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 'reactance' in conflict situations?
Answer: The natural human tendency to resist and rebel when they feel their freedom or choices are being restricted
Reactance is a psychological phenomenon where people push back harder when they feel their options are being limited. Security guards can reduce reactance by offering choices rather than issuing ultimatums.
How should a security guard handle a situation where they feel personally insulted during a conflict?
Answer: Maintain professional composure, recognize that insults are often a tactic, and continue focusing on resolving the situation
Maintaining composure when insulted is a critical professional skill. Personal insults are often used to provoke a reaction or gain an advantage. The guard should remain focused on the task at hand.
What is 'containment' as a conflict resolution strategy?
Answer: Limiting the spread of a conflict by isolating it to a specific area or between specific individuals
Containment involves preventing a conflict from spreading — keeping uninvolved parties away, isolating the affected area, and preventing the situation from escalating to involve more people or more space.
What role does 'active listening' play in de-escalation?
Answer: It makes the agitated person feel heard and valued, which reduces their emotional intensity
Active listening is one of the most powerful de-escalation tools. When people feel genuinely heard, their emotional intensity typically decreases because their primary need — to be understood — is being met.
When is it appropriate for a security guard to disengage from a conflict?
Answer: When the situation poses an unacceptable risk to safety and no immediate lives are at stake
Disengagement is appropriate when continuing to engage would put the guard or others at unacceptable risk, and no one is in immediate danger. Safety always takes priority over resolving every conflict.
What is the impact of 'crowd dynamics' on conflict situations?
Answer: Crowds can amplify conflict through anonymity, emotional contagion, and social pressure, making situations harder to control
Crowds can intensify conflicts through the anonymity effect (people feel less accountable), emotional contagion (emotions spread rapidly), and peer pressure. Managing crowd dynamics is essential for conflict control.