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How to deal safely with a non-violent conflict situation

Fri, July 06, 2018

Conflicts with employees, customers or members of the public can happen anywhere at any time.  Our frontline personnel are trained in how to diffuse conflict and prevent a situation from escalating to violence – or worse.

Here are some of their methods that you can use if you ever find yourself in a conflict situation and there isn’t an Armourguard security officer nearby:

The key is to keep calm and be polite.  You can do this by:

  1. Adopting a non-threatening stance
    Your body language is an important part of your communication with the person.

  2. Politely acknowledge their emotions
    E.g. “I can see you are upset/angry/disappointed”) and let them know you are willing to help.

  3. Engaging them and getting them thinking logically (rather than emotionally) by asking questions
    E.g. “When did this happen?”.

  4. Clarify facts rather than assuming you understand what they mean
    E.g. “Just to check I have understood you correctly, please confirm the following happened…”.

  5. Calmly dealing with the person’s emotions if they keep reappearing
    E.g. “I can see/hear/feel your frustration”.

  6. Exploring options to resolve any dispute and then specifying what will then happen

  7. Thanking them for their time speaking with you
    If appropriate, report the incident to the Police when safe to do so.  Police may still need to attend and deal with the situation/person, so ensure all information is accurate and relevant.