De-escalation relies heavily on effective communication, both verbal and nonverbal. 

Acknowledging and validating the emotions and perspectives of individuals involved in a conflict is crucial. 

Guiding individuals towards identifying the root causes of their disagreements can help resolve the situation peacefully. 

Security guards should maintain a neutral stance to foster trust and facilitate open dialogue. 

Avoiding physical contact or gestures that may be perceived as aggressive is essential. 

Giving undivided attention, nodding, and asking clarifying questions to understand the person's perspective. 

Maintaining a relaxed and open posture, avoiding unnecessary gestures, and keeping hands visible. 

Using simple, direct language and avoiding judgmental or provocative terms. 

Acknowledging grievances or apologizing for the individual's frustration can help defuse the situation. 

Suggesting alternative courses of action rather than issuing commands can encourage cooperation. 

Helping individuals express their concerns and identify the root cause of their frustration. 

Knowing when to call for backup or involve higher authorities when de-escalation attempts are unsuccessful. 

Security guards need to be thoroughly trained in de-escalation techniques and conflict resolution strategies. 

Incidents involving de-escalation attempts should be documented to track effectiveness and identify areas for improvement. 

The de-escalation policy should be clearly communicated to all security personnel and consistently followed. 

The policy should allow for flexibility and adaptation to the unique circumstances of each situation. 

Regularly reviewing and updating the de-escalation policy based on feedback and experience is essential.