Staff Responses: Fear vs Training
In the middle of a security incident, emotions run high. Fear is natural, but training is what transforms fear into action. As a Security Control Room (SCR) Operator, you will not only face your own stress but also see how ground staff respond. Some will freeze, some will panic, and some will rely on their training.
Your role is vital: to remain calm, guide the response, and make sure training overrides fear. The difference between fear-driven actions and training-driven responses can determine whether an incident ends in chaos or control.
Fear: The Natural Human Response
When faced with danger, the human body reacts instantly:
Fight: Some people may become aggressive, even reckless.
Flight: Others try to escape as quickly as possible, even if it causes more danger.
Freeze: Many freeze under pressure, unable to move or make decisions.
These reactions are biological, they happen before logical thinking kicks in. For security staff, this can mean hesitation, poor judgement, or unsafe actions.
Example: A new officer hears a loud bang near the entrance and immediately runs outside without thinking. This could expose them to danger or make them miss key duties like raising the alarm.
Training: The Professional Response
Training works by rewiring instincts so that muscle memory and procedure take over when fear strikes. Instead of panicking, trained officers follow steps they have rehearsed.
Confidence in procedures: Knowing exactly what to do reduces hesitation.
Calm communication: Training teaches staff to use short, clear language even under stress.
Teamwork under pressure: Trained officers work together instead of acting alone.
Compliance with standards: Professional responses align with frameworks such as the SIA Code of Conduct, ACS best practice, and BSI/NSI guidance on incident management.
Example: During a fire alarm, instead of panicking, trained officers direct people calmly to exits, while the SCR operator monitors crowd flow on CCTV and relays updates.
The Psychology of Control
When an incident happens, it’s not just procedures that kick in, psychology plays a huge role in how people respond. As an SCR Operator, understanding these reactions gives you the upper hand in guiding your team and calming the situation.
> Key Psychological Factors:
Adrenaline Surge: The body prepares to fight or run. This speeds up physical reactions but often clouds judgment. Officers may shout, rush, or act impulsively without thinking of protocols.
Tunnel Vision: Under stress, people may focus on one thing, like a fire exit, and miss other dangers such as blocked paths or vulnerable individuals.
Emotional Contagion: Emotions spread quickly. If one officer panics on the radio, others may mirror that panic, and the public may sense it too.
Authority Effect: Calm voices and confident instructions override panic. Staff and the public naturally copy those who sound in control.
Tip: Never underestimate how much your tone shapes behaviour. A calm, measured voice can turn fear into focus.
Real-World Example
During the Manchester Arena attack in 2017, initial panic spread rapidly among the crowd. However, trained staff and emergency responders worked quickly to restore order, guide people to safe areas, and support injured individuals. CCTV operators played a crucial role in tracking crowd movements and assisting emergency services.
Lesson: Fear was unavoidable, but training provided structure and prevented greater loss of life.
Building Resilience in the Control Room
Resilience is your ability to stay steady when everything feels out of control. In the Control Room, you face a unique pressure, you’re not physically at the scene, but you must make split-second decisions while juggling multiple cameras, alarms, and radio calls. Building resilience ensures you stay effective, no matter how intense the incident becomes.
> Ways to Build Resilience:
Prepare Mentally: Before each shift, remind yourself that incidents can happen. Expecting stress reduces the shock when it arrives.
Use Breathing Techniques: During high-pressure moments, take a slow breath in for four seconds, hold for two, and release for four. This lowers adrenaline and clears your thinking.
Rely on Checklists: Having written, step-by-step protocols near your workstation stops you from second-guessing yourself.
Drills Under Pressure: Scenario training with noise, alarms, or even timed decisions helps prepare your mind for real chaos.
Debrief Regularly: After any incident or drill, reflect on what went well and what could improve. This strengthens confidence for next time.
Stay Connected: Knowing you’re part of a professional team reduces the feeling of carrying the whole burden alone.
Tip: Resilience doesn’t mean you feel no fear, it means you manage it so that training, not panic, leads your response.
Common Pitfalls to Avoid in High-Stress Moments
Even well-trained officers can make mistakes when fear takes over. As an SCR Operator, being aware of these pitfalls helps you prevent them:
Overreaction: Jumping to conclusions and escalating too quickly without checking facts.
Freezing on comms: Remaining silent because of uncertainty, leaving ground teams without direction.
Mixed messages: Giving long, unclear, or conflicting instructions that confuse staff.
Ignoring small details: Overlooking signs like unusual movement on CCTV, which can make panic worse later.
Tip: Remember, mistakes spread just like fear, if one officer acts out of fear, others may copy. Spot the pattern early.
Strategies That Turn Fear Into Action
Instead of letting fear take over, SCR Operators can channel it into positive, professional responses. Here’s how:
Acknowledge the stress: Remind yourself and your team that nerves are normal, but procedures come first.
Control the pace: Speak slower than you feel. Calm speech reduces panic in others.
Visualise success: Mentally rehearse the steps you’d take in common incidents so your brain is ready to act.
Back up your team: If an officer panics, pair your calm with their fear, guide them step by step instead of criticising.
Anchor to procedure: In moments of doubt, rely on your checklist, not instinct.
Scenario: A ground officer shouts into comms, “They’re everywhere, I don’t know what to do!” Instead of matching their panic, you respond, “Control to Officer 3, stay where you are. Backup is on the way. Direct people calmly towards Exit A.” You’ve taken fear and turned it into controlled action.
Turning Fear into Focus
Fear is human, but focus is professional. As an SCR Operator, you are not just watching screens, you are shaping how your team reacts when the pressure is on. In those critical seconds when fear threatens to take over, your calm voice, clear instructions, and reliance on training make the difference.
Think of it this way: fear creates chaos, but training creates order. Your role is to be the steady hand that guides others from panic to professionalism.
In the Control Room, you are more than an observer, you are the anchor. When fear rises, your leadership ensures that training wins, and that is how lives are protected.
