How to Handle Difficult People

About This Class

Every security guard eventually deals with someone who's upset, uncooperative, or confrontational. This 4-hour elective course covers practical de-escalation techniques for handling difficult people calmly and safely, without letting a tense situation turn into an incident.

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What You'll Learn

• Recognizing the early signs of escalating behavior
• De-escalation techniques and verbal strategies for defusing tense interactions
• Reading body language and adjusting your own tone and posture to lower tension
• Setting boundaries with uncooperative or confrontational individuals without escalating the situation
• Knowing when to disengage and call for backup or law enforcement
• Documentation and reporting after a difficult encounter
• Real-world scenarios and practice exercises to apply these skills before you're using them on the job

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Course Format & Details

This is an in-person, instructor-led course taught at our BSIS-authorized training facility in Sacramento. Instruction combines classroom lecture with practical exercises so you leave with real experience, not just theory.

• Format: In-person, instructor-led
• Duration: 4 hours
• Location: Sacramento, CA
• Class size: Small groups for individual instruction and feedback

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Who Should Take This Course

This course counts toward your 16 hours of Elective training, due within 6 months of your guard card being issued. It's built for:

• Licensed security guards who need to complete their Elective training hours
• Proprietary private security officers (PSOs) completing their required training hours
• Anyone who regularly deals with the public and wants sharper de-escalation skills

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Requirements

No prior experience is required. You'll need a valid photo ID and your BSIS guard card or proof of application. Please arrive a few minutes early — late arrivals may not be able to receive credit for the full session.

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Explore Other Elective Courses

How to Handle Difficult People is one of several elective courses that count toward your required 16 hours of Elective training. Browse our full list of elective courses to round out your hours.

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Frequently Asked Questions

Does this course count toward my Elective hours?

‍Yes — How to Handle Difficult People counts toward your required 16 hours of Elective training, due within 6 months of your guard card being issued.

Why are there fewer available dates for this course?

‍This course is taught by Michael, so sessions are scheduled around his availability rather than on a fixed recurring calendar like our other electives.

Do I need my guard card in hand before I take this class?

‍You can take this course with an active application on file with BSIS — you don't need to have received the physical card yet.

What happens if I need to reschedule?

‍Contact us as soon as you know you can't make your scheduled session and we'll help get you into another upcoming date.

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Taught at our BSIS-authorized training facility.