Security Officers Need Conflict Resolution Strategies
Security personnel can call the police when appropriate, but in most incidents, the de-escalation process begins and ends with security guards. Security guards should not use physical force; their job description often forbids this. Instead, they should use de-escalation strategies to bring the situation back to normal.
It isn’t easy to decide immediately what to say to de-escalate a confrontation with an irate individual. De-escalation is a skill like any other, and you can learn it.
De Escalation Techniques for Security Personnel
The first few seconds of interaction with a security guard can trigger combative responses in an angry person. To prevent these combative responses, the security guard should first seek clarification before deciding what to do in a tense situation.
In tense situations, you may find that the angry person has legitimate grievances. You might be able to de-escalate the situation just by listening.
Every interaction with angry individuals is a stressful situation. Not every such incident is a dangerous situation, though. If the security officer overreacts, he or she will make the situation worse.
You should know the warning signs of a volatile situation. You put yourself and others at risk when insisting that people follow demands. Sometimes active listening is a much more effective method of de-escalation than barking orders.
How Should a Security Guard Deal With Irate Individuals?
Effective communication is key when security personnel interact with angry people. Staying calm and using question statements can help you defuse the situation. Don’t focus on the signs of anger, such as heavy breathing. Telling an angry person that he or she is angry, or should not be angry, just makes the person angrier.
You have the ability to resolve most problems by using your de-escalation skills. Remember that you are in control, and it is in the interest of everyone’s safety to talk things through calmly.
For example, a security officer should not make threats. They should give customers and employees the chance to explain their point of view.
Do not jump to conclusions when you have limited knowledge of the situation. Make sure you are aware of all parties’ points of view before you give any commands. Talk to each person individually and ask open ended questions. This way the parties to the conflict will feel calm and will tell you more details about their disagreement.
How Can Security Staff Learn to De Escalate Conflicts?
You cannot control other people’s emotions, but you can learn skills to improve your ability to manage your responses. If you are quick to anger, you should learn to overcome your instinctive responses to fraught situations. Knowledge of conflict psychology can help you de-escalate conflicts that you encounter at work.
You have probably gone through training to look out for your own safety, but this is not the only training you need. No one hires a security staff so they can fight off difficult customers. It is better for everyone’s safety if you can get the parties to a conflict to talk through their differences or walk away from a tense situation without getting hurt.
What Kind of Training Is Available for Security Employees?
Courses in conflict management and dispute resolution are available in person and online. Most of these classes are generic and are not specific to any particular industry.
On the other hand, Defuse De Escalation Training offers individual and group lessons that are tailored to your profession. If you are a security employee and you take the same training course as teachers, customer service representatives, and healthcare workers alike, you will certainly learn new things. It is even better, though, if you get training that pertains directly to your work in the field of security.
At Defuse, we understand that every work environment is different. The challenging situations you are likely to encounter at your security job are unique to your line of work. People in other occupations face a different set of stressors at their jobs. The most beneficial coaching or group lessons you can get are all about the field of security.
Do You Have Time to Take a De Escalation Techniques Course?
In some professions, employers pay for expensive retreats in tourist destinations. The employees attend some professional development sessions, but mostly the retreat is a vacation. Security is not one of these cushy jobs.
Many security employees work two jobs. In some cases, they are both security jobs, but in other cases, one job is security, and the other is something else.
Continuing education for security workers should not cost a lot of time or money. Defuse can bring certified trainers to your city or workplace to provide customized training. You can even take online classes on a synchronous or asynchronous basis.
If you are the manager of a security department, you might benefit from one on one coaching with a Defuse De-escalation expert.
The Benefits of Learning to De Escalate Extend Beyond Your Job
You can apply the lessons you learn in Defuse sessions at your security job and beyond. Being able to avert confrontations in their early stages is a useful skill in many situations. You can diffuse combative situations while working security and also keep the peace while working the gig economy.
De-escalation tactics are even useful when dealing with your family. Holiday gatherings with your family, which are usually fraught with tension, become painless once you learn how to avert disputes in their early stages.
De Escalation Skills Can Help Your Career
Building your capacities in resolving confrontations and incidents with belligerent people can help your career. This talent can help you get promoted beyond your current security job.
If you are hoping to advance to a managerial position, then taking the initiative to build your skills is a good place to start. Resolving everyday disputes that you encounter on the job is a great place to start.
Seeking out continuing education on your own initiative shows your leadership potential. Not only will your current job become less stressful, but you will also impress future employers.
Contact Defuse About De Escalation Courses Just for Security Employees
You can start on your past to effective prevention of confrontations by investing in continuing education designed specifically for the security sector. Individually or with your cohort of coworkers, you can get better at fulfilling the duties of your security job in a peaceable way.
The first step is to get in contact with the Defuse team. We can tell you all about the coaching, mentoring, and classes we offer for the security sector.
Contact Defuse De Escalation Training today and find out more about our services.