Conflict Resolution Flashcards
6 cards from real Ontario Security Guard Test practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Conflict Resolution flashcards as text
What are the three main styles of conflict resolution?
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).
How should a security guard position themselves when dealing with an agitated individual?
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.
What is 'emotional intelligence' and why is it important for conflict resolution?
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.
When a security guard encounters a group of people arguing, what is the safest approach?
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.
What does the acronym 'LEAPS' stand for in conflict resolution communication?
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.
What is 'displacement' in the context of conflict behaviour?
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.