Dealing with Irate Individuals by Emmanuel Manolakakis, Regional Director

Author: JTF Security Group | | Categories: comox security , Protective Services , Security Training

Security Training Vancouver

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.



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