Which of the following actions is a recommended strategy for defusing emotional or hostile situations?

Maintaining a calm demeanor is fundamental in defusing emotional or hostile situations because it sets the tone for the interaction. When a security officer remains calm, it can help to reduce tension and prevent the escalation of conflict. A calm presence is often reassuring to those involved and can facilitate communication. It demonstrates control and professionalism, which can encourage others to mirror that calmness.

In tense situations, showing aggression, issuing threats, or engaging in an ego contest can provoke further conflict and escalate emotions, making the situation more volatile. By maintaining a calm demeanor, an officer is more likely to de-escalate the environment and work towards a peaceful resolution.