When security officers go on the job for their shift they face the prospect of meeting several if not many situations during their hours that call for an immediate sensing of what will help the situation and how to respond to it. These are “conflict situations,” and they’re one of the most fundamental grounds of training for security officers. Imagine what can happen if a situation that does not have to be conflict-oriented turns confrontational in a mall, hospital, airport, office building, campus, community or a small business shop. It is unpleasant and dangerous.
There are a number of steps that our security guards go through as an immediate response to potential conflict events. Our training method is to make these subconscious within our officers – so it is second nature to de-escalate.
Step One: What is it that’s on their mind. Give them an opportunity to make themselves understood
Step Two: Sincerely apologize. Offering an apology on behalf of the company to a person who thinks they’re rational (but may be irrational) goes a long way in defusing the situation.
Step Three: Connect the dots between options and consequences. If an apology doesn’t take the level of conflict down, then in a calm, even centered, manner tell the individual what choices there are now for them, and what can happen in the moment of later as an outcome of how this situation goes.
Ultimately, there are non-verbal clues that the security person wants to always present. This means body language, voice tone, gestures and personal space.
Call us soon to talk over your security requirements – we’re available for short or long term time frames for our range of services – all inquiries welcome>