Title

CHALLENGES ENCOUNTERED AND COPING MECHANISMS OF THE MALL SECURITY PERSONNEL HANDLING RESISTANCE

Author(s)

DETALLA, SHINE GRACE O.

MURALLON, ANDRE REN C

JIMENEZ, JAY A.

PANIMDIM, KYLE MAE B.

Affiliation

MISAMIS UNIVERSITY

Degree Program

Bachelor of Science In Criminology

Contributor

CANAPE, BERNAFLOR B. - ADVISER

DANIEL, EDMAR R. - PANEL MEMBER

ALLANIC, ELMIE A. - PANEL MEMBER

CUEVAS, JOSE JR. F - CHAIRMAN

ORONG, MARKDY Y - INSTRUCTOR

Year

2026

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 challenges encountered and coping mechanisms of the mall security personnel handling resistance. Explore the challenges encountered by mall security personnel in handling resistance from individuals within the mall setting. Identify the coping strategies and conflict management techniques employed by security personnel during encounters of resistance. Using a qualitative phenomenological research design, the study involved 10 mall security personnel and employed semi-structured interviews analyzed through Moustakas thematic approach. Findings revealed four major themes: (1) stress, fatigue, and emotional strain (2) lack of training and institutional support (3) developing personal resilience and positive mindset (4) seeking support and relying on teamwork. The study conclude that personal resilience, teamwork, and a positive mindset strengthened through adequate training and institutional support are essential soft skills that enable mall security personnel to manage customer resistance, regulate emotional and psychological strain, maintain professionalism, and effectively balance rule enforcement with public and workplace safety. The study may recommend 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.

Keywords

mall security, resistance, safety, security personnel, shop-lifting