Security supervision and management : the theory and practice of asset protection 3rd ed

Table of Contents Introduction Intro I Dedication xxvii Intro II Foreword xxix Intro III Acknowledgments xxxiii Intro IV Introduction xxxv Intro V Protection Officer Code of Ethics xxxix Unit I Security and Asset Protection Principles 1 Unit I–1 Evolving a Discipline of Security 3 Martin Gill Unit I–2 The Future of Security 11 David L. Ray and Christopher A. Hertig Unit I–2 APPENDIX: The Future of Security Training 21 Jeffrey A. Slotnick Unit I–3 Key Terms and Concepts 27 Robert Metscher Unit I–4 Explaining Crime: Contemporary Criminological Theory 35 Whitney D. Gunter Unit II Human Resource Management 49 Unit II–1 Recruitment and Retention of Security Personnel: Understanding and Meeting the Challenge 51 Christopher A. Hertig, Bryan Kling, and Michael Dannecker Unit II–2 Security Personnel Selection 63 Inge Sebyan Black Unit II–3 Supervisory Characteristics and Expectations 67 Mavis Vet and Charles T. Thibodeau Unit II–4 Evaluation of Uniformed Protection Offi cers 71 Ronald R. Minion Unit II–5 Employee Motivation Theory and Application 79 Eric Webb Unit II–6 Employee Discipline: Policy and Practice 85 Brion P. Gilbride, Michael J. Apgar, and Todd Staub Unit II–7 Human Reliability 97 Martin Hershkowitz Unit III Supervision 103 Unit III–1 Personnel Deployment 105 Inge Sebyan Black Unit III–2 Dealing with Diffi cult Employees 109 Ivan E. Pollock Unit III–3 The Supervisor’s Role in Handling Complaints and Grievances 113 Inge Sebyan Black and Christopher A. Hertig Unit III–4 Unethical Acts by Security Officers 117 Neal E. Trautman Unit III–5 Interpersonal Communications 123 Guy A. Rossi vi TABLE OF CONTENTS Unit IV Training and Development 129 Unit IV–1 Training: Strategies, Tactics, and Challenges for Protection Managers 131 Christopher A. Hertig Unit IV–2 Orientation for Security Offi cers 149 David H. Naisby Unit IV–3 Staff Training and Development 155 Charles T. Thibodeau Unit IV–4 Curriculum Design 165 Daniel R. Baker Unit IV–5 Professional Certifi cations: Milestones of Professionalism 173 Inge Sebyan Black and Christopher A. Hertig Unit V Management and Leadership 183 Unit V–1 Evolution of Management 185 Christopher L. Vail Unit V–2 Time and Stress Management 191 Charles T. Thibodeau and Eric L. Garwood Unit V–3 Project Management: An Overview 197 Franklin R. Timmons Unit V–4 Company Policy and Procedures: The Security Supervisor’s Primer 203 John T. Brobst, Jr. Unit V–5 Total Quality Management 211 Tom M. Conley Unit V–6 Leadership for Protection Professionals 219 Christopher A. Hertig, Michael McGough, and Sean R. Smith Table of Contents vii Unit VI Risk Management and Emergency Management 241 Unit VI–1 Risk Management 243 Johnny May Unit VI–2 Why Accidents Happen: The Theories of Causation 253 Whitney D. Gunter Unit VI–3 The Supervisor’s Role in Safety 261 Randy W. Rowett and Christopher A. Hertig Unit VI–4 Workplace Violence 269 Inge Sebyan Black and David A. Black Unit VI–5 Critical Incident Management in the Post-9/11 Era 275 Ernest G. Vendrell and Scott A. Watson Unit VI–6 Supervising During Emergencies 289 Brion K. O’Dell Unit VI–7 Supervising During Special Events 293 Christopher Innace Unit VI–8 Security and Medical Response 303 David W. Hill Unit VI–9 Outsourcing in Security 309 Christopher A. Hertig and Rolland G. Watson Unit VI–10 Internal Loss 317 Christopher A. Hertig, Robert Metscher, and Whitney D. Gunter Unit VII Physical Security and Technology 327 Unit VII–1 Security Systems Design and Evaluation 329 Mary Lynn Garcia viii TABLE OF CONTENTS Unit VII–2 Statistical Analysis 351 Whitney D. Gunter and Patricia A. O’Donoghue Unit VII–3 Security Technologies 361 Henry C. Ruiz Unit VII–4 High-Technology Theft 371 Cole Morris Unit VII–5 Designing Operations Control Centers 377 Colin Best Unit VIII Investigation 385 Unit VIII–1 Managing Investigations 387 Robert Metscher Unit VIII–2 Developing Report Writing Ability in Subordinates 399 Christopher A. Hertig Unit VIII–3 Testifying in Court 403 Christopher L. Vail Unit IX Customer, Client and Community Relations 409 Unit IX–1 Customer Service and the Protection Offi cer: Guidelines to Achieving Excellence 411 Randy J. Rice Unit IX–2 The Supervisor’s Role in Improving Customer Service 419 Christopher A. Hertig Unit IX–3 Tenant Relations 425 Glen Kitteringham Table of Contents ix Unit IX–4 Uniforms and Image Projection for Protection Forces 439 Megan Bupp and Matthew Bietsch Unit IX–5 The Relationship Between Marketing and the Security Function 445 Benn H. Ramnarine, Ramdayal K. Ramdeen, Christopher A. Hertig, and Jimmy Wilson Unit IX–6 Crime Prevention and Community Relations Strategies 453 Mark Gleckman and Christopher A. Hertig Unit IX–7 Public–Private Sector Liaison Programs 467 Brion P. Gilbride Unit X Legal Aspects 473 Unit X–1 Legal Aspects of Security 475 Christopher A. Hertig Unit X–2 Managing/Supervising to Reduce Liability 505 Steven R. Ruley Unit X–3 Sexual Harassment 515 Brion P. Gilbride x TABLE OF CONTENTS