Although officers from the leading security companies will have received job-related training, it's unlikely that they'll have been 'skill trained' in the practical aspects of handling violent individuals. We pick over the main points of a new online course devised by Aegis Training.
Hospital A&E departments, shopping malls and benefit agency offices are typical 'outlets' for unwanted aggression on the part of patients, shoppers and claimants alike. They can be breeding grounds for emotional, stressed-out and often very desperate people. Security officers will have to deal with that aggression and desperation, but there seems to be very little in the way of formal training for them to tap into.

If you want suitable training for your guards, look no further than Aegis Training. Log on to the company's website (to be found at www.aegis-training.com) and there you'll unearth a dedicated, online training course tailor made for the security officer.

Health and Safety legislation governing the standards of workplace safety in relation to violence is covered in detail, looking at employees' statutory obligations. Officers are then advised to complete a risk assessment of those duties specific to themselves.

They are taught to try and 'picture' incidents happening in different parts of the workplace, and then ask themselves questions...Is there sufficient manpower to contain the kinds of situation that are likely to develop? In 'real time', how far away is the nearest assistance?

The guarding basics
Guards are accountable for their actions, so to avoid criticism any – and all – actions they take must have the objective of maximising safety at their core. Tactical withdrawal followed by a call to the police is one possibility if situations get out of hand. Peaceful solutions are always the best ones, so a friendly, approachable demeanour, a willingness to show understanding and respect for the rights of others are all crucial.

First impressions count. Aegis advises that an alert, confident manner helps to present an image of competence, and can contribute to dissuading aggressors from becoming violent. The right body language is very important.

There's a very useful section on dealing with those whose ability to comprehend their own situation is hampered through alcohol, drugs and/or other stimulants, as well as dealing with the mentally ill and language barriers.

The way in which people from different cultural backgrounds behave can vary. For instance, some foreign Moslem men are not accustomed – and neither do they take kindly – to being 'bossed' by women, and may show disrespect to female security officers.

Assaults are covered in depth, being much more likely to occur where an ultimatum has been issued (for example, exercising authority or withdrawing/withholding a service).

According to Aegis, managing a conflict situation may be regarded as a four-stage process (continually reverting to Stage One in the event of a deterioration in the behaviour of the subject). Preventing escalation, stabilising and acquiring the facts, confirming understanding and suggesting solutions are the basic areas for consideration.

Achieving a standard of competency is very much a developmental process.

Source

SMT