Conflict Management Course (UK) 2026

1. Question 1 of 25

   How does the Health and Safety Executive (HSE) define work-related violence?

   • AOnly incidents where a worker is hurt and needs hospital care
   • BAny argument between two members of the public in a shop
   • COnly attacks on staff that end up in a criminal court case
   • DAbuse, threats or assaults on a person linked to their work
   Show answer

   Answer: D. Abuse, threats or assaults on a person linked to their work

   HSE's definition covers abuse, threats and assaults linked to work, not only physical injuries.

2. Question 2 of 25

   A customer sends threatening messages to a security officer through the company's social media page. Does HSE treat this as work-related violence?

   • AYes, threats made online or by phone are included
   • BOnly if the messages arrive during working hours
   • CNo, only incidents that happen face to face will count
   • DNo, unless the officer is physically hurt as well
   Show answer

   Answer: A. Yes, threats made online or by phone are included

   HSE says work-related violence includes verbal abuse or threats made face to face, online or by phone, as well as physical attacks.

3. Question 3 of 25

   HSE's guidance on violence at work leaves out one of these situations. Which one?

   • AA personal dispute between a worker and a family member
   • BA visitor pushing a receptionist at the front desk
   • CA customer shouting threats at a door supervisor at closing
   • DA shoplifter threatening a store detective by phone
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   Answer: A. A personal dispute between a worker and a family member

   HSE excludes personal disputes with family members and violence between people who are not at work.

4. Question 4 of 25

   Which regulations require employers to assess risks to workers, including the risk of work-related violence?

   • AThe Management of Health and Safety at Work Regulations
   • BThe Private Security Industry Act 2001 licence conditions
   • CThe Equality Act 2010 list of protected characteristics
   • DThe mandatory conditions under the Licensing Act 2003
   Show answer

   Answer: A. The Management of Health and Safety at Work Regulations

   HSE explains that the Management of Health and Safety at Work Regulations require employers to assess risks, including work-related violence.

5. Question 5 of 25

   According to HSE, which workers may be at greater risk of violence?

   • AWorkers who have been in the same job for many years
   • BLone workers and new starters
   • CWorkers who only deal with other staff
   • DManagers who work in a head office
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   Answer: B. Lone workers and new starters

   HSE says lone workers may be at greater risk because there is no support nearby, and new starters and trainees are often at greater risk too.

6. Question 6 of 25

   In HSE's risk assessment steps for work-related violence, what comes first?

   • AReviewing the assessment a year later
   • BBuying body-worn cameras
   • CRecording the findings in a file
   • DIdentifying the hazards
   Show answer

   Answer: D. Identifying the hazards

   HSE's steps are to identify hazards, assess the risks, decide how to control them, then record and review.

7. Question 7 of 25

   How does HSE say staff should be helped to view aggression from the public?

   • AAs a sign that the staff member did something wrong
   • BAs a problem only the police should deal with
   • CAs a normal part of security work that every officer must accept
   • DAs something that should not be accepted as part of the job
   Show answer

   Answer: D. As something that should not be accepted as part of the job

   HSE training advice says staff should understand that aggression should not be accepted as part of the job.

8. Question 8 of 25

   Which HSE de-escalation tip helps protect you if an angry person suddenly lashes out?

   • AStanding very close so they cannot swing their arms
   • BHolding the person's arm to keep them calm
   • CKeeping a safe distance from the person
   • DTurning your back so you look less threatening
   Show answer

   Answer: C. Keeping a safe distance from the person

   HSE's de-escalation advice includes staying calm and polite and keeping a safe distance.

9. Question 9 of 25

   Why does HSE advise offering an angry person alternatives?

   • ASo they will give you their name
   • BSo they feel they have won the argument
   • CSo you can end the conversation quickly
   • DSo they have a way out of the situation
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   Answer: D. So they have a way out of the situation

   HSE says staff should offer alternatives so the person has a way out, which helps stop the situation getting worse.

10. Question 10 of 25

    A visitor is angry after waiting a long time at reception. What is the best first response?

    • AExplain that the delay is not your problem
    • BListen and acknowledge how they feel
    • CIgnore them until they stop shouting
    • DTell them to calm down or they will be removed
    Show answer

    Answer: B. Listen and acknowledge how they feel

    HSE's de-escalation advice is to stay calm and polite, listen, and acknowledge the person's feelings.

11. Question 11 of 25

    You have tried to calm a person but you now feel unsafe. What does HSE suggest?

    • ARaise your voice so the person knows you are the one in charge
    • BLock yourself and the person in a quiet room to talk it out
    • CUse a diversion, like saying you must check with a manager
    • DKeep arguing with the person until they finally back down
    Show answer

    Answer: C. Use a diversion, like saying you must check with a manager

    If de-escalation fails and you feel unsafe, HSE suggests a diversion, such as checking with a manager, or emergency procedures such as a panic alarm.

12. Question 12 of 25

    A long queue is building at an entrance. Which HSE control can make people less likely to lash out?

    • AAsking staff to stay out of sight
    • BClosing the doors without telling anyone the reason
    • CLetting the loudest people in first
    • DTelling people about the delay and what to expect
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    Answer: D. Telling people about the delay and what to expect

    HSE suggests setting expectations about delays or problems, and using queuing systems, to reduce tension.

13. Question 13 of 25

    According to HSE, how can CCTV and body-worn cameras help?

    • AThey can deter offenders and give evidence to police
    • BThey remove the need for any conflict training for staff
    • CThey make risk assessments unnecessary
    • DThey give staff the power to arrest anyone who is filmed
    Show answer

    Answer: A. They can deter offenders and give evidence to police

    HSE says security measures such as CCTV and body-worn cameras can act as a deterrent and provide evidence to help convict offenders.

14. Question 14 of 25

    What does HSE suggest for staff who work alone?

    • AWorking only with the building lights switched off
    • BA promise from the manager that nothing will go wrong
    • CNever telling anyone where they are working
    • DRegular contact through phones or personal alarms
    Show answer

    Answer: D. Regular contact through phones or personal alarms

    HSE suggests keeping regular contact with lone workers, for example through phones or personal alarms.

15. Question 15 of 25

    In England and Wales, a customer shouts threatening abuse at staff in a busy foyer. Which law covers threatening or abusive words likely to cause harassment, alarm or distress?

    • APrivate Security Industry Act 2001, section 3
    • BPublic Order Act 1986, section 5
    • CTheft Act 1968, section 1
    • DLicensing Act 2003, section 4
    Show answer

    Answer: B. Public Order Act 1986, section 5

    Section 5 of the Public Order Act 1986 covers threatening or abusive words or behaviour in the hearing or sight of someone likely to be caused harassment, alarm or distress.

16. Question 16 of 25

    What extra element does section 4A of the Public Order Act 1986 need, compared with section 5?

    • AThe words were spoken inside a pub or club after midnight
    • BThe person was under 18
    • CThe victim was a police officer
    • DThe person meant to cause harassment, alarm or distress
    Show answer

    Answer: D. The person meant to cause harassment, alarm or distress

    Section 4A needs intent to cause harassment, alarm or distress, and that someone was actually caused it.

17. Question 17 of 25

    In Scotland, threatening or abusive behaviour likely to cause a reasonable person fear or alarm is an offence under section 38 of which Act?

    • APolice and Criminal Evidence (Northern Ireland) Order 1989
    • BPublic Order Act 1986
    • CLicensing (Scotland) Act 2005
    • DCriminal Justice and Licensing (Scotland) Act 2010
    Show answer

    Answer: D. Criminal Justice and Licensing (Scotland) Act 2010

    Section 38 of the Criminal Justice and Licensing (Scotland) Act 2010 covers threatening or abusive behaviour that would likely cause a reasonable person fear or alarm.

18. Question 18 of 25

    In Scotland, a shop worker is abused for asking a customer for ID before selling alcohol. What does the retail workers Act 2021 say?

    • AIt is not a crime, because the worker refused to make the sale
    • BIt can be aggravated because they were enforcing an age limit
    • CIt only counts as an offence if the worker was physically hurt
    • DIt protects shop owners only, not the staff who work for them
    Show answer

    Answer: B. It can be aggravated because they were enforcing an age limit

    The Protection of Workers (Retail and Age-restricted Goods and Services) (Scotland) Act 2021 makes abusing a retail worker an offence, aggravated if they were enforcing an age restriction.

19. Question 19 of 25

    In England and Wales, what must a court do when an assault victim was providing services to the public?

    • ASend the case to the Crown Court
    • BTreat it as an aggravating factor and say so in open court
    • CIgnore the victim's job when sentencing
    • DAlways give the attacker a prison sentence of at least a year
    Show answer

    Answer: B. Treat it as an aggravating factor and say so in open court

    Section 68A of the Sentencing Code, in force since June 2022, makes this an aggravating factor that the court must state in open court.

20. Question 20 of 25

    A drunk customer swings a punch at your colleague. Any force you use to stop the attack must be:

    • AEqual to the force the customer used
    • BAs strong as possible, so that the fight ends as quickly as it can
    • CReasonable in the circumstances as you believed them to be
    • DApproved by your manager before you act
    Show answer

    Answer: C. Reasonable in the circumstances as you believed them to be

    The law allows reasonable force to prevent crime, judged on the circumstances as you genuinely believed them to be. Disproportionate force is not reasonable.

21. Question 21 of 25

    Under RIDDOR, which result of work-related violence must be reported to HSE?

    • AAny rude remark that a customer makes to a worker
    • BAn injury stopping normal duties for more than 7 days
    • CAny injury that keeps a worker off for half a day or more
    • DA complaint from a customer about a long queue
    Show answer

    Answer: B. An injury stopping normal duties for more than 7 days

    Acts of work-related violence that cause death, a specified injury, or an injury stopping normal duties for more than 7 days must be reported.

22. Question 22 of 25

    A worker is injured by a customer and cannot do normal duties for 5 days. What does HSE say?

    • AThe injured worker must report it to HSE personally by email
    • BNothing needs to be written down in any record
    • CIt must be reported to HSE by phone within one hour
    • DNo RIDDOR report is needed, but it must be recorded
    Show answer

    Answer: D. No RIDDOR report is needed, but it must be recorded

    Injuries keeping a worker off normal duties for more than 3 days must be recorded; RIDDOR reports are needed for more than 7 days.

23. Question 23 of 25

    A customer threatened you yesterday but there is no emergency now. How can you report it to the police?

    • AWait to see whether it happens again before reporting
    • BCall 101 or use your police force's online system
    • CCall 999 and ask for the fire service to attend
    • DPost about it on the company's social media pages
    Show answer

    Answer: B. Call 101 or use your police force's online system

    HSE says violence or intimidation can be reported to the police online or by calling 101. Use 999 in an emergency.

24. Question 24 of 25

    What does HSE say a good incident reporting system should be like?

    • AOpen only to managers and directors
    • BQuick and easy to use
    • CChecked and used just once a year
    • DLong and detailed, so only serious cases are reported
    Show answer

    Answer: B. Quick and easy to use

    HSE says workers often do not report incidents, for example because they think it is part of the job or fear blame, so the recording system should be quick and easy to use.

25. Question 25 of 25

    After a violent incident, which support does HSE suggest for the staff involved?

    • ATelling them firmly not to talk about it with anyone
    • BTime to talk it through soon, plus counselling if offered
    • CA written warning for having been involved in an incident
    • DGoing straight on to the next shift without any break
    Show answer

    Answer: B. Time to talk it through soon, plus counselling if offered

    HSE suggests offering a chance to talk openly as soon as possible, confidential counselling if available, or local services such as Victim Support.

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