Do I need a licence to work as a security officer in Australia?

Yes. Each state and territory issues its own security licences and sets the training, such as the Certificate II in Security Operations (CPP20218) in Queensland. This course is background knowledge only and does not replace that training.

It is a listening method from NSW Health: Listen, Offer reflective comments, Wait, Look, Incline your head, Nod and Express empathy.

What if de-escalation does not work?

Put safety first. Move to a safe place, call co-workers or use a duress alarm, contact police if the behaviour turns physical or threatening, and call 000 if anyone is in immediate danger.

Where can I get support after a violent incident?

Talk to your supervisor and use your employer's support, such as an Employee Assistance Program. You can also call Lifeline on 13 11 14 or Beyond Blue on 1300 224 636.

这份证书是否经过认证或获得官方认可？

不是。这是一份私人颁发的结业证书，仅用于知识学习。它未获得任何政府、执照发放机构、监管机构或教育机构的认可、认证或批准，也不能替代法律要求的任何执照、资格证书或培训。

De-escalation Course (Australia) 2026

第1题，共25题

How does Safe Work Australia describe workplace violence and aggression?

Rude comments made to staff outside working hours
Any argument between two co-workers on a shift
Only physical attacks that cause a serious injury to staff
Being abused, threatened or assaulted while working

显示答案

答案: D. Being abused, threatened or assaulted while working

Safe Work Australia describes it as incidents where a person is abused, threatened or assaulted at the workplace or while they are working.

第2题，共25题

A customer keeps yelling and calling a guard names every night. What does Safe Work Australia say about this kind of behaviour?

It is harmless if nobody is touched
It can harm mental health and can escalate
It is part of the job and should be ignored
It is only a problem if it is recorded

显示答案

答案: B. It can harm mental health and can escalate

Swearing, yelling, name-calling and taunting can harm mental health over time and can escalate, so they should be reported and managed.

第3题，共25题

Under the model WHS laws, who must manage the risk of workplace violence and aggression?

The PCBU (the business or undertaking)
The local council for the area
Only the police in that state or territory
Each customer who visits the workplace

显示答案

答案: A. The PCBU (the business or undertaking)

PCBUs must manage the health and safety risks of workplace violence and aggression, including from customers and clients.

第4题，共25题

What is one duty that workers have under WHS laws?

Investigate every assault on their own
Work alone whenever a manager asks them to
Restrain any customer who becomes aggressive
Follow reasonable instructions and policies

显示答案

答案: D. Follow reasonable instructions and policies

Workers must take reasonable care for their own and others' safety and follow reasonable instructions and policies for preventing and responding to violence.

第5题，共25题

A worker stops a task because a person has threatened to assault them. What must the worker do next?

Tell the employer as soon as possible
Leave the job and never return
Ask the person to sign a statement
Wait until the end of the shift to say anything

显示答案

答案: A. Tell the employer as soon as possible

Workers may stop unsafe work if there is a serious risk from an immediate or imminent hazard, but they must tell the employer as soon as possible and be available for other suitable work.

第6题，共25题

What does NT WorkSafe say about de-escalation training as a way to control the risk of violence?

It is only needed for managers and supervisors
It replaces the need for alarms and lighting
It should not be the main way to control it
It is the only control a business needs

显示答案

答案: C. It should not be the main way to control it

NT WorkSafe says training should not be viewed as the main way to control the risk; it works with physical controls such as alarms and a safe retreat.

第7题，共25题

Which level of government issues security licences in Australia?

Safe Work Australia in Canberra
Each state and territory
The federal Attorney-General's Department
The Australian Federal Police

显示答案

答案: B. Each state and territory

Security licences are issued by each state and territory. In Victoria, for example, Victoria Police's Licensing and Regulation Division regulates the industry.

第8题，共25题

According to NSW Health, what may a person's anger be a sign of?

That they have broken the law
That they want to fight
That they are being dishonest
That they are in distress

显示答案

答案: D. That they are in distress

NSW Health notes that anger may be a sign that the person is in distress, often with fear or frustration underneath.

第9题，共25题

Which set of behaviours is listed as an indicator that violence may be close?

Asking for the manager's name
Clenched fists and pacing
Sitting still and speaking softly
Smiling and making small talk

显示答案

答案: B. Clenched fists and pacing

Victoria's Child Protection Manual lists clenched fists or teeth, rapid breathing, pacing and violent gestures among the indicators of imminent violence.

第10题，共25题

A patron points at you, swears constantly and switches quickly from laughing to shouting. What do these signs suggest?

Violence may be close
The patron is joking
The patron is relaxed
The patron wants to leave

显示答案

答案: A. Violence may be close

Violent gestures such as pointing, excessive swearing and rapid mood swings are listed as indicators of imminent violence.

第11题，共25题

A person sends a guard abusive messages online. What does Safe Work Australia suggest the guard keep?

Nothing, as online abuse does not count
A screenshot of the messages
Only a note written from memory
A reply sent back to the person

显示答案

答案: B. A screenshot of the messages

Safe Work Australia's information for workers says to keep a record of what happened, including a screenshot if the behaviour happens online.

第12题，共25题

A person is enraged about being refused entry. What should you do before trying to solve the problem?

Help the person calm down first
Explain the entry rules in detail
Tell them they are being unreasonable
Ask for their ID straight away

显示答案

答案: A. Help the person calm down first

NSW Health says it is not possible to reason or problem-solve with someone who is enraged. Calm the person first, then deal with the issue.

第13题，共25题

In the LOWLINE approach, what does the first L stand for?

Leave
Listen
Lead
Locate

显示答案

答案: B. Listen

LOWLINE starts with Listen: listen to what the issue is and the person's concerns.

第14题，共25题

Why do you offer reflective comments when someone is upset?

To show you have heard their concerns
To bring the conversation to an end sooner
To fill any silence as quickly as you can
To prove to them that they are wrong

显示答案

答案: A. To show you have heard their concerns

In LOWLINE, the O means offering reflective comments to show you have heard what the person's concerns are.

第15题，共25题

In LOWLINE, what does the W (wait) step mean?

Wait for the police before speaking to them
Wait at a safe distance until your shift is over
Wait for the person to apologise to you first
Wait for the person to let out their frustration

显示答案

答案: D. Wait for the person to let out their frustration

W means waiting until the person has released their frustration and explained how they feel.

第16题，共25题

Which statement is a good way to acknowledge a person's distress?

"Calm down right now, please."
"That's not my problem, sorry."
"I can see you're upset."
"You're overreacting to this."

显示答案

答案: C. "I can see you're upset."

NSW Health suggests acknowledging distress with a simple statement such as "I can see you're upset" and then asking a gentle question.

第17题，共25题

Why should you keep your questions simple when a person is upset?

Upset people may not follow complicated statements
It makes your incident report a lot shorter
Simple questions sound more official and formal
Long questions are against the venue's house rules

显示答案

答案: A. Upset people may not follow complicated statements

NSW Health notes that people who are upset often cannot follow complicated statements, so short, simple questions work better.

第18题，共25题

An upset person is getting more agitated in a busy foyer. What is a helpful option?

Ask them to repeat their story more loudly
Tell them to go to the back of the queue again
Gather a group of staff in a circle around them
Offer to talk somewhere else, like outside

显示答案

答案: D. Offer to talk somewhere else, like outside

Offering a change of setting, such as talking outside, can help an upset person settle.

第19题，共25题

After listening without interrupting, why should you sum up what the person said in your own words?

To show that you know more than them
To bring the talk to an end
To correct the way they speak
To check you have understood

显示答案

答案: D. To check you have understood

Summarising in your own words checks that you have understood and shows the person you were listening.

第20题，共25题

According to Safe Work Australia, when should a worker seek police help during an incident?

Whenever any person raises their voice at you
If it turns physical or a person threatens assault
Only after the shift has finished and staff are safe
Only if a manager agrees to it first

显示答案

答案: B. If it turns physical or a person threatens assault

Seek police help if behaviour becomes physical or threatens physical assault, and call 000 if anyone is in immediate danger.

第21题，共25题

During an armed hold-up, what does WA's code of practice advise?

Try to talk the person out of the robbery
Lock the doors to trap the person inside
Follow them outside to get their car's number plate
Give them what they want; do not follow them

显示答案

答案: D. Give them what they want; do not follow them

WA's code says to give the person what they want, let them leave, do not follow them, and call 000.

第22题，共25题

You feel your safety is at risk while speaking with an aggressive person. What may you do?

Hand the person your radio
Stay until your supervisor arrives
Remove yourself from the situation
Use force to end the conversation

显示答案

答案: C. Remove yourself from the situation

NSW Health says you can leave if you feel unsafe, and WA's code says workers can remove themselves from serious and imminent risk without fear of being penalised.

第23题，共25题

What does NT WorkSafe say about communication and alarm systems such as duress alarms?

They are only needed in banks and post offices
They replace the need for staff on site
They should be switched off at night to save power
They should be maintained and tested often

显示答案

答案: D. They should be maintained and tested often

NT WorkSafe lists communication and alarm systems that are in place, regularly maintained and tested as a control for work-related violence.

第24题，共25题

An aggressive incident has just ended. What is the first thing to do?

Write your incident report
Make sure everyone is safe
Review the security cameras
Post about it to warn others

显示答案

答案: B. Make sure everyone is safe

Safe Work Australia and NT WorkSafe both list making sure everyone is safe as the first step after an incident, followed by first aid, support and reporting.

第25题，共25题

When must the WHS regulator be notified about a violent incident?

Only if the media reports on the incident
When it causes a death or serious injury
Every time someone swears at a worker
Whenever a customer makes a complaint

显示答案

答案: B. When it causes a death or serious injury

The regulator must be notified if an incident results in a death or serious injury, such as one needing immediate hospital treatment.

De-escalation Course (Australia) 2026

快速解答

你将学到什么

考前须知

常见问题

资料来源

相关测试