1. Aggression
Management
Hi
Joe
Augustine,
Nationwide
Training
Academy
what
we’re
just
about
to
speak
about
is
aggression
management
or
managing
an
aggressive
person.
So
what
is
an
aggressive
person
or
what
is
aggression
management
it
simply
is
or
how
best
to
manage
it.
One
of
the
tips
that
I
always
give
when
I’m
doing
the
crowd
control
training
is
always
try
and
stop
the
trouble
at
the
door
because
what
you’ll
find
is
one
of
the
jobs
you
might
have
and
you’re
the
person
on
the
front
door
is
that
stopping
trouble
before
it
enters
you’re
premises.
So
it’s
much
easier
to
pick
up
someone
walking
towards
you
who
might
be
an
aggressive
person
or
that
sort
of
aggressive
nature
about
them
on
their
way
in,
so
it’s
easier
to
stop
them
at
the
door
rather
than
having
the
trouble
inside
your
venue
when
the
aggression
turns
ugly
and
you
have
to
try
and
remove
them
from
there.
So
let’s
have
a
look
at
a
few
things,
so
how
to
spot
and
address
a
situation
like
this
what
we
can
do
is,
when
speaking
to
someone,
ask
questions
like
how
and
when
so
you
can
get
them
to
talk
back
to
you.
Why
are
they
like
this,
why
are
they
feeling
this
way,
be
assertive
but
also
be
brief
and
go
through
and
let
them
talk
to
you
let
them
get
the
situation
out.
When
dealing
with
a
person
who
might
be
feeling
aggressive
or
they
need
to
get
something
out,
don’t
stand
overbearing
stand
back
a
nice
friendly
angle
45
degrees
and
say
”Okay
tell
me,
what’s
going
on”
and
let
them
talk
to
you.
Also
don’t
ever
be
too
domineering
over
the
person
and
make
them
feel
silly,
another
point
too
with
that
there
is
also
to
negotiate
options.
You
could
say
“I
really
want
you
to
stay
in
the
club
because
you’re
having
fun
and
the
same
token
you
need
to
calm
your
aggressive
behaviour
down”
so
by
speaking
to
them
and
letting
them
know
there
is
a
bit
of
give
you’ll
probably
get
a
lot
more
result.
Once
again
you
could
also
find
yourself
in
a
bit
of
trouble
where
the
person’s
aggression
might
rise,
if
he/she
starts,
you
should
say
to
them
“Don’t
be
silly,
calm
down”,
where
you’re
trying
to
squash
the
way
they’re
feeling
you
don’t
want
to
get
their
emotion
out
but
by
you
trying
to
put
them
down
and
make
them
feel
a
lot
worse
it’s
just
going
to
rise
back
up
twice
as
bad
because
instead
of
trying
to
suppress
it
you
need
to
be
able
to
talk
them
and
negotiate
it
down.
Don’t
stare
at
a
person
I
always
say
these
two
things,
staring
at
someone
and
also
eye
contact,
eye
contact
is
where
you
talk
to
someone
and
you
go
“Oh
yeah,
really”
and
you
talk
to
them.
Staring,
you’ll
see
people
in
the
pub
looking
at
another
person
staring
at
them
wanting
them
to
get
angry
trying
to
get
a
reaction.
So
don’t
be
the
one
doing
that
to
a
patron,
eye
contact
is
very
good
staring
is
something
you
want
to
stay
away
from.
Another
thing
is
talking
to
someone
with
hidden
meanings
in
words
like
“Calm
Down…Don’t
Be
Silly”,
you
can
really
carry
that
meaning
that
you
are
silly;
you
don’t
know
what
you’re
talking
about
and
that
could
make
them
feel
a
lot
worse.
So
in
all
of
that,
make
sure
that
you
know
that
there
are
two
sides
to
a
story
and
you
as
a
security
operative
should
be
able
to
have
the
upper
hand
but
the
upper
hand
in
a
way
where
you
can
negotiate
options
like
I
spoke
about
earlier
and
you’ll
probably
have
a
greater
result.
Well,
good
luck
with
that
and
we’ll
let
you
keep
going
through
your
training.
Thankyou.