Taking the High Road: A Security Guard's Guide to Professional Excellence
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Remember: You Set the Tone
As a security professional, you're not just protecting property—you're shaping people's experience of the workplace. That employee running late who forgot their badge? They're already stressed. Your demeanor in that moment can either escalate tension or defuse it.
A calm "I understand you're in a hurry, but I need to verify your identity before I can let you in" works far better than a rigid "No badge, no entry" delivered with arms crossed. Same rules enforced, completely different energy.
Don't Take It Personally
People will be rude. They'll complain about policies you didn't create. They'll act like checking their ID is a personal affront. Here's the truth: it's almost never about you.
Taking the high road means recognizing that the person snapping at you about parking validation is probably having a terrible day. You can enforce the rule without matching their energy. "I hear your frustration, sir, but I still need to see your parking pass" maintains your authority while keeping things professional.
Authority vs. Authoritarianism
There's a crucial difference between having authority and being authoritarian. You have a job to do, rules to enforce, and genuine security concerns to address. But there's no need to flex your power over minor infractions or treat every situation like a military operation.
Discretion is part of good security work. Does someone really need to walk back to their car for that parking hang tag when you can see their employee badge and verify them in the system? Sometimes the high road means enforcing the spirit of the rule, not just the letter.
De-escalation Is Your Superpower
Anyone can escalate a situation—that takes zero skill. True professionalism lies in de-escalation. When someone's getting heated:
- Stay calm and lower your voice (they'll often unconsciously match your tone)
- Acknowledge their concern before restating the requirement
- Offer solutions when possible: "I can't let you in without ID, but I can call your supervisor to come verify you"
- Know when to call for backup rather than letting ego drive the interaction
Build Relationships, Not Barriers
Learn people's names. Offer genuine greetings. Remember regulars and their routines. When you treat people like humans rather than potential security threats, most will reciprocate that respect.
The employee you helped out when their badge wasn't working? They'll be patient with you the next time there's a security delay. Goodwill is an investment that pays dividends.
When Someone Complains About You
It stings when someone goes over your head to complain, especially if you were just doing your job. The low road is getting defensive or treating that person coldly going forward. The high road is reflecting honestly: Was I enforcing policy, or was I being unnecessarily rigid? Did I communicate respectfully?
If you were in the right, let your professionalism speak for itself. If there's something to learn, learn it and move on.
The Long Game
Taking the high road isn't about being a pushover—it's about being secure enough in your role that you don't need to prove your authority through power trips. It's about understanding that your job is to protect people and property, not to win arguments or put people in their place.
The security guard everyone respects isn't the one who rules with an iron fist. It's the one who's fair, approachable, and unflappable—someone who makes people feel both safe and welcome.
That's the high road, and it's worth the climb.