Any SIA Licenced Door Supervisor who works in a frontline public faces difficult members of the public in both verbal and physical circumstances. It is the duty of the door supervisor to deal effectively in a calm, safe and professional manner to handle aggressive behaviour.
Stages of Aggression To Understand As A SIA Door Supervisor
Before a security guard can control hostility, it's critical they can comprehend aggression phases. There are five main phases of aggression (1) Trigger; (2) Escalation; (3) Crisis; (4) Recovery; and (5) Post-Crisis. How security guards respond to escalation and crisis is very important as it will impact the severity and consequences of the situation.
Trigger:
A member of the public encounters a bad situation or incident, and they become angry. An event or circumstance that humiliates, shames, frustrates, or frightens the member of the public may come first; anger then follows as a later emotional response.
Escalation:
Let's imagine, for example, that someone forgot to bring their ID and you refused entry on that basis. Because they couldn't get their way, the person may have protested but then realised that they aren't going to get let in; as a result, they may have then gone from pleading to argumentative to physically emotive behaviour.
Crisis:
Crisis management is the focus of stage three. Make three inquiries to yourself: Can I shrink the crowd? What am I asking of them? Is anyone currently in danger?
This is the time when the person vents their resentment towards the other person, either vocally or physically. If a crisis emerges during this step, the door supervisor or security officer should apply their trained procedure to diffuse it.
It's important to be conscious of how you act around other people since occasionally words or actions might anger a person. Always remember that rather than initiating potentially violent conflict, it is your obligation to prevent it. As a result, use caution when speaking to people.
Security personnel can use REACT as a starting point for handling altercations, yet incidents of violent behaviour should be examined and handled individually because each case is unique:
Request
Explain
Appeal
Consequence
Take action
To prevent arguments from getting out of control, use positive body language to demonstrate to the other person that you are in charge of the situation by acting professionally.
Additionally, maintain your composure and observe the person's body language to spot any signs of physical violence. Additionally, always maintain a safe distance from the person. Use a strong and authoritative tone, or alter your body position, to demonstrate to the person that you are not afraid or intimidated. Even when you're upset and annoyed, remain composed and professional as a security guard.
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