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 altered state of mind. This can range from a person being denied entry to a party or event, to becoming angry at those who have been waiting in long lines or in crowded and overcrowded areas. A basic understanding of human psychology and a strong set of communication skills can go a long way when security officers and/or bodyguards find themselves in these situations. There are several ways to defuse a situation with an angry person or to deal with difficult people in general, all related to these types of skills and knowledge.

Listening – When on the receiving end of an angry person, the security guard must demonstrate good listening skills, even if he knows the angry person is in the wrong. By allowing the person to vent their frustrations and express their opinion, it will be easier to deal with them. One of the main reasons why customers and ordinary citizens lose their cool and become aggressive is the feeling that they are not being heard; a simple acknowledgment of your feelings can de-escalate the situation. Let them know that they have valid reasons to be upset and reassure them that their situation is being handled as quickly as possible.

Understanding – Security officers should try to empathize whenever possible to show understanding of why the person is upset. When appropriate, saying something like “I can imagine how frustrated you must be and I apologize for the inconvenience” is all a person needs to hear to reduce her anger a bit and redirect her feelings in a different way. Let them know that her feelings are important and that her complaint will not go unnoticed. Be sure not to appear condescending when expressing your understanding; if the person feels unappreciated on top of everything else, her behavior could escalate and the guard will have to work twice as hard to calm her down.

Do not react: the most important thing is that the officer must never react with more aggression to the aggression of a person. Although it’s tempting to match this person’s tone and “stand your ground,” yelling at an agitated person will accomplish nothing productive and will make the officer or guard appear unprofessional. The guards must try to ignore insults and careless comments as best 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 is appropriate and beneficial to admit mistakes if the situation calls for it; Security officers should not be afraid to gently correct false or inaccurate statements, but should do so as calmly as possible. A good example would be a person saying “I’ve been queuing for hours”; the guard might respond with “My time clock shows it’s actually 35 minutes, but I understand it must feel like hours,” if that’s the case.

Agreement: It can also be helpful to try to agree with the angry person on something, even something arbitrary, as this is an opening that can lead to other agreements in the conversation. Doing this temporarily shifts the power from the security guard who appears to be in charge of this person’s temporary fate to the person who feels that she is being treated unfairly. If it’s a place the guard is patrolling and the person makes a comment about the poor customer service they’re experiencing, the guard could play both sides of the fence while remaining professional and seemingly validating the upset person; Saying something like “Well, I don’t have any personal experience with the staff here, but you’re not the first person to express dissatisfaction with them” is a good way to remain neutral and manage the person’s anger.