Verbal De-escalation Course for Security Guards 2026

1. Pytanie 1 z 25

   What is the main goal of verbal de-escalation?

   • ATo lower tension so the situation ends safely without force
   • BTo make the person leave as fast as possible at any cost
   • CTo win the argument and prove the rule is right
   • DTo gather evidence for criminal charges
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   Odpowiedź: 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.

2. Pytanie 2 z 25

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

   • ARelaxed shoulders and a slow nod
   • BClenched fists, pacing, fast breathing
   • CSmiling and making small talk
   • DSitting down and looking at their phone
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   Odpowiedź: 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.

3. Pytanie 3 z 25

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

   • AThe calm baseline before anything happens
   • BThe trigger that starts the conflict
   • CThe recovery phase after the incident
   • DThe crisis point, where tension is at its peak
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   Odpowiedź: 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.

4. Pytanie 4 z 25

   When is de-escalation usually most effective?

   • AOnly after police arrive
   • BEarly, before tension peaks
   • CAfter the person has calmed down completely
   • DOnly at the crisis point
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   Odpowiedź: B. Early, before tension peaks

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

5. Pytanie 5 z 25

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

   • ATension can rise again, so stay alert
   • BYou should now use force to finish the matter
   • CThis is the best moment to lecture them
   • DThe incident is over and you can turn your back
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   Odpowiedź: 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.

6. Pytanie 6 z 25

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

   • AA sarcastic tone to show you are not bothered
   • BA fast voice so you finish before they interrupt
   • CA louder voice so you can be heard over them
   • DA calm, steady voice at a lower volume and slower pace
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   Odpowiedź: 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.

7. Pytanie 7 z 25

   Where should you stand when talking with an angry person?

   • AOut of arm's reach, at an angle, with a way out
   • BBetween them and the only door out
   • CClose enough to touch them, face to face
   • DDirectly behind them, out of their sight
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   Odpowiedź: 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.

8. Pytanie 8 z 25

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

   • ACross your arms tightly
   • BKeep them visible, open and relaxed
   • CPut them in your pockets
   • DPoint at the person while you speak
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   Odpowiedź: B. Keep them visible, open and relaxed

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

9. Pytanie 9 z 25

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

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

10. Pytanie 10 z 25

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

    • AIt is against the law to say it to a member of the public
    • BIt only works on children and teenagers
    • CIt can sound dismissive and often makes people angrier
    • DIt usually makes the person laugh at you
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    Odpowiedź: 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.

11. Pytanie 11 z 25

    Why does offering two acceptable choices often help?

    • AIt confuses the person so they stop arguing with you
    • BIt gives them some control and keeps things safe
    • CIt lets you avoid making any decision yourself
    • DIt shows that the site rules no longer apply to them
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    Odpowiedź: 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.

12. Pytanie 12 z 25

    You must set a limit. Which statement is best?

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

13. Pytanie 13 z 25

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

    • AOne guard does the talking while the other watches and supports
    • BBoth shout commands so the person knows who is in charge
    • CThey take turns interrupting to keep the person off balance
    • DBoth talk at once to show they agree with each other
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    Odpowiedź: 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.

14. Pytanie 14 z 25

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

    • ATake the person to a locked room where you are alone together
    • BStart filming the person with your phone to calm them down
    • CInvite them to a quieter spot that is still safe and visible
    • DLet the crowd stay so there are plenty of witnesses nearby
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    Odpowiedź: 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.

15. Pytanie 15 z 25

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

    • AKeep talking at close range to calm them
    • BTry to grab the knife
    • CTurn your back to show you are not a threat
    • DMove to safety, warn others and call 9-1-1
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    Odpowiedź: 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.

16. Pytanie 16 z 25

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

    • AEnter quickly before backup arrives
    • BDo not enter it; step back and get help
    • CEnter alone so the person feels respected
    • DEnter only if your shift is almost over
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    Odpowiedź: 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.

17. Pytanie 17 z 25

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

    • AWhether the guard had worked at the site for a long time
    • BWhether the guard was wearing a full uniform at the time
    • CWhether the person involved was a paying customer
    • DWhether there were other means available to respond to the threat
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    Odpowiedź: 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.

18. Pytanie 18 z 25

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

    • Aonly subject to a warning from their employer
    • Bprotected because they were working
    • Cresponsible only if someone complains
    • Dcriminally responsible for the excess
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    Odpowiedź: D. criminally responsible for the excess

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

19. Pytanie 19 z 25

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

    • AThe time of day when the incident took place
    • BThe nature and proportionality of the response
    • CThe value of the property that was involved
    • DWhether the incident was filmed on a phone
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    Odpowiedź: 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.

20. Pytanie 20 z 25

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

    • ATell them you will remember this next time
    • BStay calm and answer their concern, not the insult
    • CInsult them back so they know to stop
    • DEnd the talk and walk away without a word
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    Odpowiedź: 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.

21. Pytanie 21 z 25

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

    • AIt lets you threaten them more easily
    • BIt is required before any conversation
    • CIt makes the talk personal and builds rapport
    • DIt proves they are breaking a rule
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    Odpowiedź: 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.

22. Pytanie 22 z 25

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

    • AShort, simple sentences, repeated calmly
    • BSpeak quickly so they do not interrupt you
    • CGive several instructions at once to save time
    • DGive long, detailed explanations of the rules
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    Odpowiedź: A. Short, simple sentences, repeated calmly

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

23. Pytanie 23 z 25

    Why should you briefly explain the reason for a rule?

    • AIt delays the conversation until police arrive
    • BThe law requires a written explanation
    • CPeople cooperate more when they know why
    • DIt proves the person is wrong
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    Odpowiedź: 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.

24. Pytanie 24 z 25

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

    • AWrite a factual report and report it as required
    • BOnly tell your co-workers about it informally
    • CSay nothing, because nobody was hurt this time
    • DPost about it on social media to warn others
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    Odpowiedź: 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.

25. Pytanie 25 z 25

    Why hold a short team debrief after a difficult incident?

    • ATo agree on one shared story for everyone's reports
    • BTo support each other and learn for next time
    • CTo replace individual reports with one team summary
    • DTo decide which guard is to blame for the incident
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    Odpowiedź: 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.

Klawiatura: 1–4, aby odpowiedzieć, Enter – następne pytanie.