Communicating Effectively with Supervisors and Control Rooms
When a slip, trip, or fall happens, you’re not just dealing with the casualty and the hazard—you’re also part of a bigger safety chain. How you communicate with your supervisors and control room can make the difference between a smooth, professional response and a messy, confusing incident.
In the UK, standards from the SIA, HSE, BSI, and NSI all stress one key point: good communication saves time, reduces risk, and ensures accountability. As a security officer, your words carry weight.
Why Communication Matters
When someone slips or falls, your first aid and hazard control are vital—but without strong communication, the whole response can fall apart. Here’s why your words matter as much as your actions:
Safety first: A clear, timely update means first aiders and cleaners get there faster. That stops one accident turning into three.
Legal protection: Every message you send helps your employer meet health and safety obligations, including RIDDOR reporting. Accurate logs protect both you and the company if the HSE investigates.
Professionalism: The SIA expects licensed officers to stay calm and accountable. A steady voice over the radio shows you’re in control—even if the scene is hectic.
Did you know? HSE data shows slips and trips cause over 30% of major workplace injuries in the UK. The way you communicate ensures these aren’t just managed on the spot, but also properly recorded to prevent future accidents.
Tip: Think of your radio as a safety tool. Use it clearly, confidently, and consistently—it can be just as important as the first aid kit.
Key Principles of Effective Communication
Good communication isn’t just about talking—it’s about making sure the right people get the right information at the right time. Here’s how to do it well when dealing with slips, trips, and falls:
1. Be Clear and Concise
Say exactly what happened, where it happened, and what you need. Control rooms don’t want a long story—they need fast facts.
Example: “Slip incident, main reception. One casualty, conscious but in pain. Wet floor sign in place. Requesting cleaner and first aider.”
Tip: Think 3 Ws — What, Where, What’s needed.
2. Stay Calm and Professional
Your voice is part of your toolkit. A shaky or panicked tone spreads stress, but a calm, steady voice builds confidence and helps supervisors prioritise support.
Even in chaos, speak like you’re in control—it reassures both the casualty and your team.
3. Use Agreed Protocols
Every site has its codes, call signs, or reporting formats. Stick to them. They exist to avoid confusion and speed up response.
Example: Instead of “There’s a problem in the lobby”, use “Code Yellow, front lobby—slip hazard, casualty down, requesting assistance.”
4. Confirm Understanding
Never assume your message was heard correctly. Ask control to repeat back the essentials: location, incident type, and what’s needed.
Miscommunication can send help to the wrong place—and waste precious minutes.
5. Keep Communication Flowing
One update isn’t enough. As things change, keep control in the loop: casualty condition, crowd behaviour, hazard cleared.
Example: “Update: cleaner on scene, casualty stable, hazard contained. Standing down request for additional staff.”
Tip: A silent officer is a blind officer. If control doesn’t hear from you, they can’t support you.
Real-World Example
It’s raining heavily, and water has pooled inside the main entrance of an office block. A visitor slips, banging their elbow.
The officer responds:
“Control, slip incident at front lobby. Casualty conscious, mild injury to arm. Wet floor sign in place, requesting cleaner and first aider.”
Because the officer stayed calm and clear, the control room dispatched the right support, the hazard was cleared, and the casualty was looked after.
Tip: Before you radio in, take one breath and use the A.B.C. rule – Accident, Brief details, Call for support.
Handling Miscommunication
Even with the best intentions, mistakes happen. A noisy radio, a rushed call, or an unclear message can lead to delays.
If unclear: Politely ask control to confirm details.
If wrong info was given: Correct it immediately—silence makes errors worse.
Example: You said “reception” but meant “rear exit.” Quickly fix it: “Correction: casualty is at the rear exit, not reception.”
Tip: Never assume your first message was heard—always confirm.
Using Technology Effectively
Modern sites often use more than radios. CCTV, apps, and digital logging systems all play a role.
CCTV support: Supervisors may use cameras to guide cleaners or first aiders to the right spot.
Incident logging apps: Accurate entries help meet HSE and employer requirements.
Phones as backup: If radios fail, know the escalation plan (mobile, landline, direct supervisor).
Tip: Familiarise yourself with all comms tools during quiet shifts—you don’t want to be learning them during an emergency.
Why Communication Can’t Be Ignored
Poor communication in a slip, trip, or fall isn’t just a “radio mistake”—it can spiral into serious consequences:
For the casualty: Delayed or unclear updates mean slower first aid. What could have been a minor injury may worsen into something far more serious.
For others: If the hazard isn’t communicated, more people may fall. A single puddle can quickly turn into multiple casualties and chaos.
For you: Investigators or supervisors may see your silence as negligence. That could risk disciplinary action—or even your SIA licence.
For your employer: Missed reports expose them to fines, HSE investigations, and reputational damage. A simple failure to communicate can cost thousands.
Tip: Every word you send over the radio is a safety net. Use it wisely.
Key Considerations for Officers
To avoid these risks and show real professionalism, keep these points front of mind:
Balance priorities: Don’t focus only on the casualty—make sure information is flowing so the wider response is activated.
Control the scene: Manage crowds firmly but respectfully. A calm, confident presence reassures bystanders and shows you’re in charge.
Work as a team: If you’re not alone, share duties. One officer communicates, the other controls hazards or comforts the casualty.
Stay visible and calm: Your composure sets the tone for the whole response. Panic spreads—but so does professionalism.
Reflection: Picture a Saturday rush in a shopping centre. A shopper has slipped in front of dozens of onlookers. Would you know how to balance three things at once—calming the casualty, keeping the crowd safe, and updating control quickly?
