Alberta Basic Security Training (ABST) Practice Exam 2025

What is an essential part of security guard communication when addressing an individual in distress?

1. Maintaining a stern demeanor

2. Using complicated terminology

3. Employing active listening techniques

4. Responding with authority immediately

The correct answer is: Employing active listening techniques

Employing active listening techniques is crucial when addressing an individual in distress because it helps to establish trust and rapport between the security guard and the distressed person. By actively listening, the security guard shows that they are genuinely concerned about the individual's situation and are focused on understanding their needs and feelings. This approach allows the security guard to gather important information, assess the situation effectively, and provide the appropriate assistance or intervention. When security personnel use active listening, they can respond more empathetically and accurately, which can de-escalate a tense situation. This technique involves not just hearing the words being spoken, but also observing non-verbal cues, asking clarifying questions, and reflecting back what the person has said to ensure understanding. In contrast, adopting a stern demeanor or using complicated terminology can create barriers to communication, making it more difficult for the individual in distress to express themselves or feel comfortable. Similarly, responding with immediate authority may escalate the situation rather than provide the necessary support. Thus, active listening is essential for effective and compassionate communication in sensitive circumstances.