In which situations should security personnel prioritize listening over speaking during an interview?

Prioritizing listening over speaking during an interview is essential when the objective is to gather as much information as possible. When security personnel adopt a listening-first approach, it allows them to fully understand the context and details of the situation. This technique fosters an environment where the individual being interviewed feels comfortable sharing their thoughts, feelings, and experiences.

Active listening involves not just hearing the words spoken, but also paying attention to non-verbal cues such as body language and tone. By focusing on listening, security personnel can identify key details, inconsistencies, or emotional cues that are critical for assessing the situation accurately. This practice contributes to a more comprehensive understanding, which is instrumental in making informed decisions regarding safety and security.

In contrast, situations that might require speaking more, such as when a guest is being uncooperative, clarifying policies, or providing instructions, tend to focus on guiding or directing the conversation rather than extracting information. In these cases, while listening is still important, the priority shifts to ensuring understanding and compliance, rather than gathering information.