Illinois Security Guard Practice Exam

What action should a security guard take when encountering aggressive behavior?

1. Call for backup immediately

2. Use physical restraint

3. Remain calm and use verbal de-escalation

4. Ignore the behavior

The correct answer is: Remain calm and use verbal de-escalation

When encountering aggressive behavior, the appropriate action for a security guard is to remain calm and use verbal de-escalation techniques. This approach is crucial because it focuses on diffusing the situation without escalating tensions further. By maintaining a calm demeanor, the guard can help to lower the emotional intensity of the aggressive individual, potentially leading to a resolution without the need for physical intervention. Verbal de-escalation involves using a composed voice, clear communication, and active listening to address the concerns of the aggressor, aiming to understand their needs and reduce their aggression. Utilizing this technique not only helps ensure the safety of both the guard and the aggressive individual but also promotes a resolution that may prevent any harm to surrounding people or property. Building rapport and using empathetic communication can often redirect aggressive energy into a more manageable dialogue, thus safeguarding the environment. In contrast, calling for backup may be a necessary step if the situation escalates, but it should not be the first response. Physical restraint can lead to increased aggression or injury and should be avoided unless absolutely necessary. Ignoring aggressive behavior is particularly dangerous as it may exacerbate the situation, potentially leading to more serious conflicts.