10 Minute Read
Security work can be challenging at times. Guards often interact with people who are, let’s just say, not at their best. While some days will be fairly routine, others may put you in dangerous situations. From physical or verbal threats to violent attacks, vandalism, or mental health episodes, things can get out of control quickly.
De-escalation training can help security guards cool down volatile situations, and it is imperative to ensure the guard’s safety, maintain order, and protect people and property.
So, what do we mean by de-escalation techniques?
Simply put, de-escalation techniques are a combination of verbal and non-verbal strategies used to reduce the intensity of a potentially dangerous or violent altercation without the use of force. Guards who are highly skilled in this area can successfully avert tragedy and prevent harm from coming to the public or property they are assigned to protect.
Guards who have mastered de-escalation are seen as valuable employees as they can successfully:
- Ensure the safety of the people and property they are assigned to
- Save lives
- Resolve situations calmly
- Prevent or reduce damage
Mitigate risk and liability for the employer
Today, we’ll discuss effective de-escalation techniques to help guards prevent conflicts from escalating. It’s a valuable skill in security work and in life; threatening situations happen on and off the job, and knowing how to respond could help you keep the peace wherever you go.
How to Recognize Signs of an Escalating Threat
The first step in de-escalation is knowing how to recognize when situations are becoming dangerous or volatile.
Here are a few of the more obvious signs you might encounter:
- Yelling insults or profanity
- Arguing with others
- Finger-pointing
- Direct verbal or physical threats
- Fighting posture/making fists
- Bragging about violent acts
- Throwing things or causing damage to property
- Flaring nostrils
- Hyperventilating or breathing heavily
- Defiance or non-compliance with requests for order
Some signs are not as overt:
- Laughing inappropriately
- Not making eye contact
- High-pitched or raised tone of voice
- Tense or nervous body language (i.e., fist clenching)
- Sudden change of mood
It’s important to realize that some of the abovementioned scenarios may relate to a mental health crisis, which may require additional intervention.
6 Top De-Escalation Techniques for Security Guards
De-escalation skills help to prevent volatile interactions from becoming dangerous. Here are some essential de-escalation skills and strategies guards should master to help them respond appropriately.
1. Maintain a professional demeanor at all times.
No matter how angry, frustrated, or upset an individual is, guards must remain calm and professional and avoid reacting with similar emotions. Self-control is critical as it reduces tension and infuses the situation with a sense of calm. Responding in anger or issuing threats will almost certainly make matters worse.
2. Practice active listening.
While this tip might sound simplistic, it can be challenging—especially when the individual is wound up or actively involved in disrupting the peace. What angry, frustrated people want most is to be heard; sometimes, that’s all it takes to calm them down. Even when the person is fully engaged, allow them to say what they want without interrupting them. Listen to what they’re saying so you understand what it is that’s upsetting them.
3. Be empathetic.
The most effective conflict resolution comes from putting yourself in the other person’s shoes. It might seem like the easiest thing to do is to bark a few orders and put the person in their place, but this approach might enflame them even more, and it will appear you are judging them. Try to understand why they’re upset. Showing the individual you’re standing on common ground will win their trust and may help them calm down faster.
4. Communicate effectively.
Communication is about what you say and how you say it, but your body language matters, too. Here are a few tips:
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- Use calm tones when speaking with an individual.
- Ask questions to help clarify the situation for you, and respond with empathy.
- Repeat what they’ve told you back to them to summarize their points or to clarify their statements. This shows a genuine desire to understand.
- Ask short, direct questions to clarify the situation.
- Avoid asking questions or saying things that could further enflame their mood.
- Stand a few steps away to show that you are not a threat.
- Apologize to acknowledge whatever caused the person’s anger.
5. Suggest solutions
Angry people are far less likely to follow orders or demands. They may, however, respond to suggestions as they won’t feel as restricted. For example, instead of saying, “Would you prefer to talk to the police?” say, “Will you talk to me?” Suggestions open the door to more productive communication and may help to de-escalate the situation quickly.
6. Explain the consequences
As a guard, you are there to enforce the rules as set out by your employer and the law. It’s also essential to ensure the individual knows that the choices they are making have consequences. Understanding those points may help them make different choices. People don’t like being told what to do at the best of times, but when they are empowered to make a choice, they may proceed differently.
De-Escalation Training for Guards
A big part of being a security guard is being able to interact with people in a variety of often tense situations. Even those who may describe themselves as diplomatic can easily find themselves out of their depth without the proper training.
De-escalation training teaches the essential skills we’ve discussed here today and provides further insights into a guard’s responsibilities and the limits of what they can do to diffuse an escalating event.
Defencify’s online training courses for security guards help you develop de-escalation skills, demonstrating massive value to any prospective employer. In states that require continuing education, our Defencify courses help you fulfill the requirements and keep your guard card current.
Our online de-escalation courses can be completed at your own pace and are fun to take. Our Verbal Judo class, in particular, is recommended as an advanced course to take your de-escalation skills to a new level.
Sign up today—the skills you learn here might just save your life one day!
