SIA Conflict Management 2

Question 1

What is the 'win-win' approach in conflict resolution?

Accepted Answer

Finding a solution that satisfies both parties

Answer

Win-win aims to find a compromise where both parties feel their concerns are addressed, reducing the chance of further conflict.

Question 2

Which factor most commonly triggers conflict at licensed venues?

Accepted Answer

Alcohol intoxication

Answer

Alcohol reduces inhibitions and impairs judgement, making it the primary trigger for aggression and conflict at licensed premises.

Question 3

What is 'personal space' in conflict management terms?

Accepted Answer

The distance at which a person feels comfortable during interaction

Answer

Personal space is typically 1-1.5 metres. Invading someone's personal space can escalate tension and trigger a fight-or-flight response.

Question 4

What tone of voice should a door supervisor use when de-escalating?

Accepted Answer

Low, calm, and measured

Answer

A low, calm, measured tone helps reduce tension. Loud or aggressive tones tend to escalate the situation.

Question 5

Why is active listening important during conflict?

Accepted Answer

It shows the person they are being heard, reducing frustration

Answer

When people feel heard, their frustration often decreases. Active listening builds rapport and can defuse situations without physical intervention.

SIA Door Supervisor Practice Test