Security guards are often in a position where you have to deal with people who are angry, difficult or altered state of consciousness. This can range from a person denied entry to party or event, or Fielding’s wrath, who have been waiting in long lines or crowded, overpopulated areas. A basic knowledge of human psychology and sound communication skills greatly help if the security officer and / or bodyguards are in these situations. There are several ways to diffuse the situation with an angry person or deal with difficult people in general, which are linked to this type of knowledge and know-how.
Listening: If you are on the receiving end of an angry person, the security guard must demonstrate good listening skills, even if you know that the excited people are to blame. By taking the person to vent frustration and have their say, he / she may become easier to handle. One of the main reasons for customers and everyday citizens lose their cool and be aggressive with the feeling that they have not heard; simple recognition feelings can reduce the intensity of the situation. Let them know that you have a valid reason to be nervous, and we assure them that their situation is handled as quickly as possible.
understanding: Security officers should try to empathize, whenever possible, to understand why the person is upset. Where appropriate, something like, “I can imagine what must be frustrated and I apologize for the inconvenience,” is all a person needs to hear that anger down a few degrees and redirect their feelings in other ways. Let them know that the feelings are important and that their complaint does not go unnoticed. Sure, it does not appear condescending when a sound understanding; If the person feels belittled on top of everything else, the behavior is enhanced by the guard and you have to work twice as hard to calm them down.
Non-responders: The key to the officer never personally respond to aggression with more aggression. Although it is tempting to meet this person’s voice and “stand people on earth,” he shouts back excited people will not achieve anything productive and make the official or guard appears unprofessional. Guards must try to ignore the insults and careless remarks much as possible, despite the growing frustration. Angry people often say things in the heat of the moment, and does not do much for what they vent. Furthermore, it is appropriate and beneficial to admit mistakes, if the situation so requires; Security officers should not be afraid to gently correct the false or inaccurate statements, but you need to go about it as calmly as possible. A good example of this one man says, “I have been standing in line hours”; The guard also respond to “My time clock shows it’s actually been 35 minutes, but I understand that you have to feel like clock,” if that is the case.
Agreement: This can also be useful to try to reach agreement with the angry man something, even something as arbitrary as it is an opening that might lead to other agreements in the conversation. In doing so, temporarily shifted power to the security guard, who seems to be a temporary fate of the person responsible for the person who feels that being treated unfairly. If it is a venue, the guard patrolling and the person makes a comment on the poor customer service that experience, the guard can play both sides of the fence while the professional and seemingly distracted validation of the person; something like, “Well, I have no personal experience of the staff here, but you’re not the first person to express dissatisfaction with them,” is a good way of staying neutral and monitor the anger.