BC Security Guard Licence Exam Prep · Question
A security guard is attempting to calm a frustrated patron who is upset about a policy. The patron is speaking loudly and using accusatory language. Which active listening technique is most appropriate for the guard to use initially?
Summarizing the patron's concerns, also known as paraphrasing, is a key active listening technique that shows the security guard is engaged and understands thei
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Question: A security guard is attempting to calm a frustrated patron who is upset about a policy. The patron is speaking loudly and using accusatory language. Which active listening technique is most appropriate for the guard to use initially?
Answer options:
- Interrupt the patron to correct factual inaccuracies in their statement. ✅ Summarize the patron's concerns in the guard's own words to confirm understanding.
- Explain the policy in greater detail to clarify why it is in place.
- Maintain silence and avoid eye contact to diffuse the tension.
Correct answer: Summarize the patron's concerns in the guard's own words to confirm understanding.
Explanation: Summarizing the patron's concerns, also known as paraphrasing, is a key active listening technique that shows the security guard is engaged and understands their perspective, which can validate their feelings and begin to de-escalate the situation.
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