Superior security training: What does it look like?

When choosing a security provider for your organisation, the quality of security training that has been provided make the critical difference between effective protection and using a supplier that can bring costly vulnerabilities.

Ensuring your organisation, people, and assets are safe and secure is as critical as it’s ever been. But choosing the right provider isn’t always easy. We believe it’s important that you understand what superior security training looks like and what will set one provider apart from another. So, to support organisations in making the right decisions we have prepared this guide in conjunction with our sister company and training arm, Aegis Training, to highlight the key things you should look out for.

Going beyond basic compliance

Many security companies tick the regulatory boxes when it comes to providing security services to organisations with a Security Industry Authority, or SIA as it is known (the regulator of the UK’s private security industry), licensing requirements. But exceptional providers go significantly further. Superior training programmes combine comprehensive classroom instruction with hands-on scenarios that mirror real-world challenges an organisation might face.

The core components of security training excellence

• Situational awareness and risk assessment: Well-trained security guards don’t just observe. They actively assess, anticipate, and adapt. They understand how to read environments, identify unusual patterns, and escalate appropriately before situations deteriorate. Examples of key training programmes in this area include ACT training which provides nationally approved corporate counter-terrorism assistance to assist guards in understanding and mitigating contemporary terrorist methods. Eyes Wide Open is another example of a programme that is delivered through scenario-based interviews, guidance, and re-enactments, sometimes utilising video – to help security teams recognise suspicious behaviour more quickly, understand the context of such behaviour through questions and report suspicious situations with confidence.

• Communication and de-escalation: The best security personnel can resolve conflicts without force, using skilled communication techniques. The right training emphasises verbal de-escalation techniques, professional interaction with staff and visitors, and clear incident reporting that protects an organisation its people, premises, and assets.

• Emergency response readiness: The fundamentals of first aid are a cornerstone for security training and should cover the most important components of Health and Safety such as manual handling, working at height, and fire and electrical safety. But superior training goes beyond basic first aid and covers how to work with and coordinate with emergency services, specific evacuation procedures, and crisis communication. Well training security professionals should know exactly how to respond to medical emergencies, fire alarms, or security breaches.

• Safeguarding: Safeguarding training is a key part of professional development for security professionals as they are often the first point of contact in environments where vulnerable individuals may be present – for example, in the education sector. This training equips security personnel with the knowledge and skills to recognise signs of abuse, neglect, exploitation, or other forms of harm.

• Mental health awareness: Mental health training for security guards is also key, given their frequent encounters with individuals that might be experiencing psychological distress or be in a crisis situation. Mental health training can provide security personnel with the knowledge to recognise signs of mental health conditions such as anxiety disorders, depression, psychosis, or substance abuse-related behaviours.

• Using technology to deliver great support and service: Modern security relies heavily on technology. Well-trained guards can utilise technology such as CCTV systems, access control, alarm monitoring, and online reporting tools into their daily routines to ensure that an organisation’s security is fit-for-purpose.

Sector, organisation, and scenario-specific training

Great security training addresses the specific risks of an organisation’s industry and covers specific security issues that might be posed within different types of premises or locations. For example, a retail environment demands different skills from an office building or warehouse facility. The right security provider will invest in training their security teams to adapt to the unique operational needs of an organisation, from understanding your business processes to recognising industry-specific threats.

When a security operator wins a new contract, the right providers will deliver organisation-specific inductions with ‘Discovery Days’ for an organisation’s colleagues (for example site managers or facilities managers) and the on-site security team to meet and discuss specific requirements, review organisation-specific processes, and get to know each other.

Customer service and complaints

The role of security personnel extends far beyond the traditional security functions that you might think of when you consider what they do on a day-to-day basis. In a recent article, we shared our views on how integral security personnel are in delivering excellent customer service. You can read more about this here. Here are some of the types of qualifications security guards can be trained on as part of their development and to support an organisation in delivering excellence customer service:

• NVQ Level 2 in Customer Service which provides an understanding of the importance of managing day-to-day interactions with customers sensitively, respectfully, effectively, and focusing on quality.

• Customer Service Certification which provides guards with training in effective communication, conflict resolution, and customer service skills.

• Certified Security Customer Service Professional (CSCSP) which validates a guard’s expertise in delivering exceptional customer service and managing client interactions effectively.