Effective Communication 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 Effective Communication flashcards as text
How should a security guard communicate with a person who has a hearing impairment?
Answer: Face the person directly, speak clearly, use written communication or gestures, and be patient
Facing the person allows them to read lips if able. Speaking clearly (not shouting), using written notes or gestures, and being patient ensures effective communication with hearing-impaired individuals.
What is the primary purpose of a security guard's notebook?
Answer: To record detailed, chronological notes of events, observations, and actions that may be referenced later or used in legal proceedings
A security guard's notebook serves as a contemporaneous record of observations and events. These notes can be referenced when writing formal reports and may be admitted as evidence in court.
What does 'de-briefing' mean in security communication?
Answer: A structured review of an incident or shift to share information, identify lessons learned, and improve future performance
De-briefing is a structured communication process where team members review what happened during an incident or shift, share observations, and identify areas for improvement.
When communicating with emergency services (911), what information should a security guard provide first?
Answer: The nature of the emergency, exact location, number of people involved, and any immediate dangers
Emergency dispatchers need the nature and severity of the emergency, the exact location (including floor and room if applicable), number of casualties or people involved, and any ongoing threats.
What is 'selective attention' and how can it affect a security guard's communication?
Answer: The tendency to focus on certain information while ignoring other relevant details, which can lead to incomplete observations and reports
Selective attention is a cognitive bias where a person focuses on certain details while overlooking others. For security guards, this can result in incomplete observations and missing critical information.
Why should a security guard avoid making promises they cannot keep when communicating with the public?
Answer: Because unfulfilled promises erode trust, credibility, and the professional reputation of both the guard and their employer
Making promises that cannot be kept damages trust and credibility. A security guard should only commit to actions within their authority and capability, such as reporting an issue to the appropriate person.