Verbal De-escalation Course for Security Guards 2026

1. Pergunta 1 de 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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   Resposta: 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. Pergunta 2 de 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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   Resposta: 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. Pergunta 3 de 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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   Resposta: 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. Pergunta 4 de 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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   Resposta: B. Early, before tension peaks

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

5. Pergunta 5 de 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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   Resposta: 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. Pergunta 6 de 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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   Resposta: 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. Pergunta 7 de 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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   Resposta: 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. Pergunta 8 de 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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   Resposta: 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. Pergunta 9 de 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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   Resposta: 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. Pergunta 10 de 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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    Resposta: 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. Pergunta 11 de 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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    Resposta: 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. Pergunta 12 de 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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    Resposta: 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. Pergunta 13 de 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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    Resposta: 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. Pergunta 14 de 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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    Resposta: 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. Pergunta 15 de 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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    Resposta: 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. Pergunta 16 de 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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    Resposta: 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. Pergunta 17 de 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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    Resposta: 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. Pergunta 18 de 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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    Resposta: D. criminally responsible for the excess

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

19. Pergunta 19 de 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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    Resposta: 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. Pergunta 20 de 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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    Resposta: 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. Pergunta 21 de 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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    Resposta: 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. Pergunta 22 de 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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    Resposta: A. Short, simple sentences, repeated calmly

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

23. Pergunta 23 de 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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    Resposta: 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. Pergunta 24 de 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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    Resposta: 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. Pergunta 25 de 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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    Resposta: 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.

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