While conflict is a part of everyone’s life, for security guards it is a daily reality. Whether they are handling disputes in a retail environment, reducing tensions at public gatherings, or engaging in challenging interactions in private spaces, the way conflict is managed can dictate whether the situation escalates or gets resolved peacefully.
A relatively new tool called the Public-Police Interactions Training Aid (ITA) can help. Developed through the Ontario Police College, the ITA places significant emphasis on conflict prevention and de-escalation, which are critical for reducing the risk of harm, improving outcomes, and ensuring compliance with legal and ethical standards. By using communication to foster cooperation and maintain control of the interaction, security guards can prevent situations from spiraling out of control, and reduce the need for physical interventions.
This post explains conflict prevention and de-escalation as outlined in the ITA, and provides some practical strategies and examples to help security guards improve their communication skills in these areas.
Conflict Prevention
What Is Conflict Prevention?
Conflict prevention refers to proactive measures taken to manage behaviours and situations that have the potential to escalate into confrontations and disputes. The goal is to identify potential triggers that might lead to an escalation and address them early in the interaction. The benefit of effective conflict prevention is the maintaining of calm environments, a reduced risk of harm, and more positive outcomes for all.
Why Is It Important?
Focusing on conflict prevention reduces the likelihood of situations becoming violent, thereby reducing the risk of harm. It also creates opportunities for peaceful resolutions where all parties work to find solutions together. This communication style also builds trust with the public and communities that the security guard serves. Security guards must also operate within legal and ethical boundaries, which focus heavily on achieving voluntary compliance through communication, with physical force being the option of last resort. Conflict prevention need not be overly complex. Here are some tried and true strategies you can start using right away:
Verbal Strategies
First Contact Approach:
- Begin your interactions with respect and professionalism by greeting the subject, introducing yourself, and stating the reason why you’re speaking to them. Be sure to allow them the opportunity to speak as well and use the information they share to help determine the next steps.
- Example: “Good afternoon, my name is [Your Name]. I am part of the security team here. I heard some raised voices, so I came over to see if everything is okay. Can you tell me what’s been going on so that I can try and help to find a solution?”
- Maintaining a calm and cooperative tone and demeanor helps to alleviate the other person’s anxiety, and encourages them to remain calm and cooperative.
Explain and Inform:
- People are much more likely to cooperate if they understand the reasons behind your request.
- Example: “The reason I am asking you if you work here is that we are in an employees only area, and I don’t see your ID badge.”
- Providing context enables mutual understanding, and helps prevent misunderstandings or the perception of inequitable treatment.
Non-Verbal Strategies
Open Body Language:
- Use good posture, with your hands up and open. Maintain eye contact during the interaction, nodding as they speak, and smiling when appropriate.
- This helps show that you are paying attention and interested in what they have to say.
- Avoid crossing your arms, or standing with your hands on your hips. Do not make fists, or stand in any way that appears aggressive or confrontational.
Facial Expressions:
- Smile when appropriate, and maintain a neutral expression.
- Many emotions are expressed through our face, so be careful not to frown, scowl, or appear angry.
Additional Techniques
Deflect Inflammatory Comments:
- When faced with insulting or triggering comments, resist the urge to respond defensively. If it is a direct insult, ignore it. If the comment is unrelated to the issue, redirect the conversation back on topic.
- Example: The subject says, “The guy at the info desk said it was fine!” The security guard responds, “I believe that you’ve been given some incorrect information. I would like to help you understand your options, so you can make an informed decision.”
Empower Decision-Making:
- Include the other party in the decision-making process.
- An effective strategy is for a security guard to explain all of the options available to resolve the issue, along with the pros and cons to the subject for each option. Then the security guard asks the subject which option they would prefer.
- This approach helps the other person to feel heard and respected. It also places accountability for the outcome on them.
- Example: “The building is now closed for the day. You can leave now and come back between 9am and 6pm tomorrow. However, if you continue to refuse, we will be forced to trespass you, in which case you will not be able to return. If you do, you may be arrested. How would you like to proceed?”
Redirect and Reposition:
- If tension builds, or crowds gather, consider moving to a different location. Sometimes a change of scenery, or a more private place can shift focus and ease the tension.
- Example: “Let’s step away from the noise and the crowds so that it’s easier for us to speak.”
De-Escalation
What Is De-Escalation?
De-escalation is the use of verbal and non-verbal strategies that are intended to lower tensions and calm an escalating situation. This allows for a more reasonable conversation and leads to better outcomes. In situations where force does become necessary, utilizing de-escalation strategies can minimize the amount of force that is required
Why Is It Important?
De-escalation reduces the risk of harm and injury to all parties, improves outcomes, and aligns with legal and ethical standards. It also demonstrates professionalism in security, and strengthens public trust in the ability of security guards to manage situations responsibly.
Key Techniques
Active Listening:
- Acknowledge the other person’s opinions, beliefs, and emotions to make them feel heard and respected.
Example: “I can see that you’re upset about this situation. Let’s try and find a solution together.”
- Use paraphrasing to confirm understanding and that you were paying attention.
Example: “So, you’re frustrated because you feel like the policy is unfair?”
Consistent Communication:
- Be careful to align verbal and non-verbal cues so that they convey the same message.
- Use a calm tone and non-judgmental phrases, combined with open posture to demonstrate calmness.
Managing Imminence
Recognizing Imminent Threats
Security guards must be able to quickly assess situations for imminent threats, where harm could occur if swift action is not taken. There are three parts, or questions, that the security guard must consider:
- Intent: Is the person showing signs of aggression, hostility, or pre-assault indicators?
- Ability: Does the person have the means to cause harm?
- Opportunity: Will the current conditions allow for harm to occur?
If the individual is not showing intent, then there is no imminent risk. If they are showing intent, but either the ability or opportunity does not exist, likewise there is no imminent threat of harm. The goal of the guard, when intent is present, is to remove either the ability or opportunity in order to manage the threat. Communication plays a key role in this.
Relational vs. Directive Communication
Relational Communication:
- Focuses on empathy and rapport-building, when there is no immediate threat.
- Example: “Hello, I am with building security. I can see that you are upset. Is there something that I can do to help you?”
Directive Communication:
- When there is an imminent risk of harm, clear and authoritative commands are required to ensure safety.
Example: “Take three steps back, and remove your hands from your pockets.”
Case Study: Managing Conflict at a Community Event
Scenario:
You are working security at a busy community festival. Two attendees, a man and a woman, are arguing loudly over the last remaining seat in a prime viewing area. The dispute is beginning to draw a crowd, and nearby families are visibly distressed.
Applying Conflict Prevention and De-Escalation
Assess the Situation:
- Observe body language: The man is gesturing wildly. The woman is standing very close, and pointing her finger in the man’s face.
- Identify triggers: Good seating is in short supply, the seating policy is not well known.
Prevent Conflict:
- Approach and calmly introduce yourself:
”Hi there, I am with event security. I see that there is a disagreement about who should get this seat. Maybe I can help sort it out.”
- Maintain an open posture, and reasonable distance, to avoid escalating things further.
De-Escalate:
-
- Use your active listening skills to hear both side’s perspectives, paraphrasing their concerns to confirm understanding.
“If I heard you both correctly, you both arrived here at about the same time, so it’s hard to say who is actually entitled to this seat. Is that correct?”
- Propose alternative solutions, such as finding a comparable seat in another area and holding it until one of them can get over to it.
Manage Imminence:
-
- If they continue to escalate, their voices get louder, they get closer to each other, threatening comments or gestures are made, etc., switch to directive communication:
“I need you to both take two steps back from each other, and focus your attention on me so that we can work together on a solution.”
- Call for additional support if necessary to ensure everyone’s safety.
Resolution and Follow-Up
- Include both parties in determining the solution, trying to accommodate the needs of both sides as much as possible. Once a solution has been found, ensure that each party follows through with the agreement, providing assistance where necessary.
Conclusion
Conflict prevention and de-escalation are fundamental security skills. They help to reduce risks, improve outcomes, and maintain professionalism in high stress situations. By applying the principles outlined in the Public-Police Interactions Training Aid, you can manage many challenging scenarios with professionalism, while also upholding legal and ethical boundaries.
Strong communication skills are the foundation of effective conflict management. The ability to remain calm, listen actively, and respond appropriately will help you build trust and ensure safety, in even the most difficult situations.
If you are looking to enhance your skills, our Conflict De-Escalation course covers all of the fundamentals and principles of effective conflict prevention and de-escalation.
References
Toronto Police Service (2024, January 9). Ontario Public-Police Interactions Training Aid Framework Document. Retrieved December 24, 2024, from https://www.tps.ca/media/procedures/da5ce613-1d0c-43a2-96ab-227560a8fedd.pdf