Most tense situations involving an irate person can be diffused before the incident gets physical. Even with onsite security, you or your staff may have to calm a situation before security personnel arrive at the scene. Here are some of the de-escalation techniques professional security and law enforcement teams use.
Angry people want to vent and be heard. Provide a listening ear to understand the person’s source of frustration. To de-escalate the situation be an active listener and only interject when you need clarification.
To resolve conflict, listen and apologize even if you believe the angry person is unreasonable. This isn’t about right and wrong; it’s about resolving conflict peacefully. A violent confrontation isn’t worth standing your ground by insisting that you are right. Remember, angry people earnestly believe they have a legitimate grievance even if others may not think so. Continue Reading →