Which of the following techniques can a security guard use to de-escalate a situation?

Using calming communication strategies is an effective technique for de-escalating a situation because it helps to diffuse tension and promotes a sense of safety and understanding among those involved. By employing a calm tone of voice, maintaining open body language, and actively listening to concerns, a security guard can build rapport and minimize anxiety or aggression from others. This approach facilitates a dialogue that can lead to peaceful conflict resolution.

Calming communication can also involve validating the other person's feelings, providing reassurance, and clearly stating intentions to help them feel understood rather than threatened. This method is grounded in the principles of conflict resolution, where the goal is to create a cooperative atmosphere instead of a combative one.

In contrast, intimidating actions like yelling or engaging in physical confrontation often escalate a situation rather than resolve it. Moreover, avoiding eye contact can be perceived as disinterest or hostility, which could worsen the tensions. Focusing on positive communication strategies serves to stabilize the environment and foster cooperation, making it a key skill for security personnel in managing potentially volatile interactions.