How do I deal with difficult or angry people?

 How do I deal with difficult or angry people?

If you behave in a professional manner and communicate effectively, most people will cooperate with you. However, there will always be people who will challenge you. They may do this for a variety of reasons. Maybe they have a problem with the work site you are guarding, maybe they are sick or under a lot of stress, or maybe they just don’t like authorities. You have no control over what happens to these people before they meet you, but you do have control over how you interact with them. What you say, how you say it, and what you do may cause the person to become more or less difficult. Upset or anxious behavior If you try to always be aware of your surroundings and the people in them, you will be able to detect many problems before they happen. For example, you may see someone who looks like they are anxious or upset. They could be pacing back and forth, wringing their hands, complaining to no one in particular, or looking like they are about to cry.

Instead of ignoring these behaviors, try speaking with the person as soon as possible. Approach them gently, make good eye contact, and ask if you can help. You need to make the person feel safe and help them understand that you will do your best to take care of the situation. Sometimes people just need to know that they are not being ignored, especially if they have been waiting for a long time. An example of this would be someone waiting in the emergency ward of a hospital. Practice active listening, and make sure your tone and body language show that you are supportive, not threatening. If you are not able to deal with a complaint, try to direct the person to someone who can help them. If an anxious person thinks that they are being ignored, they may become defensive.

Defensive Behavior

Recognize if someone reacts to you in a defensive way. This means they may not listen to what you are saying or act like they don’t trust you. They may be unreasonable or challenge your authority. An example would be someone who doesn’t have a pass and tries to get backstage at a concert. When you ask them to leave, they start arguing with you. They may even insult you. If a person reaches this stage, you need to respond by being directive. This means being firm and in control. It also means setting reasonable limits and letting the person know what will happen if they don’t behave within those limits. Keep your voice clear and calm and your expression neutral. Speak about the  positive before the negative. With the person above, you could say, “You can leave on your own, I can escort you out, or I can call the police to remove you.” It is very important that you keep your professional discipline. You may need to tell yourself not to take something personally, practise counting in your head, or breathe deeply. Be aware of what “pushes your buttons” and practise ways for remaining calm in times of conflict.

Physically acting out behavior

As people’s anger and frustration increase, so does the build up of energy in their bodies.

By the time they are physically acting out, they have lost control. They may need to be

restrained for their own safety, as well as the safety of others. Always call for back-up

and police if someone becomes violent. Never use more force than necessary. Ask for

training in crisis intervention. It will help you learn safe ways to control or restrain

After acting out

When people regain self-control after acting out, they will feel a decrease in tension.

Their breathing will slow down and they will become calmer. They may even say they are sorry for their behavior. It is important for you to treat them with respect and to give  them time to quiet down. Remind them that you are concerned with everyone’s safety including theirs, and try to end on a positive note.

As a security guard you will come in contact with violent people. Always remember that there are things you can do to make the situation better or worse.