Crowd management

The course gives security staff the conceptual and practical tools to observe, interpret and manage people's behaviour in crowded settings.

A certificate of attendance is issued.

• Crowd psychology: characteristics, how crowds develop and levels of risk (passive, active and critical crowds)
• Emotional contagion and the loss of individual rationality in mass settings
• Recognising early warning signs of danger: rising ambient noise, shrinking personal space, simultaneous mass movements
• Verbal de-escalation techniques: directive communication, offering alternatives, managing dialogue with the crowd
• Channelling crowd flows: preventing blockages, bottlenecks and critical overcrowding
• Posture, visibility and positioning of staff as tools for projecting calm

To acquire and develop the ability to recognise signs of escalation before an ordinary situation becomes critical, and to intervene with operational techniques aimed at controlling crowd flows and de-escalation.