Knowledge Check!

What are the four main pillars of tactical communication? *

Authority, control, compliance, enforcement

Listening, questioning, directing, resolving

Building rapport, calm and composed demeanor, showing empathy and active listening, allowing time to vent

Speaking clearly, giving instructions, documenting, and reporting

You approach a frustrated buyer who immediately starts complaining loudly about a building report issue. What is the most effective initial approach using tactical communication? *

Interrupt them and explain the process for lodging complaints

Match their tone to show you take the issue seriously

Allow them to speak while using nods and repeat what they say to show you’re listening

Immediately provide a solution to calm them down

During a conversation a person says: “You people never listen and nothing ever gets done!” What is the best response demonstrating empathy and active listening? *

“That’s not true, we do listen.”

“I understand exactly how you feel.”

“You need to calm down so we can talk.”

“It sounds like you’re frustrated because you feel like your concerns haven’t been addressed.”

Why is it important to maintain a calm and composed demeanor when someone is highly emotional? *

It shows you are in control of the situation

It helps influence their behaviour to lower their emotional intensity

It prevents you from having to listen to them

It allows you to assert authority more effectively

You’ve explained your request and the reason behind it but the person refuses to comply and becomes dismissive. What should you do next? *

Immediately take enforcement action

Continue repeating the same request

Provide structured options that guide them toward your desired outcome

End the conversation

When using AWOCA, why is it important to include a “why” after making a request? *

To justify your authority over the person

To help the person understand the reasoning and assess the fairness of the request

To make the conversation longer and more detailed

To give yourself time to think of the next step

You are speaking with a person who suddenly stops talking, stares past you with a fixed gaze and becomes very still. What does this behaviour most likely indicate? *

They are at a decision-making point and may be about to escalate

They are calming down and processing the conversation

They are no longer interested in the discussion

They are waiting for you to continue speaking

You are preparing to engage in a difficult conversation with someone who has previously become aggressive. What is the most effective way to position your hands? *

Keep your hands in your pockets to appear relaxed

Cross your arms to maintain authority

Place your hands behind your back to avoid provoking them

Keep your hands visible in the influencing zone (above the waist, below the nose)

During an interaction, you notice you’ve started crossing your arms while the other person is becoming frustrated. What impact is this most likely having? *

It shows you are confident and in control

It helps calm the other person down

It signals that you are closed off and may escalate the situation

It has no impact on the interaction

What is the recommended minimum reactionary gap to maintain during an interaction, assuming no immediate escalation? *

Approximately 1.5 to 2 metres

Half a metre

One metre

3 to 4 metres

You are entering a property for the first time and pass through a closed gate. What is the best action to take? *

Lock the gate to prevent interruptions

Leave the gate open to maintain a clear exit path

Close the gate behind you to respect the property

Close and lock the gate to ensure pets do not get out

You are walking up a driveway and hear loud voices and bottles clinking in the backyard. What should this information prompt you to do? *

Ignore the noise and continue as planned

Assume nothing is wrong

Increase your situational awareness and adjust your approach based on potential risks

Call out loudly to announce your presence immediately

Why is it important to take a “courtesy look” into vehicles while walking up a driveway? *

To find valuables in the car

To check the make and model of the vehicle

To identify who may be present and anticipate your first point of contact

To see if you can see any music

When approaching a property, why should you take 20–30 seconds to assess the driveway and surroundings before getting to the front door? *

To gather situational awareness, identify risks, and plan a safe approach

To look busy while checking your phone

To avoid being seen by the occupants

To appear cautious and hesitant

What is the primary objective when moving from the front of the driveway to the front door? *

To reach the door as quickly as possible

To limit what you are exposed to and keep key areas (windows, doors, corners) in view

To impress the occupants with confidence

To avoid being seen by anyone on the property

When standing around a closed push door, which side should you position yourself on? *

The side closest to the wall

Directly in front of the center of the door

The side with the door handle

The side where you can see the hinges

When standing around a closed pull door, which side should you position yourself on? *

The side where you can see the hinges

The side closest to the wall

Directly in front of the door

The side with the door handle

When approaching a dog on a property, what is the safest way to behave? *

Put your hand down to the dog’s face so it can sniff you

Ignore the dog, give it space and do not force interaction

Try to pet the dog quickly so it gets used to you

Make direct eye contact and crouch down to its level

What does a wagging tail on a dog indicate? *

The dog is happy and comfortable around you

The dog is relaxed and neutral

The dog is always friendly

A wagging tail does not necessarily mean the dog is happy; it could also indicate alertness or aggression

What body language could a dog display that has the courage to attack? *

Relaxed ears and tail wagging gently

Nose scrunched, teeth exposed, muscles tense, possibly hovering paw off the ground

Ears down, blinking normally, evenly distributed weight

Tail tucked, exaggerated yawns, avoiding eye contact