semplr.

Exams · Certifications · Licensing

US Security Guard License Exams (Florida Class D, New York, California, Texas)

Communication and de-escalation: practice questions

Our US Security Guard bank has 13 questions on this topic. Here are 5 of them with answers; the full mock exam draws from every topic, like the real one.

Start the free mock exam

Question 1

Active listening means paying close attention to:

  1. Only the words, ignoring tone and body language
  2. Only what supports the guard's first impression
  3. Only the parts that need to go in the report
  4. What is said, how it is said and why it is said
Show the answer

D. What is said, how it is said and why it is said — Active listening is deliberate concentration on what is being said, how and why, staying open-minded and checking the message before acting.

Question 2

Which is an example of nonverbal communication that may differ between cultures?

  1. Eye contact with an authority figure
  2. The words of a written report
  3. The radio code used for an emergency call
  4. The room number printed on a visitor badge
Show the answer

A. Eye contact with an authority figure — Gestures, facial expressions, personal space and eye contact can carry different meanings in different cultures; in some, direct eye contact with authority is disrespectful.

Question 3

A reporter arrives at the scene of an incident and asks the guard what happened. The guard should normally:

  1. Refer the reporter to the designated company spokesperson
  2. Give a full account so that the facts are reported correctly
  3. Give the names of the people involved
  4. Tell the reporter to leave the public sidewalk
Show the answer

A. Refer the reporter to the designated company spokesperson — Dealing with the media is part of the communication topics. Guards should follow policy and refer media questions to whoever is authorized to speak for the client or employer.

Question 4

When speaking with someone who understands little English, a guard should:

  1. Speak louder so that the person understands
  2. Speak slowly and clearly, and give them time
  3. Use precise legal terms so that nothing at all is misunderstood
  4. Speak only to the person's companion or translator, not to them
Show the answer

B. Speak slowly and clearly, and give them time — Speaking louder does not help comprehension. Use short, simple sentences, face the person (even with a translator), pause and give them time to respond.

Question 5

A guard is approached by a person who films them and tries to provoke an angry reaction. The guard should:

  1. Stay calm and professional and follow company policy
  2. Grab the phone to stop the recording
  3. Argue back on camera to defend the company's reputation
  4. Order the person to delete the video before they leave
Show the answer

A. Stay calm and professional and follow company policy — Some people deliberately provoke guards on camera. Reacting angrily or physically can lead to embarrassment and civil or criminal liability.

More US Security Guard topics