An Essential Guide for Canadian Security Guards
Conflict is part of everyday life in private security. Whether you’re posted at a mall, hospital, residential complex, industrial site, or commercial tower, you will eventually face people who are upset, frustrated, or in direct disagreement with others—or with you.
Experienced security guards know that not all conflict is the same. Understanding the type of conflict you’re dealing with helps you respond more effectively, use the right de-escalation tools, and prevent situations from escalating into safety risks.
In this guide, we break down the five main types of conflict security guards encounter, with practical strategies you can apply on the job:
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Relationship-Based Conflict
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Data-Based Conflict
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Interest-Based Conflict
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Structural Conflict
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Values-Based Conflict
These concepts are essential for any guard looking to strengthen their conflict resolution and de-escalation skills, improve communication, and stay safe. Let’s dive in.
1. Relationship-Based Conflict
What It Is
Relationship-based conflict comes from emotions, personalities, and long-standing tension—not from the incident itself. Miscommunication, negative assumptions, and clashing personalities can cause small disagreements to boil over.
Why It Matters for Security Guards
Security guards frequently walk into arguments between:
• Employees
• Tenants
• Visitors
• Contractors
• Retail staff or management
You may even become the target of someone’s frustration if they’ve formed a negative impression of you or your role.
Example Scenario
Alex, a retail store manager, thinks his assistant manager Jordan is lazy. Jordan believes Alex is rude and aggressive. During your patrol you find them arguing loudly and the conflict is escalating.
How Security Guards Should Respond
• Stay neutral: Don’t take sides or assign blame.
• Use active listening: Let both parties explain what’s happening without interruption.
• Acknowledge emotions: “I can see this is frustrating for both of you.”
• Use calm, non-sarcastic language: Your tone matters as much as your words.
• Escalate to management if necessary: Your goal is to stabilize—not to mediate long-term issues.
Sample Dialogue
“It sounds like there may have been a misunderstanding here. I’d like to understand each of your perspectives. Who would like to start?”
2. Data-Based Conflict
What It Is
This conflict happens when people disagree about facts—what happened, what was said, or how information is interpreted.
Why It Matters for Security Guards
Security work depends heavily on incident reports, observations, and evidence.
However, data is imperfect.
• Cameras have blind spots
• Witnesses misremember
• People may lie to protect themselves or others
• Guards may interpret behaviour differently
This means that disagreements about “what really happened” are common.
Example Scenario
A mall guard, Lisa, believes loitering is increasing. Her manager reviews security footage and sees no change. They tell Lisa she’s incorrect—but she insists her observations are accurate.
How to Manage Data Conflicts
• Stay objective: Rely on verifiable facts.
• Check multiple sources: Video, logs, witness statements, previous reports.
• Acknowledge limitations: Technology and memory aren’t perfect.
• Ask clarifying questions: Gather specific details before forming a conclusion.
Practical Tip for Guards
Look for consistent, corroborated information across multiple sources. Information supported by several sources is usually more reliable. Data that seems inconsistent may require follow-up questions or additional review.
3. Interest-Based Conflict
What It Is
People believe they are competing for the same resource—time, space, attention, control, or access.
Why It Matters
This is one of the most common conflicts guards face while enforcing:
• Access control
• Parking rules
• Building policies
• Line management
• Tenant or visitor rules
People believe the guard is blocking something they “need,” creating tension.
Example Scenario
Mike, a commercial building security guard, enforces strict parking rules. The urgent care clinic’s patients often park illegally during emergencies. The clinic is frustrated, but Mike must enforce the rules.
How to Manage It
• Identify the true needs of each party: What are they trying to achieve?
• Find common ground: Agreement builds cooperation.
• Offer win-win solutions: Be flexible within your authority.
• Know when to escalate: If you can’t resolve it, involve management.
Practical Tip
Offer alternatives when possible. For example:
Mike proposes a dedicated short-term parking area for clinic patients—a solution that meets everyone’s needs.
4. Structural Conflict
What It Is
Conflict caused by policies, systems, or the environment—not people. Guards often become the “face” of a system they didn’t create.
Why It Matters
When rules inconvenience people, the guard often takes the blame. Examples include:
• Long lines at access points
• Metal detector screening
• Visitor sign-in delays
• Construction detours
• New workplace policies
Example Scenario
A corporate office introduces metal detectors. The result? Long lines, frustrated staff, and angry comments aimed at security.
How to Manage It
• Acknowledge the frustration: Show empathy.
• Clarify your role: “This policy was created by management, not by security.”
• Provide feedback pathways: Give people the right contact to escalate concerns.
• Suggest operational improvements: Stagger entries, add staff, or adjust workflows.
Sample Language
“I understand this is frustrating. This process was implemented by management for safety. If you’d like, I can direct you to the right department to provide feedback.”
5. Values-Based Conflict
What It Is
Conflict rooted in beliefs, culture, religion, ethics, or personal identity. These issues run deep and can quickly escalate if handled poorly.
Why It Matters in Security
Guards often enforce rules that may conflict with:
• Cultural norms
• Religious practices
• Ethical beliefs
• Personal boundaries
When someone feels their identity or belief system is being attacked, they may become more emotional or defensive.
Example Scenario
Airport security asks a woman wearing a religious face covering to remove it for identification. Her beliefs forbid her from exposing her face in public, creating a conflict between security requirements and cultural norms.
How to Manage It
• Show respect: Never dismiss a person’s beliefs.
• Explain the reasoning behind the rule: People need to understand why the rule exists.
• Offer alternatives: Female staff, private rooms, accommodation where possible.
• Move the conversation to privacy: Protect dignity when the issue is sensitive.
Sample Dialogue
“I understand your concern. For safety reasons, we must verify everyone’s identity. If you prefer, a female agent can escort you to a private room.”
Conclusion: Mastering Conflict Makes You a Better Security Professional
Security guards work in unpredictable environments where conflict can arise at any moment. By recognizing the type of conflict you’re dealing with, you can choose the right strategy and de-escalate situations before they become unsafe.
Key Takeaways for Security Guards
✔ Stay calm and professional: Your tone sets the stage.
✔ Listen first: People often want acknowledgment more than victory.
✔ Use the right strategy for the conflict type: One size does not fit all.
✔ Know your authority and limits: Don’t promise what you can’t deliver.
✔ Ask for support: Supervisors, property management, and law enforcement exist for a reason.
Conflict management is a core security guard skill—and one that can be improved with proper training.
If you want to deepen your skills in communication, conflict resolution, and de-escalation, visit SecurityGuardCourse.ca for industry-leading online training for security guards in Ontario, Alberta, Manitoba, and across Canada.