Ontario Security Guard Test Conflict Resolution 2

Question 1

What are the three main styles of conflict resolution?

Accepted Answer

Collaborative (win-win), competitive (win-lose), and accommodating (lose-win)

Answer

Fight, argue, surrender

Answer

Ignore, escalate, arrest

Answer

Report, record, review

Question 2

How should a security guard position themselves when dealing with an agitated individual?

Accepted Answer

At a slight angle, maintaining a safe distance with hands visible and an escape route available

Answer

Directly in front of the person, arms crossed

Answer

Behind the person where they cannot see you

Answer

As close as possible to show you are not afraid

Question 3

What is 'emotional intelligence' and why is it important for conflict resolution?

Accepted Answer

The ability to recognize, understand, and manage your own emotions and those of others

Answer

An IQ test score

Answer

The ability to memorize emotional responses

Answer

A type of security clearance

Question 4

When a security guard encounters a group of people arguing, what is the safest approach?

Accepted Answer

Observe from a safe distance, call for backup, and attempt to speak with individuals separately if safe to do so

Answer

Wade into the middle of the group immediately

Answer

Ignore the argument entirely

Answer

Shout at the group to be quiet

Question 5

What does the acronym 'LEAPS' stand for in conflict resolution communication?

Accepted Answer

Listen, Empathize, Ask, Paraphrase, Summarize

Answer

Legal, Ethical, Administrative, Procedural, Safety

Answer

Look, Evaluate, Assess, Plan, Secure

Answer

Locate, Engage, Approach, Pursue, Stop

Question 6

What is 'displacement' in the context of conflict behaviour?

Accepted Answer

When a person redirects their anger from the original source to a safer target, such as the security guard

Answer

Moving furniture

Answer

Evacuating people from a building

Answer

Changing security posts