How to Maintain Professionalism in Challenging Situations: 5 Tips for Security Guards

You're a security guard. Your job is to protect people and property. But it's not always easy to stay professional when dealing with unruly people or tense situations.

In this article, we'll explore five tips to help you keep your cool and handle challenges professionally. De-escalating conflicts, communicating clearly, and knowing when to call for backup are essential skills we'll cover. With the right mindset and techniques, you can protect yourself and others even when things get heated.

Top Challenges Faced by Security Guards

Security guards encounter diverse challenges in their daily duties, including:

• Confrontations: Dealing with aggressive or confrontational individuals.
• Emergencies: Responding to emergencies such as fires, medical incidents, or security breaches.
• Crisis Situations: Managing crises such as protests, riots, or active threats.
• Ethical Dilemmas: Navigating ethical gray areas while upholding standards.

What is Professionalism in Security?

Professionalism in the context of security encompasses a range of behaviors, attitudes, and skills that contribute to effective job performance. It involves:

• Maintaining Composure: Remaining calm and composed under pressure is crucial for making sound decisions and effectively managing challenging situations.
• Ethical Conduct: Adhering to ethical standards, respecting confidentiality, and upholding the law are fundamental to maintaining professionalism.
• Effective Communication: Clear and respectful communication fosters trust and helps de-escalate tense situations.
• Continuous Learning: Staying updated with training, industry trends, and best practices demonstrates commitment to professional growth.

Keep Your Cool - Don't Let Anger Get the Best of You

When tensions flare, take a moment to breathe. Inhale slowly through your nose, letting your belly expand. Exhale out through pursed lips. Deep breathing helps dissipate the adrenaline rush that comes with anger.

It gives your rational mind a chance to catch up with your emotional brain.

In the heat of the moment, it's easy to get tunnel vision. But try to see the bigger picture. Is this situation really worth getting worked up over?

Putting things into perspective can instantly deflate an anger bubble. Ask yourself - is my reaction proportional to what's happening?

A silly joke or light-hearted comment can quickly turn anger into laughter. But be cautious with humor - poorly timed jokes can further inflame tensions. Only use levity when you sense the other person is receptive.

Self-deprecating humor that doesn't mock the other party is usually a safe bet.

Follow Protocol - Stick to the Rules Even When Frustrated

As a security guard, you'll encounter frustrating situations daily. Rude customers, unruly crowds, or disagreements with coworkers can test your patience. But no matter how tempting it is to lose your cool, professionalism must prevail. Following established protocols is crucial for maintaining order and your credibility.

Protocols aren't arbitrary - they're carefully designed to mitigate risks and standardize responses. Deviating from procedures, even with good intentions, undermines their effectiveness and opens up liabilities. Stick to the script, even if it seems counter-intuitive in the heat of the moment.

As an authority figure, your conduct sets the tone. If you disregard the rules, others are more likely to follow suit, breeding an environment of chaos. Conversely, upholding protocols with poise demonstrates professionalism and earns respect. Your steadfast adherence could defuse tense situations before they spiral out of control.

Communicate Respectfully - Be Polite and Professional

As a security guard, how you communicate can make or break a situation. Remaining polite and professional, even when faced with challenging behavior, is crucial.

The way you phrase things matters immensely. Avoid accusatory or confrontational language that puts people on the defensive. Instead, opt for neutral phrasing that focuses on resolving the issue at hand. For example:

• "I understand you're frustrated, but..." rather than "You need to calm down."
• "For safety reasons, I'll have to ask you to..." instead of "You can't do that!"

Being polite yet firm in your communication style goes a long way.

Part of communicating respectfully is truly listening to the other person's perspective. Make eye contact, nod to show you're following along, and rephrase their statements to confirm your understanding. Feeling heard can help defuse someone's negative emotions.

Know When to Disengage From Escalating Situations

When working as a security guard, you'll inevitably encounter tense and potentially volatile situations. Whether it's an unruly patron causing a scene or a confrontation between co-workers, these moments can escalate quickly if not handled properly.

It is important to recognize the signs of escalation before it spirals out of control. Look for raised voices, aggressive body language, and a general disregard for your instructions. If someone is ramping up instead of calming down, it may be time to disengage.

There's no shame in walking away from an escalating situation - in fact, it's often the most professional course of action. By removing yourself, you eliminate the catalyst and deny the instigator the reaction they crave. This defuses tensions and prevents a minor issue from becoming a major incident.

Walking away doesn't mean abandoning your post, however. You're simply strategically retreating to regroup and, if needed, call for backup. Your safety is the top priority. There's no point in risking injury over a confrontation that could be avoided.

Reflect on Challenging Interactions - Learn From Difficult Experiences

After any intense confrontation or difficult interaction, take a step back to review what happened. Jot down notes while the details are fresh in your mind. Reflect on how you reacted and what you could have done differently to de-escalate or improve the situation. Honest self-assessment is key to growing from challenges.

Don't just rely on your own perspective. Ask colleagues who witnessed the event for their candid feedback on your conduct and crisis management skills. An outside viewpoint can reveal blindspots in your approach. Supervisors can also provide valuable coaching based on their expertise. Stay open-minded - even criticism can guide your professional development.

Once you've identified areas for improvement, update your procedures accordingly. Refine your communication tactics, modify your stance or timing for interventions, or adjust safety protocols based on lessons learned. Evolving your methods shows commitment to excellence.

Even the most seasoned security guards make mistakes sometimes. It's important to have the humility to own up to errors, big or small. Examine what went wrong, why it happened, and how to prevent a repeat incident. Beating yourself up solves nothing - learn the lesson and move forward as a wiser professional.

Conclusion

As a licensed security guard, you have a duty to keep calm and carry on, even when dealing with difficult people and situations. Remember, staying professional reflects well on you and your employer. Follow the tips we covered - take a deep breath, be the better person, follow protocol, get help when needed, and debrief after. Keeping your cool under pressure will make you an excellent guard. We all face trying times, but it’s how we handle adversity that really matters. Approach each day with patience and integrity.