How should a security officer handle a hostile but non-violent individual suspected of wrongdoing?

• A. Use de-escalation, maintain distance, document, and escalate to supervisor when necessary; avoid physical contact.
• B. Apply physical force if they resist.
• C. Patrol away and ignore.
• D. Arrest immediately.

Answer: (A)

Handling a hostile but non-violent individual focuses on de-escalation, maintaining a safe distance, and documenting the encounter while involving a supervisor as needed. Use a calm, respectful tone and give the person space to vent without escalating the situation. Ask open-ended questions to understand their concerns and clearly state what you need from them in a non-threatening way. Keep your body language relaxed, and avoid sudden moves or physical contact; your presence should convey you’re there to help resolve things, not to confront. If the person cooperates, work toward a peaceful resolution—guide them to the proper channel (such as filing a report or speaking with a supervisor). If they become louder, more agitated, or refuse to engage constructively, escalate to a supervisor or appropriate authority per policy, and call for additional support if needed. Throughout the encounter, document what happened: location, time, behaviors, statements, any witnesses, and the decisions made. This record supports accountability and any future actions.

Resorting to physical force is inappropriate here unless there is immediate danger. Ignoring the situation or attempting an arrest without a lawful basis is also inappropriate or ineffective.