Does de-escalation always work?

No. It works in many situations, but not all. If a person has a weapon or attacks, your priority is to get to safety and call 9-1-1.

Does this course teach physical skills?

No. It teaches verbal and non-verbal communication only. Physical intervention and use of force need separate training and must follow the law and your employer's policy.

Why does de-escalation matter legally?

When a court reviews force, section 34(2) of the Criminal Code asks whether other options were available and whether the response was proportionate. Trying to de-escalate first shows you used force only as a last resort.

What if my site rules and the person's demands conflict?

Hold the rule respectfully, explain it, and offer the options you can. Call a supervisor if the person needs a decision you cannot make.

Is the certificate accredited or officially recognised?

No. It is a private certificate of completion for knowledge only. It is not recognised, accredited or approved by any government, licensing body, regulator or educational institution, and it does not replace the security licence training required in your province or territory.

Verbal De-escalation Course for Security Guards 2026

Question 1 of 25

What is the main goal of verbal de-escalation?

To lower tension so the situation ends safely without force
To make the person leave as fast as possible at any cost
To win the argument and prove the rule is right
To gather evidence for criminal charges

Show answer

Answer: A. To lower tension so the situation ends safely without force

De-escalation uses words, tone and body language to reduce tension and keep everyone safe.

Question 2 of 25

Which body language is a warning sign that a person may be escalating?

Relaxed shoulders and a slow nod
Clenched fists, pacing, fast breathing
Smiling and making small talk
Sitting down and looking at their phone

Show answer

Answer: B. Clenched fists, pacing, fast breathing

CCOHS lists clenched jaws or fists, pacing, rapid breathing, glaring, loud talking and getting too close as warning signs.

Question 3 of 25

In the conflict curve, what is shown at marker 3, the highest point?

The calm baseline before anything happens
The trigger that starts the conflict
The recovery phase after the incident
The crisis point, where tension is at its peak

Show answer

Answer: D. The crisis point, where tension is at its peak

The curve rises from a trigger through escalation to the crisis point, then falls through de-escalation to recovery.

Question 4 of 25

When is de-escalation usually most effective?

Only after police arrive
Early, before tension peaks
After the person has calmed down completely
Only at the crisis point

Show answer

Answer: B. Early, before tension peaks

The earlier you notice warning signs and respond calmly, the easier it is to bring tension down.

Question 5 of 25

After the crisis point, a person seems tired and quiet. What should you remember?

Tension can rise again, so stay alert
You should now use force to finish the matter
This is the best moment to lecture them
The incident is over and you can turn your back

Show answer

Answer: A. Tension can rise again, so stay alert

In the recovery phase the person may calm down, but a new trigger can restart the cycle. Stay calm and watchful.

Question 6 of 25

Which voice works best when a person is shouting at you?

A sarcastic tone to show you are not bothered
A fast voice so you finish before they interrupt
A louder voice so you can be heard over them
A calm, steady voice at a lower volume and slower pace

Show answer

Answer: D. A calm, steady voice at a lower volume and slower pace

People tend to match the tone around them. A calm, slower voice helps bring their volume down.

Question 7 of 25

Where should you stand when talking with an angry person?

Out of arm's reach, at an angle, with a way out
Between them and the only door out
Close enough to touch them, face to face
Directly behind them, out of their sight

Show answer

Answer: A. Out of arm's reach, at an angle, with a way out

Distance and an angled stance feel less threatening and give you time to react. CCOHS stresses keeping an easy route to an exit.

Question 8 of 25

What should you do with your hands while de-escalating?

Cross your arms tightly
Keep them visible, open and relaxed
Put them in your pockets
Point at the person while you speak

Show answer

Answer: B. Keep them visible, open and relaxed

Open, visible hands look calm and non-threatening. Pointing and crossed arms can look aggressive or closed.

Question 9 of 25

A customer shouts, "This is ridiculous, I've waited an hour!" Which reply shows active listening?

"Calm down, sir. Everyone has to wait their turn here."
"That's not my department, you'll have to ask someone else."
"You've waited an hour and you're frustrated. Let me help."
"If you keep shouting, you will be removed from the building."

Show answer

Answer: C. "You've waited an hour and you're frustrated. Let me help."

Paraphrasing what the person said and naming the feeling shows you heard them and often lowers tension.

Question 10 of 25

Why is telling an upset person "Calm down!" usually a poor choice?

It is against the law to say it to a member of the public
It only works on children and teenagers
It can sound dismissive and often makes people angrier
It usually makes the person laugh at you

Show answer

Answer: C. It can sound dismissive and often makes people angrier

Orders to calm down can feel like you are brushing off their feelings. Show empathy instead.

Question 11 of 25

Why does offering two acceptable choices often help?

It confuses the person so they stop arguing with you
It gives them some control and keeps things safe
It lets you avoid making any decision yourself
It shows that the site rules no longer apply to them

Show answer

Answer: B. It gives them some control and keeps things safe

People resist less when they keep some control. Only offer choices you can really allow.

Question 12 of 25

You must set a limit. Which statement is best?

"Do what I say right now, or else you'll be sorry."
"Get lost before I make you leave this building myself."
"I'm calling the police right now and you're going to jail tonight."
"I can't let you past here. You can wait, or I can call the manager."

Show answer

Answer: D. "I can't let you past here. You can wait, or I can call the manager."

Good limits are clear, respectful and explain options. Never make threats or promise consequences you cannot or will not carry out.

Question 13 of 25

Two guards respond to a heated situation. How should they communicate with the person?

One guard does the talking while the other watches and supports
Both shout commands so the person knows who is in charge
They take turns interrupting to keep the person off balance
Both talk at once to show they agree with each other

Show answer

Answer: A. One guard does the talking while the other watches and supports

Several voices at once can confuse and overwhelm. One communicator, with a partner watching for safety, works better.

Question 14 of 25

A loud argument in a lobby is drawing a crowd. What can help?

Take the person to a locked room where you are alone together
Start filming the person with your phone to calm them down
Invite them to a quieter spot that is still safe and visible
Let the crowd stay so there are plenty of witnesses nearby

Show answer

Answer: C. Invite them to a quieter spot that is still safe and visible

An audience can make people feel they must save face. A quieter but still safe place lowers pressure on everyone.

Question 15 of 25

A person pulls out a knife during an argument. What should you do?

Keep talking at close range to calm them
Try to grab the knife
Turn your back to show you are not a threat
Move to safety, warn others and call 9-1-1

Show answer

Answer: D. Move to safety, warn others and call 9-1-1

De-escalation has limits. When there is a weapon or your safety is at risk, get to safety and call police.

Question 16 of 25

What does CCOHS advise about entering a situation where you feel threatened or unsafe?

Enter quickly before backup arrives
Do not enter it; step back and get help
Enter alone so the person feels respected
Enter only if your shift is almost over

Show answer

Answer: B. Do not enter it; step back and get help

CCOHS advises workers not to enter any situation or location where they feel threatened or unsafe.

Question 17 of 25

Under section 34(2) of the Criminal Code, which factor does a court consider when deciding if self-defence was reasonable?

Whether the guard had worked at the site for a long time
Whether the guard was wearing a full uniform at the time
Whether the person involved was a paying customer
Whether there were other means available to respond to the threat

Show answer

Answer: D. Whether there were other means available to respond to the threat

Section 34(2)(b) asks whether the use of force was imminent and whether other means, such as de-escalation or leaving, were available.

Question 18 of 25

Under section 26 of the Criminal Code, a person allowed by law to use force who uses too much is…

only subject to a warning from their employer
protected because they were working
responsible only if someone complains
criminally responsible for the excess

Show answer

Answer: D. criminally responsible for the excess

Section 26 says anyone authorized by law to use force is criminally responsible for any excess.

Question 19 of 25

Which factor under section 34(2) looks at whether your response matched the threat?

The time of day when the incident took place
The nature and proportionality of the response
The value of the property that was involved
Whether the incident was filmed on a phone

Show answer

Answer: B. The nature and proportionality of the response

Section 34(2)(g) looks at the nature and proportionality of the response to the force or threat.

Question 20 of 25

A person insults you personally. What is the most professional response?

Tell them you will remember this next time
Stay calm and answer their concern, not the insult
Insult them back so they know to stop
End the talk and walk away without a word

Show answer

Answer: B. Stay calm and answer their concern, not the insult

Insults are usually about frustration, not you. Focusing on the real issue keeps things moving toward a solution.

Question 21 of 25

Why is it helpful to use a person's name, if they give it?

It lets you threaten them more easily
It is required before any conversation
It makes the talk personal and builds rapport
It proves they are breaking a rule

Show answer

Answer: C. It makes the talk personal and builds rapport

Using someone's name shows respect and helps them see you as a person trying to help.

Question 22 of 25

A person is intoxicated and getting louder. How should you give instructions?

Short, simple sentences, repeated calmly
Speak quickly so they do not interrupt you
Give several instructions at once to save time
Give long, detailed explanations of the rules

Show answer

Answer: A. Short, simple sentences, repeated calmly

People who are intoxicated or upset have trouble taking in complex messages. Keep it short and simple.

Question 23 of 25

Why should you briefly explain the reason for a rule?

It delays the conversation until police arrive
The law requires a written explanation
People cooperate more when they know why
It proves the person is wrong

Show answer

Answer: C. People cooperate more when they know why

A short, respectful reason ("The area is closed for cleaning so nobody slips") reduces the sense of being pushed around.

Question 24 of 25

After a tense incident is over, what should you do?

Write a factual report and report it as required
Only tell your co-workers about it informally
Say nothing, because nobody was hurt this time
Post about it on social media to warn others

Show answer

Answer: A. Write a factual report and report it as required

CCOHS says to report concerns and follow your workplace violence and harassment procedures. A factual report protects everyone.

Question 25 of 25

Why hold a short team debrief after a difficult incident?

To agree on one shared story for everyone's reports
To support each other and learn for next time
To replace individual reports with one team summary
To decide which guard is to blame for the incident

Show answer

Answer: B. To support each other and learn for next time

Debriefs support staff well-being and improve future responses. Each guard should still write their own accurate report.

Verbal De-escalation Course for Security Guards 2026

Quick answer

What you will learn

What to know before the test

Frequently asked questions

Sources

Related tests