Conflict Management
What is usually the most effective first approach to managing conflict?
- AThreatening the person with the police
- BPhysical restraint
- CCalm communication and de-escalation, using active listening and non-threatening body languageCorrect
- DShouting louder than the other person
Why: De-escalation through calm, respectful communication resolves most conflict without force. Active listening, an open posture and a controlled tone help reduce a person's anger. Physical intervention is only ever a last resort.
Counter-Terrorism (ACT)
In counter-terrorism awareness for security staff (ACT), the recommended response to a weapons or firearms attack is:
- ARun, Hide, Tell: move away to a safe place, hide if you cannot escape, then tell the policeCorrect
- BSound the fire alarm and gather everyone in one room
- CFreeze, film and share
- DApproach the attacker to negotiate
Why: The nationally recognised guidance for a weapons attack is Run, Hide, Tell. Get yourself and others away if you can, hide and stay quiet if you cannot, and call 999 with information when it is safe. ACT stands for Action Counters Terrorism.