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Reading the Warning Signs: How Alberta Security Guards Can Recognize Escalating Behaviour

by Jessie Crozier 0 Comments
Reading the Warning Signs: How Alberta Security Guards Can Recognize Escalating Behaviour

A customer becomes increasingly frustrated after being asked to leave a store. Their voice gets louder, their fists begin to clench, and they take a step toward the security guard.

Is this simply someone expressing frustration, or is the situation becoming dangerous?

For security guards, recognizing the difference is an important part of staying safe on the job.

Physical confrontations don’t always happen without warning. Changes in body language, communication, and behaviour may provide clues that a situation is escalating.

These behaviours are often referred to as pre-assault indicators, and learning to recognize them is a valuable skill for anyone preparing to work in Alberta’s security industry.

Whether you’re assigned to a shopping centre, residential property, event venue or commercial building, the ability to assess behaviour and respond appropriately can help protect both yourself and the people around you.

Why Body Language Matters in Security Work

Security guards regularly interact with people experiencing frustration, stress, anger or emotional distress.

Most of these interactions never become violent.

However, some situations can escalate quickly, particularly when an individual feels challenged, threatened, or unwilling to cooperate.

A person may begin raising their voice, changing their stance, moving closer or making threatening statements.

Recognizing these changes gives security personnel an opportunity to reassess the situation before it becomes more dangerous.

It’s important to understand that body language isn’t an exact science. A single gesture doesn’t prove that someone intends to become violent.

Instead, guards should consider the overall situation, including what the individual is saying, how they’re behaving, and whether several concerning behaviours are occurring together.

Eight Pre-Assault Indicators Alberta Security Guards Should Know

The following warning signs are commonly discussed in pre-assault awareness training. Understanding them can help security guards identify situations that may require greater caution.

1. Repeatedly Looking at Specific Targets

During a conversation, someone may repeatedly glance at your face, hands, torso, or security equipment.

This behaviour is sometimes called target glancing.

In certain circumstances, it may suggest the individual is assessing your position or considering a physical action.

On-the-job example:

You’re speaking with someone who has been asked to leave a commercial property. They repeatedly glance at your radio, then back toward your face.

This doesn’t necessarily mean an attack is coming, but combined with threatening language or other unusual behaviour, it may warrant increased awareness.

2. Changing Their Stance

People sometimes adjust their posture before a physical confrontation.

They may turn their body sideways, position one foot behind the other, or raise their hands.

This sideways positioning is sometimes referred to as blading the body.

On-the-job example:

A security guard at an Alberta shopping centre asks an individual to stop behaving aggressively toward an employee.

The person turns sideways, raises their hands, and responds, “What are you going to do about it?”

The combination of threatening language and a change in posture suggests that the interaction may be escalating.

3. Clenching Their Hands or Jaw

Physical tension can become more noticeable when someone is experiencing heightened stress or anger.

Possible behaviours include:

  • Making fists
  • Repeatedly opening and closing their hands
  • Tightening their jaw
  • Grinding their teeth
  • Raising their hands toward their face

On-the-job example:

During an argument at an event, an attendee begins breathing heavily and repeatedly clenching their fists.

The guard should recognize the behaviour change and consider whether additional distance or support is appropriate.

4. Becoming Suddenly Quiet

A person who has been shouting or arguing may suddenly stop speaking.

Sometimes this means they’re calming down.

Other times, particularly when combined with threatening behaviour, the change may signal increased tension.

On-the-job example:

An individual has been loudly refusing to leave a property. Suddenly, they become silent and stare directly at the guard while maintaining a tense posture.

Rather than assuming the situation is resolved, the guard should continue assessing the individual’s behaviour.

5. Moving Into Personal Space

Distance is an important safety consideration during tense interactions.

Someone who repeatedly steps closer, leans forward aggressively, or refuses to respect personal boundaries may be increasing the risk of confrontation.

On-the-job example:

You’re speaking with an agitated individual at a residential property.

You take a step backward to maintain distance, but they immediately step forward.

When this happens repeatedly, it may indicate that the person is attempting to intimidate you or create an opportunity for physical contact.

Maintaining appropriate distance provides additional time to assess and respond.

6. Repeatedly Adjusting Clothing or Touching Their Face

Stress can cause people to make repetitive movements, sometimes called grooming gestures.

These might include:

  • Pulling up sleeves
  • Adjusting clothing
  • Rubbing the face
  • Running hands through the hair
  • Repeatedly touching the head

These behaviours are common and can have many explanations.

However, when they appear alongside threats, aggressive positioning, or other warning signs, they may contribute to a broader assessment of escalating risk.

7. Scanning the Surroundings

Someone involved in a tense interaction may begin repeatedly looking around.

They may glance toward exits, nearby people, security cameras, or objects within reach.

On-the-job example:

During an escalating disagreement, an individual repeatedly looks toward the building’s exit and then toward another security guard approaching the area.

The behaviour may have several explanations, but it provides an opportunity to reassess the environment and consider how the situation could develop.

8. Making Threats or Changing Their Tone

Verbal communication is one of the clearest ways an individual may indicate hostility.

Concerning statements might include:

  • “I wouldn’t do that if I were you.”
  • “You’re going to regret this.”
  • “Don’t come any closer.”
  • “I’d like to see you try.”

Changes in tone, volume, and speaking pace may also be relevant.

On-the-job example:

A guest at an event becomes increasingly argumentative after being told they cannot re-enter a restricted area.

Their voice becomes quieter but more threatening, and they begin moving closer to the guard.

The combination of verbal threats and changing physical behaviour may indicate a heightened risk.

Why Multiple Warning Signs Matter

Imagine you’re working security at a busy event.

An attendee becomes angry after being asked to leave.

At first, they’re simply arguing.

Then you notice several changes:

  • Their hands begin clenching.
  • They turn their body sideways.
  • They repeatedly move closer.
  • They begin making threats.

Each behaviour alone could have more than one explanation.

Together, however, they suggest that the situation may be becoming more dangerous.

Recognizing these patterns allows a security guard to consider safer response options before a confrontation becomes physical.

The goal isn’t to predict someone’s next move with certainty. It’s to identify increasing risk and respond professionally.

What Should an Alberta Security Guard Do When a Situation Escalates?

Recognizing potential warning signs is only the first step.

Knowing how to respond is equally important.

Maintain a Safe Distance

Where possible, create additional space between yourself and the individual.

Distance provides more time to assess changes in behaviour and react if necessary.

Avoid allowing an increasingly agitated person to repeatedly close the gap without reassessing your position.

Be Aware of Your Surroundings

Know where the nearest exits are located.

Avoid becoming trapped in a corner or confined space.

Pay attention to obstacles, nearby people, and potential hazards.

Your surroundings may influence which response options are safest.

Use Calm, Clear Communication

How you communicate can influence the direction of an interaction.

Use simple, respectful language and avoid escalating the situation through unnecessary arguments or confrontational remarks.

For example:

  • “I understand you’re frustrated.”
  • “Let’s give each other some space.”
  • “I want to help resolve this safely.”
  • “I’m going to ask my supervisor to assist us.”

Clear communication can help establish boundaries without unnecessarily increasing tension.

Request Backup Early

If an encounter is becoming increasingly hostile, follow site procedures for requesting assistance.

That may involve contacting another guard, a supervisor, or emergency services, depending on the circumstances.

Waiting until a situation becomes physical can limit the options available.

Recognize When to Disengage

Not every disagreement requires continued engagement.

In some situations, creating distance and requesting additional assistance may be the safest course of action.

Security guards should follow their training, legal responsibilities, and employer procedures when determining how to respond.

Applying These Skills Across Alberta’s Security Industry

Pre-assault awareness is relevant to many different security assignments.

Retail security: Guards may encounter customers who become aggressive when asked to leave a store or comply with property rules.

Event security: Large crowds, alcohol consumption, and disagreements between attendees can create situations where early recognition of escalating behaviour is valuable.

Residential security: Guards may respond to noise complaints, unauthorized visitors or disputes involving residents and guests.

Commercial properties: Security personnel may need to manage access concerns or interactions with individuals who refuse to follow site procedures.

Healthcare and public-facing environments: Guards may encounter people experiencing distress, confusion, or heightened emotions, requiring patience, communication, and careful risk assessment.

In each setting, the ability to recognize changing behaviour supports safer and more professional decision-making.

Training Builds the Foundation for Safer Security Work

Security work involves more than monitoring entrances and responding to alarms.

It requires observation, communication, sound judgement, and the ability to assess situations that may change without warning.

For aspiring Alberta security guards, developing an understanding of these responsibilities begins with proper training.

Alberta’s security worker licensing process includes required training and other eligibility requirements. Completing the appropriate training is an important step toward entering the profession.

At Alberta Guard Training, we help future security professionals take that step through accessible online security guard training.

The knowledge gained during training provides a foundation for understanding professional responsibilities, legal authorities, communication, and personal safety.

Recognizing pre-assault indicators is one example of how those skills apply in the real world.

The earlier you recognize a potential risk, the more opportunities you have to respond safely.

Start your Alberta security guard training and take the next step toward a career in security.

References

Blue Sheepdog. (n.d.). Pre-attack indicators. https://www.bluesheepdog.com/pre-attack-indicators/

Ti Training. (2025, June 20). Pre-attack indicators: A training guide to reading body language for law enforcement. https://titraining.com/blog/pre-attack-indicators/

Jewellery Store Robberies: What Alberta Security Guards Can Learn from High-Risk Retail Incidents

by Jessie Crozier 0 Comments
Jewellery Store Robberies: What Alberta Security Guards Can Learn from High-Risk Retail Incidents

A group enters a jewellery store wearing masks. Within seconds, display cases are smashed, merchandise is grabbed and the suspects are running toward an exit.

For a security guard, what happens next?

Videos of jewellery store robberies like these have attracted significant attention in Canada. They also tend to generate the same question from people watching online:

Why didn’t security stop them?

The answer isn’t as simple as it may appear from a short video clip.

High-risk retail incidents require security guards to consider public safety, potential weapons, their legal authority, employer procedures and the consequences of escalating an already dangerous situation.

For anyone completing security guard training in Alberta, jewellery store robberies provide a useful real-world example of why professional security requires much more than simply being willing to confront someone.

What Makes a Jewellery Store Robbery So Dangerous?

Smash-and-grab jewellery robberies can happen extremely quickly.

Several suspects may enter together, break display cases using hammers or other tools, take high-value merchandise and leave for a waiting vehicle.

The entire incident may be over in less than a minute.

The danger isn’t limited to the theft itself.

Some suspects involved in these types of robberies have carried chemical irritants, knives or firearms. Guards attempting to intervene may also be significantly outnumbered.

Now add a busy shopping centre to the situation.

Customers may be standing only metres away. Children and families could be walking through the area. Broken glass may cover the floor. Frightened people may begin running without knowing where the threat is coming from.

A guard has to process all of this information quickly.

That’s where training, situational awareness and professional judgement become critical.

Alberta Security Guards Need to Understand Their Role

People sometimes assume that a security guard has the same powers as a police officer.

They don’t.

Security guards operate within specific legal authorities and the policies and procedures established for their assignment.

That means a guard’s responsibility during a robbery isn’t simply to “catch the bad guy.”

The guard has to consider questions such as:

  • Is anyone in immediate danger?
  • Are weapons present?
  • How many suspects are involved?
  • Could intervention make the situation more dangerous?
  • What do site procedures require?
  • What information can be communicated to police?
  • How can customers and employees be moved away from the threat?

Professional security is about managing risk and protecting people — not creating an even more dangerous situation in an attempt to protect property.

What Authority Does a Security Guard Have to Make an Arrest?

Security guards need to understand both the authorities available to them and the limitations of those authorities.

Under Section 494 of the Criminal Code of Canada, private citizens, including security guards, have arrest authority in certain circumstances.

However, the existence of an arrest authority doesn’t mean attempting an arrest is appropriate in every situation.

Consider a jewellery store robbery involving several suspects carrying hammers, with the possibility that chemical irritants or other weapons are also present.

A guard attempting an arrest could put themselves, employees and members of the public at greater risk.

There are also potential legal consequences when an arrest isn’t lawful.

Understanding the law is therefore only part of the equation. Guards must also learn how to apply that knowledge appropriately to the circumstances in front of them.

Use of Force Requires Careful Judgement

The Criminal Code of Canada contains provisions relating to the use of force, self-defence and defence of property.

Section 25 addresses circumstances involving force used in the administration or enforcement of the law. Section 34 addresses defence of a person, while Section 35 addresses defence of property.

Whether force is legally justified depends on the circumstances.

During a fast-moving robbery, those circumstances may change within seconds.

A suspect who is fleeing may behave differently when confronted. Another suspect may be carrying a weapon that wasn’t initially visible. Members of the public may suddenly move into the area.

Security guards need to understand that the presence of stolen property does not automatically justify a physical confrontation.

People Are the Priority

A jewellery store may contain extremely valuable merchandise.

But no piece of jewellery is worth someone’s life.

That principle should remain at the centre of a guard’s risk assessment.

A physical confrontation can cause suspects to respond violently. A pursuit through a crowded shopping centre can put customers in danger. Chemical irritants can affect people well beyond their intended target. A getaway vehicle leaving at high speed can create another hazard outside.

The goal is to reduce harm.

Sometimes, that means the safest professional decision looks less dramatic than the public expects.

Observation Can Be More Valuable Than Confrontation

Security guards don’t need to physically apprehend someone to make an important contribution during an incident.

Observation is one of the most valuable skills a guard develops.

Before an incident, situational awareness may help identify unusual behaviour or circumstances worth monitoring.

During an incident, good observation can provide police with information such as:

  • Number of suspects
  • Physical descriptions
  • Clothing
  • Weapons observed
  • Direction of travel
  • Vehicle description
  • Licence plate information
  • Which entrance or exit was used

Those details can become extremely important to the investigation that follows.

This is one reason security guard training places such an emphasis on observation, communication, note-taking and report writing.

They may sound like basic skills in the classroom. During a serious incident, their value becomes much clearer.

Know the Property Before Something Happens

Preparation shouldn’t begin when the first display case is smashed.

A professional security guard should become familiar with their assigned site before an emergency occurs.

That means knowing entrances and exits, emergency routes, vehicle access points, areas where crowds tend to gather and locations where employees or members of the public can move to safety.

Guards should also understand the site’s emergency procedures.

What should happen if a weapon is observed?

What is the procedure for contacting police?

Are guards expected to pursue suspects?

When should a guard disengage?

How should surveillance footage be secured after an incident?

Questions like these are much easier to answer before an emergency than during one.

What Should Security Focus on During a Robbery?

Every incident is different, and a guard’s response must take into account their training, legal authority, site procedures and the circumstances unfolding in front of them.

During a violent robbery, life safety remains the priority.

That may mean directing customers away from the affected area, helping employees reach a safer location and contacting police.

Guards can also provide responding officers with concise, useful information.

Rather than simply reporting “there’s a robbery,” an observant guard may be able to communicate how many suspects are involved, whether weapons were seen, where the suspects are moving and what vehicle they entered.

Providing accurate information quickly can help police respond while avoiding unnecessary escalation.

After the Suspects Leave

The security response doesn’t end when the suspects disappear through the doors.

The area may now be a crime scene.

Customers and employees may be frightened. Someone may have been injured. Broken glass or other hazards may remain. Evidence could easily be disturbed.

Depending on site procedures, security may assist with securing the area, preserving surveillance footage, identifying witnesses and documenting what happened.

Detailed notes become especially important.

A security guard should be able to separate what they personally observed from information provided by someone else and record events as accurately as possible.

The resulting incident report may later assist management, police or other parties reviewing what happened.

Why Didn’t the Guard “Do Something”?

This is where public perception and professional security can look very different.

Someone watching a 20-second video online may see a guard standing several metres away while suspects run from a jewellery store.

They may assume the guard is doing nothing.

But what isn’t visible?

The guard may be calling police.

They may be communicating suspect descriptions.

They may be moving customers away from danger.

They may have observed a weapon.

They may be following a site procedure that specifically prohibits pursuing armed suspects.

They may be memorizing details that will later assist investigators.

Physical confrontation is only one possible action, and in a high-risk situation it may be the wrong one.

What Future Alberta Guards Can Take from These Incidents

Jewellery store robberies are dramatic examples, but the lessons extend to many types of security work.

Future Alberta security guards should understand the importance of:

Knowing your legal authority. Security guards need to understand what the law allows and where their authority ends.

Assessing risk. Before acting, consider what your actions could cause.

Prioritizing life safety. Protecting people takes priority over recovering property.

Maintaining situational awareness. Details matter before, during and after an incident.

Communicating clearly. Useful information can help coworkers, management, emergency services and police respond.

Following site procedures. Training provides a foundation, but guards must also know the policies and instructions for the property where they’re working.

Documenting incidents accurately. Good notes and reports can become an important part of what happens after an incident.

Most importantly, professional security requires judgement.

Knowing how to take action matters. Knowing whether you should take that action matters just as much.

Security Guard Training Prepares You to Make Better Decisions

Working in security isn’t about being the toughest person in the room.

It’s about understanding your responsibilities and making professional decisions when situations become difficult.

A high-risk robbery brings many of those responsibilities together at once: legal authority, observation, communication, public safety, risk assessment and documentation.

That’s why proper training is such an important first step toward working in the industry.

If you’re considering a career as a security guard in Alberta, completing the required training helps you build the knowledge you’ll need as you move through the provincial licensing process and prepare for real security work.

At Alberta Guard Training, our goal is to help future guards understand not only the requirements for entering the industry, but the responsibilities that come with the role.

Start your Alberta security guard training and take the next step toward becoming a licensed security professional.

References

Government of Canada. (1985). Criminal Code, R.S.C. 1985, c. C-46. Justice Laws Website. https://laws-lois.justice.gc.ca/eng/acts/C-46/index.html

Nielsen, K., & Lieberman, C. (2024, December 18). Jewelry thefts plaguing Toronto area funding ‘other forms of criminal activity’: police. Global News. https://globalnews.ca/news/10922836/smash-and-grab-robbery-rates-soar-toronto-area/

Apprehension Risks for Alberta Security Guards: Lessons from the Sault Ste. Marie Biting Incident

by AGT Staff
Apprehension Risks for Alberta Security Guards: Lessons from the Sault Ste. Marie Biting Incident

Theft apprehensions are one of the highest-risk tasks Alberta security guards face. From retail loss prevention to healthcare and event security, even routine arrests can escalate into sudden violence, including assaults, biting, and serious injury. This article examines the real risks of hands-on apprehensions for Alberta security guards, explains lawful arrest authority under the Criminal Code, and outlines best practices for use of force, de-escalation, and non-contact loss prevention. Designed for licensed Alberta security professionals, this guide focuses on safety, legal compliance, and practical decision-making that helps guards protect themselves while remaining professional and defensible.

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.