Handling an aggressive client: de-escalation for security guards

Knowing how to handle an aggressive client is part of a security guard's daily life: at the entrance of a store, in a hospital emergency room, in a bar or at an event. De-escalation means bringing the tension down through words, posture and distance, before the situation tips over. Here is a simple method, based on the public advice of the CNESST (Quebec's labour standards and workplace safety board) and the Canadian Centre for Occupational Health and Safety (CCOHS). It contains no physical control techniques: those belong to the training given by your agency.

This article is for information only. The written instructions of your agency and of your client (the site where you work) always take priority.

What is workplace violence, according to the CNESST?

The CNESST describes workplace violence as physical or psychological. It distinguishes internal violence (between staff members) from external violence, which comes from outside people: clients, patients, suppliers. The latter is what a guard most often experiences. The CNESST also lists risk factors that fit the trade closely: working with the public, handling money, working alone and establishments where alcohol is served.

The CCOHS says the same: violence includes threats, verbal abuse and intimidation, not only blows. An insult or a threat is already an incident, even if no one was touched.

What signs show that a client is about to become aggressive?

The CCOHS publishes a list of warning signs. Among the physical signs to watch for:

• pale or red face, sweating, trembling
• clenched jaws or fists
• exaggerated or abrupt gestures, repetitive movements (pacing)
• a voice that rises or changes tone, rapid breathing
• an angry or evasive look, contemptuous comments
• a person who invades your personal space.

A single sign means nothing. It is the build-up that should alert you. The earlier you step in, the better your chances of defusing the situation with words.

What posture and what distance should you adopt?

The CCOHS recommends a calm posture, standing at an angle rather than face to face, and keeping about one metre of personal space. In practice, for a guard:

• stand sideways, hands visible and open, at waist height
• always keep an exit behind you or to the side. Do not let yourself get stuck in a corner
• avoid crossed arms, a pointed finger, hands on your hips or on your equipment
• if the person moves forward, take a step back rather than "standing your ground".

How do you use your voice to calm the situation?

The CCOHS advice comes down to three words: speak slowly, quietly and confidently, and listen without interrupting. A low, steady voice prompts the other person to lower theirs. Use short sentences, call the person by name if you know it, and rephrase what they just said to show that you understood.

What should you say and what should you avoid in front of an aggressive client?

The idea: acknowledge the emotion without agreeing with the behaviour, and never turn the exchange into a power struggle.

Why offer the client choices?

The CCOHS advises being reassuring and pointing out the different choices available, by proposing specific and realistic solutions. A person who is cornered reacts more strongly. A person who has a way out can back down without losing face. For example:

• "You can wait here, or come back tomorrow morning when the service is open."
• "We can talk about it outside, or I can give you the customer service number."
• "You can leave by the front door or by the side door, whichever you prefer."

Offer only choices that you can actually deliver: a promise that is not kept sets the crisis off again.

When should you withdraw and call for backup or 911?

De-escalation has its limits. According to the CCOHS, if the situation gets worse, you should interrupt the exchange firmly but politely, say clearly that you will not accept being mistreated, and end the conversation. If the person refuses to leave, you move away and call security or the police. The CCOHS also says never to step into a fight without training, and to call the police as soon as a weapon is present.

1. Internal backup: as soon as the signs build up, notify a co-worker or your supervisor by radio, before things get out of hand.
2. Withdrawal: if you are alone facing several people or the threats become specific, move away and protect the public.
3. 911: weapon, blows, death threat or person in danger. Do not wait for permission.

Holding a person by force is another matter, governed by law: see the limits of a citizen's arrest by a security guard.

What should you do after the incident?

• Report: write it the same day, with the facts, the exact words and the witnesses. Our incident report template for security guards guides you step by step. The CCOHS stresses the importance of reporting any threatening interaction.
• Debriefing: go over the event with your supervisor or your co-workers: what worked, what could have been done differently.
• Psychological support: verbal aggression can leave a mark. Among support measures, the CNESST mentions peer support programs. Also ask whether your employer offers an employee assistance program (EAP).
• CNESST: if you are injured, physically or psychologically, report it to your employer and see a doctor. Your recourses are explained in our article security guard assaulted: your rights and recourses.

Frequently asked questions

Does a security guard have to put up with a client's insults?

No. The CNESST considers psychological violence to be workplace violence. You can end the exchange, call a supervisor and record the words in a report.

What distance should you keep from an aggressive client?

The CCOHS suggests about one metre of personal space, standing at an angle. Keep more distance if the person is very agitated, and always a clear exit.

Does de-escalation work every time?

No. It reduces the risks but does not eliminate them. If a weapon appears or blows are struck, your priority is to get to safety and call 911.

Sources

• CNESST, Violence en milieu de travail.
• CCOHS, Violence and Harassment in the Workplace – Dealing with Negative Interactions.
• CCOHS, Violence and Harassment in the Workplace – Warning Signs.
• CCOHS, Violence and Harassment in the Workplace.