Security guards are usually trained in all aspects in which they can avoid happening of any incident. So, one of the training is to how to calm down a violent person or situation. Commercial security service involves the security of commercial property which is visited by many people on daily basis and one never knows about the emotional condition of any person which might get others into trouble. Hence, it is very important for any security personnel to handle such people as well as the situation. Let’s look into the following ways to control the situation:
- Be aware of the situation/place
Once the person is assigned any location, it is their primary duty to get familiar with the area, with the people in the surroundings. This helps them gather various information which ultimately supports them in identifying the areas of potential problems before they occur. Accordingly, the guards can plan their approach in advance.
- Be careful of your own words
The security guard services include a humble and understanding nature. The guards should be very polite and not argumentative or bureaucratic which triggers the situation and rather than defusing it act as fueling the situation.
- The problem should be acknowledged
The biggest issue is that the problems are not addressed by people, once it is acknowledged it is much easier to deal with it rather than ignoring the same.
- Be a good listener
Mostly it happens that the person just wants to flush out his/her distress by telling it to someone who just listens to them. Then automatically after some time their tone changes and they are ready for civilized conversation. One should have very respectful eye contact which helps them to calm down.
- The party in conflicts should be at a distance
Both the parties who are involved in the situation should be kept at a distance as it would lessen the chance of physical violence. It gives space so that both the parties can talk and resolve the matter.
- Be empathetic
Empathy means to experience the situation and the mental condition of the other person. It gives a better understanding of how we would react if we are given the same situation. It is not necessary to agree with the viewpoint of a person, but a security guard can state that he understands the situation.
- To Notice the signs of distress
If the security guard interacts with the people, then looking at the body language of that person like flat nostrils, clinching fist, crossed arms, etc. one can find out that the person is in trouble which can outburst anytime, hence, precautionary measures should be immediately taken.
- Be silent
Being silent is a solution to many problems as when one becomes silent, then their brain slows down their thing process and regains the composure. This helps to buy time as well and defuses the aggression of any person, they recollect their thoughts on how it all started and can happen in a much better way
- Offer a tentative solution or choices to select upon
Security guards are smart enough to offer some solution to the situation. E.g., security guards can offer to write a complaint letter, etc. Giving the person an option helps them to regain control of themselves and re-work their behavior which can make the situation completely normal in their society as well.
A security company in different areas like Orange County and Los Angeles trains their security guards in the best possible manner and provides conflict resolution training so that these officials are capable enough to de-escalate the situation and keeps everyone safe which is the goal of having security patrol.
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