You paid thousands of dollars for training and thousands more on equipment, firearms and clothing. Add in the cost of travel, hotels, meals, time off of work and other expenses and you are finally qualified for work, according to you. But what does the Client value in a protector? It may be no surprise that interpersonal skills top the list. Good manners, eye contact, a firm handshake, a timely smile, and an expansive vocabulary are just the tip of the iceberg. Knowing how to negotiate, and more, knowing when to remain silent are also key to a Client choosing you over an ex-WPPS Private Military Contractor.
After decades in the protection industry, it is continually apparent that while “fieldcraft“ is absolutely valuable and indeed essential to a Client’s required prerequisites, it is the “intellectual” skillset with which the Client has the greatest exposure, (and hardest time finding).
Many laugh when first hearing about interpersonal skills in the personal protection industry. They believe that as long the client is safe, nothing else matters. We all know that we are getting paid for that 0,1% chance that may require us to respond to a threat and “save the client”, but the rest of our time will be spent interacting with the client, their family members, employees, domestic staff, and our own colleagues. And just as important are the paparazzi and the public, both of whom have cameras in hand. One wrong comment or gesture and the Client’s embarrassment results in your termination, and possibly a civil action.
Social interaction requires specific interpersonal skills. Your ability to react or reply appropriately is crucial. Using the wrong words with the wrong person and your years in the sand box or skill with firearms won’t save you. You will be fired within seconds. It happens every day and some of you won’t even know why.
Below we will try to give you some tips from ours as well as our colleagues experience and mistakes and even included some comments from past clients.
Your relationship with the client:
If you have any understanding of the industry at all, you know that you are with a client because someone within the client’s entourage has a fear that you have convinced them you can quash. In a combat zone, there is real fear of capture or death. In a large city in America, spy photos of the client out in public, drinking with friends, and in Mexico, Kidnapping. In many instances, you may be with the client 10 to 16 hours a day. So how do you spend that much time with them or their family, under that kind of stress without getting emotionally connected to them? Stick to the old adage: “Be seen and not heard”.
First of all keep in mind that the client is the one paying you, no matter how unrealistic his requests may be, you must adapt to his ‘’wants’’ and ‘’security needs’’. You may not be allowed to do what the job requires or have the manpower or equipment needed but you will have to adapt and do your job with what you have. You may be asked to be in position X and not Y because the client doesn’t feel comfortable otherwise. Consider too that it is also difficult for someone to get used to the idea of having strangers around them with every step they take and with every person they meet. Consider what you are doing that might be adding to or reducing their tension. Talking, staring, where you are standing, your cologne, or your actions can all add to a client’s frustrations.
The professional is one who can work with the difficult client, not the other way around. If you are lucky enough to work for that easy going client good for you, but most of the time you will have to deal with people that will test your limits. Have you ever had a client ask you to protect him but not to be within sight of him?
New professionals usually ask how they would deal with different challenges, like “what if the client asks me to have a drink with him”? What if the client asks you to do things that are out of your area of responsibility?
If you are a Close Protection Operative of the opposite sex of your client, then be prepared to deal with even more difficult situations. Traditionally mixing stress and fear with the comfort a protector can bring and the power and wealth of a client, (or his wife), and an opportunity……
Every one of us, client or Close Protection Operative (CPO), have different, social backgrounds and if you add to that different cultures then be ready to deal with more difficulties.
For many of us who have spent years in this business, (If we are successful enough to still be in this business), we have learned where our boundaries lie. If you are new in the business consider that boundaries exist for all of us. The client has them and so do you. When we are hired to protect a person, we are actually being allowed to step far inside their boundaries but they should not be allowed to step too far into ours. We will see a client in their most private and vulnerable moments, but what happens to our persona as “protector” if they see our weaknesses and vulnerabilities? And what happens if someone outside the client’s circle identifies our weaknesses or vulnerabilities?
How do we identify a client’s boundaries, and how do we educate them on ours? It’s really very simple; we ask. We should consider their social and moral code, their habits, vices and health issues and their fears. Sitting down with the client and discussing their needs and simply asking them where their boundaries are and letting them know ours is crucial to the success of a long term assignment. It may be no big deal for a client to ask you to enter a room where they are using drugs in a party setting or where he and his wife are in bed, but this may be beyond your comfort zone, (your boundary).
What is the difference between professionalism and friendship? Here is a simple rule: “You can’t buy friendship”. If you are being paid, you can’t be friends. If you want to be friends, stop taking the client’s money. Crossing the boundary between Professional and Friend is never successful.
From my personal experience I have found that when I was acting strictly professional the client was uncomfortable. Our task is to make them feel safe but when we appear ‘’untouchable’’ they believe we don’t understand their fears or what they’re going through. It is very important for them to feel we understand them. It is not easy to be the client….Sometimes they will open up and talk to us and we must show them we are listening. This is not friendship. This is part of our job.
If you get too friendly, then automatically your professionalism will suffer in your client’s eyes. Not because he doesn’t trust you anymore but because your laps in professionalism suggests to him that you won’t be taking your job as serious as is needed.
Consider how Psychologists work. They cannot offer professional counseling to people who are in their family or with whom they are friends. They certainly cannot start dating a client.
It is understood that you may share many hours with the client. Talk to him only when he talks to you or when you have to say something that affects his safety. Avoid starting a conversation but always be friendly if the client decides to speak to you. If you are asked a question, try to answer it with a single sentence.
Your relationship with the client’s family members will have to be the same. Don’t be too friendly with them or other staff or guests. Remember who hired you and why. Remember who cuts your check and who ultimately you serve. You should answer to only one person. If you assist or serve anyone else, it must be with the approval of the client and then only at no cost to them.
If you appear too unapproachable or “hard”, you will intimidate those you are serving. Too approachable and the family and everyone else will feel comfortable approaching you. And it will always happen when you need to be focused. Take a middle position with your client which is addressed with professionalism. Again, prior to accepting your contract you must clarify from whom you will be given orders and directions regarding your work.
As a CPO your job is to protect you client’s life and image. You are not there to carry their briefcase or shopping bags, etc. You also should not be carrying the client’s child on your hip, or holding doors open or performing domestic chores. Remember to keep your hands free.
Don’t be afraid to say “no” when you are asked to perform duties which are outside of your role. The client is hiring a CPO not a maître ’de or a butler. It is professional to politely refuse to perform a task outside of your agreed responsibilities instead of accepting it and putting in danger a client or your life. He has hired you to provide security services and nothing else.
The client must see you as an educated, well trained, experienced and professional person, and it is up to you alone to earn his respect. If your client respects you then any of your suggestions concerning his safety will be accepted by him positively.
Alcohol? NO, NEVER, EVER…..while working. But……
What if your client calls you for a drink or coffee while you’re not on duty? In this case you have to ask why he is calling you. Does he see you as a friend or do you think he wants something unrelated to work or to talk about your work? First, remain professional. If your client calls, you respond. Then avoid alcohol at all cost. Consider that in many countries and especially in the United States, if you are in possession of a firearm and you are questioned by police with alcohol in your system, you will be arrested.
Sometimes the most dangerous trap a CPO may fall into is to have a physical relationship with his client or the client’s spouse. Remember that movie where the bodyguard was sleeping with his client? Art sometimes copies life. Being emotionally involved with your client, (or anyone in their circle), no matter how unprofessional we see it, has happened with some colleagues. Understand that if this occurs, the CPO is always at fault. Because the client is dependent on you, they may be more likely to share raw emotion with you or let you all the way in to that last boundary, the personal physical boundary. Take advantage of this vulnerability and you are solely to blame. And if you think you found the love of your life, you will be replaced by the next person the client sees power or an emotional investment in. And who is going to write you that professional referral letter then?
Sexual Harassment is rampant in our profession. Male CPOs are approached by everyone who is attracted to the perceived power of the protector or by anyone trying to get to the client or get into the client’s circle. But if you are a female CPO it is much worse. You will get barraged from both males and females, clients, their family members, friends and then your colleagues. Additionally, sometimes due to culture, there are those who believe that because they hired you to protect them you are there also for ‘’extra services’’. There have been cases like these which have been unreported to authorities but are a common problem within the female CPO industry. Again, that sit down meeting with the client prior to taking the job is strongly suggested.
Your relationship with colleagues:
During our career we will have to work along with people who don’t share the same work ethic, qualifications, training and experience, background, morals or values with us. So whether we like or dislike someone, we shouldn’t allow it to affect our professionalism. Our first loyalty is the client’s safety and the study and mastering of the art and skill toward this goal. Our second loyalty is to the industry to which we have dedicated our lives. Loyalty to our colleagues falls within this, not the other way around.
As we all know, Close Protection is a profession that is unfortunately void of professional standards and requirements. Each country, and even each State has its own licensing or training requirements and in many cases no training is required at all. In light of this, you realize that you have to work to solidify a team with people who bring with them different experience, skills, training disciplines, standards, professionalism, culture, and ethics in the same way a sports team or elite military unit has to work through individual differences to become a uniquely cohesive team.
It is very important that each one on the team promote and maintain a strong working relationship with the others as well as the client, and of course other people who we may be in contact with (house personnel, office staff etc).
Some of the people you are working with may have more or less skill and may be younger or older. So in each situation you must address your issues with them with respect. Never offend anyone no matter the reason, never correct someone while anyone else in present. If you believe they made a mistake you can ask if he would mind a tip or advice. Not many people are open to advice from coworkers. If they refuse your help, respect it and leave it alone. If a colleague makes a sexual advance or even a comment that you are not comfortable with, address it quickly.
In our work it is very important when an issue occurs, to take immediate action to address it. Later you can do your research and as a team and correct it. As in any team, constructive criticism is meant to eliminate future problems.
Try to avoid conversations with your colleagues that include topics which trigger emotional responses like sports, religion, sex or politics. No conversation on these topics can contribute to your client’s safety.
Avoid discussion about family and do not share details about your family, spouse, kids or home life. You don’t know how the information may be used against you or your client later. Can you be blackmailed? Could this affect your client or team?
The only conversation you should entertain is the one that adds to your client’s safety.
Your relationship with fellow citizens and Law Enforcement:
In most countries your authority or legal ability to act is no more than any other citizen. Trying to get a free pass at the club or disturbing the peace will give you and your client a bad image. No you can’t stop the traffic, park whenever you want, stop people from entering in public places or ask to search them.
Many of our colleagues come from a Law Enforcement or Military background, they use to have their own language with their former colleagues and may work along with them or ask for their help. Remember that active Law Enforcement personnel have their own agendas. They are not part of our industry any more than we are part of theirs. Do not ask them to help you do your job. Some may abuse their authority and use it to get close to your client, and may even try to replace you. Be respectful and keep your distance.
Your networking activities
It is common and we see it almost every day in online networks or forums, people who hide behind a “screen” or “nickname” and make negative comments about other colleagues. It is seen by most as cowardly at best to make public comments about someone while hiding behind a false identity and further, without allowing the victim or viewing audience to verify the experience or credentials of the accuser.
Industry forums serve a couple of purposes. The first is to inform and the second is to allow comments and feedback for the purpose of informing. Unfortunately, they have become a place for the unimpressive to gain their 15 minutes of fame. These chronic complainers, seemingly have plenty of free time, (possibly due to their unemployment), and repair their egos by blaming or criticizing others. Yes, there are non-professionals and there are professionals, but a forum is not the right place to show who is who.
For those who like to comment on different articles or posts online (…that includes many of us…) before you hit “send” be sure you:
1) Read the article/post carefully. It is very disappointing to see colleagues who post a negative comment on an article when it is clear that they neither completely read nor completely understood it.
2) Offer a solid answer/opinion based on logical thoughts or facts (or evidence/search results). Recently, someone tried to show their disagreement with an author. Their only approach to a counter-point was insulting the author which actually proved the author’s point. Someone else tried to answer him by copying and pasting parts from the article and offering negative comments on the excerpts, which further proved the subject of the article; that some people in our industry can’t adapt their soldier mentality and behavior to the more polished corporate environment.
3) Answer in a manner that does not insult the writer or others.
4) Re-read and understand the article. Stating a disagreement is fine but following up with information that goes off topic and writing anything other than what is pertinent to the subject will only make you look stupid.
5) Read the article again,
6) Read your answer again from the perspective of your colleagues,
7) Read it once again from the perspective of someone who knows you,
8) If it doesn’t look professional/logical/in good taste or relative to the article provided, DO NOT hit that “send” button or “publish now” ….otherwise again, you will only end up looking stupid.
If you think companies and recruiting agents don’t look at a candidate’s networking profiles? Think again!
The bottom line is this:
If you lack professionalism on any level or lack interpersonal skills in dealing with people you work for, with or around, you will not be able to hide behind your experience, education or other skillsets.
Founder & Worldwide Director
Gaining employment in the security industry
Many operators will spend thousands of dollars on a close protection training course and education in technical qualifications to enable themselves to work in the protective services industry. However, many fall short when it comes to gaining employment because they have a poorly written CV which doesn’t highlight their key experiences, skills and attributes.
In order to be successful in gaining employment it is important that an employer when reading a CV gains an accurate picture of the person they are reading about. The CV should highlight an operators key skills, if ex Forces then maybe operational experience or if not then transferable skills from the workplace such as leadership and management.
The work history should detail tasks conducted within each job. It should be easy for the person viewing the CV to read, for example not having to look up technical terms or abbreviations. It is really important to make sure that all the information on the CV is relevant to gaining a role in protection as information that isn’t relevant makes it harder for the reader to pick out the key information in the CV. The CV once written in general must then be tailored to fit the job description for which you are applying for.
Security CV was established to provide bespoke CV’s and employment products to personnel in the security industry. Rather than use a general CV writer, by using a writer with the technical knowledge and practical experience in the industry for which you are applying for employment in it ensures a CV highlights the experience and attributes for which the employer is looking for.
For more information please contact www.securitycv.co.uk
***Every Athena Academy student will receive a £15 discount when quoting ATHENA Worldwide as their referrer***
By Dan Toon
CONFLICT AREA MANAGEMENT
“PREVENTING BAD THINGS FROM HAPPENING TO GOOD PEOPLE”
DUNS Number: 797878209
CAGE Code: 4R8R9
The job search and application process can be a challenging, long and tedious one, consisting of many phases of recruitment, civil and criminal background checks, physical and psychological testing, and meeting each specific companies standards as a prerequisite of employment.
An individual contemplating how to start in the security, defense and protective services field, must ensure they are taking the proper actions before they apply for and begin the process of obtaining any position
These steps include having a clean civil and criminal record, having specialized training that is standard in the industry, being physically fit, and ability to adapt to rapidly changing conditions.
Once a prospective applicant has received the training, credentials and qualifications in their specialty, the search for employment begins.
Hundreds of private companies exist around the world supporting contracts awarded them by their respective nations and the international community.
Most companies are using computer based applications, requiring numerous hours of time to submit personal and professional information to company recruitment databases (for larger multinational companies) that utilize computer aided search programs to begin to match up prospective applicants to their needs.
Once this information is sorted, a recruiter begins their process of screening each applicant. This includes verification of past background, employment history and thorough review of the candidates resume or CV.
Each position opening can generate many applicants to sort. Since the CV is the first document the recruiter receives from the applicant, a professionally formatted CV begins to stand out from hundreds of poorly written CVs that come across a recruiters desk.
A CV / resume should be tailored to the specific position advertised by a company. This may require an individual to possess a number of resumes representing the different specialties of the applicant.
The debate over cover letters continues, a cover letter enables an applicant to go into depth regarding their career aspirations and goals. A brief strengths summary at the beginning of the CV is recommended as a means to gain the attention of the reader, in this case, a recruiter or project manager that is conducting the review. Applicants should write a cover letter if it gives the option. Listing their qualifications and how they meet/exceed them due to past training and experience.
After a cover letter or summary, a chronological list of employment experience, with the most recent position first, and depending on employment history, previous positions held.
Employment summaries should include company name, position title, dates, and responsibilities summary as concisely as possible. Many potential applicants do not take the time to clearly explain to the employer what their skills and qualifications are. An applicant may feel they do not need to list these skill sets on the application. Many recruiters have not worked in the defense or protection services field. Make sure that each job description on the CV explains in detail how it pertains to the job being applied to.
Once previous experiences have been listed, an applicant may choose to list any other education, training, awards, qualifications and certifications received or held. This should also be in a chronological format with most recent listed first.
Separate from the CV should be an up-to-date list of professional references with name, job title, current address and / or contact information. Some companies request references with the initial application, while others may wait until initiating a background investigation.
Many applicants become disappointed after going through the process of submitting their information to a company for a position, they never receive acknowledgment or updates on the status of their application. Most apply to a few positions and are discouraged when not immediately contacted by the company. With so many companies in the industry, an applicant during their initial employment search and application phase, should submit their information to each company that has current advertised positions and on-going recruitment efforts. Each company may offer multiple positions within a specific field, applicants should apply to each position that fits their skills and qualifications.
Even with a strong, marketable resume, this process may have to be completed a number of times before a company recruiter contacts the applicant.
Every email, reply, and phone call from a company should be documented, to gradually build a personal database of recruiters, human resource professionals, program and project managers, with as much detail as possible keeping the information current.
When able to obtain a company recruiters contact information, phone number or email address, then contact can be made from time to time as to the status of the applicants processing. Applicants should be as helpful as possible to the contact, this will keep ones name and information on the mind of the recruiter, who may have hundreds of names and personal information from other potential job seekers, circulating around them at any given time.
If at this time there are still no potential leads or resources generated from the application process, electronic applications that have been submitted to companies should be updated and resubmitted every six to eight weeks. This may require entering every piece of information again, phrased properly to be resorted to the top of the recruiters list.
Applicants should never expect immediate contact from companies, sometimes the process of screening can take up to a year from initial submission. A job search can never rest on its laurels, even when gainfully employed, the best time to look for work is when one already has a job.
Networking through personal and professional contacts who may be able to assist or advise, seeking to keep diverse skill sets, training and qualifications, a strong marketable CV or resume, being friendly, helpful, and respectful to every company contact made will allow the job seeker to achieve success .
If you are a woman aspiring to become a certified Close Protection Operative, Nannyguard or join Security Industry and you have questions contact Athena Academy at http://athenaacademy.com/ and ask Charla!
Charla Blomberg handles Athena’s Customer Relationship Management & Recruitment Consultation Services. Has been one of Athena Academy first graduated students. She is currently a Close Protection Operative in Europe with 12 years of experience in the security industry including working at the Swedish Parliament Security Unit. She also has a solid background in the Swedish Army and 3 UN peacekeeping missions during wars in Bosnia-Herzegovina and Kosovo.
Whatever your questions are regardless joining security industry Charla has the experience and knowledge to answer you.
What is Tactical Medicine?
Well, it does exactly what is says on the label: Tactical Medicine is the provision of lifesaving skills in a tactical environment. First Aid is a daunting enough task for many people but it takes a special set of skills and mindset to be able to provide care under fire. Of course it’s not all gunshot injuries, it could be a whole number of occurrences from a stabbing to a major medical issue such as a heart attack following an assault.
In the environment of the CP operator there are serious tactical considerations to be made when medical skills are required. Is there still danger present? In what condition is the casualty? Are they alive or dead? It would be foolish to risk your own life to assist a dead person. Sometimes it is better to stay in cover and deal with the casualty from afar by using binoculars and shouting commands. This may seem an odd concept to some and has certainly caused controversy amongst some operators over years past.
The fundamental point of Tactical Medicine is summarised nicely in the opening pages of the US Special Operations Forces Medical Handbook – “The best medicine on the battlefield is fire superiority”. Of course CP operators are not generally Special Forces but the idea that the threat must be suppressed before treatment can be given is an important one and can be difficult for some to initially grasp, particularly those from a predominantly medical background (such as myself). Only with realistic and coordinated training can we grasp the true nature of Tactical Medicine. It needs a level head, tactical awareness and minimal gear to achieve what can be the difference between life and death for an entire team not just the initial casualty.
Tactical Medical courses are available around the world. You should choose one that best suits your needs. It may be that a basic, short course will suffice. If you have an aptitude or need for further skills, an extended course may be perfect for you. A point that I like to instil in everyone that cares about their skills is that a course is only the beginning. It does not make a perfect “medic” out of everyone straight away. It is the start of a journey of discovery and wisdom. Good tactical medics continue to learn throughout their careers and are never afraid to ask for help or advice. Training is simply the doorway to this passageway of learning. I wish you all luck in your quests for knowledge.
I welcome any questions, comments or requests for advice.