Dealing with Irate Individuals by Emmanuel Manolakakis, Regional Director
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.