1. A customer is angry because they feel that they have been misunderstood.
How should a security operative defuse this conflict situation?

2. When dealing with a conflict situation, which of these is a reason for conducting a
dynamic risk assessment?

3. An organisation introduces a violence at work policy. Why is this important?

4. How can positive communication be used by security operatives to help deal with any conflict situation?

5. Which of these is a factor that is likely to inhibit an angry response from a person?

6. Which of these is a win-win approach to resolving conflict?

7. The main action for security operatives when dealing with any conflict is to

8. A person is rudely refused entry to a premises and becomes very angry.
Which of these factors is the most likely trigger for the angry response?

9. Why is it important to show a positive attitude when responding to a conflict situation?

10. A customer is upset due to being denied access to a premises by a security operative.
Which of these is a positive response to this situation from the security operative?

11. How should security operatives deal with barriers to communication in a noisy environment where there appears to be conflict?

12. To produce a win-win approach to resolve any conflict situation there must be

13. The stages of escalation in conflict situations always include

14. Which of the following situation will most likely lead to conflict?

15. Which of these is a situation that is most likely to lead to conflict?

16. Two customers are involved in a dispute about the use of facilities.
What strategy should a security operative use to deal with this situation?

17. Which of the following factors is most likely to result in someone becoming aggressive when the fire alarm sounds, and they are being asked to leave the building?

18. Why is it important to use positive communication to avoid conflict?

19. Assertive behaviour can best be described as being

20. A security operative is in a conflict situation where they are being confronted by an aggressive member of the public.
In this situation, why is it important to maintain personal space?

21. The most common response to a threatening situation is often referred to as the

22. Which of these is a stage in the escalation of a conflict situation?

23. How can empathy help security operatives resolve any conflict?