New Brunswick Security Guard License Practice Exam

What is important for a security guard to do when responding to a situation requiring de-escalation?

1. Use a loud voice to be heard

2. Remain calm and use effective communication skills

3. Show authority and impose strict consequences

4. Call for backup immediately without assessing the situation

The correct answer is: Remain calm and use effective communication skills

Remaining calm and using effective communication skills is crucial for a security guard when responding to a situation requiring de-escalation. This approach helps to create a non-threatening atmosphere, which can significantly reduce the tension and anxiety of the involved parties. By maintaining composure, the security guard sets a tone of control and reassurance, making it easier to engage with individuals who may be agitated or upset. Effective communication skills, such as active listening, empathy, and clear articulation, are essential for understanding the concerns of those involved while also conveying the guard's intentions clearly. This can help to diffuse potentially volatile situations by addressing the root cause of the conflict through dialogue, rather than confrontation. In essence, by employing these tactics, a security guard can foster cooperation and resolution rather than escalation, promoting a safer outcome for everyone involved.