De-escalation means the prevention of escalating processes. The word escalation originally comes from the English word „escalation“.
Similar term: conflict management. The important thing here is to convince the person with calm and clear words to resolve the dispute or problem objectively.
Grade in the Security service it is important that employees react in a calm and level-headed manner in conflict situations. This applies in particular to the following work areas Doorman or in the Event security. It is based on life experience on the one hand and professional experience on the other to correctly assess situations. A good security guard knows when danger is imminent. However, before a conflict escalates, a trained employee tries to de-escalate the situation.
When de-escalating, try to choose a non-aggressive choice of words and give the other person the feeling that you understand and sympathise with their situation. Negative terms should be avoided. You should also try to calm the other person's tone of voice by not speaking loudly. The aggressor should be shown understanding why he or she is now acting out of line and that this situation does not have to be like this. Possible insults must not be responded to or retorted to. This would escalate the situation unnecessarily and have the opposite effect.
If the angel's tongues do not appease the aggressor and he continues to resist the orders or even draws a weapon, the security guard must act quickly. They must defend their legal rights within the scope of their rights as everyman, such as self-defence and emergency assistance. The aggression should never come from the security guard himself. The right way to deal with people is learnt in the course of the specialist knowledge examination in accordance with § 34a GewO or Information at the IHK.
Note: The opposite of aggression is called de-escalation. You try not to let a situation escalate.
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