Conflict management and de-escalation techniques
Introduction
In your role as a security officer, conflict is part of the job — whether it’s an angry customer, a non-compliant trespasser, or a dispute between two individuals.
Your goal is not to win the argument — it’s to reduce the risk, calm the situation, and keep everyone safe. This is called de-escalation.
By learning how to manage conflict professionally, you’ll protect yourself, the public, and your company — while staying compliant with SIA, BSI, and NSI standards.
Legal & Professional Standards You Must Follow
| Law/Standard | What It Means for You |
|---|---|
| SIA Licencing (PSIA 2001) | You’re required to be trained in conflict management and follow best practices. |
| BS 7499 (Static Guarding Standard) | Requires officers to avoid escalating situations and use non-confrontational approaches. |
| BS 7858 (Vetting and Screening) | Ensures that officers are trustworthy and mentally fit to handle confrontation. |
| NSI Codes of Practice | Promote professional behaviour and minimal force. |
| Human Rights Act 1998 | Requires you to treat people with dignity and respect, even under pressure. |
| GDPR 2016/679 | If using CCTV or body-worn cameras, you must inform the person and follow proper procedures. |
What is Conflict?
Conflict is any situation where people disagree strongly — especially when emotions run high.
In your work, this can include:
Refusing entry to someone
Asking someone to leave
Suspected theft or rule-breaking
Dealing with intoxicated or aggressive individuals
What is De-escalation?
De-escalation is a set of verbal and non-verbal techniques used to reduce tension and prevent a situation from becoming aggressive or violent.
The aim is to calm, reassure, and resolve — not to prove you’re right.
Why This Matters (Key Stats)
Over 70% of violent incidents in retail and hospitality begin as verbal disagreements.
9 out of 10 incidents involving physical aggression could have been prevented with proper communication.
Security officers using de-escalation are 67% less likely to suffer workplace injury.
(Source: British Retail Consortium & SIA Compliance Reports, 2024)
Key Conflict Management Techniques
1. Stay Calm – Be the Professional
Use a low, steady voice.
Slow down your breathing.
Avoid swearing or reacting emotionally.
Tip: If you’re calm, the other person is more likely to calm down too.
2. Use Non-Threatening Body Language
Open palms, relaxed shoulders.
Maintain safe distance (1.5–2 metres).
Don’t point or cross your arms.
Real-world scenario: A customer accuses a colleague of racism. You stand at a respectful distance, hands visible, and say, “Let’s talk this through calmly — I’m here to help.”
3. Active Listening
Let the person speak — even if they’re angry.
Nod occasionally and respond with short affirmations like “I understand”, “I hear you”.
Summarise their concern back to them.
Shows respect and diffuses tension.
4. Empathy and Acknowledgement
Say things like:
“I can see you’re upset.”
“That must be frustrating.”
“Let’s work together to sort this.”
Avoid blame or sarcasm. Never say, “Calm down!” — it usually has the opposite effect.
5. Give Clear, Simple Choices
Offer respectful alternatives:
“You can leave quietly now, or we’ll have to involve the manager.”
“I can listen to your complaint if you lower your voice.”
This gives them control, which lowers emotional intensity.
6. Know When to Step Away
If the situation is escalating despite your efforts:
Withdraw and monitor from a safe distance.
Call for support (supervisor, police).
Document the incident in full.
Always put safety above winning the argument.
Real-World Example
Situation: A customer at a shopping centre refuses to leave after hours and becomes verbally aggressive.
Poor approach: The officer shouts, blocks the exit, and argues — leading to a fight.
Best practice: The officer uses a calm tone, backs away slightly, offers the customer two options, and reassures them they can leave without penalty. The customer eventually leaves without physical confrontation.
The officer prevented escalation, stayed professional, and followed BS 7499 guidance.
Consequences of Mishandling Conflict
| Mistake | Possible Outcome |
|---|---|
| Shouting or threatening | Escalation into violence |
| Physical contact too early | Assault charges |
| Ignoring the issue | Safety risk or policy breach |
| Mocking or belittling | Complaint or HR action |
| Failing to report incident | Disciplinary action or audit failure |
