II.A – Public Relations Community – Customer

California Security Officers with Registrations (guard cards) must receive 40 hours of training as follows:

• 8 hours “Powers to Arrest” prior to an Officer standing post.
• 16 hours of training within 30 days of issuance of registration, 8 of which must consist of two four-hour courses from the mandatory modules and 8 of which must consist of elective course.
• 16 hours of training within 6 months of issuance of registration, 8 of which must consist of the remaining two four- hour courses from the mandatory modules, and 8 of which must consist of elective course.

This course module, titled “Public Relations (Community & Customer),” complies with requirements of AB 2880 and Bureau of Security & Investigative Services (BSIS) training directives as in compliance with Business and Professions Code Sections 7583.6 and 7583.7 and Title 16, Division 7, Article 9, Section 643 of the California Code of Regulations.

This course corresponds to module II.A of the BSIS Course Outline. This is a mandatory course under the Course Outline and satisfies the requirement for 4 hours of training under the mandatory section of the Security Officer Training Laws and Regulations.

II.A Public Relations (Community and Customer) – 4 hours

Course Outline & Syllabus Learning Goals

• The officer will be provided with an understanding of the proper attitude, appearance and conduct for a security professional.
• The officer will be provided with an understanding of a Code of Ethics for private security
• The officer will be provided with an understanding of excellent customer relations and how that affects their performance and that of their
• The officer will learn that demeanor, appearance and attitude will impact
• The officer will be given knowledge of conditions that indicate an individual may be suffering for mental
• The officer will be provided with an understanding of what constitutes a
• The officer will be provided with an understanding of the security control measures for crisis
• The officer will be provided with an understanding of the effects of substance abuse in the
• The officer will be provided with an understanding of the physical and mental changes that may indicate a substance abuse
• The officer will be provided with an understanding of the definition of substance
• The officer will be provided with knowledge of the liabilities that can result from sexual
• The officer will be provided with knowledge of federal and state laws and company policies that pertain to sexual harassment.
• The officer will be provided with an understanding of what constitutes
• The officer will be provided with an understanding of the causes and effects of
• The officer will be provided with an understanding of prejudice and

Outline

Introduction to Security and Public Relations

1. What is Private Security?
2. Public Relations
   1. Defined
   2. Background
   3. Image
   4. Conduct
   5. Attitude
   6. Appearance
   7. Importance of Good Public Relations
   8. Changing the Perceptions

Ethics

1. Ethics Defined
2. Violations
3. Reporting Violations
4. Code of Ethics
5. Case Studies

Professionalism

1. Role of a Security Officer
   1. Observe and report
   2. Reduce improper behavior
   3. Create peace of mind
   4. Compliment and support client’s security program
2. Client relations
   1. Building positive relations with clients
   2. Understanding the difference between client’s perception and reality
3. Appearance
4. Attitude
5. Conduct and Behavior
6. Non-security Duties

Verbal Skills/Crisis Intervention

1. Elements of Communication
2. Non-verbal Communication
3. Personality Factors and Communication
4. Leadership style
5. Active listening
6. Handling Disruptive Persons
   1. Employees being discharged
   2. Disgruntled former employees
   3. Persons under the influence
      1. Employees
      2. Contractors
      3. Visitors
   4. Mental Illness

Sexual Harassment

1. Sexual Harassment Defined
2. EEOC
3. Role of Security Office in Investigating a Report
4. Responsibility

Cultural Diversity – Gender/Racial Harassment – Discrimination

1. Discrimination Defined
2. Prejudice
3. Stereotyping
4. Respect

Substance Abuse

1. Personality factors
2. Symptoms/Effects on the Workplace of:
   1. Alcohol
   2. Opiates
   3. Barbiturates
   4. Marijuana
   5. Cocaine
   6. Amphetamines
   7. Hallucinogens
   8. PCP
3. Indicators of Drug Abuse
4. Role of Security Officer in Detecting/Reporting Substance Abuse