Ontario Security Guard Test Conflict Resolution 4

Question 1

What is the concept of 'saving face' in conflict resolution?

Accepted Answer

Allowing a person to comply with your request without feeling humiliated in front of others

Answer

Wearing protective face gear

Answer

Saving photographs of suspects

Answer

A facial recognition technique

Question 2

What is the 'stabilization phase' of conflict resolution?

Accepted Answer

The period after the immediate crisis is over where the guard ensures the situation remains calm and gathers information

Answer

The point where you call for medical assistance

Answer

The first moment of contact

Answer

The report-writing phase

Question 3

What is 'psychological noise' and how does it affect conflict resolution?

Accepted Answer

Internal distractions like stress, bias, fear, or anger that interfere with clear thinking and effective communication

Answer

Loud music that causes stress

Answer

A technique for intimidating suspects

Answer

Noise from security equipment

Question 4

When a security guard cannot resolve a conflict through communication, what is the next appropriate step?

Accepted Answer

Call for supervisor or police assistance while continuing to maintain a safe position

Answer

Immediately use physical force

Answer

Walk away and ignore the situation

Answer

Threaten the individuals with legal action

Question 5

What is the purpose of a 'post-incident analysis' after a conflict situation?

Accepted Answer

To review what happened, evaluate the response, identify lessons learned, and improve future performance

Answer

To assign blame to the parties involved

Answer

To create evidence for prosecution

Answer

To file insurance claims

Question 6

What is the difference between 'assertive' and 'aggressive' behaviour in conflict resolution?

Accepted Answer

Assertive behaviour firmly states your position while respecting others; aggressive behaviour seeks to dominate and disrespects others

Answer

They are the same thing

Answer

Aggressive behaviour is always more effective

Answer

Assertive behaviour means being passive