Communication & PRQuestion 148 of 200
An officer responds to a complaint from an upset tenant. The most effective active-listening technique is:
a.Paraphrase the tenant's concerns back ('So what you're saying is...') to confirm understanding
b.Interrupt to correct factual errors as soon as they arise
c.Take silent notes without verbal acknowledgment
d.Quickly explain the policy that prevents action on the complaint
Explanation
Active listening — paraphrasing, summarizing, and reflecting feelings — signals that the officer understands the complainant and reduces the emotional charge of the encounter. 'So what you're saying is...' (a) lets the tenant correct misunderstandings while feeling heard. Interrupting (b) and pivoting to policy (d) signal that the officer is not listening and typically escalate the encounter. Pure silence (c) leaves the tenant uncertain whether they have been understood. Active listening is the foundation of de-escalation under BSIS curricula.
Law Reference: BSIS communication training; active-listening principlesPractice all 200 questions free — no signup required.
Related questions on this topic
- The BSIS curriculum emphasizes that the security guard is often the first representative of the client a visitor encounters. The most appropriate mindset for routine interactions is:
- In a verbal confrontation, the security officer should generally maintain what interpersonal distance to reduce perceived threat while preserving reaction time?
- Which question is open-ended and best suited to gathering an account from a witness?
- When interpreting body language for signs of deception or aggression, the BSIS curriculum cautions officers to:
- Which of the following is NOT typically classified as a communication barrier addressed in BSIS training?
- A well-written security incident report should be characterized primarily by:
Last reviewed: · editorial process
PrepPass Editorial Team · Verified against California BSIS Guard Card Exam · How we review