Cross-Domain Skills Sets

A few months back, I met with a career adviser at my alma mater to help me start planning out what my next steps should be for my career.  Having established myself, it’s time to think about where I want to go, and what I need to do/learn to get there.  One thing that stuck out to me at the session was that as she was reviewing my resume, she commented that she didn’t see my security (bouncing) experience listed.  I did not include it, figuring it wasn’t relevant enough to an office job, however she demanded I put it on there as it’s an important set of skills that I’ll need if I’m shooting for managerial roles.

Flash forward to last week, and I’m really starting to appreciate how much working as a door guy at a bar can help.

It’s the last weeks of the summer term for the college, which means that we are balancing the demands of the incoming semester with the final business of the outgoing semester, including students who fail courses.

In one of our programs, we had a number of student perform poorly on the final exam, which means they subsequently did poorly in the course.  Understandably upset, they are coming to us in the office seeking guidance or some way of redeeming themselves.  It’s a very delicate situation, which is proving a challenge as we try to give the students as much leeway as we can within the confines of our policies and procedures.

In some cases, the decisions we are making are not in the student’s favour, and they are, again, understandably upset by this.  They are really advocating for improving their situation, which is quite commendable, and I interacted with several of them almost every day lastweek.  When meeting with them, you need to strike the right balance of fairness, openness, but firm adherence to our policies and academic standards.

A few coworkers have commented on my tact and negotiation skills in talking with the students, even when there is nothing I can do to help them improve their marks, complementing me how smoothly the conversations are going with (sometimes) large groups of students in our office.

I gave a somewhat sarcastic response that dealing with the students is easy when I know they aren’t going to swing at me, as might happen at the bar on a security shift.  But in truth, the skills I have learned as a security guard are wholly translating to this situation.

As a security guard, to do my job well, I must be open-minded, calm, and patient when dealing with intoxicated or angry patrons.  The adage that “the customer is always right” is false, and when the rules and reality of the situation come to head with the patron’s expectations, it sometimes leads to raised tempers and hostile interactions.  My job requires me to step-back from my ego, not take anything personally, and use every tool at my disposal to de-escalate the situation and bring about as calm of a resolution as I can.  Most of the time, we are successful and the patron leaves on their own.  Sometimes, we have to drag them out kicking and screaming.

I’ve worked as a security guard for 5-years now, so I have a fair amount of experience, which I’m starting to appreciate how cross-domain it can be when dealing with students.  The ability to not be dismissive or authoritarian in communicating our decisions is critical for maintaining a good relationship and a healthy work environment.  Suffice to say, cross-domain skills sets that help me avoid getting decked in the face are awesome!

Stay Calm,

Ryan

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