Embracing Diversity – Customer Service and De-escalation Best Practices for Security Professionals

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Webinar On-Demand
Sponsored by G4S
Presented by Jim Sawyer

Learning Objectives:

  1. Explore the global history and the impacts of racism.
  2. Identify 15 verbal interventions and 10 non-verbal strategies for when you are in an escalated or sensitive situation.
  3. Determine the critical importance of follow-up and event resolution.
  4. Discuss strategies to make the security team an organizational leader, teacher and advocate for issues related to diversity.


Participants completing this course may be eligible to receive Continuing Professional Education credit or CPEs toward ASIS re-certification.
This test is no longer available for credit

How can you and your security team turn conflict and confrontations into an environment of cooperation and trust? The issues of diversity, ethnicity and cultural awareness and respect have never been more important than ever. Security officers are increasingly intervening and mitigating potentially violent situations that involve diversity, race and cultural awareness. Learn the best practices and skills to ensure that your team and enterprise offer a safe work environment that also emphasizes diversity, racial and cultural understanding.

Jim Sawyer is Director of Security Services for Seattle Children’s Hospital, a position that he has held since 1975. He is a crime prevention instructor, and has been recognized by the Washington State Crime Prevention Association as Non Law Enforcement Program of the Year, President’s Award for Crime Prevention Education, Crime Prevention Practitioner of the Year, Non Law Enforcement Crime Prevention Business of the Year and Life Time Achievement Award of the Year.


G4S G4S believes in a security principle that puts your interests first. Our risk-based approach designs a program customized for your needs, using the latest innovations in technology. We back your program with the world’s most tenacious guard force. Our integrated security solutions help you mitigate risk, reduce costs and increase compliance.
Originally published in December 2020