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Title / Demonstrate and apply knowledge of interpersonal communication skills in a security context
Level / 2 / Credits / 3
Purpose / This unit standard covers the basic interpersonal communication skills and knowledge required by security personnel.
People credited with this unit standard are able to:
–demonstrate knowledge of factors that may affect communication with people in a security context;
–use interpersonal communication skills to obtain and supply information in a security context; and
–be interviewed in a security context.
Classification / Security > Security Staff Services
Available grade / Achieved
Explanatory notes
1This unit standard has been developed for learning and assessment in any relevant security context, on job or off job.
2Reference
Privacy Act 1993;
and its subsequent amendments and replacements.
3Definitions
Body language – gestures, postures, and facial expressions by which people communicate non-verbally.
Relevant instructions – oral, written or electronically transmitted instructions issued to govern the performance of security tasks, duties, and responsibilities. These may be in the form of policies, procedures, manuals, directives, or legal and compliance requirements. They may relate to a particular assignment, organisation, site or operation of equipment.
Subject – party or parties other than security personnel involved in the interaction.
4Assessment range
aAssessment of Outcome 2 may be conducted in a simulated security scenario.
bIf this unit standard is being assessed off job the relevant instructions can be supplied in a simulated situation.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of factors that may affect communication with people in a security context.
Evidence requirements
1.1Describe different types of impairments in terms of the way they can contribute to communication difficulties with security personnel.
Rangeimpairments – emotional state or condition, influence of drugs and or alcohol;
and one of – psychological impairment, physical impairment, medical condition.
1.2Describe methods of communicating with intoxicated people to enhance communication in a security context.
Rangeevidence of two methods is required.
1.3Describe cultural differences in terms of how this could influence communication between security personnel and others in a security context.
Rangeevidence of two differences from two cultures is required.
Outcome 2
Use interpersonal communication skills to obtain and supply information in a security context.
Rangetwo security scenarios.
Evidence requirements
2.1Assess the subject’s body language for cues to assist communication.
Rangebody language may include – stance, projection, gestures, facial expression;
evidence of two across the two security scenarios is required.
2.2Apply techniques when approaching the subject to encourage a positive response.
Rangetechniques may include but are not limited to – friendly and confident manner, building rapport, cultural considerations, tone of voice, language used;
evidence of two techniques across the two security scenarios is required.
2.3Describe to the subject clearly the information required from them in accordance with relevant instructions.
Rangeinformation may include but is not limited to – details of security breach; descriptions of people, places, vehicles including direction of travel; description of incidents.
2.4Ask questions to obtain the information required for security purposes in accordance with relevant instructions.
2.5Use listening skills to obtain the information required for security purposes.
Rangelistening skills may include but are not limited to – active listening, allowing the other person to finish what they have to say.
2.6Identify areas of uncertainty or misunderstanding and ask further questions to clarify information obtained as required in accordance with relevant instructions.
2.7Supply information obtained to recipients in accordance with relevant instructions.
Rangerecipients may include – control room staff, team member, supervisor, emergency services staff;
evidence of two recipients across the two scenarios is required.
2.8Treat confidential or privileged information in accordance with relevant instructions.
2.9Apply body language, active listening, tone of voice and use of language to support communication in a security context.
Rangebody language may include – stance, projection, gestures, facial expression;
evidence of two types of body language is required.
2.10Interact in a way that is appropriate to the security context and the other person's needs in accordance with relevant instructions.
Rangecontext – level of formality required, location, people present;
other person's needs – impairments, cultural difference.
Outcome 3
Be interviewed in a security context.
Rangemay include – interview by police as a witness, interview by management in relation to a security matter;
evidence of one interview is required.
Evidence requirements
3.1Prepare and present relevant documentation at the interview as required.
3.2Dress and behave in a way that is appropriate to the situation in accordance with relevant instructions.
3.3Respond to interview questions accurately and concisely in accordance with relevant instructions.
3.4Seek clarification of questions as required.
3.5Use voice modulation, tone, eye contact, and body language to fit the situation and relationship to the interviewer.
Replacement information / This unit standard and unit standard 27362 replaced unit standard 21107.Planned review date / 31 December 2016
Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 20 May 2011 / N/A
Consent and Moderation Requirements (CMR) reference / 0003
This CMR can be accessed at
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMRs). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation (ETITO) if you wish to suggest changes to the content of this unit standard.
ElectroTechnology Industry Training OrganisationSSB Code 100401 / New Zealand Qualifications Authority 2018