Ontario Security Guard Licence Exam Prep · Question
A security guard is communicating with an individual who is becoming increasingly agitated and verbally abusive. Which de-escalation technique should the guard prioritize to reduce tension?
Maintaining a calm and empathetic tone, along with active listening and non-confrontational body language, are key de-escalation techniques designed to prevent
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Question: A security guard is communicating with an individual who is becoming increasingly agitated and verbally abusive. Which de-escalation technique should the guard prioritize to reduce tension?
Answer options: ✅ Maintaining a calm and empathetic tone of voice, even if the individual isn't.
- Demanding the individual explain their reasons for being upset.
- Matching the individual's level of aggression to show authority.
- Directing the individual to a secluded area to confront them without witnesses.
Correct answer: Maintaining a calm and empathetic tone of voice, even if the individual isn't.
Explanation: Maintaining a calm and empathetic tone, along with active listening and non-confrontational body language, are key de-escalation techniques designed to prevent escalation and build rapport, even during difficult interactions.
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