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Michael Rosen talks to security guard George Bass, the author of What The Bouncer Saw: Life on the Front Line of the Security Business. George says words and tone are his riot shield. He shares what he's learned about how to talk and joke people down from anti-social behaviour and also how to communicate in code on the radio.

Produced for BBC Audio Bristol by Beth O'Dea, in partnership with the Open University Subscribe to the Word of Mouth podcast and never miss an episode: https://www.bbc.co.uk/sounds/brand/b006qtnz