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 party or event, or fielding the wrath of those who have been waiting in long lines or crowded, overpopulated areas.

A basic knowledge of human psychology and a solid set of communication skills can greatly help when security officers and/or bodyguards are in these situations close protection security. 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 skills and know-how.

Listening: When on the receiving end of an angry person, the security guard should demonstrate good listening skills, even if they know the agitated person is in the wrong. By letting the person vent their frustrations and have their say, he/she may become easier to deal with. One of the main reasons customers and everyday citizens lose their cool and become aggressive is the feeling that they are not being heard; a simple acknowledgement of their feelings can lessen the intensity of the situation. Let them know that they have valid reason to be upset and assure them that their situation is being handled as swiftly as possible.

Understanding: Security officers should attempt 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 take their anger down a few notches and redirect their feelings in a different way.

Let them know that their feelings are important, and that their complaint will not go unnoticed. Be sure not to appear condescending when voicing your understanding; if the person feels belittled on top of everything else, their demeanor could intensify and the guard will have to work twice as hard to calm them down.


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