Oklahoma Security Guard Practice Exam

When confronted by an angry individual, what should a security guard do?

1. Argue back to assert authority

2. Remain calm and try to de-escalate the situation

3. Call for backup immediately

4. Ignore the individual

The correct answer is: Remain calm and try to de-escalate the situation

Remaining calm and attempting to de-escalate the situation is the most appropriate response when confronted by an angry individual. This approach not only helps to stabilize the interaction but also reduces the potential for the situation to escalate further. By maintaining a calm demeanor, a security guard can communicate effectively, showing the individual that they are being heard and that their feelings are acknowledged. This can often diffuse tension and lead to a more constructive dialogue. De-escalation techniques may include using a soft tone of voice, asking open-ended questions, and showing empathy. Such methods invite the upset individual to express their concerns without feeling threatened, thereby promoting a resolution to the conflict. This approach is critical in a security context, as managing emotional responses can prevent confrontations from escalating into more serious incidents. In contrast, arguing back would likely escalate frustration, while calling for backup might be premature unless the situation becomes unmanageable. Ignoring the individual can lead to feelings of neglect and may heighten the anger. Therefore, the best practice in this scenario is to remain calm and work towards de-escalation.