Conflict Management and Communication Flashcards
6 cards from real COA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Conflict Management and Communication flashcards as text
In NZ security work, what is the recommended first approach when dealing with an aggressive person?
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.
What is the LEAPS model used in NZ security conflict resolution?
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.
In NZ security practice, what body language should be avoided when dealing with an agitated person?
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.
Under NZ security guidelines, what is the correct approach to managing a person affected by alcohol?
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.
What is the security guard's role in managing a mental health crisis in NZ?
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.
In NZ, what is the recommended approach when a security guard needs to refuse someone entry to a venue?
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.