In order for security operations to be carried out successfully, it is essential that there is uninterrupted and clear and accurate communication between all units involved in the operation, and thus that there is effective communication between all units. One of the most critical areas in the world of private protection operations is communication, which involves constant cooperation and vital information sharing between senior managers, the team that creates the daily work schedule of the important person in need of special protection, company employees, vendors and representatives working in the field. If you have been working in the protection and security field long enough, many of you have encountered situations where the operation and its safety have been negatively impacted due to inadequate, poor, inconsistent or a complete lack of communication.

It is vital that planners coordinate how information will be shared between all the entities involved in the security operation, what kind of information will be shared and where, how, when and through what means of communication before the operation begins. It is important to take into account the fact that many security operations involve a large number of people and different companies at different levels of hierarchy, and that many companies tend to be extremely secretive about information about the operation. It is therefore important to remember that failing to communicate properly will not only create more risk, but also create confusion that does not allow for a smooth operation. The problems I have just mentioned are not only experienced by those secondarily involved in the operation, but also by the close protection personnel themselves. We must remember that the protected person needs a comfort zone and should not be disturbed by your lack of communication skills or the problems that arise, nor should their daily schedule be negatively affected.

Means of communication

There is a common misconception that agents use walkie-talkies and other high-tech devices in all close protection operations. In reality, most close protection agents are required to either keep a low profile or not use radios depending on their proximity to the protected person, so they must rely on and use cell phones for most of their detailed communication needs. Using a cell phone may seem like an easy means of communication, but it has its drawbacks.

Nowadays, we commonly use public chat applications to communicate for our operational needs. Some of the most used and popular platforms are Signal, Telegram, Wickr Pro and Threema. The majority of our colleagues use and continue to use WhatsApp. There have been numerous data breaches and leaks, as well as disruptions related to “system shutdowns”, which is why many close protection personnel panic and want to quickly find an alternative communication system. But no matter how serious the problems with 2 Mahir Eser PhD Student, Security Consultant, Occupational Health and Safety Specialist E-mail : info@globalguardsolutions.com

WhatsApp are, when people get too used to a product, they are less willing to give it up in favor of a more secure alternative. Because change means you have to learn how to use something new from scratch and start again. However, when we want to use a different and more secure platform, there is resistance from protected customers as well as other companies we serve. So we have to agree to use WhatsApp at the request of all the units involved in protection security operations, but we can use other platforms privately among our own staff.

Remember that when using a third-party app like WhatsApp, Telegram, Signal, you can never control the security of the information you share. None of these apps are and will ever be completely secure. Therefore, when making a decision, you should be sensitive to who has fewer privacy issues, in which country the app you are using was created, what is your customer’s relationship with the country where the app was created (could the creators of this app be targeting your customer? Make a careful choice based on what your operational needs are and make sure you are always on top of the latest changes (socio-political, geopolitical and corporate changes) that could affect the risk to your customer. There are also paid work chat apps or business apps built for workplace and personal messaging that promise a more secure environment, but keep in mind that such apps can be decrypted.

It is also necessary to thoroughly examine the available functionalities and capabilities of each platform. What are your needs or requirements? Will you use large group chats? Will you and a group of any size be able to use voice messaging? Will you be able to send small packets of information through the groups you have set up (pictures of key contacts, command vehicles, on-site location pictures for incoming teams or progress, etc.) These are just a few of the features that operational teams use all the time, and finding the right platform for your team’s needs and unique requirements is critical. Protection personnel involved in the operation should reset their smartphone to factory settings at least once before the operation to ensure that it is free of suspicious software and that only the agreed application is installed on the phone. This will prevent data leakage. Close protection personnel should be warned not to use other social media applications during the operation. They should be asked not to have more applications or sites open on their personal devices at the same time than absolutely necessary. If possible, fewer “moving parts” is always better.

Information Meetings

We all know how important briefing meetings are in our work. As a team leader, you are not the only one who may have information that needs to be passed on to the group. Allow team members to speak and ask questions to avoid problems later on.

Communication Briefings are designed to quickly and effectively provide the necessary information about a client, detail, events or entities and how they interact. In addition, close protection agents receive information on how to carry out specific instructions or about corrections/incentives or changes needed to fulfill their tasks. Everyone involved will be informed about the current risks and key threats in the areas in which they will operate, all on the same page.

Debriefs are equally important as they give the team the opportunity to re-share the information they have gained throughout the day, identify any issues, discuss risks, actions to be taken in the face of potential setbacks, improve communication between team members and provide any additional support or guidance depending on the situation. It can also include discussions about changing tactics for the next operational day if necessary due to new information inputs gathered. And if there is really nothing to report at the end of any time period, take the opportunity to boost morale and congratulate the team for a job well done. Remember, while we work hard to stay out of 3 Mahir Eser PhD Student, Security Consultant, Occupational Health and Safety Specialist E-mail : info@globalguardsolutions.com

sight and out of mind, that in no way means we don’t need encouragement from time to time.

Information flow

During a protection operation, there is crucial information that needs to be transferred between the parties involved (according to their responsibilities) and representatives on the ground. For a number of reasons, some people designated as operations managers appear to be apprehensive about asking the necessary questions of the protected person or of those entrusted to act on their behalf.

This apprehension often stems from their own insecurity about what they want to ask, fear of receiving a negative response to their request, or simply not knowing what to ask. Insecurity about what to ask is a skill acquired over time. Fear of a negative response can be linked to a desire for acceptance or for the customer to like them. We all know that what is best for the client’s safety and family security may not be exactly what THEY want… Be prepared to patiently and thoroughly explain the rationale behind the questions and resulting decisions. When you receive a request to provide protection services, you must ensure that any specific information necessary for the success of this detail is immediately obtained from the client and promptly communicated to the representatives on the ground. Protection staff are often on short-term assignments and may have to start with little or nothing about the client, sometimes not even very basic information about the work itself. There may be moments when the protected persons’ idea of what they want can change from second to second. But there is still certain information that needs to be communicated to agents. This is a natural need to set your team up for success. In order to plan ahead, make successful progress and reduce or even eliminate risk levels, you need to have as much information as possible and communicate it in the right way.

There are definitely two sides to the information flow. As protection personnel in the field react in real time during any situation, they are actively aware of new information that needs to be passed on to the operations manager or responsible person. This must be done in a consistent manner. This is critical for operational effectiveness. However, we all know that there is a member of the team who will put out every little scrap of information that he/she thinks is relevant to the mission, relaying all unnecessary details to the operations officer, all the while unwittingly clogging the communication channel of the entire team, creating information pollution and preventing the protection personnel in the field from focusing on their responsibilities. Such people should be warned immediately. It should not be forgotten that the operation has started, it is not show time, it is time to focus on the purpose. Always keep this in the back of your mind… When communicating with your teammates or relaying vital information to the operations officer, keep it short. Short and concise… Just the facts…

Documentation

After the experience gained in this sector, we can say that documentation is very important (and will save you one day!). If you are a close protection agent and you are part of the team, it doesn’t matter if you send your information throughout the day and verbally communicate with your teammates, with the protected person’s organization officials. You should keep a daily report at the end of each shift or at the end of the operational day. Your own daily report. In simple words, your own “diary”. While we have talked about communication throughout this article, this is the most important form of communication you can use. It is literally your communication with the future. We know this sounds a bit “weird”, but hear us out. At any point in the future, you may be asked to describe a critical day, event or occurrence, and it could be the difference between a secure or insecure situation Contract or no contract… Employment or unemployment… A small detail that will be the deciding factor between simplicity and seriousness. And the fact that you keep a detailed record of your daily activities will be the single factor that makes the difference in your working life. Because the information that you (or others during the shift) may or may not have reported or documented, or the events 4 Mahir Eser PhD Student, Security Consultant, Occupational Health and Safety Specialist E-mail : info@globalguardsolutions.com

of the day that may or may not have been recorded or not recorded, or special customer requests, will absolutely depend on the accurate reporting and documentation that you and your team keep. As part of our job is to prepare for and prevent the worst, keeping your own diary/documentation means protecting yourself and the decisions you or your team make on the job in case you are questioned or called upon for an explanation. It will help you tell your side of what happened and why you made the decisions you did, what the customer requests were and how you responded. The easiest way to do this is to send yourself an email at the end of your shift. The time and date (due to the email) will be recorded, as well as the information you will clearly include.

Throughout the history of human interaction, there is one undeniable truth. To survive, we must communicate. Every decision moment in history has been built on communication. Banners, signs, signal fires, telegraph messages, Morse code, Enigma, emails, the satellite boom… All based on the need for communication. We have to be true professionals in our craft and with that necessity comes the critical need to communicate what we know, what we see, where we are… The list goes on and on. Now, we know that this article only covers the basics when it comes to communication and we realize that. But the points we make in this article are a few of the “little things” that come up too often in any detail, and these are the most often abused, overlooked and neglected aspects of what we consider to be a crucial part of a successful operation in close protection. How we communicate. When we are able to disseminate information properly, effectively, accurately, safely and quickly, all other aspects of our mission will fall into place.