Category Archives: ATHENA Worldwide Categories

Protection Providers & Social Media Policies – The emerging necessity

Since social media has become so much a part of everyone’s daily activities and many use it as a way to promote their services, speak their mind and/or interact with others, companies who either have or utilize a social media presence need to also protect their brand and reputation from the online “acts” of their own staff/personnel. An all too commonplace example: John X works for security company Y and during his social media networking, he posts about his clients, where was he flying to, he speaks about how he is being paid, how much he makes, becomes rude with another colleague with whom he disagrees, he bullies him, etc…

Now, someone may think, and an alarming number of people do, since John X is not networking from the company’s Y social media account but from his own, there is nothing wrong and no harm done. WRONG. Anyone who works for you and has his work title/position linked to your company, represent your brand and is responsible for your reputation and can also be a liability for you and considered as the weak link of your company or someone who’s online activities are such that your competitors can use it against you. A bad security operative working for you shows the public how low your standards may or may not be and degrade the standards you appear to have when hiring people and how, apparently, you do not care about ethical considerations and personality traits.

It can also be used against your company in the market by your competitors claiming ‘’We have the best operatives available’’, or ‘’Our people are the utmost professionals’’, etc. How many of you have seen someone’s online behaviour and thought, ‘’Wow I can’t understand how that company hired someone like him/her…’’ So we can see that a social media policy not only will protect your company’s reputation but it can also reflect the maturity and professionalism of your employees.

Another reason for having a social media policy is the fact that, when you have a proper one in place, you most likely won’t be dealing with as many social media crisis situations. Keep in mind that in today’s digital age the quick spread on social media posts can make crises go viral quickly and ruin your reputation leaving a negative electronic footprint for you and your company.

Now that we’ve addressed why it is needed, let’s see what a social media policy is.  Simply put, it is a set of rules/documents that outlines how a company and its employees should carry themselves in online activities. Your employees will be advised of what they should or should not do in social media platforms, protect your company’s trade secrets, improve revenue due to increased and positive productivity, and also be aware and stay away from violating federal law.

Is there a ‘’One size fits all’’ social media policy for every industry? No, depending on the industry you are operating within and what your activities are, as well as what you would like to achieve and what your values are, each company must develop its own social media policy and social media crisis management plan.

The most basic concepts we could say that any social media policy for security companies should include are:

  1. A list with what not to speak about in public: topics/information that no one should mention in social media. Basically, do’s and don’ts.
  2. Approval or disapproval for employees to post pictures or drop clients’ names (Although at Athena Worldwide it is our policy that no one use or mention clients’ names or post pictures, many other companies are ok with it. So again, it comes down to what are your company’s values and goals).
  3. Who will be the company spokespeople and who will be the people in charge of your social media accounts?
  4. Who will be the person in charge of writing or approving information and educational posts for your blog and social media accounts?
  5. Who will be responsible to deal with and address complaints? Most of the time, it is up to the company’s management to deal with complaints which can be a poor choice as dealing with complaints comes down to managing a crisis and how to de-escalate the situation. You have to be trained to do so and not get emotionally involved.
  6. How will your company address training, promotional video, or website copyright infringements by other companies?
  7. What will be your direction on how to respond in online conflict situations? For example, how will you respond if someone attacks your company tactics, your employees, etc?
  8. Who will be assigned as your social media crisis management person and what will be your crisis management plan?
  9. Outline the basic steps that your employees can take to protect their own privacy online. Does your company provide basic cybersecurity awareness and insider threat awareness training?
  10. Will your company be offering online etiquette training to your employees?
  11. Will your company be enforcing consequences? Any social media policy, without consequences for people who break it, is invalid. Your company must decide how it will handle violations, list the potential consequences, and make sure enforcement is understood by your employees.

Always have in mind: as a security company or practitioner, you are working with a very specific clientele and you are in charge of their safety, their peace of mind, and their confidentiality. How you represent yourself in social media, how you react in ‘’challenging’’ posts and critiques, or what content you see valuable and professional enough to share in public, shapes your virtual persona identity/footprint and your image as a security professional. It takes years to build a good image and reputation… and only a few words online to destroy it.

Interested to find out more how to build your company’s Social Media Policy and Social Media Crisis Management Plan? Contact us. 

Denida Zinxhiria Grow

Founder & CEO

Athena Worldwide

Athena Academy

Nannyguards

http://www.athenaworldwide.com

http://www.nannyguards.com

How do you properly handle your client’s budget?

 One of the most serious of all professional deadly sins in our industry is the overcharging of the client or spending his/her money unreasonably and/or unwisely. We have seen too many companies presenting the “threat” to be much bigger than it truly is so they can cause more fear and create a dependency from the client and assign more bodies on the ground. The more bodies you have on the ground, the more money you can charge. The problem with this is not only the unethical portion but also, at some point, the client or someone from his company who is in charge of the security budget will sit down, evaluate and decide you are ”too much”, cutting down on the number of agents, simply decide to go with another security provider or, worst-case scenario, accuse you of fraud and unnecessary overbilling and take legal action against you.

   What most people don’t know is that someone who is going to reach out to you for his/her protection, either needs it or thinks he/she needs it. They want to hire a company and be done with it. Replacing you or searching for another provider is something they want to avoid, if at all possible. Those clients are looking for stability so if they seek to replace you, chances are your services are lacking something important or there is something wrong with the numbers you are charging.  How many of you have started with a team that the number of agents has been reduced to even half after a couple of months? Overcharging can be quite damaging to your contract as it will clearly show you are taking advantage of said client.

    Another issue that can make clients go searching elsewhere for services is how you manage their budget. We all know those operatives who will order the most expensive dish on the menu ”just because the client is paying”, or those operatives who will charge for services outside of the clients’ responsibility for their expenses while on duty. Yes, there has been that CPO who charged the client for that expensive spa treatment, or the massage, or the most expensive wine bottle for room service, or that one who demanded first-class airline tickets…and the list with the real-life cases goes on. 

    Just because a client is taking care of your expenses during your rotation/duty hours, it doesn’t mean in any way that you should take advantage of or abuse his/her budget or money. And often as not, this expensive lifestyle you are witnessing is THEIRS, not yours. Remember your place and who you are to the client and to the detail. If the client offers something, be grateful but always keep in mind, that was a one-time thing, not a proposition to continue with some type of spending spree on the detail’s part. 

     These types of protection professionals and their corresponding behavior show the level of how unprofessional they are and how much they disrespect the fact that someone else is kind enough to provide for all their costs while they are in the client’s employ. A CPO who knows how to properly manage his/her client’s money will always go much further and always be considered and thought of as a real professional.

Denida Zinxhiria Grow

Founder & CEO

Athena Worldwide

Athena Academy

Nannyguards

http://www.athenaworldwide.com

http://www.nannyguards.com

The importance of Emotional Control in the Workplace for Executive Protection Operatives

Usually I write articles based on my experience as a security professional but this one will be addressed from another perspective. That of the person who has a degree in Psychology and has also spent many hours studying behaviours. I would like to combine my two educational backgrounds and discuss how specific behaviours can negatively affect the security industry.

If you are a service provider, you must always have in mind that people you employ and place with clients are the people who represent your brand. Their mistakes will harm you more that it will harm them. Most companies are losing contracts due to toxic or unprofessional behaviour of their operatives. No matter how good a CV looks on paper, attitude and behaviour at work are crucial when you place someone to protect another human being who has his/her own personality traits. Placing the right candidate with any specific client goes much beyond hiring a good HR manager, especially when your company is handling contracts of thousands of dollars and clientele of specific social, financial and celebrity status.

We all are aware of the ongoing news reports and social media posts regarding the complaints of some colleagues about their former clients, claiming how their clients were ‘’rude’’, ‘’cold’’ and ‘’non friendly’’. Now, these people worked for well known companies, so someone obviously thought they would be ok to be hired and placed with specific clients.  The fact that they can so easily speak on public forums makes you wonder if NDAs were signed at all before hiring. Again, just one interview and a CV are not enough when you hire someone, especially in this line of work.

While the majority of the industry will say that speaking publicly about your client is unacceptable and unprofessional behaviour and that it also breaks the code of the confidentiality, there seems to be an alarming trend regarding security providers reporting their former clients or talking about them in public.

Now there are many reasons why someone may choose to do so. One, it can be to sell his/her story. Many news media outlets and reporting outlets are paying a lot of money for stories like this. Two, that person found his/her inner writer and are writing a book about that client, again bedtime gossip sells. Three, by going public, they believe they can gain publicity and attention for future employment. Although many serious and high class companies will never hire someone like this, there will always be that one company who will see nothing wrong with it and place this person with another client. Unfortunately, ethics and professionalism in the security industry don’t mean the same for all of us. While at least some positions have the minimum requirements, apparently for others, there don’t seem to be any ethical requirement standards at all…

While specific company or personal ethics seem to vary quite a bit, and discussing the three mentioned reasons above appears to have no worth, there is another valuable and important trait that we can identify with and improve significantly. This is the inability, of some people, to control their emotions in the workplace. These people have a very specific view of how people should treat them, and anything different makes them unable to process their feelings and they cannot control them. They feel hurt, insulted, or perhaps someone was unfair to them and they want to talk about it publicly to gain attention and receive a pat on the back.

As we mentioned earlier, since all of us have different definitions when it comes to ethics and professionalism in security industry, many will see no problem. No issues in posting pictures with their clients (jeopardizing their safety), talking about their private moments, what they saw or heard while working for them or basically breaking every rule of the client’s confidentiality. If the client doesn’t trust you, you will be gone and with you a contract for the company you were working for.

Now let’s focus on our topic: Emotional Control in the Workplace. According to Gross’ definition, (1999), ‘’Emotional control can be thought of as a facet of emotion regulation, but refers primarily to attempts by an individual to manage the generation, experience, or expression of emotion, and/or one’s emotional responses’’. In other words, emotional control is each individual’s ability to manage emotions that may be disturbing, disagreeable, hurtful, insulting, and being able to remain calm and effective at his/her  performance. As human beings, we are emotional and we cannot suppress our emotions, but we can learn how and when to manage them. It is ok to be hurt or bothered by specific words or behaviours at work, but how you control your emotional response to a specific trigger is very important for your efficiency and professionalism at work. How many of us, in the course of our day, have been told or asked to do something and we thought…

‘How can he/she talk to me like that?’

‘Who he/she thinks he/she is?’

‘That is not why I was hired!’

And I am sure many of us have been angry, sad, insulted etc.

Someone may ask why it is important to manage our emotions at work. Before answering that, we first must explain how emotions work. Humans are emotional creatures, and our brain was designed for survival and perpetuation of our species. The Amygdala is the portion of the brain that is responsible for our emotions and basically works as our brain’s radar for threat. Now threat can have different meanings, not only physical threat but it can also be when we hear something we don’t like or we don’t agree with, or something that may challenge what we knew and believed up until that moment. When the amygdala detects a ‘’threat’’ we have the so called ‘amygdala hijack’ or ‘emotional hijack’. During this state, we cannot innovate, we cannot learn anything new or process new information, and we rely on old behaviours or patterns. During this hijack, we cannot focus on our professional tasks or duties because our brain will primarily think about what is bothering us at that moment. Also our memory is highly affected, and we will recall only that which is most related to the incident/threat and not other things that may be important for our work. Now, as security professionals, being tasked with someone else’s security, can you see how being able to manage your emotions at work can affect your performance and why it is important? I’m sure you can see it. And keep in mind that many studies performed around the world have proven that being able to manage your emotions competently brings substantially better business outcomes.

As a security professional, you will spend most of your time being the shadow of a person who is paying you. That person has his/her own life beliefs, ethics, attitude, emotions, life worries, etc. How that person addresses you is his/her choice, right or wrong. However, how you react to it and manage the feelings associated with their behaviour is your responsibility. Have in mind that while your job is to protect them, they are not your ‘buddy’. They have their own job/responsibilities of keeping sales and numbers up, creating new products, making sure pay checks to employees are paid at the end of the month, and other important obligations. They have so many issues to deal with and you are not one…You are to be a help, not a hindrance. Professional protection, not a ‘Buddyguard’!

Once, one of our clients used obscenities while speaking to one of our colleagues. While the colleague was literally in tears (Imagine a security professional being in tears in front of the person he is protecting) and decided to quit that day, he failed on several fronts. One, to think that the client may have had a bad day, (Which later on, we found out he had just received the news his ex wife had filed for a divorce) and Two, the client is NOT our friend, and his/her reaction to anything may be, and most likely is, the result of something unrelated to us and not to be misconstrued as such. In this case, the client later apologized, which is rare, but some will not.

No matter what type of client you happen to be providing services for, always keep in mind, the client doesn’t have to be friendly to you, or care how your morning or night has been, doesn’t have to say hello or good morning or even converse with you at all! At the end of the day, it is not personal and it cannot be taken as such. This may very well be how they see social interaction. While it may seem rude for someone not to say hello, for them it may be natural. For them, you are just another employee. Also, have in mind that you will be in contact with many people in their lives of varying backgrounds and levels of power. The client’s wife, PA, butler, nanny or general public all may say something, at some point in time that will upset you. Also, never forget that emotions are highly transferable and someone may have had a fight at home with his/her children or significant other and carried all those emotions to work.

An emotional outburst at work can take your focus from performing your duties best and show you are incapable of controlling your own feelings. Being insulted or feeling you are not treated fairly will probably make you feel angry and anger will increase your heart rate. According to a study done by Prof Cynthia Fisher from Bond University, School of Business in 1997, the most common negative emotions experienced at work are frustration, worry, anger, dislike and unhappiness.

Should we repress or suppress our emotions? No. Can you manage them? Yes, we all are able to minimize those emotional hijacks. Most of us are highly aware of what can trigger our emotions. We know what topics, or events can affect us emotionally. So paying attention and being able to recognize when those signs of destructive emotions are starting to build, we have more chances to stop an emotional hijack. Here are some techniques:

  • Know your triggers. This can help you to recognize what upsets you.
  • Be respectful. If a person is rude, there is no need to react to it with rudeness and feed it. You can remain firm and professional without being aggressive. Most of the time, those people will calm down once they realize that they are the only one in the room shouting or being rude.
  • Use exercise to blast your anger. Hit that treadmill, set some PR’s, roll on the mats… exercise will help to release any physical tension in your body.
  • Never bring your negative emotions from home to work and vice versa. What happens at home stays at home and what happens at work stays at work.
  • Clarify the situation. Many times it was just a miscommunication or misunderstanding.
  • Use the 10-seconds rule. If you feel your temper rising, count to 10 to recompose yourself. If needed and if possible, get some distance and excuse yourself from the situation, reassuring them you will get to this matter as soon as possible.
  • If for some reason you had an emotional outburst, apologize to anyone involved with it and take responsibility by recognizing you reacted badly.
  • Speak about the incident to your supervisor. If there are behaviours, language or incidents that are irritating you and you are not able to see past them, then you should seek another position with another client. Either way, inform your company regarding any incident. Most of the times companies are not aware of a situation until it becomes unfixable.
  • If you are a service provider, make sure you do an internal audit regularly regarding operational effectiveness of your operatives. Ask them, listen to them and also be ready to place them somewhere else if they seem burned out by a specific client/detail.

At the end of the day, keep these in mind, 1) the client is not your buddy, 2) it is not personal, 3) clients need to see that the person assigned to their protection not only is physically trained for the hard task but also he/she is emotionally stable, calm when all else is chaotic and can show restriction and strength when necessary.

If you are interested to learn more about Emotional Control in the Workplace contact us today at info@athenaworldwide.com

Denida Zinxhiria Grow

Founder & CEO

Athena Worldwide

Athena Academy

Nannyguards

http://www.athenaworldwide.com

http://www.nannyguards.com

At Athena Worldwide we are industry leaders for promoting, training and staffing female bodyguards internationally. With our affiliate offices, we can provide world-wide close protection and executive protection services for entertainment professionals, politicians, CEOs, Royal Families, journalists, clergy and corporate personnel.

Want to find out more about female bodyguards? visit www.athenaworldwide.com

Who is guarding Prince Harry and Meghan Markle’s baby?

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Lately, many news agencies have tried to write about the protection detail of Prince Harry and Meghan Markle’s baby, based on ”insiders” and revealing name of companies and protectors assigned for little Archie’s security. Now, before you believe any story, have in mind that most of the time those ”insiders” are the company owners who want to draw attention to their companies. It doesn’t mean that those insiders are saying the truth and should be believed.
 
Prince Harry comes from the most powerful Royal Family in the world, their family members are trained and educated on how to select people that will work for them. They give a huge emphasis on confidentiality, work ethics, and discretion. So you will never know the names of the people who work to protect them, not even the companies.
Ask yourself if the public is aware of the names of the people who protect Bill Gates, Jeff Bezo’s, or other Royal Families. They don’t. Because it is very important for those Close Protection Operatives/ Bodyguards to be unidentified. You will never see them posting pictures with their clients or name their clients on social media or interviews. Only an or amateur or an unprofessional protector would do so.
 
Close Protection Operatives/Bodyguards have been hired in the past to protect children of HNW families, celebrities, Royal families, etc. It is not a new ”trend”, so let’s see what it means to offer close protection services to minors.
 
Some may think it is the ‘’easy job’’ but when you get hired to protect a client’s most valuable asset, his child,  you will find out that providing security details for minors is actually harder and more challenging than protecting adults. Consider as well, the immense amount of trust a client has to put in your ability before they offer you the opportunity and then not be overconfident in your performance. Kids are the fastest way to end a career, don’t underestimate the challenge they present or the rewards that service to them offers.
 
Today more and more celebrities, dignitaries, politicians and the corporate elite are hiring female bodyguards that are assigned specifically to protect their children.
 
The traditional huge thick-necked bodyguard accompanying a child to the zoo is giving way to the ‘’child-friendly image’’ of a well-dressed athlete with an I.Q. of 130+, caring for that child as if it was their own. Male and female bodyguards that can blend in with and adapt to the environment of parents and children are more likely to gain employment over the classic muscleman.
 
If you are in charge of protecting young children, you will either be their sole caretaker in public or be in charge of both them and their caretakers. Either way, you have challenges. If you are the sole caretaker, you will be as preoccupied with meals, diapers, tempers, and entertainment as with their security. If you are watching over the child while in the company of a nanny or parents, your job is immensely easier but also exponentially harder with the addition of each person added to the party.
 
Conditions are easier if the child is younger and cannot communicate because you don’t have to carry on a conversation, but harder because you also may have to carry them, thus occupying your hands. Easier if they can talk but harder when they can talk back or argue.  Easier when they are older and can listen for and follow directions but harder when they want their own way.
 
The difficulty really comes when you are dealing with teenagers. An exceptionally high number of security details for teenagers has to be done covertly. This is to say that the kids just won’t want you around or cooperate with you if you are “in their space”. So forget about walking formations, suits, and stiff postures. Be prepared to dress casual and blend in. That includes both your physical appearance and behavior. One wrong move that embarrasses your young client and you are done, and with a negative review of your conduct reaching the parents, done for good.
 
Here are some hints to consider when protecting children:
If you can work with a caretaker or parent and allow them to care for the child, this is ideal. The adult would go through training with you to learn to understand verbal instructions and non-verbal instructions and you would not deal directly with the child or ever be alone with them. You must also consider your age and athletic ability when compared with the nanny or the parent(s). Could you pass for a spouse or parent or Aunt or Uncle?
 
When you interview a client prior to accepting an assignment, ask them about your limitations or role regarding their child’s protection. Typically, the client will not allow you to admonish or punish a child for misbehavior. You will be spending a lot of time with a child that may be developing his/her character. This is a very vulnerable period. Not many parents are willing and open to allow another person to correct their child’s behavior. So be sure to clarify your limitations in writing.
 
Also, remember that attraction is a natural function in life and children learn to trust and become attracted to adults at an early age.  This process averages about 6 months which is why it is recommended that you limit your contracts to that amount of time. If you are going to stay longer, you must obtain additional training as the emotional stress on you can be overwhelming over longer periods of time. Some may ask you to just act as a bodyguard and protect their child’s physical well-being and some will ask you to also educate them and correct bad behavior.
 
When it comes to children or teenagers protection, clients tend to hire bodyguards that will be assigned to the family and the child for many years. As one might understand, it can be difficult to place different bodyguards on a child’s or teenager’s protection during short time periods. In this case, they are looking for someone skilled and mature enough both professionally and ethically to protect but also work as a mentor for their child.
 
Mentoring and teaching could include academia as well as self-protection skillsets. Make sure your need for income doesn’t overwhelm your ability to teach.
 
As with any client, there are roughly 50 mandatory questions that should be asked and answered and an additional 100 that could be asked. Many of these should be asked of the parents but many should be asked of the child while the parents are present. As soon as you get assigned to a child protection detail you must ask about their habits, his/her medical record ( blood type, if he/she is allergic to anything, etc), preferable places they like to spend time and of course who their friends are.
 
Background checks should be conducted on every adult around the child, including the parents of friends. Include school staff such as teachers, coaches, bus drivers, school nurses, and cafeteria staff.
 
Have a conversation with the child. Explain to them why you are there and what your job is. Usually, they see you as a new person intruding in their life and someone who is there to spy on them and report anything they do to their parents. This initial bonding is critical to you keeping your job.
 
Deal with older children as adults. Have a conversation with them. Children are not stupid and like to be dealt with as adults. Respect their opinion and explain your position. Make sure they understand that your only duty is to keep them safe.
 
An additional concern is reporting. Whether asked to report back to the child’s parents or not, you should keep very accurate notes and be prepared to deliver an accurate report to them. This may ruin trust so be very careful with this.
 
Allow the child some time to feel comfortable with you and trust you. Depending on the child and your approach, it may take them up to 3 months to start feeling comfortable and trust you. Don’t rush the process. Be approachable and let them decide when they can come closer to you. Again remember that this is dependent on your planned length of the assignment.
 
Children by nature are very reactive and they tend to do the opposite of what they have been told. For the child, we are another ‘’intruder’’ in his personal life. It takes a great deal of patience and discipline to earn trust. Study this process and seek out a professional counselor if needed. Your client should retain one for you.
 
In the beginning, (with an older child), you will have to deal with a child who will be asking you to stay further away, don’t look at them, don’t open the car doors for them, don’t accompany them for shopping or to the movie theater. Of course, as you do your job, you will have to disregard or ignore their requests and although some in our profession may say it doesn’t matter what the child wants the fact is that at some point it does matter. At the end of the day, you don’t want to deal with a kid who will play hide and seek with you and see you as an enemy, but a child that will be cooperative with you and seek you out and trust you when danger threatens their safety or security.
 
Educate the child on security awareness topics. Children love learning new stuff and they will understand why you can’t stay back out of reaction range, How you can see them but not watch, how you can be close enough to hear them but not listen, why she/he can’t sit on the passenger’s seat next to the driver, why you have to open the door for them etc…
 
Since much of teenager protection is done undercover, set some signals or codes with the child. Let her/him know what signs you can both use for cases such us ‘’stay there’’, ‘’go’’, ‘’come close to me’’ etc. AND Practice these every day.
Consider the child’s friends. Your presence around them can affect how your client acts or reacts. Avoid addressing the friends and never correct the child in front of them.
 
Another important issue to discuss with the child you are protecting is their online behavior. You may have to teach and explain why it is important for him/her to be very cautious about what information and pictures they post or share with friends. Many times, parents neglect these matters. You will become all things to these children. Take the influence you have over them seriously. You are not just protecting them, you are influencing them too. Children will learn to manipulate both parents and the protectors. Parents may become jealous or resent that you spend all your time with their kids or that you are “too close”. Address this issue early on. It will save your career.
You need a female bodyguard to protect your child? Contact us today
 
Denida Zinxhiria Grow
Founder & CEO
Athena Worldwide
Athena Academy
Nannyguards
At Athena Worldwide we are industry leaders for promoting, training and staffing female bodyguards internationally. With our affiliate offices, we can provide world-wide close protection and executive protection services for entertainment professionals, politicians, CEOs, Royal Families, journalists, clergy and corporate personnel.
Want to find out more about female bodyguards? visit www.athenaworldwide.com Prince Harry and Meghan Markle’s baby bodyguard, who is protecting Prince Harry baby, Bodyguards for Archie

Nannyguards are on the air with Virgin Atlantic in-flight magazine!

NANNYGUARDS INTERVIEWED FOR VIRGIN ATLANTIC AIRLINES! We are extremely proud to have had the unique opportunity to do an interview and a resulting article with Virgin Atlantic Airlines and their current issue of Vera Magazine. We had the chance to explain a specialized and very specific side to our craft and are truly grateful to Vera Magazine and Virgin Atlantic Airlines for presenting us with this chance to give a first hand view into our world. http://vera.ink-live.com/html5/reader/production/default.aspx?pubname=&edid=9b659634-c22f-4a80-a6ef-91ecdc77ca4b