Reactions

All of us have certain expressions or phrases that cause us to react with anger, humiliation, prejudice, or other negative emotions. Some reactions or statements that individuals might express include:

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  • You canu2019t make me!
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  • Youu2019re not a cop!
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  • I know my rights!
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  • Do you know who I am?
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  • You canu2019t arrest me!
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  • Youu2019re just a rent-a-cop!
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Everyone has unique and individualized triggers; you will need to work to identify and recognize your triggers when they occur so that you can maintain composure when faced with them. When confronted with a verbal attack, recognize it for what it is and carefully choose how you will respond. Instead of reacting to the verbal attack, act thoughtfully in response to the situation.

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Reacting without thinking will cause your personal trigger reactions to take over and escalate the situation.

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There are two basic types of individuals you will encounter through your work as a security officer:

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The first type will respond to your authority and requests by complying readily.

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The other type will challenge you. This is not usually a personal response; they simply do not routinely respond to authority. They are not rule followers and will question and ask,

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u201cWhy?u201d This opens a dialogue and requires further attention and response from you.

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Both of these types of individuals deserve your respect. You always begin any dialogue where you are seeking voluntary compliance by asking, not demanding. Your voice should be clear and calm, with appropriate language and tone. By maintaining professional responses, you are more likely to resolve the problem.