Virginia DCJS Security Officer Practice Exam 2026 - Free Security Officer Practice Questions and Study Guide

Remaining calm, listening actively, and attempting to de-escalate the situation is fundamental when interacting with an irate individual. This approach helps create a safe environment for both the security officer and the individual. By maintaining composure, the officer can help to diffuse tension and demonstrate control over the situation, which can be reassuring to the irate person.

Active listening involves giving the individual your full attention, acknowledging their feelings, and reflecting back what they say. This shows empathy and validates their concerns, which can often lead to a reduction in anger or frustration. De-escalation tactics, such as speaking in a low, steady voice and using non-threatening body language, can further help mitigate the situation. This method not only supports the immediate safety but also fosters a positive outcome, as the individual may feel heard and understood rather than confronted or threatened.

In contrast, using authoritative commands may escalate the situation by adding to the individual's frustration, while remaining silent unless spoken to could be perceived as dismissive or uncaring. Reporting to management without attempting to address the situation first could lead to unnecessary escalation and a failure to resolve the issue at hand effectively. Thus, the correct approach is centered on calmness, active engagement, and de-escalation.