5 Types of Conflict and How Security Guards Can Manage Them Effectively
An Essential Guide for Canadian Security Guards
Conflict is part of everyday life in private security. Whether you’re working in a shopping mall, hospital, residential building, industrial site, or office tower, you will encounter people who are frustrated, emotional, or in direct disagreement—sometimes with each other, and sometimes with you.
Experienced security professionals understand an important truth: not all conflict is the same. Recognizing the type of conflict you’re dealing with allows you to respond appropriately, apply the right de-escalation techniques, and reduce the risk of situations escalating into safety or legal issues.
Take the right conflict de-escalation training for Security Guards here.
This guide breaks down five common types of conflict faced by Canadian security guards, along with practical, real-world strategies you can apply on the job:
- Relationship-Based Conflict
- Data-Based Conflict
- Interest-Based Conflict
- Structural Conflict
- Values-Based Conflict
Mastering these concepts will strengthen your communication skills, improve decision-making, and help you operate more confidently and professionally.
Read deeper here on how to master communication techniques.
1. Relationship-Based Conflict
What It Is
Relationship-based conflict is driven by emotions, personal history, and interpersonal tension—not the immediate incident itself. Miscommunication, assumptions, and personality clashes often cause minor disagreements to escalate.
Why It Matters for Security Guards
Guards are frequently called into disputes involving:
- Employees or coworkers
- Tenants or residents
- Visitors or contractors
- Retail staff and management
In many cases, security becomes the target of someone’s frustration due to negative perceptions of authority or past interactions.
Example Scenario
Alex, a retail store manager, believes his assistant manager Jordan is lazy. Jordan believes Alex is aggressive and disrespectful. During patrol, you find them arguing loudly, with emotions escalating.
How Security Guards Should Respond
- Remain neutral—do not assign blame
- Use active listening and allow each party to speak
- Acknowledge emotions without validating behaviour
- Maintain calm, professional body language and tone
- Escalate to management when long-term resolution is required
Sample Dialogue:
“I can see this situation is frustrating for both of you. I’d like to understand what’s going on so we can calm things down.”
2. Data-Based Conflict
What It Is
Data-based conflict occurs when people disagree about facts—what happened, what was said, or how events are interpreted.
Why It Matters in Security Work
Security decisions rely heavily on:
- Observations
- Incident reports
- Witness statements
- CCTV footage
However, data is rarely perfect. Cameras have blind spots, memories fade, and people may unintentionally—or intentionally—provide inaccurate information.
Example Scenario
Lisa, a mall security guard, reports an increase in loitering. Her supervisor reviews camera footage and sees no clear change. Lisa insists her observations are accurate.
How to Manage Data-Based Conflict
- Stay objective and professional
- Cross-check multiple sources of information
- Ask clarifying questions rather than making assumptions
- Acknowledge the limitations of memory and technology
Practical Tip:
Information supported by multiple independent sources is usually more reliable than a single observation.
3. Interest-Based Conflict
What It Is
Interest-based conflict arises when people believe they are competing for limited resources such as space, time, access, or control.
Why It’s Common in Security
Guards frequently enforce rules related to:
- Access control
- Parking enforcement
- Line management
- Building or site policies
When people feel blocked from what they “need,” frustration often gets directed at security.
Example Scenario
Mike, a commercial building guard, enforces parking restrictions. Patients visiting an urgent care clinic frequently park illegally during emergencies, causing ongoing conflict.
How to Manage Interest-Based Conflict
- Identify what each party actually needs
- Look for shared goals or common ground
- Offer flexible, policy-compliant solutions
- Escalate when authority limits are reached
Practical Tip:
Whenever possible, offer alternatives. In this case, proposing short-term emergency parking helps meet both security and medical needs.
4. Structural Conflict
What It Is
Structural conflict is caused by systems, policies, or environmental factors—not individual behaviour. Security guards often become the visible enforcers of decisions they did not create.
Why It Matters
Common sources of structural conflict include:
- Metal detectors or bag checks
- Visitor sign-in procedures
- Long access lines
- Construction disruptions
- New workplace policies
Frustration with the system often gets directed at security staff.
Example Scenario
A corporate office introduces metal detectors, creating long entry lines. Employees become angry and direct their frustration at guards.
How Security Guards Can Respond
- Acknowledge the inconvenience
- Clearly explain your role and limitations
- Provide appropriate channels for feedback
- Suggest operational improvements to supervisors
Sample Language:
“I understand this is frustrating. This process was implemented by management for safety. I can direct you to the right department if you’d like to share feedback.”
5. Values-Based Conflict
What It Is
Values-based conflict involves deeply held beliefs related to culture, religion, ethics, or identity. These situations require extra care and professionalism.
Why It Matters in Canadian Security
Guards may be required to enforce policies that conflict with:
- Cultural norms
- Religious practices
- Personal boundaries
- Ethical beliefs
When someone feels their identity is being challenged, emotions can escalate quickly.
Example Scenario
An airport security officer asks a woman wearing a religious face covering to remove it for identification, creating tension between security requirements and cultural beliefs.
Best Practices for Managing Values-Based Conflict
- Show respect and avoid dismissive language
- Clearly explain the safety or legal reason for the rule
- Offer reasonable accommodations where possible
- Move sensitive discussions to private areas
Sample Dialogue:
“I understand your concern. For identification purposes, we need to verify everyone’s identity. If you prefer, we can do this privately with a female officer.”
Conclusion: Strong Conflict Management Builds Better Security Professionals
Conflict is unavoidable in private security—but escalation is not. By recognizing the type of conflict you’re facing, you can apply the right response, protect everyone involved, and reduce legal and safety risks.
Key Takeaways for Security Guards
- Stay calm and professional—your tone sets the stage
- Listen first; acknowledgment often defuses tension
- Match your strategy to the conflict type
- Know your authority and limits
- Use supervisors, management, or police support when needed
Conflict management and de-escalation are core security skills—and like any skill, they improve with training.
If you want to strengthen your communication, conflict resolution, and de-escalation abilities, visit SecurityGuardCourse.ca for industry-leading online training for security guards across Ontario, Alberta, Manitoba, and Canada.
Last Updated on Jan 2, 2026
