UNION — Empathy. Good
listening skills. A modulated speaking voice, moderately paced so that
it’s not so fast that it’s unintelligible or uncaring, or not so slow
that it sounds condescending.
To the Transporation Security
Administration, a smooth-running checkpoint is a secure checkpoint, free
of the kind of chaos that can distract screeners from properly
examining X-ray images, detecting anomalies during pat-downs or routing
out prohibited objects while inspecting carry-on bags.
So
teaching screeners how to communicate effectively, particularly when
dealing with a passenger whose anger or anxiety threatens to create a
scene, is a key element of their classroom training.
“If we don’t
have the chaos at the checkpoint, then the officers who are working
there can see if there is a threat,” said Jim Gruter, a lead
transportation screening instructor with the TSA in New Jersey.
Gruter
and fellow trainer Dan Carew, both former screeners at Newark Liberty
International Airport, were instructing a class of 22 screening trainees
Wednesday at the agency’s office in Union Township. Posters on the
classroom walls extorted the virtues of “verbal deflection” (parrying an
insult), “command presence” (looking good in uniform), “active
listening,” and other authority enhancing techniques.
The
training class was a racially diverse group of 11 men and 11 women,
mainly from northern New Jersey, some straight out of college, some
changing careers.
One trainee, Crystal Colon, 23, of Jersey City,
said she had been working in sales for PNC Bank, but joined the TSA to
launch her career in criminal justice. For Colon, the training has been a
learning experience in terms of just how much screeners need to know to
do their job.
“I travel a lot and I’ve never had an experience with the TSA, but now I realize just how much it does entail.”`
Trainees are taught to communicate not only with the public, but also with their colleagues.
At
one point, Gruter asked 21-year-old trainee Ju-Quana Johnson of East
Orange to role-play as a TSA supervisor opposite his own portrayal of a
screener who was outraged at having just been told to be more polite to
passengers. Gruter gesticulated wildly, his face red, but the young
woman kept her poise, reminding her pretend-subordinate in calm but
deliberate terms of the importance of positive customer relations.
“I
felt like I was ready to be up there, because this is what Jim (Gruter)
and Dan (Carew) have been teaching me to do,” said Johnson, a former
nursing major at Essex County Community College, who joined the TSA this
year after deciding it would be a good stepping stone for a career in
law enforcement.
Throughout its history, and especially with the
advent of full-body scanners and “enhanced” pat downs, TSA officers have
been accused of overly intrusive, even abusive searches. By the same
token, screeners have been subject to subtle or overt hostility from
passengers outraged by their own experiences or high-profile incidents.
But
one point the trainers made was for screeners not to let hostile
passengers get under their skin, reminding the trainees that flying can
be stressful and that passengers may bring all kinds of emotional
baggage to a checkpoint apart from their carry-ons.
“A lot of times we take it personally,” Carew told the group. “But you’ve got to realize where they’re coming from.”
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