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Conflict Management for Security Professionals
1st Edition - September 28, 2013
Author: Andrew A. Tufano
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Effectively resolving conflict prevents violence, reduces incidents, improves productivity, and contributes to the overall health of an organization. Unlike the traditionally… Read more
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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.
Comprehensive and systematic conflict management and resolution program geared specifically for the needs of security managers, supervisors, and officers
Incorporates classroom and field-tested conflict resolution concepts, models, and approaches
Addresses everything from policies and programs to tactics for a wide variety of stakeholders in any private or public organization
Corporate security directors and managers, law enforcement officers, organizational security and safety policymakers, risk managers, security consultants, security management college students, security officer supervisors, and other security staff
AcknowledgmentsAbout the AuthorInspirationThe Bottom LineProcessCommunication SolutionsThe Reality of ViolenceBetter SuitedInventionThe Law of ProbabilitiesRecommendationsAudience“Protect and Serve”Section I: Underlying Principles of Organizational Conflict Resolution1. IntroductionProcessThe Default PositionDefinitions and DistinctionsLaw Enforcement and Private Security DistinctionsHistorical Aspects of Conflict ResolutionThe SettingTrials and TribulationsThe Intended Message of This BookReference2. The “Business-Focused” CommunityThe ProblemIntroductionProcessManaging Conflict in a Business-Focused EnvironmentUseful Methods and ModelsSummaryReference3. Employing Organizational Safety ModelsThe ProblemIntroductionProcessThe Observe-and-Report ModelThe Enforcement ModelAdversarial TechniquesThe Observe, Report, Advise, and Protect ModelEmpowered StakeholdersInterpersonal Field Conflict DynamicsResolution MisalignmentOrganizational Safety AssociatesSupport ModeProtective ModeSummaryReference4. Presenting a Professional ImageThe ProblemIntroductionProcessUniforms and Duty GearUniform Attributes“You are What You Wear!”SAID: Security Attire Identity DissonancePresenting a False ImageImpersonating a Police OfficerInternal ChallengesSummaryReferences5. Protecting Your ReputationThe ProblemIntroductionProcessReputation as an Intangible AssetIs Perception Reality?Community SensitivitiesProtection Strategies for Your ReputationConflict Resolution in Reputation ManagementThe Public Relations Campaign: A Key ToolThe Important Role in Crisis CommunicationFailure to Manage PerceptionsExamples from Today’s HeadlinesSummaryReferencesSection II: Policies6. Developing Policies on Conflict and ViolenceThe ProblemIntroductionProcessHow Can Conflict Resolution Be Incorporated into Organizational Policies?Viewing Conflict Resolution as a Unique Business TaskPotentiality and ComplacencyWhose Force is Best?The Role of “Response Time”“Force” as a Normative Business StrategyForceless Organizational SafetyTalk is Not EnoughThe Role of Security ProfessionalsSummaryReference7. Use-of-Force Policies and Risk MitigationThe ProblemIntroductionProcessAn Approach to Policy MakingShifting LiabilityOrganizational MalpracticeDealing with Conflict Resolution ExpectationsSummaryReferencesSection III: People as Part of a Conflict Resolution Strategy8. Involving People in Conflict Resolution RolesThe ProblemIntroductionProcessRole Conflicts: Law Enforcement Versus Private SecurityParadigm Shift“Business-Minded” Security PersonnelToday’s Career Environment and its RealitiesSummaryReferences9. The Role of Training and Trainer StandardsThe ProblemIntroductionProcessPotentially Dangerous Encounters (PDEs)Philosophical Approaches to TrainingFundingQualities of Effective StandardsSummaryReferencesSection IV: Implementing Conflict Resolution Strategies10. Verbal Conflict Resolution Strategies: Theories, Techniques, and Tactics for Resolving ConflictThe ProblemIntroductionProcessPerspectives on the Effectiveness of Verbal StrategiesThe Ability to InfluenceVerbal TacticsNegotiating Subject CooperationVerbal Tactics: How ToVerbal CommandsInterpersonal Field Conflict DynamicsThe DEACONS ApproachVerbal AggressionCommunication Strategies for Dealing with Verbal AggressionPerception ManagementSummaryReferences11. Physical Conflict Resolution Strategies: Theories, Techniques, Tactics, and Tools for Resolving ConflictThe ProblemIntroductionProcessAuthority and JurisdictionLaw Enforcement Versus Private Security Personnel AuthorityProtective ActionA Matter of Degree: Force Versus ResistanceJustifying Physical ContactSituational Protective Action Risk Continuum (SPARC)Aligning Situational ForceSubject Resistance (SR) LevelsDealing with Immediate Physical ThreatsProtective Action Response Zones (PARZ)PARZ One: NoncontactPARZ Two: Less LethalPARZ Three: LethalSummary12. Security Personnel AccountabilityThe ProblemIntroductionProcessDocumentationSecurity Staff AccountabilityPeer InterventionFactors Affecting Personnel InterventionPost-Incident Review and Reporting ProcessUsing Metrics as an Element of AccountabilityThe Role of Review Boards in AccountabilitySummaryIndex
No. of pages: 170
Published: September 28, 2013
eBook ISBN: 9780124172074
Andrew A. Tufano
Andy Tufano has worked in the security industry since 1977. He holds a master’s degree from California State University at Fullerton. Over the past 25 years, Andrew has held various positions in the security industry including: uniformed security officer, loss prevention investigator, security company owner (PPO), security trainer, and security consultant. Andy has major clients in the healthcare and college campus industries. He holds various security industry weapons instructor and end-user certifications such as baton, firearm, and Taser. He is an active member of the International Association for Healthcare Security & Safety (IAHSS).
Andy has created several business ventures including Goldstar Security LLC, Goldstar Tactical Training, and The Force Decisions Institute. He is also a prolific writer and has been a featured speaker at ASIS and IHASS events. Andy is a recognized subject matter expert (SME) in private person use-of-force. Andrew is an experienced college educator and currently teaches at a public southern California college.
Affiliations and expertise
Owner and operator of Goldstar Security LLC, Goldstar Tactical Training, and the Force Decisions Institute