What should a security guard do to de-escalate a tense situation?

Utilizing calm verbal communication and active listening is crucial for de-escalating tense situations. This approach helps in creating a non-threatening atmosphere, allowing all parties to feel heard and respected. By remaining composed and using a steady tone, a security guard can help diffuse anger and frustration, encouraging dialogue rather than confrontation. Active listening further reinforces this communication, as it demonstrates empathy and understanding, which can significantly lower the emotional temperature of the situation.

In contrast, walking away may signal a lack of concern or an unwillingness to resolve the conflict, potentially exacerbating the issue. Shouting at the parties involved escalates tension and can provoke aggression, while calling for backup might be necessary in extreme cases, but it may not be the first course of action unless the situation is immediately dangerous. Therefore, fostering an environment of calmness through effective communication is the most appropriate initial strategy for de-escalation.