Ontario Security Guard Test Conflict Resolution 2

Question 1

What are the three main styles of conflict resolution?

Accepted Answer

Collaborative (win-win), competitive (win-lose), and accommodating (lose-win)

Answer

The three main conflict resolution styles are collaborative (seeking a solution that satisfies both parties), competitive (one party wins at the other's expense), and accommodating (one party gives in to the other).

Question 2

How should a security guard position themselves when dealing with an agitated individual?

Accepted Answer

At a slight angle, maintaining a safe distance with hands visible and an escape route available

Answer

Standing at a slight angle is less confrontational than face-to-face. Maintaining safe distance, keeping hands visible (showing no threat), and having an escape route are essential safety practices.

Question 3

What is 'emotional intelligence' and why is it important for conflict resolution?

Accepted Answer

The ability to recognize, understand, and manage your own emotions and those of others

Answer

Emotional intelligence enables security guards to recognize emotional cues, manage their own stress responses, empathize with others, and navigate conflict situations more effectively.

Question 4

When a security guard encounters a group of people arguing, what is the safest approach?

Accepted Answer

Observe from a safe distance, call for backup, and attempt to speak with individuals separately if safe to do so

Answer

Safety is the priority. Observing first allows the guard to assess the threat level. Calling for backup provides additional resources, and separating individuals reduces group dynamics that fuel conflict.

Question 5

What does the acronym 'LEAPS' stand for in conflict resolution communication?

Accepted Answer

Listen, Empathize, Ask, Paraphrase, Summarize

Answer

LEAPS is a communication model used in conflict resolution: Listen actively, Empathize with the person's feelings, Ask questions to gather information, Paraphrase to confirm understanding, and Summarize to agree on next steps.

Ontario Security Guard Practice Test

Ontario Security Guard Practice Test

Ontario Security Guard Test Conflict Resolution 2