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 'principle of minimal force' in conflict resolution?
Answer: Use the least amount of force necessary to resolve the situation safely
The principle of minimal force requires that security guards use only the least amount of force necessary to achieve a lawful objective. Excessive force can result in criminal charges and civil liability.
How does understanding 'Maslow's hierarchy of needs' help in conflict resolution?
Answer: Understanding that unmet basic needs (safety, belonging, respect) often drive conflict behaviour helps guards address root causes
Many conflicts arise from unmet needs — feeling unsafe, feeling disrespected, or feeling excluded. Recognizing which need is unmet helps the guard address the real issue behind the conflict.
What is 'transference' in the context of security guard conflict situations?
Answer: When a person projects feelings they have about someone else onto the security guard, treating them as if they were that other person
Transference occurs when someone unconsciously projects feelings about authority figures (parents, teachers, police) onto the security guard. The guard may be treated with hostility that is not actually directed at them personally.
What is the importance of 'documentation' after a conflict resolution?
Answer: Thorough documentation protects the guard legally, helps identify patterns, and provides evidence if the matter goes to court
Every conflict should be documented, regardless of severity. Documentation provides legal protection for the guard, helps identify recurring problems, supports training, and serves as evidence in legal proceedings.
How can a security guard use 'redirection' as a conflict resolution technique?
Answer: By shifting the focus of the conversation away from the point of conflict to a more constructive topic or solution
Redirection involves shifting the person's attention from what is causing their anger to a more constructive topic, such as how the problem can be resolved. This interrupts the escalation cycle.
What is the 'win-win' approach to conflict resolution?
Answer: Finding a resolution where both parties feel their core needs have been addressed, even if compromises are made
A win-win resolution addresses the core needs of both parties, even though neither may get everything they want. This approach leads to more lasting resolutions and better relationships.