Procedure - De-escalation Technique
Section: Human Resource Procedures
Procedure Owner: Ignition633 Ministries Nigeria Human Resources
Procedure Name: Safety Rules Procedure
Origination Date: August 2024
Purpose
This policy aims to equip gate guards with the knowledge and strategies necessary to recognize and manage escalating situations effectively. Understanding warning signs of potential violence and employing de-escalation techniques are critical for maintaining safety and preventing conflicts from escalating.
Scope
This policy applies to all gate guards at Ignition633 Ministries who monitor and manage security-related situations. It includes guidelines for identifying warning signs of escalation, such as direct threats and aggressive behaviors, and provides de-escalation strategies to manage stressful situations effectively.
What Are the Warning Signs of Escalation?
To maneuver through dangers, you need keen situational awareness. Knowing when tensions become volatile can make a difference.
Fortunately, there are warning signs to allow you to recognize when a person might become violent. These include:
- Direct threats
- Boasting about previous violent encounters
- Yelling and profanity
- Invasion of personal space
- Finger-pointing
- Heavy breathing or flaring nostrils
- Making fists
Other common but less apparent signs include:
- High tone of voice
- Laughing at odd or inappropriate times
- Refusing to make eye contact
- Tense body language
How Do You Manage a Stressful Situation?
Staying calm is easier said than done under intense and dangerous circumstances. Most of the time, guards are more inclined to engage aggressively and stand their ground than communicate. Unfortunately, this will only worsen matters, giving the offender reason to fight back and endanger others.
The following de-escalation steps will allow you to calmly and effectively handle situations and ease tensions:
Prepare
Establishing a plan can reduce mistakes, give confidence, and, more importantly, keep you calm. Past situations and consistent training will help you develop and improve your plans. Preparation also entails knowing when to call for backup, when to use physical force, and when and how to communicate.
Listen
Active listening is a powerful tool in your de-escalation arsenal. When individuals are angry, they often just want to be heard. By allowing them to express their anger without threatening anyone, including themselves, you can often defuse the situation and prevent it from escalating further. Never interrupt; maintain eye contact when you let a person rant and yell. One sure way to calm people down is by showing them that you’re paying attention and empathizing with their situation. Listen closely and repeat what they say.
Empathize
Empathy is imagining yourself in someone’s position and understanding their feelings. Understanding the person and their experiences is one of the most effective ways to de-escalate a situation. While resorting to force and authoritarianism may be tempting, acknowledging an individual’s emotions and showing that they are valid can be a game-changer. By presenting yourself as a problem-solver rather than a judge, you instill confidence in your ability to handle confrontational situations effectively.
Communicate
Effective communication is about the words you use, tone, and body language. Being aware of every aspect of communication is key. Maintaining a calm tone and positioning yourself in a non-threatening manner communicates your intent to help, not harm. This can help the person feel more at ease and open to resolving the situation.
Clarify
Sometimes, individuals may have difficulty expressing their points when annoyed, so you must seek clarification. You can ask for further explanations or try paraphrasing their statements so they can think clearly about what they are trying to say. When your communication is interrupted, attempt to reconnect where you’ve left off by summarizing their points. Doing this will help the person better understand the situation and may also realize their behavior and rethink their approach.
Ask
If the person doesn’t want to talk, you can ask them short and open-ended questions or have them repeat a sequence of events. Your role is crucial in engaging them with general questions to divert their attention or help them open up for conflict resolution.
Collaborate
Letting a person know you are open to cooperating is a powerful tool that eliminates resistance. Again, during de-escalation, your main priority is to resolve the conflict without force, and your collaborative approach is key to achieving this. Offer solutions to the problem based on what the person has communicated to you. Using phrases like “let’s figure this out” or “let’s fix this problem together” shows you are willing to work with them.
Apologize
It may surprise you, but apologizing is a powerful de-escalation technique in your line of work. It's a way to demonstrate respect and empathy, acknowledging when something has gone wrong and apologizing for legitimate grievances. Even a simple apology for the source of a person’s anger can significantly reduce the negative impact of a conflict, making it an invaluable tool in your role as security personnel.
Suggest
Angry individuals are less likely to follow demands. Instead of giving them orders, suggesting or providing question statements is best. Provide them with a choice so they won’t feel ganged or restricted. For example, rather than saying, “Will you talk to me?” ask, “Would you rather explain the situation to me or a striker?” Suggestions also eliminate combative responses, paving the way for more open communication.
Note
As security personnel at Ignition633, your role is not just a job but a divine calling to serve the Lord through this Ministry. It's important to remember that our mission as a Ministry is to embody the Lord's teachings in our lives and actions, serving as the highest testimonies. We aim for individuals to share this testimony through their experiences. As gate guards and security guards, your ability to manage situations and handle threats requires wisdom from the Lord. Always prioritize seeking the Lord and His Kingdom when doing your job. Psalms 127:1, “Unless the LORD watches over the city, the watchmen stand guard in vain...”
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This procedure will be reviewed annually and is subject to change. Any changes will be communicated to all employees promptly.
For any questions or further assistance regarding this procedure, employees should contact the HR department at hr.nigeria@ignition633.org.