Soft skills are not usually an attribute that you typically see prioritized within the traditional physical security industry. To expand further on this topic and the Security Management article “Power Skills, the Soft Skills CSO’s Use and Cultivate Everyday” by Sara Mosqueda, hear from CSO Center member Cristen Barsi, with Qualtrics, on what you need to know as a senior security executive.
The physical security industry often brings to mind images of imposing guards, advanced surveillance technology, and robust physical barriers. While these elements are undoubtedly crucial, the effectiveness of a security operation hinges significantly on a less tangible but equally vital asset: soft skills.
Soft skills are interpersonal and communication skills that enable individuals to interact effectively and harmoniously with others. They encompass a wide range of abilities, including effective communication, conflict resolution, empathy, teamwork, and critical thinking.
While honing your skills in a variety of topics is essential to your success as a senior security executive, the less tangible skills can sometimes deliver the biggest results or changes.
As a leader, focusing on honing those soft skills, effective communication, conflict resolution and de-escalation, situational awareness, empathy, and relationship building come to mind as some of the most important yet overlooked skills sets for CSO’s to embody.
How can we practically see these applications improve our day-to-day rhythm within our roles?
Effective Communication:
- Clear and concise communication is essential for security personnel to convey information accurately across all levels of the organization.
- Active listening enables you to understand concerns, de-escalate situations, and gather critical information.
- Nonverbal communication, such as body language and tone of voice, can convey messages of confidence, calmness, and collaboration.
Conflict Resolution and De-escalation:
- Remaining calm and composed in a wide variety of situations, our organizations look to security leaders to lead the storm, manage conflicts, and prevent unmitigated risk or escalation.
- Empathy and understanding Everyone has their own journey and roadblocks. Being able to understand those with stakeholders and/or teammates will allow you to better navigate cross collaboration.
- Negotiation and persuasion skills can be used to resolve conflicts peacefully and find mutually agreeable solutions.
Customer Service and Relationship Building:
- Professionalism and courtesy are crucial for creating a positive impression and building trust with clients, visitors, and employees.
- Strong interpersonal skills enable security personnel to build rapport, establish relationships, and foster a sense of community.
As a leader, focusing on honing those soft skills, effective communication, conflict resolution and de-escalation, situational awareness, empathy, and relationship building come to mind as some of the most important yet overlooked skills sets for CSO’s to embody.
In an increasingly complex and interconnected world, the ability to connect with and understand others is more critical than ever for ensuring safety and security.
For those interested in joining the CSO Center, you can find more information here.
Cristen Barsi is the head of physical security for Qualtrics, where she leads the security operations, investigations, intelligence, protective services, crisis management and business continuity teams. In addition to her private-sector experience building security teams for hyper growth tech startups, Cristen spent almost 15 years in the hospitality industry giving her a front row seat to the value of relationships and cross functional partnerships.
