The Importance of Emotional Control in the Workplace

The Importance of Emotional Control in the Workplace - Circuit Magazine -

source: https://circuit-magazine.com/the-importance-of-emotional-control-in-the-workplace/

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.[Fragment] 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 than it will harm them. Most companies are losing contracts due to the 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 confidentiality, there seems to be an alarming trend regarding security providers reporting [word choice seems off…] 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 is 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 doesn’tmean 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 the 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 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 a 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? 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). 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 . 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 time 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 the 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 that he/she is emotionally stable, calm when all else is chaotic and can show restriction and strength when necessary.

The Importance of Emotional Control in the Workplace A Guide for Executive Protection Operatives By: Denida Zinxhiria Grow

Founder & CEO Athena Worldwide, Athena Academy, Nannyguards http://www.athenaworldwide.com http://www.nannyguards.com

The post The Importance of Emotional Control in the Workplace appeared first on Circuit Magazine.

Tactical Firearms Training – The Basics

If you plan on working internationally in the close protection or security industry you will be expected to some degree to know how to handle firearms. Now, to get things straight to start with, what most people, especially Americans, don’t realize is that most non-government close protection jobs are unarmed due to the legal restrictions on firearms in most countries. Part of your threat assessment for any assignment needs to include the laws on the use of force and what if any weapons are legal in the locations you are going to be working in. Being caught with an illegal weapon, especially a firearm will get you thrown in jail very quickly, no matter how important you think you are! So, what do you need to know about firearms if you are looking to work internationally in the close protection and security industry, well the first and most important thing is knowing how to use firearms safely. To become proficient with firearms, like everything else takes practice and time, you’re not going to become and expert after a few hours’ tuition. Many firearms related accidents happen because those handing the firearms are not complying with the basic firearms safety rules of keep the firearms pointed in a safe direction and keeping their fingers off the guns trigger. If you ensure you always follow these two safety rules, you will be acting more responsibly than many others who are working with and carrying firearms. Remember, if you’re the one holding and in control of a firearm that accidentally discharges and injures or kills someone you will be held responsible. A thorough understanding of firearms and range safety is essential before you even start any shooting with live ammunition. Here is a more complete list of firearms safety rules and considerations. WEAPON SAFETY DEPENDS ON KNOWING YOUR WEAPON, CONFIDENCE, ALERTNESS Safety considerations for firearms must always be followed Always keep firearms pointed in a safe direction, especially when loading and unloading. Keep your finger off the trigger until the weapon is pointed at your target. If the action or slide on the weapon is closed, always treat the gun as if loaded and carry out the unload drills. Always show that a firearm is unloaded to a person before you hand it to them. When someone hands you a firearm, always check the chamber and make sure it is unloaded. Never take a person’s word for whether a firearm is loaded or unloaded, always check! Never point a firearm at anyone just for fun or play games with firearms. Always know what is behind your target and have a good backstop. Only fire-controlled shots. You can rapid fire but make sure you are hitting your target. Always practice tactical drills with unloaded firearms until you’re confident and competent enough to use live ammunition. Always unload firearms before dry-fire tactical training. Only use dummy ammunition or blank-firing firearms for demonstrations or dry-fire drills. Never mix blank, dummy, and live rounds. Always check that the gun is unloaded before cleaning. Never tamper with ammunition, and only use reloads from reliable sources. Never use damaged rounds, and always dispose of them safely. Keep guns and ammunition in secure storage when not in use. If you do not know how to operate or are having problems operating a firearm, get professional help. Never used drugs or alcohol when using firearms. Always check and comply with local firearms law Types of Firearms You should try to train with and get to know as many different types of firearms as possible as you never know what you will come across. You might be working unarmed on an assignment in a hostile environment but you need to know how to use the firearms you might encounter in that environment incase things go bad, say your hotel is attacked, and you might have to use the firearms of the local security, police, military and bad guys or make them safe after an incident. Pistols: The two main classification for pistols are semi-automatic and revolver. Sadly, most people these days tend to only train with semi-auto safe action guns such as Glock and S&W M&P’s etc. You need to know how to safely use revolvers, single and double action semi-autos, single action semi-autos and at least be familiar with derringers and sub-compact pocket pistols. Shotguns: I have heard quite a few supposed close protection experts, usually from police backgrounds dismiss the requirements for shotgun training. The reason for this I believe, is in their limited experience within a government agency they have never had the opportunity to use shotguns or travel to locations where they are used. I have personally working in Europe, South & West Africa, Middle East, US, Caribbean, Latin America and have come across shotguns being used in for security details in all of those locations. I would say shotguns are the most widely used firearm used for legal security purposes globally. Shotguns come in various configurations and you should at least understand break action, pump, semi-auto shotguns and the various types of ammunition and chocks. Assault Rifles: Even though most of the tacticool firearms training videos on the internet put an emphasis of training with AR-15’s and AK-47’s in reality there are not many places you can legally use them for security purposes unless you are in the military, on a government related assignment or working illegally. In Iraq and Afghanistan, the laws were put in place for security guards to carry assault rifles, but in most places if you are lucky enough to legally have firearms there is a greater change of it being a shotgun or a pistol rather than an AK etc. Sporting Rifles: In a lot of countries semi-auto firearms are banned or very restricted and the only legal firearms available will be sporting shotguns and leaver or bolt-action rifles. The only time most tacticool operators will consider learning how to use a bolt-action rifle would be if it was a tricked-out sniper rifle… Well, I am sorry if I offend any tacticool operators reading this but all hunting rifles, even with wood stocks, can be used as sniper rifles and for tactical applications. If someone is trained how to shoot properly, understands individual tactics and is armed with a decent leaver or bolt action .22 rifle, I would class them as far more value than the tacticool shemagh wearing operator who uses optics on their tricked-out AR-15 to hit paper targets at 15 meters… Other Firearms: Depending on where you are planning to work depends on the types of firearms you could encounter; in hostile environments you may need to have the rudimentary knowledge of how to operate belt-fed machine guns. Or, if you’re in an area where hunting is popular it might make sense to learn a little bit about black powder rifles and pistols, which in some places have a lot less restrictions on them than cartridge firing firearms. Tactical Firearms Training I have my own views of firearms training and the state of the firearms training industry but will try to keep them to myself as much as I can for the sake of this article. My basic advice to anyone looking at attending any firearms training courses would be is the course relevant and is the instructor experienced enough to teach it. The best place to get a good grounding in firearms training is in the military as you should be given thorough training, the bullets will be free, and you will also be getting paid for your time. There is no way you can replicate a few years military firearms training experience by taking a two-week tactical firearms course. One issues with those who have only had regular military training is that they are only used to dealing with a limited range of firearms. Personally, I only really started to learn and use handguns other than a Browning Hi-Power after I left the British Army and worked in South Africa, Eastern Europe and then joined a gun club in UK before handguns were banned. You must ensure the training you will be getting is relevant for what your going to be doing and is of a good standard. In the U.S. the general standard for training is what’s put out by the National Rifle Association (NRA). Most people don’t realize when taking a training course from an NRA instructor that it only takes one-day to become and NRA instructor or Range Safety officer. In the United States, it’s easy for a novice shooter to become an NRA firearms instructor, as I said it’s a one-day course, SERIOUSLY! With another one-day course they can become a Range Safety Officer, and after that with another one-day course a Chief Range Safety Officer able to certify Range Safety Officers… All without any experience of ever running a firearms course or any experience of actually working on a shooting range… I have come across NRA instructors who could not field strip their own firearms, Chief Range Safety Officers who had never used revolvers or shotguns. From their certifications you would expect them to be experienced professionals! Well, think again… You cannot gain the experience required to be a decent RSO or instructor by just attending a few theory classes, watch tacticool YouTube videos and belonging to Gung-ho online chat forums. The schools issuing these NRA certifications are making money, it’s business, but how many of their students then go on to market themselves as “firearms experts” after just a few one-day classes? I think this can be classed as fraudulent in anyone’s books. It’s just like taking a first-time driver, giving them a two- or three-day theory on how to drive, showing them a car, starting the engine and then certifying them to set up a driving school… Scary, right? Always verify the real-world experience of the instructors who you’re intending to pay good money for quality training. Firearms training can be very expensive so ensure you’re not wasting your money and understand that after just a few days training you’re not going to be at a professional level, whatever your certificates say! Ongoing dry and live firearms training and weapons familiarization is essential if your serious about working in hostile environments but learn to differentiate the difference between tacticool holidays and experiences and relevant training! Tactical Firearms Training – The Basics The post Tactical Firearms Training – The Basics appeared first on Circuit Magazine.

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