International Association for Healthcare Security and Safety (IAHSS) Basic Officer Certification Practice Exam 2026 - Free IAHSS Practice Questions and Study Guide

Active listening to understand the concerns is an effective method of conflict resolution for security officers because it fosters open communication and helps to de-escalate tense situations. By actively listening, security officers show that they value the perspectives of the individuals involved and are genuinely interested in finding a resolution. This approach allows officers to gather critical information about the issue at hand, which can help them address the underlying causes of the conflict more effectively.

Moreover, active listening can build trust and rapport between the officer and the parties involved, leading to a more collaborative atmosphere. When people feel heard and understood, they are typically more receptive to finding mutual solutions, rather than escalating the conflict further.

In contrast, using verbal threats could lead to intimidation and increased tension, while ignoring complaints risks allowing conflicts to worsen. Physical restraint as a first response could be seen as excessive force and might create further safety issues. Thus, prioritizing active listening aligns with best practices in conflict resolution and ensures a safe and respectful environment.