Security personnel often find themselves dealing with people who are angry, difficult or have a changed mindset. This may include a person being denied entry or attending a party or event, or angering someone who has been lined up in a long queue or crowded, overpopulated area. When security personnel and/or bodyguards are in these situations, the basics of human psychology and a solid set of communication skills can help. There are several ways to distract people with angry people or to deal with difficult people, all of which involve these types of skills and know-how.
Listening: When receiving the end of an angry person, security guards should show good listening skills, even if they know that the injured person is wrong. By letting this person vent their frustrations and express their opinions, he/she may become easier to handle. One of the main reasons why customers and everyday citizens lose their calm and become aggressive is to feel that they are not being heard; simply acknowledging their feelings can alleviate the intensity of the situation. Let them know that they have good reason to feel uneasy and assure them that their situation will be dealt with as soon as possible.
Understand: Security personnel should try to be as sympathetic as possible to understand why the person is upset. When appropriate, say "I can imagine how frustrating you are, and I apologize for the inconvenience caused." This is something that one needs to hear. They need to hear their anger and change in different ways. Their feelings. Let them know that their feelings are important and their complaints will not be ignored. When expressing your understanding, you must not appear to condescend; if this person feels degraded in everything else, their manners may increase, and the guards must work twice as much to calm them down.
No response: Most importantly, officers should not respond to a person's aggression in a more aggressive manner. Although it is easy to compare with this person's tone and "stand together," yelling at an agreed person will not produce any results, and will make officials or guards look unprofessional. Despite their growing frustration, the guards should ignore insults and careless remarks as much as possible. Angry people often speak in the enthusiasm of the moment, and do not represent what they vent. In addition, acknowledging mistakes is appropriate and beneficial if circumstances warrant; security personnel should not be afraid to gently correct mistakes or inaccurate statements, but they must do as calmly as possible. A good example is a person saying "I have been waiting in line for a few hours"; the guard can answer "My time shows that it has actually been 35 minutes, but I understand that it must feel like a few hours", if so if.
Agreement: It is also useful to try to agree with an angry person about something, even anything, because it is an opening that can lead to other agreements in the conversation. This will temporarily transfer the power of security personnel who appear to be responsible for the temporary fate of this person to those who believe they are unfair. If it's a guard patrol, and the person comments on the bad customer service they're experiencing, the guard can play on both sides of the fence while staying professional and apparently verifying the upset; say, "Well, I There is no personal experience with the staff here, but you are not the first to express dissatisfaction. This is a good way to maintain neutrality and control people's anger.
Orignal From: Security guard's strategy when dealing with angry people
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