Security guards often end up in situations where they have to cope with people who are angry, difficult or even in an altered state of mind. This may vary from someone being denied entry to party or event, or fielding the wrath of those that have already been waiting in long lines or crowded, overpopulated areas. A fundamental knowledge of human psychology as well as a solid set of communication skills can greatly help when security officers or bodyguards have been in these situations. There are numerous ways to diffuse a scenario having an angry person or handle difficult folks general, all of which connect with these sorts of skills and know-how.
Listening: When on the receiving end of an angry person, the Armed Guard Westchester NY should demonstrate good listening skills, even if they know the agitated person is within the wrong. By letting the individual vent their frustrations and have their say, he/she can become easier to deal with. One of the main reasons customers and everyday citizens lose their cool and turn into aggressive is the feeling they are not heard; an easy acknowledgement with their feelings can lessen the intensity of the circumstance. Tell them that they have justified reason to be upset and assure them that the situation has been handled as swiftly as is possible.
Understanding: Security officers should attempt to empathize whenever you can to exhibit understanding of why the person is upset. When appropriate, saying something similar to “I can imagine how frustrated you must be, and that i apologize for your inconvenience,” is perhaps all a person has to hear to adopt their anger down a few notches and redirect their feelings in a different way. Make sure they know that their feelings are important, and this their complaint is not going to go unnoticed. Be sure never to appear condescending when voicing your understanding; in the event the person feels belittled along with anything else, their demeanor could intensify and the guard will need to work two times as tough to calm them down.
Not reacting: Above all, the officer should never react to a person’s aggression with additional aggression. Although it is tempting to match this person’s tone and “stand one’s ground,” yelling back in an agitated person won’t accomplish anything productive and will make the officer or guard appear unprofessional. Guards need to ignore insults and careless remarks as best they could, despite their growing frustration. Angry people often say things within the heat from the moment and don’t mean a lot of what they’re venting. Also, it’s appropriate and beneficial to admit mistakes in the event the situation requires it; Security officers should not be skvypu to gently correct false or inaccurate statements, but they must go about it as calmly as you can. A good example would be a person saying “I’ve been standing in line for several hours”; the guard could respond with “My time clock shows it’s actually been 35 minutes, but I realize that it should feel as if hours,” if that is the case.
Agreement: It could also be helpful to attempt to go along with the angered person on something, even something arbitrary, as it’s an opening that can cause other agreements inside the conversation. Carrying this out temporarily shifts the ability through the security officer who appears to be in charge of this person’s temporary fate to the one who feels they may be being treated unjustly. If it’s a venue that the guard is patrolling and also the person makes a comment regarding the poor customer service that they are experiencing, the guard could play both sides of the fence while remaining professional and seemingly validating the upset person; saying something similar to “Well, I don’t have any personal knowledge of employees here, however you are not the initial person to express dissatisfaction together,” is an excellent means of staying neutral and controlling the person’s anger.