When addressing a suspected intruder, it is best to:
A. Leave it up to coworkers who know more people in the building to decide what to do.
B. Use open-ended questions when asking the person the purpose of his/her visit.
C. Attempt to shake hands with the individual, to see if the handshake is reciprocated.
D. Maintain civility and trust your intuition about whether to let him or her pass.
The correct answer and explanation is :
Correct Answer: B. Use open-ended questions when asking the person the purpose of his/her visit.
Explanation:
When addressing a suspected intruder, the key objective is to gather information calmly and without escalating the situation. Option B – “Use open-ended questions when asking the person the purpose of his/her visit” – is the best and most appropriate approach because it allows for effective communication, encourages the individual to explain their presence, and helps staff assess intent without confrontation or assumptions.
Open-ended questions such as “Can you tell me who you’re here to see?” or “What brings you to this department today?” are non-threatening and give the individual an opportunity to provide details. These types of questions promote a dialogue rather than a yes/no answer, which helps determine whether the person is authorized to be in the area. Furthermore, this method allows security or staff to observe the individual’s behavior and responses, noting any suspicious inconsistencies or signs of distress, confusion, or avoidance.
Let’s look at why the other options are inappropriate:
- Option A (leave it to coworkers): Deferring to others when facing a potential security threat can delay necessary action. While teamwork is important, every employee shares the responsibility to remain vigilant and follow protocol.
- Option C (attempt to shake hands): This is not only unnecessary but could be potentially dangerous. Physical contact may escalate the situation or put the individual at risk if the intruder is hostile.
- Option D (trust your intuition): While intuition can be valuable, acting solely on a feeling without engaging in proper questioning can lead to poor judgment. Always follow established security protocols and procedures.
In summary, using open-ended questions strikes a balance between courtesy and vigilance, ensuring safety while avoiding unnecessary confrontation.