Unit 3: CM EXAM » American Bodyguard Academy

UNIT 3

Conflict Management within the Private Security Industry
Time Allowed: 20 minutes
Number of attempts: 1
Total questions: 20

• Try to answer ALL the questions.
• Read each question carefully and choose the correct answer
• Make sure you only mark one answer for each question.
• Only complete as many answers as there are questions

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1. What must you remain at all times?

Professional Angry Sarcastic Aggressive
2. What do policies, guidance and procedures outline?

Behaviour you can follow if you feel like it How to bend the rules to improve performance A process of how to ignore a situation What to do in the event of a violent situation
3. Which of the following can trigger an angry response?

Feeling valued Feeling confident Feeling happy Feeling threatened
4. What would inhibit you from giving an angry response?

Feeling frustrated Losing face Being aggressive Personal values
5. Which of the following is a human response to a threatening situation?

Enjoyment Shock Pleasure Happiness
6. What is a key factor of managing customer expectations?

Keeping Calm Limited understanding Not listening to their needs Talking over them
7. What is the first stage in the escalation of a conflict situation?

Anger Frustration Aggression Violence
8. What is the final thing you would do in a dynamic risk assessment?

Respond appropriately Stop and assess Put customer safety first Evaluate options
9. When dealing with a customer what should you maintain at all times?

Intimate space Stranger space Personal space Public space
10. Which of the following is a sign of non-verbal communication you can use when dealing with a violent customer?

Open handed gestures Closed fist Aggressive gestures Square on stance
11. Which of the following is a way of overcoming a communication barrier?

Not maintaining eye contact Adopt a non-aggressive stance Block the exit route Patronising the person
12. Which of the following is an example of aggressive behaviour?

Moving forward to get a better picture Moving forward and standing tall Standing back from a situation Telling people to stand clear
13. What can you do to defuse a situation?

Actively listen to their concerns Let the customer get their own way Give the customer what they want No eye contact, walk away
14. When dealing with unacceptable behaviour, what type of approach should you use?

Calm and confident Friendly and laughing Passive and placid Humorous and funny
15. What should you and your colleagues continually do in a conflict situation?

conduct a dynamic risk assessment Ignore risk to your own safety Maintain a defensive aggressive stance Close off escape routes
16. Why is it important to view the situation from the customer’s perspective?

So you get longer on your break So, you can just get on with the job Helps you to show empathy Helps you to finish work on time
17. What strategy will help solve customer problems?

Managing their expectations Pass it on to someone else Changing the subject Handing it over to a colleague
18. What is a win-win situation?

One person gets to go home early Both parties disagree with the solution One person gets the solution they want The solution is agreed by both parties
19. If you are affected by an incident after the event, where can you go to get help and support?

Newspapers Citizens Advice Police station Management
20. Why is it important to contribute to solutions to recurring problems?

It is not important to contribute To increase the safety to staff and customers It will reduce the insurance premium To make sure the situation escalates further

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UNIT 3

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