Strategies For Security Guards When Dealing With Angry

People
Security guards often find themselves in situations where they must deal with people who are
angry, difficult or in an security guards altered state of mind. This can range from a person eing
denied entry to party or event, or fielding the wrath of those who have een waiting in long lines
or crowded, overpopulated areas. A asic !nowledge of human psychology and a solid set of
communication s!ills can greatly help when security officers and"or odyguards are in these
situations. There are several ways to diffuse a situation with an angry person or deal with difficult
people in general, all of which relate to these types of s!ills and !now#how.
$istening% When on the receiving end of an angry person, the security guard should london
security companies demonstrate good listening s!ills, even if they !now the agitated person is in
the wrong. &y letting the person vent their frustrations and have their say, he"she may ecome
easier to deal with. 'ne of the main reasons customers and everyday citi(ens lose their cool and
ecome aggressive is the feeling that they are not eing heard) a simple ac!nowledgement of
their feelings can lessen the intensity of the situation. $et them !now that they have valid reason
to e upset and assure them that their situation is eing handled as swiftly as possile.
*nderstanding% Security officers security guards london should attempt to empathi(e whenever
possile to show understanding of why the person is upset. When appropriate, saying something
li!e +, can imagine how frustrated you must e, and , apologi(e for the inconvenience,+ is all a
person needs to hear to ta!e their anger down a few notches and redirect their feelings in a
different way. $et them !now that their feelings are important, and that their complaint will not
go unnoticed. &e sure not to appear condescending when voicing your understanding) if the
person feels elittled on top of everything else, their demeanor could intensify and the guard will
have to wor! twice as hard to calm them down.
-ot reacting% .ost importantly, the officer should never react to a person/s aggression with more
security companies london aggression. Though it is tempting to match this person/s tone and
+stand one/s ground,+ yelling ac! at an agitated person won/t accomplish anything productive
and will ma!e the officer or guard appear unprofessional. Guards should try to ignore insults and
careless remar!s as est they can, despite their growing frustration. Angry people often say things
in the heat of the moment and don/t mean much of what they/re venting. Also, it/s appropriate and
eneficial to admit mista!es if the situation calls for it) Security officers should not e afraid to
gently correct false or inaccurate statements, ut they must go aout it as calmly as possile. A
good e0ample would e a person saying +,/ve een standing in line for hours+) the guard could
respond with +.y time cloc! shows it/s actually een 12 minutes, ut , understand that it must
feel li!e hous
Agreement% ,t can also e useful to attempt to agree with the angered person on security services
something, even something aritrary, as it/s an opening that can lead to other agreements in the
conversation. Doing this temporarily shifts the power from the security guard who appears to e
in charge of this person/s temporary fate to the person who feels they are eing treated un3ustly. ,f
it/s a venue that the guard is patrolling and the person ma!es a comment aout the poor customer
service that they are e0periencing, the guard could play oth sides of the fence while remaining
professional and seemingly validating the upset person) saying something li!e +Well, , don/t have
any personal e0perience with the staff here, ut you are not the first person to e0press
dissatisfaction with them,+ is a good way of staying neutral and controlling the person/s anger.