The vital role security officers play in conflict management

Conflict management sits at the heart of security and protection and is one of the core areas that any security officer needs to master before they can secure an SIA licence and legally work in the private security industry.

Effective conflict management plays a crucial role in maintaining safety, preventing escalation and violence, and ensuring order. With security officers often the first responders to these types of incidents, having the right training and an ability to calmly handle such situations, is crucial.

Here at Venture, all our security officers are fully trained in conflict management, with our frontline officers who deal with conflict undergoing additional training in customer service and conflict management, which goes beyond the SIA licence basic job training.

These officers have their skills put to the test on a regular basis, thanks to the diverse range of situations they come face-to-face with.

Whether that is our City Centre Security Officers (CCSOs) supporting retailers and helping manage antisocial behaviour in towns and cities across the region; our static guards in position at world-famous visitor attractions; our mobile security team responding to alarms at our customers’ premises; or our event security team who ensure everything runs smoothly at the many sporting venues and events we support.

In this blog, we’re going to take a closer look at the issue of conflict, the sectors which are most impacted by it, and the role and responsibility of security officers in helping manage it.

What different types of conflict are there?

In basic terms, conflict refers to a serious difference in beliefs, ideas, or interests. For example, a disagreement between people with opposing opinions or principles. It can manifest in various ways, including:

1. Verbal Conflict - Disagreements expressed through words, often involving heated discussions or arguments.
2. Physical Conflict – Such as physical aggression, altercations, or fights.
3. Psychological Conflict - Emotional tension, hostility, or power struggles.

Where conflict is seen within the workplace it can have many negative consequences including reduced productivity, low morale, increased staff turnover, absenteeism and mental health issues.

In the most serious cases, it may see the physical safety of employees put at risk. For example, when a member of staff is faced with the threat of violence, when responding to an alarm on the premises and encountering an intruder.

What is conflict management?

Conflict management refers to the process of identifying, addressing, and resolving disputes or disagreements in a constructive manner. It encompasses various strategies, communication techniques, and de-escalation methods that aim to prevent such conflicts from escalating into violence.

In the case of security officers, it ties closely to training in physical intervention and restraint techniques, and – for our officers here at Venture Security – customer service, first aid and mental health first aid training.

Sectors regularly impacted by conflict

Conflict can arise in any environment, including within the workplace, where it is most commonly seen within public-facing settings. Here are two examples of sectors that continue to be adversely impacted by conflict.

Retail

Violence and abuse against retail workers is on the rise. According to the British Retail Consortium (BRC) incidents have surged, with more than 850+ incidents on average per day. These incidents range from verbal abuse to physical assaults, with workers facing threats involving weapons.

The cost of retail crime has also risen, with nearly a billion pounds lost due to customer theft and can be linked to antisocial behaviour. Retailers are calling for better legal protections to safeguard the three million staff working in the sector.

NHS

Violence and abuse aimed at NHS staff is another growing issue. The 2023 NHS Staff Survey revealed that 13.7% of NHS staff experienced at least one incident of physical violence from patients, service users, relatives, or the public in the last 12 months. More than a quarter of ambulance staff faced similar incidents.

The Assaults on Emergency Workers (Offences) Act 2018 has established an offence of common assault or battery committed against an emergency worker while they are acting in the exercise of their functions. If found guilty, an offender can face imprisonment for up to 12 months, a fine, or both.

What role do security officers play in conflict management?

Security officers play a crucial role in conflict management. Their responsibilities include identifying and promptly addressing conflicts to prevent them escalating and reduce any danger posed to other employees, site visitors or the public.

This type of intervention can minimise the risk of harm to individuals and property and is essential for maintaining safety and order.

Here is an overview of how security officers can help:

1. Prevention and deterrence:

   - Security officers can deter potential conflicts by their visible presence.

   - They enforce rules and regulations to prevent disruptive behaviour.

2. Observation and assessment:

   - Officers will observe their surroundings, identifying signs of tension and potential conflict.

   - They will assess all risks and potential threats.

3. De-escalation:

   - Officers will use verbal communication to calm situations.

   -  They will use active listening, empathy, and assertiveness to do so.

4. Intervention:

   - When conflicts escalate, officers will intervene promptly.

   - They will prioritise safety while minimising harm.

5. Emergency response:

   - During a crisis or emergency, officers will manage evacuations, crowd control, and other emergency procedures.

What does conflict management training involve?

Communication

A key part of effective conflict management is strong verbal communication. Officers need use active listening, effective questioning, and deliver clear communication. They will be trained in verbal de-escalation techniques.

Being able to recognise signs of aggression, anxiety and distress is also important.

Physical techniques

Another area covered is non-violent physical intervention that minimises harm (such as deflection, escorting and restraint). Officers will also undergo self-defence training. While physical intervention is taught, the emphasis is always on avoiding or defusing incidents before they escalate.

Legal and ethical considerations

In addition, conflict management training covers Use of Force Policies, which drive an understanding for the legal boundaries for using force and what is deemed a proportional response.

It also looks at ethical decision-making and how to balance safety with individual rights, as well as reporting incidents accurately.

Crisis management and Emergency Response

The final areas officers are trained on are emergency procedures, including evacuation protocols and handling medical emergencies.

Training also involves scenario-based session, with simulated conflict scenarios to ensure they are prepared and ready to act under pressure.

In summary

Conflict management is a critical skill for security officers, who need to be trained in preventing, de-escalating, and responding effectively to any situation they may face. Rigorous training equips them to handle complex situations with professionalism and empathy.

For both private and public sector organisations, having security officers trained in conflict management on site can offer peace of mind that issues will be spotted and handled professionally, minimise any negative impact.

Seeking trusted security support for your business? Contact us to find out more about our range of award-winning security services. Email [email protected] or call 01264 391538.

Interested in joining our team? You can view our current vacancies and apply here: Venture Security jobs and careers | Indeed.com