SIA Communication Skills

Question 1

Which of the following is an example of 'closed' body language that a door supervisor should be aware of when reading a patron's behaviour?

Accepted Answer

Crossed arms, averted gaze, and clenched fists

Answer

Crossed arms, averted gaze, and clenched fists are classic indicators of closed or defensive body language. For a door supervisor, clenched fists combined with other closed signals could indicate agitation or a potential threat. Reading these non-verbal cues early allows for proactive de-escalation.

Question 2

What percentage of communication is estimated to be non-verbal according to widely cited research used in SIA training?

Accepted Answer

Around fifty-five percent

Answer

According to the Mehrabian model commonly referenced in SIA training, approximately 55% of communication is through body language, 38% through tone of voice, and only 7% through the actual words spoken. While the exact figures are debated, the principle that non-verbal communication is dominant is well established.

Question 3

A door supervisor needs to refuse entry to a patron. Which communication approach is most likely to prevent escalation?

Accepted Answer

Using a calm, respectful tone, explaining the reason for refusal clearly, and offering alternatives where possible

Answer

A calm, respectful approach with a clear explanation reduces the likelihood of escalation. Offering alternatives, such as suggesting the patron returns another time or visits when sober, shows professionalism. Aggression, avoidance, or jargon all increase the risk of confrontation.

Question 4

What does the acronym 'LEAPS' stand for in the context of communication skills for security professionals?

Accepted Answer

Listen, Empathise, Ask, Paraphrase, Summarise

Answer

LEAPS stands for Listen, Empathise, Ask, Paraphrase, and Summarise. It is a communication model taught in SIA training that helps door supervisors manage conversations effectively, particularly in conflict situations. It encourages active listening and understanding before responding.

Question 5

When a door supervisor adopts an 'open stance', what does this communicate to patrons?

Accepted Answer

That they are approachable, confident, and non-threatening while remaining alert

Answer

An open stance — hands visible, relaxed but alert posture, appropriate eye contact — communicates confidence and approachability without aggression. This encourages cooperation from patrons and reduces the likelihood of confrontational encounters. It does not mean the door supervisor is unprepared.

SIA Door Supervisor Practice Test

SIA Door Supervisor Practice Test

SIA Communication Skills