When dealing with aggressive behavior, what is a recommended technique?

Using active listening is essential when dealing with aggressive behavior because it helps de-escalate the situation and shows the individual that their feelings and concerns are being heard and taken seriously. Active listening involves fully concentrating on what the person is saying, reflecting on their words, and responding thoughtfully. This technique can significantly reduce tension and create a more constructive environment for communication.

By employing active listening, a security professional can gather critical information about the individual’s grievances and work towards resolving their issues peacefully. This method fosters a sense of respect and understanding, which can lead to a more amicable resolution of the conflict.

In contrast to this approach, relying on physical force is likely to escalate aggression, while ignoring the individual may cause them to feel dismissed and further agitated. Shouting commands can be perceived as confrontational and may heighten feelings of hostility, rather than promoting calm dialogue.