What should a security guard do when approached by an angry individual?

Remaining calm and listening while assessing the situation is crucial when addressing an angry individual. This approach demonstrates professionalism and de-escalates potential conflict. By keeping a composed demeanor, a security guard helps to diffuse the tension that often accompanies anger. Active listening allows the guard to understand the individual's concerns, fostering a sense of respect and validation.

Moreover, assessing the situation helps the guard evaluate the level of threat the individual may pose and prepares them to respond appropriately. In many instances, simply allowing a person to express their feelings can lead to resolution without further conflict.

In contrast, actions such as shouting back can exacerbate the situation and lead to escalation. Ignoring the individual undermines the possibility of resolving the issue and could potentially lead to increased frustration on their part. Additionally, calling the police immediately should generally be reserved for situations where there is an immediate threat to safety, rather than as a first response to anger. This makes remaining calm and listening not just the most effective response, but also the safest approach.