In 1999, I stepped into the world of security with Canstar Security Services. A friend recommended the job because a friend of his owned the company. That simple connection launched a career that has shaped who I am today.
I started in industrial security, then moved into retail at Hazelton Lanes. It was there that I learned one of my most important lessons—through a painful experience. A suspect sprayed me with pepper spray because I lacked situational awareness. That moment changed everything. I vowed to learn everything I could to improve—not just my physical skills, but more importantly, my situational awareness and communication.
I was fortunate to have mentors who taught me the power of the spoken word, officer presence, and awareness. Physical tactics matter, but I quickly learned that respect and firm direction often achieve more than threats of force ever could.
One story stands out. At St. Lawrence North Market, I often encountered a group of gentlemen sheltering in the lobby during bad weather, always with a small bottle of booze. The first time, I told them they couldn’t drink there and that when I returned from my patrol, they needed to be gone—or I’d call the police and they’d lose their alcohol. Honestly, I didn’t want the paperwork. When I came back, the mess was cleaned, and they were gone. No confrontation, no police, no wasted resources. After that, whenever I saw them, they greeted me by name and assured me they were leaving. The area was always clean. That experience taught me that communication and respect can resolve issues without escalation.
Later, I moved into healthcare security at the old Humber River Regional Hospital – Finch site. By then, I had started studying tactical communication. Hospitals are emotional places—people face illness, loss, mental health crises, and sometimes substance abuse. My job was to gain compliance while recognizing the human side of every situation. A mentor recommended Verbal Judo, and that book changed my perspective. I realized why some officers could gain compliance with little more than presence and words. From then on, my goal was simple: use my mouth whenever possible.
As my skills grew, so did my responsibilities. I advanced into supervisory roles at Humber River Regional Hospital, Trillium Health Centre, Toronto Eaton Centre, and eventually Paladin Security’s Operations Centre in Toronto. Each new position required me to expand my knowledge and refine my communication skills—not just to lead teams, but to liaise with medical staff, management, and resolve staff concerns effectively.
Eventually, burnout set in, and I made a career change to become an Automotive Service Technician—thinking I’d escape working with people. I was wrong. I still had to communicate, this time explaining complex vehicle systems and why certain repairs were necessary for safety. Ultimately, a negative skin reaction to automotive fluids brought me back to security.
I returned to the field at Gateway Casino Innisfil, where communication, logic, and compassion were more critical than ever. In a casino, someone can lose everything in minutes. As a dual-rate Guard/Supervisor, I trained as a Registered Emergency Medical Assistant. Managing emergency scenes required calm communication to keep people safe and maintain control while conducting assessments. Time and again, I saw how presence and words could stabilize chaos.
Throughout my career, verbal skills have been my most valuable tool. Yes, there were times when physical options were necessary, but communication never stopped. If you look at the Use of Force continuum, communication spans the entire spectrum. It’s always an option—and often the best one.
My hope is that this post resonates with you. Whether you’re a guard working alone or a manager leading a team, communication with respect and dignity will always be your friend.
About the Author
David Hanslip is a security professional with over 20 years of experience in healthcare, retail, industrial, and gaming environments. He is passionate about leadership, tactical communication, and creating safe spaces through respect and understanding.
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