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Dealing With Difficult People

Dealing with difficult people in the workplace

Being a security officer is a tough job, particularly when it comes to dealing with difficult customers. It’s fundamental to both the security officer’s integrity and the company image that difficult customers are dealt with respectfully and efficiently.

Listening is key

This might seem like a challenge if a difficult customer is being loud or unreasonable, but the trick is to always treat them with respect. After all, they might feel they have every right to behave the way they are, and you won’t know this unless you listen carefully.

A security officer should make every effort to maintain eye contact with the difficult customer and to respond as they talk. Showing you’re actively listening to their issues, is a great way to calm them down, and shows that you are still treating them with respect.

Understanding their perspective

This goes hand in hand with listening, but a security officer should always be understanding when dealing with the difficult customer. By showing empathy you are demonstrating that this person is worth listening and that they have a right to voice their opinions.

Understanding a difficult guest is another great way to begin calming them down and whether you do truly understand is essentially irrelevant. Many people calm down after having a chance to vent their feelings, and offering them an understanding ear allows them to talk out their problems, which might also allow them to see their error.

Avoid becoming emotionally involved

People will often mirror the emotional signals of the other person. If you respond with hostility don’t expect friendliness and understanding in return.

Contact ESG Security

If you have any questions about this type of situation, don’t hesitate to contact ESG Security on 0800 101 7788. You can also email

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