King Abdullah Medical City

Workshop and training

Executive Summary — Training Course Presented by Dr. Khaled Al-Katheri Beneficiaries: Security Personnel, King Abdullah Medical City — Makkah Introduction Dr. Khaled Al-Katheri presented this training course to a group of security personnel working at King Abdullah Medical City in Makkah. The course aimed to enhance participants' capabilities in three main areas: communication skills, interpersonal skills, and security intuition (security intuition and behavioral analysis). The course was designed to meet the practical needs of the hospital environment, taking into account work pressures, sensitive situations, and the necessity of maintaining the safety of patients, visitors, and staff. Course Objectives To improve the effectiveness of verbal and nonverbal communication between security personnel, visitors, colleagues, and medical staff. To develop professional and humane interaction skills with various public groups (patients, companions, visitors, and staff). To equip participants with tools and methodologies for developing security intuition: observing behavior, interpreting nonverbal cues, early risk assessment, and taking appropriate action. To enhance the ability to manage minor incidents in ways that minimize escalation and maintain the security and safety of everyone. Course Curriculum and Content Session 1 — Principles of Effective Communication: Elements of the message, active listening, clarity of language, tone of voice control, and practical techniques for communicating in emergency environments. Session 2 — Nonverbal Communication and Body Language: How to read signals, maintain composure and neutrality, and use appropriate posture/distance with the audience. Session 3 — Interpersonal Skills: Managing anger and complaints, interacting with people with disabilities, building trust, and professional ethics. Session 4 — Security Sighting and Observation Skills: Indicators of suspicious behavior, indirect observation techniques, and assessing intent and risk. Session 5 — Practical Scenarios and Field Exercises: Role-playing real-life scenarios within a hospital setting, performance analysis, and decision-making strategies under pressure. Session 6 — Post-Incident Procedures and Documentation: Writing concise and effective reports and communicating information to medical and administrative teams. Training Methods Short, interactive lectures interspersed with visual presentations. Practical exercises and role-playing scenarios. Video analysis and group discussions. Pre- and post-assessment questionnaires to measure progress. Worksheets and distribution of simplified, field-readable practical guides. Outcomes and Expected Results: Significant improvement in participants' listening and verbal communication skills, with a greater ability to de-escalate tense situations. Increased awareness among participants of nonverbal cues and the ability to detect behaviors that may indicate a potential threat at an early stage. Better practical application of techniques for dealing with visitors and patients from diverse backgrounds, enhancing the organization's image and reducing public complaints. Greater readiness to write professional and immediate reports after any incident, and improved information retention and transfer between teams. Participant feedback indicates the immediate applicability of the provided tools in the workplace. Recommendations for Enhancement and Follow-up: Organize periodic advanced training sessions (quarterly or semi-annually) to enhance security awareness and decision-making skills in complex situations. Conduct annual simulation exercises involving medical and administrative staff to improve coordination between entities during incidents. Develop a concise, practical guide, distributed to all security personnel, containing quick tips for handling common situations and documentation guidelines. Monitor performance using indicators such as response time, complaint rate, and customer satisfaction ratings for 3–6 months post-training. Encourage internal experience-sharing sessions where security personnel share lessons learned from real-life cases. Conclusion: The training course provided a practical and direct framework for enhancing the efficiency of security personnel at King Abdullah Medical City in Makkah, by equipping them with communication, interpersonal, and security-awareness skills that can be immediately applied. Implementing the recommendations and conducting regular follow-ups will contribute to consolidating the gains and improving the level of security and safety within the facility.