Communication During Incidents

Overview

Clear communication saves lives. In an emergency, the Security Control Room (SCR) becomes the hub of information, and the way operators communicate internally, with staff, and externally with the public and responders can make the difference between order and chaos. This module shows you how to communicate effectively under pressure, while remaining professional, compliant, and calm.

By the end of this module, you will know how to keep messages clear, accurate, and lawful, even in the most high-stress moments.

Glossary: Communication During Incidents

Term	Definition
Internal Communication	The exchange of accurate, timely, and structured information between SCR operators, supervisors, and colleagues.
Incident Log	A written or digital record of all communications, decisions, and actions taken during an incident, supporting compliance and accountability.
Stakeholder Communication	The process of informing managers, staff, and key partners about incident status, ensuring clear and consistent messaging.
External Communication	Delivering information to the public, neighbours, and emergency responders, while ensuring clarity, professionalism, and legality.
GDPR Compliance	Ensuring that personal or sensitive information is shared lawfully, protecting privacy and data integrity during incident communication.
Emergency Liaison	Coordinated communication with police, ambulance, fire, and other emergency services to provide accurate intelligence and support response.