Managing Public Interactions – Security Guards’ Safety

Key Principles

• Stay aware: scan your area for potential issues (crowds, alcohol/narcotic use, obstructions) and position yourself to maintain visibility and a safe exit.
• Stay calm and professional: your tone, posture, and language set the tone of the interaction.
• Prioritize safety over being right: de-escalation and containment are primary goals; enforcement and confrontation are secondary.
• Communicate and document: notify supervisors/ dispatch early if concerns arise and record the incident afterward.

Verbal Judo — Practical Tips

Use the 3-step approach: Ask, Set Options, Confirm

1. Ask — politely request cooperation (“Sir, could you step back from the platform edge, please?”).
2. Set Options — present clear, limited choices that are acceptable to you (“You can wait behind the line, or I can call assistance.”).
3. Confirm — close the interaction and document the outcome (“Thank you for moving back. I’ll stay nearby until the train arrives.”).
   • Use calm, directive language: short sentences, low/ moderate tone, non-accusatory words.
   • Name the behavior, not the person: “I cannot allow this bag on the seat” rather than “You’re being reckless.”
   • Use empathy statements: “I can see you’re upset. I want to help. Let’s do this together.”
   • Avoid arguing, sarcasm, or raising your voice.

Safe Distance & Positioning

• Maintain a non-threatening distance: usually 1.5–3 meters (6–12 ft) depending on the person’s behavior and environment.
• Keep an unobstructed path to an exit; position yourself at a slight angle rather than directly face-to-face.
• Use environmental barriers when appropriate (desk, counter, open doors) to preserve space.
• If a subject becomes agitated, increase distance and create space for escape—not to retreat from duty, but to reduce risk.
• Be prepared to reposition, away from or within the situation depending on your assessment.

When to Call Police or Additional Support

• Immediate threat to life, weapons present, or violent assault.
• Subject displays clear intent to harm self or others.
• Crime is in progress and requires law enforcement (theft in progress, forced entry).
• You cannot safely control the situation or the subject becomes physically aggressive.
• Persistent refusal to follow lawful safety directives that create imminent risk (e.g., refusing to leave a secure area).
• If in doubt and risk is increasing, call dispatch for advice and backup.

Scenario + Do / Don’t Checklist

Scenario: Late evening on a transit platform, an irate passenger shouts at staff after being denied access to a restricted area. He paces aggressively and throws a small item toward the platform edge.

Do:

• Keep a safe distance and signal backup immediately
• Use a calm, firm voice: “Sir, please step back. I’m calling for assistance.”
• Offer limited options: “You may wait behind the line or move to the seating area.”
• Use a neutral stance and maintain clear sightlines.
• Document the incident and report to your supervisor and dispatch.
• Use the relational approach by asking them what you can do to help: “I can see you are struggling…” or “I want to help you, talk to me.”
• Use active listening to understand what the problem may be to assist them in finding a solution.
• Collaborate with them, give them the power to solve their crisis rather than imposing one upon them.

Don’t:

• Approach directly or block his/her exit path.
• Match aggression—do not shout or use insults.
• Engage in prolonged argument or try to physically restrain unless trained and necessary.
• Leave the area without notifying dispatch or a colleague.

Quick Reminders

• Report all interactions that escalated or made you feel unsafe, even if no injury occurred.
• Refresh de-escalation training every year and participate in scenario drills.
• Keep radio/phone charged and accessible; know sitespecific escalation numbers.