What should a security guard do if approached by an angry individual?

When a security guard is approached by an angry individual, remaining calm, listening, and attempting to de-escalate the situation without confrontation is crucial. This approach helps to create a sense of safety and control in a potentially volatile situation. By staying calm, the security guard can model appropriate behavior and encourage the angry individual to also remain calm.

Listening actively allows the guard to understand the person's concerns and feelings, which can often lead to a resolution. When individuals feel heard, they are more likely to reduce their anger. Using de-escalation techniques, such as speaking in a soft voice, maintaining a non-threatening posture, and showing empathy, can all contribute to defusing the situation and preventing it from escalating further.

This method is vital in maintaining the safety of everyone involved, including bystanders, as well as the security guard and the individual expressing anger. It emphasizes conflict resolution rather than contention, which aligns with the primary objectives of security personnel—ensuring safety and preventing conflict.