Ontario Security Guard Test Effective Communication 4 — Questions and Answers
Question 1: What should a security guard include when describing a suspect in a radio communication?
- Only their name if known
- Physical description including height, build, clothing, direction of travel, and distinguishing features (Correct answer)
- Just their gender and approximate age
- Only what they were doing
Correct answer: Physical description including height, build, clothing, direction of travel, and distinguishing features
A complete suspect description should include gender, approximate age, height, build, hair colour, clothing (top to bottom), direction of travel, and any distinguishing features like tattoos or scars.
Question 2: When testifying in court as a security guard, which communication principle is most important?
- Using technical security jargon
- Speaking clearly, honestly, and only to facts you personally observed (Correct answer)
- Providing as much opinion as possible
- Agreeing with whatever the lawyer suggests
Correct answer: Speaking clearly, honestly, and only to facts you personally observed
When testifying, security guards should speak clearly, stick to facts they personally observed, be honest, and avoid speculation or opinions. Credibility depends on accuracy and honesty.
Question 3: What is the 'broken record' technique in security communication?
- Playing recorded messages over a PA system
- Calmly and firmly repeating the same clear message or instruction until compliance is achieved (Correct answer)
- Pretending not to hear what someone is saying
- Changing your message repeatedly to confuse someone
Correct answer: Calmly and firmly repeating the same clear message or instruction until compliance is achieved
The broken record technique involves calmly repeating the same clear, simple instruction without being drawn into arguments or side discussions. It maintains focus on the desired outcome.
Question 4: What communication technique should a security guard use when dealing with an angry person?
- Match their anger level to show you are serious
- Use a calm, low tone of voice, acknowledge their frustration, and provide clear options (Correct answer)
- Immediately threaten to call police
- Turn your back and walk away
Correct answer: Use a calm, low tone of voice, acknowledge their frustration, and provide clear options
Using a calm, low tone helps reduce tension. Acknowledging the person's frustration validates their feelings, and providing clear options gives them a sense of control, aiding de-escalation.
Question 5: Why is it important for security guards to avoid using slang or jargon when communicating with the public?
- Slang is illegal in Ontario
- Slang and jargon may not be understood by everyone and can cause confusion or misinterpretation (Correct answer)
- There is no reason to avoid slang
- Slang is only inappropriate in written reports
Correct answer: Slang and jargon may not be understood by everyone and can cause confusion or misinterpretation
Using clear, plain language ensures that your message is understood by people of all backgrounds. Slang and jargon can create barriers to communication and lead to misunderstandings.
Question 6: What is the appropriate way for a security guard to handle a phone call reporting a security concern?
- Put the caller on hold indefinitely
- Listen carefully, take notes, ask clarifying questions, and provide the caller with a reference number or follow-up plan (Correct answer)
- Tell the caller to call police instead
- Dismiss the concern if it sounds minor
Correct answer: Listen carefully, take notes, ask clarifying questions, and provide the caller with a reference number or follow-up plan
Professional phone communication requires active listening, note-taking, asking clarifying questions to get complete information, and providing the caller with confirmation that their concern will be addressed.
Ontario Security Guard Test Effective Communication 4
What should a security guard include when describing a suspect in a radio communication?