Builds on: Legal Aspects of Security Work
Managing Conflict
Readiness training. Guarding.Tech does not grant any official certificate, licence or authority.
Every day, a guard says "no" to someone. "No entry without a pass." "No parking here." "Please open your bag." Most people accept it. Some get upset. A few get angry. How you speak and stand can calm things down, or make them worse.
Focus: stay calm, listen, explain, keep a safe distance and a way out, and know when to step back and call for help.
Learning objectives
- Name common triggers that make people angry.
- Read signs that a person is getting more upset.
- Use calm words and body language to lower the tension.
- Keep a way out for yourself and for the other person.
- Keep checking the risk, and decide when to withdraw and call for help.
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