What professional knowledge does a security captain need to complete his job?

Security basics \x0d\ 1. The concept and characteristics of security management \x0d\x0d\ (1) The definition of security management \ x0d \ Security management is a series of management activities carried out by property management companies to prevent theft, sabotage, hooliganism and disasters, with the aim of ensuring that the property in the property area managed by the property management company is not damaged and people are not harmed. Safety management plays an important role in modern property management, which ensures that owners and users live and work in peace and contentment, lays the foundation for social stability and is an important element of successful property management. \ x0d \ x0d \ (II) Characteristics of safety management \x0d\ 1, which is comprehensive and difficult to manage. \x0d\ 2。 Strong service. \x0d\ 3。 The quality of personnel is high. \ x0d \ x0d \ (3) Basic code of ethics for security guards \x0d\ 1. The Regulations on the Administration of Security Services in Guangdong Province was adopted at the ninth meeting of the Standing Committee of the Ninth People's Congress of Guangdong Province on April 2, 1999, and came into force on July 0, 1999. \x0d\ x0d \ 2。 Significance of the Regulations \ x0d \ Strengthen the management of security service organizations and security guards, standardize security service behaviors, make them give full play to the role of security services, and assist public security organs in maintaining social order. \ x0d \ x0d \ 3。 Safety professional ethics \ x0d \ a. Love and respect their jobs; B, obey the law and dare to protect the law; \x0d\ C, regardless of gains and losses, be brave in dedication; D, civilized duty, be polite to others; \x0d\ E, honest and selfless \ x0d \ x0d \ 4. What are the appointment principles of security guards \x0d\A, the principle of having both ability and political integrity; B, pay attention to achievements and encourage competition; \x0d\C, talent is the only way to lift, and quantity is useful; D, bold promotion and bold use \ x0d \ x0d \ 5. The basic qualities that security guards should have in practical work \x0d\A, political quality-political reliability, qualified thinking and good professional ethics. \x0d\B, professional quality —— Understand general relevant legal knowledge, have solid basic knowledge of security business, and have keen observation thinking and adaptability. \x0d\C, cultural quality-able to complete the duty record, on-site security record, writing work summary, asking for instructions, investigation report, work briefing, etc. \x0d\D, physical fitness-security work is full of dangers, and it is often necessary to prevent crimes and stop illegal infringement. Therefore, it is required to have good physical fitness and be able to fight, and the front-line duty personnel should not be too old. \x0d\6。 Basic requirements for security guard management: \ x0d \ a. Adhere to the combination of legal management and scientific management; \x0d\B, adhere to the combination of strict and civilized management; \x0d\C, adhere to the combination of general ideological and political work with the actual situation of security guards. \x0d\\x0d\7。 Management by objectives of safety work: quantify the safety work, then decompose the quantified indicators and implement them layer by layer, operate around these objectives, establish a responsibility system, and effectively control the safety work. \x0d\\x0d\8。 Nature of security service: it belongs to the tertiary industry, special service industry and has the nature of enterprise. \ x0d \ x0d \ Conditions for establishing a security service organization: \x0d\( 1) full-time management personnel \x0d\(2) fixed office space \x0d\(3) a certain number of security personnel \x0d\(4) sound management system and reward and punishment system \ x0d. \x0d\(2) First, there must be a "work target" to decompose the work target. \ x0d \ x0d \ 10 and security function \x0d\( 1) Security functions can be divided into management type and service type. \x0d\(2) Management can be divided into on-duty patrol, monitoring, internal security, fire control and abnormal situation handling. \x0d\(3) Services can be divided into consulting and answering, providing services within one's power, handling complaints and establishing one's own image. \x0d\ x0d \ 1 1, basic principles of security work \x0d\( 1) principle of on-site elimination \x0d\(2) principle of unified command \x0d\(3) standardized management and programmed operation \ x0d \ (7) 12, knowledge that a property safety officer should possess \ x0d \ (65433x0d \ c. Expected management \ x0d \ d. Secondary decoration \ x0d \ e. Completion acceptance \ x0d \ f. Relocation of goods \ x0d \ g. Occupancy \ x0d \ X0d\ 13, post service knowledge and civilized expressions 65438 65438x0d (1) Service definition: the contact activities between suppliers and customers and the results generated by internal activities of suppliers. \x0d\ Customer: the receiver of the products provided by the supplier. Product: the result of an activity or process. \x0d\\x0d\(2) How to serve well: Learning to serve means learning to be a man and be kind to others; It is difficult to be a man, because everyone has his own mentality. The twelve-character policy of service work: courtesy, friendliness, optimism, enthusiasm, patience and equality. \x0d\\x0d\(3) Smile. Smile when customers come to you; Smile from the heart when making eye contact with the other party, which will create an equal and relaxed conversation environment and achieve "confidence, friendliness and optimism" \x0d\\x0d\(4) How to show the quality of employees \x0d\A, and be friendly when greeting customers. \x0d\B, timely response to customer requirements. \x0d\C, if you meet an unhappy customer, show them concern. \x0d\D, when explaining the situation, make eye contact with customers directly; \x0d\E, greet customers with greetings such as "good morning" or "good afternoon"; \x0d\F During the conversation, the customer's name must be used at least twice. \x0d\G, the security guard is a competent waiter when dealing with guests, and a civilized and polite administrator when dealing with uncivilized behavior. \x0d\\x0d\(5) Basic requirements of service: "Please be the first word and never leave a word". \x0d\(6) "The customer is always right" In order to avoid conflicts and disputes with the customer, if the customer is wrong, please agree that the customer is a friend. \ x0d \ x0d \ 14。 What services are there in practical work? \x0d\( 1) Smile service-smile from the heart, don't put your emotions into your work. \x0d\(2) Courtesy service-courtesy, courtesy, standard key language, elegant speech, correct behavior and good manners. \x0d\(3) Patience service-never tire of asking and doing, patience service can win the trust of the other party. \x0d\(4) Thoughtful service-responsive, considerate and comprehensive. \x0d\(5) Commitment to service-Only commitment can win the trust of customers, and only commitment can better supervise the work of employees. \x0d\(6) Follow-up service-track and handle the complaints and reports of owners and customers in time, and feed back the results to each other in time. \x0d\ (7) Matters needing attention in service work \x0d\☆ Don't imitate others' language, tone and dialogue. \x0d\☆ Don't get together to chat and talk loudly \x0d\☆ Don't shout at others, talk with more than three people, and use mutually understandable language \x0d\☆ Don't refute, satirize and dig at the owners/tenants and customers with any excuse \x0d\☆ Don't make too many jokes x0d ☆ Don't say anything that will damage the company's image \x0d. ☆ A person's life is in service ☆ X0d ☆ Everyone is doing service ☆ X0d ☆ Everyone is enjoying other people's services while providing services ☆ X0d ☆ (9) Learn to refuse customers reasonably ☆ X0d ☆ Euphemistic refusal ☆ X0d ☆ Reasons for proper design ☆ ☆ X0d ☆ ☆. \x0d\ 1。 Under the direct leadership of the Security Department, the security guards directly manage the residential property and are responsible for the immediate interests of the company. There are also owners (tenants). \x0d\3。 Protect the property safety of the company and maintain the normal order of the service place. \x0d\4。 Protect the scene of criminal and public security cases or disasters and accidents in Garden Community, and maintain the order at the scene. \x0d\5。 Hand over the current criminal suspect to the public security organ. \x0d\6。 Do a good job in fire prevention, theft prevention, destruction prevention, robbery prevention, safety prevention and other safety precautions in the garden community. \x0d\7。 Constantly improve service awareness, warmly receive the guests of the owners (residents) and accept all inquiry services. \x0d\8。 Implement 24-hour all-weather service, accept any complaints from the owner warmly and politely, make records and convey them to the corresponding departments in time. \x0d\9。 Responsible for the management of people and things within the jurisdiction of the residential area, including the owners' (residents') illegal behaviors, such as parking vehicles, carrying out indoor decoration without approval, piling up sundries illegally, dumping garbage, illegally installing anti-theft nets, trampling, occupying green space, damaging, scribbling garden architectural sketches, jumping, pasting, hanging, setting up billboards, gathering people to make noise, disturbing the people with noise and other hazards. Stop and deal with violations such as misappropriation of fire water. And prevent and stop quarrels and fights in the community. \x0d\ 10。 Responsible for patrolling every part of the community to make it in a good, clean and safe state, and handle problems in time or report them to the competent department for handling. \x0d\ 1 1。 Be civilized on duty, be polite to others, and patiently persuade the owners (residents) to abide by the various management regulations of the community. \x0d\\x0d\ (II) Authority of security guards \ x0d \ x0d \ The authority of security guards refers to the scope of power given to security guards by relevant laws and regulations to realize relevant duties. \x0d\ Its authority is: \ x0d \ x0d \ 1. It has the right to arrest and hand over active criminal suspects to public security organs, but it has no right to detain, imprison, interrogate, confiscate property or impose fines. \x0d\\x0d\2。 For criminal and public security cases in the Garden Community, they have the right to protect the scene, protect evidence, maintain order and provide information related to the case, but they have no right to conduct on-site investigation. \x0d\\x0d\3。 According to the regulations, discourage or stop unauthorized personnel and vehicles from entering the security area. \x0d\\x0d\4。 According to the relevant regulations of the company, the personnel, vehicles and articles carried and loaded in and out of the service area are verified and inspected, but there is no personal inspection right. \x0d\\x0d\5。 In case of criminals who refuse to stop or even take revenge while on duty, they can take legitimate defense according to law. \x0d\\x0d\6。 Carry out legal publicity, assist the owner to do the "four precautions" and implement various safety measures. If unsafe factors are found, assist the owner in rectification. \x0d\\x0d\7。 Suspects who illegally carry dangerous goods such as robbery and ammunition have the right to inspect and monitor them and report them to the local public security organs for handling. \x0d\\x0d\8。 Those who violate public security regulations have the right to dissuade, stop, criticize and educate, but have no right to punish. \x0d\\x0d\9。 Have the right to stop illegal and criminal acts, but have no right to punish and decide. \x0d\\x0d\ (3) Security guards are prohibited from engaging in the following acts: \ x0d \ x0d \ 1. Obstructing state staff from performing official duties according to law; \ x0d \ x0d \ 2。 Illegally depriving or restricting the personal freedom of others; \ x0d \ x0d \ 3。 Fines or confiscation of property; \x0d\\x0d\4。 Seizing other people's certificates or property; \x0d\\x0d\5。 Abuse, beat others or instigate others to beat others; \ x0d \ x0d \ 6。 Handling civil, economic or labor disputes; \ x0d \ x0d \ 7。 Other acts that violate the law.