GPT Group Conflict Mock Exam

GPT Academy Conflict Management Mock Exam

You need to answer 80% of the questions to pass the exam

1 / 20

Q:11 - Which of these would not be a good way to de-escalate a potential conflict situation?

Showing empathy

Using humour or sarcasm

Listening actively

Adopting positive body language

2 / 20

Q:6-What is the final stage in the escalation of a conflict situation?

Threats

Aggression

Anger

Violence

3 / 20

Q:5-How can a security operative deliver a win-win resolution to a conflict situation?

By achieving an outcome that satisfies everyone, even if it is not the ideal solution

Discussing the situation with the customer and changing their point of view

Referring the customer to the organisation's procedures and telling them to make a formal complaint

Involving other security colleagues in the situation so that the customer is outnumbered

4 / 20

Q:8- A person can not be ejected from a licensed premises because they are:

Male

Under the influence of controlled drug

Drunk

Being aggressive

5 / 20

Q:12 - What is one of the main reason for reviewing accidents of work related violence?

To assess whether management instructions were followed when dealing with the incident

To ensure that the company complies with health and safety legislation

To gather evidence required to prosecute everyone involved in the incident

To improve the way that similar situations are handled in the future

6 / 20

Q:9-When is it illegal for a child aged under 16 who is not accompanied by an adult to be on premises licensed for consumption of alcohol on the premises?

Between midnight and 5AM

Between 11PM and 7AM

Between midnight and 11AM

Between 11PM and 8AM

7 / 20

Q:15 - What is the most important reason for victims of workplace violence to have access to help and support following an accident?

Receiving formal support will stop the person discussing the incident with colleagues

Employers who provide formal support are less likely to be prosecuted

They may be traumatised and suffering from complex emotional reactions

Giving support to victims of workplace violence is a requirement of health and safety legislation

8 / 20

Q:4-Which of these would be considered inappropriate when confronting unacceptable behaviour?

Being threatening

Showing empathy to show you understand the other person

Stating the consequences of the behaviour continuing

Being assertive

9 / 20

Q:7-What is the main way that delivering a gift can assist in solving a problem?

The security operative is able to give the unhappy person exactly what they wanted and everyone is happy

The unhappy person feels calmer because they feel that the security operative understand their concerns and is going to help

The person who is unhappy is left with the impression that the security operative has worked hard to resolve the problem

The security operative has the opportunity to explain that they understand the other person's issues

10 / 20

Q:19 - Which of these would be considered inappropriate when confronting unacceptable behaviour?

Showing empathy to show you understand the other person

Stating the consequences of the behaviour continuing

Being assertive

Being threatening

11 / 20

Q:18 - Which of these would generally be considered to indicate aggression?

Using a calm tone of voice

Keeping a comfortable distance

Standing with hands open and clearly visible

Making excessive eye contact

12 / 20

Q:10-Which of these are unlikely to indicate a possible terrorist activity?

Inconsistent activity with the nature of the location of the premises

Individuals apparently attempting to disguise their identity

Unusual interest being taken in the security measures at the premises

A group of unfamiliar customers enjoying a night out

13 / 20

Q:16 - What is the best definition of win-win approach to a conflict situation?

Explaining company procedures to the unhappy person so that they understand why you cannot help them

A solution which allows both parties involved in the situation to come away feeling satisfied with the outcome

Actively listening to the other person and making them feel that you understand their issues

Getting a colleague involved in the situation to see if they can find a resolution to the problem

14 / 20

Q:1-What is the first stage in the process of a dynamic risk assessment?

Step forward, take control

Suggest a compromise, avoid confrontation

Synchronise responses, liaise with colleagues

Step back, stop and think

15 / 20

Q:3-Which of these would generally be considered to indicate aggression?

Keeping a comfortable distance

Using a calm tone of voice

Standing with hands open and clearly visible

Making excessive eye contact

16 / 20

Q:17 - What is the final stage in the escalation of a conflict situation?

Threats

Violence

Aggression

Anger

17 / 20

Q:20 - Which of these would be the best way to communicate in a conflict situation?

Shout as loud as required to ensure that everyone can hear you

Stare at anyone who disagrees with you to assert your authority

Adopt passive behaviour as this will calm down other people

Speak clearly and in a controlled way and only state facts

18 / 20

Q:14 - Which of these is a non verbal way of signalling non aggression?

Gesturing with open palms

Standing square on to the other person

Avoiding all eye contact

Only paying partial attention to the other person

19 / 20

Q:2-A common trigger of aggression is when a person:

Is surprised

Loses face

Feels understood

Is made to feel welcome

20 / 20

Q:13 - A common trigger of aggression is when a person:

Is made to feel welcome

Is surprised

Feels understood

Loses face

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GPT Group Conflict Mock Exam

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