Saskatchewan Security Guard License Practice Exam

Which of the following is the best practice when de-escalating a confrontation?

1. Raising your voice to assert authority

2. Using calm and non-threatening language

3. Ignoring the other person's distress

4. Making physical contact to reassure

The correct answer is: Using calm and non-threatening language

Using calm and non-threatening language is the best practice when de-escalating a confrontation because it helps create a safer and more comfortable environment for all parties involved. When tension is high, individuals may feel threatened or defensive; employing a calm tone and clear, supportive language can reduce anxiety and promote a more constructive dialogue. This approach encourages the other person to listen and engage rather than respond with aggression or fear. It’s important to acknowledge that raising your voice, even if intended to assert authority, can escalate the situation. This often leads to increased anxiety or hostility from the other person. Similarly, ignoring someone’s distress overlooks the root of the conflict and can increase frustration or feelings of isolation. Making physical contact may also be inappropriate, as it can be misinterpreted or cause discomfort, further escalating the confrontation rather than alleviating it. By focusing on calm and non-threatening communication, security personnel can more effectively manage confrontations and work towards peaceful resolutions.