A traveller arrives at a primary inspection line and appears agitated, speaking loudly in a language you do not understand. They hand you a passport and point frantically at a small child accompanying them. What is your MOST appropriate immediate action?

Question: A traveller arrives at a primary inspection line and appears agitated, speaking loudly in a language you do not understand. They hand you a passport and point frantically at a small child accompanying them. What is your MOST appropriate immediate action?

Answer options: ✅ Attempt to de-escalate the situation using basic non-verbal cues and call for a supervisor or a language-enabled officer.

• Direct the traveller to a secondary inspection area immediately for further questioning.
• Insist the traveller speak in English or French to facilitate the inspection.
• Process the passport quickly to minimize the interaction and move on to the next traveller.

Correct answer: Attempt to de-escalate the situation using basic non-verbal cues and call for a supervisor or a language-enabled officer.

Explanation: In a situation with an agitated traveller and a language barrier, de-escalation and seeking appropriate support (supervisor, language assistance) is paramount to maintain control and ensure an effective, safe inspection. Escalation or simply rushing through the process can lead to miscommunication and potential safety issues.