Security professionals often respond to events and incidents with individuals showing different types of behaviour. High-level emotions, suicidal ideation, potential violence, and aggression are just some of the common interactions security responds to within the course of their duties.
LISTENING TO UNDERSTAND
There is more to listening to someone than just hearing them. Critical details are often shared, yet security is rarely trained to listen for them.
Understanding someone's position is not the same as agreeing. Empathy is a key element to successful resolutions.
The words that are spoken often influence the other person. Understanding the correct word choice at different behaviour stages is essential.