Conflict Management for Security Professionals / Andrew A.Tufano

Effectively resolving conflict prevents violence, reduces incidents, improves productivity, and contributes to the overall health of an organization. Unlike the traditionally reactive law enforcement approach to resolving conflict, Conflict Management for Security Professionals provides a proven, reliable, business-focused approach that teaches security personnel to diffuse situations before they escalate when dealing with uncooperative, dangerous, or violent individuals. Covering everything from policies and procedures to security tactics and business impact, Conflict Management for Security Professionals uniquely addresses conflict resolution from a security perspective for managers, policy makers, security officials, or anyone else who interacts with people every day. This book helps organizations create and maintain safe environments without interfering with their ability to remain profitable, competitive, and relevant.

Author Notes

Andy Tufano has worked in the security industry for over 25 years. During this time, he had been employed in various senior security positions, including security company owner, security trainer, and security consultant.
Andrew is the founder of Goldstar Security LLC, Goldstar Tactical Training, and The Force Decisions Institute. He is also an adjunct professor of communications at Citrus College in California, and holds a masters degree in communication from California State University at Fullerton.

Acknowledgments	p. xi
About the Author	p. xiii
Inspiration	p. xv
Section I Underlying Principles of Organizational Conflict Resolution
1 Introduction	p. 3
Process	p. 5
The Default Position	p. 6
Definitions and Distinctions	p. 6
Law Enforcement and Private Security Distinctions	p. 7
Historical Aspects of Conflict Resolution	p. 7
The Setting	p. 8
Trials and Tribulations	p. 8
The Intended Message of This Book	p. 9
Reference	p. 9
2 The "Business-Focused" Community	p. 11
The Problem	p. 11
Introduction	p. 11
Process	p. 12
Managing Conflict in a Business-Focused Environment	p. 12
Useful Methods and Models	p. 15
Summary	p. 18
Reference	p. 19
3 Employing Organizational Safety Models	p. 21
The Problem	p. 21
Introduction	p. 21
Process	p. 22
The Observe-and-Report Model	p. 22
The Enforcement Model	p. 23
Adversarial Techniques	p. 24
The Observe, Report, Advise, and Protect Model	p. 26
Empowered Stakeholders	p. 27
Interpersonal Field Conflict Dynamics	p. 27
Resolution Misalignment	p. 29
Organizational Safety Associates	p. 30
Support Mode	p. 30
Protective Mode	p. 31
Summary	p. 32
Reference	p. 32
4 Presenting a Professional Image	p. 33
The Problem	p. 33
Introduction	p. 33
Process	p. 34
Uniforms and Duty Gear	p. 34
Uniform Attributes	p. 35
"You are What You Wear!"	p. 35
SAID: Security Attire Identity Dissonance	p. 37
Presenting a False Image	p. 38
Impersonating a Police Officer	p. 40
Internal Challenges	p. 41
Summary	p. 41
References	p. 42
5 Protecting Your Reputation	p. 43
The Problem	p. 43
Introduction	p. 43
Process	p. 44
Reputation as an Intangible Asset	p. 44
Is Perception Reality?	p. 45
Community Sensitivities	p. 45
Protection Strategies for Your Reputation	p. 46
Conflict Resolution in Reputation Management	p. 47
The Public Relations Campaign: A Key Tool	p. 48
The Important Role in Crisis Communication	p. 48
Failure to Manage Perceptions	p. 49
Examples from Today's Headlines	p. 49
Summary	p. 51
References	p. 51
Section II Policies
6 Developing Policies on Conflict and Violence	p. 55
The Problem	p. 55
Introduction	p. 55
Process	p. 56
How Can Conflict Resolution Be Incorporated into Organizational Policies?	p. 56
Viewing Conflict Resolution as a Unique Business Task	p. 56
Potentiality and Complacency	p. 57
Whose Force is Best?	p. 59
The Role of "Response Time"	p. 59
"Force" as a Normative Business Strategy	p. 59
Forceless Organizational Safety	p. 60
Talk is Not Enough	p. 60
The Role of Security Professionals	p. 60
Summary	p. 61
Reference	p. 61
7 Use-of-Force Policies and Risk Mitigation	p. 63
The Problem	p. 63
Introduction	p. 63
Process	p. 64
An Approach to Policy Making	p. 69
Shifting Liability	p. 70
Organizational Malpractice	p. 72
Dealing with Conflict Resolution Expectations	p. 72
Summary	p. 74
References	p. 75
Section III People as Part of a Conflict Resolution Strategy
8 Involving People in Conflict Resolution Roles	p. 79
The Problem	p. 79
Introduction	p. 79
Process	p. 80
Role Conflicts: Law Enforcement Versus Private Security	p. 81
Paradigm Shift	p. 83
"Business-Minded" Security Personnel	p. 84
Today's Career Environment and its Realities	p. 84
Summary	p. 87
References	p. 88
9 The Role of Training and Trainer Standards	p. 89
The Problem	p. 89
Introduction	p. 89
Process	p. 90
Potentially Dangerous Encounters (PDEs)	p. 90
Philosophical Approaches to Training	p. 91
Funding	p. 93
Qualities of Effective Standards	p. 94
Summary	p. 103
References	p. 103
Section IV Implementing Conflict Resolution Strategies
10 Verbal Conflict Resolution Strategies: Theories, Techniques, and Tactics for Resolving Conflict	p. 107
The Problem	p. 107
Introduction	p. 107
Process	p. 108
Perspectives on the Effectiveness of Verbal Strategies	p. 108
The Ability to Influence	p. 110
Verbal Tactics	p. 111
Negotiating Subject Cooperation	p. 112
Verbal Tactics: How To	p. 112
Verbal Commands	p. 114
Interpersonal Field Conflict Dynamics	p. 115
The DEACONS Approach	p. 115
Verbal Aggression	p. 118
Communication Strategies for Dealing with Verbal Aggression	p. 118
Perception Management	p. 118
Summary	p. 119
References	p. 119
11 Physical Conflict Resolution Strategies: Theories, Techniques, Tactics, and Tools for Resolving Conflict	p. 121
The Problem	p. 121
Introduction	p. 121
Process	p. 122
Authority and Jurisdiction	p. 122
Law Enforcement Versus Private Security Personnel Authority	p. 123
Protective Action	p. 124
A Matter of Degree: Force Versus Resistance	p. 124
Justifying Physical Contact	p. 125
Situational Protective Action Risk Continuum (SPARC)	p. 127
Aligning Situational Force	p. 128
Subject Resistance (SR) Levels	p. 128
Dealing with Immediate Physical Threats	p. 130
Protective Action Response Zones (PARZ)	p. 131
PARZ One: Noncontact	p. 131
PARZ Two: Less Lethal	p. 131
PARZ Three: Lethal	p. 133
Summary	p. 133
12 Security Personnel Accountability	p. 135
The Problem	p. 135
Introduction	p. 135
Process	p. 136
Documentation	p. 136
Security Staff Accountability	p. 137
Peer Intervention	p. 137
Factors Affecting Personnel Intervention	p. 139
Post-Incident Review and Reporting Process	p. 140
Using Metrics as an Element of Accountability	p. 140
The Role of Review Boards in Accountability	p. 141
Summary	p. 142
Index	p. 143

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