Ontario Security Guard Test Conflict Resolution 2 — Questions and Answers
Question 1: What are the three main styles of conflict resolution?
- Fight, argue, surrender
- Collaborative (win-win), competitive (win-lose), and accommodating (lose-win) (Correct answer)
- Ignore, escalate, arrest
- Report, record, review
Correct answer: Collaborative (win-win), competitive (win-lose), and accommodating (lose-win)
The three main conflict resolution styles are collaborative (seeking a solution that satisfies both parties), competitive (one party wins at the other's expense), and accommodating (one party gives in to the other).
Question 2: How should a security guard position themselves when dealing with an agitated individual?
- Directly in front of the person, arms crossed
- At a slight angle, maintaining a safe distance with hands visible and an escape route available (Correct answer)
- Behind the person where they cannot see you
- As close as possible to show you are not afraid
Correct answer: At a slight angle, maintaining a safe distance with hands visible and an escape route available
Standing at a slight angle is less confrontational than face-to-face. Maintaining safe distance, keeping hands visible (showing no threat), and having an escape route are essential safety practices.
Question 3: What is 'emotional intelligence' and why is it important for conflict resolution?
- An IQ test score
- The ability to recognize, understand, and manage your own emotions and those of others (Correct answer)
- The ability to memorize emotional responses
- A type of security clearance
Correct answer: The ability to recognize, understand, and manage your own emotions and those of others
Emotional intelligence enables security guards to recognize emotional cues, manage their own stress responses, empathize with others, and navigate conflict situations more effectively.
Question 4: When a security guard encounters a group of people arguing, what is the safest approach?
- Wade into the middle of the group immediately
- Observe from a safe distance, call for backup, and attempt to speak with individuals separately if safe to do so (Correct answer)
- Ignore the argument entirely
- Shout at the group to be quiet
Correct answer: Observe from a safe distance, call for backup, and attempt to speak with individuals separately if safe to do so
Safety is the priority. Observing first allows the guard to assess the threat level. Calling for backup provides additional resources, and separating individuals reduces group dynamics that fuel conflict.
Question 5: What does the acronym 'LEAPS' stand for in conflict resolution communication?
- Legal, Ethical, Administrative, Procedural, Safety
- Listen, Empathize, Ask, Paraphrase, Summarize (Correct answer)
- Look, Evaluate, Assess, Plan, Secure
- Locate, Engage, Approach, Pursue, Stop
Correct answer: Listen, Empathize, Ask, Paraphrase, Summarize
LEAPS is a communication model used in conflict resolution: Listen actively, Empathize with the person's feelings, Ask questions to gather information, Paraphrase to confirm understanding, and Summarize to agree on next steps.
Question 6: What is 'displacement' in the context of conflict behaviour?
- Moving furniture
- When a person redirects their anger from the original source to a safer target, such as the security guard (Correct answer)
- Evacuating people from a building
- Changing security posts
Correct answer: When a person redirects their anger from the original source to a safer target, such as the security guard
Displacement occurs when a person cannot direct their anger at the true source (e.g., a boss or family member) and instead targets someone perceived as safer, such as a security guard.
