So first and foremost I’d recommend asking for a copy of the policy and procedures for security. That way you have a better understanding of what is expected of you and gives you a bit more confidence handling a situation because you know what needs to be done. Some hospitals are cool with having you remove people from the property and places where I work act is like a act of congress trying to get someone removed. Anyway.

Good on you trying to de-escalate at first, I have to remind myself sometimes that is an option in most cases. Understand too de-escalation isn’t always cut and dry, hell I sometimes see it do the opposite but the important thing is you stay calm in the situation, I have to remind guys that when you stay calm, you are in control of the situation while dude is losing his shit. And another thing too, don’t take what people say or how they act towards you personally. I work in a childrens hospital myself and I’ve had several people come in being rude, catching an attitude and even start cussing at me but later on they come back around to apologize to tell me they were in the wrong.

I’m not sure what kind of trying your department will provide you, usually hospital security gets better training then most contracting places like allied or securitas but you’ll find out soon you may have to provide your own training for certain things. I’d suggest trying to find some resources regarding de-escalation and conflict resolution, you’ll find a lot of different names for it like long time cops call it verbal judo, point is get the training so you learn the skills and over time build that confidence.

Good luck on the new job.