When a disagreement starts getting louder, a customer refuses to leave, employees become involved in an argument, or a crowd begins moving toward a developing problem, the first few minutes matter.
Security staff may be trained to handle difficult situations, but they cannot see everything happening throughout a property. They depend on employees, managers, event organizers, supervisors, and witnesses to tell security staff what is actually happening.
One of the biggest mistakes people make during an escalating situation is giving security too much information, too little information, or information that has not been verified. A security officer needs to know what is happening, where it is happening, who is involved, whether anyone is injured, and what has already been done. Clear information allows security personnel to assess the situation and determine the appropriate response.
Start by Telling Security the Location
The first thing to tell security staff is the exact location of the problem. Saying, “There’s a fight in the building,” is not particularly useful if the property has several floors, entrances, parking areas, or large public spaces.
Instead, provide a specific location. For example: “There is an argument near the front entrance.” “Two customers are arguing near register four.” “A person is refusing to leave the second-floor lobby.” “There is a disturbance in the parking lot behind the building.”
The more specific the location, the faster security can find the situation. This becomes even more important at large properties, shopping centers, apartment complexes, construction sites, hotels, and events where several security officers may be working different areas. If the property uses numbered doors, parking sections, floors, rooms, or buildings, use those identifiers.
Tell Security What You Actually Saw
When you tell security staff what you saw, stick to facts. If you personally witnessed the beginning of the incident, explain what you saw without adding assumptions.
For example: “I saw the customer argue with the employee for approximately five minutes. The customer then stepped behind the counter.” That is more useful than: “That person is dangerous.” The first statement describes an observable action. The second is an assumption.
If several people are involved, explain what each person actually did. Useful information can include who started the confrontation, if known, what was said or done, whether anyone was threatened, whether anyone touched another person, whether property was damaged, whether anyone attempted to leave, and whether the situation is still occurring. Security personnel can then make their own assessment based on what they observe.
Tell Security Who Is Involved
Identifying the people involved can save valuable time when you tell security staff who is involved. Provide descriptions when names are unknown. For example: “The person in the blue jacket and black baseball hat is involved.”
If the person is an employee, provide their name and position if appropriate. If the person is a customer or visitor and their identity is unknown, give security a physical description — approximate age, clothing, height or build, hair color, distinguishing clothing, and direction of travel.
Avoid guessing about someone’s identity, mental state, or intentions. Security staff need information that helps them locate the person, not speculation about why the person is behaving a certain way.
Tell Security Whether Anyone Is Injured
Tell security staff immediately whether anyone is injured. If someone has been injured, tell security personnel what you know. For example: “One employee fell during the argument and says their wrist hurts.” Or: “Someone appears to have a cut on their face.”
Security staff can then consider whether medical assistance is needed and follow the property’s emergency procedures. Do not attempt to diagnose an injury. Simply report what you observed.
Tell Security If There Is a Weapon
If you believe a weapon is present, tell security staff immediately and clearly. Do not approach the person to confirm it. Do not attempt to search the individual.
Tell security what you actually observed. For example: “I saw what appeared to be a knife in the person’s right hand.” That is more useful than: “He definitely has a weapon.”
If you did not actually see a weapon but someone reported seeing one, make that distinction clear. For example: “An employee told me they saw a knife, but I did not see it myself.” That allows security personnel to understand the difference between direct observation and information received from another person.
Tell Security Whether the Person Has Been Asked to Leave
This can be particularly important in retail stores, restaurants, bars, apartment buildings, offices, and private properties. Tell security staff whether management has already asked the person to leave. For example: “The manager asked him to leave about five minutes ago, but he refused.”
Security should also know whether the person has previously been warned about the same behavior. However, employees should avoid creating their own confrontation simply to gather information for security. If a situation is already escalating, allow trained personnel to handle it according to the property’s de-escalation training and procedures.
Tell Security What Has Already Happened
When security arrives, they should not have to start from the beginning if the situation has already developed. Tell security staff a brief summary: what happened, where it happened, who is involved, what has been done, and current condition.
For example: “Two customers started arguing near the entrance about ten minutes ago. The argument became physical, and employees separated them. One person left through the front door, and the other is still inside near the customer service desk. No one has reported an injury.” That gives security a useful picture without overwhelming them.
Tell Security Where People Went
Situations can change quickly. A person who was involved in an argument may leave the original location before security arrives, so tell security staff where the person went if you know.
For example: “He left through the east entrance and walked toward the parking lot.” Or: “The group moved upstairs.” Or: “The employee involved is now in the back office.” This information can be especially important when security officers are responding from another part of the property, which is one reason larger properties often pair fixed posts with mobile patrol coverage.
Identify Potential Witnesses for Security
If several people witnessed the incident, tell security staff who they are. Witnesses may include employees, customers, managers, contractors, event staff, residents, and visitors.
If surveillance cameras are present, tell security where the cameras are located if you know. For example: “There is a camera above the entrance that should have captured the beginning of the argument.” This information can help security preserve and review available evidence according to company procedures — which is also why a periodic CCTV and surveillance assessment matters: it confirms the cameras covering high-traffic areas are actually pointed at the entrances, lobbies, and common spaces where these situations tend to start.
Give Security Information About the Property
It also helps to tell security staff about the property itself. Security staff should already be familiar with their assigned property, but managers and supervisors can provide information that may affect the response. Examples include the locations of emergency exits, areas that should remain restricted, employees who need assistance, areas containing sensitive equipment, access points that should be monitored, and locations of first-aid equipment and emergency contact information.
This information becomes especially important when a security officer is working a new location or responding to an unusual situation.
Tell Security About Previous Incidents
Tell security staff about previous incidents when the current situation involves someone who has previously caused problems, and provide that information when appropriate. For example: “This individual was involved in an incident here last week and was previously told not to return.” That may change how management and security approach the situation.
However, previous incidents should be reported accurately. Avoid statements such as: “He’s always causing trouble.” Instead, provide the known facts: “There was a previous incident involving this person on Tuesday. Management documented the incident and instructed the person not to return.” Facts are more useful than labels.
Don’t Give Security Unverified Rumors
Do not tell security staff unverified rumors during a rapidly developing incident. Information can spread quickly — one person says something happened, another person repeats it, and within minutes several different versions of the story are circulating.
Security personnel should be told when information is secondhand. For example: “I didn’t see it myself. An employee told me the person threatened someone.” That distinction matters. Security can investigate further without treating an unconfirmed statement as an established fact.
Keep It Short When You Tell Security Staff During an Active Incident
When a situation is unfolding, security staff generally need the most important information first. A long explanation can wait.
A useful emergency communication format is: Location — where is it happening? People — who is involved? Problem — what is happening? Injuries — is anyone hurt? Weapons — is there a reported or observed weapon? Movement — has anyone left or moved? Action — what has already been done?
For example: “Front entrance. Two males are arguing. One pushed an employee. No weapon seen. Employee is not seriously injured. One male left toward the parking lot. Manager is with the employee.” That is enough information for security to begin assessing the situation. Additional details can be provided afterward.
Don’t Crowd the Security Officer
When security arrives, several employees may want to tell security staff what happened at the same time. That can make communication harder.
Whenever possible, one manager or designated employee should provide the initial information while other witnesses remain available. This gives the security officer a clear starting point. A calm communication structure is particularly useful at large events, businesses with multiple departments, apartment complexes, and properties where several event security officers are working together.
Know When to Tell Security to Call Emergency Services
Private security personnel and employees should understand their roles. Security officers can provide an important layer of protection, observation, access control, and incident response, but they do not replace police, fire, or emergency medical services.
If a situation involves an immediate threat to life, serious injury, a suspected weapon, fire, or another emergency requiring public emergency response, the appropriate emergency services should be contacted according to the property’s emergency procedures. Security staff should be informed that emergency services have been contacted. For example: “Police have been called. The dispatcher was given the location and description of the individual.” This prevents unnecessary confusion and allows security personnel to prepare for arriving responders. OSHA’s Workplace Violence Prevention resources are a useful outside reference for building a communication plan before an incident happens.
After the Situation: Give Security the Full Picture
Once the immediate situation is under control, tell security staff the fuller picture so more information can be collected. This may include names of witnesses, names of employees involved, an approximate timeline, surveillance camera locations, photographs of property damage, statements from witnesses, a description of injuries, police incident information, and actions taken by management and security.
This information may be important when preparing an incident report. It can also help management identify whether changes are needed to the property’s security procedures.
Why Communication Is Part of Security
Security does not begin when an officer arrives at a disturbance. It begins with preparation. Employees should know how to contact security. Managers should know what information to provide. Security personnel should understand the property and its procedures. Everyone should know when a situation requires police, fire, or emergency medical assistance.
A security officer who receives accurate information can make a better-informed assessment of the situation. That does not mean every incident will have the same response — each situation is different. The goal is to give security personnel enough reliable information to understand what they are walking into. A security consulting review is often the fastest way to turn an informal, word-of-mouth understanding of what to report into an actual written communication plan.
A Simple Rule for What to Tell Security Staff
When an incident begins to escalate, remember five basic questions: where is it? Who is involved? What happened? Is anyone hurt or is there a weapon? What has already been done? Those five questions can provide security personnel with the information they need to begin responding. After that, additional details can be gathered and documented.
A security officer may be standing ten feet away from an incident and still not know how it started. An employee may have witnessed the argument. A manager may know that the individual was previously warned. A camera may have captured the incident. Putting those pieces together, and knowing what to tell security staff at each stage, is part of an effective security operation.
What This Looks Like for a Massachusetts Business
Hub Security and Investigative Group trains client staff on exactly what to tell security staff during an escalating incident as part of every guard and patrol engagement, for properties across Springfield, Lowell, and Quincy, among many other Massachusetts communities. For businesses, property managers, and event organizers, communication with security personnel should be part of the overall security plan — not something improvised after a problem begins.
Final Takeaway
Clear reporting, defined responsibilities, emergency procedures, and trained security personnel can help organizations respond in an organized manner when a routine situation begins to escalate. Knowing what to tell security staff, and telling them clearly, is one of the simplest and most effective things any employee can do.
By Derek Kreymer, Operations Manager