relation to
–– public/safety a premises licence, for the time being specified in that licence
–– prevention of public nuisance as the premises supervisor’. Nothing in this act prevents an in-
–– protection of children from harm dividual who holds a premises licence from also being speci-
fied in the licence as the premises supervisor. Put differently,
Agencies responsible for enforcing licensing objectives: a designated premises supervisor is the person in day-to-day
•• The licensing authority control of the licensed premises.
•• Staff employed on licensed premises
Section 60, Licensing Act 2003:
•• Personal licence holders Club Premises Certificate
•• Premises licence holders
•• Club premises certificate holders
Important Provisions of Licensing Law

Section 11, Licensing Act 2003: Premises Licence
A premises licence authorises the owner/management of
the premises to use it for one or more licensable activities.
Andrei Kuzmik/Shutterstock.com
“Any individual aged 18 or above, who is carrying out or who

proposes to carry out a business involving the use of licensed
premises, may apply for a premises licence.”26 The licence may
be granted for a limited period, or for a specified permanent
use of the premises. The act allows the transfer of premises
licence when requested by the user of the premises. A club premises certificate is a certificate granted by the rele-
vant licensing authority to a club qualifying for certain licensable
24
http://www.spelthorne.gov.uk/article/2481/Licensing-objectives
activities such as supplying alcohol to its members etc.
25
http://www.spelthorne.gov.uk/article/2481/Licensing-objectives
26
http://www.northdevon.gov.uk/index/lgcl_business/lgcl_business_and
_street_trading_licences/nonlgcl_licensing_act_2003/nonlgcl_grant 27
http://www.legislation.gov.uk/ukpga/2003/17/part/4/crossheading
_premises_licence.htm /interpretation
Chapter 13 Licensing Law | 85

Listed below are some privileges enjoyed by the premises TEN is given to the licensing authority to cover an otherwise unli-
holding a club premises certificate:28 censed event involving licensable activities.
In response to the concerns expressed by various volun-
Restricted rights of entry to the police and other authorised
tary organisations, residents’ associations, police and licensing
personnel
authorities, following amendments have been made to the
Exemption from police powers of instant closure on
Licensing Act 2003:
grounds of disorder and noise nuisance
Exemption from closure by orders of the magistrates’ court In addition to police, the environmental health authority
can object to a Temporary Event Notice based on the li-
Section 109, Licensing Act 2003: censing objectives.
Temporary Event Notice (TEN) The police and environmental health officers can object to
a Temporary Event Notice within three working days.
Licensing authorities may apply existing license conditions
to a Temporary Event Notice in case of objections from the
police or environmental health authority.
Late Temporary Event Notices (submitted at least 5 days
before the beginning of the event) are permitted unless
the police or environmental health officers object to it.
The statutory limit on the duration of a single temporary
event is relaxed from 96 hours to 168 hours.
The statutory limit on the total annual availability covered
by a Temporary Event Notice is relaxed from 15 days to 21
days for any single premises.
Section 109 of the act30 applies when-
ever the premises are being used Personal
for one or more licensable activ- licence means
ities that are permitted or are a licence that is
A temporary event notice (TEN) permits the user to use the
purported to be permitted granted by a licensing
premises for one or more licensable activities during a period
temporary activities. authority to an individual. It
not exceeding 168 hours. TEN should
The user of the prem- authorises the individual to
According to be given by the user of the ises must either supply alcohol, or authorise
Section 60 of the premises, aged 18 or
(a) prominently display a the supply of alcohol, in
Licensing Act 2003, 29 over, to the licensing
copy of the temporary accordance
the club premises certificate authority.
event notice at the with a premises
means a certificate granted in The notice
premises, or licence.
respect of premises occupied by, and must be sent to
(b) meet the requirements such as
habitually used for the purposes of, a the police, rel-
being in possession of the said certificate
club by the relevant licensing authority evant licensing
certifying that: authority, and Section 111, Licensing Act 2003: Personal Licence
• the premises may be used by the the local author- A personal licence is granted by a licensing authority to an
club for one or more qualifying club ity exercising individual to sell or supply alcohol, or authorise the supply
activities specified in the certificate environmental of alcohol, in accordance with the licence of the premises.31
and health functions A personal licence is operational for an initial period of ten
• the club is a qualifying club at least ten working years, beginning with the date on which it is granted and may
in relation to each of days before the event. be renewed for further periods of ten years each.
those activities. Police and local author-
ity exercising environmental Section 140, Licensing Act 2003: Allowing
health functions have the right to request Disorderly Conduct on the Licensed Premises
the user of the premises to produce the TEN for examination. A Section 140 of the Licensing Act 2003 details statutory conse-
quences for the people who commit an offence of knowingly
28
http://www.southhams.gov.uk/CHttpHandler.ashx?id=4507&p=0
29
http://www.legislation.gov.uk/ukpga/2003/17/part/4/crossheading http://www.legislation.gov.uk/ukpga/2003/17/section/109
30
/introductory https://www.cambridge.gov.uk/personal-licence
31
|
allowing disorderly conduct on the premises. Sub-section 2 of On being requested to do so by a person to whom this
the clause states that the section applies to: provision of law applies, a constable must:
any person who works at the premises in a capacity, paid or help to expel from relevant premises a person who is drunk
unpaid, which authorises him to prevent the conduct or disorderly;
the holder of a premises licence in respect of the premises help to prevent such a person from entering relevant
the designated premises supervisor under such a licence premises
in the case of premises in respect of which a club premises
See also section 91 of the Criminal Justice Act 1967 which
certificate has effect, any member or officer of a club who
makes it an offence to behave in a disorderly manner in a pub-
is present at the club when the disorder takes place in a ca-
lic place whilst being drunk. Any person found guilty shall be
pacity which enables him to prevent it
liable on summary conviction to a fine not exceeding level 3
in the case of premises which may be used for a permitted
(£1000) on the standard scale.
temporary activity, the premises user in relation to a tem-
porary activity allowed on the premises
Section 145, Licensing Act 2003:
Section 141, Licensing Act 2003: Sale of Alcohol to Unaccompanied Children on Certain Premises
a Person who is Drunk According to section 145, an offence is committed if a person
Selling or attempting to sell alcohol to a person who is drunk knowing that relevant premises are exclusively or primarily
or allowing alcohol to be sold to such a person on relevant used for the supply of alcohol for consumption on the prem-
premises is an offence under section 141 of the Licensing Act. ises, or that they are supplying alcohol for consumption by
This section applies in relation to the supply of alcohol by way of permitted temporary activities licence or by way of
or on behalf of a club to or to the order of a member of the temporary event notice, allows an unaccompanied child to be
club as it applies in relation to the sale of alcohol. on the premises at a time when they are open for business.
A person guilty of an offence under this section is liable The offence is also committed if the person allows an unac-
on summary conviction to a fine not exceeding level 3 on the companied child to be on the relevant premises at a time be-
standard scale. According to the Section 37 of the Criminal tween the hours of midnight and 5am when the premises are
Justice Act 1982, level 3 entails a fine of £1000. open for being used for supply of alcohol for consumption.
The section clarifies that no offence is committed if the un-
Section 142 A, Licensing Act 2003: Obtaining accompanied child is on the premises solely for the purpose
Alcohol for a Person who is Drunk of passing to or from some other place to or from which there
Under section 142 A person commits an offence if, on relevant is no other convenient means of access or egress.
premises, he knowingly obtains or attempts to obtain alco- Section 145(6) outlines the defence available to a person
hol for consumption on those premises by a person who is charged with the offence by reason of his own conduct. This
drunk. Also, A person guilty of an offence under this section is subsection lists out the following defences:
liable on summary conviction to a fine not exceeding level 3 If the person believed the child to be 16 or over, or the ac-
(£1000) on the standard scale. companying person to be 18 or over.
If the person had taken all reasonable steps to establish the
Section 143, Licensing Act 2003: Failure to Leave
Licensed Premises individual’s age.
If nobody could reasonably have suspected from the indi-
According to Section 143 of the Licensing Act, a person who
vidual’s appearance that he was aged under 16 or under 18,
is drunk or disorderly commits an offence if, without reason-
as the case may be.
able excuse:
If the person exercised due diligence to avoid committing
he/she fails to leave relevant premises when requested to the offence.
do so by a constable or by a person to whom this provision
Sections 146-153 pertain to sale of alcohol to children.
of law applies, or
These sections are dealt with later in this chapter.
he/she enters or attempts to enter relevant premises after a
constable or a person to whom this provision of law applies Sections 186–188, Licensing Act 2003: Offences
has requested him not to enter
Sections 186 to188 pertain to general provisions about of-
A person guilty of an offence under this clause is liable on fences. The provisions state that the proceedings for offences
summary conviction to a fine not exceeding level 1 (£200) on may be instituted by a licensing authority or the DPP (Director
the standard scale. of Public Prosecutions).

The offences of licensing include: much as 16-year-olds ten years ago. Selling alcohol to persons
Unauthorised licensable activities such as carrying out a under the age of 18 violates law. Also, it is illegal to sell liqueur
licensable activity from an unauthorised premise, prostitu- chocolates to persons under the age of 16.
tion, smoking in a smoke-free zone, and the like While checking the proof of age cards, the designated prem-
Procuring and supplying alcohol for an unauthorised ises supervisor must only accept credible photo proofs of age:
sale, sale of alcohol to a person who is drunk, drunken- A photo driving licence
ness and disorderly conduct, obtaining alcohol for a per- A passport
son who is drunk, and the like Proof of age cards carrying a PASS logo
Keeping alcohol on the premises for unauthorised sale
II. Industry Responsibility
Failure to leave licensed premises when asked to do so by
Alcohol retailers are encouraged to work with local police and
an appropriate authority
examine ways to minimise alcohol-related crime and disorder
Sale or supply of alcohol to children, sending children to
in the neighbourhood.
obtain alcohol, and so on
Unsupervised sale of alcohol by children III. Responsibility of Supervisor of the Premises
Supervisors must ensure that all members of the staff act in a
Sections 160–170, Licensing Act 2003: manner:
Closure of Premises
that encourages sensible drinking
A magistrates’ court can order all licensed premises to be that discourages drunk-driving
closed for a period not exceeding 24 hours, when there is any that ensures the legal norms regarding sale of liquor to
disorder.32 A police officer who is of the rank of superinten- children are followed
dent or above can apply for the closure of a licensed premise that prevents drunk and disorderly behaviour
in the interests of public safety.
It is illegal to buy alcohol for a drunken person. Any-
Management of Licensed Premises Most one who knowingly sells or permits the sale of
licensed alcohol to a person who is drunk commits an of-
Effectively managed licensed premises serve
premises serving fence and, if convicted, may face a fine of up to
the dual purpose of endorsing the licensing
liquor display legal notices £5,000. A supervisor may also ask a drunken
objectives and ensuring r esponsible retailing
such as the following: It is person to leave the licensed premises and
of alcohol.
an offence to purchase or can take the help of police in case his re-
Responsible alcohol retailing entails the
attempt to purchase alcohol quest is met with resistance. Schemes such
following:
if you are under the age as local pub watch or retail watch entail ac-
I. Preventing Underage Purchases of 18 (Section 147, tive participation of members of the club in
According to a recent study conducted by the Licensing Act 2003). tackling law and order situations. Pub watch
British Retail Consortium (BRC) and the Wine and and retail watch schemes help in curtailing the risk
Spirit Association, 16-year-olds are drinking twice as of theft, violence, disorderly behaviour, underage drink-
ing, and other crime-related issues in the locality. These are
http://www.legislation.gov.uk/ukpga/2003/17/part/8
32
voluntary schemes involving local business communities and
area-specific licence holders. Police also pitch in to support
zero-crime agenda of the stakeholders in these schemes.
Licensing Offences
Gambling at Licensed Premises
Door supervisors must enquire with the licence holders of
the premises or the manager-on-duty about the gambling
activities permitted on the premises.
According to the Gambling Act 2005, activities such as
BlueOrange Studio/Shutterstock.com
equal chance games, poker-style games, customer lotter-

ies, bingo, and small incidental raffles are permitted on the
licensed premises selling alcohol even without any specific
authorisation. Most licensed premises selling alcohol opt
for limited stake games.
|
The Gambling Commission’s Code of Practice (issued under

Section 24 of the Gambling Act 2005) is classified into: Section 46 of the act states:
social responsibility code provisions, and Soliciting and importuning by prostitutes
ordinary code provisions A prostitute (whether male or female) who for the
Compliance with the social responsibility code is one purposes of prostitution—
of the conditions for operator licences. In other words, any (a) loiters in a public place;
breach of social responsibility code provisions by an opera- (b) solicits in a public place or in any other place so
tor may provoke the commission to review the operator’s li- as to be seen from a public place; or
cence with a view to suspend, revoke or impose a financial (c) importunes any person who is in a public place,
penalty on the operator. Breach on this account exposes the
shall be guilty of an offence and liable, on summary
operator to the risk of prosecution.
conviction, to a fine.
On the other hand, ordinary code provisions do not have
the status of operator licence conditions, but they are admis- Credit: http://www.legislation.gov.uk/ukpga/1982/45/section/46
sible as evidence in criminal or civil proceedings and must
be taken into account by the commission. Any breach of
Also, under Section 1 of the Prostitution (Public Places)
ordinary code provisions by an operator may be taken into
(Scotland) Act 2007,34 an individual who, for the purpose of
account by the commission while reviewing the licence, but
obtaining the services of a person engaged in prostitution, so-
ordinary code breach cannot lead to imposition of financial
licits in a relevant place commits an offence.
penalty.33
In other words, it is the legal duty of door supervisors not
to allow soliciting by prostitutes on the licensed premises.
Also, the door supervisors must ensure that no person solicits
the services of a prostitute even when the entry of prostitutes
is permitted on the licensed premises.
Smoking in Licensed Premises

Smoke-free laws enforced in England and Wales put an em-
bargo on smoking in all enclosed public places and work-
Dimitar Sotirov/Shutterstock.com
places. Licensed premises such as cafes, clubs, hotels and bars

fall within the ambit of these laws.
It is the duty of a door supervisor to ensure that:
people don’t smoke in smoke-free areas of the licensed
Licensing objectives specified in the Gambling Act 2005: premises
•• To prevent gambling from being a source of crime
or disorder, being associated with crime or disorder,
or being used to support crime
•• To ensure that gambling is conducted in a fair and
open way
•• To protect children and other vulnerable persons
from being harmed or exploited by gambling
Credit: http://www.gamblingcommission.gov.uk/publications
_guidance__advic.aspx
Prostitution in Licensed Premises

The Civic Government (Scotland) Act 1982 has provisions
for the conviction of soliciting and importuning by prostitutes no-smoking signs are prominently displayed at the en-
in public places such as the licensed premises. trances of the premises
33
http://www.gamblingcommission.gov.uk/publications_guidance__advic.aspx http://www.legislation.gov.uk/asp/2007/11
34

If a customer or a member of the staff smokes in the smoke- offence if alcohol is supplied by it or on its behalf to, or to the
free areas of the premises, both the smoker and the venue are order of, a member of the club who is under 18.
liable for legal action. Offences such as smoking in a smoke-free
zone, failure to display appropriate smoke-free signs, and failure Section 147, Licensing Act 2003: Allowing the Sale
to prevent smoking in no-smoking zones attract penalty fines.
of Alcohol to Children
It is an offence to deliberately allow the sale of alcohol to a child
under 18 on the relevant premises. If an under-18 child unwit-
Penalty/Fine Who Is tingly consumes a spiked drink, it is not an offence under this
Offence if Convicted Liable provision of law. A person guilty of an offence under this section
Smoking in Fixed penalty/fine Smoker is liable on summary conviction to a fine not exceeding £5,000.
smoke-free zone of £50 to £200
Failure to Fine of £200 or Any one who Section 147(A), Licensing Act 2003: Persistently
display no- up to £1,000 manages or Selling Alcohol to Children
smoking signs controls the If an under-18 child purchases alcohol from the same premises
premises on three or more occasions within a period of three consecutive
months, the offence so committed will fall under Section 147(A)
Failure to Fine of up to Any one who
of the Licensing Act 2003. Instead of criminally prosecuting the
prevent £2,500 manages or
offender for persistently selling alcohol to children, a closure no-
smoking in controls the
tice may be given. Section 169 of the licensing act details the
smoke-free premises
relevant closure notice clause for the purposes. The form of a clo-
zones
sure notice is stipulated in The Licensing Act 2003 (Persistent Sell-
ing of Alcohol to Children) (Prescribed Form of Closure Notice)
Sale/Purchase of Alcohol to Under-18s Regulations 2012, which came into force on 25 April 2012.
A person guilty of an offence under this section is liable on
One of the four licensing objectives
The sole summary conviction to a fine not exceeding £10,000.
states that children should be
exception to protected from harm arising
the rule of no sale Section 149, Licensing Act 2003: Purchase and
in the course of licensable Consumption of Alcohol by Children
of alcohol to under-18
activities. In other words,
individuals is: when a 16- or If an under-18 child buys, or attempts to buy alcohol, he/she
17-year-old person drinks beer, laws regarding children commits an offence under section 149, unless that act is com-
wine, or cider with a table on licensed premises and, mitted in the course of him/her being used for a test purchase
meal and when the drink in specific, laws barring operation. Section 149 further states that a person who acts as
has been ordered by an sale of alcohol to those un- an agent for a child under 18 by buying or by attempting to
adult accompanying der-18 are the key focus areas
buy alcohol on his/her behalf also commits an offence under
him/her. of this section. Purchase of alco-
this provision of law.
hol by a person under the age of 18 is
a criminal offence and attracts a fine of up to £1,000. Section 150, Licensing Act 2003: Consumption of
Sections 146-150 of the Licensing Act 2003 pertain to of- Alcohol by Children
fences related to children and premises supplying alcohol for According to section 150 of the Licensing Act, 2003, a child com-
consumption. mits an offence if he/she knowingly consumes alcohol on the
Listed below are the situations covered by these section: relevant premises. Subsection 3 of this provision states if a person
Section 146: Sale of alcohol to children knowingly allows the consumption of alcohol by a child on the
Section 147: Allowing the sale of alcohol to children relevant premises, he/she commits an offence under this section.
Section 147A: Persistently selling alcohol to children A person guilty of an offence under this section is liable on
Section 148: Sale of liqueur confectionary to children under 16 summary conviction:
Section 149: Purchase of alcohol by or on behalf of children
in the case of an offence committed by a child under 18, to
Section 150: Consumption of alcohol by children
a fine not exceeding level 3 (£1,000) on the standard scale
Section 146, Licensing Act 2003: Sale or Supply of in the case of an offence committed by a person who
Alcohol to Children knowingly allows the consumption of alcohol on relevant
According to Section 146, a person commits an offence if premises, to a fine not exceeding level 5 (£5,000) on the
he/she sells alcohol to a child under 18. A club commits an standard scale
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Section 151 of the Licensing Act deals with delivering alco- documentation such as a passport, a driving licence with photo-
hol to children; section 152 details statutory consequences of graph, or a proof of age standards scheme card.
sending a child to obtain alcohol and section 153 deals with As per the above discussed legal specifications, an un-
prohibition of unsupervised sales by children. der-18 person is not even allowed to collect alcohol on be-
The only defence validating the sale of alcohol to an half of an adult. Therefore, if adults send an under-18 person
under-18 person is that the seller or the manager of the prem- to collect alcohol on their behalf, they breach the law. How-
ises believed that the person purchasing alcohol was aged ever, age-verification policies/schemes such as Challenge 21
18 or above, and that he or she had taken all possible steps or Challenge 25 are an effective tool to prevent sale of alcohol
to find out the age of the person purchasing alcohol. Yet an- to an under-18 person.
other line of defence could be that going by the appearance Members of the staff of the licensed premises who know-
of the buyer, nobody could have suspected him/her to be un- ingly allow sale of alcohol to under-18s commit an offence.
der 18. The onus of preventing sale of alcohol to an under-18 Even if an adult buys alcohol for consumption of an un-
person lies with the security operatives or the manager of der-18 person, he or she commits an offence and may at-
the licensed premises. Also, while establishing the sale of al- tract penalty.
cohol to an under-18 individual, the prosecution must prove Any supervisor or manager of the licensed premises who
beyond doubt that an underage sale actually happened and allows an under-18 person to sell alcohol violates law except
that the purchaser was under 18 years of age. when each sale transaction has an approval of a responsible
If the managers or door supervisors are not clear about the person, or when the sale of alcohol is for consumption with a
age of the purchaser, they should demand a valid proof-of-age table meal.
Who can approve sale of alcohol by an under-18 person:

•• The designated premises supervisor
•• The premises licence holder
•• An over-18 person authorised by either of the above
Test Purchasing
Sometimes called a ‘sting operation’, test purchasing is used to
ascertain whether the law banning sale of alcohol to under-18s
Tools to determine age

Proof of age standards scheme card: The card is
issued by the proof of age standards scheme (PASS)
with the aim to have a common standard to assess the
age customers/clients. The card carries a hologram.
Challenge 21 or Challenge 25:
Licensed premises that operate an
age-verification scheme
such as Challenge 21 or
Challenge 25 exhibit
notices indicating that
customers may be
challenged by the staff
members of the premises to prove their
age before sale of alcohol takes place.

is being adhered to at the licensed premises or not. The investi- Police can enforce 24 hours’ closure of the licensed premises
gation, conducted by the police officers along with the weights to ensure public safety. It has same powers to enforce closure
and measures officers, allows an under-18 decoy to purchase or if some form of disorder is anticipated at the premises. The
try purchasing alcohol from any licensed premises. In case the closure order may even be extended for another 24 hours if
decoy is successful in making a purchase, and an illegal sale takes required. However, once the closure order is enforced, the po-
place, the licensed premises may face the following actions: lice must apply in the magistrate’s court at the earliest.
Fixed penalty notice to the supervisor or individual who ex- In addition to police, the local authority’s chief executive
ecuted the sale officer is also authorised to address the complaints such as
A fine of any amount up to £1,000 noise nuisance and have them probed. If the officer finds the
Review of the licence of the premises management of the premises guilty, he may subsequently
Suspension/revocation of premises the licence of the premises order closure of the licensed premises.
According to a report published by the Scottish Centre for

Social Research, about 18% of shops, bars, and nightclubs fail
all types of test purchases. The study indicates that the out-
comes of first test purchases have a great impact on the prac-
tice of shops, bars, and nightclubs and the outcomes improve
in the subsequent test purchases.
An individual who carries out the actual sale (personal li-
cence holders, cashiers, bars, or sales staff ) can be prosecuted.
Designated premises supervisors and the premises licence
holders who fail to use reasonable caution to prevent the sale
to an under-18 customer are also likely to face legal action.
Reasonable caution/due diligence includes the following:
Procedures in place: Suitable policies/procedures should be
put in place to prevent underage sales.
Imparting correct training to the staff: Members of the
staff must know when to seek what identification proof,
how to check validity of the proof of age, and how to de-
cline alcohol if the person is unable to produce his/her
proof of age.
Record of training sessions: Records of regular staff train-
ing sessions along with the duly signed documents Noise nuisance can lead to closure of the licensed premises
by the participants confirming complete understand-
ing of the skills required for the task at hand should be
After the closure order is enforced, the magistrate’s
maintained.
court decides if the order is to be scrapped or extended
Refusal book system: A system where the supervisor or
till further review/evaluation of the licensed premises by
manager of the premises keeps a record of the instances
the appropriate licensing authority. The crown court is the
when alcohol was refused to an underage customers
appellate authority if the owner/supervisor of the licensed
should be in place.
premises wants to challenge the order of the magistrate’s
Licensed premises that report underage alcohol sale twice court.
within a period of 3 months attract a fine of up to £20,000 During the review, the licensing authority will rate the li-
and their licence may be suspended for a period of 3 months. censed premises in context of the licensing objectives and
However, in lieu of prosecution, the licence holders may suggest measures.
choose to keep the premises closed of their own volition for a The steps taken by the licensing authority may include:
period of 2 to 14 days.
suspension of the licence for a period up to 3 months
ordering replacement of designated premises supervisor
Powers and Enforcement addition/alteration in the conditions of the licence
Police and other law-enforcing agencies have specific pow- deletion of specific licensable activities from the licence
ers to deal with crime and disorder at the licensed premises. cancellation of the licence
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Key Terms
Club Premises Certificate p. 85 Licensing Objectives p. 85 Temporary Event Notice p. 86
Designated Premises Supervisors p. 85 Personal Licence p. 86 Test Purchasing p. 91
Licensing Authority p. 85 Premises Licence p. 85
Credits
http://www.scotland.gov.uk/Resource http://www.gamblingcommission.gov.uk/licensing
/Doc/200257/0053533.pdf http://www.hart.gov.uk _authorities/information_about_licensing_au
/index/environment-and-planning/licensing/licensing /premises_licences.aspx
-faq/regulatory-licensing-faq-licensing_objectives.htm http://www.breckland.gov.uk/sites/default/files/legacy
http://www.legislation.gov.uk/ukpga/2003/17/contents _files/information_for_licensed_premises_oct_2008.pdf
http://www.publications.parliament.uk/pa/cm200809 http://www.official-documents.gov.uk/document
/cmselect/cmcumeds/492/492.pdf /other/9780108511400/9780108511400.pdf
https://www.gov.uk/government/policies http://www.legislation.gov.uk/ukpga/2011/13/contents
/controlling-the-sale-and-supply-of-alcohol /enacted
http://www.legislation.gov.uk/asp/2005/16/contents http://www.legislation.gov.uk/ukpga/2005/19/contents
https://www.sheffield.gov.uk/business-economy/licensing
/general-licensing/alcohol/licensing-act-2003.html
Multiple Choice
1. Which of the following is true regarding the Licensing Act c. It allows individuals to enforce licensing objectives.
2003? d. It allows licensed individuals to restrict the entry of
a. Both the premises and the individuals are assessed in police on premises.
terms of their suitability to hold a license. 5. Which of the following is NOT a credible photo proof of age?
b. Only the premises are assessed in terms of their a. a political party volunteer ID
suitability to hold a license.
b. a photo driving license
c. Only the individuals are assessed in terms of their
c. a passport
suitability to hold a license.
d. proof of age cards carrying a PASS logo
d. Neither the premises nor the individuals are assessed if
the individuals have strong political affiliation. 6. Which of the following acts control importuning by
prostitutes on licensed premises?
2. Which of the following is NOT a licensing objective?
a. Gambling Act 2005
a. prevention of crime
b. Civic Government (Scotland) Act 1982
b. protection of children
c. Licensing Act 2003
c. protection of environment from drug litter
d. Controlled Substances Act
d. public/safety
7. Which of the following is true regarding smoking on
3. Which of the following permits a user to use the premises
licensed premises?
for a licensable activity for not more than 168 hours?
a. Licensed premises do not fall within the ambit of
a. a club premises certificate c. a personal license
smoke-free laws.
b. a premises license d. a temporary event notice
b. The employed staff should ensure no-smoking signs
4. Which of the following is true regarding a personal are displayed at the entrance of the premises.
license? c. The premises license holder should ensure people do
a. It allows use and supply of prescribed drugs on not smoke in the smoke-free areas of the premises.
premises. d. If a customer smokes in the smoke-free areas of the
b. It allows licensed individuals to sell or supply alcohol premises, both the smoker and the venue are liable for
on premises. legal action.

8. Which of the following is an age verification scheme? 10. What could lead to suspension of the licence of a premise
a. Challenge 21 and a fine up to £1,000?
b. TEN a. sales of alcohol to under-18s proven during test
c. Challenge 18 purchasing
d. test purchasing b. consumption of alcohol by under-18s accompanied by
adults
9. Which of the following is true regarding the sales/
c. sale of alcohol to adults with an invalid age proof
purchase of alcohol to under-18s?
d. consumption of alcohol by door supervisors on duty
a. Purchase of alcohol by a person under the age of 18 is
valid on licensed premises. 11. can lead to the closure of licensed premises.
b. Under-18s can drink alcohol with a table meal when a. gambling
the drink has been ordered by an adult accompanying b. prostitution
him/her. c. noise nuisance
c. A club premises certificate holder can approve the sale d. sale of alcohol
of alcohol by an under-18 person.
d. An under-18 person is only allowed to collect alcohol
on behalf of an adult.
True/False

true false
1. It is illegal to buy alcohol for a drunken person.

2. A premise holding a club premises certificate can restrict the entry of police on
the premise.
3. The Gambling Act of 2005 ensures that gambling is conducted in a fair manner.
4. The premises license holder can authorise an over-18 person to approve sale of alcohol
by an under-18 person.
5. Test purchasing is used to ascertain whether the law banning sale of alcohol to
under-18s is being adhered to at the licensed premises or not.
True 3.
True 2.
1. True
False 4. False 5.
True/False
d 4. b 5. a 6. b 7. d 8. a 9. b 10. a 11. c
1. a 2. c 3.
Multiple Choice
Answer Key
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C h a p t er 1 4
Emergency Procedures
Operation Sassoon, the government’s plan for an anti-terror exercise, use of multiple exits while the evacuations triggered by less ur-
was presented to the London Resilience Forum at the Cabinet Office gent emergencies may entail single door exit. Door supervisors
must be familiar with the techniques to deal with large crowds.
July last. The plan provides a basic framework for an emergency evac- Security operatives have a significant role to play in emergencies.
uation of London. According to the news reports, Londoners will first An alert and responsive door supervisor can help avert loss of life
be asked to assemble at the “rest and reception areas” of the Home and property. Timely intervention may even pre-empt the emer-
Counties before being directed to safe zones in case of a terror strike. gency and prevent it from occurring.
Subsequently, they will be transferred to special camps by rail, the Emergency
Tube, buses, and cars. Reassuring the citizens, a spokesperson of the Emergency is described as “an unforeseen or sudden occur-
Home Office recently said: “Obviously there are contingency plans in rence, especially of a danger demanding immediate remedy
place. People should be alert but not alarmed.” or action.”35 A procedure or a plan of action adopted to ad-
dress the emergency is known as an emergency procedure.
Responsibilities of Door Supervisors

A door supervisor must ensure that colleagues, customers
and the licensed premises are safe at all times. Security op-
eratives must be aware of the evacuation procedures for the
licensed premises they are deployed at. The responsibilities of
door supervisors/security operatives are:
Kevin Day/Shutterstock.com
To prevent overcrowding at the premises

To check the suitability of the visitors/customers coming to
the venue
To ensure no harmful substances/objects such as weapons
or drugs find their way into the licensed premise
E
vacuation is an answer to major emergencies such as a Door Supervisors at the Entrance
terror strike, fire, floods, gas leak, or structural collapse. Not The owner or the manager of the licensed premises determines
every evacuation, however, is carried out in the same man- the maximum number of people to be allowed into the premises
ner. For instance, the evacuation plan in case of fire will be differ- at any point of time. This number is arrived at after accounting
ent from the evacuation plan in case of power failure. Evacuation for the size and layout of the premises, the number of fire exits,
linked to power failure may require the crowd to leave through and the time frame within which the premises can be vacated in
a single door, whereas an evacuation linked to fire will be done
through fire exits. In other words, urgent evacuations may require http://www.thefreedictionary.com/emergency
35
95
Types of Emergencies
Emergencies can be classified according to the nature of their origin.
I. Natural Emergencies II. Technological Emergencies III. Man-Made Emergencies
JHDT Stock Images LLC /Shutterstock.com 1000 Words/Shutterstock.com

•• Floods •• Fire •• War
•• Building collapse •• Chemical spills •• Terrorist attack
•• Earthquakes •• Gas leaks •• Bomb threats
•• Radiological emergencies •• Accidents
•• Aircraft crashes •• Explosions
Disadvantages of overcrowding: Checklist for Pre-Entry Scans

•• Increases chances of conflict Check:
•• Delays response to the mishaps •• if fire exits are open and free from obstructions
•• Attracts hefty fines •• if the fire exit signs are appropriately lit, and clearly
visible from a distance
•• if fire doors designed to restrict the spread of fire
and smoke are closed and free from clutter and
other obstructions
•• if fire extinguishers are operational and correctly
positioned
•• if escape routes are well lit and the passage is clear
and unobstructed
•• if emergency lighting gets activated as soon as
house lights are switched off, as would be the case
in an emergency situation
•• if the public address system or microphone, meant
to be used for announcements during an emer-
gency, is functional and if the sound it emits reaches
all parts of the premises
•• if the premises are free from the clutter or rubbish
that can potentially be a fire hazard
Proper control at the point of entry is important to:
case of an emergency. At times, the local or the fire authority may
•• meet and greet customers in a professional manner
also place restrictions on the permissible number of people al-
lowed in the licensed premises. Safe and swift entry of appropri- •• safely control the entry of customers
ate number of customers keeps conflicts to minimum. •• monitor the number of customers being allowed
•• control a queue
Pre-Entry Checks •• search for weapons, drugs and other unwanted items
Before customers are allowed into the premises, a manager •• deny access to unwelcome or unsuitable people
or a door supervisor scans the premises and resolves issues,
|
if any. A pre-entry check ensures that the venue is safe for

the customers to enter. A record of pre-entry checks must be Ambulance
maintained, and it must specify who carried out the checks Ambulance Service:
and when did the checks get completed. Emergency calls: 999 or 112
Emergency Plans and Procedures Fire/Rescue
Emergency plans are designed to: Fire & Rescue Service:
get people away from immediate danger Non-emergency assistance (Monday to Friday,
summon and assist emergency services 8.30am to 5pm): 020-85551200
handle casualties Emergency calls: 999
deal with the displaced/non-injured
www.london-fire.gov.uk/
liaise with the emergency services and other authorities
protect property Police
Tel: 101 (Non-emergency)
Actions Points for Door Supervisors in Tel: 999 (Emergency)
Emergency Situations www.police.uk/
•• Raise the alarm Flooding

•• Inform the public Floodline: 0845 988 1188 (24 hour service)
or Type talk 0845 602 6340
•• If required, execute onsite emergency response such
as using fire extinguishers www.environment-agency.gov.uk
/homeandleisure/floods
•• Summon the emergency services (i.e. calling 999
or 112) Charities
•• Manage crowd and enforce evacuation, where British Red Cross
necessary Tel: 020 7562 2050
•• Evacuate people with disabilities www.redcross.org.uk
•• Manage traffic, including the movement of emer- Other Useful Numbers
gency vehicles
Crimestoppers: 0800 555 111
•• Control escalation
Anti-terrorist Hotline: 0800 789 321
•• Liaise with emergency services
British Transport Police: 0800 40 50 40
•• Provide first aid and other medical assistance
Victim Supportline: 0845 30 30 900
Action Fraud: 0300 123 2040
Useful Emergency Contacts36
NSPCC Helpline: 0808 800 5000
In case of an emergency, dial 999 to seek assistance from po-
lice, fire or ambulance. If you are in the European Union, dial
112 for such assistance.
Evacuation Procedure
Emergency evacuation is the movement of people away
from the threat or place of a disastrous event. Emergencies
can develop rapidly. Therefore, at times total evacuation may
only end up exposing the greatest number of people to injury
or death. If the police or the security operatives receive spe-
cific information about a threat or attack, they may overrule
total evacuation in favour of partial evacuation.
Planning Evacuation
Door supervisors play an important role in evacuating the
premises in a safe and swift manner. They must clearly
http://www.wyre.gov.uk/emergency
36

communicate instructions to staff, define routes and exits well, Alert staff
and make public announcements in a calm and controlled Use a pre-arranged code or a pre-planned signal to com-
tone. To prevent people from panicking, they must keep the municate fire emergency to staff, which will ensure that
main lights switched on and turn the music off. Door super- customers don’t panic while the staff is put on the alert.
visors can direct customers to the safest exit exhibiting clear Summon fire service
leadership skills and appropriate confidence levels. The responsibility of calling the fire service authorities and
Most evacuation plans37 have same vital ingredients: a clear meeting them when they arrive should be assigned to a
passage way to escape routes; clearly marked escape routes that particular member of the security team.
are as short and direct as possible; enough exits and routes for all Don’t try to tackle fire yourself
people to escape; unobstructed approach to all doors and gates Do not try to put off the fire yourself unless you are trained
leading to the final and site exits; and a pre-determined assembly to use equipment such as fire extinguishers.
point outside the premises reeling under emergency. A security Alert customers
operative must check if the exits are unlocked, free from obstruc- Turn the music off and turn the house lights on. Follow it up
tions, and that they open outwards in the direction of escape. with an announcement to evacuate in a calm, reassuring,
Give special attention to people who do not understand and confident tone.
English and may need guidance in identifying escape routes. Guide the customers through fire exits
Children, people with physical or mental disabilities, and peo- Door supervisors must direct the customers to safety, tak-
ple under the influence of alcohol or drugs must be evacuated ing them through fire exits. Encourage them to move fur-
under supervision. In addition, make sure all escape routes are ther away from the fire exits and make way for those who
well lit. Use emergency lighting such as a generator in case of are still evacuating the premises. Once the evacuation is
power failure, where needed. Use temporary lighting such as complete, sweep the venue to ensure nobody has been left
flood lighting or lighting towers, when required. Use festoon behind in the fire zone.
lighting to prevent glare. Make it a point to check play areas of Report at the pre-planned meeting point
the premises for unescorted children needing help. The person supervising evacuation should meet all door
supervisors at a pre-planned meeting point and get an up-
Handling Fire Emergency date on which parts of the building have been evacuated
and where the evacuation process is still in progress.
Assist fire service authorities
Door supervisors can then assist fire service authorities in
accessing fire zone, by helping to clear obstructions, among
other things.
Other Reasons for Carrying Out Evacuation

Release of Tear Gas Release of tear gas in a closed environ-
ment can lead to panic. In such a situation, the security op-
CatonPhoto/Shutterstock.com
eratives should immediately open the doors and windows to

let fresh air in. Affected customers may restore themselves to
normalcy by walking up and down in fresh air. Those who are
severely impacted may need medical assistance. Ensure that
customers don’t wash
Most premises have a fire evacuation plan in place, and it is the
their faces or rub their
responsibility of the door supervisor to be familiar with this plan.
eyes as it prolongs their
Following are the action points for a door supervisor han-
discomfort.
dling a fire emergency:
Verify fire Power Failure Make
Door supervisors must be well-versed with the mechanism sure evacuation hap-
to raise the fire alarm. However, a fire alarm should only be pens after an emer-
raised after the door supervisor discovers and verifies the gency lighting system,
fact that there is a fire. such as a generator or a
37
https://www.gov.uk/workplace-fire-safety-your-responsibilities battery-operated torch
/fire-safety-and-evacuation-plans7 light, is switched on.
|
Rioting or Other Armed Offences Where an armed of-

fence or rioting has occurred, the first concern of a security
operative or a door supervisor should be to protect the public.
Next on priority should be to move them to safety by carrying
out evacuation of the premises. The police should be called
immediately if a serious crime has happened and the culprit is
suspected to be in the premises.
Gas Leaks or Explosions A gas leak can turn into a gas

explosion if someone tries to light a lamp, a candle, or even
a cigarette in the affected area. The door supervisor should
immediately open the windows and doors to let the leaked
gas move out. In case of a gas explosion, cutting the sup-
ply line of the leaking gas is an effective remedy to the
situation. Bomb Threat38
Most bomb threats are made over the phone and a majority
Anti-Terror Measures
of them are hoax calls. Terrorists make hoax calls with the in-
Door supervisors have a role to play in countering terrorism. tent to raise alarm and cause disruption. Any hoax is a crime
If a security operative or a door supervisor is alert enough
and, no matter how ridiculous or unconvincing, it must be re-
to identify any suspicious activity or observe suspicious be- ported to the police. The basic measures for handling bomb
haviour of a visitor/staff member, terror mishaps can be pre- threat are as follows:
empted and averted.
To prevent a terror strike, a door supervisor should be ob- Keep calm.
servant, alert, and vigilant towards what is happening near or Obtain as much information as possible, especially details
on the premises. Anybody taking undue interest in security of the caller, the location and time of the alleged bomb
measures, or seen taking pictures or video footage should explosion, and whom the caller represents.
invite suspicion of security operatives. A thorough search of Dial 1471 to see if you can get their number.
bags and belongings of customers/visitors and their complete Immediately report the incident to the relevant manager or
body scan may ensure early detection of an impending terror security team.
strike. Out-of-way areas or less-visited areas of the premises If you are not able to record the call, make notes for the
must be guarded well through regular patrolling. Any unat- security staff or police.
tended vehicle or bag should be brought to the notice of the Carry out evacuation without creating panic.
management. Installing a CCTV camera at the venue may also
help in identifying terrorist activities. https://www.cpni.gov.uk/Security-Planning/Business-continuity-plan
38
As a preventive measure, a door supervisor should look /Bomb-threats/

for anything out of place at the venue. For instance, a bag left
at the corner where somebody is unlikely to forget it should
raise suspicion. If the premises are patrolled well and if meas-
ures such as CCTV surveillance are in place, the chances of a
terror strike are drastically reduced.
If a door supervisor finds an unattended item or a suspi-
cious bag/vehicle, the supervisor should:
immediately clear and cordon off the area where the unat-
tended item is lying
ensure nobody uses a radio or a mobile phone near the
suspicious item as an electronic device may trigger an
Jordan Tan/Shutterstock.com
explosion
get the building evacuated
dial 999 and report the matter to the duty attendant so that
the emergency services can be summed

BOMB Threat checklist
Actions to be taken on receipt of a bomb threat:
Switch on recorder/voicemail (if connected)
Tell the caller which town/district you are answering from
Record the exact wording of the threat:
Ask the following questions:

Where is the bomb right now?
When is it going to explode?
What does it look like?
What kind of bomb is it?
What will cause it to explode?
Did you place the bomb?
Why?
What is your name?
What is your address?
What is your telephone number?
Record time call completed:
Where automatic number reveal equipment is available, record number shown:
Inform the Security Co-ordinator of name and telephone number of the person informed:
Contact the police on 999. Time informed:
The following part should be completed once the caller
has hung up and the Security Co-ordinator and the police have been informed.
Time and date of call: Length of call:
Number at which the call was received (i.e. your extension number):
About the caller
Name of person received call:
Sex of caller: Age: Nationality:
Caller Details
Sex: Male Female Unknown Approximate age:
Voice Speed Language Behaviour Background Noise
Clean Accented Educated Agitated Airport
Distorted Deliberate Foreign Angry Animals
Loud Distinct Foul Blaming Baby
Muffled Fast Intelligent Calm Birds
Nasal Hesitant Irrational Fearful General noise
Pitch high Lisp Rational Laughing Guns firing
Pitch med Slow Slang Nervous Gymnasium
Pitch low Slurred Uneducated Righteous Machinery
Pleasant Stuttered Unintelligible Other: Music
Raspy If accented, describe: If foreign, describe: Party
Smooth Quiet
Soft Restaurant
Squeaky Talking
Unclear Tavern/bar
Other: Television
Traffic
Train
Typing
Water, wind
Other:
Credit: http://www.cpni.gov.uk/documents/bomb-threat-checklist.pdf
|
Record the details of the telephonic bomb threat in a immediate attention and call for an ambulance in serious
specialised report sheet so that the recorded information medical emergencies. It can save lives and prevent minor
about the person who made the call is available for police injuries from turning into major ones.
investigation. A specialised bomb threat report sheet is de-
signed to capture details such as what the caller sounded
like, or if the call handler heard any noise or commotion in First Aid—An Appropriate Response
the caller’s background. The call handler must attempt to to Workplace Injuries
extract information such as the name of the caller, where First aid refers to the emergency treatment administered to
is the bomb planted, when will the bomb explode, who an injured or a sick person before professional medical care is
placed the bomb and why. Make note of the caller’s tel- made available. The three Ps—preserve, prevent, promote—
ephone number if it is displayed on the telephone. Inform best capture the three aims of first aid. The first aim of first aid
the police as soon as the call concludes. is to preserve life. The second aim is to prevent deterioration,
and the third aim of first aid is to promote recovery. The over-
First Aid riding purpose of first aid is to ensure that the victim receives
First aid is the treatment given to an ill or injured person qualified medical assistance. A door supervisor must also
before professional medical care arrives. People at work can know the staff members who have been trained to administer
suffer injuries or be taken ill. It is important to give them first aid.
First Aid Responses

Unconscious and Breathing Stroke Choking
•• Breathing is checked by tilting their •• Check if there is weakness on their •• Hit them firmly on their back to
head backwards. face. dislodge the object.
•• Move them onto their side and tilt •• Check if they can raise both their arms. •• Call 999 if necessary.
their head back. •• Check if their speech is clear and
•• Call 999/112. understood.
Unconscious and •• Call 999 in case of an emergency.
Not Breathing Heart Attack
•• Breathing is checked by tilting their •• The person may have pain in the
head backwards. chest, arms, neck, jaw, back, or
•• Push firmly downwards in the stomach.
middle of the chest and then
Lisa F. Young /Shutterstock.com
release until help arrives.
Strains and Sprains
•• Call 999/112, if necessary.
•• Apply an ice pack to the injury.
Heavy Bleeding
michaeljung/Shutterstock.com
•• If there is no improvement, seek

•• Apply pressure on the wound with medical advice.
whatever is available to slow down
the blood flow.
•• Call 999 in case of emergency.
•• Make them sit on the floor
and lean against a wall
or chair.
Anneka/Shutterstock.com
•• While waiting for the

ambulance, keep assuring
them.
Robert Kneschke/Shutterstock.com
•• Call 999 in case of an emergency.

Allergic Reaction Burns
•• Call 999 if the person develops a •• Subject the burned portion to cold
rash, itchiness or swelling on hands, running water for ten minutes.
feet or face and if breathing slows •• Make sure the burn is loosely
down. covered with a plastic bag or a
cling film.
Rtimages/Shutterstock.com
•• Call 999/112. Head Injury
•• Apply a cold compress to the
Broken Bone
injury and ask the person to rest
marilyn barbone/Shutterstock.com
•• Encourage the person to support (e.g. frozen vegetables wrapped
the injury with his or her hand, or in a tea towel).
use a cushion or items of clothing to •• Call 999/112 if the person feels drowsy.
prevent unnecessary movement.
Credit: http://www.redcross.org.uk/What-we-do
•• Call 999/112 until help arrives. /First-aid/Everyday-First-Aid/Fast-first-aid-tips
illness or injury, protect life, and make appropriate medical as-

sistance available to the injured or sick. You may summon an
ambulance by dialing 999 or 112. The emergency services op-
erator handling your call at the other end is likely to question
you on the kind of service you require, the phone number you
are calling from, the type of incident/accident you want to
report, the number of injured, and the extent of injuries. The
first aid box should be airtight, appropriately stocked and re-
stocked when necessary.
It is important to record details of workplace situations
requiring medical intervention. Such a record helps manag-
ers in ascertaining accident trends and plugging loopholes in
Lisa S./Shutterstock.com
health and safety policies of the organisation. Legal require-

ments mandate that near-miss accidents and other seri-
ous injuries at the workplace should be notified to the local
authority, the Health and Safety Executive, or the Incident
If you are called upon to administer first aid, ensure per- Contract Centre.
sonal safety, take control of the emergency situation, identify
Key Terms
Emergency p. 95 Emergency Procedures p. 95
Emergency Evacuation p. 97 First Aid p. 101
Credits
http://www.hse.gov.uk/event-safety/developing http://www.redcross.org.uk/What-we-do/First-aid
-emergency-case-study.htm /Everyday-First-Aid
http://www.nhs.uk/conditions/accidents-and-first-aid https://nationalcareersservice.direct.gov.uk/advice
/Pages/Introduction.aspx /planning/jobprofiles/Pages/doorsupervisor.aspx
|
http://www.medway.gov.uk/business http://www.ageuk.org.uk/northern-ireland/home--care
/licencesandstreettrading/licensedpremises /home-safety-and-security/emergency-contact-numbers/
/licensingobjectives.aspx http://www.bbk.ac.uk/so/policies/emerge
http://www.hse.gov.uk/event-safety/incidents-and
-emergencies.htm
Multiple Choice
1. Which of the following activities is essential when filling a 6. Which of the following is an action point for door
specialised bomb threat log sheet? supervisors in emergency situations?
a. Leave the line open and then notify a supervisor. a. controlling escalation
b. Engage the caller in conversation. b. professionally greeting customers
c. Record details of caller’s native place and c. searching for weapons and drugs
language. d. controlling a queue
d. Negotiate a deal with the caller on diffusing
7. What should a door supervisor do when he finds an
the bomb.
unattended item or a suspicious bag/vehicle on the
2. What is an appropriate course of action for a door premises?
supervisor when fire is detected on premises? a. Call all security operatives to the area to assess the
a. Meet all door supervisors at a pre-planned situation.
meeting point and get an update on evacuation. b. Announce evacuation over radio/mobile phone.
b. Increase the volume of the music being c. Dial 116 to summon bomb squad.
played to distract the crowd and prevent d. Cordon off the area where the unattended item
stampede. is lying.
c. Tackle fire on his own regardless of his training.
8. Which of the following is NOT a reason for carrying out
d. Evacuate the VIPs first and then other people.
evacuation?
3. Which of the following is a technological emergency? a. power failure
a. fire b. overcrowding
b. building collapse c. release of tear gas
c. accident d. rioting
d. war
9. What are the three P’s that best capture the three aims of
4. Which of the following is a man-made emergency? first aid?
a. building collapse a. plan, prevent, promote
b. gas leaks b. preserve, prevent, protect
c. aircraft crashes c. preserve, plan, promote
d. explosions d. promote, preserve, prevent
5. Which of the following is NOT a part of the checklist for 10. Which of the following is a first aid response for choking?
pre-entry scans? a. Make the victim lean against a wall.
a. open fire exits b. Check breathing by tilting the victim’s head
b. operational fire extinguishers backwards.
c. first aid and medical assistance c. Hit the victim firmly on the back.
d. clutter-free premises d. Push firmly downwards in the middle of the chest.

True/False

true false
1. A procedure or a plan of action adopted to address the emergency is known as

an emergency procedure.
2. While evacuating, door supervisors should try and help children and people
with disabilities first.
3. It is the responsibility of the manager to be familiar with the fire evacuation plan
of the building.
4. Most bomb threats are made over the phone and a majority of them are hoax calls.
5. First aid is the treatment given to an ill or injured person before professional
medical care arrives.
True 3.
True 2.
1. True
True 5.
False 4.
True/False
a 3. a 4. d 5. c 6. a 7. d 8. b 9. c 10. c
1. b 2.
Multiple Choice
Answer Key
|
M o d u l e 3
Conflict Management
Module
module 3 Outlines
C h a p t e r 15
Avoiding Conflict and Reducing
Personal Risk 106
C h a p t e r 16
Defusing Conflict 112
C h a p t e r 17
Resolving and Learning from
Conflicts 119
C h a p t e r 18
Application of Communication Skills
and Conflict Management for Door
Supervisors 124
C h a p t e r 1 5
Avoiding Conflict and
Reducing Personal Risk
An officer pulled a car over for traffic offence. As he was speaking to best course of action for every security operative. However,
the car driver with his hands planted on the car door and was about it may not always be possible to achieve this ideal scenario.
To a great extent, security operatives can contain conflicting
to arrest the erring driver, the latter suddenly pulled the car away, situations by behaving in a non-provocative manner. Keeping
dragging the officer half a mile down the road. The officer was gravely provocation and aggressive behaviour under check is the in-
injured and permanently disabled. tegral part of any conflict management strategy.
S
ituations involving violence call for proactive measures Repercussions of Violence at Workplace
on part of the officers and security operatives, so that the Employers are legally bound to protect their staff from any
conflicts are avoided and personal risks are minimised. health hazard, security risk, physical abuse, verbal insolence,
Effective communication is the key to conflict management, threats, or any other form of intimidation at workplace. Re-
which in turn entails solving problems and resolving disputes. porting of Injuries, Diseases and Dangerous Occurrences
Being proactive and preventing disputes from occurring is the Regulations 1995 (RIDDOR) also makes it mandatory for the
employers to report incidents, accidents, or injuries caused by
violence at the workplace.
The possible outcomes of violence at workplace include:
Low morale of employees leading to low productivity
Absenteeism and high attrition rate
Stressful work environment accompanied by the increased
use of alcohol, caffeine, and medication
Stress-related health problems, such as post-traumatic stress
disorder, often leading to high rate of long-term sick leave
Physical harm and injury leading to high rate of sick leave
Exposing the licensed premises to the risk of losing
Alan Poulson Photography/Shutterstock.com
reputation
Exposing the premises to the risk of losing its licence
Criminal convictions
If a licensed venue gets overcrowded, the chance of conflict

or dispute goes up as people feel their personal space is being
invaded. A dispute may also arise due to personal leanings or
Managing conflict preferences of people in the group. For instance, one group may
want to support Notts County, while the other group supports
106
Scenarios with High Risk •• Alcohol and drug use can make tension and even cause resentment
people aggressive, anti-social, unin the customers.
of Violence
predictable and at times violent. •• Carrying money or equipment is
•• Certain industrial, urban and rural one of the high risk factors.
areas are known to have a higher risk •• The entrances of pubs, clubs, or
of violence. Resource support may licensed premises are the ‘hot spots’
be some distance away, and this can for violence. Clubs are more at risk
make the life of lone workers difficult. because customers spend longer
•• Most assaults occur between periods consuming alcohol.
Laurens Parsons Photography/Shutterstock.com

8 pm and 2:30 am, because gener- •• Football matches involving large
ally there are fewer people around crowds of troublesome and poten-
at this time, and a majority of them tially aggressive fans are prone to
are under the influence of alcohol violent situations.
or drugs. •• Aggression may be triggered by a
•• The nature of certain jobs that door ‘rude’ instruction from the security
supervisors handle can also lead to officer.
Nottingham Forest. Rivalries between teams and clashes be- at spots where people wait: entrance queues, bar area, or
tween regional identities may reach a flashpoint unless security toilet queues etc
operatives intervene in an appropriate manner and at an appro- if and when visitors are denied entry into the premises: the
priate time. patterns of conflict such as the time, season, and the rea-
Security operatives can identify patterns and accordingly sons of dispute are easy to identify in such cases
work out a conflict management policy for the licensed prem- when disputes happen inside the premises: a dispute
ises they are deployed at. Conflicts are more likely to arise: may arise due to breach of house rules by the customers.
What British Law Says a ‘duty of care’ towards their work- •• Employers must report accidents re-
ers. An employee can resign and sulting in death, major injury, or any
claim ‘constructive dismissal’ on the work-related hazard that prevents
grounds of breach of contract. an employee from logging in nor-
•• Vicarious liability makes employ- mal work for three or more days, as
Andrey Burmakin/Shutterstock.com
ers liable for the injurious acts and mandated by Reporting of Injuries,
omissions of their employees. Diseases and Dangerous Occur-
•• Employees who are assaulted, rences Regulations (RIDDOR) 1995.
threatened or abused at work have •• Employers must assess the risks,
legal remedies, such as including including risk of violence, to workers
•• Employees should be made aware personal injury claim, available to and have a clear risk management
that it is an offence to lay one’s hand them under civil law. Halfpoint/Shutterstock.com plan in place, as stated in the Man-
on another person without that per- agement of Health and Safety at
son’s consent. Work Regulations 1999.
•• Health and Safety Law39 applies to
risks from violence (including verbal
abuse) just as it does in case of other
risks at work.
•• Breach of contract40 includes failure
to ensure an employee’s health and
safety at work, as employers have
39
http://www.hse.gov.uk/healthservices/violence/
40
http://www.civilservice.gov.uk/about/resources/diversity-guidance/bullying
Chapter 15 Avoiding Conflict and Reducing Personal Risk | 107

This might be the direct consequence of inadequately ex- Measures to Minimise Risks from Violence
plained house rules.
I. Regular collaborative learning sessions are mandatory to
A conflict management policy can then be framed in ac- introspect and devise improvised methods to deal with
cordance with the observed patterns. It is important that the common concerns or problems. The training session is
structures put in place to deal with disputes are consistently also a platform for the experienced staff members to
applied and do not vary from one member of the staff to an- guide the less experienced staff.
other. It is recommended that the conflict management pol-
icy is documented and readily available for each member of
the staff to read through.
Role of Communication in
Avoiding Conflicts
Blend Images/Shutterstock.com
II. Listed below are the significant components of the common

policy, procedure and plan of action to handle conflicts:
The policy specifies details such as: the set standards
of behaviour, appropriate response to a particular type
As discussed earlier, good communication is the key to de- of conflict, and venue management support system.
fusing conflicts and averting violent outbursts. Sharing of There should be a consensus within the security op-
information with employees, professional bodies, and other eratives or the team of door supervisors on the policy
external organisations is essential for effective management and procedures for handling conflicts at a particular
of conflicts. venue.
During the course of their work, door supervisors are re- The procedural details include:
quired to: –– positioning and rotation patterns of the staff
Liaise with police members;
The police help organisations on following accounts: –– procedures for tasks such as opening and closing of
–– Provide advice on personal and organisational safety. the premises on a daily basis;
–– Assist in case of specific accidents or incidents. –– scanning CCTV footage and ensuring good cover-
–– Provide local knowledge of the area. age particularly of isolated corners of the premises;
Let staff know where lone workers are –– interacting with the police and other external au-
–– Work diaries and information boards show the loca- thorities as and when required;
tion of lone workers. –– effectively communicating with other members of
Share policy or instructions with the staff within the the team;
organisation –– restricting footfall at the venue to the prescribed
–– Make staff aware of the company policy on work- limit;
related violence. –– ensuring consistency in staff’s approach to conflict
–– Make it known that the measures to prevent vio- situations;
lence have full commitment and support of senior –– providing appropriate information to customers/
management. visitors;
Report incidents or accidents to external authorities –– installing signs to discourage violent behaviour;
–– Report accidents such as fire, flooding, or gas leak to –– devising methods to prevent overcrowding of the
the concerned authorities. venue
|
108 Module 3 Conflict Management Module
Most significantly, door supervisors must understand that

the time of intervention is as important as the method and Risk Assessment: Dos and Don’ts
degree of intervention. for Door Supervisors
Reducing Personal Risks •• Take nothing for granted.
Violence at workplace is preventable provided adequate se- •• Be alert and assess the surroundings for potential
curity measures and precautionary standards are instituted. threats.
The following are effective ways to forestall violence at work: •• Don’t let repetitive actions take away alertness and
urgency of the task assigned.
•• Don’t let complacency set in because the outcomes
of the tasks undertaken may differ from day to day.
•• Always have a Plan B in place.
•• Approach everything as ‘high risk’; being casual can
lead to misjudgements.
•• Avoid tunnel vision—focusing only on the source
Diego Cervo/Shutterstock.com
of threat, rather than looking at the broad picture of
things.
•• Break down threats on the basis of person, object, and
place—find out if the person has a criminal record.
Even less obviously dangerous objects can pose a ma-
It is the duty of an employer to identify an existing problem, jor threat. Isolated areas on the premises are more risk
decide the course of action, take action, and review that ac- prone and therefore, need better surveillance.
tion. Conducting risk assessments at regular intervals helps in
accomplishing these tasks. change as situations evolve. In other words, the initial assess-
Some sort of personal safety or violence prevention train- ment of a conflict may alter as it develops. The process of
ing must41 be provided, and the following messages should identifying potential threats, seeing them approach and han-
be conveyed: dling them should be an ongoing process.
–– Do not go into a situation if you feel at risk. Door supervisors are called upon to deal with situations
–– Use conflict resolution or defusing techniques. Be such as a barred customer returning to the venue with a group
aware of non-verbal communication, respond in a of friends or accomplices. The level of intervention required
non-confrontational way, appreciate the significance when the group approaches the venue with the intention of
of good customer care, be polite and listen to clients. breaching peace or forcing their way into the venue is different
–– Keep your wits about you at all times and be aware of from the intervention required to prevent the entry of a single
your surroundings. Be aware of your own actions and customer into the premises. Similarly, dynamic risk assessment
others’ perception about you. will tell a door supervisor that any remotely located restroom
–– If you feel threatened, make your excuses and leave poses a potential risk, and the kind of intervention required
the premises quickly. when a customer is suspected to have used the same toilet for
Coordinate with police. consuming controlled substances will be uniquely different.
Ensure good communication between employees and To do a risk assessment, security operatives must under-
employer. stand what, in their business, might cause harm to people
Use an early warning or flagging system to alert colleagues and decide whether enough is being done to prevent it. Once
about potentially violent clients or problem areas. they have decided that, they need to identify and enforce
Use mobile phones, personal alarms, panic alarms, and CCTVs. appropriate control measures. To sum up, risk assessment in-
Apply strict recruitment and selection criteria to ensure that volves the following five steps:
only those who are suited for the job are chosen.
Step 1: Identify the hazards
Risk Assessment Gather information about the hazards at your workplace.
As part of dynamic risk assessment, door supervisors may Think in terms of risk factors. Risk factors42 are aspects of
first identify potential threats keeping in mind that these may your work that make violence more likely.
41
http://www.hse.gov.uk/violence/conclusions.htm http://www.hse.gov.uk/violence/toolkit/riskassessment.htm
42

Step 2: Who might be at risk and how? Step 4: Record findings and implement measures43
Assess whether and how violence could impact staff in Record who undertook risk assessment and when it was
your workplace. Is one group more susceptible than the completed. Keep a record of your significant findings if your
other? Are some of them (such as lone workers, trainees) team comprises more than five people. Your local authority
at additional risk? health and safety inspector may want to see the risk assess-
Step 3: Assess the risks and decide on precautionary ment details while scanning the control measures in place.
measures Step 5: Review and update
Find out what you or your management is already Review your risk assessment regularly in case the risk
doing. Check if the control measures in place are factors or control measures need an upgrade. Keep
functional. Assess if there is anything else you must do reviewing the effectiveness of control measures in place
to curtail risk. You may ask your staff for their ideas and and amend them according to the incidents or accidents.
feedback.
http://www.hse.gov.uk/violence/toolkit/riskassessment.htm
43
Key Terms
Risk Assessment p. 109 Risk Factors p. 109 Vicarious Liability p. 107
Credits
http://www.hse.gov.uk/violence/hslcasestudies/police.htm http://www.hse.gov.uk/risk/faq.htm#q1
http://www.hse.gov.uk/violence/conclusions.htm#a3 http://www.hse.gov.uk/risk/fivesteps.htm
http://www.hse.gov.uk/violence/conclusions.htm http://www.hse.gov.uk/violence/
http://www.hse.gov.uk/pubns/indg423.pdf http://www.hse.gov.uk/violence/toolkit/riskassessment.htm
http://www.hse.gov.uk/violence/preventing-workplace
-harassment.pdf
Multiple Choice
1. Which of the following require employers to assess the c. reporting drug abuse at workplace
risks, including risk of violence, to workers and have a clear d. reporting theft at workplace
risk management plan in place?
4. Under which of the following is verbal abuse on
a. Health and Safety Law colleagues considered a chargeable offence at
b. RIDDOR 1995 workplace?
c. Management of Health and Safety at Work Regulations a. Health and Safety Law
1999 b. vicarious liability
d. vicarious liability c. civil law
2. Which one of these is the best course of action for a d. breach of contract
security personal in an unruly situation?
5. Why is the time frame between 8 pm and 2.30 am
a. checking for back up considered one of the scenarios for high risk of
b. cornering the miscreant violence?
c. physically tackling the miscreant a. because the number of people witnessing is less
d. proactively preventing disputes b. because the number of people under the influence of
3. Which of the following does the RIDDOR Act 1995 alcohol are more
mandate? c. because most security personals get off duty by then
a. reporting absenteeism at workplace d. because crowds mostly disperse leaving the victim
b. reporting incidents, accidents, and injuries caused at vulnerable
workplace
|
6. Which of the following behaviours by a door supervisor 9. Which of these statements explains risk assessment by a
would most likely trigger aggression? door supervisor the best?
a. situation assessment and back up request a. He creates a log book and keeps tab of every
b. nervousness of the security personal employee.
c. rude behaviour towards an agitated individual b. He always has a Plan B in place.
d. reasoning with an agitated individual c. He looks at the broader picture of threat involved.
7. Which of the following areas is the MOST conflict-prone? d. He categorises threats as high, medium, and low risk
and devices action plan accordingly.
a. clubs c. museums
b. buses d. restaurants 10. What is the MOST effective way of reducing personal risk
at workplace?
8. Which one of these is NOT a responsibility of a door
a. tackling violent situations on one’s own to protect
supervisor?
colleagues
a. constantly communicating with the police
b. adequately using physical power to resolve conflicts
b. keeping track of lone workers
c. ensuring non-involvement of police to avoid legal
c. sharing instructions and policies with the staff hassles
d. ensuring that customers under the influence of alcohol d. conducting risk assessment on regular basis
and drugs are safely dropped at their residence
True/False

true false
1. Keeping provocative behaviour in check is an integral part of conflict management strategy.

2. Vicarious liability makes employees liable for the injurious acts and omissions
of their employers.
3. Carrying money or other equipment is a risk factor.
4. Use of mobile phones, personal alarms, panic alarms, and CCTVs greatly increase personal
risk at workplace.
5. The potential risk of conflict in isolated places is higher than the more visible places.
False 3.
True 2.
1. True
True 5.
True 4.
True/False
a 5. b 6. c 7. a 8. d 9. b 10. d
d 3. b 4.
1. c 2.
Multiple Choices
Answer Key

C h ap t e r 1 6
Defusing Conflicts
English footballer Ledley King was arrested after an attack on a Address complaints: Door supervisors should tackle
door supervisor at a nightclub in Soho, Central London, in 2009. The grievances and address complaints.
incident happened when King, who was heavily drunk, was denied
entry by a door supervisor. King was charged for alleged assault
Managing Conflicts: The Task at Hand
and intention to cause harm and was later granted conditional bail
by the police. •• Understand people’s behaviour in a conflict
situation.
•• Establish and maintain effective communication.
F
•• Know that threat assessment or risk assessment is
rustration is often at the root of all conflicts. Therefore,
part of customers’ response to conflict.
prevention of conflicts involves dealing with the emo-
tional build-up that leads to violence. Unless addressed •• Identify the signs of escalation.
and averted at an appropriate time, even minor aggression, •• Be sensitive to the needs and feelings of others.
anger, or frustration can escalate into a major crisis. •• Minimise losses and maintain stability.
It is important to understand that conflicts occur when an •• Make use of basic problem-solving skills.
individual responds to an aggressive behaviour in a manner •• Deal with the emotions of customers from diverse
that angers or threatens another person. backgrounds.
To be able to efficiently deal with conflicts, door supervi-
•• Ensure security and safety of the customers, staff,
sors must pre-empt conflicting situations and where possi-
and premises.
ble, nip them in the bud. The task of conflict management
assigned to door supervisors demands that they are well •• Avoid actions that are likely to make customers
versed with the strategies to de-escalate before situations scared or feel threatened.
turn violent. •• Respond to conflict in a non-aggressive manner,
Listed below are some pro-active initiatives door super- ensuring that your body language conveys the
visors can take to avert conflicts at a venue or at licensed same.
premises: •• Exhibit sound teamwork and good interpersonal
behaviour.
Regulate entry: When the venue is bursting at the seams,
door supervisors should prevent more customers from •• Think fast; stay calm despite pressure.
queuing up to enter. •• Be respectful despite provocation, have
Provide information: Door supervisors should be forth- self-control.
coming with information, particularly when there is a delay •• Have keen observational skills.
on any account.
112
An Appropriate Initial Response Common Barriers to Communication

The initial response of door supervisors may determine the re- Communication blocks or barriers are obstacles that in-
sponse of the customers in a conflict-like situation. If the door terfere with the transfer of intended information between
supervisor approaches the customer with the intent to help persons. Communication barriers may be physical (discom-
and is polite and approachable, it is easier for the customer fort, loud noise, jargons, etc.) or psychological (mental illness,
to reciprocate the gesture. Also, customers who witness the cultural differences, differing attitudes, etc.). However, the two
conflict may form their opinion on the basis of how efficiently most common barriers of communication are:
door supervisors tackle such situations. Door supervisors must Decoding
ensure that the customers understand the rules. It is useful Tone of the communication
to reason out the decisions security operatives make in any
Decoding
given situation, so that customer expectations are based on
reasoning rather than the directives of door supervisors. What Interpretation of communication is usually influenced by per-
door supervisors say and the way they say it determines the sonal preferences of the listeners.
customers, response to their appeal or directive. Being polite
yet firm is an effective strategy to nip a conflict in the bud.
Communication is a two-way process and effective com-
munication involves two or more people—the speaker and
the listeners. While communicating, a sender (security opera-
tives in this case) encodes a message with a combination of
verbal (words), non-verbal (body language)signals, comple-
menting them with the tone of communication. The listener
(customers in this case) decodes the message by interpreting
the signals he or she receives.
According to an estimate, 55% of communication is guided
by body language, 38% by the tone of the communication, and
only 7% by verbal communication. Communication can be a
challenge in an emotionally charged atmosphere. Therefore,
door supervisors should be well versed in comprehending ver-
bal as well as non-verbal communication. Active-listening tech-
niques help security operatives in overcoming communication
blocks. Door supervisors must be familiar with the barriers of
communication and the tools to overcome them.
Fruit may mean different things to different people
How to Deal with the Barrier of Decoding

Look for confirmation from the listener on whether he or she
has correctly interpreted what is being communicated. A door
supervisor can supplement verbal communication with body
language or further elaborate on what has been conveyed to
the listener.
Tone of Communication
Verbal communication may be lost if the tone of communica-
tion is not in accordance with what is being conveyed. On the
other hand, a command stated in a non-aggressive yet firm
tone is likely to get the desired result.
How to Deal with the Barrier of Tone
A door supervisor can reiterate the point he or she is making ver-
bally by supplementing it with his or her body language. Security
operatives must appreciate that a command delivered in a high-
Communication is a two-way process
pitched voice doesn’t necessarily evoke compliance.
Chapter 16 DEfusing Conflicts | 113

Door supervisors may face one or more communication
blocks in a given situation. In addition to the barriers of com- Simple Ways to De-Escalate Conflicts
munication, problems such as a noisy backdrop, use of jargon
or slang, or the pace of speech may hamper effective com- •• Identify early symptoms of escalation.
munication. Simple solutions like moving into a quieter zone, •• Know the difference between assertion and
avoiding slang and jargon, reiterating the message in clear aggression.
tones, and slowing down speech can facilitate communica- •• Manage aggression before things get out of hand.
tion. Moreover, these methods encourage customers (i.e. lis-
•• Identify ways to co-ordinate with colleagues while
teners) to respond in a similar manner.
de-escalating.
•• Select appropriate assertive response while con-
Body Language: Walk the Talk
fronting customers with unacceptable behaviour.
Subtle signals conveyed in the form of body language may
•• Isolate individuals involved in the conflict to insulate
have a significant impact on the outcome of a conflict. The
other customers and avoid spillover.
impact of body language gets magnified if people involved in
•• Recognise the importance of providing exit routes
the conflict are under the influence of alcohol, or if the situa-
to erring customers.
tion is highly volatile.
Betari’s Box: The Attitude-Behaviour Cycle
My attitude
affects affects
Your behaviour My behaviour

Alan Poulson Photography/Shutterstock.com
affects affects
Your attitude
Betari’s box helps us understand the impact our attitudes

and behaviours have on the attitudes and behaviours of the
people we interact with. If a door supervisor or a security op-
erative is in a positive mode, his or her behaviour will reflect
this positive attitude. This, in turn, will determine the attitude
and behaviour patterns of the people he or she interacts
with. Knowledge of the attitude-behaviour cycle is useful in
defusing conflicts. A door supervisor can ‘break’ the nega-
tive attitude and behaviour patterns typically associated with
conflict-like situations simply by showing positive behaviour.
A door supervisor must understand that most people in-
volved in conflict are reacting to the circumstances around
them. In other words, they are merely expressing their frustra-
tion. The way they react does not indicate their natural per-
sonality. Therefore, a door supervisor must not take customers’
pryzmat/Shutterstock.com
aggression personally or get provoked in response to their

outburst. To stay in control of the situation, door supervisors
must first overcome their emotional response and deal with
the situation objectively.
|
Types of Behaviour Assertive Behaviour

Being assertive entails being confident and straightforward
other than being forthright. Assertiveness is reinforced by a
polite and respectful tone of communication.
Be Assertive, Not Aggressive
Avoiding negative behaviour is a precursor to positive

behaviour. Being aggressive and being passive are negative
behaviours, whereas being assertive is a positive behaviour.
Aggressive Behaviour
Door supervisors must appreciate that being aggressive is not
equivalent to being assertive. Aggression puts the listener on
the defensive, rather than getting him or her to act on the in-
struction. On the other hand, identifying early signs of aggres-
•• A door supervisor’s hand gesture should be enough
sion may help door supervisors and other security operatives
to maintain safe distance from customers or visitors.
in pre-empting the conflict and preventing further escalation.
•• Establishing eye contact with the customer can as-
sist the customer in acknowledging the stop signal
Signalling Non-Aggression given by the door supervisor.
Signalling non-aggression is an important aspect of •• When there is loud, annoying noise, a door supervi-
neutralising a conflict. A door supervisor can signal non- sor can ask the customer to move to a quieter zone.
aggression by: Appropriate gestures should be used by the door
•• Taking a relaxed posture supervisor, if needed.
•• Controlling the pace of breathing •• A door supervisor should use a normal tone of voice
when dealing with a customer who is in pain, frus-
•• Remaining calm
tration, or an unhappy situation. This helps the cus-
•• Listening carefully
tomer in interpreting words appropriately.
•• Maintaining an appropriate distance
•• The positive approach of a door supervisor can calm
•• Being cautious about body language down most aggressive customers. Further, it paves
•• Using open-hand language the way for the customer to think about the conse-
•• Paying attention to eye contact quences of his or her unreasonable behaviour.
•• Showing interest in defusing the conflict •• Avoid provoking customer.
•• Avoid touching a person involved in the conflict as it
Passive Behaviour is sure to elicit a volatile reaction.
Customers who witness security operatives in a passive mode •• Avoid gestures or words that appear to be threatening.
may conclude that the operatives lack initiative and therefore, •• Do not block the escape route of the customer
they may feel unsafe. Other customers may use the situation involved in the conflict.
to their advantage and indulge in mischief.

Trigger Points and prevention of conflicts. In some conflict situations, door
supervisors are encouraged to use the technique of passing
Door supervisors or security operatives must be familiar with
the baton. When the conflict is not resolved even after much
the trigger points of the customers. Trigger points are the nega-
effort, the customer could be passed to another colleague,
tive behaviour patterns that can lead to conflict. If a customer
venue manager, or head door supervisor. It is the duty of the
feels disrespected, confused, insulted, embarrassed, threatened,
door supervisor to explain the problem before leaving the
ridiculed, or rejected, the chances of conflict increase. Avoiding
customer in the care of his or her colleague.
trigger points is the best strategy to prevent conflicts.
Quick Thinking
It is the duty of a door supervisor to scan the premises for
warning signs of conflict. A door supervisor must possess
quick decision-making skills and ensure that conflict is curbed
before surfacing as violence, injury, damage, or loss.
Calmness and Fairness

Being calm helps in defusing a conflict situation while aggres-
sion and tension tend to escalate it. To successfully manage
a conflict, door supervisors should first achieve self-control.
Fairness refers to treating all customers involved in the conflict
in a uniform manner. Taking sides is likely to escalate rather than
defusing the conflict. Showing positive attitude will yield posi-
tive behaviour and ensure that the conflict is defused.
Understanding People’s Response

The response of a person to a situation can be either emotional
or rational. Feelings guide the emotional response whereas the
Negative stance of the security operative may trigger thought process guides the rational response. An aggressive
negative response from the customer person tends to respond to a conflict in an emotional manner.
Intake of alcohol, drugs, and other narcotic substances inter-
Tools to Defuse Conflict feres with a person’s ability to think rationally. The first instinct of
Conflict management is all about minimising negative out- a door supervisor handling a conflict may be ‘flight or fight’. Exit
comes while promoting positive outcomes. Listed below are strategy refers to the strategy adopted by a door supervisor
some tools that help in defusing conflicts: to leave a conflict situation with a high degree of risk without
losing face. This will provide some time for the door supervisor
Cultural awareness to think or ask for assistance. Once the initial ‘fight or flight’ re-
Team-working skills sponse abates, the door supervisor should calm down the agi-
Quick thinking tated person and look for ways to de-escalate the situation.
Calmness and fairness
Understanding people’s response Surmounting Communication Blocks
Surmounting communication blocks A door supervisor should be able to establish and maintain
good communication, in addition to overcoming communi-
Cultural Awareness cation blocks. A door supervisor must use simple words while
A basic understanding of diverse cultures is useful in defusing speaking to the customers. He or she may ask the customers
conflicts. Security operatives or door supervisors must respect to explain the jargon or slang they use to facilitate effective
the value system of different cultures and know how to over- communication.
come the barriers of language and cultural practices.
Steps to Defuse Conflict
Team-Working Skills
In general, defusing conflict comprises of two steps:
In addition to door supervisors and security operatives, man-
agers and bar staff are deployed at the licensed premises. Diversion
Close cooperation between the staff helps in early detection Effective communication
|
Diversion resolving the conflict. Door supervisors should encourage

While managing a conflict, the door supervisor should estab- and make the customers feel secure. Slowing down the pace
lish communication and divert the attention of the customer of communication gives customers the time to realise the
towards him/her. Good eye contact, appropriate words, and consequences of their acts.
hand gestures support diversion. Taking the person away to Empathy is the capacity to recognise and acknowledge
another place, maintaining a low tone of voice, controlling the emotions of others. The door supervisor should see the
one’s emotions, and keeping a positive approach ensures di- situation from the customer’s point of view and show empa-
version. The diversion should take the customers towards a thy. Door supervisors should be able to analyse, make quick
solution by diverting their attention from the problem. decisions, and get the management to authorise them to
execute their decisions. A clear understanding of legal aspects
Effective Communication involved in a conflict situation will help the door supervisors
The door supervisor should allow the customer to talk. As in keeping unnecessary litigation at bay.
discussed earlier, active-listening techniques can help in
Key Terms
Communication Blocks or Barriers p. 113 Exit Strategy p. 116
Empathy p. 117 Fairness p. 116
Credits
http://www.hse.gov.uk/violence/index.htm http://www.get-licensed.co.uk/sia_ds.pdf
http://www.sia.homeoffice.gov.uk/Documents/training http://www.dailymail.co.uk/news/article-1180014
/modules/sia_conflict_management_specification.pdf
Multiple Choice
1. Which of the following tactics would help a security c. Ignore customer request.
operative to overcome the barrier of decoding in d. Ensure that the troublemaker is evicted.
communication?
4. How does the knowledge of Betari’s box help door
a. using aggressive, firm tone supervisors?
b. controlling the customer using physical force a. It helps them understand attitude and behaviour
c. supplementing verbal communication with body patterns associated with conflict-like situations.
language b. It helps them land a new job post unsuccessful conflict
d. using slangs and jargons to reiterate messages resolution.
2. What is the MOST advisable course of action by a door c. It helps them voice out their opinion by writing it
supervisor to avert conflicts when a venue is filled to the down and placing them in an opinion box.
maximum? d. It helps them take refuge in a secret premise location
a. Provide more space for new entrants. post unsuccessful conflict resolution.
b. Ensure that the existing customers are replaced by the 5. Which of the following gestures indicate passive
new ones. behaviour by a door supervisor?
c. Keep security back up available. a. taking a relaxed posture to cajole customers
d. Restrict new entrants from entering premises. b. letting customers vent their frustration on himself
3. How should a door supervisor react to a customer in a c. using open-hand language to communicate with
conflict-like situation? customers
a. Maintain his supremacy to ensure conflict control. d. being cautious about body language before
b. Be polite and forthcoming with information. approaching customers

6. Which of the following is a physical communication c. recognizing importance of exit routes
barrier? d. displaying a passive body stance
a. mental illness 9. Which of the following body postures of a door supervisor
b. cultural difference demonstrate assertive behaviour while defusing conflicts?
c. language jargons a. touching the customer to show empathy
d. attitude difference b. using hand gestures to maintain safe distance from the
7. According to the book, which of these factors MOST customer
significantly guide communication during a conflict? c. controlling the pace of breathing
a. body language d. listening carefully
b. tone of communication 10. is used by a door supervisor to defuse a
c. verbal communication conflict situation by leaving it with a high degree of risk
d. cultural definitions only to deal with it after initial risk abetment?
8. Which of these is NOT a noted method to de-escalate a a. team work
problem? b. cultural awareness
a. identifying early symptoms of escalation c. diversion
b. managing aggression d. exit strategy
True/False

true false
1. Diversion is an ineffective technique in defusing conflicts.

2. Supervisors should be well versed in verbal as well as non verbal communication.
3. Verbal communication can only have an impact if the tone and the body language
agree with the speaker’s words.
4. Security operatives should avoid touching a person involved in the conflict as it is sure
to elicit a volatile reaction.
5. Being assertive is the same as being aggressive in a conflict situation.
True 3.
True 4.
True/False
a 5. b 6. c 7. a 8. d 9. b 10. d
d 3. b 4.
1. c 2.
Multiple Choices
Answer Key
|
C h a p t e r 1 7
Resolving and Learning

from Conflicts
A man who parked his car in a ‘No Parking’ zone found, on his return, that early signs of escalation, it is possible to prevent conflicts and
his car had been clamped. In a fit of rage, he attempted to remove the avert major loss of life and property.
clamp, but was unsuccessful. When his effort to pay fine to the officer pre-
sent at the parking failed, he became agitated and swore at the officer.
Incident
A
conflict arises when two or more people wish to carry
out acts that are mutually inconsistent. In other words,
What can I learn
“a serious incompatibility between two or more opin- for next time?
What happened?
ions, principles, or interests”44 leads to conflict. Working out a
set of mutually compatible actions helps in resolving a con-
flict. A door supervisor is entrusted with the task of managing,
resolving and documenting conflicts that occur at a venue or Why did it happen?
licensed premises. While managing conflicts, a self-analysis
about the areas the team performed well in or the aspects
that the team of door supervisors failed to act upon facilitates
shared learning and helps door supervisors improve future
performance. Learning from conflicts is an important tool to
enhance the long-term performance of individuals as well
as the team. A door supervisor who successfully handles a
conflict-like situation can guide and nurture other members
of the team on managing conflicts. On the other hand, if he
or she has not done well in any aspect, guidance from seniors
and colleagues can equip him/her better in terms of tackling
similar conflicts in the future.
Conflict management involves: 1. acquiring skills to de-
escalate conflicts; 2. being, awareness about the modes of
conflict; 3. developing appropriate skills for effective com-
munication in conflict-like situations; and 4. establishing a
structure for managing similar conflicts in the future. If a door
supervisor is alert and capable of detecting and addressing Debriefing session is an important method of improving
future performance of the team
http://www.oxforddictionaries.com/definition/english/conflict
44
119
A debriefing session at the end of a day’s work is the best Make use of active-listening skills.
opportunity for shared learning of the team. Going over the Intervene positively, keeping in mind the safety and respect
day’s development and discussing the conflicts that occurred, of visitors.
or the conflicts that the team was able to avert successfully Communicate effectively.
will help in identification of the pitfalls. The team will also be Empathize with customers.
able to identify the patterns in the recurring conflicts and put Provide solutions and choices to resolve conflict.
in place appropriate structures for prevention of conflicts aris- Divert the customer towards the solution rather than have
ing from these patterns. him/her stay with the problem.
Establish trust.
Identify Sources of Conflicts
I identifying the sources of conflicts and addressing them
where possible is the first step of defusing conflicts. Listed
below are the various sources of conflicts:
Frustration: Frustration is one of the major sources of con-
flicts. When their expectations are not met, customers tend
to vent out their frustrations in the form of anger, violence, or
destruction.
Ignorance: When customers are not aware of the rules, regu-
lations and policies of the venue, they tend to get desperate
and aggressive. Door supervisors must communicate rules
and policies to ensure peaceful operations at the licensed
premises.
Inappropriate facilities and information: People get
angry when they don’t receive proper services, or when the
information related to the delay or change of plan is not
communicated to them. A door supervisor must anticipate
the questions customers may have and keep them well
informed ahead of the scheduled time. A door supervisor Win Over the Customer Caught in Conflict
must respond to customer queries patiently and look into Be a Problem Solver
the complaints of customers, if any. A door supervisor must know how to bring a conflict-like situ-
Communication blocks: Customers and visitors tend to ation to a peaceful and acceptable conclusion. In other words,
get irritated if they do not understand the policies, rules, or security operatives should approach conflict-like situations
instructions of the door supervisors. A door supervisor must with the mindset of a problem solver and pick the best option
make sure he or she understands the requests and expecta- to resolve the situation, while taking the focus of the customer
tions of the customers and that they understand what is away from the problem. A door supervisor must be rational
being conveyed to them. and should be able to provide solutions that are applicable
and acceptable.
Get Your Act Together
Build Rapport
The second step of defusing conflicts pertains to nipping the
Developing a sense of trust and creating a relationship with
sources of conflict in the bud. Listed below are the points of
the customers is essential for building a rapport with them.
action for the team of door supervisors who take upon them-
Establishing a rapport with the customers is essential for de-
selves to resolve conflicts.
fusing conflicts. The customers who trust door supervisors
Be proactive, prevent frustrations. tend to listen to them more willingly. Very often, listening is
In case of conflict, present the situation realistically. all it takes to defuse conflicts. At times, people in the thick of
Explain rules, regulations, and policies of the venue. conflict may only want to be heard and they may calm down
Provide high-class customer service. once they have expressed their frustration. Active-listening
Encourage customers to register complaints. skills may also help the door supervisor in identifying the root
Listen to the suggestions customers make. of the problem and designing an appropriate solution.
|
Give Gifts
Demonstrate Active-Listening Skills Giving gifts to the customers is a simple way of making them
feel valued and diverting their attention from the conflict.
For example, a free replacement meal or drink, free tickets or
even refund on the tickets may ease stress and help in resolv-
ing conflicts. However, a door supervisor must check with the
venue’s management before offering monetary gift to the
customers.
Rene Jansa/Shutterstock.com
•• Have good eye contact.

•• Use friendly body language and substantiate lis-
tening by gestures such as tilting or nodding the
head.
•• Acknowledge the information being received by
using simple phrases such as ‘yes’ or ‘I see’.
Show Empathy
Being empathetic can resolve conflict and help in build-
ing friendly relations with the customers. At the peak of a
conflict, those involved in the situation hold ‘I am right, you
are wrong’ view. Empathising with the customers helps a
door supervisor in appreciating their point of view. Empa- Learning from Conflicts
thy brings in a sense of relatedness, and customers feel that
Door supervisors learn from every encounter. Self-analysis and
the door supervisors can see and respect their point of view.
analysis by other members of the team helps them improve
Empathy is a tool to make customers feel valued. Therefore,
their performance. A thorough analysis of every encounter
phrases such as ‘I am sorry this has happened to you, I un-
results in shared and mutual learning of the team members.
derstand how you feel about this’ make for a good begin-
Part of learning from an encounter or a conflict-like situation
ning of a conversation. Door supervisors must understand
also emerges from the detailed report that a door supervi-
that empathising with the customer does not necessarily
sor compiles after each encounter, particularly the one that
mean agreeing to his or her point of view. It just means that
involves or results in violence. The report, so compiled, could
the door supervisor understands how the situation must be
be used as evidence in the court of law. It establishes the fact
affecting the customer. Once the customers feel acknowl-
that the door supervisor dealt with the conflict in a reasonable
edged they begin to calm down.
manner. The report should include ‘who said what’ details and
must enable others to visualise and understand the conflict
Look for a Win-Win Strategy situation that occurred. The report clarifies why the door su-
All parties involved in a conflict want to emerge as winners. pervisor decided to act in a specific manner and why he or
In other words, they do not want to be seen to have lost an she opted for a particular course of action.
argument or to have given up their point of view. The task of Based on the patterns of violence or conflict documented
a door supervisor is to design a win-win solution. Managing a in the record book, the team of security operatives can frame
conflict entails ensuring that the conflicting parties leave the a long-term policy or create a strategy to counter conflicts in
situation satisfied. Even if a win-win strategy is not possible, the future. Staff training may also be scheduled based on the
the customers must feel that they are being treated fairly. At conflict report that documents and summarises the experi-
times this may mean giving customers what they want. ence of door supervisors in managing conflicts.
Chapter 17 Resolving and Learning from Conflicts | 121

impacted by the conflict are most susceptible to emotions
A conflict report should include the following: such as anger, shock, embarrassment, and disbelief in the first
•• What happened? few hours after the conflict. If customers are affected by the
•• Who said what? conflict, they should be assisted; door supervisors must lend
them an ear and assure them that it is normal to feel what
•• Why did it happen?
they are feeling in face of violence. In case the person im-
•• What went amiss? pacted is a door supervisor, he or she should be allowed time
•• What went well? for the ill-effects to heal before he/she returns to normalcy.
•• What can be done better next time? In either case, if the spillover effect lasts for more than a few
days or weeks, it is best to get specialised assistance for the
affected person.
Spillover
The impact, outcome, or the consequence of a violent situa-
tion may spill over to minutes, hours, or years to come. Those
Key Terms
Conflict p. 119
Credits
http://www.hse.gov.uk/violence/index.htm http://www.get-licensed.co.uk/sia_ds.pdf
http://www.sia.homeoffice.gov.uk
Multiple Choice
1. What is the MOST effective strategy to address a 4. Which of the following skills help security operatives
communication block with customers? effectively manage conflicts?
a. letting customers vent out their anger a. awareness about the modes of conflict
b. ensuring customer queries and complaints are looked b. adequate training in tackling issues physically
into patiently c. aggressive body language
c. using passive behaviour while addressing conflicts d. passive, non-aggressive behaviour
d. using closed hand communication while explaining 5. Which of the following demonstrates active listening
policies skills?
2. Which of the following is NOT included in a conflict a. giving gifts to the customer
report? b. maintaining good eye-contact
a. issues to be addressed in a similar conflict situation c. documenting the pattern of violence
b. details on people involved d. creating a long-term customer-service policy
c. place where the conflict took place
6. Which of the following is NOT an effective step in diffusing
d. reason for conflict conflicts?
3. takes place when two or more people wish a. identifying sources of conflict
to carry out acts that are mutually inconsistent. b. listening to the suggestions made by the
a. Conflict customers
b. Empathy c. raising your voice to establish authority
c. Diversion d. showing empathy
d. Spillover
|
7. Why is a conflict report an important document in 9. Which of the following is an advantage of a debriefing
situations that lead to violence? session?
a. It lists aggressive techniques to be used when dealing a. It helps identify the patterns in the recurring conflicts.
with rogue customers. b. It helps vent out the frustrations of the customer.
b. It helps make customers aware of the quality of c. It helps increase the impact of a spillover.
security in a premise. d. It helps escalate the conflicts.
c. It helps keep a record of number of conflicts handled in
10. Which of the following is NOT an action to win over a
a supervisor’s career.
customer who is caught in a conflict?
d. It is counted as evidence in a court of law.
a. escalating conflicts
8. Which of the following helps in creating a long-term b. showing empathy
policy or strategy to counter future conflicts?
c. looking for a win-win strategy
a. holding debriefing sessions
d. giving gifts
b. establishing trust
c. providing high-class customer service
d. recording the pattern of violence
True/False

true false
1. Acknowledging the information being received by using simple phrases such as

‘yes’ or ‘I see’ refers to demonstrating active-listening skills.
2. The spillover effect never lasts for more than a few hours.
3. Encouraging customers to register complaints can help to resolve conflicts.
4. A self-analysis about the areas where the supervisors failed to act upon helps to improve
future performances of the entire team.
5. A detailed report compiled by a door supervisor especially one where violence is
involved cannot be used as evidence in the court of law.
False 3.
True 2.
1. True 5. False
True 4.
True/False
a 4. a 5. b 6. c 7. d 8. d 9. a 10. a
c 3.
1. b 2.
Multiple Choice
Answer Key
Chapter 17 Resolving and Learning from Conflicts | 123

C h a p t er 1 8
Application of
Conflict Management for
Door Supervisors
Aaron Bishop, a former soldier, allegedly shoplifted a bottle of Joop after- Defusing Scenario: A situation that requires demonstration
shave from Debenhams store. Five security guards were alerted about the of effective communication skills in calming down an emo-
tive situation, such as dealing with an angry customer.
shoplift incident, and they confronted Aaron on his way to the car park.
Confronting Scenario: A situation that requires non-
Adam Barkas, an accredited door supervisor, was one among the secu- aggressive but firm handling of unacceptable behaviour, such as
rity operatives who confronted Bishop. Allegedly, Barkas gripped Bishop a customer using foul language or breaching the rules of entry.
tightly round the throat for 10 minutes and Bishop died as a result of this. High-Risk Scenario: An obvious risk situation that demands
The case went to trial and the crown court jury cleared Barkas, who told accurate threat assessment, decision-making skills, and safe
practice.46 In this scenario, the door supervisors may be asked
the court that he was just doing his duty. The defence established that
to address issues such as employment equality, disability, and
Barkas never held Bishop round the neck. During the trial, however, some discrimination.
eyewitnesses claimed that the security operatives used excessive means One of the essential purposes of managing a conflict is
to restrain Bishop and ignored the victim’s cries for help.45 minimising the risk of violence to both the customer and the
door supervisor. Door supervisors are required to understand
P
icking up early warning signs of conflict can help in avert- and deal with the response of customers in the thick of con-
ing mishaps such as this. Door supervisors dealing with flict. Identifying the response of the customers facing conflict
customers should be alert to the warning signs that and responding to it in an appropriate manner is a significant
signal escalation of a situation into conflict. aspect of tackling conflicts. A better understanding of the con-
According to the conflict management specifications out- flict situation helps the door supervisor in defusing it with con-
lined by the Security Industry Authority, door supervisors are fidence. While responding to conflicts, the security team must
likely to deal with conflict in four possible scenarios: show positive behaviour and ensure effective communication
with the customers. In conflict situations, the customers are
Enforcement Scenario: A situation that requires demon- more likely to notice and respond to the subtle body language
stration of positive communication skills when dealing with of the door supervisors. Managing a conflict entails continuous
other persons on day-to-day issues, such as access control dynamic risk and threat assessment, and the situation is termed
and identity checks. ‘high-risk’ if, for instance, the door supervisor faces assault.
http://www.nfps.info/news-1/pc-simon-harwood-charged
45
http://www.sia.homeoffice.gov.uk/Documents/training/modules/sia
46
-with-manslaughter _conflict_management_specification.pdf
124
Signs of Escalation
Door supervisors must be able to identify the earliest signs of What Signals Conflict
conflict. The body language and the tone of the aggressor is the
•• Threatening statements or gestures
first indication of escalation. As the situation approaches conflict
levels, the aggressor may raise his or her voice, use vulgar and de- •• Clenching and unclenching of fists
rogatory language, and direct eye contact and speech towards •• Gritting of teeth
the person identified for attack. The body language of the ag- •• Dilation of pupils
gressor is likely to show signs such as staring, frowning, flushed •• Attention-seeking and deliberate
red eyes, pointing or gesturing, making a fist and dilating pupils. provocation
•• Sweating and sudden jerky
Piotr Marcinski/Shutterstock.com
movements
•• Obvious muscle tension in
face, hands, and limbs
•• Over-reaction to
correction/instruction
•• Pounding of fists on the
table, throwing things, and
banging furniture
•• Change in speech patterns—slow to fast pace, sud-
den shouting or silence, abrupt switch in tone or
volume
•• Possible change in breathing patterns
•• Restlessness, agitation and making sudden move-
ments, for instance, pushing, noisiness or jostling
•• Change of language or increase in accents
•• Abrupt answers to questions
•• High level of activity, such as walking or wringing
hands frequently
•• Invading the personal space of others
•• Shifting position
•• Raised eyebrows
•• Pallor
•• Repeating things
If a door supervisor is able to pre-empt and identify warning •• Chin pushed out
signs of a conflict, he or she can be ready with an appropriate
•• Staring or avoidance of eye contact
response. It is important to note that there can be no full and
•• Standing up to full height
final list of warning signs: different aggressors may approach
conflict in different ways. Also, habitual offenders or experi- •• Offensive weapon carried or available
enced aggressors may not show any warning signs at all. •• Forward movement
How Customers Respond in a Conflict

Situation response clouds rational response. Therefore, in the face of
Customers in the thick of conflict may respond to the situ- conflict, it is difficult to reason out with customers, who are
ation in two different ways—emotional or rational. The more likely to be guided by emotions rather than the reason.
emotional response is based on feelings, while the rational Conflict triggers the natural instinct of self-defence, or the in-
response is based on thinking. In normal circumstances, an instinct to protect oneself against attack in an individual. This
dividual tends to strike a balance between the two, but in the spontaneous response of an individual caught in the thick of
face of conflict, this equilibrium gets disturbed and emotional conflict is known as the ‘fight or flight’ response.
Chapter 18 Application of Communication Skills and Conflict Management for Door Supervisors | 125
Fight or Flight Response
To be able to respond appropriately, the door supervisors Countering Fight or Flight Response
must be aware of the emotional and physical responses their
customers experience under fear. Humans have always experi- Customers Tend to Door Supervisors Should
enced the rush of adrenaline, a hormone secreted in response Stare Avoid looking directly into
to stress. Adrenaline prepares the body for action. In other the eyes of the customer for
words, adrenaline is responsible for individuals attempting to too long
overcome or escape from danger. This instinct, also known as React fast, have Slow down gestures, actions,
a fight or flight response, puts individuals in the survival mode animated response and breathing rate
and they may react to conflict in an emotive manner. Tense up, have shaky Carefully release the arms and
hands and legs legs to ease tension
Make quick and Pause before answering to slow
speedy decisions down the pace of the situation
lots of oxygen to our muscles, our heart beats faster and pumps
the blood faster round our body and our digestive system slows
down so that our body can focus on the immediate threat.
Listed below are the symptoms exhibited by an individual
experiencing a fight or flight response:
Behavioural: avoiding, procrastinating
Affective: experiencing or exhibiting emotions, such as anxiety
Sensory: experiencing butterflies in one’s stomach, being
dry mouth
Imagined: pictures in your head of what might happen
Cognitive: own perceptions/labelling of yourself
What happens when an individual is gripped by fear? When Physiological/physical: shaking, paling or flushing, dilation
we are frightened, we breathe more quickly so that we can get of pupils
The Fight Response

To make a customer feel threatened is the worst reaction a 1. Badly positioned door supervisors may evoke an ag-
door supervisor can cause, particularly when the customer gressive reaction from the customer.
is already in the fight mode. 2. Touching the customer in the thick of conflict is bound
Listed below are the postures that intimidate a customer: to backfire.
1 2
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3. Invading personal space of the customer and standing The Flight Response
‘square on’ can lead to confrontation. Blocking the flight option or the exit route of a customer is
an inappropriate response to conflict.
3
Door supervisors must make sure not to do the following:
1. Stand in a manner that it appears as if they are ganging
up against the customer
4. Hand gestures can easily be misinterpreted.
2. Position themselves to block the exit route of the customer
5. Choose appropriate words while warning the customer.

‘I am going to throw you out’ is obviously more pro-
vocative than ‘I will ask you to leave if you don’t change
your behaviour’.
5 3. Push the
customer 3
into a corner
The initial response of a door supervisor is meant to coun- she begins to calm down. As soon as the aggressor begins to
ter this fight or flight mode of the customers caught in the calm down, the door supervisor should start moving towards
conflict. This is also an opportunity for the door supervisors to de-escalation and resolution of conflict. The door supervisors
exhibit positive behaviour, the impact of which could instantly may notice that the expressions of the aggressor become
calm down the customers. less ‘animated’ as they take the aggressor away from his or her
A door supervisor should never deny customers a chance rigid stance or point of view to a neutral and more objective
to get away or exercise the flight option. A door supervisor thought process.
should attempt to defuse the conflict without making the A customer may become emotional and lose touch with
customer feel threatened and this is—often a challenging rationality if he/she is threatened or is under the influence of
task. drugs or alcohol. An emotional person may react aggressively
Being aware of the human fight or flight instinct, a door even to non-provocative words, or he/she may apply force
supervisor should realise that the individual in the thick of in excess of what is required. It is important that the door su-
conflict is unable to appreciate an opposing point of view. In pervisor avoids saying anything that may trigger or aggravate
other words, a door supervisor knows that the individual is aggressive outbursts from a customer.
operating with an ‘I am right, you are wrong’ mindset. While addressing a conflict in a group, a door supervisor
A non-aggressive body language of the door supervisor should look for ‘lifeline’ or rational people. A typical reaction
is the first step to get individuals out of an emotive mode from a rational person would be, ‘let us sort it out’ or ‘let us fol-
and get them to look at the situation rationally. Secondly, a low the instructions’. It is an appropriate strategy to let rational
door supervisor must know that, more often than not, frus- people in the group persuade their emotional friends and get
tration is at the root of the aggressive behaviour and ‘being them to look at the situation objectively.
heard’ is all that the aggressive customer wants before he or Consuming drugs or alcohol makes individuals lose their
inhibitions. In other words, they are unable to comprehend
the consequences of their actions. They fail to appreciate
Things Door Supervisors Can Do to that
Diffuse Conflict
their actions may have legal consequences;
Language Skills their actions may lead to death or injury;
•• Allow aggressor to talk, vent frustration and express they have social responsibilities such as a family or job to
anger. take care of;
their actions may be against their personal faith in
•• Use appropriate language; avoid provoking the
non-violence;
aggressor.
their actions do not reflect their past experience with
•• Avoid hostile or angry remarks.
violence;
•• Answer hostile questions in an indirect way. their personal items such as a wallet or a mobile phone
•• Express understanding of their aggressive behaviour. may be lost.
Non-Verbal Skills
•• Keep aggressor at a safe distance. Ejecting Troublesome Customers
•• Avoid eye-contact without break. Door supervisors deployed at licensed or designated prem-
•• Adopt non-aggressive posture. ises have a right to refuse admission to anyone entering the
premises at any time on valid or reasonable grounds. A door
•• Move slowly; avoid sudden movements.
supervisor can also ask anyone to leave the premises. The
•• Stay calm; have relaxed facial expressions.
supervisor must, however, allow the troublesome customer
•• Keep vocal signals of anxiety and stress under check. reasonable time to leave the premises. If the customer fails to
Control Strategies leave within that reasonable time, the customer becomes a
•• State the requirements clearly. trespasser and therefore, must be dealt with accordingly. In
certain circumstances, customers may have committed the
•• De-personalise encounter.
offence of ‘failing to leave the licensed premises’. If a trouble-
•• Underscore role requirements.
some customer fails to leave, ‘reasonable force’ can be used
•• Encourage offender to make decision. to remove the customer. However, a door supervisor must al-
•• Offer face-saving possibilities. ways try to persuade the troublesome customer to leave the
premises without using force.
|
Listed below are the body language and tools used to

effectively signal non-aggression to an aggressor:
P: Position
A: Attitude
L: Look and listen
M: Make space
S: Stance
Position: Allow Flight

Door supervisors should position themselves in such a man-
ner that the aggressor doesn’t feel trapped and can access the
exit route if he or she wants to. To ensure personal safety, the
door supervisor must also have access to the exit route while
countering an aggressor.
If a person refuses to leave, door supervisors should not

hesitate to call the police. Security operatives have the full
support of the police to prevent disorder, and the police
will not hesitate to assist security operatives in ejecting a
troublesome customer from the licensed premises. If a door
supervisor calls the police in the first instance, he or she
will be directed by the police officers to ask the trouble-
some customer to leave the premises in their presence. If
the troublesome customer refuses ejection, the police will
assist security operatives in physically removing the cus-
tomer from the premises. If present, the police may even
assist security operatives in preventing the re-entry of the
troublesome customer into the premises. In the event of a
person being arrested at the premises, the police will ex-
pect full support of security operatives in terms of securing
evidence and ensuring that the Courts impose an Exclusion
Order.
Attitude: Recall Attitude-Behaviour Cycle
Conveying Non-Aggression A door supervisor’s attitude impacts his or her behaviour,
Signalling non-aggression is an important aspect of managing which in turn is responsible for the aggressor’s attitude and
conflicts; both verbal and non-verbal communications reflect behaviour. Hence, a positive attitude of the door supervi-
a door supervisor’s intention to peacefully diffuse the conflict. sor indirectly evokes positive behaviour from the customer.
As discussed earlier, an aggressor tends to absorb subtle body The door supervisor’s intent to resolve conflict peacefully
language and tone of the door supervisor more rapidly when reflects in his or her attitude; adopting a positive attitude is
he/she is in an emotional state rather than when he or she is likely to impact all other components of the tool to signal
in a rational state of mind. non-aggression.
Look and Listen: Use Eye Contact and Stance: Avoid a Confrontational Posture
Active-Listening Skills A door supervisor must know the difference between a con-
Eye contact assures the customer that the door supervisor frontational and a non-aggressive stance. Moreover, the door
is paying full attention to what is being said; active-listening supervisor should be able to use hand gestures effectively to
skills (verbal and non-verbal communication) demonstrate prevent a situation from escalating into a conflict.
that the customer is being taken seriously. Sparingly use head 1. Confrontational stance: ‘Square on’ position.
nods and confirmation words such as ‘I see’ and ‘Let me check
if I have understood you correctly’ before paraphrasing and
repeating what the customer has shared.
Make Space: Do Not Invade Personal Space

Keep comfortable distance from the customer. Factors such as
culture, gender, and environment determine personal space
for different individuals.
A door supervisor must appreciate that the innermost di-
ameter (0m to 0.5m) is the most intimate space and is usually
reserved for family. A diameter of 0.5m to 1.2m around an indi-
vidual is safe or normal space. Following is a simple test to know
whether a door supervisor is standing at a safe or comfortable
distance from the customer: can the door supervisor look at the
feet of the customer without bending his or her neck? If the an-
swer to this question is yes, then the door supervisor has taken
a position in the safe space. This is the best and the safest posi-
tion to have a conversation with an aggressive customer.
A diameter of 1.2m to 3.0m around an individual is known
as the stranger space. Standing in the stranger space may
pose problems in communication and at times, it may even
signal that the door supervisor is afraid of the aggressor.
|
2. Non-confrontational stance: Leaving space in Hand Techniques that Convey Stance

between; leaving space in between and
1. Assertion
standing with relaxed shoulders conveys
non-aggression.
2. Aggression
Responding to Conflict
Natural gestures help the door supervisor in In case of conflict, a door supervisor must focus all of his or her
maintaining safe space attention on the customer and the immediate environment
of the conflict. The customer’s response and communication
Being in control of personal space is important to ensure skills of the door supervisor are the two significant factors in
that a high-risk situation doesn’t erupt into a major conflict. determining how fast the conflict gets diffused.
From the perspective of door supervisors, defusing con- door supervisor stays in control of his or her emotion, no mat-
flicts involves two processes: intervention and positive ter what the provocation.
communication.
Positive Communication
Intervention A door supervisor must appreciate that the aggressor may
Intervention opens the door of communication and draws just want to express his or her frustration and stop at that.
the attention of the customer towards the door supervisor. A Also, at the inception of the conflict, the customer may not
door supervisor uses eye contact, speech and hand gestures be able to see the rational aspect of the situation and most
to intervene. He or she may use words such as ‘may be, I can likely would be in an emotional state of mind. So the best
help’ to establish communication. A door supervisor must course of action for a door supervisor would be to signal
make sure that the intervention is non-threatening and hence non-aggression and listen to the customer intently. Allow the
a low tone is the preferred way of putting across whatever is customer to talk and vent his or her frustration. The more a
required. Taking the troublesome customers away from the customer talks, the faster he or she will be in a position to
person they are about to confront is a good strategy to cur- view the situation rationally. Allowing the customers to talk
tail aggression. The situation is easy to tackle if the aggression is also a good strategy to channelise the emotional energy of
of the customers is directed at another customer. However, in the customer and avert aggression. Gradually, door supervi-
case the aggression is directed at the door supervisor, stay- sors should slow down the pace of communication by asking
ing calm may prove to be a challenge. It is important that the questions and requesting the customer to repeat whatever is
The Three Stages of saying ‘mmm’). Use open questions II. Regaining Rapport
Defusing Conflicts to get customers to open up. All this Once the customer has calmed down,
uses up their energy and helps them talk to regain rapport.
I. Calming get rid of their pent-up feelings.
•• Summarise: Show that you have un-
The objective of calming is to reduce •• Pace down: Slowing down gets the derstood the complaint and what the
tension. customer to wind down and gives customer wants you to do.
you a chance to think ahead.
Calm Yourself •• Confirm: Seek confirmation that you
•• Keep listening: Gather information have understood properly.
•• Voice: Keep your voice steady and
and listen for their feelings, concerns
calm; maintain an even tone and •• Empathise: Do not patronise.
and possible intentions.
pitch. Speak slowly, clearly, and •• Clarify: Seek clarity on what action or
carefully. •• Hear them out: This makes the
assistance the customer requires.
customer feel that he or she is being
•• Face: Show that you are listening; •• Encourage: Smile in encouragement
taken seriously.
nod to signal that you understand. to try to relax them (and you!) but not
•• Be vigilant: Look out for changes in
•• Eyes: Make an eye contact; avoid to the point that it looks as though
behaviour such as relaxation of facial
staring. you are laughing at them.
muscles, lowering of voice pitch,
•• Posture: Avoid aggressive and de- III. Problem Solving
steadier breathing, which can indi-
fensive stances such as folded arms,
cate that you have got the customer •• Explain: Clarify what is to be done
hands on hip, or waving fingers or
under control. Be alert to the signs of next.
arms. Try to look relaxed and open.
rising anger in case evasive action is •• One at a time: If the problem is really
•• Space: Give yourself and the cus- needed. complex, tackle each aspect sepa-
tomer plenty of space. Never invade
•• Don’t argue: It is easy to get drawn rately. Agree upon a list of issues to be
personal space.
into the customer’s argument espe- worked through.
Calm the Customer cially if he or she is getting personal. •• Address simple issues first: Tackle
•• Signal non-aggression: Give the im- Joining in the argument will inflate the simple issues first and quickly.
pression of being self-controlled and the situation. •• Address complexities later: Move
confident without being dismissive. •• Be open: Remember to use body on to the more complex issues later
•• Keep customers talking: Use verbal language that shows you are when you’ve already achieved suc-
and non-verbal prompts (nodding, receptive. cess with the simpler issue.
|
not clear. This will make the customer realise that he or she is should stand away so as not to intervene in the conversation
being taken seriously. Empathy will make the customer feel the contact is having with the customer. The contact and the
acknowledged. However, supervisors should not take sides cover should be able to see each other and also see past each
or patronise as the latter may evoke sharp reactions from the other. The customer should be able to see both the contact
other person involved in the conflict and further precipitate and the cover. The distance between the cover and the con-
the situation. Offering an apology will have a positive impact, tact should be such that, at all times, he or she should be in a
but only apologise for your own actions. Don’t apologise for position to intervene if required.
the actions of the colleagues. Following are two tactics su-
I.
pervisors may employ:
Move towards a Solution: Take the attention of the cus-
tomer away from the problem by offering options and
choices to solve them. Allowing the customers to arrive at
their own solutions is a good way of empowering them.
Offer a Winning Proposition: When a customer knows that
he/she is indulging in a bad behaviour, he/she expects a pen-
alty, such as being shown the door. However, instead, if the
door supervisor says that the customer could stay if he or she
behaved properly, the customer is more likely to mend his or
her ways.
Team Response to Conflict
II.
It is a good idea to team up with a colleague to defuse a

conflict situation, if the door supervisor anticipates escala-
tion. In other words, use a colleague as a back-up or cover, if
you feel that the situation can suddenly turn aggressive. The
door supervisor who is directly dealing with the customer is It is perfectly fine for the contact and cover to switch
known as the contact or the lead and the door supervisor places without undermining each other. Switching is an ap-
who is providing the backend support is known as the cover propriate move if the customer has started to calm down, or if
or support. Modify approach and positioning to avoid com- the contact begins to lose his or her temper and intervention
ing across as threatening to the customer. The cover or sup- by the security operative acting as a cover is likely to prevent
port may end up being only a witness and intervene only if escalation. Another reason for the switch to happen is that the
the situation escalates. customer gets more aggressive. A switch is most likely to help
Since the contact directly deals with the customer, he the situation if the customer feels victimised and if the cover
or she stands closer to the customer. The cover or support is able to reinforce the point with more clarity and emphasis.
In an ideal situation, the contact signals switch to the cover Having switched places with the contact, the cover should
in a subtle gesture such as indicating rotating thumb or tap- now begin to defuse the situation. The three options before
ping index finger. the door supervisors are as follows:
Remove the customer from the premises.

Pass the baton to another colleague.
Opt for an exit strategy.
A warning before the eviction will most likely sound like

what is being stated in the image below.
“Please get down from the

table, or I will have to remove
you from the club premises…”
Executing a Switch
The ideal strategy to execute a switch is to let the cover step
in, catch the customer’s attention and draw the customer
away from the contact. Simple yet firmly spoken sentences
such as ‘let me help’ coupled with an eye contact, appropriate
hand gestures and body movement are a perfect combina-
tion to execute a switch. Once the switch is executed, the eye
contact between the contact and the customer would have
been replaced by the eye contact between the cover and
the customer. The cover should now drop the pitch of his or
her voice and the contact should take an appropriate cover
position.
If the door supervisors are unable to resolve the situ-

ation despite a switch, they have the choice of passing
the baton or passing the customer to the head supervi-
sor or manager of the venue, the head security officer of
the venue or a more experienced colleague. Before passing
on the customer to any of these, a door supervisor must
ensure that doing so is in line with the policy of the venue.
He or she should also brief the officer concerned about the
customer’s problem before letting him or her take over the
situation.
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Alternately, a door supervisor also has the choice of exit- If a person is asked to leave the premises because of his or
ing a high-risk situation without losing face. An exit strategy her behaviour, have him/her banned immediately.
may also give a break to the agitating customers and grant If the licensed premises is a member of the Local Pubwatch
them an opportunity to think over the situation clearly. Scheme, banning troublesome people will most likely be
A door supervisor opting for the exit strategy may simply say an effective deterrent.
that he has to go and get his or her decision approved from an
appropriate authority. He or she may even pretend that another Violence Policy48
urgent situation requiring his or her attention has come up and If your company is significantly affected by violence, it should
that he or she is required to attend to that situation first. have a documented violence policy underscoring the
overall health and safety arrangements. The violence policy
Trouble Due to Excessive should include the following aspects:
Consumption of Alcohol
Definition of violence, abuse and threatening behaviour.
More often than not people who cause trouble at or nearby
Violence policy should set in place a proper reporting sys-
licensed premises have consumed too much alcohol.47 When
tem and encourage staff to report matters.
this occurs a number of untoward incidents can happen. Door
Violence policy should identify the various ways in which
supervisors can avoid or minimise such scenarios by taking
violence may occur at the premises.
the following preventive measures.
Violence policy should identify people susceptible to risk.
Encourage customers to sit down when drinking. For ex- Violence policy should put in place a structure to consult
ample, reduce ‘vertical drinking’ space, increase seating and the employees and safety representatives.
table areas. Violence policy should outline the managerial and em-
Refuse entry to people who have already consumed too ployee responsibilities.
much alcohol. Violence policy should have a provision to carry out risk
Refuse to serve alcohol to people who have consumed too assessments.
much alcohol and those who attempt to purchase alcohol Violence policy should cover all aspects of violence in em-
for people in the same condition. ployee training (e.g., how to recognise it, how to diffuse it,
Do not allow people who have consumed too much alco- understanding the policy itself ).
hol to remain on the licensed premises. Violence policy should list out both physical and organisa-
Take note of troublesome signs, such as people becoming tional arrangements to prevent violence from erupting, and
more vocal, aggressive or unsteady on their feet. Uncoordi- for dealing with violence if it breaks out.
nated movements, inflamed eyes, increasing self-confidence, Violence policy should set in place arrangements with em-
and loss of self-restraint are some signs of the onset of ployees of contract staff or self-employed staff working
aggression. on the premises (i.e., contractor vetting and monitoring
Do not tolerate anti-social behaviour. arrangements).
Have signage placed on premises relating to standards of Violence policy should monitor all organisational and physi-
unacceptable behaviour. cal precautions to ensure that they are effective.
Ensure that all staff is aware of the standards of behaviour Violence policy should ensure access to counselling or
that are acceptable. treatment, without loss of pay or benefits for victims of vio-
Do not show favouritism to particular customers, as it will lence; remain committed to support for this program.
only lead to a loss of credibility among other customers Violence policy should review mechanisms in place to as-
and discourage other staff members from acting positively. sess the success of all parts of the policy.
https://www.conflictmanagement.org/icm/Downloads/Documents
47
/Managing%20and%20Designing%20out%20Crime%20and%20Disorder http://www.westminster.gov.uk/services/business/healthandsafety
48
%20on%20Licensed%20Premises.pdf /health-and-safety-a-z/violence/
Key Terms
Attitude-Behaviour Cycle p. 129 Defusing Scenario p. 124 High-Risk Scenario p. 124
Confronting Scenario p. 124 Enforcement Scenario p. 124 Passing the Baton p. 134
Contact or the Lead p. 133 Exit Strategy p. 135 Violence Policy p. 135
Cover or Support p. 133 Fight or Flight Response p. 125
Credits
http://www.scotland.gov.uk/Resource/Doc/98780/0023930 http://www.staffordshire.gov.uk/business/procurement
.pdf /news/workshop1.pdf
http://www.wrexham.gov.uk/assets/ppt_files/carers http://www.schoolportal.co.uk/GroupDownloadFile.asp?Gro
/managing_your_stress.ppt upId=1056421&ResourceID=3435931
http://www.preston.gov.uk/GetAsset.aspx?id=fAA1ADgAOQ http://www.avonandsomerset.police.uk/information
A1AHwAfABUAHIAdQBlAHwAfAAwAHwA0 /documents/cache/PDF/Document604_403489.pdf
http://www.avonandsomerset.police.uk/information http://www.birmingham.gov.uk/socialcare
/documents/cache/PDF/Document604_403489.pdf http://www.devon.gov.uk/index/socialcare
http://www.westminster.gov.uk/services/business /policies-procedures-guidance/assessment-elig
/healthandsafety/health-and-safety-a-z/violence/ -careman/healthandsafety-riskman/restrict-liberty
http://www.swansea.gov.uk/media/pdf/7/h/Managing -policy/restrict-liberty-policy-02.htm
_Conflict_and_Aggression.pdf http://www.bathnes.gov.uk/sites/default/files
http://www.sialicencehub.co.uk /sitedocuments/Bins-and-Recycling/SSOW/ssow_11_-
/door-supervisor-tips-controlling-aggressive-behaviour/ _dealing_with_confrontational_situations.pdf
http://www.cityoflondon.gov.uk/business/licensing http://www.eastsussex.gov.uk/NR/rdonlyres/B73E354A
/alcohol-and-entertainment/Documents -EB7F-474F-A051-6F2AB35B57EC/0/out.html
/Statement%20of%20licensing%20policy%20text%20only http://www.sia.homeoffice.gov.uk/Documents/training
.pdf /modules/sia_conflict_management_specification.pdf
http://www.cityoflondon.gov.uk/business/licensing http://www.bbc.co.uk/news
/alcohol-and-entertainment/Documents/CoL-code-of /uk-wales-south-west-wales-11383513
-good-practice.pdf
Multiple Choice
1. A situation that requires non-aggressive but firm handling 4. What should be the next course of action if a door
of unacceptable behaviour is known as . supervisor is unable to resolve a situation despite a switch?
a. enforcement scenario a. Opt for exit strategy.
b. defusing scenario b. Remove the customer from the premises.
c. high-risk scenario c. Use mock attack techniques.
d. confronting scenario d. Pass the customer to the head supervisor
2. gestures help a door supervisor maintain 5. Which of the following provides the agitating customer an
safety at workplace. opportunity to think over the situation clearly?
a. Passive a. passing the baton c. non-confrontational stance
b. Natural b. exit strategy d. square on body language
c. Aggressive 6. Which of the following defines the term “contact”?
d. Animated a. Contact refers to the door supervisor who contacts all
3. Which of the following actions by a door supervisor can colleagues for a debriefing session.
cause the worst reaction to a customer who is in fight b. Contact refers to the door supervisor who is in charge
mode? of contacting police in case of adversity.
a. taking a square on position c. Contact refers to the door supervisor who is directly
b. asking the customer to leave without using force dealing with the customer.
c. offering face-saving possibilities d. Contact refers to the door supervisor who is providing
d. underscoring the role requirements backend support.
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7. Which of the following is the best example of a good 9. Which of the following is an example of “moving towards a
strategy to channelise the emotional energy of a solution” in a conflict situation?
customer? a. breaking eye contact with the customer and avoiding
a. allowing the customer to talk freely and listen to him staring
intently b. offering options to the customer and allowing him to
b. asking the customer to stay in control of his/her come to a conclusion
emotions always c. awarding customer a penalty in case of bad behaviour
c. arguing with the customer until they understand the d. confronting customer with a full back to avoid
door supervisor’s view retaliation from him
d. listening to the customer complaint only when the 10. Which of the following refers to a control strategy that
situation has got out of control door supervisors can use to diffuse conflicts?
8. Which of the following should be part of a violence policy a. Adopt non-aggressive, passive postures.
at workplace? b. Personalize encounter.
a. allowing restricted entry to only people belonging to c. Offer face-saving possibilities.
specific social strata
d. Coerce offender to leave premises.
b. encouraging customers to sit down while drinking
c. ensuring access to counselling and treatment
d. refusing entry to people who have consumed lot of
alcohol
True/False

true false
1. Being in control of personal space is important to ensure that a high-risk situation

doesn’t erupt into a major conflict.
2. A diameter of 0.5 m to 1.2 m around an individual is known as the stranger space.
3. De-personalising encounter is a non-verbal skill that door supervisors can use to
diffuse conflicts.
4. Paling or flushing and dilatation of pupils are one of the physical symptoms that are
exhibited by an individual experiencing a flight response.
5. When a door supervisor positions himself to block the exit route of a customer it
is known as the fight response.
True 2.
1. True 5. False
False 3. False 4.
True/False
a 4. d 5. b 6. c 7. a 8. c 9. b 10. c
b 3.
1. d 2.
Multiple Choice
Answer Key
M o d u l e 4
Physical Intervention
Skills
module 4 Outlines
C h a p t e r 19
Introduction to Physical Intervention
Skills 139
C h a p t e r 20
Must-Know Legislations 149
C h a pt e r 1 9
Introduction to Physical
Intervention Skills
The claimant in Haseldine v Daw49 was injured by a faulty lift which undertake physical intervention training as part of their licens-
had been surveyed by a group of technicians a week before the ac- ing requirements. The SIA supports low-level non-restrictive
interventions and non-aggressive disengagement techniques.
cident, and was seen to be in perfect order. The claimant purported On completion of physical intervention training, door su-
to sue the owner of the building. In its judgment, the court held that pervisors should be able to
the technical and specialist nature of lift maintenance meant that the understand physical interventions and grasp the legal and
quality of the survey was not something that the occupiers could rea- professional implications such an intervention is likely to cause,
sonably be expected to verify. Hence, the occupiers were not liable. An identify the method to minimise the risk of harm caused on
effective risk assessment of the premises accompanied by appropriate account of physical intervention,
use non-intrusive physical techniques and skills to protect
controls to check lapses such as a faulty lift could have not only averted
themselves and others from assault,
the mishap but also averted the litigation that followed the incident. use non-intrusive holding and escorting techniques,
indulge in good practices after physical intervention.
What Is Physical Intervention?
Physical intervention is defined as the use of direct or indi-
The Security Industry Authority recommends physical
rect force to restrict, or contain, another person’s movement.
intervention training that is
In other words, any application
of force to protect oneself •• non-aggressive,
Physical or another individual •• non-restrictive,
intervention against harm, by re- •• low-level,
stricting the move- •• non-pain compliant.
involves use of ment of the person
direct or indirect who is causing the
Physical intervention may be made by a security operative
harm, amounts to
force through bodily, physical interven- or a door supervisor blocking the way of individuals, pushing or
pulling, re-directing, or ‘steering’ them, and holding or physically
physical, or mechanical tion. According
to the parameters restraining them.
methods to limit the outlined by the
Types of Physical Intervention
movement of an Securit y I ndustr y
Authority, all door su- Physical intervention is classified into non-restrictive and restric-
individual. pervisors are required to tive interventions. Understanding the difference between the
two helps a door supervisor in determining which particular in-
http://www.simplifylaw.com/
49
tervention is required to get the desired result in a given situation.
139
Restrictive intervention: The intervention that intends to option to resolve the conflict has failed. Physical intervention
prevent or restrict the freedom or movement of an individual is is also required when it is inappropriate to withdraw from the
known as restrictive intervention. The movement of an individual situation in the face of an immediate risk of harm. However,
may be restricted through body contact, or by using security door supervisors must not use physical intervention longer
equipment, or simply by altering an individual’s environment. than necessary and it should cease as soon as the danger is
Low-key holding, manoeuvring, escorting, temporary no longer a threat. It is significant to note that an improper
physical containment, seclusion, full restraint, and mechanical use of force can worsen the situation, hamper the team’s rep-
restraint are some examples of restrictive techniques. utation, trigger multiple complaints, lead to civil proceedings,
and even cause loss of the operative’s SIA licence.
Non-restrictive intervention: It is a form of intervention
that can conclude without physically blocking or restricting
the movement of an individual. Some examples of non-
restrictive intervention are non-verbal prompts, guiding,
and disengagement.
Other factors influencing the use of physical intervention
are size, age, obesity, medication, drink, drugs, location of
incident, and physical injuries.
Physical Intervention Skills
Defensive Physical Skills versus Physical Physical intervention should be the last resort
Intervention
Defensive physical skills are essentially the skills used to pro- Door supervisors should only consider the option of physi-
tect oneself from assault. In other words, physical skills that a cal intervention to protect someone from a dangerous situa-
door supervisor uses to avoid getting into trouble in the first tion, to break away, or disengage from harmful contact, and
place are termed as defensive physical skills. On most oc- to separate someone from a ‘trigger’. It is also recommended
casions, defensive physical skills may not involve use of force. that the employers put in place some structures by way of
Defensive skills equip a door supervisor to pre-empt danger controls to develop positive alternatives to the use of force.
and safely avoid, manage, or counter it. Risk assessments, call These controls can be classified into the following:
for support, stance, position, and identification of exit routes Primary controls are protocols and procedures that are
are some mechanism signaling defensive physical skills. put in place to prevent conflict situations. This level of inter-
On the other hand, physical intervention entails proactively or vention intends to pre-empt and avoid conflicts, or at least
reactively using a low-level force to protect self or others in addi- minimise their frequency. On-going risk assessments, staff
tion to escorting people away from the area of the conflict. Dis- training, and safe-practice guidelines are some examples of
engagement techniques, guides, deflections, blocks, escorting primary controls.
holds and restraints are some examples of physical intervention.
Secondary controls are interpersonal controls that may
Positive Alternatives to Physical Intervention help in containing a violent situation and preventing escala-
Physical intervention should never be used a matter of rou- tion. Defusing and calming strategies, deterrents through
tine. It should be used sparingly and only when every other staff presence, effective communication skills, passing the
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140 Module 4 Physical Intervention Skills
Viappy/Shutterstock.com
Primary controls are proactive and preventive
Tertiary controls involve physical intervention and

baton, seclusion, and other interpersonal techniques are just
post-assault measures
some examples of secondary controls.
more to prevent harm. In other words, dynamic risk assess-

ment is an ongoing and relentless assessment of risk in a dy-
namic environment of the workplace, or during an incident,
with the purpose of putting in place structures to strengthen
safety measures. Control measures (discussed earlier in this
chapter) are the structures that help an organisation minimise
risk. Dynamic risk assessment also enables security operatives
to counter threats with an appropriate, quick response.
Door supervisors can make use of the following models to
assess risk in a conflict-based situation. The SEW model helps
door supervisors in identifying specific threats posed by a
situation.
TACT Model
T: Think ‘safety’ first
Secondary controls involve interpersonal skills
A: Assess the situation
C: Consider your options
Tertiary controls are the measures initiated when violence
T: Take action
is occurring and after it has occurred to ensure that its impact
by way of physical or psychological harm is minimised. Emer- SEW Model
gency procedures, exit strategies, and post-incident support
S: Subjects
are some tertiary controls.
E: Environment
Dynamic Risk Assessment50 W: Weapons
Dynamic risk assessment is a detailed examination of all as-
pects of your work environment, and all things that could
cause harm to people, so that you can make decisions as to SAFER and POPS Approach to Dynamic
whether you have taken enough precautions or should do Risk Assessment
SAFER and POPS approaches help security operatives in
http://www.hse.gov.uk/pubns/indg163.pdf
50
choosing the least disruptive method of minimising risk.
Chapter 19 Introduction to Physical Intervention Skills | 141

SAFER Model Respond: Choose a response that is Objects
least disruptive and that you will be Scan for
Step Back: Answer – Is physical inter- able to justify legally and ethically.
vention necessary? •• weapons in possession
•• objects that can be substituted for
Assess Threat: Identify the exact risk
of assault posed by the situation. POPS
POPS Model weapons
model (described below) is tool to The POPS model helps in estimating Place or spot of conflict
achieve this. the risk of assault Locate
Find Help: Identify methods to minimise •• confined spaces, exits, stairways
the risk of assault. Signal the colleagues Person in the thick
of conflict. Situational factors
trained to address this type of conflict;
also locate the physical structures put in Answer Such as
place to deal with the situation. •• How many? •• Time of the day
Evaluate Options: Look at the op- •• What gender? •• Task being performed
tions thrown open by the primary con- •• What age group? •• Ability to exit from situations
trols (proactive actions), the secondary •• What income segment? Door supervisors must estimate if
(interpersonal skills) controls, and the •• Signs of aggression/history of the arms and legs of any individual
tertiary (disengagement techniques) violence, if any at the venue are within the range of a
controls. •• The hold others have on them grab or blow of the offender.
In a nutshell, five steps are involved in risk assessment: Holding the subject face down
Sitting on the subject to restrict movement
Identify the hazards.
Holding the subject in a manner such that he/she feels
Decide who might be harmed and how.
pressure on the chest or back
Evaluate the risks and decide on precaution.
Record your findings and implement them. Research indicates that restraining a person in a face down
Review your assessment and update, if necessary. position is likely to restrict his/her breathing as opposed to re-
straining that person in a face up posture. Prone restraint, a
Degree of Physical Intervention position wherein the chest or the stomach of the person be-
Door Supervisors’ lack of proper training in regard to physical ing restricted is in contact with the floor, is one of the com-
intervention may expose the customer/visitor to the risk of mon causes of positional asphyxia and must be avoided. A
injury. The risk emanates from the fact that unless trained, door supervisor using prone restraint as a technique to re-
door supervisors are unlikely to use force in proportion to strict movement of the subject should constantly monitor the
the threat posed by the faltering customer/visitor. The tech- breathing of the subject and must never expose the subject
niques put to use during physical intervention should vary to such a restraint longer than necessary.
from situation to situation, in terms of which, how, and for Excited delirium is a condition that manifests as a com-
how long. In other words, door supervisors should use an bination of delirium, psychomotor agitation, anxiety, violent/
appropriate degree of force by applying an appropriate tech- bizarre behaviour and disorientation. Delirium, in particular, is
nique and for a period no longer than necessary. Security a state of excitement and mental confusion.
operatives should avoid causing injuries, unnecessary pain, It is a state of extreme mental or physiological exhilaration
or discomfort to the subject. Lack of physical intervention that a subject exhibits in response to being restricted. Among
training exposes the faltering customer/visitor to the risk of the common causes of excited delirium are misuse of drugs,
positional asphyxia, excited delirium, and acute behavioural alcohol, and psychiatric ailments. Subjects exhibiting such a
disturbance, among other things. behaviour display unexpected levels of strength and are un-
Positional asphyxia may be caused when the subject is deterred by pain. They are most susceptible to die of cardiac
unable to breathe properly due to the method used to restrict arrest.
his/her movement. The subject may even lose conscious- Extreme agitation, excitability, paranoia, aggression
ness or die. To prevent positional asphyxia, security operatives and resistance to techniques used to achieve pain compli-
should avoid the following positions: ance are some symptoms of acute behavioural disturbance.
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cannot justify in a court of law. To begin

Door
with all physical interventions and
reporting requirements should supervisors
be in tandem with the organi- must make sure
sational policies and sector
guidance prescribed by
that the use of force
statutory bodies such as the is always:
Security Industry Authority. • Justifiable
The key aspects regard-
ing the use of force that • Accountable
door super visors should • Proportionate
keep in view are as follows:
• Reasonable
Health & safety: Duty of care
CREATISTA/Shutterstock.com
Common law: Self-defence
• Necessary
Human Rights Act
Duty of Care: Every employee, including security operatives,
has a duty of care to himself /herself, to his/her colleagues,
and to the customers/visitors. Duty of care is a significant
aspect of door supervision, particularly while dealing with
vulnerable groups such as older people, people under medi-
cation and people with learning disabilities.
Clinical features associated with excited delirium
•• High mental and psychological arousal Self-Defence: According to the common law any person can
use reasonable force to defend himself or herself and others
•• Agitation
(and in certain circumstances property) from imminent and
•• Hyperpyrexia associated with sweating unlawful assault. In other words, the use of force is justified
•• Violence, aggression and hostility only when it is necessary, reasonable and proportionate.
•• Insensitivity to pain Human Rights Act: All laws governing the use of force must
•• Insensitivity to sprays that incapacitate be read in concurrence with the Human Rights Act. Various
articles of the act deal with different aspects of the rights
Acute Behavioural Disturbance51 is a condition that may granted to individuals. Article 2 deals with the right to life,
occur secondary to substance misuse (both intoxication and Article 3 is about prohibition of torture, inhumane or degrad-
withdrawal), physical illness (such as post head injury, hypo- ing treatment, Article 5 is about the right to liberty and Arti-
glycaemia) and psychiatric conditions such as psychotic and cle 8 is about the right to respect private and family lives (i.e.
personality disorders. Acute behavioural disturbances may the right to privacy).
also result from head injuries, high or low blood pressure or While using force during physical intervention, door super-
extreme body temperature. visors must first ponder over following questions:
Factors such as age, pre-existing health condition, medica-
tion, drug or alcohol use, spot of the incident determine the Is the force used in proportion to the wrong they are seek-
techniques used for physical intervention. It is crucial that a ing to avoid?
security operative exhibits a suitable amount of self-control in Is the use of force chosen the least intrusive option avail-
dealing with conflict-like situations as excessive use of force able to them in the given scenario?
will more often than not lead to extreme outcomes and un-
Conflict Resolution Model
necessary litigation.
The conflict resolution model is a system introduced as
a set of guidelines to decide how much force should be
Use of Force: What the Law Prescribes?
used in a certain situation. The model helps door supervisors
While using force on a subject during physical intervention, in justifying actions after the conflict has occurred. It also
door supervisors must be well versed in what they can or helps them in drafting incident reports and recording state-
ments about the sequence of events during conflict and its
http://fflm.ac.uk/upload/documents/1170083219.pdf
51
resolution.

BehaviouR response
Compliance (no resistance) Door supervisor’s pres-
ence (observing, passive
control)
Verbal resistance (refus- Tactical communications
ing to cooperate, swearing, (verbal and non-verbal)
threatening)
Passive resistance (refusing to Primary control skills (carry-
move/leave) ing out, low level of force)
Active resistance (pulling or Secondary control skills
pushing away, struggling) (increase in force, arm-
locks and holds etc.)
Assaultive/aggressive resist- Defensive tactics (blocks,
ance (fighting, punching, strikes and takedowns)
kicking)
Serious/life-threatening resist- Serious or deadly use of
ance (armed or serious attack, force (action likely to or
risk of serious harm or death) could cause serious harm
Leah-Anne Thompson/Shutterstock.com
or even death)
or to carry out citizen’s arrest on the offenders. The team of

door supervisors should work in close co-ordination and take
the incident to an appropriate, logical conclusion. Reporting
of Injuries, Diseases and Dangerous Occurrences Regulations
(RIDDOR) makes it mandatory for the employers, self-employed
The conflict resolution model suggests that the following people, supervisors and security operatives in charge of the
five steps are involved in resolving conflicts: licensed premises to report and record the incidents.
Identify the problem.
Identify the sentiments involved.
Identify the consequences/impact.
Make a decision.
Act upon the decision.
By making use of the conflict resolution model, security
operatives can decide whether the situation warrants physi-
cal intervention and what degree of force should be used to
resolve the conflict. To be able to apply this tool effectively,
door supervisors should gauge the situation, scrutinize risks,
predict the outcome/consequences, draw out an action plan
and act upon the plan
Post-Incident Management Security operatives should summon emergency

The responsibilities of security operatives don’t end with the services, if required
resolution of conflict. Once the conflict has been resolved, they
must look after and take care of everyone involved in the inci- As soon as an incident happens, door supervisors must
dent. In other words, they must ensure that the subject (who check everyone’s safety and welfare,
could be under the influence of drugs or alcohol, or who would offer assistance,
have suffered an injury during the incident) is at ease. To begin call up emergency services,
with door supervisors or security operatives should provide first take note of witnesses,
aid to the injured, if any. They may be required to call the police, seek professional help.
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Security operatives are also required to provide details

of witnesses to the incident for further investigation. They
should get their act together and summon professional help if
any member of the team is stressed or extremely upset as an
outcome of the incident.
Upgrading Skills Set
Door supervisors must update themselves of laws, which
change from time to time, to guard themselves and their or-
ganisations against civil and criminal litigations. Regular re-
fresher training can help them upgrade their physical skills and
perform effectively in situations that demand physical interven-
tion. Door supervisors may also face health and safety implica-
tions if they do not upgrade their skills at least once in a year. Debriefing session
Debriefing Session
investigations and legal proceedings are some tasks tackled by
them. It is imperative that incidents are recorded accurately and
promptly and incident reports are structured to meet this goal.
Incident reports document what happened, who was
injured and who witnessed the incident. They are used to in-
form the top line of management and other line managers
and security operatives about the incident. They may even be
used by outside agencies such as police or fire services to con-
duct further investigation. If required, they can be admitted as
evidence in a court of law. Incident reports can also form the
basis of disciplinary proceedings and help in identifying the
Introspect and re-run the incident to improve safety

mechanisms in place
Once a conflict has been successfully resolved, the security op-
eratives must debrief the team to understand what happened,
what went amiss, and what would it take for the system to gradu-
ate to the next level, and how systems can be improved to en-
sure a more apt and safer response to such incidents in future.
Debriefing helps in highlighting problem areas and identifying
behaviour patterns. Both problem areas and behaviour patterns
can then be tested to ensure effectiveness of policies and proce-

dures. In other words, post-incident analysis is a tool to streamline
policies and procedures to prevent recurrence of incidents.
Reporting Physical Intervention
During the course of their work, security operatives get in-
Record the details of the incident as soon as you can
volved in a wide range of activities. Risk assessment, criminal

report in concurrence with the organisational guidelines,
Checklist for Incident Reports fully describe and account for the use of force,
provide full description of any injuries suffered by staff, indi-
•• The report is meant for…
viduals and those affected during the incident,
•• The report was written by… have the details of medical support offered or carried out,
•• The incident was reported by… gather evidence,
•• The incident was reported on… (day, date and time) take witness statements.
•• The incident was reported at… (place) Use of force forms are yet another useful tool to docu-
•• The door supervisors/security operatives were in- ment incidents. These forms are designed to help door su-
formed that… pervisors justify their actions and provide an easy-to-use
•• The door supervisors/security operatives saw… template to record all the relevant details about the incidents.
•• The door supervisors/security operatives informed It is strongly recommended that the door supervisor keeps a
police, summoned fire brigade (the action they took) copy of use of force forms for his/her own record.
•• The result of the door supervisor’s action was…
•• The incident was witnessed by… A Form to Record Use of Force
•• The incident involved… (people, property)
•• The people injured in the incident are… Details of any injuries sustained by any subject(s)
•• The property damaged in the incident is… involved:
problem areas at a specific venue. Security operatives often

use incident reports to guard themselves against unneces-
Details of any injuries sustained by any other person(s)
sary litigation and justify their actions with the help of details
involved:
documented in these reports.
For an incident report to be effective, door supervisors
must incorporate appropriate and adequate details in regard
to use of force. Incident reports should be written with integ-
Did any injuries require treatment? If so, how was this done?
rity and with as many facts as possible. They should indicate
whom the report is meant for, who wrote it and what hap-
pened during the incident.
Security operatives must ensure that incident reports are
Time of arrival of ambulance if required:
brief and to the point. As stated earlier, they should include
facts, not opinions, and must be signed by the supervisor writ- Were the police called to attend? Yes No
ing them. It is best to avoid abbreviations in incident reports. If yes, what time did the police arrive?
While reporting the use of physical intervention, door su-
pervisors must Details of police officer(s) attending:
ABC of Details of any police action taken:

Incident
Report
A: Be accurate
Additional information/descriptions:
B: Be brief
C: Be clear
Name of door supervisor completing report:

Signed: Date: Time:
|
Key Terms
Conflict Resolution Model p. 143 Incident Report p. 145 Prone Restraint p. 142
Citizen’s Arrest p. 144 Non-Restrictive Intervention p. 140 Restrictive Intervention p. 140
Defensive Physical Skills p. 140 Physical Intervention p. 139 Secondary Controls p. 140
Duty of Care p. 143 POPS Model p. 142 SEW Model p. 141
Dynamic Risk Assessment p. 141 Positional Asphyxia p. 142 Tertiary Controls p. 141
Excited Delirium p. 142 Primary Controls p. 140 Use of Force Forms p. 146
Credits
http://www.simplifylaw.com/books/legalmethod/index191.html http://www.met.police.uk/foi/pdfs/disclosure_2010
http://www.bbk.ac.uk/so/policies/emerge/#1_1 http://www.cps.gov.uk/legal/s_to_u/self_defence/#Principle
http://www.hse.gov.uk/violence/hslcasestudies/sypte.htm http://www.devon.gov.uk/index/socialcare/policies
http://www.ethicsguidebook.ac.uk/How-is-harm-defined-67 http://www.get-licensed.co.uk/sia-training-blog
Multiple Choice
1. After an SIA physical intervention training, which of the 5. A visitor entering a mall is inappropriately dressed as per
following individuals would be considered effective door mall conduct rules. When the door supervisor tries to
supervisors? stop him, the visitor resorts to violence. The mall manager
a. Those who use intrusive physical techniques and skills advises the supervisor to choose a method that involves
to protect themselves from assault the least conflict to resolve the issue, as it is in its initial
b. Those who master intrusive holding and escorting stage. Which of the following dynamic risk assessment
techniques methods should he choose?
c. Those who use aggressive disengagement techniques a. SAFER c. SEW
to be used during encounters with drug abusers b. POPS d. TACT
d. Those who seek to minimise the risk of harm caused on 6. Which of the following positions should a door supervisor
account of physical intervention avoid while using physical intervention to prevent
2. Which of the following is a non-restrictive technique? positional asphyxia of the subject?
a. Non-verbal prompts a. Blocking the subject using blockades
b. Low-key holding b. Restraining the subject by holding his/her arms, when
standing
c. Escorting
c. Holding the subject face down
d. Temporary physical containment
d. Tying the subject’s hands above his/her head, when
3. Which of the following is a defensive physical skill? standing
a. Escorting holds
7. A tourist entering a public museum is heavily intoxicated.
b. Risk assessments When the security operative tries to stop him from
c. Disengagement techniques entering, he refuses to leave and creates a scene outside
d. Deflections and blocks the museum. Which of the following would be the MOST
4. Use of which of the following controls is MOST advisable appropriate response from the security operative?
to contain the impact of physical and psychological harm a. Observation and passive control
during a violent situation? b. Use of primary control skills
a. Defusing and calming strategies c. Staff training c. Use of defensive tactics
b. On-going risk assessments d. Exit strategy d. Use of secondary control skills

8. Which of the following actions is ill-advised during post- c. details of press coverage of the incident
incident management? d. details of damage to property, if any
a. offering assistance to the miscreant 10. Which of the following acts by a door supervisor can be
b. summoning emergency services challenged in a court under Article 3 of the Human Rights Act?
c. seeking professional help a. use of defensive tactical skills on someone peacefully
d. dispersing bystanding crowd immediately, refusing to leave premises
if any b. use of deadly force on peaceful protesters outside the
9. Which of the following is NOT a mandatory inclusion of premises
detail in an incident report? c. use of primary physical intervention to oust a couple
a. details on the injured holding hands on the premises
b. details of witnesses d. restricting one from entering the premises without a
valid reason
True/False
true false

1. Emergency procedures, exit strategies, and post-incident are tertiary controls.

2. It is most advisable to pressure the back of the subjects displaying symptoms of excited
delirium to restrict their movement.
3. SAFER and POPS approaches help security operatives in choosing the least disruptive
method of minimising risk.
4. Identifying the impact of a problem is the first step in the conflict resolution
model.
5. Defensive tactics come into play best when subjects resort to threatening and
swearing at door supervisors.
False 3.
True 2.
1. False 5. False
True 4.
True/False
a 3. b 4. d 5. a 6. c 7. b 8. d 9. c 10. a
1. d 2.
Multiple Choice
Answer Key
|
C h a p t e r 2 0
Must-Know Legislations
Security operatives Tran, Anderson, and Smith faced trial on charges the two can be illustrated with the help of two cases dis-
of assault, after Olivia and Mathew alleged that the security staff cussed below.
abused their position of power and applied unnecessary force to re-

Case I Edward Pitkin faced trial for assault and murder of
strain the couple at Purple Haze casino. The couple alleged that the Mark Woods but was absolved of the charges made against
security staff slapped Olivia and pushed Mathew, thereby causing se- him on grounds of reasonable force and self-defence. Drunk
vere nose and elbow injuries to both. After scanning the video footage and, therefore, unable to distinguish between his and Pit-
of the incident, the jury found all the three security operatives guilty kin’s home, Woods was forcefully seeking entry into the
latter’s house on the night of the incident. Pitkin mistook
of assault and illegal confinement.
Woods for a burglar and stabbed him with a kitchen knife,
killing him instantly. The court hearing the case ruled that
R
easonable force and self-defence are the two most plau- Pitkin was not guilty of murder as he neither acted unlaw-
sible defences available to security operatives using phys- fully nor breached the privilege of self-defence available to
ical intervention. On the contrary, if the aggrieved parties him as a citizen. The court further stated that the force be-
establish that they were under threat, or feared attack, or that ing used by Pitkin was in proportion to the purpose of pro-
they responded in an aggressive manner to protect them- tecting his house from being burgled, and since Woods was
selves against injury, the court is likely to take a lenient view under the influence of alcohol, he could not withstand the
of the excesses committed by them. The norm of reasonable ‘reasonable force’ used by Pitkin.
force is most frequently tested in cases linked to physical in-
tervention. Therefore, the concept of reasonable force is an in- Case II Salim and his accomplices robbed Hussain and his
tegral part of the professional training imparted to all security family at gunpoint. Hussain managed to set himself free and
operatives. Door supervisors are also equipped with passive chased one of the burglars, pinning him down in a neigh-
intervention skills to limit the degree of physical interven- bour’s garden. The burglar was beaten to death by Hussain
tion. Passive intervention mechanisms are best described as and his brother. On trial, Hussain was found guilty of mur-
mediations that expose neither party in the dispute to risk. It der and sentenced to jail for 30 months. His brother, also
is also significant to note that no practice of martial arts or any charged with murder, was sentenced to 39 months impris-
self-protection expertise outside the norms approved by the onment for killing the burglar. Adjudicating the case, the
Security Industry Authority (SIA) training module is available as judge ruled: “whatever the circumstances, citizens cannot
a defence to security operatives in the court of law. take the law into their own hands and carry out revenge on
a person who offends them.” The force used by Hussain and
What Is Reasonable Force? his brother was found to be in excess of what should have
There is a thin line of demarcation between what constitutes been used to avert burglary, or to prevent the burglar from
reasonable force and what doesn’t. The difference between escaping.
149
To withstand the test of reasonableness, the force used by
an individual must be in proportion to the outcome he or she Defensive Intervention Skills:
is seeking to cause. In other words, it is inappropriate to apply Open PALMS
force in excess of what is required to meet the requisite goal,
as was the case in Hussain’s trial. Position: Door supervisors or security operatives
Reasonable force is an appropriate (and not excessive) should position themselves in a way that leaves the exit
degree of force required to defend life and property or to route open and uninterrupted. If a security operative
avert harm caused by a violent attack. As stated earlier, the blocks the exit options of the subject, he or she is actu-
force applied by the door supervisors should be in proportion ally inducing the subject to fight.
to the outcome they are seeking. If the force is used with an Attitude: Security operatives should always display a
honest intention, the rule of self-defence protects them even positive and supportive attitude, and be able to control
if the situation is the result of a misunderstanding, as was es- their agitated mind and other negative responses in the
tablished in Pitkin’s trial. On the other hand, if the attack is mo- face of conflict. It is imperative that they convey their
tivated by retaliation, the rule of self-defence doesn’t apply, as willingness to help and find a solution to the problem
has been the case in Hussain’s trial. faced by the customer who approaches them.
Look and Listen: Door supervisors or security opera-
Defensive Physical Skills tives should convey understanding through gestures
Defensive physical skills are skills door supervisors use to such as nodding or repeating phrases. Active listening
avoid getting into trouble in the first place. skills are best conveyed through eye contact. How-
ever, staring at the customer or the offender should be
avoided as this conveys aggression.
Basic defensive skills involve the following:
Make Space: Door supervisors or security operatives
•• Identifying and pre-empting possible dangers
should maintain a comfortable distance from the sub-
•• Putting yourself in a position that enables you to ject. If a security operative is too close to the person, the
Avoid or manage trouble latter may feel intimidated and may not be able to com-
•• Giving an appropriate and safe response to the municate effectively.
situation
Stance: Door supervisors should stand up with relaxed
shoulders, avoid squaring up, and keep exit routes for
Security operatives making use of the basic defensive skills themselves and their subjects open. Door supervisors
do not consider force as the first course of action. Non-restric- should make use of hand gestures to manage space
tive interventions such as presence, directions, verbal and and movement of their subjects without touching or
nonverbal communication, prompting, guiding, and disen- physically moving them around.
gagement are their initial responses to conflict.
Must-Know Laws for Door Supervisors

Security operatives should be able to defend their actions at Health and Safety at Work etc Act 1974
all times. If door supervisors breach law during physical inter- According to the provisions listed under the Health and Safety
vention, they may end up facing disciplinary action, or even at Work etc Act, employers have a legal duty to ensure the well-
being sued in the court of law. Therefore, it is necessary that being, safety and welfare of their employees. The onus of ‘duty
door supervisors use force only when no other option is avail- of care’ lies with the employers as well as the security staff rep-
able to them. Also, the force used must be reasonable and in resenting them. Employers are also required to have a health
proportion to the result they seek to achieve. Door supervisors and safety policy in place to prevent or minimise the risks their
should never use a weapon and must document their actions staff and employees may be exposed to. Door supervisors must
(in detail) as soon as possible. In addition to this, they must be ensure that in the course of their work, they don’t endanger
familiar with certain provisions of law they may accidentally the health and safety of the customers or fellow staff members.
breach during the course of their work. Also, they must never put own lives at risk. Most significantly,
Many legal provisions relevant to security operatives have door supervisors should be familiar with the health and safety
been discussed in Chapters 1, 2, and 8. In this chapter, we will policies of the premises they are deployed at. Know-how about
discuss laws pertaining to security operatives using physical safety equipment such as fire extinguishers is an added ad-
intervention. vantage. It is imperative that door supervisors are familiar with
|
•• The Equality Act 2010 •• Firearms Act

•• The Health and Safety at Work etc •• Misuse of Drugs Act
Act 1974 •• Prevention of Crime Act
•• The Human Rights Act •• Criminal Justice Act
Rtimages/Shutterstock.com
•• The Data Protection Act •• Theft Act
•• The Employment Rights Act •• Fraud Act
•• RIDDOR •• Criminal Damage Act
CRIMINAL LAW PROVISIONS
Must-Know Laws for Security Operatives
•• Criminal Law Act
CIVIL LAW PROVISIONS •• Sexual Offences Act
•• The Private Security Industry Act 2001 •• Offences Against the Person Act
fire exits. They should cultivate safe work- Human Rights Act 1998
ing habits and abide by the safety rules
An unreasonable and excessive use of force may land door
specified in the policy document. Door
supervisors in trouble as it violates the human rights of the
supervisors must ensure that the cus-
subject. The Human Rights Act 1998 has been derived from
tomers make appropriate use of protective
the European Convention on Human Rights. Of the sixteen
equipment such as life jackets. Emergency
basic human rights listed in the Act, six are most relevant to
procedures take priority over other pro-
door supervisors in the context of use of physical intervention.
cesses. Therefore, door supervisors must
Among these are right to life, prohibition of torture, right to
be well-versed in emergency proce-
liberty and security, right to fair trial, no punishment without
dures and the tasks assigned to them
law and prohibition on discrimination.
in these procedures.
Safety Representatives and Article 2: Right to Life
Safety Committees Regulations
Citizens have an absolute right to have their lives protected
1977 read with The Health and
by law. However, if a police officer kills someone in an act of
Safety (Consultation with Em-
self-defence, the situation falls under the exceptions listed in
ployees) Regulations 1996 rein-
this Article.
forces the following:
Employers must inform, and consult Article 3: Prohibition of Torture
with, employees in good time on mat- Citizens have an absolute right not to be tortured or subjected
ters relating to their health and safety to treatment or punishment that is inhuman or degrading.
Employee representatives may make
representations to their employer on Article 5: Right to Liberty and Security
matters affecting the health and Citizens have the right not to be deprived of their liberty ex-
safety at work. cept in cases specified in the Article and where such an act is
justified by a clear legal procedure.
Among the exceptions listed in this Article are
Door supervisors making use of restrictive physical in-
the lawful detention of a person after a competent court
tervention skills should do so
has convicted him or her,
•• while ensuring they use minimal force,
the lawful arrest or detention of a person who has not com-
•• for the shortest period of time, plied with the order of the court,
•• with clear justification to use physical restraint, the lawful arrest or detention of a person to fulfil any obliga-
•• without exerting pressure on sensitive parts such as tion prescribed by the law,
joints or neck of the subject. the lawful arrest or detention of a person effected for the
purpose of bringing his or her before the competent legal
Chapter 20 Must-Know Legislations | 151

authority on reasonable suspicion of having committed an Replacement of ‘major injuries’ with a more concise and
offence, shorter list of ‘specified injuries’
the detention of a minor by lawful order for the purpose of Replacement of 47 types of industrial disease with 8 cat-
educational supervision, egories of reportable work-related illnesses
the detention of a minor for the purpose of bringing his or Replacement of 83 categories of ‘dangerous occurrences’
her before the competent legal authority, with 27 categories of ‘dangerous occurrences’
the lawful detention of persons of unsound mind, alcohol-
No significant changes were made to the reporting re-
ics or drug addicts or vagrants,
quirements for
the lawful arrest/detention of a person to prevent his/her
effecting an unauthorised entry into the country. fatal accidents,
accidents to non-workers (members of the public),
Article 6: Right to a Fair Trial accidents resulting in a worker being unable to perform his
or her normal range of duties for more than seven days.
All citizens have the right to a fair and public hearing within a
reasonable period of time. The law mandates that the trial is According to the revised regulations, tests conducted for
conducted by an independent and impartial tribunal. The pro- the purpose of diagnosis cannot be termed as treatment.
vision also permits exclusion of the public from the hearing Also, supervisors are not required to report cases where indi-
in the interest of national security or public order. Everyone viduals are taken to a hospital solely for preventive or precau-
charged with a criminal offence shall be presumed innocent tionary reasons.
until proven guilty.
The Human Rights Act 1998 grants following rights to a What Must Be Reported?
citizen facing criminal charges: Workplace Accidents Leading to Deaths
To be informed promptly and in detail about the nature and Injuries
and cause of the charges After the amendments made to RIDDOR in 2013, following
To have time and facilities for the preparation of his/her types of ‘specified’ injuries should be reported:
defence Fractures (other than to fingers, thumbs and toes)
To defend himself/herself in person or through legal assis- Amputations
tance of his/her own choice Injuries likely to cause permanent loss of or damage to vision
To examine (or have examined) witnesses against his or her Crush injuries damaging brain or internal organs
To have the free assistance of an interpreter if he/she can- Serious burns covering more than 10% of body, or damag-
not understand or speak the language used in court ing eyes, respiratory system or other vital organs
Injuries causing loss of consciousness caused by head in-
Article 14: Prohibition on Discrimination jury or asphyxia
The enjoyment of the rights and freedoms is secured without Injuries arising on account of enclosed work space that
discrimination on any ground such as sex, race, colour, lan- may require admission to hospital for more than 24 hours
guage, religion, political or other opinion, national or social An injury that leads to incapacitation of a worker for more
origin, association with a national minority, property or birth. than seven consecutive days
The Social Security (Claims and Payments) Regulations
RIDDOR 2013 The 1979 directs employers to maintain an accident
The Reporting of Injuries, Diseases and Dan- Reporting of book and record accidents that incapacitate
gerous Occurrences (RIDDOR) Regulations Injuries, Diseases and a worker for over three consecutive days.
places a statutory obligation on the em- Dangerous Occurrences Employers and self-employed profession-
ployers, self-employed professionals and Regulations makes it mandatory als are also required to report and record
those in control of the premises to report for employers, the self-employed dangerous occurrences such as near-
and record accidents injuries, near-miss and those in control of work miss incidents.
incidents and deaths. The RIDDOR regu- premises to report certain
lations were modified to simplify man- serious workplace accidents, Occupational Diseases
datory reporting of workplace injuries. occupational diseases and RIDDOR suggests that employers and
The highlights of 2013 modifications are as specified dangerous self-employed professionals report dis-
follows: occurrences. eases caused by or made worse by work.
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Occupational asthma, hand-arm vibration syndrome and health and safety at work. An employee cannot even be dis-
occupational cancer are some examples of occupational advantaged for being a representative of the workers on mat-
diseases. ters of health and safety at work, or for being a member of a
Regulation 8 of RIDDOR outlines the following reportable safety committee.
occupational diseases:
Carpal Tunnel Syndrome: Linked to prolonged and unin-
terrupted use of vibrating tools
Hand/ Forearm Cramps: Associated with perpetual, repeti-
tive movement of hands, fingers or arms
Occupational Dermatitis: Caused by uninterrupted expo-
sure to skin irritant
Vibration Syndrome: Linked to uninterrupted use of vibrat-
ing tools
Work-Related Asthma: Caused by prolonged exposure to
respiratory irritant/ sensitizer
Tendonitis: Linked to repetitive movement of forearms or
hands
Dangerous Occurrences
Door supervisors must be familiar with the policy and proce-
dures of the premises and they must record injuries and other
Good Practices Checklist
dangerous occurrences. Documenting and collating details
on dangerous occurrences help the industry regulator as well Door supervisors should adhere to the following good prac-
as individual industry players to create structures for prevent- tices after the incident requiring physical intervention occurs:
ing such accidents/incidents. For an incident to be termed Check the well-being of colleagues, customers and every-
as a dangerous occurrence it should have the potential to one impacted by the incident.
cause death or serious injury. Security operatives or supervi- Identify people and situations requiring assistance and the
sors should be able to use reasonable judgement to conclude type of assistance required.
that the risk posed by the situation is real and not notional. Ac- Extend support and assistance to those who need it. Give
cording to amended RIDDOR, dangerous occurrences can be proper explanation to those impacted. This may be the only
classified into 27 categories. Structural collapses, failure of lifts support they require to cope with the situation.
or the equipment used for lifting, near-miss incidents caused Provide first aid. You may have to find a first-aider from
by overhead power lines, accidental leakage of gas are some within the customers present at the venue.
examples of dangerous occurrences. Also, pressure systems, Call for emergency services, if required.
radiation generators, radiography, diving operations, collapsi- Make an exhaustive list of witnesses to the incident.
ble scaffolding and equipment lifting are some processes that Alert the police.
make the premises vulnerable to such near-miss incidents. Ask the witnesses to stay at the premises till the police
The provisions of RIDDOR suggest that only ‘responsible arrive.
persons’ should report occurrences, preferably in an online Brief the police about the incident and provide them the
form. Formats for reporting an injury, a dangerous occurrence, list of witnesses.
an injury offshore, a case of disease or a flammable gas inci- Check if any of your colleagues who have assisted you dur-
dent may be downloaded from http://www.hse.gov.uk/riddor ing the incident are stressed or severely impacted.
/report.htm. Offer assistance and seek professional help for the dis-
tressed colleagues, if required.
The Employment Rights Act 1996 Hold a de-briefing session with your colleagues.
According to Section 44 of the Employment Rights Act, an Identify what worked well for your team and what didn’t.
employer cannot put an employee to disadvantage on ac- Discuss how the systems and processes can be improved for
count of carrying out activities that reduce risks and promote better and quicker response to similar incidents in the future.

Key Terms
Dangerous Occurrence p. 153 Passive Intervention p. 149
Defensive Physical Skills p. 150 Reasonable Force p. 150
Credits
http://www.hse.gov.uk/riddor/dangerous-occurences.htm http://www.get-licensed.co.uk/news/details
http://www.hse.gov.uk/riddor/occupational-diseases.htm /reasonable-force
http://www.hse.gov.uk/riddor/ http://www.get-licensed.co.uk/sia-training-blog
/what-is-reasonable-force/
http://www.hse.gov.uk/violence/law.htm
http://www.e-lawresources.co.uk/Logdon-v-DPP.php
http://www.direct.gov.uk/prod_consum_dg/groups/dg
_digitalassets/@dg/documents/digitalasset/dg_070456.pdf http://www.get-licensed.co.uk/sia-training-blog
http://www.legislation.gov.uk/ukpga/1998/42/schedule/1
http://www.get-licensed.co.uk/news/details
http://www.hse.gov.uk/pubns/indg453-rev1.pdf
/reasonable-force
http://www.sia.homeoffice.gov.uk/Documents
http://www.get-licensed.co.uk/sia-training-blog
/impact-assessments/ds_training_ia.pdf
http://www.legislation.gov.uk/ukpga/1996/18/section/44
http://www.e-lawresources.co.uk/Logdon-v-DPP.php
http://www.legislation.gov.uk/ukpga/1996/18
http://www.get-licensed.co.uk/sia-training-blog
/section/44
Multiple Choice
1. Which of the following is an example of defensive physical 4. Eric, a 32-year-old man, was resting in his house during
skills? a weekend. There was an attempt to rob his house as
a. A door supervisor attacks and uses force after a a robber broke in and held him at gunpoint. However,
drunken customer causes chaos. Eric managed to get out of the grasp of the robber and
b. A door supervisor fails to identify the possible dangers punched him, causing the robber to black out. Which of
that a customer is causing. the following terms describes Eric’s reaction to the robber?
c. A door supervisor maintains a comfortable distance a. defensive physical skills
from the subject. b. dangerous occurrence
d. A door supervisor identifies the trouble and in turn c. reasonable force
avoids it. d. passive intervention
2. Which of the following is a characteristic of restrictive 5. Which of the following statements does NOT refer to a
physical intervention to be used by door supervisors? defensive intervention skill?
a. Should be used for a long period of time a. Door supervisors should always position themselves
b. Should be used at the maximum level between the subject and the exit route.
c. Should be used to exert physical pressure on the b. Door supervisors should always have a positive attitude
subject and be supportive of the subject and the situation.
d. Should be used with clear justification c. Door supervisors should nod and repeat phrases
to show that they are listening to the subject and
3. Which of the following is a mechanism that is best
understand their point of view.
described as mediations that expose neither party in the
dispute to risk? d. Door supervisors should have a relaxed attitude
and give space to the subject to make them feel
a. reasonable force c. dangerous occurrences
comfortable.
b. passive intervention d. defensive physical skills
|
6. An incident that has the potential to cause death or c. excessive degree of forces
serious injury to security operatives or supervisors is d. unreasonable use of force
termed as _______.
9. Which of the following refers to uninterrupted exposure to
a. self-defense c. physical intervention skin irritant?
b. dangerous occurrence d. defensive skill a. Work-related asthma
7. Which of the following is an exception under the Human b. Carpal tunnel syndrome
Rights Act 1998 Article 2: Right to Life? c. Vibration syndrome
a. A police officer arresting a person who refuses to d. Occupational dermatitis
comply with the law of the court
10. Which of the following is a feature of the Human
b. A citizen having the right to not be tortured inhumanly
Rights Act 1998 Article 14: Prohibition on
c. A police officer shooting a convict in an act of Discrimination?
self-defense
a. A person’s freedom should be secure irrespective of his
d. A citizen being properly informed about the criminal or her social origin.
charges filed against him
b. A person can be arrested lawfully if he or she enters a
8. Pressure systems, radiation generators, radiography, diving country without authority.
operations, collapsible scaffolding, and equipment lifting c. A citizen cannot be treated to a degrading punishment
are examples of ________. no matter what the situation.
a. passive intervention d. A citizen has the right to a fair and public hearing
b. dangerous occurrences within a certain period of time.
True/False

true false
1. All citizens have the right to a fair and public hearing within a reasonable period of
time according to Article 6 of the Human Rights Act 1998.
2. The door supervisor cannot ask/request the witnesses of a crime to stay at the premises
under any circumstances.
3. The Employment Rights Act suggests that an employer cannot put an employee to
disadvantage on account of carrying out activities that reduce risks and promote health
and safety at work.
4. Reporting of Injuries, Diseases and Dangerous Occurrences requires
workplace accidents which lead to injuries and death to be reported to them.
5. It is the Employment Rights Act 1996 that directs the employers to maintain an accident
book and record accidents that incapacitate a worker for over-three consecutive days.
False 3.
True 2.
1. True 5. False
True 4.
True/False
c 5. a 6. b 7. c 8. b 9. d 10. a
d 3. b 4.
1. d 2.
Multiple Choice
Answer Key

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DOOR

© 2014, Get Licensed

Printed in the United Kingdom

and Customer Care 37

 Chapter 1 Private Security Industry: The Legal Aspect | 3

Door Supervision: pre-empt

Security Officers (guarding):

Prejudice is an irrational attitude of hostility directed against Security Officers

Stereotyping is when a simplified and standardized con-

Indirect discrimination: applying a condition, practice or

Vicarious liability is the other legal doctrine that security

 Chapter 1 Private Security Industry: The Legal Aspect | 5

 Chapter 1 Private Security Industry: The Legal Aspect | 7

Health and Safety at Workplace

 Chapter 2 Health and Safety for Private Security Operatives | 9

Change indicator for

Improvement Deferred Prohibition Immediate Prohibition Total

Enforcement Notices Issued by HSE and Local Authorities

Fatal Injuries to Workers

Year Employees Self-employed Workers

Number and Rate of Fatal Injuries to Workers

 Chapter 2 Health and Safety for Private Security Operatives | 11

Hierarchy of Control area of impact and installation of ventilation systems improves

Safety Signs Security Operatives Must Know

 Chapter 2 Health and Safety for Private Security Operatives | 13

Reporting of Injuries, Diseases and Dangerous

 Chapter 2 Health and Safety for Private Security Operatives | 15

Fire Safety Awareness

Security operatives must know how to extinguish fire. It is

Classification of Fire on the basis of action required to counter it

 Chapter 3 Fire Safety Awareness | 19

Know Your Fire Extinguisher

Fire hose reels: Long lengths of rubber hose connected

Fire Doors and Exits

 Chapter 3 Fire Safety Awareness | 21

At the fire assembly points, the security officer should tally

Evacuation: To Do List for Security Operatives

 Chapter 3 Fire Safety Awareness | 23

1. Fuel and carbon dioxide combine to cause an exothermic reaction.

Fire Emergency Procedures3

5. Once you have evacuated from the building and are in

Personal Injury Emergency Procedures

2. If you discover a fire, shout to notify those in the

 Chapter 4 Emergency Procedures | 27

Signs and Behaviours •• Someone buying or

Laila Kazakevica /Shutterstock.com

First Aid Contact

 Chapter 4 Emergency Procedures | 29

The Private Security

SIA Licensing: Number Speak

Three-Pronged Approach to Private Security

 Chapter 5 The Private Security Industry: An Overview | 33

 Chapter 5 The Private Security Industry: An Overview | 35

1. British Standards Institution, a non-profit organisation, is one of the world’s largest

Communication Skills and

Broadly speaking, there are three types of communication:

Effective Communication at Workplace

Effective communication helps one to:

Different Types of Customers

 Chapter 6 Communication Skills and Customer Care | 39

1. Encoding is the process of transforming a person’s thoughts into a message.

 Chapter 6 Communication Skills and Customer Care | 41

Jonathan Wellard, an unlicensed door supervisor in Northern ­Ireland,

Chapter 1 Private Security Industry: The Legal Aspect | 3

Chapter 1 Private Security Industry: The Legal Aspect | 5

Chapter 1 Private Security Industry: The Legal Aspect | 7

Chapter 2 Health and Safety for Private Security Operatives | 9

Chapter 2 Health and Safety for Private Security Operatives | 11

Chapter 2 Health and Safety for Private Security Operatives | 13

Chapter 2 Health and Safety for Private Security Operatives | 15

Chapter 3 Fire Safety Awareness | 19

Chapter 3 Fire Safety Awareness | 21

Chapter 3 Fire Safety Awareness | 23

Chapter 4 Emergency Procedures | 27

Chapter 4 Emergency Procedures | 29

Chapter 5 The Private Security Industry: An Overview | 33

Chapter 5 The Private Security Industry: An Overview | 35

Chapter 6 Communication Skills and Customer Care | 39

Chapter 6 Communication Skills and Customer Care | 41

Jonathan Wellard, an unlicensed door supervisor in Northern Ireland,

Chapter 7 Behavioural Standards | 45

Chapter 7 Behavioural Standards | 47

Chapter 8 Civil and Criminal Law | 51

Chapter 8 Civil and Criminal Law | 53

Chapter 8 Civil and Criminal Law | 55

Chapter 10 Arrest | 65

Chapter 10 Arrest | 67

Chapter 10 Arrest | 69

Chapter 11 Drugs Awareness | 73

Chapter 11 Drugs Awareness | 75

Chapter 11 Drugs Awareness | 77

Chapter 12 Recording Incidents and Crime Scene Preservation | 79

Chapter 12 Recording Incidents and Crime Scene Preservation | 81

Chapter 12 Recording Incidents and Crime Scene Preservation | 83

Chapter 13 Licensing Law | 85

Chapter 13 Licensing Law | 87

Chapter 13 Licensing Law | 89