Lived Experiences of the Mall Security Personnel Handling Resistance

Abstract

Mall security staff are vital for ensuring safety and order by protecting people and property, handling emergencies, enforcing rules, assisting shoppers, and supporting the mall’s public image. This study, entitled Lived Experiences of Mall Security Personnel Handling Resistance, used a qualitative phenomenological research design. It involved 10 mall security personnel and employed semi-structured interviews analyzed through Moustakas’ thematic approach. Findings revealed five major themes: (1) maintaining emotional control and professionalism, (2) stress, fatigue, and emotional strain, (3) lack of training and institutional support, (4) developing personal resilience and a positive mindset, and (5) seeking support and relying on teamwork. The study concludes that emotional regulation, professionalism, and resilience, developed through training and institutional support, are essential soft skills for security guards to de-escalate tensions, uphold credibility, enhance performance, and ensure workplace safety. The study recommends that organizations provide comprehensive training, sustained institutional support, and wellness initiatives to strengthen security guards’ skills, resilience, and overall well-being, thereby enhancing conflict management and fostering a healthier organizational environment.