Proper Radio and Verbal Communication in a Crisis

During a crisis, clear and effective communication helps coordinate responses, relay important information, and prevent panic. Security guards must know how to use their radios and speak clearly to ensure safety. Poor communication can cause confusion and delays in getting help.

Using Your Radio in a Crisis

1. Keep Messages Short and Clear

• Speak slowly and clearly so others understand.
• Use brief, direct messages with only the necessary details.
• Example: Instead of saying, “Hey, there’s something going on, and I think I heard something strange near the back exit. You might want to check it out,” say, “Possible threat at the back exit. Investigating. Stand by.”

2. Use the Right Order of Information

• Who you are – Identify yourself.
• What is happening – Be specific about the situation.
• Where you are – Give an exact location.
• What is needed – Say what help or action is required.
• Example: “Security Team 2, shots fired near Lobby A. Evacuating civilians. Need immediate police response.”

3. Stay Calm and Avoid Panic

• Do not yell or speak too fast—this makes it harder to understand.
• Avoid emotional or unnecessary words. Stick to the facts.
• Use a firm and controlled tone to maintain order.

4. Confirm Messages Are Understood

• If given an instruction, repeat it back to confirm.
• Example: “Copy that. Securing exits now.”
• If you do not understand a message, ask for clarification.

5. Use Code Words if Required

• Some companies use radio codes to avoid alarming the public.
• Example: Instead of saying “active shooter,” you might say “Code Red” if your team is trained to understand that term.
• Always follow your company’s communication protocols.

Verbal Communication with the Public

1. Give Simple and Direct Instructions

• In a crisis, people may be confused or panicked.
• Use short, clear commands to guide them.
• Example: Instead of “Everyone needs to leave now because something dangerous is happening,” say “Exit now. Stay low. Follow me.”

2. Control Your Tone and Body Language

• Speak firmly but calmly—if you panic, others will too.
• Make eye contact when giving instructions.
• Use hand signals if people cannot hear you over noise.

3. Avoid Spreading Misinformation

• Do not speculate about what is happening.
• If you do not know something, do not guess—only relay confirmed information.

What Not to Do

• Do not talk over others on the radio—wait for a clear moment to speak.
• Do not use slang, jokes, or unnecessary words in an emergency.
• Do not ignore a message—always acknowledge receipt of instructions.

Good communication saves lives. In a crisis, security guards must stay calm, speak clearly, and give direct information to help law enforcement, fellow guards, and the public respond effectively. Practice using your radio and crisis communication skills regularly to be prepared for real emergencies.