Ontario Security Guard Test Conflict Resolution 3

Question 1

What is the 'crisis intervention model' used by security guards?

Accepted Answer

A structured approach to managing a person in crisis through assessment, rapport-building, problem-solving, and resolution

Answer

A physical self-defence system

Answer

A first aid protocol

Answer

A building evacuation procedure

Question 2

What are 'pre-incident indicators' that a security guard should watch for?

Accepted Answer

Warning signs such as pacing, clenched fists, raised voice, and target glancing

Answer

Good manners and calm behaviour

Answer

Wearing certain colours of clothing

Answer

Carrying a shopping bag

Question 3

What is the role of 'time' in conflict resolution?

Accepted Answer

Time is generally an ally — allowing emotions to cool and creating space for rational thinking

Answer

Time is always working against the security guard

Answer

Time has no role in conflict resolution

Answer

Guards should always resolve conflicts as quickly as possible

Question 4

When two security guards respond to a conflict, how should they coordinate?

Accepted Answer

One should take the lead in communication while the other provides support, watches for threats, and covers escape routes

Answer

Both should talk to the same person simultaneously

Answer

They should split up and handle separate situations

Answer

They should let the most experienced guard handle it alone

Question 5

What is the 'perception gap' in conflict situations?

Accepted Answer

The difference between how each party perceives the same situation, often leading to misunderstanding

Answer

The distance between two security cameras

Answer

A gap in the security fence

Answer

The time delay in radio communication

Question 6

How should a security guard handle a conflict involving a person with a mental health crisis?

Accepted Answer

Use a calm, non-threatening approach, avoid sudden movements, speak simply, and request specialized assistance if available

Answer

Treat them exactly like any other conflict

Answer

Ignore the mental health aspect completely

Answer

Immediately restrain them for their own safety