NZ Security Licence Conflict Management and Communication

Question 1

In NZ security work, what is the recommended first approach when dealing with an aggressive person?

Accepted Answer

Use calm, non-confrontational verbal communication to de-escalate the situation before considering physical intervention

Answer

Immediately physically restrain the person to prevent escalation

Answer

Match their aggression level to establish dominance

Answer

Ignore the person and hope they calm down on their own

Question 2

What is the LEAPS model used in NZ security conflict resolution?

Accepted Answer

Listen, Empathise, Ask, Paraphrase, Summarise — a communication framework for managing conflict

Answer

Look, Evaluate, Approach, Pursue, Secure — a tactical response model

Answer

Legal, Ethical, Appropriate, Professional, Safe — a decision-making checklist

Answer

Lock, Evacuate, Alert, Protect, Survive — an emergency response protocol

Question 3

In NZ security practice, what body language should be avoided when dealing with an agitated person?

Accepted Answer

Crossed arms, pointing fingers, hands on hips, standing too close, and direct staring — these can be perceived as aggressive or confrontational

Answer

Smiling and making eye contact

Answer

Standing at an angle to the person

Answer

Keeping hands visible and open

Question 4

Under NZ security guidelines, what is the correct approach to managing a person affected by alcohol?

Accepted Answer

Speak simply and clearly, be patient, avoid arguing, maintain a safe distance, and be prepared for unpredictable behaviour

Answer

Use complex reasoning to convince them to cooperate

Answer

Restrain them immediately as they are a danger to themselves

Answer

Shout commands to ensure they hear and understand you

Question 5

What is the security guard's role in managing a mental health crisis in NZ?

Accepted Answer

Ensure the person's safety and others' safety, remain calm and empathetic, avoid physical restraint unless life is at risk, and call emergency services (111)

Answer

Diagnose the mental health condition and provide treatment

Answer

Physically restrain the person and wait for family to collect them

Answer

Tell the person to calm down and threaten consequences

Question 6

In NZ, what is the recommended approach when a security guard needs to refuse someone entry to a venue?

Accepted Answer

Be polite but firm, explain the reason clearly, remain professional, and avoid personal comments or discrimination

Answer

Simply block the entrance without explanation

Answer

Use physical intimidation to discourage entry

Answer

Tell them to come back tomorrow without giving a reason