3 Ways Guards Manage Security Situations

Guards managing security situations utilize three strategies: active listening to understand and de-escalate, clear and calm communication to establish a non-threatening environment, and offering solutions that involve individuals to promote respect and minimize risks.

Listen

It is not uncommon for a person on a loud rant to be doing so because they feel unheard. They want others to know what they think and feel, and they want to verbalize an injustice that they feel has been perpetrated against them. Rather than ignoring what they're saying, it is critical that you listen intently to what they are trying to communicate. By demonstrating active listening, using your body language, and asking questions, you can demonstrate to the individual that you have a genuine interest in what they are saying and that you want to listen so you can help them come to a resolution. Oftentimes, the act of listening to another person can relieve some of the stress they are feeling and help them de-escalate themselves.

Communicate

Communication is a vital component of any successful relationship. Even though the angry individual may be unknown to you, security officers and anyone else dealing with an aggressive or agitated individual have entered into a kind of relationship with them. It is important to communicate with intention. Your communication should be clear, and calm and use positive body language so the individual does not feel threatened in any way. As touched upon earlier, active listening also includes questioning, so that you can verify that you are understanding what the person is saying. Keep in mind that your ultimate goal is to resolve the situation without any injuries or violence. By communicating in a clear, calm, and confident way, you can help the other person relieve their stress and give them an opportunity to bring down their emotions to a manageable level.

Offer Solutions

By listening actively and communicating clearly, you can begin to de-escalate the situation. The final step is to figure out how to end the confrontation so that the individual does not feel threatened and action can take place. Instead of demanding that the individual do anything, it is best to offer potential solutions that could minimize risk not only to the individual but to others. By involving the individual in coming up with solutions, they feel more respected and less threatened and therefore, more likely to be open to your suggestions.

How Security Guards Manage Stressful Situations

When you hire a security team to protect your business, you are trusting that they have the skills and experience required to protect your employees, customers, and property. The reason you have security personnel in the first place is that you are concerned about the potential for a threat that could put people and the reputation of your business at risk.
Security situations can come in a variety of forms and at any time. Being prepared by hiring security personnel and assessing your security needs with a professional security guard company is the first step in keeping you safe. Security guards are trained specifically to handle the ambiguity that comes with the job. Every business is different and faces unique security challenges. But one thing is consistent across all jobs, and that is the importance of knowing how to professionally handle stressful situations. Security guards will encounter dangerous, unpredictable, and stressful situations throughout their careers. Their training must include the development of skills that prepare them to identify signs of a threat, suspicious behaviors, and body language that could indicate an impending security situation.