Dealing with Irate Individuals

A security guard’s responsibility is to handle individuals with different personality types in the best possible way. When dealing with irate individuals, a security guard must always:

• Remain calm and show a willingness to listen attitude
• Acknowledge the individual’s right to complain
• Never argue
• Admit his or her errors
• Apologize, if warranted
• Avoid blaming
• Follow the client’s policies when dealing with a complaint

If you follow the advice above you will be able successfully defuse and de-escalate 95% of all irate individuals.