Handling aggressive behaviour: Guide for door supervisors and security guards
Any security industry workers are quite familiar in dealing with people with aggressive behaviour either verbally or behaviours as it is part of a door supervisor or security guard job. However it is important to know more about dealing with aggressive behaviour in order to have a peaceful, smooth day at work. Most importantly, protecting yourself from this situations if they occur.
It’s important to understand different stages of aggression before you can handle it :
Let’s say for instance someone forgot to present their ID and you kindly told them to come back another night. Maybe that person has pleaded and then come to realisation that no means no, they might transition from an argumentative to physical aggression as they couldn’t have things their own way.
This is when someone expresses his or her feelings of anger towards the other party which can either be expressed verbally or physically. During this stage door supervisor/security guard should use their trained method to diffuse the situation if it arises.
Sometimes actions or speech can make someone angry, which is why it is important to be mindful of your actions towards other people. Always remember that it is your job to diffuse potentially violent confrontation and not create one. So be mindful of what you say to a customer.
Althhough, cases of aggressive behaviour should be looked at and dealt with individually as all cases are different, security operatives can use the pneumonic REACT as a base guide for dealing with altercations:
1) Request: Request to see a form of ID and should the individual fail to provide this, calmly ask them to leave.
2) Explain: Explain your decision to not give the individual entry without a valid ID ( e.g. laws against serving alcohol to minors )
3) Appeal: Appeal to the individual and explain the actions you are required to take should they keep protesting
4) Consequence: Should the individual still refuse to comply, repeat the above steps once more to make sure the individual is aware of the consequences before proceeding to take forceful action.
5) Take action: When all other means of persuasion have proven to be futile, take action. ( e.g. call the police )
Use effective body language to show the individual who is in control of the situation by displaying your level of professionalism Inorder to keep altercations from spiralling out of control. Also Keep calm and study the individual’s body language to detect intentions of physical violence. And always Keep distance from the individual and urge bystanders to do the same, using a loud and assertive tone of voice or change your body stance in order to show the individual you aren’t afraid or intimidated.
Always keep calm even when frustrated and aggravated.