SOFT SKILLSFOR

AIRPORT SECURITY PERSONNEL

Maj. Gen. Nilendra KumarDirector

Amity Law School, Noida

Airport security personnel are entrusted with security of passengers, crew & equipment, aviation security, safety of premises and over all a secure environmental.

As such they come in contact with and have to deal with a large number of persons.

Further, they have to interact with their own colleagues.

Their output would be seriously hampered by tension, pressure, conflict and disputes.

Prolonged duty hours can lead to frayed tempers.

Passengers would rarely thank or compliment but are prone to complain, argue or talk back.

Aim should be service with a smile

This brings in a need for proficiency in soft skills.

SOFT SKILLSSOFT SKILLS

Soft skills are personal attributes that enhance an individual’s interactions, job performance and career prospects.

Soft skill is a term often associated with a cluster of personality traits social graces, communication, language and personal habits etc.

AIR PASSENGERSAIR PASSENGERS

Special features :-1.Can afford air travel or are entitled to

it.2.Their movement required urgency.3.Knowledge of foreign languages by

security personnel may frequently arise.

Lack of sensitivity or high handedness act could have serious fall out.

Even in other situations

Example of single incidents creatinglarge disputes :-Police action at midnight against

Nigerian woman with AAP workers.Treatment of Indian Diplomat in US.Killing of a NE student in Lajpat

Nagar, New Delhi.

IMPLICATIONSIMPLICATIONS

1. Lapse can have adverse relations internationally.

2. Human Rights fall out.3. Can affect airline business.

SECURITY AT AIRPORTSSECURITY AT AIRPORTS

No scope for compromise or laxity

At the same time show tact and maturity. Be polite.

Remember you are an ambassador of your country.

NOT TO FORGET

You are there because of the passengers. It is not the other way around.

Simply being good at security functions is not good enough.

You have to convey an image of efficiency, courtesy and good behaviour.

This can be acquired by careful and continuous training and practice of soft skills.

Such a skill cannot be acquired overnight.

It calls for a continuous and cultivated efforts.

Relevance of soft skills in this regard1. Communications2. Human relations3. Body language4. Positive traits5. Self control

Develop an elaborate list of Do’s and Don'ts

AVOIDAVOID

BiasPrejudiceImpatienceAngerIndifferenceDelay

Don’t discriminate or show partiality

Cut down your prejudices on account of :RegionCasteReligionLanguageSexAny such consideration

Accord special care :

1.Sick and wounded2.Elderly3.Unaccompanied minor4.Woman 5.Physically challenged

COMMUNICATION SKILLCOMMUNICATION SKILL

Body language should be positiveDon’t frownMaintain eye contactAppear helpfulLook friendlyDon’t point a finger

VERBAL COMMUNICATIONVERBAL COMMUNICATION

1. Simple text2. Short sentences3. Positive stance4. No use of offensive words

Be polite with your eyes

While on duty show application of mind and concern, where required.

In case of delay, intimate reason(s)

INTIMATE REASON(S)INTIMATE REASON(S)

For example, point out in case of any inordinate delay, the reason

such as system failure, or need for special check.

You can be firm but polite

Seek feedback and suggestions for improvement.

Portray an image of :

EfficiencySympathyCourtesy

Try to cultivate a working knowledge of other languages.

Even skill of sign language may be helpful at times to convey your message.

Don’t argue or fight with your colleagues in the presence or hearing of passengers.

WHEN ASKED

Point location of :Rest roomsPrayer placeMedical assistanceRestaurantsExit

Institute genuine system of grievances redressal.

Remember!

There is always a scope for self improvement.