All Quest National Security personnel are routinely trained in de-escalation techniques so that we can avoid or reduce potential conflicts. Our training includes awareness of our behavior, tone of voice, words we use, facial expressions, and body language. By being aware of these signals, we can often de-escalate a situation before it becomes dangerous.
As security professionals, de-escalation is one of the most important techniques we study and practice. We must be able to defuse potentially dangerous situations through communication and negotiation, rather than resorting to force. The highest level of force, Deadly force, should only be used as a last resort when there is an immediate danger to life.
Quest Guards personnel are taught to be alert, observe their surroundings and remain calm. They speak with a voice that is neither aggressive nor threatening in tone so as to not agitate those around them when they have questions or concerns about the situation at hand which can sometimes lead to conflict if left unchecked. When done properly these methods will help de-escalate tensions preventing violence from occurring between the parties involved.
Threatening, aggressive, or offensive behavior may aggravate the situation and make controlling the situation more difficult. Hence, we teach Quest Guards personnel to be alert, observe their surroundings and remain calm. We speak to others using a polite, calm voice and we are not standing in a threatening manner and certainly not placing our hands on our weapons. When done properly and professionally these methods are extremely helpful to de-escalate tensions and possible conflict, avoiding the use of force.
It's important to keep both your voice and body movements in check when handling a difficult crowd or even an excited/enthusiastic one such as at large events. Alcohol consumption can lead people to get more animated which may cause some unwanted behavior from those around them so you must be on guard!
It is a normal human reaction to enter a fight or flight mode under stress. The body and mind naturally respond to a threat by preparing to engage in a fight or run away. These situations greatly increase heart and breathing rates, causing tunnel vision and shaking. These completely normal reactions are what all professional security guards should be trained to handle regularly.
Training goes a long way in resolving potential conflicts without violence or harm. Our training include:
1. Avoid, Observe and Report
2. Cover & Concealment
3. Escalation of Force when needed
4. Self-Control
5. Visual Presence
6. Verbal Communication that includes:
a. Physical stance of the guard
b. Physical Closeness/Distance
c. Tone of Voice
7. Physical Control Levels which include:
a. Physical Contact
b. Using Pepper Spray
c. Using Baton
d. Using a Firearm
Unless others are at risk, our guards take active steps to remove, withdraw or distance themselves from the persons involved in the conflict to avoid and diffuse it. This may range from not stepping forward when challenged with violence - a classic sign that conflicts will escalate-to physically retreating so as avoid any altercations entirely by taking cover beforehand.
A good general rule to follow is this: If there is no justification to use force, then engage in de-escalation. Do not engage in behaviors that escalate the conflict and result in the use of any force. Avoid physical or verbal confrontation and avoid pursuing a subject unless there is an immediate threat to our guards, client’ personnel, customers, business, or property. Take cover, stay on post, contact the local PD, observe, and report.
Security officers do not face conflict all the time. In fact, in most posts, the guard will hardly ever experience a conflict. This is because the presence of the uniformed guard alone combined with his / her body language and stance is often sufficient to deter crime and avoid any conflict. Deterring crime / conflict is the key to a calm and safe environment.
Nerveless, security guards should always perform their duties with a high level of alertness and awareness of their surroundings, identifying odd situations and people that behave in a
suspicious manner and then proceed with assessing the situation to decide what would be the safest plan of action with the most favorable outcome.
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