Unit 3 Application of Conflict Management in the Private Security Industry Exam

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

2 Why is it important to use positive communication to avoid conflict?

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

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

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

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

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

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 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?

10 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?

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

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

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