Module

16A Communications for Handling Difficult People

This module provides security professionals with practical communication strategies for managing difficult, emotional, or confrontational interactions in the field. It covers active listening, appealing to emotions to help calm tense situations, verbal de-escalation techniques, and recognizing when an interaction requires escalation or additional intervention. Participants will learn how to communicate effectively while giving directions, interviewing individuals, addressing complaints, and responding to challenging behavior, helping reduce conflict while protecting safety, professionalism, and service quality.

0.5 training hours

CA Guard Card

$10.00