from YAPRap April 2005
by Garner Clancey & Mick Huggett
This article reflects the trials and tribulations we have experienced in developing and delivering training to shopping centre security guards.
In the last nine months we have trained well over 150 personnel in Preventing Conflict with Young People. While we have both had previous experience training police, teaching at universities and have been involved in various other training programs, we have gained a great deal through this project. Many of our preconceived ideas have been seriously challenged along the way. The training has been continuously revised in response to lessons learned each and every session. As such, we hope that some of our experiences (including mistakes) will help those of you required to deliver training to groups outside the youth sector.
The Need for Training
Much has been written in recent years about conflict between young people and security guards, particularly in shopping centres. Various reports have identified the limited training provided to security guards on preventing conflict with young people. The joint National Crime Prevention and Foundation for Young Australians Report, Public Spaces for Young People recommended that security guards undertake "specialised training which might include information about youth issues, skills such as interpersonal communication, and learning about alternative dispute resolution techniques" (White, 1998: 11). A report commissioned by YAPA into the experiences of both young people and security guards found that "security officers often lacked an understanding of adolescent culture/s and adolescent development" (Turner and Campbell, 1999: 10). Turner and Campbell then recommended training for security guards, covering adolescent development, communication skills, customer service and include a practical on-floor segment (1999: 11).
The First Step - Self-Paced Learning Package
In response to these recommendations and the limited available training in this area, we developed a self-paced learning package for shopping centre security guards. While the self-paced learning package does provide a useful resource (we hope), particularly for organisations with limited access to training budgets, face-to-face training was always going to be a superior medium to deliver this information.
Face-to-Face Training
We have now delivered training to in excess of 100 shopping centre security guards in NSW, Queensland and Victoria, as well as to a small number of rangers and leisure centre staff. Given the short time generally available for training (four to six hours), particular attention is given to understanding young people (including adolescent development), understanding aggression and preventing conflict. Teaching strategies have included role plays, small groups exercises, various written exercises and activities, all of which are complemented by a video component, which features a series of practical scenarios developed in consultation with young people and shopping centre security in western Sydney. All participants receive a training preparation package (a small package designed to orient participants to the training), a training workbook to complete during the training, a summary of key material through a notebook card (i.e. a small card containing key information which guards can keep on their person during their shifts) and access to the self-paced learning package at the conclusion of the training, ensuring that the time in the training room is maximised.
The diversity of teaching techniques employed in the training reflects adult learning principles. Repeated opportunities are provided for participants to share their knowledge and expertise with other participants, in recognition of the experience that guards bring to the training. By encouraging sharing of information within the group, we have found that more experienced guards help less experienced guards. We then become facilitators rather than the 'experts'. This approach has been critical to making guards feel comfortable in the training. Overcoming the perception that we are going to 'preach' to the guards has been critical to having our messages heard.
Some Positive Feedback
Evaluations are completed after the training and we are currently developing procedures to assess the impact of the training on performance in the workplace. Analyses of training evaluations completed by over 70 shopping centre security guards reveal the following:
- 92% strongly agreed or agreed that the training was enjoyable
- 95% strongly agreed or agreed that the training was well organized
- 99% strongly agreed or agreed that the facilitators knew what they were talking about
- 90% strongly agreed or agreed that they had a better understanding of young people having completed the training
- 90% strongly agreed or agreed that the training was relevant to their role
Some participants stated the following when provided with opportunities to provide any further comments:
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I found they were clear and decisive
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informative, interesting, relaxed style
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it's good they have been on the other side
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no, thought the session is long overdue in regards to youth issues
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professional, humorous, informative
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should be more
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should do it once a year for refreshing
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the guys knew what they were talking about and did a good job explaining things
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the knowledge of the 2 facilitators appeared to be above and beyond my expectations. I was truly grateful to have shared this with myself and my staff
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v. good - clear, concise, professional, broad knowledge
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very comprehensive and well done guys
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very informative
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well presented, more training of similar type - very often in groups.
Possible reasons for the promising results
The evaluations suggest that the training is now proving relevant and beneficial to shopping centre security guards (and others for whom the training has been delivered). We believe that this has been achieved through the development of relevant materials, including the video on young people and shopping centres, and ensuring that all aspects of the training are specifically relevant to the location of the participants. Along the way, numerous valuable lessons have been learned about how best to train security guards. Some of these lessons include:
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Training must be directly relevant. It is not good enough to provide generic training and encourage participants to apply it to their environment. Every example, scenario and resource (where possible) should be industry, and if possible, site specific.
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Unsurprisingly, practical aspects of the training receive the greatest response. Didactic training is of little interest to a group who tend toward being practical and operationally-focused.
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The sequencing of information is critical. On occasion, guards have seemingly attended the training expecting to be criticised for their actions toward young people. Overcoming this expectation by focusing on strategies that will help guards prevent conflict and that help to keep them safe appears to have helped defuse any potential hostility toward the training content.
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Shopping centre security guards, in the main, have been motivated to learn more about how to work effectively with young people and how to prevent conflict. Proving opportunities to share information, providing relevant 'new' information and assuming a non-judgmental approach have helped to have our messages heard.
We believe that these are just some of the crucial considerations to achieving our goals - a reduction in conflict between security guards and young people. While on occasion the temptation might be to take a more confronting approach, it is our experience that the key messages get lost because people are unwilling to listen if they feel that they are being judged. By listening and acknowledging the difficult jobs that guards have, we hope and believe that guards are prepared to hear what we have to contribute.
Assessing the Impact
While the positive evaluation information listed previously is pleasing, the true test will come when assessing impact on workplace performance. We are in the process of designing mechanisms for follow-up with training participants some three months after completion of the training. Reviewing application of the training in the workplace will determine the true effectiveness of our materials and training.
More information
If you would like any information about this training or our experiences in developing and delivering the training, please do not hesitate to contact Garner Clancey at www.chdpartners.com.au or via garner@hn.ozemail.com.au
References
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White, R. (1998) Public Spaces for Young People: A Guide to Creative Projects and Positive Strategies , National Crime Prevention and the Foundation for Young Australians, Commonwealth Attorney General's Department, Canberra.
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Turner, S. and Campbell, S. (1999) Consultation with Young People and Security officers - Report , Youth Action and Policy Association / Western Sydney Public Space Project, Sydney.
