De-escalation techniques for security guards
Having the ability to de-escalate a confronting situation is an essential skill for everyone but essential for a successful security guard. De-escalation skills provide a range of benefits, including guaranteeing the safety of your customers and staff, minimising potential harm and damage to people and property and reinforcing your reputation as a quality service provider.
Here are five techniques to help de-escalate any situation:
Active listening is one of the most important de-escalation techniques available. Listening with all five senses, maintaining eye contact, and not interrupting will help the subject feel heard. And acknowledging that there is a problem, can validate the subjects’ thoughts and feelings, possibly helping them to settle themselves.
Empathy can help security guards de-escalate tense situations quickly. Empathy is the ability to demonstrate an understanding of how another person is feeling. This technique can help an irate person feel understood and that their feelings are validated. When a guard can successfully develop this kind of rapport, the chances of mitigating a tense situation greatly increases.
De-escalation is about remaining calm. There is no harm in apologising, particularly when the issues or grievances are genuine. It may be that a simple apology about how the subject is feeling can help towards bringing them back to a balanced frame of mind.
Often when people are angry, they have difficulty in expressing themselves. This can heighten their frustration and lead to an escalation in a conflict situation. Security staff can make use of clarifying questions and statements to try to fully understand what the issue is. As well as getting an improved understanding of the situation, this can also distract the subject and encourage them to think more rationally.
Giving orders or making demands in a situation of conflict will often have the reverse effect. Instead, security staff can present the subject with choices for resolving the conflict. By providing definitive options, yes or no, this or that, subjects are likely to comply more easily.
De-escalation techniques are a core skill that every Jones XL security guard is trained in. Consistently implemented, these as well as other proven de-escalation techniques will greatly benefit your company and help to create a positive and safe environment for your customers and staff.
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