Church Security Answer Man

  A. What is your role?   1.Appear calm, centered and self-assured even though you don’t feel it. Relax facial muscles and look confident. Your anxiety can make the person feel anxious and unsafe and that can escalate aggression.   2.Use a modulated, low monotonous tone of voice (our normal tendency is to have a high pitched, tight voice when scared).   3.If you have time, remove necktie, scarf, hanging jewelry, (not in front of him/her)   4.Do not be defensive-even if the comments or insults are directed at you, they are not about you. Do not defend yourself or anyone else from insults, curses or misconceptions about their roles.   5.Be aware of any resources available for back up. Know that you have the choice to leave, tell the person to leave or call the police should de-escalation not be effective   6.Be very respectful even when firmly setting limits or calling for help. The agitated individual is very sensitive to feeling shamed and disrespected. We want him/her to know that it is not necessary to show