Communication
Communication questions test whether you can calm a situation, pass accurate information and write it down so it survives scrutiny. Saskatchewan guards deal with angry customers, language barriers, radio dead spots and police call-takers who need facts fast.
De-escalation
Use a calm, low tone, open hands and respectful distance. Introduce yourself, explain why you are there and listen without interrupting. Ask open questions, paraphrase what you heard, acknowledge the person's frustration and separate the person from the problem. State limits clearly and give choices where safe. Avoid 'calm down', threats, sarcasm and power struggles. If the person poses a risk, disengage, call police and keep observing.
Radio and telephone
Identify your unit and location, speak plainly and concisely, and use the phonetic alphabet for letters. Avoid sensitive information on open channels. Give emergency traffic priority. On a 911 call, give the exact address, nature of the incident, number of people, weapons, injuries, suspect description and direction of travel. Stay on the line until the call-taker releases you.
Documentation
Record times using the 24-hour clock, exact words in quotation marks and objective actions. Write notes promptly; memory fades and details blur. Use the site's report format and submit within the required time.
Worked example
A customer at a Saskatoon mall shouts that a store refused a refund. The guard says, 'I can see you are frustrated. My name is Alex, I am security. Tell me what happened.' He listens, repeats the key facts, explains the store's policy and offers the manager's contact. When the customer threatens staff, the guard sets a boundary, calls police and notes the exact threat.
Traps that cost marks
- Arguing or matching the person's volume.
- Using radio codes the site does not use.
- Giving a 911 call-taker vague locations like 'the mall'.
- Writing opinions such as 'the customer was crazy'.
- Promising a result you cannot deliver.
Observation and Reporting
Observation and reporting questions test the difference between what you saw and what you concluded. Reports become evidence, support discipline and protect you and your employer. Saskatchewan exams expect objective, chronological, complete notes and a clear chain for evidence.
Observation
Observe purposefully: establish a baseline, scan for anomalies and note time, location, lighting and distance. Describe people from head to toe - build, hair, facial hair, clothing, footwear, scars, tattoos, gait, voice and direction of travel. For vehicles, record make, model, colour, plate and damage. Stress, weapon focus, poor light and distance distort perception; record uncertainty rather than filling gaps.
Note-taking and reports
Use who, what, when, where, why and how. Write in the first person, past tense and chronologically. Separate facts from opinions. Quote exact words. Record actions taken, injuries, witnesses, property damage, evidence and disposition. Correct notebook errors with a single line, initial and date - never erase or rewrite. Use the 24-hour clock. Submit reports before the end of shift unless post orders say otherwise.
Evidence and privacy
Preserve CCTV, logs and physical items. If you must handle evidence, wear gloves, label it and record every transfer. Share information only with those who need it.
Worked example
A shopper slips on spilled liquid in a Saskatoon grocery store. The guard secures the area, calls EMS, notes the time and location, photographs the spill and signage, records the shopper's statements and witness names, and logs the CCTV export. His report says, 'At 14:32 I observed a clear liquid on aisle 4 near the east entrance'; it does not say, 'The store was negligent.'
Traps that cost marks
- Writing conclusions instead of observations.
- Including hearsay as fact.
- Submitting a report days later.
- Erasing or rewriting notebook pages.
- Failing to record time, location or witness details.
- Copying another guard's report instead of your own observations.
Professionalism, Ethics and Customer Service
Professionalism, ethics and customer service questions test judgment when no one is watching. Saskatchewan guards are licensed by the FCAA and expected to protect the public interest, not just the client's property. Ethics questions often present a temptation - a gift, a shortcut or a chance to use authority for personal benefit.
Professional conduct
Be honest, impartial, respectful and accountable. Follow the Act, regulations, your employer's code of conduct and post orders. Carry your licence and identification as required. Wear a clean uniform, arrive on time and stay fit for duty. Do not use your position for personal gain, accept gifts that could influence you, disclose confidential information or post incident details on social media. Declare conflicts of interest.
Ethical decision-making
Ask: Is it legal? Is it consistent with policy? Is it fair and impartial? Would I be comfortable defending it? Who is affected? What is the least harmful option? Report misconduct through the proper channel, including a colleague's excessive force or dishonesty. Loyalty to a coworker never justifies covering up a crime.
Customer service
Security and service are not opposites. Greet people, listen, give accurate directions, help solve problems and escalate when needed. Treat everyone with dignity regardless of race, religion, disability, gender identity or income. A guard who argues, humiliates or profiles people creates liability and erodes public trust.
Worked example
A visitor offers a guard $50 to overlook a parking violation. The guard refuses, explains that the decision is not his to sell, records the offer and reports it to the supervisor. He does not accept the money for charity and does not punish the visitor by being rude; he applies the site rule consistently.
Traps that cost marks
- Accepting gifts or favours.
- Using authority to settle a personal dispute.
- Sharing incident information with friends or media.
- Discriminating or profiling.
- Failing to report a coworker's misconduct.
- Treating customer service as optional.