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 concept of 'saving face' in conflict resolution?
Answer: Allowing a person to comply with your request without feeling humiliated in front of others
Saving face means giving a person an opportunity to comply without feeling embarrassed or humiliated, particularly in front of others. This significantly increases the likelihood of voluntary compliance.
What is the 'stabilization phase' of conflict resolution?
Answer: The period after the immediate crisis is over where the guard ensures the situation remains calm and gathers information
After the immediate crisis is resolved, the stabilization phase involves ensuring the situation does not re-escalate, gathering information for reports, providing support to those affected, and arranging follow-up actions.
What is 'psychological noise' and how does it affect conflict resolution?
Answer: Internal distractions like stress, bias, fear, or anger that interfere with clear thinking and effective communication
Psychological noise includes internal factors like stress, prejudice, fear, and personal issues that prevent a security guard from thinking clearly and communicating effectively during conflict.
When a security guard cannot resolve a conflict through communication, what is the next appropriate step?
Answer: Call for supervisor or police assistance while continuing to maintain a safe position
If verbal de-escalation fails, the guard should call for backup from supervisors, additional guards, or police while maintaining a safe distance and continuing to monitor the situation.
What is the purpose of a 'post-incident analysis' after a conflict situation?
Answer: To review what happened, evaluate the response, identify lessons learned, and improve future performance
Post-incident analysis is a learning tool that helps security teams understand what happened, evaluate their response, identify what worked and what did not, and develop improved strategies for future incidents.
What is the difference between 'assertive' and 'aggressive' behaviour in conflict resolution?
Answer: Assertive behaviour firmly states your position while respecting others; aggressive behaviour seeks to dominate and disrespects others
Assertive behaviour communicates your needs and expectations clearly while respecting the other person. Aggressive behaviour involves intimidation, threats, and disregard for the other person's dignity.