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 is the 'crisis intervention model' used by security guards?
Answer: A structured approach to managing a person in crisis through assessment, rapport-building, problem-solving, and resolution
The crisis intervention model provides a systematic approach: assess the person's emotional and physical state, build rapport through communication, identify the problem, and work toward resolution or appropriate referral.
What are 'pre-incident indicators' that a security guard should watch for?
Answer: Warning signs such as pacing, clenched fists, raised voice, and target glancing
Pre-incident indicators include body language such as pacing, clenched fists, pointing fingers, raised voice, heavy breathing, and target glancing — behaviours that suggest an escalation toward violence.
What is the role of 'time' in conflict resolution?
Answer: Time is generally an ally — allowing emotions to cool and creating space for rational thinking
In most situations (where no one is in immediate danger), time works in the security guard's favour. It allows emotions to cool, adrenaline to subside, and creates opportunities for rational discussion.
When two security guards respond to a conflict, how should they coordinate?
Answer: One should take the lead in communication while the other provides support, watches for threats, and covers escape routes
Coordination is essential. One guard leads the verbal interaction while the other observes the overall scene, watches for additional threats, and is ready to provide backup if the situation escalates.
What is the 'perception gap' in conflict situations?
Answer: The difference between how each party perceives the same situation, often leading to misunderstanding
The perception gap occurs when different parties interpret the same event differently based on their perspectives, experiences, and biases. Understanding this helps security guards mediate more effectively.
How should a security guard handle a conflict involving a person with a mental health crisis?
Answer: Use a calm, non-threatening approach, avoid sudden movements, speak simply, and request specialized assistance if available
Mental health crises require a modified approach: calm demeanor, simple language, no sudden movements, maintaining safe distance, and calling for specialized crisis intervention resources when possible.