Course

III.J – Handling Difficult People

6 Lessons

California Security Officers with Registrations (guard cards) must receive 40 hours of training as follows:

  • 8 hours “Powers to Arrest” prior to an Officer standing post.
  • 16 hours of training within 30 days of issuance of registration, 8 of which must consist of two four-hour courses from the mandatory modules and 8 of which must consist of elective courses.
  • 16 hours of training within 6 months of issuance of registration, 8 of which must consist of the remaining two four- hour courses from the mandatory modules, and 8 of which must consist of elective courses.

This course module, titled “Handling Difficult People” has been approved by the Bureau of Investigative and Security Services as in compliance with Business and Professions Code Sections 7583.6 and 7583.7 and Title 16, Division 7, Article 9, Section 643 of the California Code of Regulations.

This course corresponds to module III.J of the BSIS Course Outline. This is an elective course under the Course Outline and satisfies the requirement for 4 hours of training under the elective section of the Security Officer Training Laws and Regulations.

Course Outline & Syllabus Learning Goals

  • The officer will be provided with an understanding of the effectiveness the ability to communicate with a person displaying unusual behavior.
  • The officer will be provided with an understanding and working knowledge of the warning signs of a potentially violent person.
  • The officer will be given practical skills to defuse a potentially violent situation from developing.
  • The officer will be provided information on recognizing cultural differences that will assist in defusing a problematic situation.
  • The officer will be provided basic information on how to deal with a hostage situation

III.J Handling Difficult People – 4 hours

A. Communications

    1. One of the safest, simplest, and most readily available
    2. Risks are few
    3. Assists in calming of the person(s) involved

B. Verbal Diffusion

  1. Mild anxiety, tension, defensiveness
    1. Appropriate Verbal Interventions
  2. Moderate Anxiety, heightened physical arousal
    1. Use diversion to redirect their attention
  3. High anxiety
    1. Set limits by consequences
  4. Violence, action is quick
    1. No verbal intervention
    2. All action directed toward restraining the person

C. Speaking Constructively-review of appropriate verbal responses

D. Valuing Diversity

  1. Cultural Diversity – Gender/Racial Harassment/Discrimination
  2. Prejudice
  3. Stereotyping
  4. Respect

E. Handling Hostage Situations

  1. Hostage Training & Plans
  2. Scene Containment
  3. Command Posts
  4. News Media
Take this Course