Security guards regularly encounter individuals who refuse to comply with reasonable, lawful requests. Whether they are a trespasser, are intoxicated, or simply being disruptive or abusive towards others, it is a security guard’s job to intervene and resolve the issue. Much of the time, good verbal and non-verbal communication skills can lead to voluntary cooperation. Unfortunately, this will not always be the case. For these situations, security guards have a secret weapon…the Refusal Approach.
What is the Refusal Approach?
The Refusal Approach is a multi-step communication process designed to encourage cooperation from an individual who has ignored or rejected the previous efforts of the security guard, while also setting the stage for a possible escalated response. This process allows a security guard to:
- Maintain control of the situation.
- Minimize conflict and escalation.
- Offer the subject clear and structured options.
- Prepare for next steps, should the subject remain non-compliant.
By following the Refusal Approach process, security guards can still de-escalate situations professionally, while enforcing rules and policies.
The Refusal Approach, Step-By-Step
- Ask to Comply Again: Even if the person has ignored your initial requests, firmly and clearly ask them once more. This ensures that your expectations are clearly stated, while setting up the remaining steps.
Example: “I need you to stop blocking the doorway now.”
2. Explain the Legitimate Reason: If someone understands the reason why the rule exists, they are more likely to cooperate with you. After providing your instructions, clearly explain the reason behind the request.
Example: “This doorway must be kept clear at all times to comply with fire code regulations and to keep everyone safe.”
3. Highlight the Benefits of Compliance: People typically respond better when they understand how their cooperation will benefit them directly.
Example: “By moving, you will be helping to keep yourself, and everyone else safe.”
4. Outline the Consequences of Non-Compliance: This is a crucial step. Clearly state exactly what will happen if they refuse to comply. Be firm but professional, and only state consequences that are legal, and that you are prepared to carry out.
Example: “If you continue to block this doorway, we will have to remove you for the safety of everyone. If necessary, we may also request the assistance of the police.”
5. Confirm their Decision: The individual now has a choice to make: Comply with the request, or face the consequences. Asking them directly forces them to choose, and prevents them from continuing to delay the resolution.
Example: Can you please move now, or do I need to take further action?”
6. Take Action: If they choose compliance, acknowledge their cooperation with a simple “Thank you for cooperating.” If they refuse, take the appropriate actions, consistent with the consequences you have previously explained to them. Be sure to act professionally, and in compliance with your legal authorities and company policies.
Example: If the person refuses to move from the doorway, proceed with escorting them away from the area (involving the police if necessary).
Example Scenario: A Customer Has Entered A Restricted Area
You are a uniformed security guard working in a retail store, when a customer walks behind the checkout counter and refuses to leave when asked by the employee there. You approach, identify yourself and ask them repeatedly to return to the customer-side of the counter. They refuse to comply, so you utilize the Refusal Approach:
Ask to Comply: “Please move to the other side of the counter now please.”
Explain the Legitimate Reason: “That side of the counter is restricted to employees only, and your presence there is making the staff nervous.”
Highlight the Benefits of Compliance: “If you come out right now, you may continue with your shopping in the store.”
Outline the Consequences of Non-Compliance: “If you do not, my colleague and I will escort you out of the store completely, and you will not be allowed to return.”
Confirm the Decision: “Would you like to continue shopping, or should we escort you out of the store?”
Take Action: If they move out from behind the counter, thank them for making a good choice and allow them to keep shopping. If they do not, follow through with escorting them out of the store and if necessary, trespassing them from future visits.
By maintaining professionalism, using clear communication, and holding the person accountable for their choices, you ensure that the situation is resolved in the best possible manner.
Tips to Maximize Your Refusal Approach
Use Assertive Communication: Be firm, direct and confident, without being aggressive or threatening. Your tone should sound authoritative, not provocative.
Maintain a Professional Demeanor: Maintain calm, even if the person is being unnecessarily difficult or verbally abusive. Do not allow your frustration to seep into your communication and posture.
Be Prepared for Different Outcomes: How the situation unfolds is ultimately up to the individual, so you must be prepared to immediately take the appropriate action. You must be aware of what legitimate options you have available to you, as well as the pros and cons of each.
Be Aware of Legal Boundaries: Security guards must always operate within their legal and ethical boundaries. Never make idle threats, and be prepared to enforce any consequences you state.
Dos and Don’ts of the Refusal Approach
- Do use simple, clear language to minimize misunderstandings.
- Do maintain eye contact and confident body language.
- Do give the individual a final chance to cooperate before taking action (confirmation stage).
- Do ensure that all consequences are realistic and enforceable.
- Do follow through with appropriate action if non-compliance continues.
- Don’t escalate the situation with aggressive body language or threatening language.
- Don’t make idle threats – only state consequences that you are prepared to enforce.
- Don’t argue or get drawn into a power struggle – keep your responses short, professional and on point.
- Don’t allow non-compliance to persist – stick to the steps of the Refusal Approach and take action if necessary.
Conclusion
The Refusal Approach is a simple and powerful tool for security professionals to gain compliance, maintain control, and resolve conflicts while encouraging cooperation. By following the process and being professional, security guards can resolve challenging situations effectively, while placing accountability for the outcome on the individual.
From the point of view of optics, this looks to others like security is acting reasonably, where the individual is not. Since the outcome is ultimately chosen by the individual rather than the security guard, any escalation taken by security appears reasonable, providing it is consistent with the consequences previously explained.
Communication strategies like the Refusal Approach are intended to reduce the need for security guards to resolve situations through the use of physical force, which carries significant risks. If you would like to learn other communication strategies and best practices, we invite you to visit the courses page of SecurityGuardCourse.ca, where you can learn how to be a safe and effective security professional, while protecting yourself from injury and liability.