It is always better to defuse the situation before the violence occurs. Many times, an enraged employee or customer can be calmed with just help before they lose control of their emotion.
As a security guard, you can quickly gain control of a hostile situation if you keep these tips in mind.
Plan Forward
With a strategic plan, you can remain one step forward of anyone involved in a potentially violent situation. When you start working as a security guard in a new location, take your time to get familiar with the day-to-day operations. This will help you identify and understand potential issues before they occur.
For example, a post at an apartment complex could create conflicts between neighbors. Once you become able to understand and identify potential situations that you might face at a given location, then you can optimize your security guard training to deal with the specific situation.
Look for Signs of Agitation
When you are on a post, you are always going to interact with various kinds of people. Always be on alert and identify the signs of agitation that could escalate the situation. Even when someone is speaking calmly, they may be holding anger inside. You may find that anger by noticing signs such as crossed arms, flushed skin, or flared nostrils.
Someone who is going to get physical may also show signs of tension in their muscles and face. Reaching the point of starting physical violence may also begin with threatening comments. When you see these kinds of signs of agitation, keep yourself calm to avoid adding fuel to the situation.
Establish Your Authority
The first impression you have with an irate person will set the tone for the rest of the contact. You can announce that you are a security guard and let them know your position at the business. In the follow-up, tell them you are there to provide help. This helps to counterweight any hostile feelings or feelings of agitation that they may have for the authority.
In some situations, it would be better to let the angry person know certain policies related to the situation. For instance, if the person is yelling, you can tell him that yelling is not permitted here and request the person to lower their voice.
Separate the Involved Parties
When the conflict is between more than one person, you need to put distance between them. This keeps them away from committing any physical violence and gives you space to talk to each person and listen to their side of the story.
Listen Carefully
Oftentimes, the person who is angry just wants people to listen to what he has to say. All you have to do is give them the opportunity to spill out their exhaustion. Be calm in such circumstances. You can also use techniques like paraphrasing their saying until they are ready to have a decent conversation.
Show Empathy
Empathy means showing the other person you are understanding how they are feeling. However, this shouldn’t imply that you are agreeing with their claims. You can make statements such as “I understand how you feel” to make them feel you are trying to help them.
If you are a security guard working for a security guard company, there will come many times when you will have to face a potentially violent situation. And to defuse a situation before it escalates, you can apply the tips from above.
