What is an appropriate way to handle a distressed or disruptive individual?

Using de-escalation techniques and engaging calmly to understand the needs of a distressed or disruptive individual is a crucial and effective approach in security situations. This method emphasizes communication and empathy, aiming to reduce tension and resolve the situation peacefully.

By actively listening and showing concern for the individual’s feelings, a security guard can create a rapport that helps to diffuse anger or anxiety. This strategy not only addresses the immediate issue at hand but also allows the security personnel to assess whether there are underlying problems that need to be addressed. Applying calmness can often lead to better cooperation from the individual and can prevent potential escalation into more serious confrontations.

Additionally, this approach aligns with the principles of conflict resolution and applies psychological techniques that are essential in maintaining a safe environment for both the individual and others present. In contrast to calling for backup without attempting communication, confronting them aggressively, or ignoring the individual, using de-escalation fosters a more conducive atmosphere for resolution.