Deal with disorderly and aggressive behaviour
Overview
This NOSis aimed at security and loss prevention service providers
and sets out the skills, knowledge and understanding for you to deal with
disorderly and aggressive behaviour.
This NOS covers the following activities:
Deter adverse behaviour through visible security presence
Deal with adverse behaviour
Performance criteria
You must be able to:
Deter adverse behaviour through visible security presence
provide a visible presence in designated areas that deters adverse behaviour
meet the required company and customer standards for appearance and
behaviour
monitor indications to promptly recognise adverse behaviour
discourage adverse behaviour before it escalates, using your professional
judgement and skills to diffuse situations
keep relevant authorities informed at all times
complete the required records, accurately, legibly and within required
timescales
Deal with adverse behaviour
- maintain the health, safety and welfare of yourself and others whilst taking
appropriate action to prevent risks to security or safety
- respond promptly to adverse behaviour in a polite, professional and calming
manner
- use non-threatening language and gestures to diffuse potential aggressive or
abusive behaviour
- politely encourage people involved to refrain from using or continuing to use
adverse behaviour
- where necessary and practicable, segregate individuals concerned to
minimise the effect on others
- summon immediate help from other people when you need it, particularly if
situations escalate
- take appropriate, prompt and permitted action to prevent further adverse
behaviour, in line with legal constraints and your instructions
- report details of adverse behaviour in line with your organisation’s
procedures, instructions and guidelines
- record the details of situations where you have had to deal with adverse
behaviour, in line with legal requirements and within required timescales
- complete the required records, accurately, legibly and within required
timescales
Knowledge and Understanding
You need to know and understand:
Legal and organisational requirements
1.current relevant legislation, regulations, codes of practice and guidelines
relating to:
1.1 disorderly and aggressive behaviour
1.2 dealing with adverse behaviour and how it affects you in your work
2.your organisation’s procedures, instructions and guidelines for dealing with
adverse behaviour, and what actions you are permitted to take
Deter adverse behaviour through visible security presence
3.your instructions for discouraging and dealing with adverse behaviour
4.how to maintain a visible security presence without encouraging adverse
behaviour
5.how to recognise when behaviour begins to become unacceptable and how
to deal with these situations promptly and effectively
6.how to recognise criminal activity (eg drug handling)
7.the layout and geography of the locations where you provide security services
8.your organisation’s standards of dress and behaviour
Deal with adverse behaviour
9.how to recognise and diffuse aggressive or abusive behaviour, through using
both verbal and non-verbal language
10.when and how to use only reasonable force effectively when you need to
11.who you should call for help when you need it and how to contact them
12.what details you should record relating to dealing with adverse behaviour
13.the various techniques and methods used for escorting people
Scope/range
- adverse behaviour:
1.1 anti-social
1.2 criminal
- indications of adverse behaviour that are:
2.1 visible
2.2 audible
- relevant authorities:
3.1 site management
3.2 police
3.3 radio network
- help from:
4.1 your colleagues
4.2 police
4.3 other authorities
- action that you could take:
5.1 verbal warning
5.2 lawful removal from the premises
5.3 apprehend the person involved
Scope Performance
s
Scope Knowledge
s
Values
v
Behaviours
b
Skills
s
Glossary
g
Links To Other NOS
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