Unit 3 Mock test 2

Unit 3 Mock test 2

1 / 20

What is the initial step in a dynamic risk assessment process?

Suggest a compromise, avoid confrontation

Step forward, take control

Step back, stop and think

Synchronize response, liaise with colleagues

2 / 20

The “flight or fight” response is best described as follows:

Rational response to danger that can be easily suppressed

Learned response to danger driven by human desire

Spontaneous reaction to danger driven by survival instinct

Pre-conditioned response to danger that can not be ignored

3 / 20

What is the most important reason for having workplace violence reporting procedure in place?

Protect the company from any legal action

Identity and reduce risks faced by staff

Demonstrate management commitment to safety

Make sure the public is protected from abuse.

4 / 20

Building trust with the other person is important in resolving a conflict situation. This can be done by:

Explaining the rules

Building rapport

Delivering a gift

Passing the baton

5 / 20

Security personnel should try to see a scenario from the customer’s perspective because it will:

Help in de-escalating the situation and enabling logical problem resolution.

While other security personnel are getting ready to arrest the consumer, distract them.

To keep the situation under control until the police arrive.

Prevent other customers from getting involved in the conflict situation

6 / 20

Why is it crucial to make sure the other person has an exit route of a conflict situation at all times?

To make it easy for security personnel to eject an individual

To allow the individual's friends to join them

To ensure that the individual has the freedom to withdraw from the situation at any moment

To assist other security colleagues in surprising the individual by approaching them from behind.

7 / 20

In a dispute situation, intervening in between a co-worker and another individual to divert that person’s attention from your colleague is known as:

Switching

Passing the baton

Delivering a gift

Contact and cover

8 / 20

When dealing with unacceptable behaviour, which of these would be considered inappropriate?

Being empathetic to demonstrate that you understand the other person

Being assertive

Being threatening

Stating the consequences of the behavior continuing

9 / 20

What is a recognised way for defusing high risk conflict?

Appear disinterested

Actively listen.

Establish physical superiority

Mirror any aggression

10 / 20

Which of these is typically regarded as an indication of aggression?

Maintaining excessive eye contact

Speaking in a calm tone

Keeping a comfortable distance

Standing with hands open and clearly visible

11 / 20

Which of these is not recognised as being a way of overcoming communications barriers?

Repeating information slowly and calmly

Moving the customer to a calm area.

Approach the individual as closely as you can.

Adopting a non-aggressive stance and standing back

12 / 20

Which of these conveys non-aggression without using words?

Standing directly in front of the other individual

Using open palms to gesture

Only giving the other person a portion of your focus

Not making any eye contact

13 / 20

Which of these factors is taken into account, when utilising a POP in a dynamic risk assessment?

Probability, outcome, perfection

Possibility, Operation, Preconceptions

Problems, Outlook, Practicality

Person, Object, Place

14 / 20

What is the final stage in the escalation of a conflict situation?

Aggression

Violence

Anger

Threats

15 / 20

What is a typical reaction of someone who feels threatened?

Their heart rate decreases.

They start to think more logically.

Their hearing turns into the threat

They are better able to carry out difficult physical duties.

16 / 20

Managing customer’s expectations reduces the risk of conflict mostly because it:

Allows the security operative to clearly demonstrate that they are in control

Ensure that customers get everything they want

Prevents difficult customers from causing trouble

Keeps the situation calm and stops customers getting frustrated

17 / 20

Which of these factors is most likely to inhibit an angry response?

Being uncertain about what to do

Having strong personal values

Having had too much alcohol

Being confident and proud

18 / 20

Aggression is frequently triggered when someone

Is warmly welcomed

Is Humiliated

Is surprised

Feels comprehend

19 / 20

Why is a policy against violence in the workplace important?

To set expectations regarding the standards of behavior that are acceptable

To stop customers challenging aggressive behavior from security staff

To provide employees and clients the freedom to determine what behaviour is appropriate

To raise customer awareness of the importance of their own personal safety

20 / 20

In a conflict situation, which of these would be the most effective approach to communicate?

By acting passively, as this will calm other people down

Speak loudly so that everyone can hear you

Speak clearly and in a controlled way and only state the facts

To establish your authority, stare at anyone who disagrees with you.

Your score is

The average score is 54%

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