Ontario Security Guard Licence Exam Prep · Question
A security guard is mediating a conflict between two employees regarding a disputed parking spot. One employee becomes visibly agitated and starts raising their voice. What is the most effective de-escalation technique for the guard to employ?
When de-escalating, it's crucial to remain calm and neutral, acknowledging the person's feelings ('I understand you're frustrated') without validating aggressiv
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Question: A security guard is mediating a conflict between two employees regarding a disputed parking spot. One employee becomes visibly agitated and starts raising their voice. What is the most effective de-escalation technique for the guard to employ?
Answer options:
- Threaten to report the agitated employee for their behaviour.
- Mirror the employee's tone to show empathy and understanding.
- Shift focus to the parking policy and reiterate its rules firmly. ✅ Maintain a calm, neutral posture and tone, acknowledging their feelings without validating the aggression.
Correct answer: Maintain a calm, neutral posture and tone, acknowledging their feelings without validating the aggression.
Explanation: When de-escalating, it's crucial to remain calm and neutral, acknowledging the person's feelings ('I understand you're frustrated') without validating aggressive behaviour, which helps diffuse tension.
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Question explanations
- Under the Private Security and Investigative Services Act, 2005 (PSISA), who is responsible for granting, susp
- Which of the following activities falls within the scope of security guard duties as defined by the PSISA?
- According to the PSISA regulation for uniforms, what is a mandatory characteristic of a security guard's unifo
- A licensed security guard is found to have used profanity and aggressive language towards a member of the publ
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