NZ Security Licence Conflict Management and Communication — Questions and Answers
Question 1: In NZ security work, what is the recommended first approach when dealing with an aggressive person?
- Use calm, non-confrontational verbal communication to de-escalate the situation before considering physical intervention (Correct answer)
- Immediately physically restrain the person to prevent escalation
- Match their aggression level to establish dominance
- Ignore the person and hope they calm down on their own
Correct answer: Use calm, non-confrontational verbal communication to de-escalate the situation before considering physical intervention
NZ security training emphasises that verbal de-escalation should always be the first approach. Using calm, respectful communication, maintaining appropriate body language, and giving the person space often resolves situations without physical intervention.
Question 2: What is the LEAPS model used in NZ security conflict resolution?
- Listen, Empathise, Ask, Paraphrase, Summarise — a communication framework for managing conflict (Correct answer)
- Look, Evaluate, Approach, Pursue, Secure — a tactical response model
- Legal, Ethical, Appropriate, Professional, Safe — a decision-making checklist
- Lock, Evacuate, Alert, Protect, Survive — an emergency response protocol
Correct answer: Listen, Empathise, Ask, Paraphrase, Summarise — a communication framework for managing conflict
LEAPS stands for Listen (actively hear the person), Empathise (show understanding), Ask (clarify the issue with questions), Paraphrase (repeat back in your own words), and Summarise (confirm understanding). It is used in NZ security to de-escalate conflicts.
Question 3: In NZ security practice, what body language should be avoided when dealing with an agitated person?
- Crossed arms, pointing fingers, hands on hips, standing too close, and direct staring — these can be perceived as aggressive or confrontational (Correct answer)
- Smiling and making eye contact
- Standing at an angle to the person
- Keeping hands visible and open
Correct answer: Crossed arms, pointing fingers, hands on hips, standing too close, and direct staring — these can be perceived as aggressive or confrontational
Aggressive or confrontational body language includes crossed arms, pointing, hands on hips, invading personal space, and direct staring. NZ security training emphasises open, non-threatening body language: visible hands, angled stance, appropriate distance, and calm facial expression.
Question 4: Under NZ security guidelines, what is the correct approach to managing a person affected by alcohol?
- Speak simply and clearly, be patient, avoid arguing, maintain a safe distance, and be prepared for unpredictable behaviour (Correct answer)
- Use complex reasoning to convince them to cooperate
- Restrain them immediately as they are a danger to themselves
- Shout commands to ensure they hear and understand you
Correct answer: Speak simply and clearly, be patient, avoid arguing, maintain a safe distance, and be prepared for unpredictable behaviour
Intoxicated people have impaired judgement, slow reactions, and can be unpredictable. NZ security training recommends speaking simply, being patient, not arguing (as logic is impaired), maintaining safe distance, and being ready for sudden changes in behaviour.
Question 5: What is the security guard's role in managing a mental health crisis in NZ?
- Ensure the person's safety and others' safety, remain calm and empathetic, avoid physical restraint unless life is at risk, and call emergency services (111) (Correct answer)
- Diagnose the mental health condition and provide treatment
- Physically restrain the person and wait for family to collect them
- Tell the person to calm down and threaten consequences
Correct answer: Ensure the person's safety and others' safety, remain calm and empathetic, avoid physical restraint unless life is at risk, and call emergency services (111)
NZ security guards should ensure everyone's safety, remain calm and empathetic, use a non-threatening approach, avoid physical restraint unless there is an immediate threat to life, and call 111 for mental health crisis support. Guards are not mental health professionals.
Question 6: In NZ, what is the recommended approach when a security guard needs to refuse someone entry to a venue?
- Be polite but firm, explain the reason clearly, remain professional, and avoid personal comments or discrimination (Correct answer)
- Simply block the entrance without explanation
- Use physical intimidation to discourage entry
- Tell them to come back tomorrow without giving a reason
Correct answer: Be polite but firm, explain the reason clearly, remain professional, and avoid personal comments or discrimination
When refusing entry in NZ, security guards should be polite, give a clear reason (dress code, intoxication, venue capacity), remain professional, and avoid discriminatory or personal comments. This reduces conflict and maintains the venue's reputation.
NZ Security Licence Conflict Management and Communication
In NZ security work, what is the recommended first approach when dealing with an aggressive person?