What is an effective strategy for a security officer when encountering an agitated individual?

Remaining calm and using de-escalation techniques is critical when dealing with an agitated individual. The primary goal in such situations is to diffuse tension and promote a sense of safety for everyone involved. By maintaining composure, a security officer can model the behavior they wish to see and can communicate more effectively.

De-escalation techniques may include actively listening to the individual, using a calm tone of voice, and being empathetic to their feelings. This approach can help to reduce the individual's anger or frustration, making it more likely they will open up and engage in a more productive dialogue. Additionally, a calm demeanor can help reassure bystanders and mitigate the situation before it escalates further.

In contrast, other strategies like matching aggression can escalate the conflict, while ignoring the individual might leave them feeling unheard and further agitated. Involving police should ideally be a last resort for situations that cannot be diffused simply because it can escalate the situation and result in unnecessary confrontation.