Communication with Staff and Stakeholders
As a Security Control Room (SCR) Operator, communication is at the heart of everything you do. You are the central link between your security team, your management, and sometimes even external agencies such as emergency services or clients. How you communicate directly impacts safety, reputation, and compliance with professional standards.
Effective communication is not only about passing on information, it’s about doing so clearly, confidently, and in a way that maintains professionalism and control.
Why Effective Communication Matters
In the control room, communication flows in multiple directions, from operators to ground staff, supervisors, management, and occasionally stakeholders like venue managers or contractors. Each interaction requires clarity and accuracy.
According to data from the SIA and ACS operational audits, around 70 percent of incident management issues within the security industry stem from poor or unclear communication. Whether it’s a missed instruction or an unreported event, breakdowns in communication can have serious consequences.
Tip: Always communicate with purpose. Every message you send should be necessary, accurate, and aligned with your site’s operational procedures.
Communicating with Staff
As an SCR Operator, you coordinate multiple officers across large sites or complex operations. The way you communicate with them sets the tone for performance and response.
Be Clear and Specific: Avoid vague instructions like “check that area”, instead say “Officer 3, inspect exit gate B and report back.”
Stay Calm and Respectful: Your voice and tone can either build confidence or create panic. Be steady, polite, and assertive.
Acknowledge Messages: Always confirm when you’ve received or understood an update from staff.
Encourage Feedback: Create a culture where officers feel comfortable reporting issues or seeking clarification.
Keep it Professional: Even during quiet periods, maintain discipline and avoid casual or off-topic radio chatter.
Tip: A confident communicator earns respect from the team. Officers respond better when they feel their control room is competent, organised, and approachable.
Communicating with Stakeholders
Stakeholders can include your site’s management team, clients, emergency services, and other departments. Communication with them must be professional, factual, and free from emotion or speculation.
Use Formal Language: Avoid slang or abbreviations that may be unclear to external parties.
Stick to Verified Facts: Never guess or exaggerate details. Only share what you can confirm.
Maintain Confidentiality: Sensitive security information must only be shared with authorised stakeholders.
Follow the Chain of Command: Always report through the correct channels, unless an emergency requires direct communication with emergency services.
Be Solution-Focused: When briefing stakeholders, highlight what actions have been taken and what support may be needed next.
Example:
If a fire alarm activates in a client’s building, a professional update might sound like:
“Good afternoon, this is the control room. We’ve identified a fire alarm activation in Zone 2, the area has been evacuated, and officers are currently checking for confirmation of the cause. I will update you in five minutes.”
Real-World Example: The Power of Clear Communication
Imagine you are operating the control room of a large transport hub during rush hour. A suspicious package is reported near the ticket area. You immediately check CCTV, verify the report, and begin coordinating officers.
You communicate calmly: “Officer 2, secure the east entrance. Officer 3, move passengers away from the ticket area. Supervisor, contact British Transport Police.”
Because your instructions are clear and structured, your team acts quickly. The area is cleared safely, and the package turns out to be harmless. The entire operation runs smoothly, with no panic and no confusion.
Now imagine the same scenario handled with vague instructions and poor coordination, officers unsure where to go, passengers unaware of what’s happening, and supervisors chasing information. The difference is not just procedure, it’s communication quality.
Statistic to Know: Control rooms that follow structured communication protocols are three times more effective at managing incidents without escalation compared to those with inconsistent communication practices.
Communication Scenarios in the Control Room
Real-world situations can test how well you communicate under pressure. Every message you send in the SCR should be deliberate, structured, and calm. Let’s look at a few common scenarios where your communication skills make all the difference:
Scenario 1: Alarm Activation
You receive a fire alarm alert. Instead of panicking, you calmly verify the zone on the system, contact the nearest officer, and say, “Officer 2, confirm status of Zone 4 alarm, proceed with caution.” Clear, direct, and controlled communication prevents unnecessary panic and keeps everyone aligned.
Scenario 2: Suspicious Behaviour
A camera picks up an individual acting erratically near a restricted area. You alert the patrol team, provide a concise description, and log all communications. By maintaining structure and professionalism, you enable officers to act quickly and safely.
Scenario 3: Client Enquiry
A building manager calls the control room for an update after a security alert. You provide a factual, calm briefing: “The incident is under control, the area is secured, and officers remain in position. No risk to staff or visitors.” A professional response builds trust and demonstrates compliance with ACS service standards.
Key Point: Whether you’re communicating internally or externally, your words should always reflect calm control and confidence. You are the voice of the operation.
Building Trust through Communication
Communication in the SCR is not just about giving orders, it’s about building trust with everyone you interact with, from ground officers to stakeholders and emergency responders.
With Staff: When you respect and support your team, they respond better and act faster. A quick “good work” after a difficult task boosts morale and reinforces teamwork.
With Stakeholders: Clear, factual updates build credibility and confidence. Stakeholders who trust the control room are more likely to cooperate during incidents.
With Emergency Services: Police and fire services rely on your accuracy. Being concise, factual, and ready with the right details ensures smoother coordination.
With the Public: Even if you never speak directly to them, how you handle communication affects how safe they feel on-site. Calm instructions and confident updates reduce panic and confusion.
Tip: Communication is not just what you say, it’s how you say it. A calm tone, respectful language, and clear structure show professionalism and reinforce your compliance with SIA and NSI standards.
Real-World Reflection
During a large stadium event, an SCR Operator receives a report of a medical emergency in the stands. The operator calmly directs officers to the exact section, alerts medical staff, and keeps the client updated every 30 seconds. Because communication was smooth, the patient receives help quickly, the crowd remains calm, and the event continues without disruption.
Had the communication been unclear, precious minutes might have been lost. That’s why structured, confident, and respectful communication is one of the strongest tools an SCR Operator can have.
Mastering the Art of Communication
Strong communication is what separates a good control room operator from a great one. Every call you make, every message you send, and every instruction you give reflects your professionalism, confidence, and commitment to safety. It’s not just about passing information, it’s about leading calmly, thinking clearly, and representing the standards of the security industry with pride.
When you communicate with confidence, you inspire trust in your team, reassure stakeholders, and maintain complete control even under pressure. That’s what SIA, ACS, BSI, and NSI standards are built around, professionalism, accountability, and clear communication.
Remember: Speak with purpose, listen actively, and let every word you say contribute to a safer, more secure environment.
