If you are a security officer, you will find yourself in intense and potentially dangerous circumstances. You must know how to handle a stressful situation. For example, the best way to handle a stressful individual is to make him/her calm.
Security officers should be vigilant to recognize stress before it escalates. You’ll be able to resolve a problem faster if you take leadership early. Conflict de-escalation is an important skill that doesn’t come naturally, so you need to train and plan to take care of an anxious encounter. You should learn to stay calm in tense situations and sympathize with the resentful person. Here are three approaches that security officials might use to deal with a tense situation.
Listen With Empathy
People who are upset frequently want everyone to know how they feel. They will shout and rave to do so. As a security officer, you must listen carefully and actively
The individual’s rant will provide you with further information on the incident. When others know you care about what they have to say, your active listening may also assist to reduce the tension. The goal of conflict de-escalation is to maintain peace while also making sense of the situation.
Empathy is another essential element of managing stressful situations. You should try to acknowledge other person’s emotions to better understand how they feel.
Communicate With Clarity
Communication is a vital key to eliminating conflicts. Security officers should be fluent while communicating. He should pay attention to all aspects of what the individual is saying including their tone and body language. They should talk calmly and stand away from the angry person.
Make sure you obtain clarification to have a deeper understanding of the issue. If there are any disruptions, be cool and attempt to resume where you left off. You may also engage the person by asking for brief, open-ended inquiries. Always maintain a cool and aware appearance and show respect to the angry person through an apology. This will help to calm them down and rethink the situation.
Offer a Suggestion
The final part of stressful situation management is to figure out the best way to eliminate the tension. Security officers can offer to cooperate with the distressed person to prevent their resistance to listening to your ideas.
In most cases, orders and demands do not work with an emotional person. The best approach is to offer a suggestion and listen to their requirements.