Tactical Phrasing for Security Guards: De-Escalation Communication Skills for High-Stress Encounters

Security guards often face high-stress encounters while on post.

Tactical phrasing is the practice of de-escalating tense exchanges, transforming confrontation to cooperation with an emphasis on peace, safety, and authority. Ultimately, it’s about empathy, requiring the guard to approach the situation with the unique attributes of the encounter in mind.

Recognizing certain types of behavior and being able to discern between mental health episodes, neurodivergence, and malicious intent is essential.

While some scenarios might have you immediately jumping to a specific conclusion, it’s essential to keep an open mind and put yourself in the subject’s shoes for a moment. However the subject may be acting, the outcome can vary drastically based on your approach, the language used, and non-verbal cues.

In this respect, training is vital. One can only assume the subject has a good grasp of the situation. Still, without a learned understanding of specific behaviors, misunderstandings are possible, and it would be easy to enflame the encounter and end up with a very different outcome.

Mastering tactical phrasing is an excellent way for guards to not only refine their communication skills but also reduce use-of-force incidents and the associated liability.

Human Response Training is an advanced course for experienced guards that will take their communication skills to the next level. For early-career officers, we recommend starting with courses like Dealing with Difficult People in Challenging Situations, Communication and its Importance, and Crisis Intervention before moving on to more advanced modules.

Elements of Tactical Phrasing for Guards

So, what is tactical phrasing all about? Let’s dive in.

A literal definition of tactical phrasing is language that is concise, efficient, and focused on clarity and actionability. When we communicate tactically, we avoid jargon or unnecessary words to ensure the message is understood.

Tactical phrasing, in this context, is a subset of verbal and non-verbal communication techniques. When guards master this unique combination of verbal and nonverbal exchanges, they can navigate complex situations with confidence and authority.

Here are a few examples using the VEST framework (voice, empathy, space, time):

·         Voice/tone of voice. Your tone of voice carries a lot of weight. Sometimes, how you say something is just as (if not more) important than what you’re saying. Ideally, you want to align your tone to the situation. Use a firm, direct tone when authority is required, a steady, even tone during routine interactions, and never speak with aggression, no matter how intense the exchange becomes.

 

Maintaining a calm demeanor helps to diffuse tension and may prevent a situation from escalating. When you need to get someone’s attention, raise the volume of your voice briefly. If your tactics are not working, it’s time to switch your strategy.

 

·         Empathy requires active listening to assess the situation. An empathetic approach demonstrates sensitivity and a willingness to understand the problem, helping individuals feel seen and heard. Keeping that steady tone as you interact may diffuse the subject and encourage them to trust you and share more freely.

 

In mental health crises or when dealing with neurodivergent individuals, an empathetic approach helps keep things calm, safe, and respectful of any intersecting cultural norms, such as being mindful of personal space, language barriers, and making eye contact.

 

·         Space refers to personal space, which guards must be aware of to avoid appearing threatening to the subject. Respecting one’s personal space can also help to defuse interactions when neurodivergence or mental health concerns are present.

 

A psychologically safe space helps build trust and encourages conversation, as you treat the person with dignity. Maintaining a safe distance, ideally out of arm’s reach, provides the responder with a buffer zone in case the interaction turns violent.

 

As an adjunct to space, using non-threatening body language like a supportive stance (approaching at a slight angle), avoiding direct contact, and moving slowly and deliberately helps to signal non-aggression.

 

·         Time refers to creating time or “buying” time during the interaction, staying calm, and letting things cool down. It can also mean allowing additional time for individuals to process what’s being said and communicate in ways that are comfortable for them.

 

For example, an encounter with someone who does not speak English well or is deaf should be given more time to ensure they fully understand the situation. Officers can learn techniques, gestures, and simplified language to convey information with the fewest words possible.

Communicate Clearly and Concisely

Tactical communication is a strategy often employed by the military and law enforcement to ensure messages are clear and understood.

In many cases, this means using condensed language and code words or phrases that other guards and first responders can understand.

Examples include using “roger” or “copy” to acknowledge a message.

Emergency codes and signals are also fairly standard and can quickly alert your colleagues to what’s happening on the scene.

For example, “code blue” is a medical emergency. “Code red” is a fire, and “code black” refers to a security breach. “Code white” indicates violence, and “code silver” refers to active shooters.

Ten-codes are often used to discreetly communicate status, such as 10-95 (subject in custody), or 10-78 (requesting assistance).

The way you communicate these messages also follows a formula, with your identifier and location first, then the alert type, a description of the emergency, and further instructions.

Here’s an example:

“This is Guard Baker at the rear underground parking entrance. 10-78 (requesting assistance), 10-92 (illegally parked car) blocking exit gate, black Mazda 3 license plate AX123, driver is intoxicated and combative. I am 10-75 (in contact) with the driver.”

And while the guard waits for backup, they can practice the VEST framework and try to de-escalate until help arrives.

It is also critical to understand the escalation procedure, as in a situation like this, things can turn ugly very quickly. Knowing when to call a supervisor, alert law enforcement, or call an ambulance is critical, and there should be no hesitation in knowing what to do and when to do it.

It may take a little time for new guards to get up to speed with codes and comms protocols, but you’ll find they are invaluable for relaying the message quickly without extraneous discussion.