NZQA registered unit standard
27357 version 1
Page 1 of 5
Title
Demonstrate and apply knowledge of interpersonal communication
skills in a security context
Level
2
Purpose
Credits
3
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
1
This unit standard has been developed for learning and assessment in any relevant
security context, on job or off job.
2
Reference
Privacy Act 1993;
and its subsequent amendments and replacements.
3
Definitions
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.
4
Assessment range
a Assessment of Outcome 2 may be conducted in a simulated security scenario.
b If this unit standard is being assessed off job the relevant instructions can be
supplied in a simulated situation.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27357 version 1
Page 2 of 5
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of factors that may affect communication with people in a security
context.
Evidence requirements
1.1
Describe different types of impairments in terms of the way they can contribute
to communication difficulties with security personnel.
Range
1.2
Describe methods of communicating with intoxicated people to enhance
communication in a security context.
Range
1.3
impairments – emotional state or condition, influence of drugs and
or alcohol;
and one of – psychological impairment, physical impairment,
medical condition.
evidence of two methods is required.
Describe cultural differences in terms of how this could influence
communication between security personnel and others in a security context.
Range
evidence of two differences from two cultures is required.
Outcome 2
Use interpersonal communication skills to obtain and supply information in a security
context.
Range
two security scenarios.
Evidence requirements
2.1
Assess the subject’s body language for cues to assist communication.
Range
2.2
body language may include – stance, projection, gestures, facial
expression;
evidence of two across the two security scenarios is required.
Apply techniques when approaching the subject to encourage a positive
response.
Range
techniques 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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
2.3
27357 version 1
Page 3 of 5
Describe to the subject clearly the information required from them in
accordance with relevant instructions.
Range
information may include but is not limited to – details of security
breach; descriptions of people, places, vehicles including direction
of travel; description of incidents.
2.4
Ask questions to obtain the information required for security purposes in
accordance with relevant instructions.
2.5
Use listening skills to obtain the information required for security purposes.
Range
listening skills may include but are not limited to – active listening,
allowing the other person to finish what they have to say.
2.6
Identify areas of uncertainty or misunderstanding and ask further questions to
clarify information obtained as required in accordance with relevant instructions.
2.7
Supply information obtained to recipients in accordance with relevant
instructions.
Range
recipients may include – control room staff, team member,
supervisor, emergency services staff;
evidence of two recipients across the two scenarios is required.
2.8
Treat confidential or privileged information in accordance with relevant
instructions.
2.9
Apply body language, active listening, tone of voice and use of language to
support communication in a security context.
Range
2.10
body language may include – stance, projection, gestures, facial
expression;
evidence of two types of body language is required.
Interact in a way that is appropriate to the security context and the other
person's needs in accordance with relevant instructions.
Range
context – level of formality required, location, people present;
other person's needs – impairments, cultural difference.
Outcome 3
Be interviewed in a security context.
Range
may include – interview by police as a witness, interview by management in
relation to a security matter;
evidence of one interview is required.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27357 version 1
Page 4 of 5
Evidence requirements
3.1
Prepare and present relevant documentation at the interview as required.
3.2
Dress and behave in a way that is appropriate to the situation in accordance
with relevant instructions.
3.3
Respond to interview questions accurately and concisely in accordance with
relevant instructions.
3.4
Seek clarification of questions as required.
3.5
Use 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 Assessment
Registration
1
20 May 2011
N/A
Consent and Moderation Requirements (CMR) reference
0003
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
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.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
27357 version 1
Page 5 of 5
Comments on this unit standard
Please contact the ElectroTechnology Industry Training Organisation (ETITO)
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016