For security guards, it’s inevitable that they will run into some sort of conflict. So, learning how to de-escalate these situations is imperative, not only for the safety of the security guard but for all those involved. After all, the primary role of a security guard is to ensure people and property are protected. 

Here are five techniques from the experts at Stonewall Security that could help you de-escalate a situation. It’s important to note that these should only be done as long as the person doesn’t pose a threat or danger to anyone, including themselves. 


Listening is key when it comes to defusing any conflicting situation and although it might sound simple, it can actually be a lot harder than you initially think. In fact, one of the main things people who are angry or frustrated want is to be listened to. Therefore, security guards should practice actively listening, which means allowing a person to rant and yell, without interrupting them.

Choices and consequences

While security guards are there to enforce rules, it’s important that they explain to individuals that the choices they make will have consequences that they must accept. Remember, people who are angry will not like being told what to do. Instead, security guards should discuss potential choices with that person and empower them to make a decision they are comfortable with. 


While the easy option might be to resort to giving out orders, security guards should train themselves to empathise. This means having the ability to put themselves in a person’s position and understand why they are feeling what they are feeling. If you don’t show empathy, you might appear judgemental or patronising, which could lead to the situation getting worse.


To de-escalate a situation effectively, a security guard must remain professional. However angry and frustrated a person is being, it is essential that security guards don’t react with the same emotion. As a security guard, you have been trained to do this job, which means you have a responsibility to maintain professionalism, as well as self-control.

It’s also important to remember that despite any conflicts occurring, you have your reputation – and the organisation you work for – to consider. Again, this means keeping professional should be a priority when de-escalating any situation.

Effective communication

As a security guard, the way you communicate with a person who is already highly emotive can impact the entire situation. And remember, effective communication is not just about the words that you say, it’s about how you say those things, as well as your body language.

You need to be aware of every aspect of communication, including the likes of always maintaining a calm tone and watching your hand movements, so you don’t appear threatening.

If you are looking for a trustworthy and reliant security service then get in touch with Stonewall Security. Whether you are looking for a team of professionals to protect your business or event, we will be able to build a bespoke security package to suit your needs. Contact us today.

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