Québec Security Guard (BSP): Communication, de-escalation and fights

All 22 questions in this test

Every question and its answer choices. The correct answers and explanations appear when you take the test above.

1. An upset customer is shouting at an agent. Which phrase should the agent avoid?

   1. "I can see this situation frustrates you."
   2. "Help me understand what happened."
   3. "Calm down!"
   4. "Let's step aside where it's quieter."

2. After stepping away from a threatening person, what should the agent not do?

   1. Ask other staff to leave the area until further notice
   2. Call police or other agents for backup
   3. Fill in an incident report afterwards
   4. Go back alone if they may be a threat

3. What is an agent's first priority when a fight breaks out?

   1. Finding out who started the fight
   2. Ending the fight by any means
   3. Preventing injury to themselves or bystanders
   4. Filming the whole fight on their phone for evidence

4. Which physical sign may show that a person could become violent?

   1. Relaxed hands at their sides
   2. Clenched fists or jaw
   3. A question asked politely
   4. A smile while giving directions

5. A person keeps insulting the agent after a warning. What should the agent do?

   1. Answer in the same tone to earn respect
   2. Push the person physically toward the exit
   3. Keep listening to the insults as long as it takes
   4. End the exchange and step away or ask them to leave

6. Which approach does CCOHS recommend with a person who stays unreasonable?

   1. Promise them anything just to end it
   2. Bargain with them until they agree to leave
   3. Take their side against the client business
   4. Set ground rules and calmly explain consequences

7. What attitude does the regulation require toward the public, even in a conflict?

   1. Indifference toward customers
   2. Firmness with no politeness
   3. Respect and politeness
   4. Familiar 'tu' to build rapport

8. According to CCOHS, which technique helps calm a tense conversation?

   1. Speaking louder than the other person
   2. Giving quick, sharp ultimatums
   3. Interrupting to correct each of their mistakes
   4. Using silence and asking open questions

9. Which body language is recommended with an angry person?

   1. Pointing at the person while talking
   2. Hands on hips and a steady hard stare
   3. A relaxed posture, standing at an angle
   4. Arms folded tightly across the chest

10. How much personal space does CCOHS suggest keeping with an agitated person?

    1. About five metres
    2. About one metre
    3. About ten centimetres
    4. No space is needed

11. In a fight, someone waves a broken bottle. What should the agent do immediately?

    1. Grab the bottle
    2. Wait for it to end
    3. Step between them
    4. Call the police

12. Why avoid taking sides in a conflict between two customers?

    1. Because the older customer must always be right
    2. Because the regulation requires leaving the premises
    3. Because police always take over anyway
    4. Taking sides raises tension and undermines impartiality

13. When separating fighters, what should the agent base instructions on?

    1. Their physical strength and size
    2. Their own police powers, used on the client's property
    3. Their opinion of who is right
    4. The organization's policy, not personal authority

14. Which small, specific request can help defuse a tense situation?

    1. Offering to move somewhere quieter
    2. Ordering them to empty their pockets
    3. Demanding an immediate apology
    4. Telling the person to be quiet

15. A crowd is cheering a fight in a mall food court. What should be done with the crowd?

    1. Ask them to leave, saying where to go
    2. Ignore them and deal with the fighters
    3. Let them watch so there are witnesses
    4. Ask them to film it as evidence

16. Why should an agent not promise an unhappy customer a refund they cannot give?

    1. Because customers never accept refunds
    2. Because only police officers may make promises to the public
    3. Because the regulation forbids talking to customers
    4. An empty promise hurts trust and restarts the conflict

17. An agent must enforce a ban on a person who is getting angrier. What does CCOHS suggest?

    1. Tell the person the ban is lifted
    2. Wait for backup or a safer moment
    3. Leave the site without a report
    4. Enforce it immediately, whatever the risk

18. Which position should an agent avoid with an agitated person who is seated?

    1. Keeping about one metre away
    2. Standing slightly at an angle
    3. Sitting or leaning to their level
    4. Standing over them

19. After an incident with an aggressive person, what should the agent do?

    1. Forget it if no one was hurt and nothing was damaged
    2. Talk about it only with co-workers
    3. File an incident report and tell the supervisor
    4. Post a summary on social media

20. How should an agent give instructions to people who are fighting?

    1. By threatening to hurt both of them if they do not stop
    2. With vague requests to settle down
    3. Clearly and specifically, in a calm, firm voice
    4. By shouting as loudly as possible

21. Why should an agent restate what an upset person said?

    1. To make them repeat the complaint
    2. To fill time until police arrive
    3. To confirm they understood correctly
    4. To catch them in a contradiction

22. How should an agent interpret warning signs of violence?

    1. In context, watching for several signs or escalation
    2. As unimportant unless the person is armed
    3. As a reason to arrest the person on the spot
    4. As certain proof that violence will happen