Redefine the role of security guards as helping, resolving, teaching, and sharing, rather than commanding and enforcing. Turn Security Guards into Security Guides and the People's Ombudsman.
Security Guides play multiple roles in making a place meaningful. They help people in trouble who may be causing trouble, by engaging with them and helping them get the resources they need. They are a mediator between the customer, staff and management. They are aware, kind and helpful.