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5 Types of Conflict And How Security Guards Can Manage Them

by AGT Staff
5 Types of Conflict And How Security Guards Can Manage Them

Dealing with conflict is an everyday part of a security guard’s role. Whether you’re posted in a mall, hospital, residential, or commercial property, you’ll run into people who are unhappy about someone or something. Although they share many of the same characteristics, not all conflicts are the same. Your ability to recognize the type of conflict you are facing can help you to respond in a more effective and meaningful way.

In this post we will explore the five main types of conflict that security guards will face on the job. They are:

  1. Relationship-Based Conflict
  2. Data-Based Conflict
  3. Interest-Based Conflict
  4. Structural Conflict
  5. Values-Based Conflict

We will discuss what each type is, what it looks like, and provide effective strategies for managing it. Any conflict has the potential to escalate into a serious, and sometimes dangerous issue; which makes resolving it quickly a priority.

Relationship-Based Conflict

What it is:

This type of conflict stems from personal tensions, emotional baggage, or long-standing dislike between individuals. It’s less about what happened and more about how the people involved feel about each other. Relationship-based conflict often grows over time through a series of miscommunications, negative assumptions, and personality differences.

Why it matters:

You may find yourself caught in the middle of personal disputes between visitors, employees, tenants, etc. You may even become directly involved if you’re interacting with someone who has taken a dislike to you.

Example:

Alex, a retail store manager, feels like his assistant manager Jordan often ignores him. Alex thinks that Jordan is lazy, while Jordan feels Alex is rude and overbearing. During your patrol, you happen upon a verbal argument between them, where Alex is accusing Jordan of neglecting his duties. It seems to be escalating, so you approach and ask if you can help them.

How to help them:

  • Don’t take sides: Stay neutral and non-judgemental.
  • Use active listening: Give both parties uninterrupted time to explain their perspectives.
  • Acknowledge the emotions: You don’t have to agree with them, but you need to acknowledge how each is feeling in the moment.
  • Use calm, clear language: Choose your words and paraverbals carefully. Be sure not to sound sarcastic or demeaning.
  • Get help if needed: If you are unable to effectively mediate, refer them to another manager or supervisor.

Sample Approach:

“It sounds like there may have been a misunderstanding between the two of you. I’d like to help you, but first I need to understand what’s going on. I would like each of you to explain what has upset you. Who would like to go first?”

Data-Based Conflict

What it is:

This is what happens when people disagree on facts…what happened, what someone says happened, the interpretation of information, etc. Disagreements can arise from misinformation, a lack of information, or different interpretations of the same data.

Why it matters:

For security guards, documenting incidents is an important part of the job. This requires gathering, analyzing and then recording data. The accuracy and credibility of the information can vary greatly, depending on the source (video footage, eye witnesses, hearsay), the guard’s memory, bias, whether the witness has an incentive to protect themselves or someone else, etc. Ultimately, there is always the possibility that what is intended to be a true account of events can be open to interpretation and challenge.

Example:

Lisa, a mall security guard, reports an increase in loitering in the evenings. Her manager reviews security footage over the past week and observes no significant changes. They advise Lisa that she is incorrect in her observations, but she insists that the problem is getting worse.

How to manage data conflicts:

  • Stay objective: Focus on facts, not opinions or subjective information.
  • Review all credible sources: Cameras, logs, eye witness statements.
  • Acknowledge limitations: Cameras can have blind spots, people’s memories can be fuzzy or biased.
  • Seek clarification: Ask specific questions to dig deeper and uncover as much about the situation as possible.

Practical Tip: 

Compare and contrast multiple data sources. Look for data points that are supported across most, if not all sources, and identify any that are contradictory or unsupported across multiple sources. Information that can be corroborated by many sources is likely correct. Information that is harder to corroborate may be inaccurate, or require more scrutiny before being accepted as fact.

Interest-Based Conflict

What it is:

This type of conflict is based around the perception of competition. Each party believes that they need the same limited resources (time, space, control, food, water, etc.) and if the other person gets it, then they must do without.

Why is matters:

Interest-based conflicts are quite common when guards are enforcing rules, procedures, controlling access, etc. These situations often put the guard and subject at odds with one another, since the guard may be preventing the other person from doing what they believe they need to do.

Example:

At a mixed use commercial building, a security guard named Mike is tasked with strictly enforcing the parking rules. The management of the urgent care medical clinic (tenant) has complained that their patients have been having their cars towed when they park near the doors because they are in a rush. Now Mike is stuck between enforcing the rules fairly, and keeping the clinic management happy.

How to manage it:

  • Identify each party’s core needs: Look beyond their positions and reactions for the underlying motivation. Find the need that is not being met.
  • Seek common ground: What factors can both sides agree on? Get them to agree on some things, and build on it from there.
  • Suggest win-win solutions: Use compromise and creativity to find solutions that meet most or all of everyone’s needs.
  • Be flexible within your authority: Know what you have the authority to do, and when it’s time to refer to a higher level authority like a supervisor.

Practical Tip:

Offer alternatives and need-based solutions that show that you are trying to work with the parties to solve the problem…not just enforcing rules. For instance, Mike might approach the landlord and propose that they create a short-term parking area specifically for the medical clinic’s clients.

Structural Conflict

What it is:

Structural conflict is caused by systems, policies, or environments, rather than the actions of individuals. Sometimes policies designed to address one issue end up creating others. 

Why it matters:

Security guards are often the ones responsible for enforcing policies and systems that they didn’t create. When people are inconvenienced by them, it is often the guard that takes the brunt of their frustration.

Example:

A new safety policy at a corporate office now requires everyone to pass through a metal detector upon entry to the building. The immediate consequence is a long line, delays, and angry employees complaining that the guards are moving too slowly.

How to manage it:

  • Acknowledge their frustration: Let people know that you recognize and understand how the situation is impacting them.
  • Clarify your role: Explain that the policy comes from corporate management, not from security.
  • Suggest constructive feedback channels: Provide them with contact information for who is responsible for the policy so that they can follow up with them directly. Alternatively, offer to pass the concerns on to them yourself.
  • Work with stakeholders to find efficiencies: As the boots on the ground with first-hand experience, suggest ways to speed things up, such as staggering the entry times.

Sample Approach:

“I know this line is frustrating. This process was implemented by management to help keep everyone safe. If you’d like to share your feedback, I’d be happy to direct you to the right person.”

Values-Based Conflict

What it is:

This conflict stems from differences in beliefs, cultures, ethics, etc. It’s not about data, rules, or resources. It goes much deeper than that, to identity, principles and a person’s sense of right and wrong.

Why it matters:

Security guards may be required to enforce rules that clash with someone’s religious or cultural beliefs and/or norms. These beliefs run deep, and can lead to intense emotionally charged responses.

Example:

Security at an airport asks a passenger wearing a religious face covering to remove it for identification verification purposes. The passenger’s cultural beliefs forbid her to show her face in view of the public, leading to a tense conflict between the need for safety vs. the need for adhering to cultural norms.

How to manage it:

  • Be respectful, not dismissive: Acknowledge the other person’s values.
  • Seek compromise: Can the rules allow for exceptions? Can the person’s values be flexible in the face of sound reasoning for the rule in question?
  • Explain the reasoning behind the rule: Help the person see the “why” behind the “what”. Understanding what the rule is meant to achieve can sometimes bring clarity to the situation and encourage cooperation.
  • Use privacy when needed: People’s personal beliefs are just that…personal. If necessary, move the conversation to a more private setting to avoid embarrassment.

Sample Approach:

“I understand that it is important that you not expose your face in public, but for safety reasons we are required to verify everyone’s identity prior to boarding the plane. Would you be willing to accompany one of our female agents to a private room and show her your face?”

Conclusion

Security guards work in dynamic, high-pressure environments where conflicts of all types can arise at any moment. When conflict can’t be avoided, understanding the type of conflict you’re dealing with will allow you to manage it professionally and effectively.

Key Takeaways:

  • Stay calm and professional: Emotions are like fuel for conflicts. Managing yours removes some of that fuel.
  • Listen before acting: Most of the time, people want to be heard more than they want to be right.
  • Adapt your approach for the type of conflict: Strategies that work for data conflicts will not necessarily work for value-based ones.
  • Know your authority…and limitations: Keep within the bounds of your authority when enforcing rules and offering solutions.
  • Ask for help: Sometimes, higher-level intervention is needed. Remember, the goal is conflict resolution. Utilize whatever resources are available.

By understanding the different types of conflict, and effective conflict management strategies, you’ll be protecting not only the property, but also the people and relationships within it.

When a Security Guard Shift Turns Deadly: Lessons for Alberta Security Guards from the Death of George Fernandez

by AGT Staff
When a Security Guard Shift Turns Deadly: Lessons for Alberta Security Guards from the Death of George Fernandez

Introduction

Most shifts as an Alberta security guard are routine.

You patrol, check doors, greet tenants, or maybe help someone find their car keys. In Calgary, Edmonton, Red Deer, or Fort McMurray, the job is often quiet and uneventful.

But the reality of security work is that you are always one interaction away from danger. A routine encounter can escalate without warning. Tragically, that’s what happened in Calgary in March 2025, when security guard George Fernandez lost his life after a brief confrontation.

This case is a sobering reminder for every security guard in Alberta—whether you work in apartment buildings, hospitals, retail stores, or the oil and gas sector—that preparation, training, and safety must come first.

What Happened to George Fernandez?

George Fernandez, a 73-year-old Calgary security guard, worked at the same apartment building where he lived.

  • Date of incident: March 13, 2025
  • Event: A woman entered the lobby and attempted to steal packages and a laptop.
  • Confrontation: George approached her. A physical struggle followed, and he was pushed to the ground.
  • Outcome: George struck his head, was hospitalized, and died the following day.

The suspect, Amanda Ahenakew, was later arrested and charged with manslaughter.

This wasn’t a violent gang attack or armed robbery. It was a simple push—yet it ended a man’s life.

Lessons for Alberta Security Guards

1. Maintain a Reactionary Gap

Always keep at least six feet of space between yourself and a subject. Don’t stand directly in front of them or block their exit. Use open-hand positioning to protect yourself if needed.

2. Don’t Underestimate “Low-Risk” Sites

Many Alberta guards work alone in apartment complexes, office towers, or retail stores where risk is perceived as low. But these environments can quickly become high-risk when crime, intoxication, or mental health issues are involved.

3. Use De-Escalation First

Confrontation often escalates situations. Instead, use tactical communication:

  • Introduce yourself
  • Keep your voice calm and professional
  • Avoid language that corners or threatens the subject
  • Give them a way out

4. Have Backup & Check-In Systems

Working alone is common, but also dangerous. In Alberta, companies should:

  • Use check-in policies (radio, phone, or app)
  • Require guards to notify supervisors before and after risky interactions
  • Encourage teamwork wherever possible

5. Be Ready for Emergencies

Every guard in Alberta should know:

  • Basic first aid
  • How to summon EMS and police quickly
  • How to secure a scene without putting themselves at further risk

Key Takeaways for Alberta Security Guards

Security in Alberta is not just about wearing a uniform—it’s about skills, awareness, and preparation. The tragic death of George Fernandez highlights that:

  • De-escalation skills are your first line of defense
  • Situational awareness helps you recognize pre-assault indicators
  • Emergency response training ensures you can react effectively when things go wrong

Conclusion

George Fernandez was simply doing his job when a theft turned deadly. His story is a reminder that no security guard in Alberta is immune from danger, even in ordinary settings like apartment lobbies.

Ask yourself:

  • Do I have the training to de-escalate an aggressive subject?
  • Do I always maintain safe distance and positioning?
  • Do I have an emergency plan if things go wrong?

If the answer is “not always,” it may be time to invest in professional training. At SecurityGuardCourse.ca, we provide Alberta Security Guard Training, Use of Force & De-Escalation, and Loss Prevention programs designed to keep you safe and job-ready.

👉 Don’t wait for a tragedy to highlight the gaps in your training. Strengthen your skills today and protect yourself, your site, and the people you serve.

Empathy: The Alberta Security Guard’s Secret Weapon

by AGT Staff
Empathy: The Alberta Security Guard’s Secret Weapon

Security guards in Alberta are often the first line of defense in situations that involve conflict, aggression, or heightened emotions. Whether it’s a guard patrolling downtown Calgary office towers, responding to incidents in Edmonton’s West Edmonton Mall, assisting in hospital emergency rooms, or managing access at oil and gas sites in Fort McMurray, the role requires not only vigilance but also strong communication and conflict management skills.

At the heart of these skills lies something deeply human: empathy.

Empathy allows Alberta security professionals to understand and respond to the emotions, motivations, and perspectives of others. By incorporating empathy into daily interactions, guards can better manage conflicts, de-escalate tense situations, and ensure safer outcomes—all while complying with the standards set under Alberta’s Security Services and Investigators Act (SSIA).

What is Empathy?

Empathy is the ability to understand and share another person’s emotional experience. For security professionals, empathy goes beyond being polite—it’s about recognizing the deeper drivers of behaviour.

There are two key types of empathy:

  • Affective Empathy: Actually feeling the emotions of another person. Example: A guard encounters a parent in Edmonton’s Kingsway Mall whose child has gone missing. If the guard is also a parent, they may directly feel the parent’s panic and urgency.
  • Cognitive Empathy: Understanding another’s emotions and perspective without necessarily experiencing them. Example: A guard without children still recognizes the fear and stress in a parent’s voice when their child is missing and adjusts their approach accordingly.

Both affective and cognitive empathy are vital tools for Alberta security guards, as they help identify the root causes of conflict and reduce the need for confrontational behaviour.

Why Empathy Matters in Alberta Security

Alberta’s security environment is diverse. Guards work in shopping centres, corporate offices, public events, healthcare facilities, construction sites, and industrial zones. Across all these environments, empathy is a frontline skill that:

  • Supports De-escalation: By acknowledging frustrations, fears, or confusion, guards reduce perceived threats and calm emotions.
  • Builds Rapport: Empathy fosters trust, which makes cooperation more likely—critical when dealing with the public in cities like Calgary and Edmonton.
  • Improves Communication: Guards who communicate with empathy reduce misunderstandings and prevent small issues from spiraling into larger incidents.

Alberta Scenario Example:

An already frustrated visitor at Foothills Medical Centre in Calgary becomes more agitated when surrounded by multiple guards. A lead guard notices the visitor’s discomfort, asks other officers to step back, and calmly reassures the person of their safety. The shift in tone and physical space often de-escalates the situation.

How Alberta Security Guards Can Cultivate Empathy

Empathy isn’t something you either have or don’t have—it can be developed. For Alberta security professionals, practicing empathy is just as important as physical presence or legal knowledge. Here’s how:

  • Develop Active Listening Skills: Fully engage, acknowledge feelings, and restate to confirm understanding.
    Example: A visitor at the University of Alberta campus complains about confusing signage. A guard acknowledges their frustration before helping them navigate.
  • Find Common Ground: Shared experiences reduce barriers.
    Example: When a Calgary Flames game attendee complains about high parking fees, a guard mentions that even staff pay for parking, shifting the dynamic from adversarial to relatable.
  • Imagine Yourself in Their Situation: Consider how you would feel in the same circumstances.
  • Use Cooperative Language: Phrases like “How can we resolve this together?” replace commands with collaboration.
  • Self-Reflect: After encounters, review how empathy could have changed outcomes.
  • Role-Play Scenarios: Many Alberta security training programs use scenario-based practice to strengthen communication.
  • Practice Mindfulness: Stay aware of your own emotions so you can better read others.

Empathy in Real-Life Alberta Security

  • Disoriented Visitor in Edmonton: A guard at Rogers Place notices a frustrated visitor looking lost. Instead of giving directions abruptly, the guard says, “Looks like you may be a little turned around—can I help you find your way?” The empathy diffuses frustration immediately.
  • Aggression in a Calgary Hospital: A patient in an emergency waiting room yells about long wait times. Instead of demanding they calm down, a guard empathizes: “I know it’s frustrating—I’ve had to wait myself, and it’s tough. Let me check for an update for you.” Acknowledging the frustration builds trust and reduces aggression.
  • Oil Sands Worksite Tensions: A worker denied access due to missing PPE reacts angrily. A security guard empathizes by recognizing the worker’s fatigue and frustration while firmly restating safety requirements. The empathetic approach avoids escalation while maintaining compliance.

Conclusion

For Alberta security guards, empathy is much more than a “soft skill.” It’s a core competency that strengthens conflict resolution, compliance, and professionalism in every sector—from Calgary corporate offices to Edmonton shopping centres to northern Alberta oil fields.

By applying empathetic strategies such as active listening, perspective-taking, cooperative language, and continuous self-reflection, guards can create safer environments while maintaining positive interactions with the public.

At Security Guard Course , we emphasize empathy and communication as key elements of our training programs. These skills not only keep guards safer but also improve professionalism across the province’s security industry.

👉 Looking to build your empathy and communication skills while meeting Alberta licensing requirements under the SSIA? Start your training today at SecurityGuardCourse.ca.

Non-Contact Apprehensions in Alberta: The New Standard for Retail Loss Prevention

by AGT Staff 0 Comments
Non-Contact Apprehensions in Alberta: The New Standard for Retail Loss Prevention

Retail theft continues to rise across Alberta, posing significant challenges for retailers and loss prevention professionals (LPPs). As theft techniques evolve, so do the strategies used to prevent them. One major shift in recent years is the growing adoption of non-contact apprehension policies—a hands-off approach increasingly becoming standard in Alberta’s retail security operations.

In this article, we explore the concept of non-contact apprehensions, why they are gaining momentum in Alberta, and the pros and cons of this emerging industry standard.

What Is a Non-Contact Apprehension?

A non-contact apprehension occurs when a loss prevention officer detains a suspected shoplifter using only verbal instructions, without any physical force or contact.

Instead of using handcuffs or attempting to restrain the individual physically, the LPP might say:
“You are under arrest for shoplifting. Please follow me to the security office to discuss the next steps.”

The LPP maintains a safe reactionary gap (6 feet or more), avoids threatening gestures, and relies on communication and cooperation to guide the suspect to the appropriate area for investigation.

Why Alberta Retailers Are Adopting Non-Contact Apprehension Policies

✅ 1. Improved Safety for Staff and Customers

Physical apprehensions come with significant risk. Injuries to staff, customers, and even suspects have occurred during hands-on arrests. A non-contact approach prioritizes safety, helping to reduce workplace incidents in Alberta’s retail environments.

✅ 2. Reduced Legal Liability

Under Canada’s Criminal Code (Section 494 and Section 25), LPPs and private citizens can make arrests using reasonable force. However, any use of excessive force can result in criminal charges or civil lawsuits—both for the individual and the retailer. Non-contact methods drastically lower this risk.

✅ 3. Protecting Public Image

In the era of smartphones and social media, any physical altercation can be recorded and posted online instantly. A recent example in Calgary involved a takedown by a security guard that sparked public backlash and a brand crisis. Regardless of legal justification, perception matters—especially in Alberta’s tightly-knit retail communities.

✅ 4. Training Gaps in the Security Industry

Many Alberta security guards and LPPs lack formal training in use-of-force techniques. Without proper certification and practice, physical arrests can become dangerous. Non-contact methods rely more on verbal de-escalation—skills that are easier to train and standardize.

How Non-Contact Apprehensions Work in Alberta Retail Environments

  1. Verbal Arrest Declaration
    • LPP identifies themselves and informs the suspect they are under arrest.
    • Example: “You are under arrest for theft. I need you to stay here and follow my instructions.”
  2. Clear Verbal Instructions
    • The suspect is guided to the security office or designated area.
    • They are informed of consequences for non-compliance, such as additional charges.
  3. Maintaining a Safe Distance
    • The LPP keeps a 6-foot reactionary gap to maintain safety and reduce escalation risk.
  4. Monitoring Behaviour
    • Watch for signs of agitation or intent to flee. Use de-escalation techniques to manage the situation.
  5. Waiting for Police
    • Secure the suspect in a safe area without physical restraint.
    • Do not block exits or engage if the suspect attempts to flee or becomes violent.

Challenges of Non-Contact Apprehensions

While this method offers many benefits, it also comes with limitations:

❌ Higher Risk of Suspect Escape

Without physical control, suspects can choose to flee. If offenders know they won’t be restrained, the deterrent effect may decrease.

❌ Limited Response to Aggression

If a suspect becomes combative, a non-contact approach may not be enough to manage the situation safely.

❌ Heavy Reliance on Communication Skills

Success depends entirely on the LPP’s verbal control, de-escalation ability, and situational awareness. This requires comprehensive training and ongoing support.

❌ Reduced Deterrence for Repeat Offenders

Experienced or professional shoplifters may see non-contact policies as a weakness, emboldening their behavior.

How Alberta Retailers Are Making It Work

✔ Enhanced LPP Training

Alberta retailers are investing in online and in-person training programs covering conflict resolution, tactical communication, and situational awareness.

✔ Advanced Surveillance Technology

Retailers are deploying AI-powered camera systems, facial recognition, and real-time monitoring to assist in theft detection and evidence collection.

✔ Police Partnerships

Retailers are building stronger relationships with local police departments in Alberta for quicker response times, shared intelligence, and joint prevention strategies.

Conclusion: Is Non-Contact Apprehension the Future of Loss Prevention in Alberta?

In the past, physical apprehensions were the norm—often effective, but risky. Today, Alberta’s retail sector is moving towards safer, more legally sound practices that prioritize staff safety and reduce liability.

While non-contact apprehensions come with certain drawbacks, they can be effective when paired with:

  • Strong communication skills
  • Clear policies and procedures
  • Ongoing LPP training
  • Modern surveillance technology

Looking for Loss Prevention Training in Alberta?

If you’re a loss prevention professional or security company in Alberta, explore our training programs on non-contact apprehension, use-of-force laws, conflict resolution, and more. Equip your team with the tools they need to safely and legally prevent retail theft.

When Crowd Control Turns Chaotic: What Security Guards Can Learn from the Kelowna Concert Incident

by AGT Staff
When Crowd Control Turns Chaotic: What Security Guards Can Learn from the Kelowna Concert Incident

Date: April 23, 2025
Location: Prospera Place, Kelowna, BC
Event: Bush Concert

What was supposed to be a night of music and entertainment quickly spiraled into a violent and chaotic scene. Multiple altercations between security personnel and intoxicated fans were captured by witnesses and widely reported by news outlets such as Global News and Oak Bay News.

Some attendees accused guards of using excessive force—alleging actions like slamming a woman face-first onto the ground. Others defended the guards, pointing out they were being scratched, punched, and even choked by aggressive concertgoers. Either way, the event revealed a common but dangerous challenge in the security world: how do you maintain order without crossing the line into excessive force?

Why This Matters for Security Professionals

Large events like concerts are high-risk environments. Crowds, alcohol, poor lighting, noise, and limited staffing create a perfect storm of tension. In those moments, decisions must be made quickly—but they must also be defensible, legal, and proportionate.

This post breaks down:

  • What “reasonable force” really means in Canada.
  • How to assess and respond to threats.
  • A 5-step decision-making framework for security guards.
  • Realistic scenarios to guide better practice.
  • How to protect yourself from legal and reputational harm.

What Is Excessive Force?

Excessive force is any use of physical control that exceeds what is reasonably necessary to handle a situation. Under the Criminal Code of Canada, several sections provide use-of-force authority to security personnel:

  • Section 25: Allows guards to use reasonable force in the execution of lawful duties.
  • Section 34: Covers self-defence.
  • Section 35: Covers defence of property.
  • Section 26: States that any unreasonable use of force can result in criminal liability.

These laws share one common thread: force must be reasonable, necessary, and proportionate.

A 5-Step Framework for Reasonable Use of Force

When situations escalate, use this structured process to assess and act appropriately:

1. Threat Assessment

Ask:

  • Is the person passively resisting, actively resisting, or assaultive?
  • Are they a threat to themselves, others, or property?
  • Are there signs of intoxication, mental health issues, or drug use?

Example:
A fan is violently shoving others near the stage and refusing to comply. This is assaultive behavior and may require physical intervention.

2. Attempt De-Escalation

Always try verbal options first, unless immediate risk requires physical control.

  • Use calm but firm language.
  • Offer clear choices (e.g., “You can stay if you calm down, or you’ll be escorted out”).
  • Allow the person space to comply while maintaining observation.

Example:
A shouting fan can be asked to step aside and given a chance to cool down before being removed.

3. Use Minimal Force Necessary

Choose the least intrusive option that achieves control.

  • Escort holds: For passive resistance.
  • Soft control techniques: For moderate resistance.
  • Hard control or takedowns: Only for high-risk or violent resistance.

Example:
If a fan refuses to leave but is not fighting, an escort hold is appropriate—not a takedown.

4. Reassess Continuously

Force decisions must evolve with the subject’s behaviour.

  • If aggression increases, guards may escalate appropriately.
  • If the subject de-escalates, so should the force level.

Example:
If a subject calms down during escort, reduce force to maintain professionalism and legality.

5. Document Thoroughly

Good reporting protects you.

  • What was the threat?
  • What alternatives were attempted?
  • What kind of force was used, and why?
  • Was it proportionate to the resistance?
  • How did the subject behave before, during, and after?

Poor or missing documentation can lead to liability—even if the force used was justified.

Realistic Event Scenarios: What Security Should Do

✅ Scenario A: Intoxicated, Disruptive Fan

Situation:
A drunk fan is pushing others, yelling, and ignoring verbal commands.

Good Approach:

  • Warn verbally: “Please stop pushing or you’ll be removed.”
  • If ignored, use escort holds with two guards.
  • If resistance escalates, apply transport holds or takedown (if necessary).

Bad Approach:

  • Skip de-escalation.
  • Use excessive force (e.g., slamming into barriers).
  • Shout or insult the fan.

✅ Scenario B: Physically Assaultive Fan

Situation:
A fan punches a guard and charges the stage.

Good Approach:

  • Use distraction strikes and takedown to regain control.
  • Apply handcuffs if trained and authorized.
  • Reduce force once threat is neutralized.

Bad Approach:

  • Engage in a fistfight out of retaliation.
  • Verbally threaten or insult the subject.
  • Continue using high force after control is achieved.

✅ Scenario C: Verbal Insults Only

Situation:
A fan yells profanities and insults but makes no threats.

Good Approach:

  • Stay calm and professional.
  • Use verbal techniques to de-escalate or ignore.
  • Focus on your job, not your ego.

Bad Approach:

  • Physically intervene without cause.
  • Respond with insults or threats.
  • Let anger override judgment.

Why Public Perception Matters More Than Ever

Every guard today works in front of an audience—with cameras.

  • Expect to be recorded.
  • You can’t control what gets posted.
  • A single viral video can damage your company’s brand and lead to criminal or civil litigation.

Even if force is legally justified, bad optics can destroy your reputation.

Pro Tip:
Always act like you’re being filmed—because you probably are.

Practical Tips for Security at Public Events

  • ✅ Know and apply the National Use of Force Framework.
  • ✅ Focus on de-escalation first.
  • ✅ Stay emotionally in control.
  • ✅ Operate as a team whenever possible.
  • ✅ Use clear, loud, simple verbal commands.
  • ✅ Preserve dignity—treat people with respect.
  • ✅ Write detailed, professional reports.

Final Thoughts

There is no perfect formula for how much force to use—it depends on the situation. But there is a right process for making decisions. When security guards are trained to assess threats, control their emotions, act proportionately, and document clearly, they protect themselves and the public.

The Kelowna incident is a reminder: training and professionalism aren’t optional. They’re the foundation of good judgment.

Looking to Improve Your Use of Force Skills?

Explore certified, professional training options at SecurityGuardCourse.ca and ensure your team is prepared to handle high-pressure situations lawfully and effectively.

References:

  • Femia, V. (2025, April 25). Fans allege security at Bush concert in Kelowna were using ‘excessive force’. Global News.
  • Cunningham, J. (2025, April 25). GSL Group ‘aware of recent incidents’ after alleged altercations at Kelowna concert. Oak Bay News.

Kinesics for Security Guards: Mastering Body Language for Safer Interactions

by AGT Staff
Kinesics for Security Guards: Mastering Body Language for Safer Interactions

Introduction to Kinesics in Security Work

Kinesics, the study of body language, plays a crucial role in how security guards communicate and influence the behavior of others. Whether it’s through facial expressions, posture, gestures, or movements, body language sends powerful signals—often louder than words.

In the world of security, especially in high-stress or confrontational situations, mastering kinesics can mean the difference between calming a situation or escalating it.

Why Kinesics Matters in Security Work

Security guards constantly interact with the public, often in emotionally charged environments. Your non-verbal cues can either defuse tension or make people feel threatened.

When used effectively, kinesics can:

  • ✅ Deter threats by projecting authority and confidence
  • ✅ Encourage cooperation by making others feel respected and safe
  • ✅ De-escalate tense situations by promoting calm behavior
  • ✅ Prevent misunderstandings before they turn into confrontations

However, poor body language—like clenched fists, crossed arms, or invading personal space—can have the opposite effect.

Real-World Scenario: When Kinesics Goes Wrong

Situation: A guard sees a customer acting suspiciously in a high-theft area. The guard rushes over, stands too close, crosses their arms, and glares at the customer.

Impact:

  • The customer feels threatened and judged
  • Defensive behavior kicks in
  • A peaceful situation may escalate into a confrontation

Unintended or negative kinesics can easily trigger fight, flight, or freeze responses.

Common Negative Kinesics to Avoid

Avoid these body language mistakes to prevent unnecessary escalation:

🚫 Standing too close
🚫 Crossing arms
🚫 Clenching fists
🚫 Pointing fingers
🚫 Jerky or sudden movements
🚫 Glaring or staring aggressively
🚫 Raising your voice unnecessarily

How Positive Kinesics Builds Trust and Cooperation

Positive body language helps people feel at ease and more likely to cooperate with you.

Example: A guard approaches a distressed customer while:

  • Maintaining a respectful distance (4–6 feet)
  • Using an open, neutral stance
  • Keeping hands visible and relaxed
  • Speaking calmly and making steady eye contact

Outcome:
The customer feels respected, safe, and more willing to cooperate.

Positive Kinesics to Practice Daily

✅ Relaxed posture: Projects confidence without arrogance
✅ Open hands: Communicates honesty and readiness to help
✅ Smooth, slow movements: Keeps others calm
✅ Neutral facial expressions (with appropriate smiles): Shows empathy
✅ Steady eye contact: Demonstrates engagement without intimidation

Supporting Non-Verbal Tools for De-Escalation

Proxemics (Your Use of Space)

  • Keep a safe buffer zone (~6 feet)
  • Avoid blocking someone’s path
  • Stand at an angle to reduce tension

Paraverbals (How You Speak)

  • Use a calm, steady tone
  • Adjust volume based on surroundings
  • Speak at a moderate pace to be clear and reassuring

Mirroring (Building Subtle Rapport)

  • Mirror someone’s posture slightly to build trust
  • Gradually shift to a more relaxed stance to encourage them to do the same

Quick Reference: Dos and Don’ts of Kinesics for Security Guards

✅ Do:

  • Use a neutral and confident posture (e.g., Interview Stance)
  • Keep hands visible and open
  • Move slowly and with purpose
  • Make steady, non-threatening eye contact
  • Speak calmly and respectfully
  • Maintain appropriate personal space

❌ Don’t:

  • Invade someone’s space
  • Cross your arms
  • Clench your fists
  • Point fingers
  • Make sudden or aggressive movements
  • Glare or raise your voice unnecessarily

Final Thoughts: Body Language is Your Silent Partner

In security work, how you’re perceived is just as important as what you say. Kinesics isn’t just a “soft skill”—it’s a vital tool in your communication arsenal. The ability to project calm, authority, and empathy through body language can defuse conflicts, gain cooperation, and increase safety for everyone involved.

By consciously applying positive kinesics techniques, security guards can confidently manage high-pressure situations with professionalism and control.

Want to master body language and other essential security skills?
👉 Visit SecurityGuardCourse.ca for expert-led training and certification programs.

The Important Role of a Security Guard in Alberta

by AGT Staff
The Important Role of a Security Guard in Alberta

Security guards play a crucial role in maintaining the safety of people, property, and assets throughout Alberta. Whether stationed in shopping malls, office towers, construction sites, or residential buildings, these professionals serve as the first line of defense in preventing crime and ensuring public safety.

With increased demand on law enforcement resources, the need for private security services continues to rise. In Alberta—as in many provinces—the number of private security personnel now exceeds that of police officers. This shift reflects a growing reliance on private security professionals to support overall public safety efforts.

Alberta’s Legal Framework for Security Guards

The private security industry in Alberta is regulated under the Security Services and Investigators Act (SSIA), administered by the Ministry of Public Safety and Emergency Services. This legislation outlines the legal requirements to work in the industry and defines the role of a licensed security professional.

To legally work as a security guard in Alberta, individuals must complete government-approved security guard training, pass a provincial exam, and apply for a valid security guard license through Alberta’s Solicitor General’s office.

In this post, we’ll break down the key responsibilities of a security guard, how the role compares to public policing, and the step-by-step process to become licensed in Alberta.

What Are the Duties of a Security Guard?

At the core of their role, security guards are responsible for protecting people and property. While job functions may vary by setting, the foundational responsibilities remain consistent across the industry:

  • Observe: Patrol assigned areas and monitor surveillance systems to detect suspicious behavior, safety hazards, or security breaches.
  • Deter: Serve as a visible deterrent to criminal activity simply by being present in uniform and following professional procedures.
  • Record: Maintain detailed logs of incidents, patrols, and daily activities for documentation and follow-up.
  • Report: Notify supervisors, clients, or emergency responders when an incident occurs, using clear and effective communication.

Security guards serve multiple stakeholders:

  • Employers: Safeguard assets, monitor access, and follow established protocols to reduce risks to staff and infrastructure.
  • The Public: Assist in crowd control, offer directions, and act swiftly in emergencies at events, shopping centres, and public spaces.
  • Themselves: Operate with professionalism, integrity, and awareness of legal limitations, while prioritizing their own safety.

How Security Guards Differ from Police Officers

Security guards and police officers often work side by side, but they have distinct responsibilities and legal powers.

Police officers are public servants with broad authority to enforce laws, investigate crimes, and make arrests. They operate across municipal, provincial, and federal jurisdictions.

Security guards, on the other hand, are employed by private organizations to protect specific properties or people. While they do not have the same level of legal authority, they play a significant role in crime prevention, access control, and emergency response within their assigned area.

Security guards in Alberta are permitted to perform a citizen’s arrest only when they directly witness someone committing a crime. In such cases, they must immediately turn the individual over to police.

Despite legal limitations, security guards are often the first responders in an incident and are critical in stabilizing situations, gathering information, and cooperating with law enforcement.

Security Guards and Public Safety in Alberta

Security guards contribute significantly to crime deterrence and public safety in Alberta. Their consistent presence helps reduce theft, vandalism, and trespassing—especially in high-risk areas like retail stores, construction sites, and corporate environments.

In emergencies, trained guards are often the first to assess the situation, secure the area, and assist emergency personnel. Their familiarity with the site’s layout and protocols enables efficient and coordinated responses.

Security guards also play an important role in post-incident activities such as securing the scene, providing surveillance footage, and acting as witnesses in legal proceedings. Their documentation and professionalism are essential to supporting investigations and legal outcomes.

How to Get a Security Guard License in Alberta

To begin your career as a licensed security guard in Alberta, follow these essential steps:

  1. Complete Security Guard Training
    Enroll in a government-approved security guard training program, often referred to as the Alberta Basic Security Training (ABST) course. This 40-hour course covers key topics including legal authorities, emergency response, patrol procedures, and communication skills.
  2. Pass the Provincial Exam
    Once training is complete, you must pass a multiple-choice provincial exam that tests your knowledge of the course material and readiness for the role.
  3. Meet the Eligibility Criteria
    To apply for a security guard license in Alberta, you must:
    • Be at least 18 years old
    • Be legally entitled to work in Canada
    • Have no serious criminal convictions
    • Submit fingerprints for a background check
  4. Apply for Your Security Guard License
    Submit your application through the Alberta.ca website or via an authorized registry agent. Your security guard license is valid for two years and must be renewed in accordance with provincial regulations.

Start Your Career in Alberta’s Growing Security Industry

With Alberta’s increasing demand for private security services, there has never been a better time to pursue a career in this field. By completing the required security guard training and obtaining your security guard license, you’ll gain access to a rewarding profession with opportunities for growth, stability, and service.

Whether you’re starting out or switching careers, a future in private security is within reach. Enroll in a certified security guard training course today and take the first step toward a secure and respected career path in Alberta.

Top 5 Training Exercises to Boost Your Loss Prevention Skills as a Security Guard

by AGT Staff 0 Comments
Top 5 Training Exercises to Boost Your Loss Prevention Skills as a Security Guard

Introduction
In today’s competitive retail landscape, effective loss prevention can make or break a business. Alberta Security guards play a vital role in reducing theft and enhancing store safety—but not all security guards are equally effective. What separates the best loss prevention officers (LPOs) from the rest? Superior observational skills and situational awareness.

Whether you’re new to the field or a seasoned professional, the right exercises can sharpen your instincts and make you an invaluable asset on any retail floor.

1. People-Watching in Public: Building Observational Muscle

Why it’s essential: Identifying suspicious behavior without drawing attention to yourself is a crucial skill in retail security.

  • Where to train: Malls, transit hubs, or busy parks.
  • How to do it: Watch people for 10–15 minutes. Note their body language, eye movements, and interactions.
  • Goal: Distinguish between normal behavior and potential red flags like shoplifting cues.

Pro tip: This mirrors the in-store environment where your job is to spot suspicious activity while remaining discreet.

2. Spot the Difference: Enhance Your Attention to Detail

Why it’s crucial: Noticing changes in the retail environment—like moved merchandise or removed price tags—can be the first sign of theft.

  • Where to train: Any familiar room or controlled setting.
  • Exercise: Observe the room, step away, have someone make changes, and return to identify them.
  • Goal: Sharpen your ability to detect minor yet meaningful alterations.

Pro tip: Start with obvious changes, then work toward the subtle—just like identifying theft in progress.

3. Situational Walkthroughs: Know Your Environment

Why it matters: A skilled LPO understands their surroundings thoroughly—from escape routes to blind spots.

  • Where to do it: Retail stores, shopping malls, or public areas.
  • Exercise: Conduct a “patrol” with a security mindset. Note entry/exit points, camera angles, and hidden corners.
  • Goal: Develop situational awareness to anticipate where theft may occur.

Loss Prevention Insight: Knowing your layout gives you the upper hand in preventing incidents before they happen.

4. Learn by Watching Pros on Duty

Why it works: Observing experienced loss prevention security guards in action is one of the fastest ways to learn.

  • Where: Grocery stores, department stores, or retailers with visible security staff.
  • Exercise: Watch how guards move, where they stand, and how they interact (without interfering).
  • Goal: Gain real-world perspective and refine your own approach.

Security Tip: Use what you observe to enhance your strategy.

5. Object Tracking: Improve Focus in Busy Environments

Why it’s vital: Following a suspect and the item they conceal is key to making a lawful apprehension.

  • Where: Transit stations, supermarkets, or crowded malls.
  • Exercise: Choose an item and mentally track its movement—note who touches it, where it moves, and any changes.
  • Goal: Build the ability to focus amid distractions.

Security Tip: This skill can make the difference between catching a thief or losing sight of vital evidence.

Final Thoughts
Loss prevention relies heavily on observation, detail orientation, and strategic thinking. These practical exercises will not only enhance your awareness but also prepare you for real-world scenarios that security guards face daily.

Take Your Training to the Next Level

Want more advanced tips and techniques? Join our certified loss prevention training course today and become the expert every retailer needs.

Conflict De-Escalation Techniques for Security Guards Using the Refusal Approach

by AGT Staff 0 Comments
Conflict De-Escalation Techniques for Security Guards Using the Refusal Approach

Conflict de-escalation is a vital skill for every security guard, especially when dealing with uncooperative individuals. Whether facing trespassers, intoxicated patrons, or aggressive behavior, security professionals must use proven conflict resolution methods to maintain safety and order. One powerful method is the Refusal Approach—a structured, step-by-step communication tactic designed to gain compliance while minimizing confrontation.

What is the Refusal Approach?

The Refusal Approach is a conflict de-escalation tool that allows security guards to encourage cooperation without immediately resorting to force. It supports clear communication, minimizes risk, and ensures that the guard remains in control of the situation.

Steps for Effective Conflict Resolution:

  1. Repeat the Request Firmly
    Reinforce your expectations clearly. Example: “I need you to step away from this area now.”
  2. Explain the Reason
    People are more likely to comply when they understand the purpose.
    Example: “This area is off-limits for safety and legal reasons.”
  3. Emphasize the Benefits of Compliance
    Show how their cooperation helps everyone.
    Example: “By moving, you’re helping to keep the environment safe for all.”
  4. Outline Consequences
    Be firm, legal, and prepared to follow through.
    Example: “If you don’t leave, we’ll need to remove you and involve police if necessary.”
  5. Confirm the Decision
    Give them the final opportunity to choose.
    Example: “Would you like to leave now, or do I need to take further steps?”
  6. Take Appropriate Action
    Follow through calmly and professionally.

Conclusion

Security guards play a crucial role in conflict resolution. Using structured communication techniques like the Refusal Approach helps avoid physical confrontations and leads to safer, more effective conflict de-escalation outcomes.

Calgary Co-Op Arrest: What Security Guards Can Learn About Use of Force and Public Perception

by AGT Staff 0 Comments
Calgary Co-Op Arrest: What Security Guards Can Learn About Use of Force and Public Perception

A recent security incident at the Brentwood Calgary Co-Op has gone viral, sparking renewed debate about use of force, the legal authority of security guards in Canada, and the growing role public perception plays in shaping industry policies. The event, which took place around February 28, 2025, involved a security guard detaining an alleged shoplifter in what witnesses described as an “aggressive” takedown—one bystander even compared it to a WWE match.

As the video circulated online, the discussion quickly shifted from legality to optics. While no charges have been laid, the situation underscores the complex balance between law enforcement by private security and maintaining the public’s trust.

In this post, we break down key lessons from the Calgary Co-Op incident for security guards and loss prevention professionals, including legal guidelines, best practices, and the critical impact of public perception in today’s social media-driven world.

Understanding Citizen’s Arrest in Canada

Under Section 494 of the Criminal Code of Canada, private citizens—including security guards—can make a citizen’s arrest if:

  • They witness someone committing a criminal offence.
  • They are the property owner or authorized to act on behalf of the property owner and witness a crime on or related to that property.
  • The arrest happens at the time of the offence or shortly after, and waiting for a peace officer is impractical.
  • The person detained must be handed over to law enforcement promptly.

For loss prevention officers, this means the arrest must be based on direct observation. If a guard did not witness the theft from start to finish, the arrest could be considered unlawful, risking charges like assault or forcible confinement.

Use of Force: What the Law Says

Security guards are legally private citizens. Their authority to use force comes from Section 25 of the Criminal Code, which allows individuals acting under lawful authority to use reasonable force when necessary.

Key factors to consider:

  • Proportionality: The amount of force must match the threat or resistance.
  • Necessity: Force should only be used when other options, like verbal commands, have failed.
  • Reasonable judgement: Excessive or unnecessary force can result in criminal charges, lawsuits, and job loss.

Examples of appropriate force:

  • Cooperative subject? Use verbal commands and non-threatening body language.
  • Resisting or fleeing suspect? Reasonable physical restraint may be justified.
  • Active threat? Handcuffs may be used, but only with clear justification and proper technique.

In the Calgary Co-Op case, public backlash was less about the legality and more about optics—how the force looked to bystanders. This is a growing reality in the security industry: perception often outweighs legal nuance.

The Role of Loss Prevention Professionals (LPPs)

LPPs are on the front lines of retail security. Their core responsibilities include:

  • Monitoring and preventing theft.
  • Gathering evidence through surveillance.
  • Detaining suspects within the scope of their legal authority.
  • Ensuring safety for staff, customers, and themselves.

Best practices for loss prevention:

  • Follow the six-step method: Observe, Approach, Selection, Concealment, Continuous Observation, and Exit.
  • Start with communication: Always attempt voluntary compliance first.
  • Use non-threatening posture to de-escalate potential confrontations.
  • Document everything: Detailed notes and incident reports protect you during reviews and investigations.

The Calgary incident shows how one video can turn a routine arrest into a viral controversy, affecting both the security company and the retailer’s reputation.

Legal, Physical, and Reputational Risks for Security Guards

Security work comes with serious risks, especially when making arrests:

Legal Risks:

  • Criminal charges from alleged unlawful arrests or excessive force.
  • Civil lawsuits for injuries or emotional distress.

Safety Risks:

  • Injury during altercations.
  • Weapons or violent retaliation from suspects.
  • Off-duty retaliation.

Reputational Risks:

  • Viral videos leading to media scrutiny.
  • Loss of employment—even when actions were lawful.
  • Long-term damage to career prospects in the industry.

Security guards must balance enforcement with legal compliance, personal safety, and protecting their employer’s brand image.

Why Public Perception Matters More Than Ever

The Calgary Co-Op arrest serves as a powerful example of how public opinion can override legal context:

  • Media reports focused on the witnesses’ emotional reactions, not legal analysis.
  • Viral footage shapes the narrative more than police statements or internal policies.
  • Even if legal, forceful actions that “look bad” can lead to firing, protests, or damaged reputations.

How public opinion shapes security practices:

  • Some retailers prohibit force altogether.
  • Companies may terminate guards to avoid backlash—even when justified.
  • Guards who appear “too aggressive” may struggle to find future employment.

Key Takeaways for Security Guards and LPPs

  1. Assume you’re always being recorded.
  2. Know the law and follow it to the letter.
  3. Use communication and de-escalation before physical force.
  4. Maintain professionalism—both in action and appearance.
  5. Understand that optics matter. A lawful arrest can still cost your job if it looks bad.

Final Thoughts

The Calgary Co-Op incident, while still under review, offers valuable lessons for the security industry. It highlights the need for clear legal understanding, communication skills, and awareness of how public perception can define a security guard’s career.

If you’re in security or loss prevention, investing in your training is the best way to protect yourself—and your future. We offer self-paced, affordable online courses in Loss Prevention, Use of Force, and De-Escalation Techniques designed to keep you compliant, safe, and respected in your role.

Interested in professional training for security guards?
Check out our online training programs to enhance your skills and reduce your risk on the job.