How should a security guard handle an angry or aggressive individual?

Remaining calm and using de-escalation techniques is crucial for a security guard when dealing with an angry or aggressive individual. This approach involves maintaining a composed and non-threatening demeanor, which can help to diffuse the situation. De-escalation techniques include actively listening, employing empathetic communication, and providing verbal reassurances to the individual. These strategies can promote a sense of safety and reduce the likelihood of the situation escalating into violence.

By using de-escalation tactics, a security guard helps to create an environment where the aggressive individual feels heard and understood, which can lead to a more positive outcome. This method is effective in many conflict situations and aligns with best practices in security and law enforcement.

In contrast, behaviors like yelling to assert dominance can further provoke anger and escalate the situation. Similarly, physically restraining an individual without attempting to de-escalate first can lead to injury or legal consequences, as it may be viewed as excessive force. Ignoring the behavior can allow the situation to worsen and potentially endanger others. Thus, the most appropriate response is to stay calm and use de-escalation techniques.