In Ontario, avoid using physical force unnecessarily and rely on calm communication to regain crowd control.

Crowds can be unpredictable. A spill of energy, a shout, a sudden surge—things can flip in a heartbeat. For security teams in Ontario, the goal isn’t to win a battle but to protect people, calm nerves, and restore order as smoothly as possible. The key is to stay composed, read the room, and act with precision. In that light, there’s a simple, hard truth: some actions will make things worse. Let me explain why one common impulse is something to avoid at all costs.

What not to do: the one action to completely avoid

When the going gets tense, it’s tempting to think the quickest fix is to push back harder. But in crowd situations, force is a line you want to stay away from unless there’s no alternative to prevent imminent harm. The option to avoid is “Using physical force unnecessarily.” It sounds obvious, and yet it’s the trigger that can turbocharge fear, anger, and resistance. Here’s the thing: force often undermines trust in those who are supposed to keep people safe. It can turn a manageable moment into chaos, drawing in more bystanders and complicating evacuation routes or access to exits. For security teams, that kind of escalation affects not just the crowd but the officers on the ground too.

Why this particular choice matters in real life

Think of a crowded venue, a street festival, or a transit hub. People are reacting—some out of concern, some out of frustration, others because they’re caught in the heat of the moment. When force is used unnecessarily, two bad things happen at once. First, fear spikes. People retreat, freeze, or lash out, and the crowd loses its coherence. Second, authority gets questioned. If the crowd sees security personnel using more force than the situation warrants, belief in safety management erodes. Even if the officers have good intentions, the optics matter. The goal isn’t to teach the crowd a lesson with power; it’s to guide them toward safety with calm, clear communication.

Now, what should you do instead? There are solid, effective routes that align with safety, legality, and practical outcomes.

The four approaches that actually work (in practice)

• Communicate calmly and clearly

Here’s the thing about people under pressure: they respond to tone before content. A steady voice, measured pace, and simple instructions can do more than a shouted order. When a crowd hears a calm briefing, it signals safety, credibility, and competence. It also buys time to assess the situation, identify risks, and set up safe corridors. Quick, concise messages like “Please move to the side,” or “Use the main exit in an orderly fashion,” can guide behavior without provoking resistance. The key is consistency—everyone on the team needs to deliver the same message so people aren’t left guessing what comes next.

• Identify influencers or ringleaders

In many crowds, there’s a person or group whose actions ripple through the rest. Recognizing who’s shaping the rhythm of the scene allows you to tailor your approach. Engaging a calm, authoritative figure—whether directly or through a liaison—can redirect energy more effectively than trying to address a dozen scattered voices. It’s not about labeling someone as “the troublemaker,” but about understanding social dynamics and using that insight to restore order with fewer confrontations.

• Make a public address when appropriate

Public addressing can act like a conductor’s baton, guiding the crowd toward safety and organization. A well-timed announcement that explains the current status, the safe routes, and the reasons for a pause can reduce guesswork and ramped-up emotions. The trick is to keep it short, respectful, and action-oriented. This isn’t a speech; it’s a directional cue that helps hundreds of people align their next steps with the plan.

• Implement a practical, coordinated plan

Behind the scenes, good crowd management is a symphony of teamwork. Barriers, stanchions, and clear signage, paired with radios and a defined chain of command, keep people moving in a controlled way. It’s about moving from reaction to response: anticipate pinch points, redirect foot traffic, open secondary exits if needed, and keep sightlines open so no one feels boxed in. When the team acts like a single, well-rehearsed unit, the situation calms because people understand what to do next.

The concrete rules that guide Ontario security work

Ontario’s security professionals operate within a framework designed to protect people and property while preserving rights and safety. Training emphasizes de-escalation, situational awareness, and the minimum force necessary to prevent harm. The message isn’t “win at all costs” but rather “keep people safe, keep lines of retreat open, and communicate.” In practice, that means:

• Nonviolent approaches come first. Verbal de-escalation, listening to concerns, and offering alternatives are standard tools.

• Use of force is a last resort and must be proportionate to the risk. Escalation should be deliberate, measured, and well-documented.

• Clear communication and coordination save time and reduce risk. A unified plan with visible leadership helps the crowd respond predictably.

If you’re curious about how this plays out on the ground, imagine a festival gate that suddenly sees a rush toward a single exit. The team’s first step is to calm the area with a calm voice and hold a steady line of sight to prevent crushing or trampling. Next, they might identify a trusted spokesperson among staff or volunteers to help relay instructions. Then they’d issue a short, direct announcement about the safe path to exits, while security staff guide people to designated egress routes. If the crowd remains unsettled, they adapt—altering barrier placements, opening alternate exits, and coordinating with event staff to stagger entry or movement until the situation stabilizes. It’s a practical choreography, not a dramatic stunt.

Common missteps that we should avoid

• Relying on intimidation or brute force

• Making orders without providing a rationale or alternatives

• Ignoring the flow of foot traffic and crowd psychology

• Neglecting exit routes or crowd density in the plan

• Isolating or siloing communication, which creates confusion

• Failing to debrief and learn from the incident to improve future responses

Those missteps aren’t just theoretical—they’re pitfalls that future incidents teach you to avoid. The best teams learn from each event, adjusting tactics, drills, and communications to tighten the loop between observation, decision, and action.

Practical tips you can use in the field

• Train your voice. A calm, confident tone travels farther than you might expect. Practice short, directive phrases that cut through noise.

• Stand with space to retreat. Maintain a stance that lets you step back if someone charges forward. A safe perimeter reduces the chance of being overwhelmed.

• Keep exits and access points unobstructed. People want a clear way out; blocked doors create panic and bottlenecks.

• Use nonverbal cues. Eye contact, open palms, and deliberate, measured movements convey control without escalating tension.

• Communicate with your team. Radios, hand signals, and agreed signals streamline your response and keep everyone aligned.

A quick analogy to keep in mind

Think of crowd control like directing traffic at a busy intersection during a storm. You don’t shout at drivers to stop; you guide them with signs, signals, and calm instructions. If a car tries to push its way through, you don’t push back harder—you adjust the flow, open alternate lanes, and ensure pedestrians aren’t squeezed into danger. The result is a safer, smoother flow for everyone.

What this means for students and future professionals

If you’re stepping into roles where crowd management is part of the job, you’ll notice a few consistent threads:

• De-escalation skills are your best friends. The ability to listen, reflect, and propose safe options often matters more than any physical action.

• Knowledge of local rules matters. Ontario regulations frame what you can and cannot do, especially when it comes to use of force and safety procedures.

• Prepared teams outperform lone heroes. A well-coordinated unit with clear roles reduces chaos and increases safety.

A closing thought

Crowd dynamics can be messy, but they’re also teachable. The right approach isn’t flashy; it’s careful, patient, and human. By prioritizing calm communication, a keen sense of social cues, and a practical plan, you protect people and help communities feel safer in the moment. And that, more than anything, is the heart of professional security work in Ontario: keeping the public safe while earning their trust, one calm conversation at a time.

If you’re reflecting on how this translates into real-world readiness, consider the last time you witnessed a tense moment in public. What helped you feel secure? Was it a clear instruction, a visible plan, or a reassuring presence? In most cases, it’s a blend—consistent guidance, humane handling, and a steady hand. That blend is what keeps crowds moving toward safety rather than spiraling into chaos. And that, in the end, is the measure of effective security practice on the ground.