Download Chapter 2 Modern Private Security

Chapter 12
Obtaining and Providing
Information
The Communication Process
 The communication process involves a:
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Sender.
Message.
Channel.
Receiver.
 It may also include feedback.
Successful Communication
 Successful communication occurs only if:
 The sender can correctly code the message.
 The channel is free of distortion.
 The receiver can correctly decode the
message.
Listening
 People can speak about 150 words per
minute.
 People can listen to more than 450 words
per minute.
Nonverbal Communication
 Nonverbal communication includes:
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Eye movements.
Facial expressions.
Posture.
Gestures.
Clothing.
Tone of voice.
Proximity.
Touch.
Written Nonverbal Communication
 Written nonverbal communication
includes:
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Neatness.
Paper quality.
Copy quality.
Binding.
Lines of Communication
 Communication lines may be:
 Downward.
 Upward (vertical).
 Lateral (horizontal).
 They may also be:
 Internal.
 External.
Taking Notes
 Record all relevant information legibly, in
ink, in a notebook.
 Effective notes are:
 Accurate.
 Brief.
 Clear/complete.
Security Officer Reports
 Administrative reports: Deals with routine
functioning of security department.
 Operational reports: Deals with the actions
taken by security officers.
Importance of Reports
 A report is a permanent written record that
communicates important facts to be used
in the future.
Characteristics of Well-Written
Reports
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Factual--It contains no opinions.
Accurate--It is specific.
Objective--Impartial.
Complete.
Concise.
Clear.
Mechanically correct.
In standard English.
Legible.
On time.
Summary Questions
 What does the communication process
involve?
 What is the average speaking speed?
Listening or “word processing” speed?
 What is nonverbal communication?
Written nonverbal communication?
 What are the lines of communication?
Summary Questions
 How should notes be taken?
 What are the characteristics of effective
notes?
 What are the 2 basic types of reports
written by security officers?
 Why are reports so important?
 What are the characteristics of a wellwritten report?