Which of the following best describes a "de-escalation" technique?

A "de-escalation" technique is best described as calmly listening to the person's concerns. This approach focuses on reducing tension and confusion in a potentially volatile situation. By actively listening, a security guard can validate the emotions of the individual and create an environment conducive to communication. This technique fosters understanding and can lead to a more peaceful resolution, minimizing the need for confrontational tactics.

This method contrasts sharply with immediate confrontation or yelling, which typically escalates the situation rather than diffusing it. Ignoring a person's issues can also exacerbate their frustration and lead to further escalation. Therefore, the importance of calm listening in de-escalation lies in its effectiveness to engage with individuals constructively and help resolve conflicts peacefully.