SIA Conflict Management

Question 1

What is the first step in the SIA conflict management model?

Accepted Answer

Identify potential signs of conflict early

Answer

The SIA model emphasises early identification of conflict through observing body language, tone, and behaviour before escalation.

Question 2

What does LEAPS stand for in conflict resolution?

Accepted Answer

Listen, Empathise, Ask, Paraphrase, Summarise

Answer

LEAPS is a structured active listening approach for de-escalating conflict.

Question 3

Which communication technique is best when dealing with an aggressive person?

Accepted Answer

Use calm, open body language and steady voice

Answer

Calm body language and a steady voice help de-escalate tension.

Question 4

What body language sign indicates rising aggression?

Accepted Answer

Clenched fists and fixed staring

Answer

Clenched fists, fixed staring, reddened face, and invading personal space are classic pre-attack indicators.

Question 5

When two patrons are arguing and a fight may break out, what should you do first?

Accepted Answer

Use verbal commands and positioning to separate them

Answer

Verbal commands and strategic positioning is the safest initial approach. Physical intervention is a last resort.

SIA Door Supervisor Practice Test